Resolve errors with the library and the installed tape drives

This topic describes symptoms or errors that might occur with the TS3500 tape library and the installed tape drives. The table provides actions to correct the problems.

Table 1 lists symptoms or errors that might occur with the TS3500 tape library and provides the required corrective actions. Figure 1 shows the front and Figure 2 shows the rear of the 3592 J1A. Use these figures to resolve errors that are addressed in the table.
Note: The power beacon LED on the 3592 tape drive (TS1140 and later) is usually green, which indicates that the drive is powered on. Occasionally this LED can turn blue, which does not indicate an error.
Figure 1. Front view of the 3592 J1A
Image is described in surrounding text.
# Component # Component
 1  Reflective fiducials  5  Reset button
 2  Tape cartridge slot  6  LED power indicator
 3  Nonreflective fiducial  7  eight-character message display
 4  Unload area    
Figure 2. Rear view of the 3592 J1A
Image is described in surrounding text.
# Component # Component
 1  LED indicator for Port 0  4  LED indicator for drive status
 2  LED indicator for Port 1  5  LED indicator for drive power status
 3  LED indicator for library communications    
Table 1. Resolving errors with the IBM TS3500
Symptom or Error Action
The library is powered off. All of the following conditions are true:
  • The touchscreen LCD is blank.
  • The power-on indicator is not lit.
  • The library and all of the drives do not respond to host commands.
  1. Ensure that the library is powered on (the power indicator on the display panel on the base frame is illuminated).
  2. Ensure that the power cord for the library is plugged into the wall receptacle.
    Note: Each frame might have a separate power cord.
  3. Ensure that the power receptacle (into which the library's power cord is plugged) is active (for example, ensure that a circuit breaker is not tripped or turned off).
  4. If the problem still exists, call your IBM® service representative.
A message displays on the touchscreen and indicates that a front door is open.
  1. Ensure that all front doors are closed and properly latched.
  2. If the problem still exists, open and close each front door.
  3. If the problem still exists, call your IBM service representative.
A message displays on the touchscreen and the display panel of the base frame and indicates that the door of the I/O station is open or the I/O station is full of cartridges.
  1. If the message indicates that the door of the I/O station is open, close the door.
  2. If the message indicates that the I/O station is full of cartridges, open the I/O station door, remove the cartridges, and close the door.
  3. If the problem still exists, call your IBM service representative.
A message displays on the touchscreen and indicates that a cleaning cartridge has expired. Usage of the cleaning cartridge exceeded a specified threshold. Refer to the following procedures to remove and replace the cleaning cartridge:
A message displays on the touchscreen and indicates that a drive needs to be cleaned.
  1. Ensure that a cleaning cartridge is present in the library inventory.
  2. Ensure that automatic cleaning is enabled.
  3. If the host application is responsible for cleaning the drives, ensure that a cleaning cartridge is in the same logical library as the drive to be cleaned.
  4. If the problem still exists, manually clean the drive.
An error message displays on the touchscreen.
  1. Record the error message, and any error codes, locations, and so forth.
    Note: For error message 48A0, refer to No Motion Allowed (NMA) state for more information and recovery steps.
  2. Press MENU. The library removes the error message from the touchscreen.
  3. Call your IBM service representative.
Fibre Channel communications problem. The host is unable to communicate with one or more Fibre Channel devices in the library. Refer to Resolving errors with Fibre Channel communications.
SCSI Communications Problem. The host is unable to communicate with one or more SCSI devices in the library. Refer to Resolving errors with SCSI communications.
The host application software indicates that a cartridge is write protected.
  1. Record the host message, including any information about which cartridge has the problem.
  2. Use the application software to move the cartridge to the I/O station.
  3. Open the door of the I/O station and remove the cartridge.
  4. Set the cartridge write-protect switch to enable writing (see Setting the write-protect switch on an LTO tape cartridge or Setting the write-protect switch on a 3592 cartridge). Insert the cartridge back into the I/O station and close the door.
  5. Use the application software to move the cartridge back into the library.
The host application software indicates that there is a problem with the cartridge.
