Sun StorageTek VTL Prime System
 
Sun StorageTek VTL Value System
 
Sun StorageTek VTL Plus Storage Appliance
 
Sun StorageTek VTL Storage Appliance
 

PLA-Support>Sun Systems>TAPE>Virtual Tape>SN-TP: VTL
 
_Old GCS Categories>Sun Microsystems>Storage - Tape>Tape Virtualization
 

Applies to:

Goal

What are the common questions for beginning VTL troubleshooting?

What information should be gathered to escalate a VTL case for initial problem determination?

Solution

Collect as much information as possible before ending contact with customer!

• Description of the problem (detailed as possible)
• Is any functionality of VTL affected/degraded, if so, list.
• When did issue first occur (date and time)?
• Any recent changes to system/environment?
• Has problem occurred before? If so, what was done to correct?
• Is VTL server(s) currently up or down?
• Is this an HA (failover) configuration?
• Can VTL Console connect to VTL server(s)?
• Any error messages in VTL console?
• Is this a production VTL?
• What version/build of VTL software (In VTL GUI, press Help>About...)?
  NOTE: "One-off" VTL implementations will be escalated directly to FalconStor.
  
• Has local Oracle field support been engaged or contacted? If so, who?
• Get Xray from VTL server (see Doc Id 1185517.1 for details on running Xray)

If description of problem indicates disk array issues:

• Determine array model number 6140 etc..
• Get all supportdata from disk array
• If hardware failure, engage Midrange Disk or dispatch with CAP, where appropriate.

If description of problem indicates backup application issues:

• Any error messages in backup software logs/GUI
• Backup software type and version
• Are backup servers able to access VTL server
• If media issue, what are some of the tape barcodes having issues
• Backup server OS type and version
• Backup software name and version
• Get backup software log, if available.
• If necessary, get backup server system log

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