Quantum SCALAR I2000 Manual

User's Guide User's Guide User's Guide User's Guide

Quantum Scalarl i2000 Libraryi

2000i Scalar

6-00421-11

Scalar i2000 User’s Guide, 6-00421-11, June 2007, Made in USA.

Quantum Corporation provides this publication “as is” without warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability or fitness for a particular purpose. Quantum Corporation may revise this publication from time to time without notice.

COPYRIGHT STATEMENT

Copyright 2007 by Quantum Corporation. All rights reserved.

Your right to copy this manual is limited by copyright law. Making copies or adaptations without prior written authorization of Quantum Corporation is prohibited by law and constitutes a punishable violation of the law.

TRADEMARK STATEMENT

Quantum, ADIC, DLT, DLTtape, the Quantum logo, and the DLTtape logo are all registered trademarks of Quantum Corporation.

SDLT and Super DLTtape are trademarks of Quantum Corporation.

Other trademarks may be mentioned herein which belong to other companies.

Contents

Chapter 1	About This Guide and Your Product	1
	Product Safety Statements................................................................................	1
	Mechanical Locks .......................................................................................	2
	Power Button on the Library’s Indicator Panel......................................	2
	Disposal of Electrical and Electronic Equipment..........................................	3
	Product Model Number....................................................................................	3
	Explanation of Symbols and Notes .................................................................	4
	Other Documents you Might Need.................................................................	4
	Getting More Information or Help..................................................................	5
Chapter 2	Troubleshooting Your Library	6
	How Does the Library Report Issues? ............................................................	7
	Understanding Indicators on System Status Buttons............................	9
	Understanding E-mail Notifications......................................................	10
	Working With Tickets .....................................................................................	12
	Ticket Guidelines......................................................................................	12
	Displaying Ticket Lists ............................................................................	16
	Viewing Ticket Details ....................................................................................	21
	Viewing History Ticket Details ..............................................................	25
	Viewing Ticket Details Reports ..............................................................	26
	Viewing Repair Pages ..............................................................................	30
	Viewing Tape Alerts and Generating Media Integrity Analysis

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	Reports ................................................................................................	31
	Mailing, Saving, and Printing Ticket Information...............................	39
	Running Verification Tests to Determine Issue Resolution................	42
	Closing Tickets ..........................................................................................	43
	Generating the Tickets Report ................................................................	45
	Interpreting LEDs ............................................................................................	51
	Interpreting Blade Status LEDs ..............................................................	52
	Interpreting Drive Status LEDs ..............................................................	56
	Interpreting Fibre Port Link LEDs ........................................................	59
	I/O Blade Fibre Port Link LED...............................................................	62
	Interpreting MCB Port LEDs...................................................................	64
	Interpreting LBX Terminator LEDs........................................................	66
	Interpreting Power Supply LEDs ...........................................................	69
	Working With Command History Logs .......................................................	71
	Viewing Command History Logs ..........................................................	72
	Mailing and Saving Logs .........................................................................	75
	Accessing Online Help....................................................................................	76
Chapter 3	Description	77
	Library Features ...............................................................................................	79
	Density........................................................................................................	79
	Centralized Management ........................................................................	80
	Proactive Availability...............................................................................	80
	Serviceability and Reliability ..................................................................	80
	Data Path Conditioning ...........................................................................	80
	SAN Backup ..............................................................................................	81
	Host Attachment.......................................................................................	81
	Remote Management ...............................................................................	82
	Capacity on Demand................................................................................	82
	Control Module ................................................................................................	83
	Expansion Modules .........................................................................................	84
	Library Management Module ........................................................................	86
	Management Control Blade ....................................................................	87
	Robotics Control Unit...............................................................................	87
	Library Motor Driver ...............................................................................	87
	I/O Management Units...................................................................................	87
	Control Management Blade ....................................................................	88
	FC I/O Blades............................................................................................	88
	Cartridge Accessor...........................................................................................	89
	Import/Export Stations...................................................................................	89
	Cartridges..........................................................................................................	91

