Troubleshooting; General Procedure - HP RDX USB 3.0 Removable Disk Backup System User Manual

5 Troubleshooting

In this chapter:
General Procedure (page 20)
Using the RDX utility for diagnostics (page 22)
Understanding the LEDs (page 21)
Emergency eject (page 22)
RDX Removable Disk Backup System does not appear in Device Manager (page 23)
Unit performance seems slow (page 23)
Write error (page 23)
Firmware download fails with Windows Server 2003 (page 23)
System will not complete boot process (page 23)

General Procedure

If a problem occurs, the first step is to try to establish whether the problem lies with the cartridge,
the drive, the host server or workstation and connections, or the way the system is being operated.
Has the system just been installed?
There could be an installation problem:
1. Check through the information in the relevant installation chapter of this guide.
2. Check the power connectors and USB cabling.
3. Are you connected to a USB 3.0 port? Are there any other devices attached to the same USB
hub/controller? Remove extra devices if they are not necessary. See also
Guide (page
4. Check the environmental conditions against the specified limits, see the RDX QuickSpecs on
http://www.hp.com.
5. Are appropriate drivers and application software installed on the host? You can use the HP
RDX Ultility to download and install firmware upgrades from
rdx.
Are you using new cartridges or a different brand of cartridge? Have you been using the particular
cartridge for a very long time?
The problem could lie with the cartridge:
1. Check that you are using an RDX cartridge.
2. Check that the cartridge is not damaged.
3. Has the cartridge been write-protected, see
4. Try the operation again.
5. If the problem still occurs, try using a different cartridge.
6. If the problem is still there, the problem probably lies with the drive or the host server or
workstation.
Has the drive been moved recently? Have any cables been disconnected and reconnected? Has the
environment changed—unusually hot, cold, damp or dry? Has there been dust or dirt near the
drive. Have reasonable precautions against static been taken?
The problem could lie with the drive:
1. Check the cables and connectors.
20 Troubleshooting
26).
http://www.hp.com/support/
Write-protecting cartridges (page
USB Configuration
17)?