Initial troubleshooting checklist

Table 1 lists symptoms or errors that might occur with the TS4500 tape library and provides the required corrective actions.

Table 1. Resolving errors with the TS4500 tape library
Symptom or Error Action
The library is powered off. All of the following conditions are true:
  • The power-on indicator is not lit.
  • The library and all of the drives do not respond to host commands.
  1. Ensure that the library is powered on (the power indicator on the display panel on the base frame is illuminated).
  2. Ensure that the power cord for the library is plugged into the wall receptacle.
    Note: Each frame might have a separate power cord.
  3. Ensure that the power receptacle (into which the library's power cord is plugged) is active (for example, ensure that a circuit breaker is not tripped or turned off).
  4. If the problem still exists, call your IBM® service representative.
A message displays on the TS4500 management GUI and indicates that a front door is open.
  1. Ensure that all front doors are closed and properly latched.
  2. If the problem still exists, open and close each front door.
  3. If the problem still exists, call your IBM service representative.
A message displays on the TS4500 management GUI and the display panel of the base frame and indicates that the door of the I/O station is open or the I/O station is full of cartridges.
  1. If the message indicates that the door of the I/O station is open, close the door.
  2. If the message indicates that the I/O station is full of cartridges, open the I/O station door, remove the cartridges, and close the door.
  3. If the problem still exists, call your IBM service representative.
A message displays on the TS4500 management GUI and indicates that a cleaning cartridge expired. Usage of the cleaning cartridge exceeded a specified threshold. The procedure to remove and replace a cleaning cartridge is the same as the procedure to remove and replace a data cartridge. Refer to the following procedures to remove and replace the cleaning cartridge:
A message displays on the TS4500 management GUI and indicates that a drive needs to be cleaned.
  1. Ensure that a cleaning cartridge is present in the library inventory. If no cleaning cartridge is present, see Inserting tape cartridges.
  2. If the host application is responsible for cleaning the drives, ensure that a cleaning cartridge is in the same logical library as the drive to be cleaned.
  3. If the problem still exists, initiate a manual cleaning from the Drives page of the TS4500 management GUI.
Fibre Channel communications problem. The host is unable to communicate with one or more Fibre Channel devices in the library. Refer to Resolving errors with Fibre Channel communications.
The host application software indicates that a cartridge is write protected.
  1. Record the host message, including any information about which cartridge has the problem.
  2. Use the application software to move the cartridge to the I/O station.
  3. Open the door of the I/O station and remove the cartridge. (Refer to the section about Using the TS4500 management GUI to remove cartridges.)
  4. Set the cartridge write-protect switch to enable writing. Insert the cartridge back into the I/O station and close the door.
  5. Use the application software to move the cartridge back into the library.
The host application software indicates that there is a problem with the cartridge.
  1. Record the host message, including any information about which cartridge has the problem.
  2. If possible, use the application software to copy data from the failing cartridge to another cartridge.
  3. Use the application software to move the cartridge to the I/O station.
    Note: If the tape cartridge is stuck (that is, it will not unload after it receives an Unload command from the host), refer to Removing a data cartridge from a drive in the library.
  4. Open the door of the I/O station and remove the failing cartridge.
  5. Close the door of the I/O station.
The host application software indicates that there is a problem with the bar code on the cartridge.
  1. Record the host message, including any information about which cartridge has the problem.
  2. Use the application software to move the cartridge to the I/O station.
  3. Open the door of the I/O station and remove the cartridge.
  4. Check for a loose, damaged, or misaligned bar code label (see Guidelines for using LTO bar code labels or Guidelines for using 3592 bar code labels). If there is an obvious problem, correct it. You might need to apply a new bar code label.
  5. When the problem is corrected, insert the cartridge back into the I/O station and close the door.
  6. Use the application software to move the cartridge back into the library.
  7. If the problem still exists, call your IBM service representative.
The host application software indicates that a drive failed.
  1. Record the error message and any error codes.
  2. Retry the job (if possible, use a different cartridge; many problems that are reported as drive failures are caused by media defects).
    • If the retry with a different cartridge is successful, consider the original cartridge defective. If necessary, copy the data from the cartridge and remove it from the library (see Removing tape cartridges).
    • If the retry with a different cartridge fails, call your IBM service representative.
The host application software indicates that the library failed.
  1. Record the error message and any error codes.
  2. Check the TS4500 management GUI for any error messages. If an error message is displayed, record it and any error codes.
  3. Call your IBM service representative.
The library is powered on and connected to the IMC but the IMC monitor is blurry, unreadable, or blank. Call your IBM service representative.
The monitor on the IMC is readable, but the keyboard keys do not work. Call your IBM service representative.
You cannot insert a 3592 tape cartridge into the library.