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	Cartridge Magazines .......................................................................................	92
	Support for WORM .........................................................................................	93
	Tape Drives.......................................................................................................	94
	LTO Drives.................................................................................................	96
	DLT Drives.................................................................................................	97
	Mixed Media Support and Rules...................................................................	97
	Operator Panel................................................................................................	100
	Power System .................................................................................................	101
Chapter 4	Configuring Your Library	102
	Running the Setup Wizard ...........................................................................	103
	Enabling Licenses...........................................................................................	104
	Working With Partitions...............................................................................	106
	Understanding Partition Media Policy Settings.................................	107
	Creating Partitions..................................................................................	111
	Modifying Partitions ..............................................................................	119
	Deleting Partitions ..................................................................................	126
	Setting Up the Network Configuration ......................................................	127
	Managing Connectivity.................................................................................	129
	Port Configuration..................................................................................	129
	FC Host Port Failover.............................................................................	132
	Setting Up Policies for the Physical Library...............................................	136
	Specifying the Date and Time ......................................................................	138
	Configuring E-mail ........................................................................................	140
	Setting Up E-mail Notifications ...................................................................	142
	Configuring Devices......................................................................................	147
	Device IDs ................................................................................................	148
	Channel Zoning ......................................................................................	150
	SCSI Host .................................................................................................	152
	FC Host.....................................................................................................	157
	Generating the LUN Mapping Report.................................................	173
	Generating the Library Configuration Report....................................	177
	Configuring Drive Cleaning.........................................................................	179
	Registering SNMP Traps...............................................................................	184
	Registering an Application....................................................................	184
	Removing an Application’s Trap Registration...................................	185
	Configuring Library Security .......................................................................	186
	Accessing the Security Configuration Dialog Box.............................	186
	Configuring Access for Network Services ..........................................	187
	Configuring Access for Remote LMC Clients ....................................	189
	Configuring Access for SNMP and SMI-S ..........................................	191

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	Using LDAP....................................................................................................	192
	Configuring LDAP .................................................................................	194
	Configuring Screen Saver Preferences........................................................	195
	Working With Data Path Conditioning......................................................	198
	Configuring Datapath Conditioning ...................................................	198
	Installing the Host Registration Service ..............................................	201
Chapter 5	Maintaining Your Library	203
	Monitoring the Library .................................................................................	204
	Monitoring System Status .....................................................................	205
	Monitoring Drive Status ........................................................................	208
	Monitoring Connectivity Status ...........................................................	209
	Monitoring I/E Station Status...............................................................	214
	Monitoring Slot Status ...........................................................................	216
	Monitoring Media Status.......................................................................	219
	Monitoring Sensor Status ......................................................................	221
	Monitoring Users Status ........................................................................	227
	Monitoring Partitions Status .................................................................	228
	Mailing, Saving, and Printing Status Information.............................	230
	Maintenance Actions .....................................................................................	232
	Is the Access Door Closed?....................................................................	233
	Is a Cartridge Old?..................................................................................	233
	Using Library Explorer ..........................................................................	234
	Configuring and Testing Drives...........................................................	238
	Working With Connectivity..................................................................	248
	Capturing Snapshots..............................................................................	250
	Teaching the Library (Configuration and Calibration).....................	253
	Saving and Restoring Library Configuration .....................................	256
	Viewing the Drive Resource Utilization Reports...............................	265
	Setting Up Advanced Reporting Options ...........................................	269
	Working With Verification Tests..........................................................	275
	Using the Partitions Defragmentation Tool........................................	328
	Removing Lodged Cartridges...............................................................	332
	Maintaining the Air Filters ....................................................................	333

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Chapter 6	Running Your Library	337
	Logging On and Off.......................................................................................	338
	Logging On From the Touch Screen (Local Client) ...........................	338
	Logging Off From the Touch Screen (Local Client)...........................	340
	Logging On From the LMC Applet (Web Browser) ..........................	340
	Logging Off From the LMC Applet (Web Browser)..........................	342
	Logging On From a Remote Client ......................................................	342
	Logging Off From a Remote Client......................................................	345
	Connecting to Multiple Libraries.................................................................	345
	Operator Panel................................................................................................	347
	Indicator Panel ........................................................................................	348
	Library Management Console (LMC).........................................................	349
	Menus .......................................................................................................	352
	Toolbar .....................................................................................................	361
	Reading the Library Information Panel...............................................	362
	System Status Buttons ............................................................................	364
	Understanding Location Coordinates.........................................................	366
	Cartridge Locations ................................................................................	366
	Tape Drive Locations .............................................................................	373
	I/O Blade Locations ...............................................................................	376
	Viewing the Library (Physical or Partition) ...............................................	378
	Displaying the Physical Library or a Partition ...................................	378
	Managing Library Views .......................................................................	378
	Changing the Library’s State........................................................................	380
	Working With Local User Accounts............................................................	383
	Creating Local User Accounts ..............................................................	383
	Deleting Local User Accounts...............................................................	391
	Viewing Local User Account Permissions ..........................................	391
	Shutting Down/Rebooting the Library ......................................................	393
	.Powering Off the Library.............................................................................	394
	Powering On the Library ..............................................................................	395
	Locking/Unlocking the I/E Station ............................................................	395
	When Robotics Are Not Ready ....................................................................	397
Chapter 7	Working With Cartridges and Barcodes	400
	Handling Cartridges Properly .....................................................................	401
	Write-Protecting Cartridges .........................................................................	402
	Barcode Requirements ..................................................................................	403
	Installing Barcode Labels..............................................................................	405
	Using Cleaning Cartridges ...........................................................................	406

