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Generic Tape Library Troubleshooting Guide (TL1000, TL2000, TL4000, ML3, and ML6000)

Summary: This guide covers general troubleshooting such as connectivity problems, drivers, supported environments, LTO resources, mechanical problems, running diagnostics, and exporting logs for technical support. ...

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Instructions

ML3 Tape Library
Figure 1: ML3 Tape Library


Table of Contents

 

Supported Environments

The tape library is intended to be used with a physical host. You are not able to use the library in a virtual environment.

PERC controllers cannot be used with a tape library. If in any doubt, see the Tape Compatibility Matrix  for supported host bus adapters.
 

Connectivity Problems or Library Not Detected

The way to approach this depends on if this is a new deployment or an existing installation.

For new deployments
  • Ensure the cables between the library and HBA are connected securely. In some host server configurations, it may be more difficult to seat an SAS 12 cable home than in others. If in doubt, recheck the cables ensuring that they click home.
  • Ensure that a compatible HBA is in use per the Tape Compatibility Matrix .
  • Ensure that the HBA is detected in the device manager. This helps pinpoint if you are looking at an HBA installation issue, a cable issue, or a Tape Library issue.
  • If an HBA is detected, consider trying alternative cables.
  • Ensure that the correct HBA firmware and drivers are installed. Be aware that OEM and retail variants of adapters require their own drivers and firmware. For Dell factory-supplied adapters, see the Dell Support Site using your system service tag. Do not use vendor direct drivers or firmware unless it is a retail channel device.
For existing deployments
  • Consider any recent hardware or software changes that may have caused the issue to occur.
  • You may want to consider any changes made to hardware located near the library which may have caused accidental movement of cables.
  • Consider any errors reported within the IDRAC of the host server or by your alerting software which may report an HBA issue.
 

How to Verify Drivers

NOTE: The installation of a tape library within a virtual environment is not supported.

The following categories should be checked:
  Device Manager Sample
Figure 2: Device Manager Sample

For item 1: The medium changer (Tape Library) is seen.
For item 2: A compatible storage controller per the compatibility matrix must be seen. Check the Tape Compatibility Matrix for compatible storage controller.
For item 3: The expected number tape drives installed within the library is seen.

How your library is shown in device manager depends on the configuration, for example, the quantity of drives.
 

Installing Drivers using the Driver Update Package

Sometimes, your backup software may prefer the standard Microsoft inbox driver. This information is available from the software vendor.

Should it be necessary to install the newest available Dell drivers, you can locate them on the Dell Support Website using your service tag.

Once extracted, often you can run the 'install_nonexclusive_no_dpf' file contained within the self-extracting EXE. Other options are available depending on backup software requirements.

DUP Contents
Figure 3: DUP Contents
 

Help Guides For LTO Tapes

NOTE: LTO 7 Type M tapes are only compatible with LTO 8 drives. For more information, see LTO website at Ultrium LTO-7. This hyperlink is taking you to a website outside of Dell Technologies.

Dell LTO Media Handbook
Dell PowerVault Tape Systems LTO Media Handbook

Ultrium LTO web site.  This hyperlink is taking you to a website outside of Dell Technologies.
 

Dealing with Stuck Tapes and Robotic Errors

  1. Test the robot. From the web interface, move a tape from slot to slot confirming that the robot is ok. 
  • If the robot is unable to move tapes between slots, inspect the magazines for foreign objects such as loose labels. Manual eject process may have to be followed.
  1. If the robot is functional and a tape is stuck in a drive, try to move the tape manually from drive to slot using the web interface. 
  • If this process fails, go to step 3.
  1. Try a firmware reflash or update if library allows. As part of the firmware flash process, the tape should rewind. Allow two hours for slow rewind before trying to eject again.
  2. If you are still unable to eject the tape, power cycle the library by removing all power then try ejecting again.
  3. It may be necessary to perform a visual inspection of the unit for any signs of foreign objects.
  4. Record any troubleshooting steps completed. This helps avoid repeat steps when dealing with technical support.
For reference:
  • ML3:
Magazine Manual Eject Video
https://www.youtube.com/watch?v=m3xz8HfGDHM
 
  • TL2000 and TL4000:
Manually release the tape of a TL2000 or TL4000.
https://www.youtube.com/watch?v=WuvExMI5rac
 

Diagnostic Software (IBM Tape Diagnostic Tool)

If you suspect there is a tape or drive issue, run the ITDT CLI tool. This test is thorough and can be used for your own understanding or to help raise a support case. The tool is available to download on the support website using your service tag.
 
CAUTION: Tapes used for ITDT testing are overwritten. Ensure that no critical data is stored on the test tape.
 

Export Drive Logs For Technical Support

If it becomes necessary to contact technical support, you can export drive logs from your library to assist with the troubleshooting. Doing so in advance can help progress your case.

The following knowledge base articles explain how to export drive logs for technical support analysis:

NOTE: It may take at least one hour to export a single drive log from an ML6000 using the web interface. You can also use IBM Tape Diagnostic Tool (ITDT) which is quicker.

When your logs are exported, upload them to upload.dell.com using your service tag as the reference. Ensure you let your technician know that the logs are uploaded to the portal.

Additional Information

Documentation
Useful Articles
You may find additional product troubleshooting videos on our YouTube Channel at https://www.youtube.com/@DellQuickResourceLocator.

Affected Products

Dell EMC ML3, PowerVault ML6000, PowerVault TL2000, PowerVault TL4000, PowerVault TL1000