HP DAT Autoloaders - Troubleshooting for DAT Autoloaders

Introduction

This document provides troubleshooting steps for some of the most common issues along with links for additional information if needed. Also, a list of other useful links is listed below.

Troubleshooting issue symptoms

Autoloader LCD errors

Stuck tape/stuck magazine

Installation/configuration issue

Back-up problem

Media problem

Drive hung (communication failure)

Load/unload problem

Read/write problem

Software/application issue

Broken/wrong/missing part

Useful links

HP Library and Tape Tools (www.hp.com/support/tapetools)

Performance help (www.hp.com/support/pat)

Compatibility help (www.hp.com/go/connect)

HP DAT Autoloader Manuals

Warranty information

HP Support contact information

Autoloader LCD errors

Try in the following order:

Check if LCD error = Drive Comms Error .
Check if LCD error = Write Fail or Read Fail .
Check if LCD error = Stray Tape: Insert empty magazine .
Check if LCD error = Tape Fault: Try a new tape .
Check if LCD error = Tape Stuck: Try forced eject .
Check if LCD error = Clean me .
Check if LCD error = Clean Fail: Check cleaning tape .
Check if LCD error = Error 20 .
Check if LCD error = Error 26 .
Check if LCD error = Errors 32-45 .
Check if LCD error = Error 46 .
Check if LCD error = Errors 48-71 .
Check if LCD error = Error 73 .
Check if DAT24x6 display has errors 73, 79, 112 or 132 .
Check if LCD is displaying "Lock" .
Run Library and Tape Tools Acceptance (Assessment) test
More information on HP DAT Autoloader LCD messages and LED combinations .
Additional troubleshooting help .
Contact HP Support .

Autoloader LCD error troubleshooting details

Check if LCD error = Drive Comms Error

Action recommended	Additional information
This means the drive cannot talk to the autoloader unit, not that the drive cannot talk to its host. If you have communication issue with the drive, see hung drive troubleshooting.	See drive hung (communication failure) troubleshooting section . Click here for information on Autoloader LCD Messages .
Power cycle the autoloader.	Click here for information on DAT autoloaders front panel .
If this is an internal autoloader, check power is supplied to both connectors.	Click here to view the HP DAT Autoloader Manuals .
Run the Drive and Autoloader Tests in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for more information on Autoloader LCD Messages .
If you still have a communication issue with the drive, see hung drive troubleshooting.	See the drive hung (communication failure) troubleshooting section .

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Check if LCD error = Write Fail or Read Fail

Action recommended	Additional information
Check the failing tape number (this is displayed in the large numeral on the LCD).	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Remove the suspect faulty tape and replace it with a new/known good tape and reload the magazine.	-
Run the exerciser test in HP Library and Tape Tools (L&TT). Run the Device Analysis Test and Read/Write Test in L&TT to check the drive is now ok. If not, see read/write troubleshooting section .	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide See the read/write problem troubleshooting section .
Try running the L&TT Read/Write test on the failing tape, and if proven bad, discard.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If you have a DAT24x6 Autoloader, try running the DDS recalibration script in L&TT.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Check if LCD error = Stray Tape: Insert empty magazine

Action recommended

Additional information

Push an empty magazine into the unit. The autoloader will carry out the magazine census to determine which slots are empty.

Click here for information on DAT autoloaders front panel .

Click here for information on Autoloader LCD Messages .

It may be necessary to re-insert the magazine a couple more times to see if the drive will release the tape.

Click here for information on assignment of autoloader slots .

Try power cycling the unit and reinsert the magazine.

Click here for information on DAT autoloaders and door locks .

Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Exerciser Test to check the drive and autoloader are now ok.

Click here for information on HP Library and Tape Tools .

Click here for L&TT User Guide

Click here for the HP Library and Tape Tools Support Guide

Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

NOTE:

Check that you are not sticking poor quality paper labels to your cartridges. Labels in the wrong position or labels that are peeling off will cause tapes to jam in the drive (and also in the magazine).

Click here for information on ensuring a long life for the HP DAT product .

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Check if LCD error = Tape Fault: Try a new tape

Action recommended	Additional information
Check the failing tape number (displayed in the large numeral on the LCD).	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Press Eject to retrieve magazine and tape.	Click here for information on DAT autoloaders front panel .
Replace the suspect tape with a new one and retry the backup.	-
Use HP Library and Tape Tools (L&TT) Write/Read test to verify unit operation on a new tape.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If the tape or magazine are stuck in the drive or autoloader, see the stuck tape/stuck magazine troubleshooting section.	See the stuck tape/stuck magazine troubleshooting section .

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Check if LCD error = Tape Stuck: Try forced eject

Action recommended	Additional information
Press Eject Button and wait to see if magazine is ejected (it can take up to a minute for this to complete).	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Press and hold the Eject Button for 10 seconds (forced eject). Wait to see if magazine is ejected (it can take up to a minute for this to complete).	Click here for information on DAT autoloaders front panel .
If a tape is still stuck in the drive the LCD message will change.	Click here for information on Autoloader LCD Messages .
Check if there is a magazine loaded into the drive to allow the tape to be ejected.	Click here for information on hearing a cracking noise when the autoloader is returning a cartridge to an empty slot .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Inspect the ejected media and discard if faulty or damaged. Check for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges
If the tape or magazine are still stuck, see stuck tape/stuck magazine troubleshooting section.	See the stuck tape/stuck magazine troubleshooting section .

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Check if LCD error = Clean me

Action recommended	Additional information
Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand: Check that the cleaning tape has not expired. Inspect the cleaning tape and discard if faulty or damaged (check for incorrect label placement, damage, usage in incorrect environment, snapped/damaged tape).	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
After a cleaning tape has done the clean, it is automatically ejected from the drive and returned to the magazine. The LCD message line should read Mag Loaded and the amber warning LED should have stopped flashing.	Click here for information on assignment of autoloader slots . Click here for information on the autoloader returning a cartridge to a different magazine slot . Click here for information DDS media care .
Press Eject button to retrieve the magazine and cleaning cartridge. The LCD message line should then read Insert Mag . Any other LCD error messages should be treated appropriately.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LCD continues to report Clean Me after the clean cycle the unit should be power cycled to clear the message.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
A Clean Me message can only occur as a result of the unit doing a WRITE or READ of data to/from the tape and encountering difficulties.	Click here for information on ensuring a long life for the HP DAT product .
Is there now a READ FAIL or WRITE FAIL message?	See the read/write problem troubleshooting section .
If a failing tape number is now displayed in large numerals on the LCD, remove the failing tape and replace with new / known good tape.	-
If you have been experiencing problems with your drive (read / write problems, performance problems, etc) or you have not cleaned your drive for a while, then repeat the clean five times in total.	-
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive & autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .

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Check if LCD error = Clean Fail: Check cleaning tape

Action recommended

Additional information

NOTE:

The front panel on HP DAT autoloaders has three LED's. The bottom one is an amber colored one, but it does not just indicate drive cleaning. It will flash for ALL autoloader fault conditions (which are described in the LCD message line). Customers expecting to clear this flashing LED by carrying out a cleaning cycle may find that the LED continues to flash indicating another fault. If this occurs, please return to the top of this document and follow the appropriate troubleshooting path.

Click here for information on DAT autoloaders front panel .

Click here for information on Autoloader LCD Messages .

Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand:

Check that the cleaning tape has not expired.
Inspect the cleaning tape and discard if faulty or damaged (check for incorrect label placement, damage, usage in incorrect environment, snapped/damaged tape).

Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen .

Click here for information on visually inspecting HP DDS media .

Click here for information on DDS media label placement .

Click here for information DDS media care .

Click here for information on ensuring a long life for the HP DAT product .

Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.

Introduce a regular clean into your backup strategy.

Click here for information on ensuring a long life for the HP DAT product .

