Troubleshooting Guide

Refer to this table of symptoms or errors that might occur with the tape library and the installed tape drives.

About this task

The table provides actions to correct the problems. If replacement parts are needed, go to Replacement parts. See Contacting IBM technical support.

Table 1. Resolving errors
Problem	Solution
Event code/Attention information on Management GUI or Library
Event code that is shown on Event Ticket on the Management GUI.	Look up the error code. See Event Codes. Try to resolve the failure. If necessary, power cycle the library.
Failure/Attention Indication on Operator Panel display.	Review tickets on the Check Event Ticket Log on Management GUI.
Attention LED is lit on the front or the rear of the Base Module.	Review tickets on the Check Event Ticket Log on Management GUI.
Failure/Attention Indication on Management GUI Library Dashboard	Tap the icon to see information about the event.
Attention LED and Cleaning LED are lit.	This problem is likely caused by a drive that requires cleaning. Check Event Ticket Log on Management GUI.
Single Character Display (SCD) is shown on drive.	Review tickets on the Check Event Ticket Log on Management GUI. Use SCD. See Drive Single Character Display.
The Attention LED is lit but the Cleaning LED isn’t lit after a cartridge load.	The library was unable to complete the requested operation with the selected tape cartridge. Use cartridges that are compatible with the drive type. Use the correct type of cartridges for the operation. For example, use a cleaning cartridge for cleaning. Make sure that you’re using a Universal cleaning cartridge.
The Cleaning LED is lit after a cleaning cartridge was used.	The cleaning cartridge is expired. (A cleaning cartridge expires after 50 cleaning cycles). Replace the cleaning cartridge.
A particular cartridge sets off the Attention LED and possibly the Cleaning LED.	Retry the operation with a different cartridge. If the Attention LED is cleared, and then immediately redisplays each time that a particular cartridge is reloaded, that cartridge must be suspected as defective. Export the cartridge and load a known good cartridge. In some cases, a cartridge can be worn out, the memory is defective, or was formatted as a Firmware Upgrade cartridge. Any cartridge that is suspected of being defective or contaminated must NOT be reused in any drive. If the bad cartridge is a cleaning cartridge, it might be expired.
The Library displays some of the following behaviors: GUI Library Dashboard Displays 2 base Units. Library boot hangs on "Configuring Drives (Unconfigured Offline) Library Status Pod shows: “Connection lost to module” (Unconfigured Offline) Event 2004 – Library startup process failed Pop-up message: "Unconfigured module found" Event 4163 Drive Sled discovery timeout	Check to see if a 21U Library Controller Card (LCC) has been put into a 48U Library Resolution: Power down the system and replace the 21U LCC with a 48U LCC CRU. When the system powers up, some drives may not come ready. If this happens, power down the system, unplug all power cords attached to the library, plug back all the power cords and power the library back up again. The drives should come ready.
"Configuration backup file invalid" pop-up message displays when a configuration is restored.	Check to make sure that the configuration file you are restoring is a valid saved configuration file. Note: You cannot restore a 21U Library configuration file to a 48U Library. You cannot restore a 48U Library configuration file to a 21U Library.
Event Notification on Host, SNMP, or Email
Host receives error message.	Use ITDT. See IBM Tape Diagnostic tool (ITDT). Use Sense Data. See Sense data.
SNMP Monitoring system receives trap.	Check Event Ticket Log on Management GUI.
Event is received by email notification.	Check Event Ticket Log on Management GUI.