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Managing Media ............................................................................................	407
Importing Cartridges Into Partitions ...................................................	408
Exporting Cartridges From Partitions .................................................	410
Loading Drives........................................................................................	411
Unloading Drives....................................................................................	413
Moving Media .........................................................................................	415
Inventory..................................................................................................	416
Installing a Remote Client.............................................................................	426
Installing the Client on a Windows System........................................	426
Installing the Client on a UNIX System...............................................	427
Launching the Remote Client ...............................................................	429
Launching a Windows Client ...............................................................	429
Launching a UNIX Client ......................................................................	430

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Tables

Table 1	Severity Levels Assigned to Tickets .........................................	8
Table 2	Report Criteria ............................................................................	36
Table 3	Tickets Report Criteria Options ...............................................	46
Table 4	Explanations of Blade Status LED States................................	54
Table 5	Blade Status LED States - Normal Conditions......................	55
Table 6	Drive Sled Status LED States (UDS-2 and UDS-3) ................	58
Table 7	Drive Sled Status LED States - Normal Conditions ..............	59
Table 8	Fibre Drive Sled Link LED States (UDS-2) .............................	60
Table 9	Fibre Drive Sled Link LED States (UDS-3) .............................	61
Table 10	I/O Blade Link LED States .......................................................	63
Table 11	Explanations of MCB Ethernet Port LED States ....................	65
Table 12	LBX LED Version 01 .................................................................	67
Table 13	LBX LED Version 03 ..................................................................	69
Table 14	Explanation of Power Supply LED States ..............................	70
Table 15	Cartridge Capacities in Library Modules ...............................	93
Table 16	LTO Drive and Cartridge Compatibility ................................	96
Table 17	DLT Drive and Cartridge Compatibility ................................	97

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Table 18	Sampling of Media Type Identifiers......................................	109
Table 19	Return Media Identifier Behavior Example .........................	111
Table 20	FC I/O Blade Port Settings .....................................................	131
Table 21	Severity Levels Assigned to Issues ........................................	142
Table 22	Show Details..............................................................................	163
Table 23	Descriptors ................................................................................	164
Table 24	Test Results................................................................................	283
Table 25	Robotics Enabled Indicator..................................................	348
Table 26	Status Indicator .......................................................................	349
Table 27	Power Indicator........................................................................	349
Table 28	Menu Commands: Privileges and Environments................	354
Table 29	Areas on the Library Information Panel ...............................	363
Table 30	Subsystems and Their Components ......................................	364
Table 31	Drive Location Coordinates....................................................	374
Table 32	Blade Location Coordinates....................................................	378
Table 33	Library Functions Requiring Online or Offline State..........	382
Table 34	Menu Commands When Robotics Are Disabled................	397

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Figures

Figure 1	Status Indicator ...........................................................................	7
Figure 2	Locations and Colors of Blade Status LEDs ...........................	52
Figure 3	Rear View of Fibre Channel Drive Sled (UDS-2)...................	56
Figure 4	Rear View of Fibre Channel Drive Sled (UDS-3)...................	57
Figure 5	Locations - Colors of I/O Blade Fibre Port Link LEDs.........	62
Figure 6	Locations - Colors of MCB Ethernet Port LEDs.....................	64
Figure 7	Locations - Colors MCB FC / SCSI Port LEDs ......................	66
Figure 8	Locations of LBX Terminator LEDs (Version 01) ..................	67
Figure 9	Locations of LBX Terminator LEDs (Version 03) ..................	68
Figure 10	Locations and Colors of Power Supply LEDs........................	70
Figure 11	Front View of a Control Module and Expansion Module ...	78
Figure 12	Front and Back View of the Control Module.........................	84
Figure 13	Expansion Module .....................................................................	85
Figure 14	Library Management Module Boards.....................................	86
Figure 15	I/O Management Unit ..............................................................	88
Figure 16	Example of LTO Cartridge Insertion into a Magazine .........	91
Figure 17	Magazine and Drive Locations in the Control Module........	92