Back to Start of Section

Check if LCD error = Error 20

Action recommended	Additional information
This is a failure of the magazine to eject correctly. Press the Eject button again.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the magazine is not protruding from the autoloader, you may be able to reach it and gently pull it out through the door.	-
If the magazine can be ejected, clean the magazine and the slots. Ensure that you are not placing adhesive paper labels on the top or bottom surfaces of the magazine. Check if any labels on the side of the magazine are peeling away.	-
Inspect all tapes and discard if faulty or damaged. Check for: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If the clean tape is stuck see the stuck tape/stuck magazine troubleshooting section.	See stuck tape/stuck magazine troubleshooting section .

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Check if LCD error = Error 26

Action recommended

Additional information

Check if the autoloader has been moved with the magazine inside (the tapes may have become loose or the carousel may have moved.

The tapes are held in the magazine by plastic fingers. If the autoloader is moved with a magazine inside, the tapes can slip out of the magazine. If the tapes have only moved slightly, sometimes the situation can be recovered by running the al46_recovery script in HP Library and Tape Tools (L&TT). Choose Utilities then Run Script from the application menu. This script will move the carousel back to a stable condition so that the autoloader can be used again.

If the tapes have moved a long way out of the magazine, the rotation of the magazine may be totally jammed. Please contact HP Support for further help.

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Check if LCD error = Errors 32-45

Action recommended	Additional information
Check if there is anything touching the carousel in the top of the unit preventing its rotation. For instance, is there another unit (or a heavy object) above the autoloader?	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Check if a magazine has been inserted with one or more tapes not pushed fully into the magazine slots.	-
Check if the autoloader has been moved with the magazine inside (the tapes may have become loose). The tapes are held in the magazine by plastic fingers. If the autoloader is moved with a magazine inside, the tapes can slip out of the magazine. If the tapes have only moved slightly, sometimes the situation can be recovered by running the al46_recovery script in HP Library and Tape Tools (L&TT). If the tapes have moved a long way out of the magazine, the rotation of the magazine may be totally jammed. Please contact HP Support for further help.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on calling HP and other ways to contact HP for technical support.
Inspect tapes and magazine and discard if faulty or damaged. Check for: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
If this error keeps re-occurring, follow the stray tape recovery troubleshooting.	See the LCD error = Stray Tape: Insert empty magazine section .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Further information on LCD errors 35-46.	Click here for information on LCD error messages 32 to 46 .

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Check if LCD error = Error 46

Action recommended	Additional information
Error 46 is caused by an autoloader being power cycled with the magazine inside. Before switching off an autoloader always eject the magazine first. This should also be done when the unit is going to be moved. Moving the unit with the magazine inside can cause the tapes to come loose, rendering the unit unusable.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If the tape or magazine is stuck in the unit, see stuck tape/stuck magazine troubleshooting.	See the stuck tape/stuck magazine troubleshooting section .
Contact HP Support if further help is needed to retrieve a tape.	Click here for information on calling HP and other ways to contact HP for technical support.

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Check if LCD error = Errors 48-71

Action recommended	Additional information
If this is an internal autoloader, check you have fitted the autoloader using the correct length screws (should be fitted with 4mm screws).	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Check that the neither of the two mounting tabs are bent, if they are, straighten them.	-
Check if the autoloader has been moved with the magazine inside (the tapes may have become loose or the carousel may have moved). The tapes are held in the magazine by plastic fingers. If the autoloader is moved with a magazine inside, the tapes can slip out of the magazine. If the tapes have only moved slightly, sometimes the situation can be recovered by running the al46_recovery script in HP Library and Tape Tools (L&TT). Choose Utilities then Run Script from the application menu. This script will move the carousel back to a stable condition so that the autoloader can be used again. If the tapes have moved a long way out of the magazine, the rotation of the magazine may be totally jammed. Please contact HP Support for further help.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on calling HP and other ways to contact HP for technical support.
See further information on error messages "Error 56" & "Error 57."	Click here for information on LCD error messages 56 or 57 .

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Check if LCD error = Error 73

Action recommended	Additional information
This failure is mainly caused by dirt or dust getting inside the magazine. Check if the magazine or tapes are dirty/dusty and ensure that the autoloader and tapes are bring used an an appropriate (clean and temperature controlled) environment.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages . Click here for information DDS media care .
Check if the magazine is worn.	Click here for information on LCD errors 73, 79, 112, or 32 on a DAT24x6 . Click here for information on LCD error message 73 .
In a backup strategy that uses only one magazine, replace the magazine at least once a year.	Click here for information on ensuring a long life for the HP DAT product .
See further information on LCD "Error 73."	Click here for information on LCD errors 73, 79, 112, or 32 on a DAT24x6 . Click here for information on LCD error message 73 .

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Check if DAT24x6 display has errors 73, 79, 112 or 132

Action recommended	Additional information
Tapes sticking inside the magazine may cause this. Check for labels peeling off tapes and clean the inside of the magazine slot. If this does not work, changing the magazine may fix the problem. Contact your regional HP Call Center for a replacement.	Click here for information on LCD errors 73, 79, 112, or 32 on a DAT24x6 . Click here for information on calling HP and other ways to contact HP for technical support.

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Check if LCD displaying "Lock"

Action recommended	Additional information
Some backup software has a security feature that will lock autoloaders. This prevents anyone from ejecting the magazines and removing tapes. Click the link opposite for recovery instructions.	Click here for information on "Lock" being displayed on LCD .

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Run Acceptance (Assessment) test in Library and Tape Tools

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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More information on HP DAT Autoloader LCD messages and LED combinations

Action recommended	Additional information
More information on autoloader LCD messages and LED combinations.	Click here for information on Autoloader LCD Messages .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Stuck tape issue

Try in the following order:

Manually press the Eject button .
Perform a Forced Eject .
Power cycle the autoloader .
Check autoloader door lock .
Disconnect drive from SCSI bus, then reconnect .
Check for conflicts in backup software services .
Check SCSI/HBA/Driver configuration of the drive .
Check the software has not sent a prevent media removal command .
Run Library and Tape Tools device analysis test .
Run Library and Tape Tools Acceptance (Assessment) test
Upgrade to the latest firmware .
Check autoloader LCD & LED's .
Additional troubleshooting help .
HP Support contact details .

Stuck tape troubleshooting details

Manually press the Eject button

Action recommended	Additional information
Press the Eject button.	Click here for information on the media being jammed and unable to eject .
Allow one minute for the tape to eject.	Click here for information on the media being jammed and unable to eject .
Inspect your Media and SCSI cables, and discard if faulty or damaged. Check for the following: Incorrect label placement. Damage. Usage in incorrect environment. Snapped/damaged tape.	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges

Back to Start of Section

Perform a Forced Eject

Action recommended	Additional information
Press Eject button and wait to see if magazine is ejected (it can take up to a minute for this to complete).	Click here for information on the media being jammed and unable to eject . Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Press and hold the Eject button for 10 seconds (forced eject). Wait to see if magazine is ejected (it can take up to a minute for this to complete).	Click here for information on the media being jammed and unable to eject . Click here for information on DAT autoloaders front panel .
If a tape is still stuck in the drive the LCD message will change.	Click here for information on Autoloader LCD Messages .
Check if there is a magazine loaded into the drive to allow the tape to be ejected.	Click here for information on hearing a cracking noise when the autoloader is returning a cartridge to an empty slot .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Inspect your Media and SCSI cables, and discard if faulty or damaged. Check for the following: Incorrect label placement. Damage. Usage in incorrect environment. Snapped/damaged tape.	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .

Back to Start of Section

Power cycle the autoloader

Action recommended	Additional information
Power cycle the autoloader.	Click here for information on DAT autoloaders front panel .
Power cycle the server to re-scan the SCSI bus.	-
Allow up to five minutes for the drive to become ready again.	-

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Check autoloader door lock

Action recommended

Additional information

If after changing tapes in the magazine and trying to insert it back into the autoloader the door locks, try turning the autoloader drive power OFF then ON again.

