5
Service Calls and Help 5-1
5
Service Calls and Help
A fault symptom code (FSC) might appear on the Virtual Operator Panel (VOP) screen
or the tape drive's front panel display screen of rack mounted tape drives. You might
be able to correct the problem (see Table D–1 or "Potential Operator Recovery
Scenarios" on page D-3). If you cannot correct the problem:
■ Record the FSC information for your service representative.
Some errors result in the state of the drive status indicator changing color, flashing, or
both. Refer to "Library Tray Rear Panel" on page 1-2 for additional details.
If you gather as much of the following information as possible before you open a
service request, the process is much easier:
■ Account name and location
■ Contact name and telephone number
■ Equipment model number
■ Tape drive address
■ Tape drive code level
■ Tape drive serial number
■ Urgency of the problem
■ FSC from either the tape drive's front panel display screen (rack mount), the VOP
window, or as displayed on the host system display screen
■ Problem description
■ What color and flash rate is exhibited by indicators on the rear of the drive tray?
■ Is the tape drive in a library? If so, which library?
■ If the tape drive was running properly before this incident:
– What changes have been made to the site recently?
– What software application was running at the time of the failure?
– Were any hardware configuration changes made recently?
– Were any software configuration or upgrades done recently?
– Were any additions or deletions to the hardware or software done at the site?
■ If the drive was not running properly, what was the last problem?
Open a service request at My Oracle Support (MOS):
https://support.oracle.com
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