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Troubleshooting Checklist
(KB # D720EFDF)

Please perform the suggestions in this checklist prior to calling Technical Support. It's quite possible that your issue may be resolved by checking these items.

  • Clean your tape drive. Simply cleaning your tape drives on a regular basis will often solve issues with writing or reading data. More information on how and when to clean your drives can be found in the Knowledge Base item Do I need to clean my tape drive?
  • Update your device firmware. By using the latest released firmware in your tape drives, autoloaders and libraries, you will avoid any problems in older firmware versions which may have already been fixed. Firmware and the utilities and instructions for loading the firmware into Tandberg Data devices can be found in the downloads and drivers area of this website.
  • Check your bus configuration and cables. Improper bus configuration or bad cables are by far the most likely culprits when facing issues such as:
    • Devices not being seen in the operating system.
    • Intermittent or unexpected "I/O" errors.
    • Losing communication with a tape drive during backup.
    • Event ID 9 or 11 errors in Windows operating systems.
    • Unexpected bus resets.
    • Parity errors.
    For bus configuration tips, check these Knowledge Base items:
  • Check your Operating System and backup application configuration.
    • Check if your backup application supports your tape drive, autoloader, or library. It may be necessary to install device support patches from your application vendor. Check the vendor's website for details about your specific configuration.
    • Check if the appropriate driver is loaded for your bus controller. Refer to the installation instructions for your controller.
    • Check if the appropriate driver is loaded for your Tandberg Data tape drive. Windows drivers for Tandberg Data products are provided primarily for use with the Microsoft native backup application. Do not install the generic Windows drivers if you are using a third-party backup application, unless directed to do so in the application installation instructions.
    • Check the Tandberg Data Knowledge Base for integration tips on various operating systems such as Solaris, Linux, AIX and more.
  • Try a new tape. A worn or damaged tape may result in write or read failures. Keep track of which tapes fail during write or read. If you notice that a particular tape has failed more than once, mark that tape as questionable and do not use it for critical backups.
  • Run an Internal Self Test. The VXA Internal Self Test performs a series of tests designed to eliminate all outside factors and determine if the drive is functional. The test does not use software or operating system drivers, does not write data from the server and does not access the SCSI bus when testing the drive.

    Drives that pass the Internal Self Test are deemed to be functioning properly.

    For detailed instructions on running an Internal Self Test, see KB Article EDC3E376.

    Warning: Running an Internal Self Test will overwrite any data on your tape. It will not be possible to retrieve any data previously written to the tape. Be sure to use only media that does not contain data you want to keep.

Frequently Asked Questions

Check for an answer to your question in the Tandberg Data Knowledge Base. A few of more frequently asked questions which our customers have for Technical Support are:

Information to have ready when calling Technical Support

  • Serial numbers. Collect the serial numbers for your tapes drives, autoloader, or library.
  • Firmware versions. Collect the firmware versions currently used in your tape drives, autoloader, or library.
  • Application Error logs. Collect any error and operation logs from your backup application or operating system.
  • Diagnostic dumps. Take a diagnostic dump from your tape drive, autoloader, or library. Technical Support can use the diagnostic dumps in determining the nature of a failure
  •  
    • Note: Dumps should be taken as soon as possible after a failure occurs. Do not power-cycle the tape drive or library before retrieving the dump. Power-cycling clears important error buffers.

      Drive dumps are retrieved using Tandberg Data diagnostic utilties, such as TDTool. Download and run the utility appropriate for your tape drive and operating system from this website. See the readme file or on-line help available with each tool for specific instructions on retrieving dump files.

       

  • Bus configuration. Collect information about your current bus configuration. For a complete list of bus-related items, refer to the bus configuration tips in the Troubleshooting Checklist above. As a minimum, have the following information when calling:
    • What is the make and model of your SCSI, SAS, or FC bus controller?
    • What devices are attached to the bus?
    • What are the SCSI IDs (or IDE configuration settings) for each device attached to the bus?
    • For SCSI buses, how and where is the bus terminated?
    • What is the total cable length?

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