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HP 20-Feb manual Customer Support, This appendix provides information on the following

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Customer Support

B

Appendix Overview

This appendix provides information on the following:

■Registering Your Product on page 196

■Support Services on page 197

■Contacting HP Customer Support on page 202

■Warranty Information on page 207

Appendix Overview 195

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HP 20-Feb manual Customer Support, This appendix provides information on the following

Contents

20, 4/40 60, 8/80, 10/100 series User’s guide Page Hp surestore tape library User guide This Manual Typographical Conventions and TermsRevision History UpdatesUpdates Contents Configuring the Library Chapter Library AdministrationConfiguring the Mailslot Overview Dynamic Host Configuration Protocol DhcpChapter Replacing Parts and Upgrading Firmware Chapter Troubleshooting and DiagnosticsAppendix B Customer Support Appendix a Technical SpecificationsWarranty Information Appendix C Error Code ReferenceLibrary Error Codes GlossaryPage This chapter describes the following Chapter OverviewScsi interface cables Identifying Product ComponentsCallout Component Description Number Types vary depending on library model Component DescriptionYour cables may look different from those in . Cable Humidity 20-80% RH Specifications, refer to Technical Specifications onChoosing a Location Level surface ClearanceSquare foot Tip rating Rack location requirements Tools and Parts 55mm bezel depth Brackets are typically used with older HP racks that have aTo the tape library if the rack tips over Rackmounting the LibraryAbove the floor To create proper alignmentFront Clip Nut Placement 4/40 Series Back To allow enough clearance, illustrated in on Front BackUpper and Lower Rails Drives. See Removing and Replacing Drive Modules on Install the library162 for more information Series LibraryLibrary Installation Installing the Stop Bracket for the 2/20 Series Library Chapter Larger trim brackets Flush-mount trim brackets Trim Brackets 4/40 Series Trim Brackets 6/60 Series Larger trim brackets Location of Securing ScrewsPreparing the Host for Installation Connecting and Powering on the Library Library Back Panel Scsi Cable Connections Library is configured with Fibre ChannelRefer to Fibre Channel Cable Connections on page 41 if Dual port cards are available and will reduce slot usagePower on other peripherals, and then the host Must be easily accessible at all timesJumper cable with Scsi 68-pin connectors Host user configuredRemote management card LAN connection Appropriate 68-pin Scsi terminatorSeries SCS Cable Connections Series SCS Cable Connections 10/100 Series Scsi Cable Connections Host Scsi cable to drive Scsi cable from the library controller card to driveFibre Channel Cabling Alternatives Fibre Channel Cable ConnectionsThose products. For detailed information on HP supported Connecting and Powering on the Library Power on the hub or switch if present Connecting and Powering on the Library To drive Remote management card LAN Hub or switchSeries Fibre Channel Connections LAN 10/100 Series Fibre Channel Connections 10/100 Series Fibre Channel Connections Using HP Library & Tape Tools Verifying the Host ConfigurationBackup Software Compatibility Windows Windows NTHP-UX and MPE/iX Sun SolarisEnabling and Changing the Password on Configure the library using the remote management card seeGetting Started SoftwareMoving or Shipping the Library Chapter Moving or Shipping the Library For libraries mounted in a rack, proceed to the next step Or service representative to obtain packaging materialsChapter Latch Stops Operating the Library Home Screen Front Panel OverviewStatus Bar Failed Partially Healthy Available Status bar can display the icons listed in on page 62 and onApproximately three minutes of inactivity, unless an error Front panel defaults back to the home or logo screen afterNesting AcknowledgedUnderstanding the Menu Structure This section includes information on Using TapesMixed Media Web-Based Library Administrator, or your backup software Selected drives using the library or autoloader front panelMedia Migration HP Library & Tape ToolsOX6 OJX Service ProviderMaintaining Ultrium Cartridges Using HP Ultrium CartridgesWrite-Protecting Ultrium Cartridges Using Ultrium Cartridge Bar Code Labels Part Number Description Ordering Ultrium Cartridges and Bar Code LabelsLabels Using Ultrium Cleaning CartridgesInspecting DLT Cartridges Using DLT Tape CartridgesRepeated failures and help ensure uninterrupted backup Tape leader Spring-loaded hub Door lock From the cartridge Write-Protecting DLT CartridgesUsing