Tape drive customer responsibilities - IBM System x

Resolving The Problem

Why review your responsibilities? Tape drives are mechanical devices that need more periodic maintenance and care than your computer. Specific actions by the owner are necessary to ensure the reliable tape drive operation. This Customer Responsibility page supplements your Tape Drive User Guide and is provided as a list to help you obtain the most reliable backups of your data.

How is your warranty affected? During your warranty period, IBM Service will determine if your tape drive is entitled for repair or replacement under the IBM Statement of Limited Warranty (http://www-1.ibm.com/servers/support/machine_warranties/). If the difficulty is due to the neglect of your responsibilities, you may be billed for the repair.

Your first responsibility is to install the tape drive correctly

Not all drives work in all servers. You need to install the Tape Drive in a supported System x or BladeCenter Server. The supported servers are identified on the IBM ServerProven page at http://www.ibm.com/servers/eserver/serverproven/compat/us/xseries/storage/tmatrix.html. If your drive was installed or configured by a dealer, you should still verify that the drive is supported in your IBM Server.

The installation instructions are described in the Users Guide. If you are unable to install the tape drive and it is due to a malfunction in the drive or errors in the directions, IBM will correct the malfunction. If you contact IBM Support, they will verify your installation steps. If you request that the IBM service representative performs the setup, the work may be billable at the relevant IBM Hourly Service rates and charges.

Your responsibility is to use the correct tape media

You need to use quality media. IBM sells tape media designed as reliable storage products. Please review the Recommended tape drive media list. When your media does not meet IBM standards, you run the risk of failed backups and losing critical data. Please ensure you are using quality media before calling for service. If IBM determines your drive malfunction is the result of the tape media, we will request that you switch to tested media. If you continue to choose to use other media, you may be billed for the repair.

Your responsibility is to properly handle and store tapes

Handle the tape with care. Most tape is supplied in a sealed cartridge to ensure that the media remains clean. The cartridge should only be opened by the tape drive during operation. The cartridge also ensures proper tension on the media. If the cartridge is dropped, the tension can be relaxed and may result in a jammed tape which could damage your tape drive

Make sure the media is not write-protected. Tape cartridges usually have a physical method to write-protect the media. You need to be sure that the tab, slot or rotating cylinder that is used to write-protect the media is completely and correctly turned into the write-enable position prior to writing to the tape.

Store the tapes properly. When the tapes are stored, the cartridge must be placed into the media's protective box. The storage area must be clean, dry, normal room temperature and away from any magnetic fields from devices like computer monitors or other video displays, electric motors or speakers.

Your responsibility is to use the tape drive in a proper environment

Tape operations need to occur in an appropriate environment. The clearance between the heads and the tape media is very small (measured in millionths of meters or microns). Even smoke particles or fine dust can interfere with your backup. A clean dust-free environment is necessary to ensure successful backups.

Your responsibility for proper tape drive cleaning

Follow the tape drive cleaning method. No matter how clean the environment, dirt will build up on any tape drive. Every time tape motion occurs, a small amount of media material is deposited onto the heads. Over time, this builds up and can cause reading or writing errors. Most tape drives today, have a cleaning indicator built in to tell you when the drive needs cleaning. Your User Guide tells the drive cleaning frequency and procedure.

Use approved cleaning cartridges only for the recommended number of cleanings. All cleaning cartridges have a maximum number of times that they can be used. When the cleaning cartridge expires, it must be replaced. You must never reuse an expired cleaning cartridge. Use of expired cartridges allows dirt to be reintroduced to the tape drive. When you have cleaned the tape drive, you should mark the usage on the cartridge. Then you will have a record when your cleaning cartridge has expired. We do not recommend the use of any other brand of cleaner other than IBM brand.

IBM does not recommend and support wet cleaning of any tape drive as this can cause problems. Wet cleaning a tape drive may invalidate the tape drive warranty.

Your responsibility to update your drive's firmware

Your tape drive has an internal program called firmware which controls how the tape drive operates. Periodically IBM releases updates to the firmware which may include fixes to problems seen under certain conditions. Before contacting IBM Support, try updating your firmware. IBM's TapeTool diagnostic will automatically check the firmware revision in your drive and can also update it automatically. You can download the latest version from IBM Fix Central at: http://www.ibm.com/support/fixcentral/

Your responsibility to configure and use backup software correctly

Be sure that your problem is not due to the backup software. You have the responsibility to make certain that the 3rd party backup software is configured and working properly.

To ensure that the problem is not with your backup software:

1. Download and run the latest IBM Tape diagnostics for your system.
2. Run a simple backup with minimum of special settings.

If these tests pass, then contact the Backup Software manufacturer for further help. If the problem is not resolved, IBM will work with both you and the Backup Software vendor to resolve the problem. In these cases, please record the problem number of your initial problem report with the Backup Software Vendor.

Summary

To obtain the best possible backup of your data, you have the responsibility to make certain that your tape drive is correctly installed in the cleanest possible environment. You need to use quality media and cleaning cartridges. You need to correctly clean the tape drive on a regular basis. You also need to store and handle your media properly.

If you have problems, check the firmware on the drive. You also need to ensure your backup software is installed and configured correctly.

If the source of tape problems are identified as the result of misuse, IBM may bill you for time and material of the service.