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Figure 18 Magazine Installation Order.....................................................		99
Figure 19	Operator Panel..........................................................................	100
Figure 20 Verification Tests Dialog Box .................................................		279
Figure 21	Report Window ........................................................................	285
Figure 22 Joint Alignments Graphical Report .......................................		287
Figure 23 Vertical Alignments Graphical Report..................................		289
Figure 24 Horizontal Alignments Graphical Report ............................		291
Figure 25 Calibration Offsets Graphical Report....................................		293
Figure 26 Boundary/Accessibility Graphical Report...........................		295
Figure 27 Get/Put Graphical Report ......................................................		297
Figure 28 Scan Fiducials Graphical Report ............................................		299
Figure 29 Picker Pivot/Reach Graphical Report...................................		301
Figure 30 Example Test Log Output .......................................................		303
Figure 31 Top and Bottom Air Filters .....................................................		333
Figure 32 Library Op Panel ......................................................................		347
Figure 33 LMC (Local Touch Screen - Physical Library View) ...........		351
Figure 34 LMC (Remote Client With Partition View Shown) .............		352
Figure 35 LMC (Remote Client With Partition View Shown) .............		362
Figure 36 System Status Buttons in Good Status ..................................		364
Figure 37	Status Buttons - Drives and Robotics Issues.......................	365
Figure 38 Aisle, Module, and Rack Numbering Locations..................		367
Figure 39 Section, Column, and Row Numbering for Rack 1 - LTO
	Cartridges368
Figure 40 Section, Column, and Row Numbering for Rack 2 - LTO
	Cartridges370
Figure 41 Example Location Coordinates ..............................................		372
Figure 42 Coordinates in Load Drives Dialog......................................		373
Figure 43 Location Coordinates for Drives ............................................		374
Figure 44 Drive-side Location Coordinates ...........................................		375
Figure 45 I/O Blade Location Coordinates............................................		376

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Figure 46	I/O Management Unit Blade Numbering ............................	377
Figure 47	Write-protect Switch on an LTO-1 Cartridge.......................	403
Figure 48	Applying Barcode Labels to Cartridges................................	406

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Chapter 1

About This Guide and Your

Product

This guide contains information and instructions necessary for the normal operation and management of the Scalar® i2000 library. This guide is intended for system administrators, operators, or anyone interested in learning about or using the Scalar i2000 library after its initial installation and configuration. Be aware that you must have administrator privileges to use many of the features that this guide describes.

Be sure to read all operating instructions in this

CAUTION manual and in the System, Safety, and Regulatory

Information Guide before operating this product.

Product Safety Statements

This product is designed for data storage and retrieval using magnetic tape. Any other application is not considered the intended use. ADIC will not be held liable for damage arising from unauthorized use of the product. The user assumes all risk in this aspect.

This unit is engineered and manufactured to meet all safety and regulatory requirements. Be aware that improper use may result in

Scalar i2000 User’s Guide

1

Mechanical Locks

Power Button on the Library’s Indicator Panel

Chapter 1 About This Guide and Your Product

Product Safety Statements

bodily injury, damage to the equipment, or interference with other equipment.

	CAUTION	Be sure to read all operating instructions in this
		manual and in the System, Safety, and Regulatory
		Information Guide before operating this product.
	WARNING	BEFORE POWERING ON OR USING THIS
		EQUIPMENT, READ THE SYSTEM, SAFETY,
		AND REGULATORY INFORMATION GUIDE.
		KEEP THE GUIDE FOR FUTURE REFERENCE.
	Note	WHEN DRIVE SLED POSITIONS ARE EMPTY,
		DRIVE COVER PLATES MUST BE INSTALLED
		AND IN PLACE AT ALL TIMES TO PREVENT
		ACCESS INTO THE EMPTY DRIVE SLED
		POSITIONS.

The access and service doors can only be opened with a key. The key should be kept by an authorized person at your company. Access to the interior of the library is both a data-integrity and safety issue.