REASON : The software has a lock on the drive. The software will release the lock for the magazine to be removed, but then sends another lock message. When the drive is powered off/on, it resets the hardware that unlocks the drive until the software has a chance to resubmit the lock request

Click here for information on DAT autoloaders and door locks .

Click here for information on "Lock" being displayed on LCD .

Click here for information on DAT autoloaders front panel .

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Disconnect drive from SCSI bus, then reconnect

Action recommended	Additional information
If possible disconnect the drive from the SCSI bus, then reconnect again (the drive may be being held by the server).	-

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Check for conflicts in backup software services

Action recommended	Additional information
RSM (removable storage manager) should be disabled for ISV software. RSM (removable storage manager) should be enabled for native backup applet. Removable storage manager can be found in Computer Management/Services in Windows 2000 and must only be used if the native backup applet is being used. To check if in use please check Services and see if it is started.	Click here for information on resolving issues caused by RSM (Removable Storage Manager) .

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Check SCSI/HBA/Driver configuration of the drive

Action recommended	Additional information
Ensure the power and SCSI cables are correct, properly connected and undamaged.	Click here for information on recommended SCSI HBA adapters for tape products . Click here for information on SCSI cables and termination .
Ensure that the SCSI bus is correctly terminated.	Click here for information on SCSI cables and termination .
Ensure that the tape drive SCSI ID is correct and unique on the bus.	Click here for information on SCSI cables and termination .
Ensure that the application being used supports the tape drive.	Click here to visit www.hp.com/go/connect .
Ensure that the correct driver is loaded.	Click here for information on drivers and operating systems . Click here to visit www.hp.com/go/connect .
Ensure that there are no HBA problems (check the system event log for HBA errors).	Click here for information on recommended SCSI HBA adapters for tape products .
Ensure that the host, HBA, application, driver and drive are all compatible.	Click here to visit www.hp.com/go/connect .
Ensure there are no tape driver problems (check the system event log for tape driver errors).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If easy, isolate the drive so that it is the only one on the bus.	Click here for information on SCSI cables and termination .
Inspect your Media and SCSI cables, and discard if faulty or damaged. Check for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .

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Run Acceptance (Assessment) test in Library and Tape Tools

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Check the software has not sent a prevent media removal command

Action recommended	Additional information
Check that the software has not sent the tape drive a prevent media removal command to prevent an accidental eject. Check with the backup application software vendor on how to change this option and send the drive an enable media removal command to restore control to the eject switch. Alternatively, a SCSI reset will have the same effect.	Click here for information on the media being jammed and unable to eject .

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Run Library and Tape Tools device analysis test

Action recommended	Additional information
Run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Run Acceptance (Assessment) test in Library and Tape Tools

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Upgrade to the latest firmware

Action recommended	Additional information
Run HP Library and Tape Tools (L&TT) and upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check autoloader LCD and LED's

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See the LEDs issue troubleshooting section .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

Back to Start of Section

HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

Back to Start of Section

Installation/configuration issue

Try in the following order:

Check tape drive and server compatibility .
Check server hardware compatibility .
Check host operating system (O/S) compatibility with server .
Check backup software to device compatibility .
Check driver is correct/loaded .
Check connectivity with Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Check for Operating System or application issues .
Additional troubleshooting help .
HP Support contact details .

Installation/configuration troubleshooting details

Check tape drive and server compatibility

Action recommended	Additional information
Check the tape drive/server combination is supported.	Click here to visit www.hp.com/go/connect .
Check if an additional SCSI controller card, power supply or fan module are required.	Click here to visit www.hp.com/go/connect .

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Check server hardware compatibility

Action recommended	Additional information
Check if the hardware installed in the Server (like PCI cards etc) is compatible with that Server.	Click here to visit www.hp.com/go/connect . Click here for information on hardware compatibility with servers .

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Check host operating system (O/S) compatibility with server

Action recommended	Additional information
Check that you have a supported configuration and that the operating system is supported on your server.	Click here for operating system compatibility for pre-merger HP Servers . Click here for operating system compatibility for pre-merger Compaq Servers .

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Check backup software to device compatibility

Action recommended	Additional information
Check if the backup software is compatible with the tape drive.	Click here for information on HP tape backup products compatibility .

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Check driver is correct/loaded

Action recommended	Additional information
Check driver is correct and installed.	Click here for information on drivers and operating systems .

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Check connectivity with Library and Tape Tools

Action recommended	Additional information
Check connectivity with HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Run Acceptance (Assessment) test in Library and Tape Tools

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Check for Operating System or application issues

Action recommended	Additional information
Check for any other O/S or application issues.	See the Software/Application Issue troubleshooting section .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Back-up issue

Try in the following order:

Check attention LED/LCD message .
Run Device Analysis Test in Library and Tape Tools .
Run Read/Write Test in Library and Tape Tools .
Run Media Validation Test in Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Upgrade to latest firmware .
Check back-up logs .
Check you are using a supported configuration and correct media .
Check if verify has failed .
Check if the scheduled back-up has failed .
Check for media/magazine damage .
Check that the drive has been cleaned .
Check for back-up software issues .
Check you can format a tape .
Check IRQ assigning .
Additional troubleshooting help .
HP Support contact details .

Back-up troubleshooting details

Check attention LED / LCD message

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See LEDs issue troubleshooting section .

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Run Device Analysis Test in Library and Tape Tools

Action recommended	Additional information
Run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Run Read/Write Test in Library and Tape Tools

Action recommended	Additional information
Run the Read / Write test in HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Check drive performance using PAT tools.	Click here for information on performance troubleshooting and using performance assessment tools .

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Run Media Validation Test in Library and Tape Tools

Action recommended	Additional information
Run the Media Validation Test in HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Run Acceptance (Assessment) test in Library and Tape Tools

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Upgrade to latest firmware

Action recommended	Additional information
Upgrade to latest firmware using HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check back-up logs

Action recommended	Additional information
Check back-up logs.	-

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Check you are using a supported configuration and correct media

Action recommended	Additional information
Check you are using a supported configuration.	Click here to visit www.hp.com/go/connect . Click here for information on HP DAT accessories and part numbers . Click here for a matrix that cross references a drive's product name, format, and part number .
Check you are using correct media.	Click here for a DDS media compatibility matrix .

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Check if verify has failed

Action recommended	Additional information
Check if verify has failed.	Check with your ISV vendor for more information
Check if you have open file module installed on your backup software.	Check with your ISV vendor for more information

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Check if the scheduled back-up has failed

Action recommended	Additional information
If your scheduled backup has failed, check that the files to be backed up are actually present on the target directory and available to be backed-up.	-

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Check for media/magazine damage

Action recommended

Additional information

Inspect your media/magazine and discard if faulty or damaged. Check for the following:

Incorrect label placement
Damage
Usage in incorrect environment
Snapped/damaged tape

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Check that the drive has been cleaned

Action recommended	Additional information
Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand, check that the cleaning tape has not expired.	Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
After a cleaning tape has done the clean, it is automatically ejected from the drive and returned to the magazine. The LCD message line should read MAG LOADED and the amber warning LED should have stopped flashing.	Click here for information on assignment of autoloader slots . Click here for information on the autoloader returning a cartridge to a different magazine slot . Click here for information DDS media care .
Press Eject button to retrieve the magazine and cleaning cartridge. The LCD message line should then read INSERT MAG . Any other LCD error messages should be treated appropriately.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LCD continues to report CLEAN ME after the clean cycle the unit should be power cycled to clear the message.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
A CLEAN ME message can only occur as a result of the unit doing a WRITE or READ of data to/from the tape and encountering difficulties. If a CLEAN ME reappears during the next backup or when running the L&TT Write/Read test script, then carry out several cleaning cycles to attempt to clear the debris from the drive drum and heads.	Click here for information on ensuring a long life for the HP DAT product .
Is there now a READ FAIL or WRITE FAIL message?	See the Read/write problem troubleshooting section .
If a failing tape number is now displayed in large numerals on the LCD, remove the failing tape and replace with new/known good tape.	-
If you have been experiencing problems with your drive (read/write problems, performance problems, etc) or you have not cleaned your drive for a while, then repeat the clean five times in total .	-
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .

