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Chapter 5 5-27
Errors and Troubleshooting
Understanding Error States
Errors and Troubleshooting
Errors & Troubleshooting
Backup Software Errors
While the library product itself is supported by library vendor, all
software products are supported by individual software vendors. When
contacting the software vendor, you will need the following information:
• Name and telephone number
• Product name, release number, operating system, build, and serial
number
• Detailed list of error messages reported
• Configuration files and log files related to the problem
• Screen dumps, if applicable
• Explanation of how to reproduce the problem, if possible
• Events that may have contributed to the problem, including the
following:
— Recent operator actions
— Recent events in the software or the system
— Recent changes to the computer system, software or network
environment
The software applications may need to be reconfigured or, in some cases,
reinstalled after you have installed additional drives or slots into the
library. In addition, some backup software applications may require the
purchase of additional add-on components and/or licenses when
increasing the number of storage slots or drives. Contact the software
application provider for more information or if newly installed storage
slots and drives are not recognized by the backup software application.
Drive Media Errors
Most software errors are going to be read, write, and verify type errors.
Since the library does not display a front-panel indication of these type of
errors, the first indication an end user will notice is problems reading,
writing, or verifying media through the software. These errors can be
caused by damaged media or drives, so it is important to be able to
determine which media and/or drives are having the problems.