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OCTOBER 2006 VXA-320 TAPE DRIVE
33
GATHERING TROUBLESHOOTING INFORMATION FOR TECHNICAL SUPPORT
Check all SCSI cables connectors for bent pins and confirm that all
connectors are firmly seated.
OPERATING SYSTEM INFORMATION
Operating system. What operating system is being used? Are all current
patches installed?
Device drivers. Are the appropriate drivers installed for the SCSI host bus
adapter? Refer to the installation instructions for your SCSI host bus adapter
card.
BACKUP APPLICATION INFORMATION
Backup application name and version. What backup application is being
used?
Compatibility. Does your application support the VXA-320 (VXA-3) tape
drive? Refer to the supported hardware devices list from the application
provider.
Device driver. Is the appropriate driver installed for the tape drive? Refer to
the installation instructions for your backup application.
Backup application log files. Have the log files from your backup
application ready to send to Technical Support.
TAPE DRIVE DIAGNOSTIC INFORMATION
Write/Read test results. Use VXATool and run a Write/Read test and then
capture the diagnostic log from the tape drive and save it to a file. Have the
diagnostic log file ready to send to Technical Support. Refer to the readme
file or on-line help available with the VXATool for detailed instructions.
If the VXATool Write/Read test reports an error, clean the tape drive and run
the test again on a new tape.
Diagnostic log taken after an error. Use VXATool to capture the diagnostic
log from the tape drive immediately after your backup application reports
an error.