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Check for back-up software issues

Action recommended	Additional information
Check whether the backup scheduler is going off unexpectedly.	Click here for information on the tape backup scheduler going off unexpectedly .
Check for other common issues with Tapeware 6.0(XE).	Click here for information on common issues with TapeWare 6.0(XE) backup software .
Check that virus scanning software is not scheduled to run at the same time as the back-up.	-
Check your network resources (bandwidth, run HP PAT test).	Click here for information on performance troubleshooting and using performance assessment tools .

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Check you can format a tape

Action recommended	Additional information
Try and format a tape.	-

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Check IRQ assigning

Action recommended

Additional information

Check for symptoms like:

ID9 and ID11 errors in the system event logs of servers.
Driver errors and timeouts listed in the system event log.
Possible IO errors in ISV logs.

This happens when two devices which are unlike are assigned the same IRQ.

Both PM HP and PM Compaq Servers can end up with incorrect IRQ routing due to automatic IRQ routing in their BIOS. This can cause issues with both drivers and performance.

To correct this problem you will need to manually assign the IRQ' s via the system BIOS taking into account any shared slots with onboard-embedded devices, etc.

Always assign IRQ' s at a hardware level in the system BIOS and not in the Operating System.

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Media issue

Try in the following order:

Check correct media is being used .
Check attention LED / LCD message .
Test media using Media Validation Test in Library and Tape Tools .
Check for media/magazine damage .
Check if the drive is cleaned regularly .
Check if Clean LED is flashing .
Check if you are using more than two tapes a day .
Run Library and Tape Tools and upgrade to latest firmware .
Run Library and Tape Tools Acceptance (Assessment) test
Media care and cleaning information .
Additional troubleshooting help .
HP Support contact details .

Media troubleshooting details

Check correct media is being used

Action recommended	Additional information
Check correct media is being used.	Click here for a DDS media compatibility matrix .

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Check attention LED/LCD message

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See the LEDs issue troubleshooting section .

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Test media using Media Validation Test in Library and Tape Tools

Action recommended	Additional information
Test media in L&TT using Media Validation Test from Tests drop down list.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Check for media/magazine damage

Action recommended	Additional information
Inspect your media/magazine and discard if faulty or damaged. Check for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .

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Check if the drive is cleaned regularly

Action recommended	Additional information
Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand, check that the cleaning tape has not expired.	Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
After a cleaning tape has done the clean, it is automatically ejected from the drive and returned to the magazine. The LCD message line should read MAG LOADED and the amber warning LED should have stopped flashing.	Click here for information on assignment of autoloader slots . Click here for information on the autoloader returning a cartridge to a different magazine slot . Click here for information DDS media care .
Press Eject button to retrieve the magazine and cleaning cartridge. The LCD message line should then read INSERT MAG . Any other LCD error messages should be treated appropriately.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LCD continues to report CLEAN ME after the clean cycle the unit should be power cycled to clear the message.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
A CLEAN ME message can only occur as a result of the unit doing a WRITE or READ of data to/from the tape and encountering difficulties. If a CLEAN ME reappears during the next backup or when running the L&TT Write/Read test script, then carry out several cleaning cycles to attempt to clear the debris from the drive drum and heads.	Click here for information on ensuring a long life for the HP DAT product .
Is there now a READ FAIL or WRITE FAIL message?	See the Read/write problem troubleshooting section .
If a failing tape number is now displayed in large numerals on the LCD, remove the failing tape and replace with new/known good tape.	-
If you have been experiencing problems with your drive (read/write problems, performance problems, etc) or you have not cleaned your drive for a while, then repeat the clean five times in total .	-
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .

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Check if Clean LED is flashing

Action recommended	Additional information
Insert a cleaning cartridge into the drive and wait for the clean to take place.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
Repeat the clean five times in total.	-
Check for expiry of cleaning tape.	-
Check the environmental conditions of the drive and media storage.	Click here for information on ensuring a long life for the HP DAT product .
Replace the data tape with a new tape, it may be worn or at end of life.	Click here for information DDS media care .
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .
Run Device Analysis Test from Test drop down menu in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check if you are using more than two tapes a day

Action recommended	Additional information
Check if you are using more than two tapes a day. For most stand alone drives, the duty cycle is 12 percent. This equates to three hours of tape pulling per day, or about 1.5 full tapes of data. For autoloaders, the duty cycle is 18 percent (around four hours of tape pulling per day) or two full tapes. Exceeding the recommended duty cycle will adversely affect the life expectancy of the drive.	Click here for information on ensuring a long life for the HP DAT product .

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Run Library and Tape Tools and upgrade to latest firmware

Action recommended	Additional information
Run Device Analysis Test from Test drop down menu in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Media care and cleaning information

Action recommended

Additional information

More information on DDS media.

Click here for a DDS media compatibility matrix .

Click here for information DDS media care .

Click here for information on ensuring a long life for the HP DAT product .

Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen .

Click here for information on visually inspecting HP DDS media .

Click here for information on DDS media label placement .

Click here for information on the Defective Media Exchange process for Travan, DDS, MO, CDR/RW media (Warranty Process) .

Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

Back to Start of Section

Hung drive issue

Try in the following order:

Run Library and Tape Tools to check connectivity .
Power cycle the drive .
Disconnect then reconnect SCSI .
Check SCSI/HBA/Driver configuration of the drive .
Check attention LED/LCD message .
Swap drive to a known good system and test using Library and Tape Tools .
Check if using Novell .
Inspect power and SCSI cables, discard if faulty or damaged .
Re-run Library and Tape Tools to check connectivity and upgrade to latest firmware .
Run Library and Tape Tools Acceptance (Assessment) test
Additional troubleshooting help .
HP Support contact details .

Hung drive troubleshooting details

Run Library and Tape Tools to check connectivity

Action recommended	Additional information
Run HP Library and Tape Tools (L&TT) to check connectivity to the drive.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If drive can be seen, upgrade to latest firmware.	Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Power cycle the drive

Action recommended	Additional information
Power cycle the drive.	-
Power cycle the server to re-scan the SCSI bus.	-
Allow up to five minutes for the drive to become ready again.	-
Run HP Library and Tape Tools (L&TT) to re-check connectivity to the drive.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If drive can be seen, upgrade to latest firmware.	Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Disconnect then reconnect SCSI

Action recommended	Additional information
If possible, disconnect then reconnect SCSI.	-
Run HP Library and Tape Tools (L&TT) to re-check connectivity to the drive.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If drive can be seen, upgrade to latest firmware.	Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check SCSI/HBA/Driver configuration of the drive

Action recommended	Additional information
Ensure the power and SCSI cables are correct, properly connected and undamaged.	Click here for information on recommended SCSI HBA adapters for tape products . Click here for information on SCSI cables and termination .
Ensure that the SCSI bus is correctly terminated.	Click here for information on SCSI cables and termination .
Ensure that the tape drive SCSI ID is correct and unique on the bus.	Click here for information on SCSI cables and termination .
Ensure that the application being used supports the tape drive.	Click here to visit www.hp.com/go/connect .
Ensure that the correct driver is loaded.	Click here for information on drivers and operating systems . Click here to visit www.hp.com/go/connect .
Ensure that there are no HBA problems (check the system event log for HBA errors).	Click here for information on recommended SCSI HBA adapters for tape products .
Ensure that the host, HBA, application, driver and drive are all compatible.	Click here for information on recommended SCSI HBA adapters for tape products . Click here to visit www.hp.com/go/connect .
Ensure there are no tape driver problems (check the system event log for tape driver errors).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If easy, isolate the drive so that it is the only one on the bus.	Click here for information on SCSI cables and termination .
Inspect media and SCSI cables, and discard if faulty or damaged. Check media for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges

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Check attention LED / LCD message

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See LEDs issue troubleshooting section .