  1. Record the host message, including any information about which cartridge has the problem.
  2. If possible, use the application software to copy data from the failing cartridge to another cartridge.
  3. Use the application software to move the cartridge to the I/O station.
    Note: If the tape cartridge is stuck (that is, it will not unload after it receives an Unload command from the host), refer to Removing a data cartridge from a drive in the library.
  4. Open the door of the I/O station and remove the failing cartridge.
  5. Close the door of the I/O station.
The host application software indicates that there is a problem with the bar code on the cartridge.
  1. Record the host message, including any information about which cartridge has the problem.
  2. Use the application software to move the cartridge to the I/O station.
  3. Open the door of the I/O station and remove the cartridge.
  4. Check for a loose, damaged, or misaligned bar code label. If there is an obvious problem, correct it. You might need to apply a new bar code label.
  5. When the problem is corrected, insert the cartridge back into the I/O station and close the door.
  6. Use the application software to move the cartridge back into the library.
  7. If the problem still exists, call your IBM service representative.
The host application software indicates that there is a problem with the library inventory. For example, a move operation failed because:
  • The cartridge was not found.
  • The source location was empty.
  • The destination location was full.
  1. Record the host message, including any information about which cartridges have the problem.
  2. Perform an inventory validity check from the Data Cartridges page of the Tape Library Specialist web interface and review the Inventory Differences report. If any inconsistencies are listed, you can selectively remove and reinsert indicated cartridges, reset a specific node card (if indicated in the report), or power cycle the tape library.
  3. Use the host application software to inventory the library. Depending on the application, an inventory might be called inventory, initialize element status, audit, remap, or rebuild index.
  4. If the problem still exists, perform an inventory of the entire library from the Tape Library Specialist web interface (see Using the Web to perform an inventory of the library) . Then try again to use the host application software to inventory the library.
  5. If the problem still exists, call your IBM service representative.
The host application software indicates that a drive failed.
  1. Record the error message and any error codes.
  2. Try the job again (if possible, use a different cartridge for the retry; many problems that are reported as drive failures are caused by media defects).
    • If the retry with a different cartridge is successful, consider the original cartridge defective. If necessary, copy the data from the cartridge and remove it from the library.
    • If the retry with a different cartridge fails, call your IBM service representative.
The host application software indicates that the library failed.
  1. Record the error message and any error codes.
  2. Check the library's touchscreen for any error messages. If an error message is displayed, record it and any error codes.
  3. Call your IBM service representative.
The library is powered on , but the touchscreen is blurry, unreadable, or blank. Call your IBM service representative.
The touchscreen is readable, but the touch keys do not work. Call your IBM service representative.
You cannot insert a 3592 tape cartridge into the library.
  1. Ensure that you have the correct cartridge type and that it is oriented correctly (see Figure 1) ).
  2. Inspect the cartridge for damage.
  3. Ensure that there is no other cartridge already in the library.
  4. Try to load another cartridge into the tape system. Use a scratch cartridge to avoid possible damage to a data cartridge. If the new cartridge can be inserted into the drive, the original cartridge might be defective. Inspect the cartridge again for damage. Contact your IBM service representative if:
    • The cartridge is not damaged but it cannot be inserted.
    • The cartridge is damaged.
A message similar to FIDx XX alternates with an alphanumeric message on the display of the 3592 tape drive. The code is a failure ID (FID). Record the code and go to the section about FID messages.
The message ATTN DRV appears on the display of the 3592 tape drive. The drive experienced a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM service representative.
The 3592 tape drive is not ready at load point.
  1. Verify that the 3592 tape drive is powered on (the power indicator on the display panel on the base frame is illuminated, see 6 in Figure 1).
  2. If the cartridge is not inserted correctly, remove the cartridge and insert it again. If the cartridge fails to load in the tape system, remove the cartridge and inspect it for correct type or damage.
  3. If an FID or ATTN message appears on the message display, record the code, press the unload button (see  4  in Figure 1) and try the operation again.
    • If the drive does not become ready and no messages are displayed, call your IBM Service Representative.
    • If an FID message appears on the message display, record it and see Using FID messages generated by 3592 tape drives for more information. If the code is ATTN DRV, the drive experienced either a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM Service Representative.