Switching off the Power button on the indicator panel, located on the front of the library, removes power from the electronics, which causes the picker to stop immediately. This button also removes power from the drives.

THIS POWER BUTTON FUNCTIONS AS A WARNING POWER INTERRUPT ONLY. TO COMPLETELY

REMOVE ALL POWER BEFORE SERVICING OR IN AN EMERGENCY, TURN OFF THE CIRCUIT BREAKER ON THE POWER DISTRIBUTION UNIT, AND THEN DISCONNECT THE POWER CORD FROM THE ELECTRICAL SOURCE.

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Chapter 1 About This Guide and Your Product

Disposal of Electrical and Electronic Equipment

Disposal of Electrical and Electronic Equipment

THIS SYMBOL ON THE PRODUCT OR ON ITS PACKAGING INDICATES THAT THIS PRODUCT SHOULD NOT BE DISPOSED OF WITH YOUR OTHER WASTE. INSTEAD, IT SHOULD BE HANDED OVER TO A DESIGNATED COLLECTION POINT FOR THE RECYCLING OF ELECTRICAL AND ELECTRONIC EQUIPMENT. THE SEPARATE COLLECTION AND RECYCLING OF YOUR WASTE EQUIPMENT AT THE TIME OF DISPOSAL WILL HELP TO CONSERVE NATURAL RESOURCES AND ENSURE THAT IT IS RECYCLED IN A MANNER THAT PROTECTS HUMAN HEALTH AND THE ENVIRONMENT. FOR MORE INFORMATION ABOUT WHERE YOU CAN DROP OFF YOUR WASTE EQUIPMENT FOR RECYCLING, PLEASE VISIT OUR WEBSITE AT: HTTP:// QCARE.QUANTUM.COM OR CONTACT YOUR LOCAL GOVERNMENT AUTHORITY, YOUR HOUSEHOLD WASTE DISPOSAL SERVICE OR THE BUSINESS FROM WHICH YOU PURCHASED THE PRODUCT.

Product Model Number

The Scalar i2000 model number is as follows: SCi2000.

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3

Chapter 1 About This Guide and Your Product

Explanation of Symbols and Notes

Explanation of Symbols and Notes

The following symbols appear throughout this document to highlight important information.

INDICATES A POTENTIALLY HAZARDOUS

WARNING SITUATION WHICH, IF NOT AVOIDED,

COULD RESULT IN DEATH OR BODILY

INJURY.

Indicates a situation that may cause possible CAUTION damage to equipment, loss of data, or

interference with other equipment.

	Note	Indicates important information that helps you
		make better use of your system.

Other Documents you Might Need

The following documents are also available for this product. These documents can be found on the product CD or at www.quantum.com/ support.

•Scalar i2000 Planning Guide (6-00418-xx)

•Scalar i2000 User’s Guide (6-00421-xx)

•Scalar i2000 Maintenance Guide (6-00422-xx)

•ADIC Management Console User’s Guide (6-00064-xx)

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4

Chapter 1 About This Guide and Your Product

Getting More Information or Help

•Scalar i2000 Unpacking Instructions (6-00771-xx)

•System, Safety, and Regulatory Information Guide (6-00618-xx)

	Note	Release Notes are also available for this product.
		The Release Notes describe changes to your system
		or firmware since the last release, provide
		compatibility information, and discuss any known
		issues and workarounds. The Release Notes can be
		found in the product box or at
		www.quantum.com/support

Getting More Information or Help

More information about this product is available on the Service and Support website at www.quantum.com/support. The Service and Support Website contains a collection of information, including answers to frequently asked questions (FAQs). You can also access software, firmware, and drivers through this site.

For further assistance, or if training is desired, contact Quantum:

For additional contact information: www.quantum.com/support

To open a Service Request:

www.quantum.com/esupport

Scalar i2000 User’s Guide

5

Chapter 2

Troubleshooting Your Library

This chapter describes how the library informs you of issues that it detects within its subsystems. It also provides information about working with tickets to resolve issues, running verifications tests to check whether they have been resolved, interpreting LEDs, viewing command history logs, and accessing Online Help.