Cartridge Movement Problems
Cartridge failing to load and unload properly	Note: The tape drive must rewind the tape before it is ejected. The amount of time for this procedure can vary, depending on how the tape was used. See Supported tape drives. The tape drive performs Media optimization on the first load of a cartridge. The amount of time for this procedure can vary. See Supported tape drives. Follow these instructions for removing tape from the tape drive: Stop all host activity. Check drive status by using any of the following methods: SCD display ITDT Indicator lights on a library if the drive is installed in a library If the drive is in the middle of performing an operation, wait until the drive is idle before attempting any further steps. Attempt to unload the cartridge. Power down the drive. Disconnect the host cable from the drive. Power on the drive, and wait until the tape drive is idle or ready. Attempt to unload the cartridge. Follow these steps to inspect a cartridge for damage: Check that the leader pin is attached and properly seated by opening the cartridge door and observing the pin's placement. See Repositioning a leader pin. Inspect the cartridge case, the cartridge door, and the write-protect switch for damage. Inspect the rear of the cartridge (the part that you load first into the tape load compartment) and ensure that there are no gaps in the seam of the cartridge case. See 1 in Figure 1 and 4 in Figure 2. If there are gaps, the leader pin might be dislodged. Go to Repositioning or reattaching a leader pin. Try loading or unloading another tape cartridge. If it fails, contact your service representative for more problem determination. If it is successful, discard the cartridge that originally failed. Notes: If a damaged or mishandled cartridge is the problem, see Handling the cartridges for instructions about handling the media. It is possible that your other cartridges might also be damaged. If your cartridge does not eject properly, contact your service representative.
Tape is stuck in drive.	Try the following steps, in this order, to remove the stuck tape. Note: The tape drive must rewind the tape before it’s ejected. This procedure can take up to ten minutes or more, depending on how much tape must be rewound. When the tape is rewound, the eject cycle takes fewer than 16 seconds. The Ready light flashes while the tape rewinds. Wait for the tape to finish rewinding before another operation is attempted. Stop all Host Activity. Attempt to unload or move the cartridge to a slot. Power down the library, disconnect the cable from the drive, power on the library, and wait until the tape drive is idle or ready. Attempt to Move Cartridge to Slot. Attempt a Eject Cartridge from Drive as an emergency unload operation. Important: Inspect the tape cartridge that was stuck. Damage or misplaced labels on the cartridge might cause the load/unload failure. Discard any tape cartridge that is found to have issues.
Cartridge can’t be removed from storage slot.	Unlock the magazine and extend it to access the storage slot. Grasp the cartridge and remove it from the storage slot. Some tapes need to be inserted and removed several times to condition them for free movement in and out of the magazine. Check the bar code label and verify that it’s secure to the cartridge. Check the cartridge for damage.
Other Library Problems
Device doesn’t power on.	Check all power cord connections. Check the LEDs on the power supplies. Make sure that Power on the front panel was pressed, and the green Ready LED is lit. Make sure that the outlet has power. Try another working outlet. Replace the power cord.
Device doesn't power off	Press the power button and hold for 5 seconds Check if the green LEDs on the power supplies are off. If not, press and hold Power button for 10 seconds If that does not work, disconnect AC power cable on the base unit.
No message appears on the Operator Panel display.	Check all power cord connections. Check the LEDs on the power supplies. Make sure that Power on the front panel was pressed, and the green Ready LED is lit. Make sure that the outlet has power. Try another working outlet.
Can’t load the cleaning cartridge.	Make sure that you’re using an LTO cleaning cartridge. Make sure that the cleaning cartridge isn’t expired. A cleaning cartridge expires after 50 cleaning cycles.
User account locked.	From the Configuration > User Accounts > Access Recovery page, you can receive a temporary administrator password for login to the Management GUI that is valid for two hours.
Tape Drive or Media Problems
Can’t write to or read from tape.	Make sure that the cartridge isn’t a WORM cartridge that was already used. Make sure that the cartridge is write enabled (move the write-protect switch to the enabled position). Make sure that the data cartridge is compatible with the drive model. See Supported tape cartridges. Make sure that you’re using an LTO cartridge that isn’t degaussed. CAUTION: Don’t degauss LTO cartridges! Make sure that the cartridge wasn’t exposed to harsh environmental or electrical conditions and isn’t physically damaged in any way. Many backup applications don’t read or write to cartridges that were created with a different backup application. In this case, you might need to run an erase, format, or label operation on the cartridge. Make sure that you understand any data protection or overwrite protection schemes that your backup application might be using, which might prevent you from writing to a specific cartridge. Retry the operation with a different, known good tape. Clean the tape drive.
