Chapter 11: Troubleshooting
About Diagnostic Tickets
Quantum Scalar i40 and Scalar i80 User’s Guide 313
The library has a number of visual cues to alert you that one or more
diagnostic tickets exist:
• The library’s ticket indicator LED turns on to indicate that at least
one ticket exists (see
Front Panel LEDs on page 321).
• The operator panel displays a health status icon (see Health status
on page 26 for description).
• The Web client displays a subsystem status icon (see Subsystem
Status on page 32).
You can frequently resolve a simple problem yourself, but if the problem
is complex or involves a field replaceable unit (FRU), you will be directed
to contact Quantum Support. Only qualified service technicians can
service FRUs.
Viewing, Closing, and
Resolving Diagnostic
Tickets
The initial status of all diagnostic tickets is Unopened. Once you select
the
Resolve button, the ticket status changes to Opened. When you
close the ticket, its status changes to Closed. You can view Opened and
Unopened tickets on both the operator panel and the Web client, but
you can view Closed tickets only on the Web client.
You can view and close diagnostic tickets on both the operator panel
and the Web client, but only the Web client provides a complete
description of the event and guides you through a series of steps to
resolve the issue. It is recommended that you use the Web client to view
and resolve all your diagnostic tickets.
You can close all tickets at once but this is not recommended. It is
recommended that each diagnostic ticket be viewed, analyzed, and
closed individually.
Only one person at a time can resolve a ticket. Multiple users can,
however, view ticket details simultaneously.
If your Web client session goes down while resolving a diagnostic ticket,
you must wait 3 minutes before you can continue resolving the
diagnostic ticket.
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