This chapter consists of the following sections:

•How Does the Library Report Issues? on page 7

•Working With Tickets on page 12

•Viewing Tape Alerts and Generating Media Integrity Analysis Reports on page 31

•Generating Media Integrity Analysis Reports on page 34

•Saving a Report Template on page 39

•Generating the Tickets Report on page 45

•Interpreting LEDs on page 51

•Interpreting LBX Terminator LEDs on page 66

•Working With Command History Logs on page 71

•Accessing Online Help on page 76

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Chapter 2 Troubleshooting Your Library

How Does the Library Report Issues?

How Does the Library Report Issues?

The library has advanced problem detection, reporting, and notification functionality. The library has many processors and sensors that monitor conditions and operations, such as temperatures, voltages, current, calibrations, firmware versions, and so forth.

The first indication of issues is the status indicator on the indicator panel, as shown in Figure 1.

Figure 1 Status Indicator

Status indicator

•If the Status indicator light is solid green, the library currently has no tickets in an Open state.

•If the Status indicator light is flashing amber, at least one of the six subsystems has a ticket in an Open state.

When the library detects an issue, it creates a ticket for it. A ticket includes the following types of information:

•Details about the issue

•Reports that are associated with the ticket

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Chapter 2 Troubleshooting Your Library

How Does the Library Report Issues?

• A repair page that provides corrective actions

In most cases, tickets isolate field replaceable units (FRUs) that you must service or replace.

	Note	Tickets can indicate failures or other serious
		problems, but they also can indicate warning
		conditions that you should investigate or other
		helpful information. For example, opening the
		library’s access door or changing the library’s
		configuration causes the library to create a ticket,
		but these situations would not indicate serious
		problems. However, you should investigate the
		tickets.

The library assigns a severity level to each ticket that it creates, and it notifies users of the ticket. Table 1 describes possible severity levels for tickets.

Table 1 Severity Levels

Assigned to Tickets

Severity Level	Description
1 (Failed)	Indicates that a failure has occurred or a different serious condition exists within a
	library subsystem that requires immediate corrective action. In most cases, a
	hardware component is no longer functioning at an acceptable level or has failed.
	Typical library operations are either impossible or highly unreliable.
	Examples of failure situations include a FRU that is not functioning, a temperature
	threshold that has been reached that causes unreliable operations, or a partition that
	the library has automatically taken offline.
2 (Degraded)	Indicates that a degraded condition exists within a library subsystem that impacts
	system performance or redundancy. Typical library operations can continue
	without immediate corrective action, but an administrator should investigate the
	condition and correct the problem soon.
	Examples of degraded situations include a redundant power supply that has failed
	or a connectivity problem that has caused host port failover to occur.

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8

		Chapter 2 Troubleshooting Your Library
		How Does the Library Report Issues?
Table 1 Severity Levels
Assigned to Tickets
Severity Level	Description
3 (Warning)	Indicates that a condition exists within a library subsystem that has little effect on
	system operations. Typical library operations can continue without immediate
	corrective action, but you should investigate the condition and correct the problem
	when possible. Warnings also can provide helpful information, such as indicating
	that a door is open.
	Examples of warning situations include a FRU that is functioning less reliably or a
	temperature threshold that has been reached that does not affect reliable operations.
		The library has two ways of notifying users that it has discovered issues
		and has created tickets for them:
		• Status indicators on Library Management Console (LMC) system
		status buttons
		• E-mail notifications
		System status buttons are located in the Overall System Status area at the
Understanding Indicators
on System Status		bottom of the LMC display. Each button displays a status indicator for
Buttons		the library subsystem it represents. For more information about the
		buttons, see System Status Buttons on page 364. When the library creates

a ticket, the status indicator button for the affected subsystem automatically changes from the following icon:

Good (green)

to one of the following icons:

Warning or Degraded (yellow)

Failed (flashing red)

The meanings of these status indicators correspond to the severity levels described in table 1 on page 8. If a system status button indicates anything other than a Good state, clicking it displays a list of open tickets

Scalar i2000 User’s Guide

9

Understanding E-mail

Notifications

Chapter 2 Troubleshooting Your Library

How Does the Library Report Issues?

for the subsystem. To access tickets by using the system status buttons, see Working With Tickets on page 12.

The library collects status information on its components and, if the appropriate e-mail notifications have been set up in the LMC, the library can send notifications whenever tickets with severity levels 1, 2, or 3 are created. For information about severity levels, see table 1 on page 8. The library assigns a severity level to each ticket it creates. If the ticket’s severity level matches one of an e-mail address’ severity codes (as set up in e-mail notifications), the library sends a notification to that particular e-mail address. The library also sends a notification if a ticket’s severity level escalates to a more severe level. The library does not send one when an ticket’s severity level becomes less severe.

