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Spectra Logic Spectra RXT Media Troubleshooting Manual

Spectra logic spectra rxt media: supplementary guide
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Spectra
RXT
®
Troubleshooting Guide

• Spectra RXT150

• RXT Media
PN 90960005 Revision A

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Summary of Contents for Spectra Logic Spectra RXT Media

  • Page 1: Spectra Rxt

    ™ Spectra ® Troubleshooting Guide • Spectra RXT150 • RXT Media PN 90960005 Revision A...
  • Page 2 In no event shall Spectra Logic be liable for any loss of profits, loss of business, loss of use of data, interruption of business, or for indirect, special, incidental, or consequential damages of any kind, even if Spectra Logic has been advised of the possibility of such damages arising from any defect or error.
  • Page 3 Spectra Logic Corporation: Contact Information United States Office Spectra Logic Corporation Mailing 1700 N 55th Street Address Boulder CO 80301 Phone (800) 833-1132 or (303) 449-6400 (303) 939-8844 http://www.SpectraLogic.com Notices European Office Spectra Logic Europe Limited Mailing Magdalen Centre Address...

  • Page 4: Product Warnings

    Product Warnings AC Power Warning: Risk of electrical shock. To remove AC power from the Spectra RXT150, unplug the power cord from the power inlet. There are no user-serviceable parts within the unit. High Voltage Warning: The Spectra RXT150 contains high-voltage components that can cause injury or death.

  • Page 5: Table Of Contents

    Contents Chapter 1. Introduction About This Guide ..........7 Chapter 2.
  • Page 6 Contents Chapter 4. Warranty and Repair RXT Media Recommendation ........37 Contacting SpectraGuard Support .

  • Page 7: Chapter 1. Introduction

    1 Introduction About This Guide This guide describes the troubleshooting procedures for the Spectra RXT150 and Spectra RXT media. Intended Audience This guide is written for Spectra RXT150 users, who should already be familiar with the technical tasks associated with the maintenance and operation of backup systems.

  • Page 8: Chapter 2. Troubleshooting The Rxt150

    2 Troubleshooting the RXT150 This chapter covers the following information: • Ejecting RXT Media, below • Checking Messages and Flash Codes on page 13 • Capturing Debug Files on page 15 • Resetting the RXT150 on page 20 Ejecting RXT Media Note: Before you attempt to eject media in one of the following ways, be sure to call SpectraGuard Technical Support.
  • Page 9 Using the Force Eject Utility 1. Log in to the RLC as a user with Administrative privileges. 2. Select Maintenance > Tools. The RXT Utilities screen appears (Figure 2-1). Figure 2-1 The RXT Utilities screen, showing the Load/Unload RXT Media Pack utility. 3.
  • Page 10 Holding the Load/Unload Button Hold down the Load/Unload button (Figure 2-2) for approximately 15 seconds. Note: This action causes the drive to reboot, which in turn causes a forced eject. As a result of the reboot process, the host temporarily loses contact with the drive.
  • Page 11 Using an Allen Wrench for Manual Eject Note: You need a #2 Phillips screwdriver and a 5/64 Allen wrench (not included with the RXT150) to complete this procedure. 1. Stop any backups running to the RXT150 and power the unit down. 2.
  • Page 12 Chapter 2. Troubleshooting the RXT150 8. Locate the hole on the side of the RXT150. When you are looking at the front of the unit, this hole is on the right side, near the back of the unit (Figure 2-5). Front Figure 2-5 The hole on the right side of the unit.

  • Page 13: Checking Messages And Flash Codes

    Checking Messages and Flash Codes The Spectra RXT150 proactively provides information to users in two different ways: through the Web Interface and through the front panel’s digital display. The Web interface provides messages, and the digital display provides flash codes. The following sections describe how to use these helpful tools: •...
  • Page 14 Flash Codes Use the chart below to interpret the flash codes that appear on the digital display, then follow any recommended steps. If you need assistance, contact SpectraGuard Support. Code Meaning Powering On Booting Waiting Cooling Problem Firmware Error RXT150 Hardware Error Media Hardware Error RXT150 or RXT Media Hardware Error...

