Telephone Support, North and South America | HP 20-Feb manual

Telephone Support

To obtain technical assistance, call the support representative nearest you.

North and South America

Note	For the latest list of phone numbers for HP Customer Support, see
	http://www.hp.com/go/support. Phone charges may apply.

■Argentina

(541)778 8380

■Brazil

(011)829 6612

■Canada

905-206-4663

■Chile

800 360 999

■Mexico

800 427 6684

■United States

(970)635-1500; Monday - Friday,

7 am - 5pm Mountain Time

■Venezuela

800 47 888 (Caracas 207 8488)

Appendix B

Appendix

Contacting HP Customer Support 203

Image 205

HP 20-Feb manual Telephone Support, North and South America

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 Terms Revision History Updates Updates Contents Configuring the Library Chapter Library AdministrationConfiguring the Mailslot Overview Dynamic Host Configuration Protocol Dhcp Chapter Replacing Parts and Upgrading Firmware Chapter Troubleshooting and Diagnostics Appendix B Customer Support Appendix a Technical Specifications Warranty Information Appendix C Error Code ReferenceLibrary Error Codes GlossaryPage This chapter describes the following Chapter Overview Callout Component Description Number Identifying Product ComponentsScsi interface cables Your cables may look different from those in . Cable Component DescriptionTypes vary depending on library model Choosing a Location Specifications, refer to Technical Specifications onHumidity 20-80% RH Square foot Tip rating ClearanceLevel surface Rack location requirements Tools and Parts 55mm bezel depth Brackets are typically used with older HP racks that have a To the tape library if the rack tips over Rackmounting the LibraryAbove the floor To create proper alignment Front Clip Nut Placement 4/40 Series Back To allow enough clearance, illustrated in on Front Back Upper and Lower Rails Drives. See Removing and Replacing Drive Modules on Install the library162 for more information Series Library Library 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 Screws Preparing 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 usage Power on other peripherals, and then the host Must be easily accessible at all times Jumper cable with Scsi 68-pin connectors Host user configuredRemote management card LAN connection Appropriate 68-pin Scsi terminator Series 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 drive Those products. For detailed information on HP supported Fibre Channel Cable ConnectionsFibre Channel Cabling Alternatives 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 switch Series Fibre Channel Connections LAN 10/100 Series Fibre Channel Connections 10/100 Series Fibre Channel Connections Backup Software Compatibility Verifying the Host ConfigurationUsing HP Library & Tape Tools Windows Windows NT HP-UX and MPE/iX Sun Solaris Enabling and Changing the Password on Configure the library using the remote management card seeGetting Started Software Moving 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 materials Chapter Latch Stops Operating the Library Home Screen Front Panel Overview Status Bar Failed Partially Healthy Available Status bar can display the icons listed in on page 62 and on Approximately three minutes of inactivity, unless an error Front panel defaults back to the home or logo screen afterNesting Acknowledged Understanding the Menu Structure This section includes information on Using Tapes Mixed Media Web-Based Library Administrator, or your backup software Selected drives using the library or autoloader front panelMedia Migration HP Library & Tape Tools OX6 OJX Service Provider Maintaining Ultrium Cartridges Using HP Ultrium Cartridges Write-Protecting Ultrium Cartridges Using Ultrium Cartridge Bar Code Labels Part Number Description Ordering Ultrium Cartridges and Bar Code Labels Labels Using Ultrium Cleaning Cartridges Repeated failures and help ensure uninterrupted backup Using DLT Tape CartridgesInspecting DLT Cartridges Tape leader Spring-loaded hub Door lock From the cartridge Write-Protecting DLT Cartridges Using 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 Labels Using DLT Cleaning Cartridges Magazine Access Accessing Tapes in the Library Removing/Replacing a Magazine Write-Protect Switch Availability message see Partial Availability State on Mailslot is located in the upper right-hand drawer Mailslot AccessLibrary Loading a Tape Into a Drive Drive and Tape OperationsReverse video indicate those reserved for the mailslot Unloading a Tape from the Drive Cleaning a DriveMain Menu Operations Drive and Tape Operations Drive. Damage may occur if inappropriate media is used. For Remote Management Card on Moving Tapes Between SlotsStatus screen indicates the tape is being moved Library Administration Menu Item Description Default Options Configuring the LibraryDhcp 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 management Configuring the Mailslot Number Advantages and Disadvantages Mailslots Magazine Access on A tape in a drive Main Menu Administration Change Configuration Mailslot Overview Using the Remote Management Card Dhcp only manages dynamic allocation of IP addresses Dynamic Host Configuration Protocol DhcpAssigning device names with Dhcp is not recommended Management Programs Description Supported Configurations Web browser. See Enabling and Changing the Password on Configuring the Remote Management Card Device 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 Library Retrieving Information about the Remote Management Card Configuration Configuring the Library for Fibre ChannelWhen Fibre Channel controllers are installed in the library Selecting this mode Then power-cycling the libraryDocumentation to