A power failure occurred and the 3592 tape cartridge failed to eject. If there is a power failure, the normal tape system process unloads a tape cartridge when power is restored to the device. The time that is required to complete the unload process can vary, but might take up to 15 minutes. If the device fails to unload a tape cartridge after this period, you can attempt to unload the cartridge by pressing the unload button on the front of the drive (see Removing a data cartridge from a drive in the library).
  • If the 3592 tape drive unloads the cartridge, remove it by grasping the cartridge, and pulling it towards you.
  • If, within 15 minutes, the 3592 tape drive does not unload the cartridge and a FID or ATTN message appears on the display, record the message and report the problem to your IBM service representative. If a FID or ATTN message appears on the message display, record it and see Using FID messages generated by 3592 tape drives. If the code is ATTN DRV, the drive experienced either a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM service representative.
The tape cartridge fails to unload from the 3592 tape drive. If a tape cartridge is stuck (that is, it fails to unload from a drive after it receives an Unload command from the host), refer to Removing a data cartridge from a drive in the library to remove the cartridge manually. If the cartridge still does not unload, refer to the following steps:
  1. If an error code or a FID message appears on the message display, record the error code or FID message and press the unload button again.
  2. If the drive does not rewind or unload, call your IBM service representative. If a FID or ATTN message appears on the message display, record it and see Using FID messages generated by 3592 tape drives. If the code is ATTN DRV, the drive experienced either a load error (indicated by the LOAD ERR alternating message) or an unload error (indicated by the UNLOAD E alternating message). If you receive either of these messages, contact your IBM service representative.
The message display on the front of the 3592 tape drive is blank.
  1. Ensure that the library is powered on (the power indicator on the display panel on the base frame is illuminated) (see  6  in Figure 1).
    • If the light is off, contact your IBM service representative.
    • If the power light is on, verify that a cartridge is in the drive. If not, insert a scratch cartridge. Verify that the message display becomes active. If the panel still does not display a message, contact your IBM service representative.
The 3592 tape drive has read or write problems. See Media and hardware problem isolation for the 3592 tape drives.
The host application software or tape hardware indicates an encryption-related error, or a backup/restore task to encryption hardware fails. Check the host application's error logs, device driver logs, tape library error logs, and tape drive error logs for entries that are related to encryption. See Viewing the library error log, Viewing a drive error log, Using FID messages generated by 3592 tape drives, Encryption-related ASC/ASCQ codes, and Key manager-Reported errors.
The host application software or tape hardware indicates a connection problem with the encryption key manager. Perform the following checks:
  • If you are using library-managed encryption, perform the encryption key manager connection test and the key path diagnostics (see Using the Web to ping a key manager address and Using the web to run key path diagnostics).).
    • If a test fails, a problem could exist with the IP address, the Ethernet cable, or the switches. Perform the following checks:
      1. Refer to your network's documentation.
      2. Check the Ethernet connection between the library and the key manager.
      3. Check the TCP/IP configuration of the library and the server.
    • If the test succeeds, test the encryption key path and setup from the library's operator panel (see Using the operator panel to test the encryption key path and setup):
      • If the test succeeds the connection was properly tested and is good.
      • If the test fails, perform the following checks. To obtain instructions for each task, see the documentation for your key manager.
        1. Check that the key manager is correctly installed and configured, and that the key manager application is properly started.
        2. Ensure that the encryption-enabled tape drive is registered in the key manager.
        3. Ensure that a default key label is defined in the key manager.
  • If the library does not provide the function of a key proxy server (that is, if you are using the application-managed encryption or system-managed encryption method), check your key proxy server's documentation for a similar test.
A power outage occurred and the system does not allow a cartridge to be ejected with Tivoli Storage Manager.
  1. Verify that the library is powered on after the power outage.
  2. Verify that no error messages are displayed at the drives.
  3. Verify that no error messages are displayed on the library operator panel.
  4. Manually remove the cartridge, and reinsert it.
Notes: If your library uses a SAN Data Gateway to connect a Fibre Channel server to a SCSI drive, ensure that the gateway has the appropriate level of firmware by performing the following steps:
  1. Visit the web at http://www-03.ibm.com/servers/storage/support/san/
  2. Select one of the following SAN tape gateways and routers:
    • Model 2108-R03
    • Model 2108-G07
  3. Select the Download tab.
  4. Select Downloadable files.
  5. From Product category, select the item for the firmware code.