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SUPPORT RESOURCES
3.1 IBM Support Resources for LTO 8 Ultrium Drive
The full range of device support information including items relating to general usage, status and error codes,
managing LTO media, use of cleaning cartridges, and many others can be found here. If you're having trouble
and are seeing multiple LED indicators on the front panel, please check these resources first before contacting
support; in many cases the answer you need may be found there.
https://www.ibm.com/support/knowledgecenter/STZREP/lto_kchome.html
3.2 Troubleshooting
If you're having trouble connecting your Mercury Pro LTO to the Mac, first check that the power cable is
connected to the back of the device and a working power source, and that the device will power on (does not
need to be connected to the host — please switch the device on and check the Power LED on the front of the
device to verify).
If the power is working but you're still having trouble, verify that the included Thunderbolt 3 cable is fully seated
in the device and host ports. If that does not result in the device being recognized, you may want to try a different
Thunderbolt 3 cable and/or connecting to a different Mac with Thunderbolt 3 ports.
IMPORTANT:
Remember that by design LTO volumes on a given tape will not automatically mount or appear
in the Finder the way other external media do in macOS. LTO volumes have to be mounted and unmounted from
the Deck Controls in the myLTO application (click the white disk icon in the toolbar).
If you're still having trouble making a basic connection between the host and device, please contact our
customer support team for assistance.
3.3 Contacting Technical Support
Phone: M–F, 8am–8pm CT
(866) 692-7100 (N. America) | +1 (815) 338-4751 (Int'l)
Chat: M–F, 8am–8pm, Sat 9am–5pm CT
www.owc.com/support
OWC Mercury Pro LTO
Email: Answered within 48 hours
www.owc.com/support
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Support Resources
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