Tape drive installation - Servers and IntelliStation

Content

IBM tape drive setup and installation

Table of contents

• I. Steps for installing tape drive
• II. Backing up (to test tape drive)
• III. Hints & Tips on maintaining a tape drive
• IV. Common problems and answers
• V. Tools used to troubleshoot tape drives
• VI. Helpful phone numbers
• VII. Problem escalation template

Important links

• IBM Tape drive support matrix
• IBM ServerProven tape drive compatibility
• IBM Update Xpress
• Veritas home page - Backup Exec
• Computer Associates home page - ArcServ

IBM tape drive support

Check below to see if your IBM tape storage product is supported by the IBM xSeries Support Center, or by the IBM Storage System Division Center.

Tape drives supported by the IBM xSeries Support Center

• 4/8GB IDE TR4
• 4/8GB SCSI TR4
• 4/10GB DDS/2
• 10/20GB IDE TR5
• 10/20GB SCSI NS20
• 12/24GB DDS/3
• 20/40GB Mammoth 8mm
• 20/40GB DDS/4 4mm
• 20/40GB DLT
• 35/70GB DLT
• 40/80GB DLT
• 40/80GB Half High DLTVS
• 60/120GB Mammoth 2 8mm
• 100/200GB Full High LTO
• 100/200GB Half High H LTO
• 110/220GB SDLT
• 120/240GB DDS/4 Autoloader
• 3502-108 Tape Autoloader
• 3502-314 Tape Library
• 3502-R14 Tape Library
• 3503-B0X Full High Tape Enclosure (White)
• 3503-B1X Full High Tape Enclosure (Black)
• 3551-001 Netmedia Storage Expansion Unit
• 3600-109 LTO Tape Autoloader
• 3600-220 LTO Tape Library (Tower Model)
• 3600-R20 LTO Tape Library (Rack Model)
• 3600-LXU LTO Tape Expander Module

Technical support contacts

• Online Technical Support: http://www.ibm.com/systems/support
• IBM xSeries Support Center: Support Center phone list for all countries

Tape drives supported by the IBM Storage Systems Division

• 3447 Tape Library
• 3449 8mm Tape Library
• 3494 Magstar Tape Library
• 3495 IBM Tape Library
• 3570 Magstar (B/C-series)
• 3575 Magstar Tape Library Dataserver
• 3580 Ultrium External Tape Drive
• 3581 Ultrium Tape Autoloader
• 3583 Ultrium Scalable Tape Library
• 3584 Ultrium UltraScalable Tape Library
• 3585 TX200 External Ultrium Tape Drive
• 3586 SL7 Tape Autoloader
• 3587 Ultrium SL72 Scalable Tape Library
• T200/T200F Internal Tape Drives
• 3590 Magstar Tape Subsystem
• 7207 1/4 Tape Drive
• 7208 Tape Drive
• 7331 Tape Library 4mm
• 7332-110 4mm DDS/3 Tape Autoloader
• 7334 Tape Library 8mm
• 7337-360 Scalable DLT Library

Technical support contacts

• Technical support via telephone: 1-800-426-7378 or 1-507-286-5825 or 1-888-426-9585

IBM ServerProven

Is the tape drive ServerProven, which means is it certified for installation on your Server? Please be sure that your drive is supported on your Server by checking the IBM ServerProven Web site at http://www-03.ibm.com/systems/info/x86servers/serverproven/compat/us/ Find your server and tape drive, then click on the checkmark to ensure it has been tested with your configuration and Operating System.

Drivers and firmware

Could the problem be due to incorrect drivers or firmware? A one-stop process using the IBM UpdateXpress CD detects and installs the latest for your IBM Server including all tape drivers and firmware. For the latest individual drivers and firmware, visit http://www.ibm.com/systems/support

I. Steps for installing a tape drive

If you are installing your drive for the first time and it is not successful, please review the following generic steps that corrects most common installation problems.