  • Page 15: Capturing Debug Files

    Capturing Debug Files SpectraGuard staff may ask for logs of debug files when they troubleshoot a problem. Debug files may reveal the source of errors in program code or in hardware. When you are instructed to gather debug files from the RXT150, follow the procedures as outlined in one of the following sections: •...
  • Page 16 Chapter 2. Troubleshooting the RXT150 3. Select Get Debug Files. The screen refreshes to show the utility’s description. 4. Select Run. The Get Debug Files Utility screen appears (Figure 2-8). Figure 2-8 The Get Debug Files Utility screen. 5. Select the type(s) of files to download. 6.
  • Page 17 Viewing Debug Files on the Web Interface If you want to review debug files for the last configured trace, follow these steps. Note: Debug files run constantly, and this screen can be viewed at any time. Each debug file contains up to 5MB of trace information. 1.
  • Page 18 Capturing Debug Files with the Serial Interface Before You Begin Before using the serial interface, make sure that: • You have a properly configured terminal emulator, such as TeraTerm. (HyperTerminal is not recommended for use with the RXT-150.) • You have a standard DB9 serial cable. •...
  • Page 19 Chapter 2. Troubleshooting the RXT150 4. Type , then press the Enter key on your keyboard; the Diagnostics Tracing Menu displays (Figure 2-10). Figure 2-11 The Diagnostics Tracing Menu. 5. Type (as instructed by SpectraGuard Support), the press Enter. The trace should take less than two minutes to run. 6.

  • Page 20: Resetting The Rxt150

    Resetting the RXT150 Resetting the RXT150 allows a soft reboot of the drive. Caution: Never reset the drive while data is being written to RXT media. Only reset the drive on the recommendation of SpectraGuard Technical Support. A drive reset erases valuable log information that SpectraGuard Support staff can use to diagnose problems.
  • Page 21 Resetting the RXT150 with the Serial Interface Before You Begin Before using the serial interface, make sure that: • You have a properly configured terminal emulator, such as TeraTerm. (HyperTerminal is not recommended for use with the RXT-150.) • You have a standard DB9 serial cable. •...

  • Page 22: Chapter 3. Troubleshooting Rxt Media

    3 Troubleshooting RXT Media This chapter reviews how to replace a failed hard drive inside of an RXT media pack. Caution: Only replace a disk drive in an RXT media pack under the direction of SpectraGuard support staff. Caution: A RAID 0 RXT media pack requires reformatting. Reformatting the RXT media pack destroys any user data that currently exists on the disks in the RXT media pack.

  • Page 23: Before Replacing Disk Drives

    Before Replacing Disk Drives Cautions Caution: Only replace a disk drive on the direction of SpectraGuard Support. Contact SpectraGuard Support if the Web interface or an LED indicates that a disk drive has failed. Figure 3-1 System message indicating an RXT media disk drive problem. Caution: Only use Spectra-Logic-approved drives for replacement.
  • Page 24 4. Contact SpectraGuard Support, as outlined on page 37. 5. Proceed only after support has directed you to replace a failed drive, and after you have procured an approved drive from Spectra Logic. 6. Shut down all backups to the RXT150.

