E-mailing Logs
Logs provide a summary of the current status of the library, and include
configuration settings and information provided in Operator Interventions.
Capture current logs of the library both before and after you perform service. To
e-mail current logs:
1. Ensure that no applications are accessing the library. If a Progress Screen is
open, wait until it closes before attempting to generate the logs.
2. Capture a current library log. To capture a library log from the Web User
Interface, select Service Library → Capture Log.
3. When requested by IBM, attach the log to an email message and send it to IBM
Technical Support for further diagnosis.
Pre-Call Checklist
If you have questions or problems concerning the library, perform the following
steps before placing a call to IBM Technical Support.
Note: Where instructions refer you to the web, visit
http://www.ibm.com/storage/support/lto.
1. Verify that you have exhausted all troubleshooting options (refer to
“Diagnosing a Problem” on page 9-3.
2. Verify that the drive’s firmware is at the most recent level (see “Viewing Drive
Information” on page 7-13). To determine the latest release of firmware, visit
the web.
3. Verify that your device drivers are at the most recent level (see your server
(host) manual for instructions).
v For the latest release of IBM device drivers, visit the web.
v For the latest release of device drivers by Independent Software Vendors
(ISVs), visit the appropriate third-party web site.
4.
Verify whether your hardware and software configuration is supported. To
determine the latest supported attachments, visit the web.
5. Perform a general checkup of the hardware and connections:
v Ensure that you are using the correct SCSI terminator and that you are not
mistakenly using a SCSI wrap plug.
v Ensure that the SCSI cable connector does not contain bent or recessed pins.
v Ensure that all retention screws for the SCSI cable and terminator are
securely tightened.
6. If you still have a problem after completing the above steps, see “Contacting
IBM Technical Support.”
Contacting IBM Technical Support
v Perform the steps in “Pre-Call Checklist” before placing a call to IBM Technical
Support.
v Prior to calling IBM Technical Support, the customer is responsible for following
IBM’s published LTO diagnostic procedures including any needed update to the
latest level of firmware. For details, visit
http://www.ibm.com/storage/support/lto.
v The IBM Support Center will assist with problem determination and initiate
shipment of a replacement part, if needed, to the customer’s location.
Chapter 9. Troubleshooting 9-15
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