A cartridge that is recently imported from a different environment is causing issues.	Media that is moved from one environment to another can cause issues until it acclimates to the new conditions. A cartridge must be acclimated for at least 24 hours before it’s used, particularly if it was stored at a substantially different temperature or level of humidity than the device.
The library displays incorrect bar codes.	Verify that the label is properly applied. Verify that the label isn’t soiled.
Cleaning or data cartridge incompatible with drive.	Check the event log to see which cartridge is incompatible. Make sure that you’re using data and cleaning cartridges that are compatible with the drive and model of your device. Make sure that you’re using the correct cartridge type for the operation. The device automatically unloads incompatible cartridges, and the Attention LED flashes. Export the media.
Connection Problems
Fibre Channel connection problems	Check Drive Status screen to check the link connection for your tape drive. For each available port, run a drive Wrap Test. Unplug the Fibre Channel cable, then plug in the Fibre Channel wrap tool. Go to Library > Actions > Tests > Drive test and run the Fibre Channel wrap test. If the drive test fails, follow the Pre-call checklist. If the FC Wrap Test passes, continue with the next steps. Check that the Fibre Channel speed is set to either match the HBA/switch speed or set to Automatic Verify that cables aren’t damaged. Verify that cables are securely connected on both ends. Verify Host Connectivity. Use ITDT to debug the problem.
SAS connection problems	Check Drive Status screen to check the connection for your tape drive. For each available port, run a drive Wrap Test. Unplug the SAS cable, then plug in the SAS wrap tool. Go to Library > Actions > Tests > Drive test and run the SAS wrap test. If the drive test fails, follow the Pre-call checklist. If the SAS Wrap Test passes, continue with the next steps. Verify that cables aren’t damaged. Verify that cables are securely connected on both ends. Verify Host Connectivity. Use ITDT to debug the problem.
Can’t connect to the Management GUI.	Verify that the Ethernet cable is connected to the Base Module’s controller card and to the LAN. Verify that the link LED on the RJ45 (LAN) connector is lit when the device is turned on. If the LED isn’t lit, the device isn’t communicating with the LAN. See your network administrator for help. Verify that the device is configured with a valid static network address or DHCP is enabled so the device can obtain a network address. If DHCP is used, write down the device's network address from the Operator Panel login screen. If a valid DHCP address isn’t available, the library isn’t communicating with the DHCP server. See your network administrator for help. Enter the library’s IP address into the address bar of a web browser that is connected to the same LAN as the device. If the Management GUI page doesn’t display, ping the device's IP address. If the ping fails, check that no firewalls or other obstructions to network traffic exist between the computer with the web browser and the device. See your network administrator for help.
Can’t connect to Key Management Server for LME.	Run the Encryption Connectivity Check or Key Path Diagnostics and review the results message. See Locating Management functions. Validate that the server configuration properties file includes support for TLS 1.2. See the encryption server documentation. If SKLM v2.7 or higher is used and you’re using the Library Self-Signed Certificate. For one time only, you might need to reset your encryption settings to clear out old versions of the self-signed certificate, reconfigure encryption, then accept the new self-signed certificate on the encryption server. See Configuring Library Managed Encryption. Check that your certificate algorithm is supported by your version of the server.
Host application reporting SCSI timeout	Note: The tape drive must rewind the tape before it is ejected. The amount of time for this procedure can vary, depending on how the tape was used. See Supported tape drives. The tape drive performs media optimization on the first load of a cartridge. The amount of time for this procedure can vary. See Supported tape drives. The procedure for SCSI timeouts varies depending on whether timeout is consistent or intermittent, and on your drive configuration. Follow these steps to troubleshoot a SCSI timeout: Stop all Host Activity. Check drive status by using any of the following methods: SCD display ITDT Indicator lights on a library if the drive is installed in a library If the drive is in the middle of performing an operation, wait until the drive is idle before attempting any further steps. Validate that the drive has the latest firmware. Check with software application provider for any updates. Check whether the tape drive power is on. Power down the drive. Verify that the SAS or FC cable is connected properly to the server and to the tape drive. Replace SAS or FC cable if it shows any signs of damage. Power on the drive and wait until the tape drive is idle or ready.