Notice (Revised): Tape Unload Instructions for Tapes Stuck in HP StorageWorks LTO Ultrium 215/232/448/920 Tape Drives - c00796950

DESCRIPTION

NOTE: Most cases where the tape appears to be stuck in the drive are caused by software, interface issues, or the media not the drive. Follow the steps outlined below, in order to ensure that the tape is unloaded by the easiest, least invasive method possible. Failure to follow proper troubleshooting steps can lead to unnecessary hardware replacement and prolonged downtime. It is important to follow all troubleshooting steps to ensure the true root of the problem is identified and resolved.

**Revision Table**
Version	Date	Details
Version 5	09/21/07	Made additional improvements to the process and added additional products
Version 4	06/26/07	Made further improvements to the process
Version 3	06/15/07	Improved the process steps
Version 2	06/08/07	Fine-tuned the unload procedures and added a flow chart
Version 1	11/02/06	Original document release

Instructions to unload tapes stuck in HP StorageWorks Ultrium tape drives are listed below:

IMPORTANT: If the tape is an Ultrium generation 4 cartridge in a generation 1, 2, or 3 drive, take no action. It can take up to six minutes, but the tape will be ejected. Taking action might only damage or cause the tape become stuck permanently. To prevent this issue in the future, update drive firmware to the latest revision.

Attempt a drive unload/eject operation from the backup software.
- Many backup applications will issue a Prevent Media Removal (PMR) to the drive and/or robot in an attempt to prevent human interference during a backup job. If this occurs, then the software that issued the PMR will need to be used to load and unload tapes.
Shut down backup software and, if in a Windows environment, stop removable storage services. On a standalone drive, push the eject button. On a library or autoloader, attempt an unload or move tape from drive to slot operation from the library or autoloader interface.
- Sometimes it becomes necessary to use the interface on the product instead of software to unload a tape (software can lose communication with the product or a rogue application could be preventing the software from unloading the tape).
  - In most libraries and autoloaders, the front panel will indicate an error or warning if the move/unload fails due to the software setting a PMR. If they do, then backup software or a rogue application in the environment is the likely cause of the issue.
    
    IMPORTANT: This can take several minutes in many cases. Ensure that drive activity has stopped before continuing on (waiting 10 minutes is a good rule of thumb). Libraries and autoloaders should wait until an error is generated (watch for media removal prevented-type errors)
For standalone drives run HP StorageWorks Library and Tape Tools (L&TT) Stuck Tape test. Library and autoloaders should create a L&TT support ticket if possible
- Standalone drives: run L&TT on a host connected to the product, select the drive, select the tests, and run the Stuck Tape test.
1. This test can overcome many non-physical causes of a stuck tape.
2. Follow the instructions in L&TT. This can take several minutes. Allow the test to complete on its own.
3. Check the results when the test is complete for additional information and suggestions.
  
  NOTE: While L&TT is running, it is best practice to obtain a support ticket to capture all of the logs, in case it is needed by HP support.
  - Autoloaders and libraries: Use L&TT to obtain a support ticket.
4. In the support ticket, check to see if Media removal is Allowed or Prevented. If it is prevented, then the software setting that configuration might be the reason for the tape not unloading.
  1. View the support ticket
  2. Select the Tape drive in question
  3. Select Drive Configuration
  4. Select Drive
  5. Check to see what the setting is for Media Removal

IMPORTANT: If the cartridge could be ejected prior to this step, then there is no issue with the drive or media. If the cartridge could not be ejected using the steps above, then there might be an issue with the cartridge or drive.

On a standalone drive, power-down the unit. On an autoloader or library, power-down only the drive, if possible. Disconnect the data cable. If unable to disconnect the cable, stop backup and removable storage services. After at least 15 seconds, power the unit or drive back up, and wait until the drive is idle/ready.
- On a 1/8 G2 Autoloader, a MSL2024, a MSL4048, or a MSL8096: select Support and then Power On/Off Drive.
  
  CAUTION: Use care when disconnecting data cables. Connectors can be reversed, pins bent, and so on.
  
  IMPORTANT: Powering up with a tape in the drive can take several minutes. Ensure that drive activity has stopped before attempting to eject (wait 10 minutes). Libraries and autoloaders should wait 10 minutes or until an error is generated (watch for media removal prevented-type errors).

On a standalone drive, push the eject button. On a library or autoloader, attempt an unload drive operation or move tape from drive to slot from the front panel interface.

This step attempts to overcome unload issues due the drive being in an abnormal state or from PMR being incorrectly left on from it being set by a rogue application.

If available, initiate force eject or emergency unload operation from the product interface.
- This step has the drive try everything possible to unload the tape including a few more invasive algorithms.
  - On a standalone drive: press and hold the eject button until the ready LED starts flashing (10-15 seconds).
  - On a 1/8 G2 Autoloader, a MSL2024, a MSL4048, or a MSL8096: select Support and then Force Drive to Eject Tape.
    