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Swap drive to a known good system and test using Library and Tape Tools

Action recommended	Additional information
Swap the drive to a known good/working system, then test communications to the drive using Library and Tape Tools.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Check if using Novell

Action recommended	Additional information
See the link under additional information if using Novell.	Click here for information on DAT autoloader not being detect under Novell .

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Inspect power and SCSI cables, and discard if faulty or damaged

Action recommended

Additional information

Inspect media, power and SCSI cables, and discard if faulty or damaged.

Click here for information on recommended SCSI HBA adapters for tape products .

Click here for information on SCSI cables and termination .

Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen .

Click here for information on visually inspecting HP DDS media .

Click here for information on ensuring a long life for the HP DAT product .

Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges

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Re-run Library and Tape Tools to check connectivity and upgrade to latest firmware

Action recommended	Additional information
Re-run HP Library and Tape Tools (L&TT) to re-check connectivity to the drive.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If drive can be seen, upgrade to latest firmware.	Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

Back to Start of Section

HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

Back to Start of Section

Load/unload issue

Try in the following order:

Check that media can be loaded into the drive .
Check if have tape movement problems .
Check if tape is stuck (see stuck tape / stuck magazine troubleshooting section) .
Check attention LED / LCD message .
Run Library and Tape Tools Device Analysis Test .
Run Library and Tape Tools Acceptance (Assessment) test
Additional troubleshooting help .
HP Support contact details .

Load/unload troubleshooting details

Check that media can be loaded into the drive

Action recommended	Additional information
Try loading a tape into the tape drive. If you have problems getting the tape to load, try the steps listed below.	-
Check the correct media is being used.	Click here for a DDS media compatibility matrix . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges
Check the cartridge is being loaded in the correct orientation.	-
Inspect media and SCSI cables, and discard if faulty or damaged. Check media for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges
Run Device Analysis Test from Test drop down menu in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

Back to Start of Section

Check if have tape movement problems

Action recommended	Additional information
See the Tape Movement section of document listed under additional information.	Click here for information on troubleshooting common problems .

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Check attention LED/LCD message

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See LEDs issue troubleshooting section .

Back to Start of Section

Run L&TT Device Analysis Test

Action recommended	Additional information
Re-run HP Library and Tape Tools (L&TT) Device Analysis Test. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If possible, upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

Back to Start of Section

Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

Back to Start of Section

Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

Back to Start of Section

HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

Back to Start of Section

Read/write issue

Try in the following order:

Check attention LED / LCD message .
Run Device Analysis Test in Library and Tape Tools .
Run Read/Write test in Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Test media using Media Validation Test in Library and Tape Tools .
Check the drive has been cleaned .
Upgrade to latest firmware .
Additional troubleshooting help .
HP Support contact details .

Read / write troubleshooting details

Check attention LED/LCD message

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See LEDs issue troubleshooting section .

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Run Device Analysis Test in Library and Tape Tools

Action recommended	Additional information
Run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If possible, upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Read/Write test in Library and Tape Tools

Action recommended	Additional information
Run the Read/Write test in HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If possible, upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Test media using Media Validation Test in Library and Tape Tools

Action recommended	Additional information
Run the Media Validation Test in HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
If possible, upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check the drive has been cleaned

Action recommended	Additional information
Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand, check that the cleaning tape has not expired.	Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
After a cleaning tape has done the clean, it is automatically ejected from the drive and returned to the magazine. The LCD message line should read MAG LOADED and the amber warning LED should have stopped flashing.	Click here for information on assignment of autoloader slots . Click here for information on the autoloader returning a cartridge to a different magazine slot . Click here for information DDS media care .
Press Eject button to retrieve the magazine and cleaning cartridge. The LCD message line should then read INSERT MAG . Any other LCD error messages should be treated appropriately.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LCD continues to report CLEAN ME after the clean cycle the unit should be power cycled to clear the message.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
A CLEAN ME message can only occur as a result of the unit doing a WRITE or READ of data to/from the tape and encountering difficulties. If a CLEAN ME reappears during the next backup or when running the L&TT Write/Read test script, then carry out several cleaning cycles to attempt to clear the debris from the drive drum and heads.	Click here for information on ensuring a long life for the HP DAT product .
Is there now a READ FAIL or WRITE FAIL message?	See the Read/write problem troubleshooting section .
If a failing tape number is now displayed in large numerals on the LCD, remove the failing tape and replace with new/known good tape.	-
If you have been experiencing problems with your drive (read/write problems, performance problems, etc) or you have not cleaned your drive for a while, then repeat the clean five times in total .	-
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Inspect your media/magazine and discard if faulty or damaged. Check for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
Check the environmental conditions of the drive and media storage.	Click here for information on ensuring a long life for the HP DAT product .
Replace the data tape with a new tape, it may be worn or at end of life.	Click here for information DDS media care .
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .

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Upgrade to latest firmware

Action recommended	Additional information
Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Software/application issue

Try in the following order:

Run Library and Tape Tools Device Analysis test .
Check driver is correct and installed .
If Windows NT4 - check driver location in the operating system .
If Windows NT4 - check SCSI connectivity .
If Windows NT4 - check tape device detected by operating system .
If Windows NT4 - check if native driver is loaded .
If Windows 2000 - check driver location in the operating system .
If Windows 2000 - check if there is a plug and play issue .
If Windows 2000 - check for driver issues .
If Windows 2000 - check removable storage manager .
Check system event logs .
Decode driver errors .
Check application event logs .
Check if you have a Netware operating system issue .
Check if you have a Tapeware software issue .
Tapeware will not run
Read/write error within Tapeware
Cannot write to tape within TapeWare
Scheduled backup problems
Backup failures
Restore issues
Performance issues with TapeWare
OBDR/DR Issues
Check if you have a Colorado Backup issue .
Check if you have an Arcserve issue .
Additional troubleshooting help .
HP Support contact details .

Software / application troubleshooting details

Run Device Analysis test in Library and Tape Tools

Action recommended	Additional information
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools .
If possible, upgrade to latest firmware.	Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check driver is correct and installed

Action recommended	Additional information
Check driver is correct and installed.	Click here for information on drivers and operating systems .

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If NT4 - check driver location in the operating system

Action recommended	Additional information
Check operating system drivers in the winnt/system32/drivers directory.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .
Compare driver properties like version and file size with the correct downloaded version from the hp.com Web site.	Click here for information on drivers and operating systems .

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If NT4 - check SCSI connectivity

Action recommended	Additional information
Check Control Panel , then SCSI Adapters .	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .
Select the correct SCSI adapter and check that the tape device can be seen.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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If NT4 - check tape device detected by operating system

Action recommended	Additional information
Check the tape devices icon in the Control Panel, to display the tape drive model or type. (Select detect to rescan the bus for attached tape devices).	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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If NT4 - check if native driver is loaded

Action recommended

Additional information

Check the Drivers tab to see if a native driver is listed. If a driver is loaded here then be aware that this will not suffice for ISV backup software such as ARCserve and Backup Exec. Check the properties of the driver to confirm.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

Check Control Panel , Devices to check if a device driver is loaded.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

NOTE:

Third party ISV backup software loads its own device drivers and does not appear in the Drivers icon (check Control Panel under Tape Devices and select Drivers .)

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

NOTE:

If both the native and ISV driver are loaded then you may get driver timeout errors as both will be trying to access the tape drive simultaneously.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

Remove native drivers and run the hardware configuration wizard where applicable on the ISV software in order to install and use the correct driver.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

If Microsoft service pack installed you will need to reload the correct drivers as Microsoft service packs can overwrite HP drivers.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

For Proliant Servers re-run Softpaq on the Server obtainable from the hp.com Web site.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

Click here to visit www.hp.com/support/dat .

Check system event logs for indication of driver errors/timeouts, etc.

Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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If Windows 2000 - check driver location in the operating system

Action recommended	Additional information
Operating system drivers can be found in the winnt/system32/drivers directory.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .
Compare driver properties like version and file size with the correct downloaded version from the hp.com Web site.	Click here to visit www.hp.com/support/dat .

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If Windows 20000 - check if there is a plug and play issue

Action recommended	Additional information
Windows 2000 is plug and play so be aware of its related issues.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .
Check if the drive is detected and check the driver properties in Device Manager , Computer Management , Administrative Tools , then select Tape Devices . If a native driver is loaded then under driver details it will state either Microsoft or some other version of a HP driver, which will allow native backup applet support.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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If Windows 2000 - check for driver issues

Action recommended	Additional information
If you are using Windows 2000 - check for driver issues.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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If Windows 2000 - check removable storage manager (RSM)

Action recommended	Additional information
Removable storage manager (which can be found in Services ) comes enabled in windows by default. It should however be set to Disabled unless you are using native backup in Windows 2000.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems . Click here for information on resolving issues caused by RSM (Removable Storage Manager) .
RSM can cause problems in backup including compression issues.	Click here for information on resolving issues caused by RSM (Removable Storage Manager) .
If an issue with RSM is suspected then a reboot will be necessary after setting it to Disable .	Click here for information on resolving issues caused by RSM (Removable Storage Manager) .
RSM can cause other issues related to backup devices so be aware that it resides in Services and will need to be disabled.	Click here for information on resolving issues caused by RSM (Removable Storage Manager) .

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Check system event logs

Action recommended	Additional information
Check the system event logs.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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Decode driver errors

Action recommended	Additional information
Error messages generated by the adpu160m.sys driver can be viewed by opening the Windows NT Event Viewer error logs.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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Check application event logs

Action recommended	Additional information
Check the Application Event Log and expand it further by double-clicking on the event. If, for example, your license is not correct for your backup application then the backup application will not work.	Click here for information on tape drive detection and other considerations in Windows NT4 and 2000 operating systems .

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Check if you have a Netware Operating System issue

Action recommended	Additional information
Check how to use an Autoloader with NetWare 5.0.	Click here for information on how to use an autoloader with NetWare 5.0 .
Netware server abends when using a HP DAT Tape Drive and ArcServe on a Pentium Server.	Click here for information on NetWare server abends when using a HP DAT tape drive and ArcServe on a Pentium server .
Receiving SCSI bus timeout errors with DAT and Netware 5.x.	Click here for information on receiving SCSI bus timeout errors with DAT and NetWare 5.x.

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Check if you have a Tapeware Software issue

Action recommended	Additional information
Check compatibility with Tapeware.	Click here to visit http://www.hp.com/go/connect
Run L&TT and check connectivity	Click here for information on HP Library and Tape Tools. Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Disable 'RSM' (Removable Storage Manager) and reboot Server	Click here for information on RSM (Removable Storage Manager).
Disable Microsoft driver in 'Device manager.'	Click here for information on solving windows detection issues.
Delete all old devices from TapeWare database	Stop and start the TapeWare service. Check device…a device should be found
'Yellow exclamation' marks on device within device list or TapeWare database	Offline device or incorrect driver loaded. Put device online and load correct device driver
Device driver fail to load	Select 'Messages' from the 'Tools' menu for failures (restart TapeWare to clear error)

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Tapeware will not run

Action recommended	Additional information
Licensing issue	Check application log or backup log for licensing event logged.
Windows 2000 Service Pack issues	Must be at least 'service pack two' or greater to work correctly
Not enough space left on main volume (C:)	Free space should have around 1GB available
Error 333 unexpected bus free error. Device not ready	Check MS native driver loaded, check device is physically disconnected. Also check that the RSM (Removable Storage Manager) is disabled. Click here for information on RSM (Removable Storage Manager).
Format media and retry operation	-
Verify the service pack level being used with Tapeware is current	Click Help then About TapeWare - This provides information on the service pack. Compare to current service pack informationon TapeWare.com web site.

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Read/write error within Tapeware

Action recommended	Additional information
Try a new tape	-
Make sure a TapeWare driver is loaded	Click here for information on solving windows detection issues.
Run L&TT media validation test	Click here for information on HP Library and Tape Tools. Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Format the tape	Click the Device tab, right-click the tape drive then click Format . Once formatted, go to the media tab and delete the media you just formatted (this will ensure that this media can now be used by any of your backup jobs).
Run L&TT R/W test	Click here for information on HP Library and Tape Tools. Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

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Cannot write to tape within TapeWare

Action recommended

Additional information

Format the tape

Click the Device tab, right-click the tape drive then click Format .
Once formatted, go to the media tab and delete the media you just formatted (this will ensure that this media can now be used by any of your backup jobs).

Verify the tape is not write protected

Click here for more information on HP Ultrium Media

Check security settings of tape

Check access rights of user (administrator?)

Check 'block size' on tape

You can change the block size setting for your specific device in the file in twtapdev.ini.

CAUTION:

This block size can be set to whatever you want, but if it is too large it can cause a fatal error for your operating system. Contact Yosemite Technologies Technical Support for additional information if you are unsure about your changes.

Locate the file twtapdev.ini in the TapeWare installation folder.
Open it with a text editor and search for the text deviceBlockSize= associated with your tape device.
Edit the number to match the block size of the tape you are trying to restore from.

Run L&TT R/W test.

Click here for information on HP Library and Tape Tools.

Click here for L&TT User Guide

Click here for the HP Library and Tape Tools Support Guide

Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

If the tape is from another TapeWare database, try importing the tape

To Import Media

Insert the media to import into your device.
Select Import Media from the Device menu or the shortcut (right-click) menu. The Import Media window appears.
The Media Folder field displays the folder in which TapeWare will store the imported media. If this is not the folder in which you want to store the media, click Browse… and select the proper media folder from the Browse window.
The Device field displays the device from which TapeWare will import the media. If the device you want to use is not displayed, click Browse… and select the proper device from the Browse window.
Click Import b
When the confirmation window appears, click Yes
In the Import Password window, enter the password for the media you are importing. If the media has no password, leave the field blank.
Click OK

Check for Windows 2000 error 1067-Unable to open system mutex

Click here for more information

Check for Windows 2002/Tapeware lite System MuTest error .

Click here for information on Installing HP TapeWare Lite in Windows 2000 causing a System MuTest error

Check for Windows 95/98/NT Unable to access restore/backup or Error 74 - Object already locked on a restore in TapeWare

Click here for more information

Check for Windows NT Invalid Windows Application error

Click here for more information

Check for Error 1506 when starting backup

Click here for information on TapeWare and Error 1506

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Scheduled backup problems

Action recommended	Additional information
Reschedule the backup. It is possible that some directories may have been deleted by the user causing failed backups.	Try a scheduled backup pointing to media and devices
Attempt a manual local backup to prove backup is functioning	-
Check if scheduled backup did not run	Click here for information on TapeWare scheduled backup not running

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Backup failures

Action recommended	Additional information
Run L&TT to confirm device is working correctly	Click here for information on HP Library and Tape Tools. Click here for L&TT User Guide Click here for the HP Library and Tape Tools Support Guide Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide
Check backup logs system event/application event logs for errors and decode.	Files which are open , in use or busy will cause backups to fail. Install Open File Manager (available option) Click here for information on Open File Manager TapeWare error codes in logs can be decoded. Go to Tapeware.com Support and select 'Knowledge base' Click here for link to Tapeware.com Support
Network backups (10/100 Network which might be a bottleneck for the data)	Try a local backup; use PAT (Performance Assesment Tool) on network. Click here for information on the Performance Assesment Tool.

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Restore issues

Action recommended

Additional information

Try restoring to the same place (same directory structure and same volume)

Try restoring locally and not over the network.

Try a different block size (e.g 32KB or 64KB)

You can change the block size setting for your specific device in the file in twtapdev.ini.

