ATTO Technology UL4D PCI, UL4S PCI, UL5D PCI, UL4D Supplementary Manual
ATTO UL4S/D and UL5D Troubleshooting Guide for Mac OSX
This document describes troubleshooting techniques that can be used to identify
and resolve issues associated with the ATTO Ultra320 SCSI host adapters.
Some of these techniques may seem simplistic or overly obvious, but these are
the ones that are commonly overlooked and can take several hours of frustration
to find. It is important to only try one technique at a time. While changing
multiple variables may seem to be a time saver, it usually complicates the
troubleshooting process.
Æ The computer will not boot when the host adapter is installed.
The host adapter may be improperly seated. Power down the computer and
reseat the host adapter.
Try putting the host adapter in a different PCI slot.
Make sure that the adapter, if PCIe, is installed in a slot configured as x4 or x8.
Zap the PRAM (command+option+P+R) at boot. Allow to chime 3 times.
Disconnect any SCSI devices from the host adapter and reboot the computer. If
this resolves the issue, investigate the SCSI cables or SCSI target devices as
described in the section below.
If the computer still does not boot, try installing the host adapter in a different
computer. If the host adapter works in the new computer, report this as a
possible interoperability issue between the host adapter and the computer. If the
problem follows the host adapter, replace it with a new adapter.
Verify that the latest version of the computer BIOS is installed. Use caution when
updating the computer’s BIOS. A mistake could leave the system in an unusable
state.
ÆWith the ATTO host adapter installed my system stops and displays a flashing
question mark.
This is an indication that the MAC is not able to find an OS to boot from.
Use a CD or some other source to boot from and make sure the startup disk is
correctly defined in "System Preferences" "Startup disks".
Check cabling. Make sure cables are secure. Swap out with new cable if
possible.
Check termination.
Æ The U320 SCSI host adapter is installed in the computer but it does not appear in
the System Profiler.
The host adapter may be improperly seated. Power down the computer and
reseat the host adapter.
Check for the correct installation of the driver.
Try putting the host adapter in a different slot.
Make sure that the adapter, if PCIe, is installed in a slot configured as x4 or x8.
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Remove any non-vital PCI cards from the system to determine if there is a PCI
bus conflict.
Disconnect any SCSI devices from the host adapter and reboot the computer. If
this resolves the issue, investigate the SCSI cable or SCSI target devices as
described in the section below.
If the computer still does not boot, try installing the host adapter in a different
computer. If the host adapter works in the new computer, try updating the flash
on the host adapter as described in the “Installation and Operations” manual.
Then try it again in the original computer.
If it still fails, report this as a possible interoperability issue between the host
adapter and the computer.
If the problem follows the host adapter, replace it with a new adapter.
Æ The Mac freezes or hangs.
Disconnect all devices from the SCSI card and reboot the system.
If the system still freezes:
Remove any non-vital PCI cards from the system to determine if there is a PCI
bus conflict.
Remove the SCSI host adapter and test it in a different computer (not the same
model).
If the problem follows the adapter, replace the host adapter with a new one.
If the system no longer freezes after disconnecting the SCSI devices:
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Boot into OSX and use the ATTO Configuration Tool to verify the host adapter
has its termination set properly. Instructions to do this can be found in the help
portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified for
Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue. If a drive LED remains on when the
computer freezes, suspect a problem with that drive.
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Æ The system profiler recognizes the U320 SCSI host adapter, but it does not detect
any of the connected SCSI devices.
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Boot into the OSX and use the ATTO Configuration Tool to verify the host
adapter has its termination set properly. Instructions to do this can be found in
the help portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
Try putting the host adapter in a different PCI slot.
Try updating the firmware on the host adapter as described in the “Installation
and Operations” manual.
If all else fails, replace the SCSI host adapter.
Æ The system profiler recognizes the U320 SCSI host adapter, but only detects
connected SCSI devices on one of the busses. The other bus reports no devices.
Swap the devices and cables from the SCSI bus that appears to be working with
the one having issues. If the issue follows the bus, replace the SCSI host
adapter.
If the issue follows the attached SCSI devices, troubleshoot the attached devices:
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Boot into the OSX and use the ATTO Configuration Tool to verify the host
adapter has its termination set properly. Instructions to do this can be found in
the help portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Page 3 of 8 ATTO Technology Inc. jokonczak April 24, 2007
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