By default, the only e-mail address to which the library sends e-mail notifications (severity level 1 issues only) is [e-mail] (Quantum technical support). To set up other e-mail addresses to receive notifications, see Configuring E-mail on page 140 and Setting Up E-mail Notifications on page 142.

	Note	Even though you can remove the Quantum
		technical support e-mail address so that Quantum
		does not receive severity level 1 notifications,
		Quantum recommends that you do not remove it.
		Also, do not include the Quantum technical
		support e-mail address for severity level 2 or 3
		notifications.

The subject line of the e-mail notification indicates “Scalar i2000,” the library’s serial number, and the severity level of the ticket. The body of the message states that the library sent the message automatically. The message body also includes the following information, which provides details about the ticket and library conditions at the time of the event:

•Ticket summary

•Ticket details, including status information

•Firmware versions, including MCB, RCU, CMB, and drive bricks

•Physical library configuration

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Chapter 2 Troubleshooting Your Library

How Does the Library Report Issues?

•Library states, such as physical library online or offline, partitions online or offline, or robotics enabled or disabled

•Time stamps of recent activity

•Report summary

•Report details for the ticket

The notification also includes a repair page attachment. This page provides a problem description and corrective actions you or a customer service engineer (CSE) can perform. For more information about repair pages, see Viewing Repair Pages on page 30.

	Note	A notification e-mail contains helpful information
		about a ticket and how to resolve it. However, the
		notification represents a condition that existed at a
		certain time in the past. The notification might not
		reflect the current situation. The notification
		indicates a specific ticket ID, so you should find
		and examine that specific ticket in the LMC. The
		ticket reflects the real-time status of the issue. For
		more information about accessing tickets, see
		Working With Tickets on page 12.

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Chapter 2 Troubleshooting Your Library

Working With Tickets

Working With Tickets

	Tickets are your primary troubleshooting tool when you experience
	problems with the library. A ticket provides details and reports about the
	issue and library conditions at the time of the event. It also provides
	guidance on how to resolve the issue. If you are an administrator or a
	service representative, you can access the tickets through the LMC. This
	section explains how to display ticket lists, view ticket and report details,
	view repair pages, and resolve and close tickets.
	To help you quickly troubleshoot an issue by using tickets, read the
Ticket Guidelines	following guidelines.
	What is the issue and its cause?
	You became aware of a library issue because either the library sent an
	e-mail notification, an LMC system status button indicated a subsystem
	status of Warning, Degraded, or Failed, or a backup/archive software
	application indicated a problem. Tickets include details about the issue
	and library conditions at the time of the event. They also include reports,
	any history tickets that the library has created in the past for the same
	FRU, and a repair page that provides a detailed description of the issue
	and its possible causes. The repair page also provides corrective actions
	that you or a CSE can perform. To use a ticket to determine an issue and
	its cause, you can perform the following general steps:
	1 Display a list of tickets (see Displaying Ticket Lists on page 16).
	2 View the details for the appropriate ticket (see Viewing Ticket Details
	on page 21).
	3 View the reports that are associated with this ticket (see Viewing
	Ticket Details Reports on page 26.
	4 View the ticket’s repair page (see Viewing Repair Pages on page 30).

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Where did the issue occur in the library?

The Status Group field on the Details tab of the Ticket Details dialog box indicates the library subsystem that caused the ticket. For more information about the Details tab, see Viewing Ticket Details on page 21 The FRU ID field on the Report tab of the Ticket Details dialog box indicates the type of FRU that is affected, and the FRU Instance field indicates the specific FRU by its location in the library. For more information about the Report tab, see Viewing Ticket Details Reports on page 26.

When did the issue first occur?

The Posted field on the Details tab of the Ticket Details dialog box indicates the date and time on which the library first reported the issue and created a ticket for it. For more information about the Details tab, see Viewing Ticket Details on page 21.

Has the issue occurred repeatedly?

The Duplicates field on the Details tab of the Ticket Details dialog box indicates how many times the library has reported the same issue while the ticket has been open. In addition, you can determine whether the same issue has occurred and been resolved in the past. The FRU History List area on the Details tab lists tickets that have been opened for the same FRU in the past, but have been resolved and are now in the Closed or Verified state. By selecting a history ticket and then clicking Show, you can investigate the ticket history of a particular FRU. For more information about the Details tab and viewing history tickets, see Viewing Ticket Details on page 21.