CAUTION:

Locate the file twtapdev.ini in the TapeWare installation folder.
Open it with a text editor and search for the text deviceBlockSize= associated with your tape device.
Edit the number to match the block size of the tape you are trying to restore from.

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Performance issues with TapeWare

Action recommended

Additional information

Run L&TT using 'Dev Perf' (within L&TT) test to confirm that the device has no issues

Click here for information on HP Library and Tape Tools.

Click here for L&TT User Guide

Click here for the HP Library and Tape Tools Support Guide

Click here for a printable (.pdf) version of the HP Library and Tape Tools Support Guide

Check local backup verses Network backup for possible network bottleneck issues.

Check for enough hard disk space available

1 GB free space required

Check for system events like device drivers timing out

Check Tape drive driver and SCSI or FC HBA driver

Try a different block size (e.g. 32KB or 64KB)

You can change the block size setting for your specific device in the file in twtapdev.ini.

CAUTION:

Locate the file twtapdev.ini in the TapeWare installation folder.
Open it with a text editor and search for the text deviceBlockSize= associated with your tape device.
Edit the number to match the block size of the tape you are trying to restore from.

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OBDR/DR Issues

Action recommended	Additional information
If Windows 2000, check for problems with OBDR.	Click here for information on problems with TapeWare one button disaster recovery in Windows
Test OBDR before relying on it
Boot order for OBDR must have the CD Rom first in the boot order.	Check the Server BIOS
Check HP.COM compatibility web site to confirm all configured hardware is supported	Click here for compatibility information
Make sure the media being used has the DR or OBDR image on it
Check if Clean option is unavailable (grayed out).	Click here for information on the Clean Option being grayed out in TapeWare
Check for other common issues with Tapeware.	Click here for information on common issues with TapeWare 6.0(XE) backup software
Escalate issue to TapeWare	Attach the TapeWare logs (TWtrace.txt and TapeWare.ini

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Check if you have a Colorado Backup issue

Action recommended	Additional information
Check compatibility with Colorado Backup.	Click here to visit www.hp.com/go/connect .

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Check if you have an Arcserve issue

Action recommended	Additional information
Check compatibility with Arcserve.	Click here to visit www.hp.com/go/connect .
Check autoloader ARCserve troubleshooting guide.	Click here for information on ARCserve troubleshooting help .
Check if after replacing a drive, ARCserve reports that the drive is offline.	Click here for information on after replacing the drive, ARCserver reports that the drive is offline .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Cleaning issues

Try in the following order:

Check you are using a compatible cleaning cartridge .
Check attention LED/LCD message .
Check you are following the correct cleaning process .
Run Library and Tape Tools Device Analysis Test (and recalibration script for DAT24 drives) .
Run Library and Tape Tools Acceptance (Assessment) test
Additional troubleshooting help .
HP Support contact details .

Cleaning troubleshooting details

Check you are using a correct cleaning cartridge

Action recommended

Additional information

Check you are using a HP DDS cleaning cartridge.

Clean the drive weekly by inserting a HP DDS cleaning tape. This will keep the drive clean for maximum reliability. Do not clean the DDS tape drive too often since this can reduce the life expectancy of the tape drive .

NOTE:

An HP DDS cleaning cartridge will typically last for 50 cleaning cycles. In very occasional cases for DAT72 and DAT40 though, the length of tape used per clean may increase slightly, reducing the total number of cleans available form the cleaning tape.

Click here for a DDS media compatibility matrix .

Click here for information DDS media care .

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Check attention LED/LCD message

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section . See the LEDs issue troubleshooting section .

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Check you are following the correct cleaning process

Action recommended	Additional information
Inspect your media/magazine and discard if faulty or damaged. Check for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand, check that the cleaning tape has not expired.	Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
After a cleaning tape has done the clean, it is automatically ejected from the drive and returned to the magazine. The LCD message line should read MAG LOADED and the amber warning LED should have stopped flashing.	Click here for information on assignment of autoloader slots . Click here for information on the autoloader returning a cartridge to a different magazine slot . Click here for information DDS media care .
Press Eject button to retrieve the magazine and cleaning cartridge. The LCD message line should then read INSERT MAG . Any other LCD error messages should be treated appropriately.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LCD continues to report CLEAN ME after the clean cycle the unit should be power cycled to clear the message.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
A CLEAN ME message can only occur as a result of the unit doing a WRITE or READ of data to/from the tape and encountering difficulties. If a CLEAN ME reappears during the next backup or when running the L&TT Write/Read test script, then carry out several cleaning cycles to attempt to clear the debris from the drive drum and heads.	Click here for information on ensuring a long life for the HP DAT product .
Is there now a READ FAIL or WRITE FAIL message?	See the Read/write problem troubleshooting section .
If a failing tape number is now displayed in large numerals on the LCD, remove the failing tape and replace with new/known good tape.
If you have been experiencing problems with your drive (read/write problems, performance problems, etc) or you have not cleaned your drive for a while, then repeat the clean five times in total .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools .
Check the environmental conditions of the drive and media storage.	Click here for information on ensuring a long life for the HP DAT product .
Replace the data tape with a new tape, it may be worn or at end of life.	Click here for information DDS media care .
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .

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Run Library and Tape Tools Device Analysis Test (and recalibration script for DAT24 drives)

Action recommended	Additional information
Run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Run the recalibration script for DAT24 drives. Ensure the latest firmware is loaded.	Click here for information on HP Library and Tape Tools . Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

Back to Start of Section

HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

Back to Start of Section

LEDs issue

Try in the following order:

Check LEDs and LCD message to determine the status of your drive .
Check if all LEDs are off .
Check if Tape LED is flashing slowly .
Check if Tape LED is flashing rapidly .
Check if Attention LED is flashing .
Check if the Attention LED is on constantly .
Run Device Analysis Test in Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Upgrade to latest firmware .
Additional troubleshooting help .
HP Support contact details .

LEDs troubleshooting details

Check LEDs and LCD message to determine the status of your drive

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section for further help on LCD messages.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages . See the Autoloader LCD errors troubleshooting section .

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Check if all LEDs are off

Action recommended	Additional information
Check the power cable is plugged in and power is switched on.	Click here to view the HP DAT Autoloader Manuals .
Check the drive power switch is turned on.	Click here to view the HP DAT Autoloader Manuals .
All LED's off indicates that the magazine is not loaded. Load a data Magazine, this should trigger the Magazine Loaded LED.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If a tape is not loaded, load a data cartridge. This should trigger the Tape Loader LED.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LEDs are still off, power cycle the drive.	Click here for information on DAT autoloaders front panel .
If you are still concerned about the status of your drive run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Check if Tape LED is flashing slowly

Action recommended	Additional information
Reason : The tape is either loading or unloading.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
This is a transient state. Wait for the tape to finish loading or unloading, or for the drive to report an error.	Click here for information on Autoloader LCD Messages .

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Check if Tape LED is flashing rapidly

Action recommended	Additional information
REASON: The drive mechanism is operating (for instance, writing, reading, spacing).	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .

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Check if Attention LED is flashing

Action recommended	Additional information
Read the message on the LCD and follow the troubleshooting relating to that message using the links opposite.	See the LCD Error Messages troubleshooting section . Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .

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Check if the attention LED is on constantly

Action recommended	Additional information
Read the message on the LCD and follow the troubleshooting relating to that message using the links opposite.	See the LCD Error Messages troubleshooting section . Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .

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Run Device Analysis Test in Library and Tape Tools

Action recommended	Additional information
Run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Upgrade to latest firmware

Action recommended	Additional information
Upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Restore issues

Try in the following order:

Check autoloader LCD and LED's .
Check if you have data (the required files) on your tape .
Run Device Analysis Test in Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Run Media Validation Test in Library and Tape Tools .
Check if verify has failed .
Check the target device is accessible .
Check for media damage .
Check the drive has been cleaned .
Check you are using a supported configuration .
Upgrade to latest firmware .
Additional troubleshooting help .
HP Support contact details .