  1. Ensure that you have the correct cartridge type and that it is oriented correctly (see Inserting tape cartridges).
  2. Inspect the cartridge for damage (see Perform a thorough inspection of LTO tape cartridges or Perform a thorough inspection of 3592 tape cartridges).
  3. Ensure that there is no other cartridge already in the library.
  4. Try to load another cartridge into the tape system. Use a scratch cartridge to avoid possible damage to a data cartridge (see Inserting tape cartridges). If the new cartridge can be inserted into the drive, the original cartridge might be defective. Inspect the cartridge again for damage. Contact your IBM service representative if:
    • The cartridge is not damaged but it cannot be inserted.
    • The cartridge is damaged.
A message similar to FIDx XX alternates with an alphanumeric message on the display of the 3592 tape drive. The code is a failure ID (FID). Record the code and Go to the section about FID messages.
The message ATTN DRV appears on the display of the 3592 tape drive. The drive experienced a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM service representative.
The 3592 tape driveis not ready at load point.
  1. Verify that the 3592 tape drive is powered on (the power indicator on the display panel on the base frame is illuminated, see  4  in Figure 1).
  2. If the cartridge is not inserted correctly, remove the cartridge and insert it again (see Inserting tape cartridges). If the cartridge fails to load in the tape system, remove the cartridge and inspect it for correct type or damage. See Perform a thorough inspection of LTO tape cartridges or Perform a thorough inspection of 3592 tape cartridges.
  3. If an FID or ATTN message appears on the message display, record the code, press the unload button (see  3  in Figure 1), and try the operation again.
    • If the drive does not become ready and no messages are displayed, call your IBM Service Representative.
    • If an FID message appears on the message display, record it and see Using FID messages generated by 3592 tape drives for more information. If the code is ATTN DRV, the drive experienced either a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM Service Representative.
A power failure occurred and the 3592 tape cartridge failed to eject. If there is a power failure, the normal tape system process unloads a tape cartridge when power is restored to the device. The time that is required to complete the unload process can vary, but might take up to 15 minutes. If the device fails to unload a tape cartridge after this period, you can attempt to unload the cartridge by pressing the unload button on the front of the drive (see Removing a data cartridge from a drive in the library).
  • If the 3592 tape drive unloads the cartridge, remove it by grasping the cartridge, and pulling it towards you.
  • If, within 15 minutes, the 3592 tape drive does not unload the cartridge and a FID or ATTN message appears on the display, record the message and report the problem to your IBM service representative. If a FID or ATTN message appears on the message display, record it and see Using FID messages generated by 3592 tape drives. If the code is ATTN DRV, the drive experienced either a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM service representative.
The tape cartridge fails to unload from the 3592 tape drive. If a tape cartridge is stuck (that is, it fails to unload from a drive after it receives an Unload command from the host), refer to Removing a data cartridge from a drive in the library to remove the cartridge manually. If the cartridge still does not unload, refer to the following steps:
  1. If an error code or a FID message appears on the message display, record the error code or FID message and press the unload button again.
  2. If the drive does not rewind or unload, call your IBM service representative. If a FID or ATTN message appears on the message display, record it and see Using FID messages generated by 3592 tape drives. If the code is ATTN DRV, the drive experienced either a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM service representative.
The message display on the front of the 3592 tape drive is blank.
  1. Ensure that the library is powered on (the power indicator on the display panel on the base frame is illuminated) (see  4  in Figure 1).
    • If the light is off, contact your IBM service representative.
    • If the power light is on, verify that a cartridge is in the drive. If not, insert a scratch cartridge (see Inserting tape cartridges). Verify that the message display becomes active. If the panel still does not display a message, contact your IBM service representative.
The 3592 tape drive has read or write problems. See Media and hardware problem isolation for the 3592 tape drives.
The host application software or tape hardware indicates an encryption-related error, or a backup/restore task to encryption hardware fails. Check for any errors that are related to encryption. See Encryption-related ASC/ASCQ codes, and Errors reported by the encryption key manager.
The host application software or tape hardware indicates a connection problem with the encryption key manager. Perform the following checks:
  • If you are using library-managed encryption, run diagnostics on all network attached devices (see Encryption Key Servers).
    • If a test fails, a problem might exist with the IP address, the Ethernet cable, or the switches. Perform the following checks:
      1. Refer to your network's documentation.
      2. Check the Ethernet connection between the library and the key manager.
      3. Check the TCP/IP configuration of the library and the server.
A power outage occurred and the system does not allow a cartridge to be ejected with IBM Spectrum Protect or the TS4500 management GUI.
  1. Verify that the library is powered on after the power outage.
  2. Verify that no error messages are displayed at the drives.
  3. Verify that no error messages are displayed on the TS4500 management GUI.
  4. Manually remove the cartridge, and reinsert it.