  • Page 25: Replacing A Disk Drive In Silver And Green Rxt Media

    Replacing a Disk Drive in Silver and Green RXT Media Use this process to replace a 3.5-inch disk drive in Silver and Green RXT media. Opening the Media Pack 1. Carefully turn the RXT media pack upside-down. 2. Use a #1 Phillips screwdriver to remove the screws that secure the pack’s bottom (Figure 3-3 and Figure 3-4).
  • Page 26 Chapter 3. Troubleshooting RXT Media 4. Remove the electro-static discharge (ESD) panel (Figure 3-5) by lifting up first from the end with the overlapping tab (A), then sliding the panel out from the other end of the media pack (B). Figure 3-5 Removing the ESD panel (Silver media pack shown).
  • Page 27 Disconnecting the Disk Drive 1. Use a #2 Phillips screwdriver to remove the two screws closest to the open side of the pack (Figure 3-6). Figure 3-6 The screws on one side of a Silver RXT media pack. On Green RXT media, do this only for the drive—or the drive above the drive— that you are replacing (see Figure 3-7).
  • Page 28 Chapter 3. Troubleshooting RXT Media 4. Use a #2 Phillips screwdriver to loosen the ESD resistor screw on the side of the disk drive (Figure 3-8). Figure 3-8 The ESD screw (Silver media shown). On Green RXT media, you may get to skip this step. See Figure 3-9. If you are replacing a disk drive on this end, you do not need to...
  • Page 29 Chapter 3. Troubleshooting RXT Media 5. Use a #2 Phillips screwdriver to loosen the screw on the bracket that secures the connector to the disk drive (Figure 3-10). Figure 3-10 The bracket screw (Silver media shown). 6. Carefully remove the bracket from the disk drive, sliding it first down the cable, then off (Figure 3-11).
  • Page 30 Chapter 3. Troubleshooting RXT Media 7. Disconnect the disk drive connector (Figure 3-12) from the loose drive, then remove the disk drive from the pack. Figure 3-12 Disconnecting the disk drive connector. Note: If the failed disk drive is still in the pack (underneath the drive you just removed), then repeat Step through Step 7 for the other disk drive.
  • Page 31 Installing the New Disk Drive in Silver and Green RXT Media 1. Replace the failed disk drive with the new disk drive and plug in the disk drive connector. 2. Carefully replace the bracket that secures the connector to the disk drive, sliding it first up the cable, then into place.
  • Page 32 Chapter 3. Troubleshooting RXT Media 4. If the disk drive you replaced is the first drive that you could access when you removed the bottom of the pack, proceed to Step 5 below. If the drive you replaced is the drive underneath: •...
  • Page 33 Chapter 3. Troubleshooting RXT Media 8. Replace the ESD panel: • Slide the end with the cut-outs (Figure 3-16) into its place at the pogo-pad end of the pack (A in Figure 3-17). • Pinch the sides of the panel in (B in Figure 3-17) while pushing down (C in Figure 3-17) until the entire ESD panel lays flat in the pack.

  • Page 34: Replacing A Disk Drive In Gold Rxt Media

    Replacing a Disk Drive in Gold RXT Media Use this process to replace a 2.5-inch disk drive in Silver and Green RXT media. 1. Remove the two screws on the side panel of the RXT media (Figure 3-19). Figure 3-19 The two side panel screws.
  • Page 35 Chapter 3. Troubleshooting RXT Media 6. Slide the side panel’s metal tabs into the media pack’s slots (Figure 3-21). Caution: These tabs play a structural role in providing proper pressure on each of the disk drives in the RXT media pack. Confirm the orientation of the tabs before pressing the side panel into place;...

  • Page 36: Finish

    Finish 1. Load the RXT media pack into the RXT150. 2. Select Maintenance > Tools > Get RXT Media Pack Drive Status. The RXT media drives should report as Optimal (green), as shown in Figure 3-23. Figure 3-23 The Get RXT Media Pack Drive Status Utility screen. The RXT media pack automatically rebuilds itself when placed back into the RXT150.

  • Page 37: Chapter 4. Warranty And Repair

    Warranty and Repair This chapter reviews the RXT150 warranty and Spectra Logic’s repair policies and processes: • Contacting SpectraGuard Support on page 37 • RMA Returns on page 38 • RXT150 Repair Policy on page 39 Note: This warranty applies only to the RXT150. It does not include RXT media.

  • Page 38: Rma Returns

    RMA Returns Your technical support representative may ask you to return a problem component to Spectra Logic for servicing. To return an RXT150 or component for service: 1. Obtain a Return Materials Authorization (RMA) number from a technical support representative; this number identifies the part on its arrival.

  • Page 39: Rxt150 Repair Policy

    RXT150 Repair Policy Limited Warranty Spectra Logic warrants the RXT150 to be in good working order for a period of one full year from the date of shipment from Spectra Logic or an authorized Spectra Logic dealer. Should this product fail to be in good working order at any time during this...
  • Page 40 RXT150. The purchaser is responsible for paying the shipping and insurance charges for warranty goods to Spectra Logic. Spectra Logic will pay for shipping the repaired item back to the purchaser.
  • Page 41 Next Business Day On-Site Service This service includes telephone access to a Support representative from 8:00am to 5:00pm local time Monday through Friday, excluding Spectra Logic holidays. If the Support representative determines that the RXT150 requires repair, an on-site service provider will be dispatched for the following business day.

  • Page 42: Rxt Media Repair Policy

    RXT media pack and rebuilding the RAID volume. Spectra Logic is available during the hours listed in the RXT150 contract for telephone support to assist with the installation of replacement components if needed.
  • Page 43 • Upon verification of required repair, customer ships the media pack to Spectra Logic. • If the failure was in a SATA drive, Spectra Logic removes the faulty drive, rebuilds the RAID, and returns the media pack to the customer within 48 hours of receiving it.

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