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What do I do if I have a bad tape?
(KB # EDF517B6)

Tandberg Data media is considered a consumable item, meaning that there is an expectation that, with use, it will show degredation and eventually need to be replaced to ensure the integrity of your data.

Tandberg Data media is warranted against manufacture defects in materials and workmanship at the time of purchase. The warranty does not make allowances for failure due to use nor from failures resulting in misuse or mishandling. You can view the complete Tandberg Data Media Warranty here.

There are many factors that affect the quality of media. Temperature fluctuations, air borne debris, storage conditions, drive maintenance, and tape handling all affect the life of a tape. The warranty on media does not provide replacement due to these factors.

Occasionally a failure condition that appears to point to the media is, in reality, attributed to other problems. Clearing the source of these errors can result in a good usable tape. Please contact Tandberg Data Technical Support for assistance in troubleshooting.

To determine if your media qualifies for warranty replacement, begin by testing the tape with a diagnostics tool. For detailed information on this testing procedure, see Knowledge Base Article #2098 - TDTool. Use the IO test or write/read test to test the cartridge.  If the diagnostics test passes, your media is good and you should check the following for possible sources of the media error:

  • Clean your tape drive. Excessive debris on the drive heads can result in backup failures.
  • Check your SCSI bus for improper setup or failures. Bus errors can cause frequent re-writes and/or re-reads.
  • Check your Operating system for errors that may direct you to the true source of the failure.

If the diagnositics test fails, contact Tandberg Data Technical Support. Be prepared to provide them with the lot number from the tape cartridge door. They will be able to determine the age of the tape from the lot number and can help you decide if the media should be removed from your backup rotation. You may also be required to provide a drive log witih the tape loaded into the drive. After reviewing the log, a determination will be made as to whether the media should be returned to Tandberg Data.

If the media is fairly new or has had minimal use, Tandberg Data can accept the media in-house to perform additional testing. The in-house testing provides us with very detailed information in regard to tape usage and drive conditions. At that point, a determination will be made as to whether the media meets warranty replacement criteria and it will either be replaced with new or returned to you.

Please note that the In-House Testing does not constitute a warranty extension beyond the "at time of purchase" designation, but simply takes into consideration the expectation that if used and stored properly, a new tape should be adequate for an acceptable number of uses.



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