Sun StorageTek 9740 Tape Library
 
Sun StorageTek L180 Tape Library
 
Sun StorageTek 7430 Tape Library
 
Sun StorageTek L20 Tape Library
 
Sun Storage L25 Tape Library
 
Sun StorageTek 9738 Tape Library
 
Sun StorageTek 9840D Tape Drive
 
Sun StorageTek T10000A Tape Drive
 
Sun StorageTek 9710 Tape Library
 
Sun StorageTek SL48 Tape Library
 
Sun StorageTek 9714 Tape Library
 
Sun Storage L400 Tape Library
 
Sun StorageTek 9840 Tape Drive
 
Sun StorageTek L5500 Tape Library
 
Sun StorageTek T10000B Tape Drive
 
Sun StorageTek SL24 Tape Autoloader
 
Sun StorageTek L6000 Tape Library
 
Sun Storage L8 Tape Autoloader
 
Sun Storage L11000 Tape Library
 
Sun Storage L7 Tape Autoloader
 
Sun Storage L280 Tape Library
 
Sun StorageTek 9730 Tape Library
 
Sun StorageTek L1400 Tape Library
 
Sun Storage L100 Tape Library
 
Sun Storage L1800 Tape Library
 
Sun StorageTek 9940B Tape Drive
 
Sun StorageTek L700 Tape Library
 
Sun StorageTek L40 Tape Library
 
Sun Storage L1000 Tape Library
 
Sun StorageTek L80 Tape Library
 
Sun StorageTek 9940 Tape Drive
 

PLA-Support>Sun Systems>TAPE>Tape Hardware>SN-TP: STK Legacy Drive and Library
 

Applies to:

Goal

Information needed to troubleshoot a tape problem
Information needed to open or engage issue
Tape troubleshooting
Escalation information
Library troubleshooting

Solution

Information needed to Engage a Tape Problem to Support:

Following is information needed to troubleshoot and engage tape or library problems. Things required will vary depending on how involved the problem is and what product is being worked on.

(All information steps do not have to be provided but is most helpful when available)

1. Need Problem number from database: MOS (Required)
    a. Exact error message: (Gather complete log which shows error)
    b. Date of first occurrence.
    c. Detailed account of events prior to the error.
    d. Detailed description of actions taken since the detection of the error.
    e. Severity.
    f. Suspected device or devices.

2. Make, Model of all Tape drives and library: (Required)
    a. Level of Microcode on the library
    b. Level of Microcode on the tape device:
    c. Fault Symptom Codes (FSCs) from STK Library:
    d. Fault Symptom Codes (FSCs) from STK tape drives:
    e. STK Library FSC or LMU logs:
    f. Tape Drive Dumps, Logs and/or traces for tape drives:
        i. How to Collect Statistical and Dump Logs From SDLT Drive Using XTalkTool from Quantum:ATR:1013576.1:1 (Doc ID 1013576.1)
        ii. How to Collect Statistical and Error Logs From 9840, 9940 or T10000 Tape Drive Using VOP:ATR:1014247.1:1 (Doc ID 1014247.1)
        iii. Quantum/Certance/Seagate LTO - Where to Find the Recommended Diagnostic Tool is TapeRx (Doc ID 1015648.1)
        iv. How to Collect Statistical and Error Logs from HP LTO Tape Drive Using HP LTT:ATR:1185771.1:1 (Doc ID 1185771.1)
        v. IBM LTO - How to Collect Statistical and Dump Logs From IBM LTO Drives Using ITDT (IBM Tape Diagnostics Tool):ATR:1016763.1:1 (Doc ID 1016763.1)
     
3. Make, Model, and BIOS Level of Host Computer:

4. Tape Management Software and Revision (Backup or Archive application):
    a. Gather complete tape logs showing error or backup failure

5. Operating System version and Patch listing or Service Pack Level:
    a. Gather complete OS system logs and/or output via explorer if possible.

 Note:  Should you need to escalate an issue that is currently open, refer to this document:

            How To Escalate a Service Request (SR) with Oracle Support Services (Doc ID 199389.1) 

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