CHAPTER 4 TROUBLESHOOTING
GATHERING TROUBLESHOOTING INFORMATION FOR TECHNICAL SUPPORT
Before contacting Tandberg Data Technical Support, complete the following steps to gather all of the required information. Having this information available before you call Technical Support will allow your representative to help you as efficiently as possible. When you have all of the required information see “Contacting Tandberg Data” on page iv to contact Technical Support.
VXA-320 TAPE DRIVE INFORMATION
Serial number. What is the tape drive’s serial number? The serial number is located on the label attached to the tape drive (see Figure
Firmware level. What version of firmware is currently loaded in the tape drive? Use VXATool to display the current version of firmware in your tape drive. Check www.tandberg.com for the latest release of
Tape drive configuration. Is the tape drive an internal model (installed in a server); external model; or integrated within a library?
LED status. Do the tape drive LEDs indicate an error state? Refer to Table
SCSI BUS INFORMATION
SCSI host bus adapter make and model. What is the make and model of SCSI host bus adapter connected to the tape drive? Make certain that the LVD SCSI host bus adapter and any necessary drivers installed in the host computer are compatible with the
SCSI bus configuration. What is the configuration of the SCSI bus used by the tape drive?
Are other SCSI devices attached to the SCSI bus?
What are the SCSI IDs of all devices attached to the same bus (both internal and external devices)?
Is the SCSI bus terminated at the physical end of the bus?
What is the total SCSI cable length for all devices (both internal and external devices) on the SCSI bus? See page 9 for information about determining the total SCSI bus length for the internal tape drive and page 15 for information about determining the total SCSI bus length for the external tape drive.
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