1. Set the SCSI ID on the drive so that it does not conflict with any other device on same channel.
   Note: Some tape drives ship by default set to SCSI ID 0. IBM recommends setting the SCSI ID for the tape drive to SCSI ID to 5 or 6.
2. Install the tape drive in a media bay on the server, or in a storage enclosure.
3. Connect the tape drive to a supported SCSI cable that comes with server or is required by tape drive to run in server.
   Note: you can find what cable that you tape drive requires by looking in the latest Options Guide.
4. Next, ensure that SCSI bus is terminated correctly, so this means that if you have a 16 bit device you must terminate the bus with a 16 bit terminator. This is also the case with storage enclosures like the 3503-BOX It requires a 16 bit terminator.
5. You will then need to go into the SCSI utility of the SCSI controller that the tape drive is attached to by pressing control+A during POST. Once inside of utility you will need to set the sync transfer rate according to the maximum speed of drive. Also you will need to set wide negotiation to yes or no depending whether your tape drive is a 8 bit or 16 bit device. Yes=16-bit and No= 8-bit To find more information on your tape drive.
6. Once termination is set, you will need to then boot system and check to see if drive is seen during post and if is not you will need to check the cable, termination, and controller the tape drive is connected to. This is the time to update the firmware on the tape drive to ensure you are at the latest level. If drive is seen, go into control+A and set the sync transfer speed that is required for you drive. You will need to find out what the maximum speed of your tape drive and then set the sync transfer speed to match your drive. This will set how fast the tape device will talk on the SCSI bus. Setting the speed to greater than the drive will not improve performance and could even cause problems with backing up, like the tape device timing out on bus. You will then need to decide on what backup software you are going to use and then install you choice of backup software. We currently support Backup Exec and ArcServ. Both of these backup software pieces will automatically load the driver for tape drive. Once you load backup software and OS sees the drive, you will need to try a small job to insure that tape backup unit and software are functioning.
7. Once the small test backup completes, you have successfully completed the installation of tape drive.

II. Small test backup

Please try the appropriate simple backup steps below. If you are successful, examine the settings that you are using in your production backups and note any differences. Often you can correct backup problems simply by using the correct settings.

Backup Exec 8.5 Instructions

1. Select backup assistance
2. Select the one button backup test
3. The software will take the defaults and test tape drive.
4. For further information, visit the Veritas web site: www.veritas.com

ArcServ 2000 instructions

1. Select Manager from the menu at the top of the page
2. Select Backup
3. Select what you would like to backup by clicking the block beside your choice
4. Click on the stoplight figure at top of page to run backup
5. A security popup box will appear, and you will need to confirm your choice by clicking on your choice in box, and then click Ok.
6. The backup should now start.
7. For further information, visit the ArcServ web site: www.cai.com/arcserve/

III. Helpful tips for maintaining a tape drive

Proper cleaning procedures

Cleaning tape drives depends on what drive you have. With non-DLT drives, such as DDS/3 or NS/20, the drive must be cleaned either once a week or after every 24-28 hours of drive use.The DLT technology does not need to be cleaned as often as other drives such as DDS/3 or NS/20. The reason for this is that the DLT technology has built in technology that will assist with keeping debris out of drive. You will only need to clean the DLT when prompted by tape drive cleaning lights or software.

Using supported tape cartridges, supported cleaning cartridges and critical facts on cartridge life

It is important that supported tapes and cartridges are used. Particularly if you are having an intermittent problem, it may be a defective or worn cartridge. You will be asked to replace all older cartridges with new supported cartridges as part of normal problem determination. Find IBM tape media and cleaning cartridge part numbers here.

Environmental operation standards and requirements

Environmental factors play a big role in how we need to maintain our tape drives. The standard recommendation is to be aware of the environment and to make sure that the tape drive will not be in a place where there is excessive fine particles such as dust, micro metal particles, or fine wood particles. All of these can be pulled into the drive and decrease the life of your tape drive.

IV. Troubleshooting common tape drive problems

1. Tape drive is not seen at POST (Power On Self Test) of your server

First, check the cable and termination set on bus or device to ensure they both are set correctly. Then check to make sure that you are not trying to use a SCSI ID that is already being used on same channel by another device. If you still cannot see device during post, try another SCSI cable. If still unable to see drive during post please contact your local IBM Support Center.

2. If your device is seen in POST, but not in the operating system

You want to ensure the driverfor the SCSI controller that the tape drive is connected to is loaded in your operating system. Once the SCSI driver is loaded, you should then see the tape device. Your operating system should indicate that the tape driver is not loaded or the tape device is not started. You then will need to load the driver for the tape drive in one of three ways:

1. Obtain the appropriate driver from the IBM eSupport Web site
2. Load your backup software, which will automatically load the tape driver
3. Obtain the UpdateXpress CD

Note: In Backup Exec, you will need to put a check beside the load tape drivers box during install to load the driver for the tape drive. If the driver still does not load, ensure no other programs are running. For example, PC Anywhere installed that not allowing the driver to load.