DLT Cartridge Bar Code Labels Proper DLT Label Position HP DLT tape cartridges can be purchased in a variety of ways Ordering DLT Cartridges and Bar Code LabelsUsing DLT Cleaning Cartridges Magazine Access Accessing Tapes in the LibraryRemoving/Replacing a Magazine Write-Protect Switch Availability message see Partial Availability State on Library Mailslot AccessMailslot is located in the upper right-hand drawer Reverse video indicate those reserved for the mailslot Drive and Tape OperationsLoading a Tape Into a Drive Unloading a Tape from the Drive Cleaning a DriveMain Menu Operations Drive and Tape Operations Drive. Damage may occur if inappropriate media is used. ForStatus screen indicates the tape is being moved Moving Tapes Between SlotsRemote Management Card on Library Administration Dhcp Configuring the LibraryMenu Item Description Default Options Description Setting Administration procedures can be password protected. These Enabling and Changing the PasswordRepair, and setting the date and time. a password is also Required for administration through the remote managementConfiguring the Mailslot Number Advantages and Disadvantages Mailslots Magazine Access onA tape in a drive Main Menu Administration Change Configuration MailslotOverview Using the Remote Management CardAssigning device names with Dhcp is not recommended Dynamic Host Configuration Protocol DhcpDhcp only manages dynamic allocation of IP addresses Management Programs Description Supported ConfigurationsWeb browser. See Enabling and Changing the Password on Configuring the Remote Management CardDevice name you select to the domain name server DNS Enter the IP Address Use the + key to change the numberInstructions and online help screens describing remote Management are available from the Web-Based LibraryRetrieving Information about the Remote Management Card When Fibre Channel controllers are installed in the library Configuring the Library for Fibre ChannelConfiguration Documentation to ensure soft addressing is supported before Then power-cycling the librarySelecting this mode Topology and network. Consequently, Current Status may You can also change configuration from remote access. SeeActual connection achieved depends on the external Retrieving information about Fibre Channel Because it is typically used by the host computer Setting Scsi IDsDevicea For more than eight days, the new settings may be lost Main Menu Administration Set Date and Time Setting the Date and TimeYear. Occasional adjustment is normal To set the date and timeGreat Britain, Lisbon, Monrovia, Casablanca UTCUTC +1 Prague, Warsaw, BudapestLibrary Information Retrieving Library InformationIdentity Displays the library’s serial number Menu option InformationSee Drive Information Configuration InformationMain Menu Information View Configuration Firmware Revisions Power SuppliesDate and Time Retrieving Library Information This chapter includes information on the following Troubleshooting DiagnosticsIdentify the type of error Troubleshooting OverviewError Types Understanding Error TypesSoft Recovered Errors Understanding Error StatesUsing the Soft Error Log Hardware failure Configuration issue and does not necessarily indicate aPartial Availability State Library Status Cause Solution Upgrading Firmware on Present in all but the lowest level Date and Time on Set Front panelLibrary When replacing parts Hard Unrecovered Errors Chapter Host Software and Media Errors Backup Software Errors Interpreting Library LEDs Library failed Hard Unrecovered Errors onAvailability State on Flashing AmberLibrary Back Panel Ready LED Activity LED Link LEDScsi LED Controller LEDLvds Library Controller Card LEDs Library Expansion Card Activity LED Module might look different from the illustration above Yellow Green DescriptionPower supply will not have LEDs Redundant power supply comes standard with the 8/80DC Output LED 10/100 series libraries, but is an option for 2/20, 4/40Or Fibre Channel bus. Cycling power when the Scsi bus or Troubleshooting Common ProblemsProblem Solution SystemCompatibility on Power cycle the library Ready state after the powerDiagnostic tool Using the Remote Management Card on For Ultrium tapes, contact your service representative Disconnect from the host, and power cycleFor DLT tapes, see Removing a Stuck DLT Tape on Tests onDrive rejected load of tape Error code 101, qualifier RepresentativeDiscard the tape and contact your support representative Problem Solution Cause Temperature Sure the latest drive firmware is being used Host does not detect Looking for newer versions of the stored pages. Configuring Local access by listing the domains to excludeConnections/Advanced page of the browser options Library PerformanceTry a