IBM TS2900 Setup, Operator, And Service Manual page 166

Note: Where instructions refer you to the web, visit http://www-03.ibm.com/servers/storage/support/
lto/.
1. Verify that all of the following troubleshooting options are exhausted:
a. Perform all recommended diagnostic procedures. See "Troubleshooting" on page 129.
b. Verify that the library's and drive's firmware is at the most recent level. To determine the latest
release of firmware, visit the web.
c. Verify that your device drivers are at the most recent level (see your server (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 website.
d. Verify whether your hardware and software configuration is supported. To determine the latest
supported attachments, visit the web.
e. Ensure that cables and connectors are not damaged.
f. Review all documentation carefully. Experience demonstrates that most questions are answered in
your documentation.
2. Follow these steps to take full advantage of your call:
a. Be prepared to explain whether the software or hardware worked properly at any time in the past.
Have you changed anything recently?
b. Pinpoint the exact location of your problem, if possible. Note the steps that led to the problem.
Can you duplicate the problem or is it a one-time occurrence?
c. Note any error messages that are displayed on your PC monitor or file server. Write down the
exact error message.
d. Call while at your computer, with the library installed and turned on.
e. If your library is running on a network, have all relevant information available (that is, type,
version number, network hardware).
f. Having this information available when you call for customer assistance enables support personnel
to resolve your problem in the most efficient manner possible.
v Library machine type and model name
v Serial number of the library (front of the library on the label underneath the power button)
v Library and drive firmware levels currently installed
v Device driver information
v Host application name and version
v Type of host, operating system version, clock speed, RAM, network type, network version, and
any special circuit boards installed
3. The IBM support center assists with problem determination and initiates shipment of a replacement
part, if needed, to the customer's location. To contact IBM technical support:
v In the US: 1-800-IBM_SERV (1-800-426-7378).
v All other Countries/Regions: http://www.ibm.com/planetwide/.
v To open a Service Request online: Under Support & downloads, click Open a Service Request.
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IBM TS2900 Tape Autoloader: Setup, Operator, and Service Guide Machine Type 3572