    NOTE: Only some autoloaders and libraries have a force eject option, consult your documentation for more information. Therefore, this step might not be possible in some Autoloaders and libraries where the eject button is not accessible.
    
    CAUTION: On drives in autoloaders or libraries, this might not be possible or it might require opening up the product to access the eject button. Please consult an authorized support technician before doing this, as it could void your warranty.
If the tape is still not unloaded, then continue on to the manual tape extraction procedure in the Details section, below.

IMPORTANT: Any tape unloaded/ejected requiring step 4 and beyond should be inspected for damage and misplaced labels since the tape in question could have caused the load/unload failure. Discard any tape found to have issues.

DETAILS

Affected Products:

DW064A -- HP Ultrium 232 Tape Drive

DW065A -- HP Ultrium 232 External Tape Drive

DW065B -- HP Ultrium 232 External Tape Drive

DW016A -- HP Ultrium 448 Internal Tape Drive

DW017B -- HP Ultrium 448 External Tape Drive

DW019A -- HP Ultrium 448 Array Module

DW028A -- HP Ultrium 448 in 1U Rack (1 drive)

DW085A -- HP StorageWorks LTO448 SAS Int Drive

DW086A -- HP StorageWorks LTO448 SAS Ext Drive

EH841A -- HP Ultrium 920 SCSI Int Tape Drive

EH842A -- HP Ultrium 920 SCSI Ext Tape Drive

EH903A -- HP Ultrium 920 SCSI 1-Drive 1U Rackmount

Q1543A -- HP Ultrium 215 Internal Tape Drive

Q1545A -- HP Ultrium 215 External Tape Drive

C7492B -- HP Ultrium 215 Array Module

C7492A -- HP Ultrium 215 (flint) Array Module

350544-B21 -- HP Ultrium 215 (1 drv) 3U Rackmount

AF202A -- HP 1/8 Ultrium 232 Tape Autoloader

AF203A -- HP 1/8 Ultrium 448 Tape Autoloader

AG116A -- HP MSL 2024 1 Ultrium 448 Drive Library

AG117A -- HP MSL 2024 2 Ultrium 448 Drive Library

AG320A -- HP MSL4048 1 Ultrium 448 Drive Library

AG321A -- HP MSL4048 2 Ultrium 448 Drive Library

AH163A -- HP 1/8 Ultrium 232 G2 Tape Autoloader

AH164A -- HP 1/8 Ultrium 448 G2 Tape Autoloader

AH165A -- HP 1/8 Ultrium 920 G2 Tape Autoloader

AH558A -- HP 1/8 G2 Ultrium 920 SAS Autoloader

AH169A -- HP MSL2024 1 Ultrium 920 Drive Tape Library

AH170A -- HP MSL2024 2 Ultrium 920 Drive Tape Library

AH559A -- HP MSL2024 Ultrium 920 SAS Tape Library

AH171A -- HP MSL4048 1 Ultrium 920 Drive Tape Library

AH172A -- HP MSL4048 2 Ultrium 920 Drive Tape Library

AH560A -- HP MSL4048 Ultrium 920 SAS Tape Library

AH561A -- HP MSL8096 2 Ultrium 920 SAS Tape Library

Manual tape removal

To successfully remove an HP Ultrium tape cartridge, the following steps must be performed to avoid damage to the tape and to return the drive to a working state. These steps should be used only after all other eject operations have failed.

The manual unload process has 3 steps:

Set mechanism for pin parking
Rewind
Eject

IMPORTANT:

Removal of shrouds or covers will usually invalidate the warranty of the tape drive. Therefore, the tape should be removed with full knowledge of HP support personnel, usually after contacting a call center and before an exchange to the unit is made.
Fully rewind the tape before trying to eject the cartridge. The Ultrium media uses a single reel cartridge, and it cannot be ejected when partway down the tape.

NOTE: The step marked in red is important and should be performed carefully to avoid damaging the media or drive.

The manual tape extraction steps are shown here in more detail.

A 6mm nut spinner should be used on the load motor to line up the tape pin parking mechanism. This should be rotated clockwise as shown until it starts to spring back.
The tape can now be wound back into the cartridge. This requires a T6 TORX driver inserted into the front reel motor and rotated as shown. This step may take some time ¹ The tape should continue to be wound until it stops and a click may be heard as the pin is parked.
Finally the load motor should be rotated counter-clockwise to eject the tape ²

Comments? HP tape engineering would like to know more about the situations that require tapes to be extracted manually. Please get in touch via stuck.tape@hp.com with details of your example so we can contact you. Thank you!

This step can take a long time depending on how much tape is on the “take-up�? reel inside the drive. The total tape length is over 600m, so if all of it has to be rewound, this requires nearly 3000 turns of the screwdriver.
With no power in the drive, there is nothing to stop the cartridge being ejected before the tape is fully rewound; however, this can damage the tape and makes the drive unusable. The drive requires a successful rewind operation to reset it for subsequent loads.

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