new tape. a marginal tape can cause performance Card See Using the Remote Management Card on Stuck in an Ultrium tape drive, contact your support Following procedure is for DLT tape drives only. For tapesManually Rewinding a Stuck DLT Tape Ensure that the spring-loaded latch has been rotated outward Removing a Stuck DLT TapeSpring-Loaded Latch and Thumb-Wheel Following tools are available for the library Diagnostic Support ToolsHP Library & Tape Tools Support Tools Manager and Sysdiag Test Description Running Library Diagnostic TestsTape that is receiving data from the host Selects a random full storage slot, moves the tape DemonstrationTo the drive, and repeats the process until all drives Are full. The test locates a full slot, a full drive, anReplacing Parts Upgrading Firmware Removing a Card Removing and Replacing CardsReplacing a Card Removing and Replacing Drive Modules Taking a Drive Offline for on-line drive replacement onlyUnloading a Tape from a Drive Select the drive with the -or + keys, and press OKConnection to be removed is located inside the drive module Removing a Drive ModuleRemoving a Drive Installing a Drive Module You may get a drive firmware mismatch error if you have Cycle, you must power cycle the library for the library toNew drive, you may need to reboot the host Recognize the additional drivesState, do not power cycle Removing and Replacing the Power SupplyRemoving the Power Supply Replacing the Power Supply Replacing the Redundant Power Supply Replacing the Redundant Power Supply Module Redundant backup Module. By default, power is always kept on to ensureModule and one power supply unit. If you need an individual Replacement module and discard the rest of the housingRemoving the Cover Removing the Library Cover and Feet 2/20 & 4/40 Series OnlyRemoving the Feet Replacing a Cosmetic Door Removing and Replacing a Cosmetic DoorRemoving a Cosmetic Door Face Release tab Sheet-metal tab Cosmetic door connecting hooks Checking the Firmware Revision Upgrading FirmwareMismatch, new firmware must be downloaded to resolve Condition. See Partial Availability State onLibrary, as this can prevent a firmware download Using HP Library & Tape Tools library and drive firmwareBe permitted to download firmware Library administrator password is required for this processDrivers pull-down menu Original slot Using a Firmware Upgrade Tape drive firmware onlyRemove the firmware upgrade tape from the library Upgrading Firmware Appendix provides information on the following Appendix OverviewCharacteristic Specification Environmental SpecificationsDescription All models Library SpecificationsMtbf 100,000 Hours robotics onlyDescription Specification Physical SpecificationsFCP-2 compliant Cable Maximum supported length Cable SpecificationsInterface Drive Compatibility Drive Compatibility SpecificationsMedia Compatibility Drive Type Read-compatible Write-compatibleCartridges Drive type Cleaning cartridge type HP part number250,000 hours HP Ultrium Drive and Media SpecificationsDescription HP Ultrium Ultrium Format Trademark Characteristic Ultrium MediaAlways use HP-branded media Manufacturer, ‘n’ is the volume serial number, and ‘XY’ For cleaning cartridge messages, ‘CLN’ denotes that it is aID for first generation data cartridges is ‘L1 Represents the media ID as stated above. Bar codes willRead/write transfer rate Non-compressed mode DLT Drive and Media SpecificationsDescription Quantum DLT MB/secondLoads/unloads Characteristic DLT Type IV MediaDLT Bar Code Specifications This appendix provides information on the following Customer SupportRegistering Your Product SupportPacks Support ServicesSupportPack Number Description Option Description Service ContractsYour support or sales representative Warranty Upgrade Service Contracts Backup Software Support Information Needed for Support Contacting HP Customer SupportNorth and South America Telephone SupportMonday Friday, 830 1800 C.E.T European Customer Support CentersAsia Pacific Customer Support Centers Elsewhere Appendix Warranty Information Warranty InformationWarranty Information Appendix For more information, see Information Needed for Support on Library Error Codes0AH Decimal Hex Description Recovery Method ErrorController card. See Interpreting Library LEDs 0CH 0BH0DH 0EH1AH See Troubleshooting Common Problems on1BH 1CH3BH 3AH3CH 3DH3FH Failed to load a tape Into a drive Appropriate testing3EH 4BH 4AH4CH 4DH5AH Powering on the Library onReplacing Drive Modules on 6EH7BH 7AHUnsuccessful Removing and Replacing Cards on 7EH8CH 8AH8EH 8DH8FH 9BHLibrary Error Codes Appendix Glossary Glossary Glossary Glossary Glossary Glossary Index DLT 229 Lifting straps Scsi ID 232 233 234 Page Copyright Hewlett-Packard Company Edition 5 June