Important: This tape library is a customer installed unit. The customer is responsible for the setup and maintenance of the tape library. The customer is charged for

service if a service contract is not in place.

Complete the steps in

Before IBM technical support is called, the customer is responsible for following published LTO diagnostic procedures, including any needed update to the

current level of ﬁrmware.

The IBM Support Center assists with problem determination and can initiate shipment of a replacement part, if needed, to the customer's location.

Transportation costs, both ways, are paid by IBM. The replacement part becomes the property of the customer in exchange for the failed part, which

becomes the property of IBM. The customer is responsible for packing the failed part into the shipping carton that contained the replacement part. Failure to

return the failed part to IBM within 30 days results in a bill sent to the customer for the new list price. The customer is responsible for installing and setting

up all replacement parts.

Failure to use the carton in which the replacement part was received, or failure to properly pack the returned part, can result in charges that are incurred for

damage to the failed part during shipment.

Before you call technical support, follow these steps that help you take full advantage of your call.

1. Be prepared to provide

Machine type and model name

Serial number of the library

Hardware conﬁguration, including ﬁrmware versions, drive types, number of modules

Type of host, operating system version, device driver information, backup software application and its version, HBA type and brand, SAN

conﬁguration - Switch make and model (if applicable)

A brief description of the problem

2. Review all documentation carefully. (Experience demonstrates that most questions are answered in your documentation).

3. Be prepared to explain whether the software or hardware worked properly anytime in the past. Have you changed anything recently?

4. 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?

5. Note any host error messages displayed. Write down the exact error message.

6. If possible, call while at your computer, with the library installed and turned on.

The IBM Support Center assists with problem determination and initiates shipment of a replacement part, if needed, to your location. To contact IBM

technical support:

In the US: 1-800-IBM-SERV

All other Countries or Regions: https://www.ibm.com/mysupport/s/.

Select your country, then under Technical Support, click Open Service Request.

IBM Tape Diagnostic tool (ITDT)

ITDT has many capabilities. It is a quick, convenient, and efﬁcient method for device ﬁrmware updates and device log downloads.

The IBM® Tape Diagnostic tool (ITDT) provides following functions:

Scans the host interface and ﬁnds and displays for selection all IBM LTO devices. The tool does not display non-IBM devices.

Runs quick or extended diagnostic tests on tape drives. If the library is online to the server/host where the tool resides, ITDT communicates with the drive

through the library to load and unload a test cartridge, exercising some library functions.

Downloads ﬁrmware memory dumps from tape drives and libraries

Completes a ﬁrmware update on tape drives or libraries

Tests the performance of the environment by completely writing a cartridge and measuring performance

Retrieves and displays cartridge information

Veriﬁes the encryption environment

The IBM Tape Diagnostic tool (ITDT) is available in two versions:

Standard Edition (ITDT-SE): This is a command line version available for following platforms:

IBM AIX

Microsoft Windows operating systems

Linux operating systems

Graphical Edition (ITDT-GE): This is a GUI version available for following platforms:

Microsoft Windows operating systems

Linux operating systems

Note: Be sure that you have the most current version of ITDT if you are updating ﬁrmware on a recent drive type. Before ITDT is used, verify that your library host

operating system is at the current released level. This action ensures optimum read/write operations for diagnostic tests.

IBM maintains the current levels of ITDT on the web at http://www.ibm.com/support/ﬁxcentral.

Additional information about the IBM Tape Diagnostic Tool (ITDT) is included in the IBM® Tape Device Drivers and Diagnostic Tool User's Guide, and can be found at

https://www.ibm.com/support/knowledgecenter/STAKKZ/dd_iug_kc/DD_kchome.html.

Drive error codes and messages

Pre-call checklist

before a call is placed to IBM technical support.

IBM TS22xx Tape Drives 103

Table of Contents