E-Mailing Logs; Pre-Call Checklist; Contacting Ibm Technical Support - IBM System Storage TS3310 Setup And Operator Manual

E-mailing Logs

Logs provide a summary of the current status of the library, and include
configuration settings and information provided in Operator Interventions.
Capture current logs of the library both before and after you perform service. To
e-mail current logs:
1. Ensure that no applications are accessing the library. If a Progress Screen is
2. Capture a current library log. To capture a library log from the Web User
3. When requested by IBM, attach the log to an email message and send it to IBM

Pre-Call Checklist

If you have questions or problems concerning the library, perform the following
steps before placing a call to IBM Technical Support.
Note: Where instructions refer you to the web, visit
1. Verify that you have exhausted all troubleshooting options (refer to
2. Verify that the drive's firmware is at the most recent level (see "Viewing Drive
3. Verify that your device drivers are at the most recent level (see your server
4. Verify whether your hardware and software configuration is supported. To
5. Perform a general checkup of the hardware and connections:
6. If you still have a problem after completing the above steps, see "Contacting

Contacting IBM Technical Support

v Perform the steps in "Pre-Call Checklist" before placing a call to IBM Technical
v Prior to calling IBM Technical Support, the customer is responsible for following
v The IBM Support Center will assist with problem determination and initiate
open, wait until it closes before attempting to generate the logs.
Interface, select Service Library → Capture Log.
Technical Support for further diagnosis.
http://www.ibm.com/storage/support/lto.
"Diagnosing a Problem" on page 9-3.
Information" on page 7-13). To determine the latest release of firmware, visit
the web.
(host) manual for instructions).
v For the latest release of IBM device drivers, visit the web.
v For the latest release of device drivers by Independent Software Vendors
(ISVs), visit the appropriate third-party web site.
determine the latest supported attachments, visit the web.
v Ensure that you are using the correct SCSI terminator and that you are not
mistakenly using a SCSI wrap plug.
v Ensure that the SCSI cable connector does not contain bent or recessed pins.
v Ensure that all retention screws for the SCSI cable and terminator are
securely tightened.
IBM Technical Support."
Support.
IBM's published LTO diagnostic procedures including any needed update to the
latest level of firmware. For details, visit
http://www.ibm.com/storage/support/lto.
shipment of a replacement part, if needed, to the customer's location.
Chapter 9. Troubleshooting
9-15