Asset ID:	1-71-1016821.1
Update Date:	2010-12-29
Keywords:

---

Solution Type  Technical Instruction Sure

Solution  1016821.1 :   Tape - Information needed to Escalate a Tape Problem to Support  


PreviouslyPublishedAs
227124

Applies to:

Sun StorageTek 9840 Tape Drive
Sun StorageTek 9840D Tape Drive
Sun StorageTek 9940B Tape Drive
Sun StorageTek 9940 Tape Drive
Sun StorageTek T10000A Tape Drive
All Platforms
Checked for relevance on 29-Dec-2010.

Goal

Information needed to troubleshoot a tape problem
Information needed to escalate issue
Tape troubleshooting
Escalation information
Library troubleshooting

Solution

Information needed to Escalate a Tape Problem to Support

Following is information needed to troubleshoot and escalate tape or library problems. Things required will vary depending on how involved the problem is and what product is being worked on.

(All information steps do not have to be provided on each case escalated)

1. Need Problem number from database: MOS (Required)
a. Exact error message: (Gather complete log which shows error)
b. Date of first occurrence:
c. Detailed account of events prior to the error:
d. Detailed description of actions taken since the detection of the error:
e. Severity:
f. Suspected device or devices:

2. Make, Model of all Tape drives and library: (Required)
a. Level of Microcode on the library
b. Level of Microcode on the tape device:
c. Fault Symptom Codes (FSCs) from STK Library:
d. Fault Symptom Codes (FSCs) from STK tape drives:
e. STK Library FSC or LMU logs:
f. Tape Drive Dumps, Logs and/or traces for tape drives:
i. DLT/SDLT Log page 7  Refer to Solution (See Internal Comments)
Refer to <Document: 1013576.1> for information to pull SDLT logs.
ii. 9840/9940 drive dump, event logs and/or perm logs
iii. Seagate/Quantum LTO using TapeRx.
Refer to <Document: 1015648.1> for information to pull Seagate/Quantum logs.
- Bezel Light combinations
iv. HP LTO logs using HP TAPE TOOLS.
Refer to <Document: 1013260.1> for information to pull HP logs.
- Bezel Light combinations
v. IBM LTO logs using NTUTIL or TAPEUTIL.
Refer to <Document: 1016763.1> for information to pull IBM logs.
- Number on LCD Panel
vi. T10000 logs using VOP.
Refer to <Document: 1013674.1> for information to pull T10000 logs.

3. Make, Model, and BIOS Level of Host Computer:

4. Tape Management Software and Revision (Backup or Archive application):
a. Gather complete tape logs showing error or backup failure

5. Operating System version and Patch listing or Service Pack Level:
a. Gather complete OS system logs and/or output from commands as dictated below.
Sun StorageTek SL48 Tape Library
Sun StorageTek Super-DLT220 Desktop Drive
Sun StorageTek T10000 Tape Drive Sun StorageTek SL48 Tape Library Sun StorageTek Super-DLT220 Desktop Drive
Sun StorageTek T10000 Tape Drive

Internal Comments

SL8500, 9940, 9840, audited, DLT, L1400, Information needed to troubleshoot a tape problem, SDLT, Information needed to escalate issue, Tape troubleshooting, Escalation information, Library troubleshooting, L20, L40, L80, T10000, L700, L180, LTO, SL500
Previously Published As STKKB78311

 

Attachments

This solution has no attachment