Has the FRU been replaced before?

You can determine whether a specific FRU has been replaced in the past by examining the FRU SN field on the Details tab of the Ticket Details dialog box for the open ticket and the history tickets. Because the history tickets associated with an open ticket are for the same specific instance of a FRU, and because a FRU instance is identified by its location in the library, the FRU serial number, which is uniquely assigned to each FRU, will change if the unit has been replaced in the past. For more

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information about the Details tab and viewing history tickets, see Viewing Ticket Details on page 21.

How do I resolve the issue?

The repair page provides comprehensive, step-by-step procedures for resolving the issue. Both user and CSE procedures are provided. When the procedures require a CSE to perform them, contact technical support. For more information, see Viewing Repair Pages on page 30.

How can I know whether the issue is resolved?

Some issues require you to determine whether they are resolved and others the library will detect automatically.

•In some cases, the library can automatically detect that an issue is resolved (for example, an open door that is now shut). For these, the library automatically transitions the ticket to the Verified state.

•In other cases, the library cannot automatically detect that an issue is resolved (for example, a faulty tape cartridge). You must determine whether the issue is resolved by running a verification test or, if an applicable test does not exist, by following the repair page instructions. If you run a test and the results are all good, the library automatically transitions the ticket to the Verified state. If you cannot run a test, you should physically examine the FRU, and then manually transition the ticket to the Closed state after determining that the issue is resolved. After you close the ticket, the library transitions it to the Verified state if it is able to do so. For more information, see Running Verification Tests to Determine Issue Resolution on page 42 and Closing Tickets on page 43.

The library reopens tickets that receive failed, degraded, or warning reports within 30 minutes of transitioning to the Closed or Verified state. If a Closed or Verified ticket remains free of failed, degraded, or warning reports for 30 minutes, the library locks them from transitioning back to the Open state. A failed, degraded, or warning report that is received beyond 30 minutes causes the library to open a new ticket.

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What do I do if I cannot resolve the issue?

Contact Quantum technical support. See Getting More Information or Help on page 5. Technical support personnel might ask you to send them an electronic copy of the ticket. For instructions, see Mailing, Saving, and Printing Ticket Information on page 39.

How do I view the number of tickets that occurred in a certain time range?

The Tickets Report lets you see how many tickets occurred in a particular time period. You can choose to group tickets by subsystem, module, or FRU, and the results can be presented as a rollup summary or as a trend so you can see if the number of issues is increasing or decreasing over time. Also, the report results can be presented in different chart formats, such as bar graphs or pie charts. For more information, see Generating the Tickets Report on page 45.

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		The LMC provides three ways to display ticket lists:
	Displaying Ticket Lists
		• By clicking a system status button that indicates a Warning,
		Degraded, or Failed state
		This option displays a list of open tickets for the associated subsystem.
		See Using System Status Buttons to Display Ticket Lists on page 16.
		• By clicking Tools→ Tickets
		This option displays the Tickets dialog box from which you can obtain a
		list of all tickets or a partial list of tickets according to selection criteria.
		See Using the Tickets Command or the Tickets Button to Display Ticket
		Lists on page 19.
		• By clicking the Tickets button on the toolbar
		This option displays the same Tickets dialog box as the Tools→ Tickets
		command does. See Using the Tickets Command or the Tickets Button to
		Display Ticket Lists on page 19.
		From the ticket list, you can select a ticket to view ticket details,
		associated reports, and a repair page.
		Using System Status Buttons to Display Ticket Lists
		To display a list of tickets by using a system status button, the button
		must indicate a Warning, Degraded, or Failed state. Clicking a system
		status button that indicates a Good state either displays a list of
		subsystem tickets that are in Closed or Verified states or informs you that
		no tickets exist for the subsystem.
		1 Click the system status button that corresponds with the subsystem
		for which you want to display a list of open tickets.

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The Ticket List dialog box appears with a list of open tickets for the subsystem.

	The following table describes the elements on the Ticket List dialog box.
Element	Description
In the Select Ticket area:
Check Box	To close multiple tickets, select each ticket you want to close by clicking the
	check box.
ID	The library-assigned identifier for the ticket.
Description	A summary description of the ticket. The description identifies the FRU that
	caused the ticket and includes reason text that describes the cause of the ticket.

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