1. Attempt a drive unload/eject operation from the backup software.
Many backup applications will issue a Prevent Media Removal (PMR) command to the drive
robot in an attempt to prevent human interference during a backup job. If this occurs, the software
that issued the PMR must be used to load and unload tapes.
2. Shut down backup software and, if in a Windows environment, stop removable storage services.
3. Press the Eject button on the front of the tape drive.
Sometimes it is necessary to use the Eject button instead of software to unload a tape because
software can lose communication with the product or a rogue application can prevent the software
from unloading the tape.
IMPORTANT: This can take several minutes in many cases. Ensure that drive activity has
stopped before continuing on (waiting 10 minutes is a good rule of thumb). It is important that
you allow sufficient time for the drive to complete rewinding the cartridge. If you interrupt it, you
may damage the media or the tape drive.
4. If the cartridge could be ejected prior to this step, there is no problem with the drive or media and
the following steps are not required. If it could not be ejected using the steps above, there may be
a problem with the cartridge or drive.
Power down the drive.
5. Disconnect the data cable.
6. After at least 15 seconds, power the drive back up and wait till the drive is idle/ready.
CAUTION: Use care when disconnecting data cables to ensure that connectors are not reversed,
pins are not bent, and so on.
IMPORTANT: Powering up with a cartridge in the drive can take several minutes. It is important
that you allow sufficient time for the drive to complete rewinding the cartridge. If you interrupt
it, you may damage the media or the tape drive.
7. Ensure that drive activity has stopped (waiting 10 minutes after power up is a good rule of thumb).
Push the Eject button.
This step attempts to overcome unload issues due to the drive being in an abnormal state or because
Prevent Media Removal has been incorrectly left on after being set by a rogue application.
8. Initiate a force eject or emergency unload operation by pressing and holding the Eject button for
15 seconds. This step causes the drive to try everything possible to unload the tape.
CAUTION: You may lose data if you force eject a cartridge that is in the middle of a backup.
The tape may also become unreadable because an EOD (End of Data) mark may not be properly
written.
9. If the cartridge is still jammed, the tape drive has failed. Contact customer support at http://
www.quantum.com/ServiceandSupport/index.aspx.
32 Troubleshooting
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