3. The tape drive worked in server for several months, but now you are suddenly unable to backup

Verify that you are using fresh tapes and that the drive is clean. Recheck to make sure SCSI cables have not become loose or disconnected. Record any changes to your server hardware or software. Often applying a service pack overwrites the SCSI correct driver by reloading a incorrect default driver. If new software has been installed on your server, go back and check your backup software settings to make sure they are the same. Then try to use the native Operating system backup, by first stopping the service of the current backup software and then go into native backup and try to backup. If you are successful in native the tape drive is fine and you will need to reinstall your backup software or remove software that was just added before failure and retry backup. If the tape drive is still unable to backup under the native backup of OS , and there has been no hardware or software changes, clean the drive several times in a row. If the problem persists call the IBM Support Center. We may request that you send us your DLT logs or backup logs to further identify the problem.

4. The tape drive does not work properly, or does not work at all

Are you using a IBM supported cable on the tape drive? Is the SCSI cable terminated properly? To check termination, you will need to look at the cable that is attaching your tape drive to the server and see if it is a terminated cable which can be identified by looking on the end of the cable for a black block. If you do not find this block you do not have a terminated cable and you will need to verify whether you have a 8 bit or 16 bit device. Once you have determined that you will need to terminate cable with a 8 or 16 bit terminator or terminate the device. Note: if you have a tape drive and HDDs on the same channel, make sure you put the slowest device at the end of the SCSI bus, because otherwise you will have degraded performance. Note: termination always needs to be set at the end of SCSI bus by either a terminator block or on device. Make sure that termination is not set on the device and cable, this would be double termination which would cause problems as well.

Are you using one of our RAID adapters (onboard RAID controllers do not apply) and connecting tape drive to it? If so, take it off of ServeRAID PCI card. IBM does not currently support tape drives attached to PCI RAID cards. Tape drives may act unpredictably when connected to a PCI RAID card.

What SCSI ID is the tape drive set to? Is the ID duplicated on SCSI bus? If so, change it to a unused SCSI ID (like ID 6).

5. Unable to load driver for tape drive, or error message saying that the device is not found

First, ensure that you are using the correct driver from our Web site for that tape drive. Then check to make sure that the device is seen during post. If device is not seen at post, then we need to check power going to tape drive, SCSI cable and termination. Check power by either looking on front of drive for led light during post or by trying another power connection coming from power supply. You can test SCSI cable by either putting other devices on same SCSI port on SCSI cable to see if that device is seen and if so, try to reconnect tape drive to make sure it did not have a loose connection. If drive is still not seen, then we need to make sure there is proper termination on the SCSI bus.

To check termination, you will need to look at the cable that is attaching your tape drive to the server and see if it is a terminated cable which can be identified by looking on the end of the cable for a black block. If you do not find this block you do not have a terminated cable and you to verify whether you have a 8 bit or 16 bit device. Once you have determined that you will need to terminate cable with a 8 or 16 bit terminator or terminate the device. (Note: if you have a tape drive and HDDs on the same channel, make sure you put the slowest device at the end of the SCSI bus, because otherwise you will have degraded performance). If the driver seems to load fine during driver install , but when server comes back up the driver is not loaded. You need to check to make sure you don't have something like PC Anywhere loaded that could be stepping on the driver. If you do, stop the service for PC Anywhere or uninstall and then reboot server. Driver should load automatically if something was stepping on the driver.

6. Getting SCSI Time-outs or CRC errors

Reseat the SCSI cable and also set your sync transfer speed to 10 for testing. If that does resolve issue, check termination. If the termination is set correctly, try another SCSI cable.

7. Getting "No Media Found" error

Try a different piece of media and problem remains clean tape drive several times in a row. Sometimes cleaning drive only once will not clean all debris from drive head. Also update firmware on tape drive. If you still have same issue return this e-mail with the address you would like for us to send a replacement drive. (Note: If this is a DLT drive we may require that we retrieve logs from drive before replacing. Instructions how to do this will be at the end of this document).

