Pre-Call Checklist - IBM TS2900 Manual

Problem
Host application reporting SCSI timeout
Encryption error displayed when the drive detects an error that is associated with an
encryption operation, if the problem occurred while the tape drive was writing data
to, or reading data from tape
Encryption-related error is posted
Connection problem with the Encryption Key Manager (EKM)
Lost Encryption Feature license key

Pre-call checklist

If you have questions or problems with the library, complete these steps before a call to IBM technical support is placed.
Note: Where instructions refer you to the web, go to http://www.ibm.com/storage/support/lto.
1. Verify that you exhausted all troubleshooting options. See
2. Collect library and drive logs. See
3. Verify that the library and drive firmware is at the most recent level. See
4. Verify that your device drivers are at the most recent level.
For the current release of IBM® device drivers, see
For the current release of device drivers by independent software vendors (ISVs), go to the appropriate third-party website.
54 TS2900 Tape Autoloader
Note:
The tape drive must rewind the tape before it is ejected. The amount of time for this procedure can vary,
depending on how the tape was used. See
The tape drive performs
procedure can vary. See
The procedure for SCSI timeouts varies depending on whether timeout is consistent or intermittent, and on your drive
configuration. Follow these steps to troubleshoot a SCSI timeout:
1. Stop all Host Activity.
2. Check drive status by using any of the following methods:
ITDT-SE
If the drive is installed in a library, check for any indicator that the library reports.
3. If the drive is in the middle of performing an operation, wait until the drive is idle before attempting any further
steps.
4. Validate that the drive has the latest firmware.
5. Check with software application provider for any updates.
6. Check whether the tape drive power is on.
7. Power off the drive.
8. Verify that the SAS cable is connected properly to the server and to the tape drive.
9. Replace SAS cable if it shows any signs of damage.
10. Power on the drive and wait until the tape drive is idle or ready.
Table 6. Encryption problems
Problem
Troubleshooting
Locating management functions.
Supported device
Solution
Supported tape
media optimization on the first load of a cartridge. The amount of time for this
Supported tape drives.
1. Check the host application to ensure that the host application is
providing the correct encryption key.
a. Refer to the
Tape Drive SCSI Reference
for an encryption operation.
b. Retry the encryption operation after the host application
problems are resolved.
2. Reset the drive.
a. Refer to the error code displayed on the Operator Panel if the
drive resets and the POST fails.
b. Retry the encryption operation if the drive resets and POST
complete without errors.
3. Ensure that the correct media is being used. Data encryption is only
supported by LTO-4 Data cartridges and later.
Check the host application's error logs, device driver logs, tape library error
logs, and tape drive error logs for entries that are related to encryption.
If you are using library-managed encryption, complete the Key Path
Diagnostic. If the test fails, a problem might exist with the IP address, the
Ethernet cable, or the EKM server.
1. Check the Ethernet connection between the library and the EKM
server.
2. Check the TCP/IP configuration of the library and the server.
3. Check that the EKM is correctly installed and configured, and that the
EKM application is properly started (refer to your EKM
documentation).
4. Ensure that the tape drive is registered in the EKM (refer to your EKM
documentation).
5. Ensure that a default key label is defined in the EKM (refer to your
EKM documentation).
If you are using application-managed encryption or system-managed
encryption, check your key proxy server's documentation for a similar test.
1. Go to https://www.ibm.com/storage/dsfa/.
2. Enter your machine type, serial number, and worldwide node name to
display your encryption license key.
guide.
Updating library and drive firmware.
drivers.
drives.
Solution
IBM Tape Device Drivers and the IBM LTO Ultrium
for the Sense Data that are returned