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Analyzing Quantum LTO Drive Issues. 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based.

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Presentation on theme: "Analyzing Quantum LTO Drive Issues. 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based."— Presentation transcript:

1 Analyzing Quantum LTO Drive Issues

2 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. Analyzing Quantum LTO Drive Issues Introduction Importance of understanding issues Drives returned for the wrong reason Overview of analyzing Quantum LTO Drive Issues Collecting Failure Data with XTalk Drive Error Codes Drive Traces Understanding Error Codes The Error Code Lookup Utility

3 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. Introduction Review of return data shows that 55% of LTO4-HH returns are for issues that have either been fixed in later code, or that are caused by Media/Cabling, not the drive. Firmware penetration is average at best. Many drives are returned with down rev. code. Understanding the issues associated with the drive, being able to extract and understand error codes will help: Eliminate unnecessary returns Reduce multiple replacements for the same, poorly diagnosed issue Reduce customer downtime/frustration. This package shows how to use XTalk to gather key error code information and to interpret it using the “Error Code Lookup Tool” which gives a recommendation for each issue.

4 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. Analyzing Quantum LTO Drive Issues When an issue is reported on a Quantum LTO drive, data can be obtained from a number of sources such as application logs and Tape Alert data, however, low level drive information can only be obtained using the Xtalk utility Initial failure information can be gathered using Xtalk to retrieve log page 0x33, which includes historical Error Code data stored by the drive. Information on these error codes is included in the Error Code Lookup Tool, including recommendations on the action to take. Full Drive traces may need to be escalated for assistance in problem resolution These can be obtained using Xtalk by clicking on the “Trace” Button Log pages alone are not acceptable for escalation.

5 Using Xtalk to collect Quantum LTO Data Drive Error Codes

6 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. Collecting Failure data - XTalk XTalk is a powerful diagnostic tool, typically used to verify drive health. It also has features to collect traces and historical error codes

7 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. XTalk – Quick Error code retrieval Select “Display all log pages” There are two Log Pages that give important drive data. Page 16 and Page 33.

8 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. XTalk – Quick Error code retrieval Density Code (Media):LTO-1: 0x40, LTO2: 0x42, LTO3: 0x44, LTO4: 0x46 Medium Type:0=Data Cartridge Lifetime Media Motion:Total Drive motion at the time of failure (Hours) Sense Codes:Sense Data associated with the error. Vendor ASCQ:The last 4 digits give the error code for use with the Error Code Lookup tool Product Revision:Drive firmware version Media Serial Number:Cartridge Manufacturer and Serial Number Timestamp:The time since power up in units of 8 msec. Note: Diagnostic pages are ordered with the most recent entry first Log Page 16: - Tape Diagnostic Data Log

9 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. XTalk – Quick Error code retrieval Power On Hours:Power on Hours since Manufacture when the error occurred Tape Motion Hours:Total Drive motion at the time of failure (Hours) Sense Codes:Sense Data associated with the error. Message Code:The error code for use with the Error Code Lookup tool (see later) Thread Count:Drive Load/Unload cycles Total Data SetsData sets written and read Timestamp:The time since power up in units of 8 msec. FW Version:Drive firmware version Cartridge Manufacturer:Cartridge Manufacturer Cartridge Serial Number:Cartridge Serial Number Note: Log Page 0x33 is ordered with the last Error Event at the end Log Page 33: - Error Events Log

10 Using Xtalk to collect Quantum LTO Data Retrieving Full Drive traces for escalation

11 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. XTalk – Retrieving Drive traces When escalating issues, the only thing that is needed is the full drive trace, captured by clicking on the “Trace” button. Click on the “Trace” Button or select Device Tasks, Trace Buffer Wait for the trace download to complete (2-5 minutes)

12 Quantum’s Error Code Lookup Tool - Overview

13 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. Understanding Error Codes Quantum’s Error Code lookup Tool provides recommendations for each error code seen by the drive: https://csweb.quantum.com/users/OPS_site/errorCodeLookupDell.html

14 01/31/2006 LTO 4 HH Training © 2006 Quantum Corporation. Company Confidential. Forward-looking information is based upon multiple assumptions and uncertainties, does not necessarily represent the company’s outlook and is for planning purposes only. Understanding Error Codes Error Code Lookup Tool Details Select the product family and specific product Enter an error code and click on the “go” button Information is displayed Problem Description High level description of the error code Supplemental suggestions Data provided from real experience with the drive with a recommendation of what to do to resolve the issue (upgrade code, swap the tape, check cabling, swap the drive, escalate the issue or a combination). This is the data that will tell you whether to return the drive and will provide information that will hopefully convince the customer that you know what is going on and have the correct solution.


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