8. The backup is starting, but failing in the middle of backup

If so, and you have a NS/20 tape drive you may have a retensioning issue with tape and the latest firmware will correct this problem. Also try lowering the sync transfer speed on the SCSI controller to 10 to see if this resolves issue. On other drives, please check the sync transfer rate and try lowering to see if that helps. Also try another piece of media to see if there is a bad spot on media. Also update the firmware on the drive. If the problem remains, try using another backup software program like NT backup or Sbackup if you are using Microsoft or Novell NetWare. Also try another SCSI cable. If problem is still unresolved, e-mail or call us and we will consider replacing the drive.

9. The tape drive is reporting write protected tape

The first thing we need to check is the tape to make sure the tab is not set to write-protected. Next we need to try a different piece of media. If your tape is still reporting write protected, check your software because it can be set to set the tape to write protected after a certain number of hours of use. Also ensure that all patches are applied to backup software. Also update the firmware on the tape drive.

10. 3502 Tape library troubleshooting

>V. Tools used to troubleshoot tape drives (DLT tools)

DLT tools - Can be used on any DLT tape drive. This utility should be used when troubleshooting DLT drives to determine problems that can not be easily determined through normal problem determination.

Note: If your DLT tape drive is connected to a raid controller you will not be able to use this utility to trouble tape drive. The tape drive must be connected to a SCSI controller.

1. To use DLT Tools you must first download file dltwin.exe (If you have Microsoft Windows 2000, you will need to download aspi32exe from the Adaptec web site. This file can be used to create a bootable diskette that will boot into DLT tools or you can use the same file to create the DLT tools that runs in top of the Operating System (Microsoft Windows NT 4.0 , Windows 95, Windows 98, and Windows 2000).

Note: You can only use the DLT tool that runs on top of the OS to cut and paste logs and send them back to us for analysis. The bootable version only allows you to view logs, you will not be able to cut and paste logs on Bootable DLT Tools diskette.

2. Extract the file onto your desktop, and then choose accept when t the first screen appears. Then choose the host adapter that your tape drive is on. If you are unsure, or have multiple SCSI adapters, then select each adapter one at and time and the next screen will show you if you chose the correct adapter that has your DLT drive on it.

3. Now you will see your tape drive with a id beside it. Highlight, or double click the id until it appears the blank box at the bottom of box and then choose Next.

4. DLT logs: Now you should be in DLT tools and should see Option headers at the top of the page. To gather the Logs that we might request from you, go to Functions-Logs and then highlight 07. This is the page that we will request that you send back to us. After you highlight 07, and click on Next. You will see the log page 7 appear, and it will have Binary codes on it. You will need to cut and paste the whole page and put it in a text file so that you can send it back to us. IMPORTANT: You will need to write down the time you took the log and date at the top of page,this is very important for us analyzing logs. Here is the e-mail address you need to send the logs to: servhelp@us.ibm.com

VI. Helpful contact phone numbers for support

• IBM Support Center
• IBM Service Center (1-800-IBM-SERV in USA)
• Quantum Customer Service (1-888-827-3378 in USA)
• Seagate Customer Service (1-800-SEAGATE in USA)

VII.Problem escalation template

For help with using this template, please go to this website: Tape support help guide.

• What tape drive do you have?
• What level of firmware is on the tape drive?
• What is the driver source and filename?
• What backup software being used?
• Have any patches been applied to the backup software?
• What SCSI cable FRU is being used?
• How is your SCSI bus terminated?
• What is the SCSI id for the tape drive?
• Has the tape drive ever worked? How long? If the tape drive has been working, have there been any changes to the operating environment between the time that it worked and when it stopped working?
• What server is the tape drive installed in, or connected to?
• What operating system (OS) is being used? What Service Packs are installed on the OS?
• Are there any error codes from OS and/or backup software?
• What is the FRU number of tape drive?
• For DLT tape drives, please include DLT logs.

Please provide your contact information as well

• Contact Name
• Company Name
• Phone number
• e-mail address / alternate e-mail address
• Support Center service request case number (if working on existing service request)
• Time of day that is best to contact you
• Address that you would want a new tape drive shipped, if warranty replacement is determined

Need more help?

• Software and device driver downloads
• CRU parts installation and removal movies
• Tools and utilities
• Hardware Maintenance Manuals (HMM) index
• IBM ServerProven compatibility