HP StoreEver TapeAssure Software - Manual (Page 193)

11 Troubleshooting
This chapter is divided into the following sections:
•
Troubleshooting L&TT
•
Troubleshooting devices
•
Troubleshooting third-party software
Troubleshooting L&TT
If you believe that you have encountered a software issue with the L&TT program itself, send an
e-mail to
[email protected] . Please be sure, as much as possible, that it is an L&TT issue rather
than a product issue. When sending the e-mail, include the following:
•
A description of the issue
What was being done. How it failed. Symptoms. ◦
◦ Try to include the exact wording of any error messages received. This makes it much
easier for the developers to find in the code.
•
The configuration of the system
System type, OS type and variant, patch status ◦
◦ HBA type, drivers used, revisions
◦
Device type, firmware revisions
◦ Connectivity — FC/SCSI, SAN, or direct connect
•
Key L&TT logging data
The event log with I/O history enabled. The I/O history enabled event log contains critical
information that HP programmers can use to debug problems with the application itself.
◦
In the event of a device detection issue, support ticket generation issue, firmware update
issue, or other problem, enable I/O history in the event log. Restart L&TT and perform
the operation that failed previously. The event log will capture critical I/O information.
◦ A TSR (Tool Status Report). See Using the Tool Status Report (page 175) .
Be prepared to provide additional information if requested by the L&TT support team. You can
also send comments, feedback, suggestions, and questions to
[email protected] .
Troubleshooting devices
Click the appropriate link:
•
Using L&TT to troubleshoot tape devices
•
Known issues
•
Additional interactive device troubleshooting content
Using L&TT to troubleshoot tape devices
HP requests that customers perform diagnostics on their drive before requesting a replacement.
This section tells you how, why and when to run these diagnostics so that you can identify and
potentially fix your problems without the need to contact HP support. If L&TT determines that your
tape drive is not functioning correctly and does need to be exchanged, then the accompanying
failure information provides a faster response from HP support.
Troubleshooting L&TT 193