Problem Possible Corrective Action
IDE drive is not detected
(using TDA7-5 on a TD4
PCIe port)
Ensure that the blue end of the IDE signal cable faces the IDE
adapter, and that the IDE drive is configured for Master or
Single Drive mode. Also, if the IDE PCIe adapter was hot
plugged into TD4, power off the unit, connect the PCIe drive/
adapter to TD4, and then power on the unit.
SATA or SAS drive is not
detected
Use only the unified SATA/SAS cables provided by Tableau
(TC4-8-R4). With some SATA drives, the SATA connector
may be loose. Ensure the cable is seated properly in the
SATA connector of the drive. Note that SATA/SAS interface
cables can develop connectivity issues over time through
normal use. It is recommended to periodically replace your
SATA/SAS cables or to keep some spares on hand in case of a
suspected bad cable.
USB drive is not detected While there are a variety of reasons a USB drive may not
detect on TD4, one possible explanation is that it is a self-
encrypting drive with a proprietary detection/unlocking
interface. Kingston’s IronKey is an example of such a drive
series. These types of drives expose a small CDFS volume to
the host system instead of the main data volume. This CDFS
volume typically includes product literature and, more
importantly, an application that allows for password entry
on a x86/Windows based host system. TD4 cannot run these
proprietary unlocking applications, and, as of the initial TD4
release (23.1) they will fail to detect all together.
Tableau has tested TD4 with an extensive in-house library of different drives
spanning many years of drive development, but there may still be compatibility
issues with some drives. Tableau issues firmware updates to address most
compatibility issues. If your drive is not recognized by TD4, check the Tableau
Download Center at https://www.opentext.com/products/tableau-download-center
to see if any firmware updates are available for TD4.
If there are no firmware updates available to resolve your detection issue, contact
your Tableau reseller or OpenText My Support at https://support.opentext.com to
report your issue.
6.2.5 Real-time clock data retention issue
Under normal operating conditions, the real-time clock on your TD4 should retain
the time and date settings for the life of the product. If the time and/or date setting is
not being retained after power cycles, there could be an issue with the battery inside
the unit. We do not recommend opening your TD4 for any reason, including battery
replacement. If you notice an issue with the time and/or date setting not being
retained, contact OpenText My Support at https://support.opentext.com to report
your issue and ask for further assistance.
Chapter 6 Specifications and troubleshooting
86
OpenText™ Tableau™ Forensic TD4 Duplicator
ISTD230100-UGD-EN-1
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