ensure soft addressing is supported before Actual connection achieved depends on the external You can also change configuration from remote access. SeeTopology and network. Consequently, Current Status may Retrieving information about Fibre Channel Devicea Setting Scsi IDsBecause it is typically used by the host computer 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 time Great Britain, Lisbon, Monrovia, Casablanca UTCUTC +1 Prague, Warsaw, Budapest Library Information Retrieving Library Information See Menu option InformationIdentity Displays the library’s serial number Main Menu Information View Configuration Configuration InformationDrive Information Date and Time Power SuppliesFirmware Revisions Retrieving Library Information This chapter includes information on the following Troubleshooting Diagnostics Identify the type of error Troubleshooting Overview Error Types Understanding Error Types Soft Recovered Errors Understanding Error States Using the Soft Error Log Partial Availability State Configuration issue and does not necessarily indicate aHardware failure Library Status Cause Solution Upgrading Firmware on Present in all but the lowest level Date and Time on Set Front panel Library 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 Amber Library Back Panel Ready LED Activity LED Link LED Scsi LED Controller LED Lvds Library Controller Card LEDs Library Expansion Card Activity LED Module might look different from the illustration above Yellow Green Description Power 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, 4/40 Or Fibre Channel bus. Cycling power when the Scsi bus or Troubleshooting Common ProblemsProblem Solution System Diagnostic tool Using the Remote Management Card on Power cycle the library Ready state after the powerCompatibility 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 on Discard the tape and contact your support representative Error code 101, qualifier RepresentativeDrive rejected load of tape 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 Performance Try a new tape. a marginal tape can cause performance Card See Using the Remote Management Card on Manually Rewinding a Stuck DLT Tape Following procedure is for DLT tape drives only. For tapesStuck in an Ultrium tape drive, contact your support Ensure that the spring-loaded latch has been rotated outward Removing a Stuck DLT Tape Spring-Loaded Latch and Thumb-Wheel HP Library & Tape Tools Diagnostic Support ToolsFollowing tools are available for the library Support Tools Manager and Sysdiag Test Description Running Library Diagnostic Tests Tape 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, an Replacing Parts Upgrading Firmware Removing a Card Removing and Replacing Cards Replacing 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 OK Connection to be removed is located inside the drive module Removing a Drive Module Removing 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 drives Removing the Power Supply Removing and Replacing the Power SupplyState, do not power cycle 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 housing Removing the Cover Removing the Library Cover and Feet 2/20 & 4/40 Series Only Removing the Feet Removing a Cosmetic Door Face Removing and Replacing a Cosmetic DoorReplacing a Cosmetic Door 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 on Library, as this can prevent a firmware download Using HP Library & Tape Tools library and drive firmware Drivers pull-down menu Library administrator password is required for this processBe permitted to download firmware Remove the firmware upgrade tape from the library Using a Firmware Upgrade Tape drive firmware onlyOriginal slot Upgrading Firmware Appendix provides information on the following Appendix Overview Characteristic Specification Environmental Specifications Description All models Library SpecificationsMtbf 100,000 Hours robotics only Description Specification Physical Specifications FCP-2 compliant Interface Cable SpecificationsCable Maximum supported length Drive Compatibility Drive Compatibility SpecificationsMedia Compatibility Drive Type Read-compatible Write-compatible Cartridges Drive type Cleaning cartridge type HP part number Description HP Ultrium HP Ultrium Drive and Media Specifications250,000 hours Always use HP-branded media Characteristic Ultrium MediaUltrium Format Trademark 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 will Read/write transfer rate Non-compressed mode DLT Drive and Media SpecificationsDescription Quantum DLT MB/second Loads/unloads Characteristic DLT Type IV Media DLT Bar Code Specifications This appendix provides information on the following Customer Support Registering Your Product SupportPacks Support Services SupportPack Number Description Your support or sales representative Service ContractsOption Description Warranty Upgrade Service Contracts Backup Software Support Information Needed for Support Contacting HP Customer Support North and South America Telephone Support Monday Friday, 830 1800 C.E.T European Customer Support Centers Asia Pacific Customer Support Centers Elsewhere Appendix Warranty Information Warranty Information Warranty Information Appendix For more information, see Information Needed for Support on Library Error Codes Controller card. See Interpreting Library LEDs Decimal Hex Description Recovery Method Error0AH 0CH 0BH0DH 0EH 1AH See Troubleshooting Common Problems on1BH 1CH 3BH 3AH3CH 3DH 3EH Failed to load a tape Into a drive Appropriate testing3FH 4BH 4AH4CH 4DH 5AH Powering on the Library onReplacing Drive Modules on 6EH 7BH 7AHUnsuccessful Removing and Replacing Cards on 7EH 8CH 8AH 8EH 8DH8FH 9BH Library 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