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

Pre-call checklist

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.

Diagnostic information

This section provides various diagnostic tools and information.

IBM Tape Diagnostic tool (ITDT)

ITDT is a tool with multifunction capability and is a quick, convenient, and efﬁcient method for drive ﬁrmware updates. It can also assist with drive dump retrievals.

Library logs

Error codes

Error codes are used in the library and drive system to store all types of events with a unique error code and event description.

TapeAlert flags

This section is intended to provide information to the reader about the library and tape drive by using TapeAlert technology.

Sense data

When a drive encounters an error, it provides sense data as a response to the host.

IBM Tape Diagnostic tool (ITDT)

ITDT is a tool with multifunction capability and is a quick, convenient, and efﬁcient method for drive ﬁrmware updates. It can also assist with drive dump retrievals.

Some of the capabilities of this tool:

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

the library to load and unload a test cartridge.

Retrieves ﬁrmware memory dumps from tape drives and libraries.

Completes a ﬁrmware update on tape drives or libraries. See the note about library ﬁrmware updates.

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

Retrieves and displays cartridge information.

Veriﬁes the encryption environment.

Does not require special device drivers.

Is available for most major platforms. Scans the host interface and ﬁnds and displays for selection all IBM® LTO devices. The tool does not display non-IBM devices.

The IBM Tape Diagnostic tool (ITDT) v4.1 is available as a command-line utility and a graphical user interface (GUI) version.

Compatible

Verifying the host

connection.

Contacting IBM technical

before a call is placed to IBM technical support.

conﬁgurations.

support.

TS2900 Tape Autoloader 55

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