Restore troubleshooting details

Check autoloader LCD and LED's

Action recommended	Additional information
Check if the attention LED is lit or if there is a message on the LCD. See autoloader LCD errors troubleshooting section or LED's troubleshooting section for further help.	Click here for information on Autoloader LCD Messages . See Autoloader LCD errors troubleshooting section . See LEDs issue troubleshooting section .

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Check if you have data (the required files) on your tape

Action recommended	Additional information
Check if you have data on the loaded tape. Check that the required files are on the loaded tape. Check you are reading the correct tape in the magazine.

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Run Device Analysis Test in Library and Tape Tools

Action recommended	Additional information
Run the Device Analysis Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Run Media Validation Test in Library and Tape Tools

Action recommended	Additional information
Run the Media Validation Test in HP Library and Tape Tools (L&TT).	Click here for information on HP Library and Tape Tools .

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Check if verify has failed

Action recommended	Additional information
Check if verify has failed.	Check with your ISV vendor for more information.
Check if you have open file module installed on your backup software.	Check with your ISV vendor for more information.

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Check the target device is accessible

Action recommended	Additional information
Check that the target device is available.

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Check for media damage

Action recommended

Additional information

Inspect your media/magazine and discard if faulty or damaged. Check for the following:

Incorrect label placement
Damage
Usage in incorrect environment
Snapped/damaged tape

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Check that the drive has been cleaned

Action recommended	Additional information
Clean the autoloader using the relevant HP DDS cleaning tape. Beforehand, check that the cleaning tape has not expired.	Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
After a cleaning tape has done the clean, it is automatically ejected from the drive and returned to the magazine. The LCD message line should read MAG LOADED and the amber warning LED should have stopped flashing.	Click here for information on assignment of autoloader slots . Click here for information on the autoloader returning a cartridge to a different magazine slot . Click here for information DDS media care .
Press Eject button to retrieve the magazine and cleaning cartridge. The LCD message line should then read INSERT MAG . Any other LCD error messages should be treated appropriately.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
If the LCD continues to report CLEAN ME after the clean cycle the unit should be power cycled to clear the message.	Click here for information on DAT autoloaders front panel . Click here for information on Autoloader LCD Messages .
A CLEAN ME message can only occur as a result of the unit doing a WRITE or READ of data to/from the tape and encountering difficulties. If a CLEAN ME reappears during the next backup or when running the L&TT Write/Read test script, then carry out several cleaning cycles to attempt to clear the debris from the drive drum and heads.	Click here for information on ensuring a long life for the HP DAT product .
If a failing tape number is now displayed in large numerals on the LCD, remove the failing tape and replace with new/known good tape.
If you have been experiencing problems with your drive (read/write problems, performance problems, etc) or you have not cleaned your drive for a while, then repeat the clean five times in total .
Run HP Library and Tape Tools (L&TT) Device Analysis and Autoloader Tests to check that the drive and autoloader are now ok. Follow any troubleshooting given with the test results.	Click here for information on HP Library and Tape Tools .
Inspect your media/magazine and discard if faulty or damaged. Check for the following: Incorrect label placement Damage Usage in incorrect environment Snapped/damaged tape	Click here for information on how to detect a damaged DDS cartridge and what symptoms would be seen . Click here for information on visually inspecting HP DDS media . Click here for information on DDS media label placement . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product .
Check the environmental conditions of the drive and media storage.	Click here for information on ensuring a long life for the HP DAT product .
Replace the data tape with a new tape, it may be worn or at end of life.	Click here for information DDS media care .
Introduce a regular clean into your backup strategy.	Click here for information on ensuring a long life for the HP DAT product .

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Check you are using a supported configuration

Action recommended	Additional information
Check you are using a supported configuration.	Click here to visit www.hp.com/go/connect .
Check you are using correct media.	Click here for a DDS media compatibility matrix .

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Upgrade to latest firmware

Action recommended	Additional information
Upgrade to latest firmware.	Click here for information on HP Library and Tape Tools . Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Performance issue

Try in the following order:

Check performance using HPTapePerf .
Performance troubleshooting steps .
Check drive using Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Additional help on Performance and using HP Performance Assessment Tools .
Additional troubleshooting help .
HP Support contact details .

Performance troubleshooting details

Check performance using HPTapePerf

Action recommended	Additional information
Check performance using HPTapePerf.	Click here for information on performance troubleshooting and using performance assessment tools .

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Performance troubleshooting steps

Action recommended	Additional information
Check the ISV software configuration is optimized.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) .
Check if the drive is backing up over a network (can cause poor performance).	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) .
Check the compression ratio achieved on the drive.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) . Click here for information on data compression.
Check the performance of the server using HP PAT test.	Click here for information on performance troubleshooting and using performance assessment tools .
Check for other peripherals on the same bus.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) .
Check the SCSI adaptor set up.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) .
Check for the use of push agents.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) .
Check for the use of virus detection software.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) .
Check the media usage, old media can cause degraded performance.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) . Click here for information DDS media care . Click here for information on ensuring a long life for the HP DAT product . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges

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Check drive using Library and Tape Tools

Action recommended	Additional information
Run Device Analysis Test from Test drop down menu in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Run the Read/Write test in L&TT. Check ERT performance in the support ticket. Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Additional help on Performance and using HP Performance Assessment Tools

Action recommended	Additional information
Information on performance troubleshooting and using performance assessment tools.	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) . Click here for information on data compression . Click here for information on performance troubleshooting and using performance assessment tools .

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Capacity loss issue

Try in the following order:

Check compression .
Check media type .
Check file system for zip files .
Check performance of drive using Library and Tape Tools .
Run Library and Tape Tools Acceptance (Assessment) test
Additional troubleshooting help .
HP Support contact details .

Capacity loss troubleshooting details

Check compression

Action recommended	Additional information
Check the compression ratio achieved on the drive (always enable hardware compression and disable software compression).	Click here for information on HP Surestore DAT, DLT, DLT1 and DLTVS80 Performance (Capacity and Speed) . Click here for information on data compression . Click here for information on performance troubleshooting and using performance assessment tools .

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Check media type

Action recommended	Additional information
Check correct media type is being used.	Click here for a DDS media compatibility matrix . Click here for Frequently Asked Questions on HP DDS/DAT Data Cartridges

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Check file system for zip files

Action recommended	Additional information
Check file system for zip files (you can't compress zip files, jpeg files, audio files, etc).

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Check performance of drive using Library and Tape Tools

Action recommended	Additional information
Run Device Analysis Test from Test drop down menu in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results. Run the Read/Write test in L&TT. Check ERT performance in the support ticket. Ensure your drive is running with the latest firmware.	Click here for information on HP Library and Tape Tools . Click here for information on being unable to upgrade firmware on a DDS-4/DAT40 autoloader .

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Run Library and Tape Tools Acceptance (Assessment) test

Action recommended

Additional information

Run the Acceptance (Assessment) Test in HP Library and Tape Tools (L&TT). Follow any troubleshooting given with the test results.

NOTE:

If the drive passes the test, any fault is likely to be elsewhere in the system, and drive exchange/return should be avoided.

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Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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Broken/wrong/missing part issue

Try in the following order:

Information on part numbers .
Additional troubleshooting help .
HP Support contact details .

Broken/wrong/missing part troubleshooting

Information on part numbers

Action recommended	Additional information
Information on part numbers.	Click here for a matrix that cross references a drive's product name, format, and part number .
Information on compatibility.	Click here to visit www.hp.com/go/connect .

Additional troubleshooting help

Action recommended	Additional information
For additional troubleshooting help please use the link under additional information.	Click here for information on troubleshooting common problems .

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HP Support contact details

Action recommended	Additional information
Contact HP Support.	Click here for information on calling HP and other ways to contact HP for technical support.

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HP Support document

Business Support Center

HP Passport Sign-in

Tasks

Resources

HP DAT Autoloaders - Troubleshooting for DAT Autoloaders