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™
®
Spectra RXT
Troubleshooting Guide
• Spectra RXT150
• RXT Media
PN 90960005 Revision A
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Notices Notices Except as expressly stated herein, Spectra Logic Corporation makes available its products and associated documentation on an “as is” basis, without warranty of any kind, either expressed or implied, including but not limited to the implied warranties or conditions of merchantability and fitness for a particular purpose. In no event shall Spectra Logic be liable for any loss of profits, loss of business, loss of use of data, interruption of business, or for indirect, special, i
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Notices Spectra Logic Corporation: Contact Information United States Office European Office Spectra Logic Corporation Spectra Logic Europe Limited Mailing Mailing 1700 N 55th Street Magdalen Centre Address Address Boulder CO 80301 Robert Robinson Avenue USA Oxford Science Park Oxford UK OX44 7 RW Phone (800) 833-1132 or (303) 449-6400 Phone +44 (0) 870 112 2150 Fax (303) 939-8844 Fax +44 (0) 870 112 2175 Web Site http://www.SpectraLogic.com 3
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Notices Product Warnings AC Power Warning: Risk of electrical shock. To remove AC power from the Spectra RXT150, unplug the power cord from the power inlet. There are no user-serviceable parts within the unit. High Voltage Warning: The Spectra RXT150 contains high-voltage components that can cause injury or death. Only service personnel should replace or install high-voltage components. 4
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Contents Chapter 1. Introduction 7 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Chapter 2. Troubleshooting the RXT150 8 Ejecting RXT Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Checking Messages and Flash Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Capturing Debug Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Contents Chapter 4. Warranty and Repair 37 RXT Media Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Contacting SpectraGuard Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 RMA Returns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 RXT150 Repair Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 RXT M
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1 Introduction About This Guide This guide describes the troubleshooting procedures for the Spectra RXT150 and Spectra RXT media. Intended Audience This guide is written for Spectra RXT150 users, who should already be familiar with the technical tasks associated with the maintenance and operation of backup systems. Related Publications The following publications related to the Spectra RXT150 are also available from Spectra Logic at www.spectralogic.com: �The Spectra RXT150 User Guide describe
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2 Troubleshooting the RXT150 This chapter covers the following information: � Ejecting RXT Media, below � Checking Messages and Flash Codes on page 13 � Capturing Debug Files on page 15 � Resetting the RXT150 on page 20 Ejecting RXT Media Note: Before you attempt to eject media in one of the following ways, be sure to call SpectraGuard Technical Support. They may want to have you gather logs or traces first so that they can analyze the problem. When an RXT media pack is stuck in a drive (that
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Chapter 2. Troubleshooting the RXT150 Using the Force Eject Utility 1. Log in to the RLC as a user with Administrative privileges. 2. Select Maintenance > Tools. The RXT Utilities screen appears (Figure 2-1). Figure 2-1 The RXT Utilities screen, showing the Load/Unload RXT Media Pack utility. 3. Select Load/Unload Media Pack. The screen refreshes to show the details of the utility (Figure 2-1). 4. Select Unload RXT Media pack, then select force. 5. Select Run. � If this operation is successful
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Chapter 2. Troubleshooting the RXT150 Holding the Load/Unload Button Hold down the Load/Unload button (Figure 2-2) for approximately 15 seconds. Note: This action causes the drive to reboot, which in turn causes a forced eject. As a result of the reboot process, the host temporarily loses contact with the drive. Load/Unload Figure 2-2 The Load/Unload button. If this operation is not successful, proceed to Using an Allen Wrench for Manual Eject on page 11. 10
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Chapter 2. Troubleshooting the RXT150 Using an Allen Wrench for Manual Eject Note: You need a #2 Phillips screwdriver and a 5/64 Allen wrench (not included with the RXT150) to complete this procedure. 1. Stop any backups running to the RXT150 and power the unit down. 2. Unplug the power cable and all other cabling from the back of the unit. 3. Carefully turn the unit upside down. 4. Use a #2 Phillips screwdriver to remove the four screws attaching the cover to the bottom RXT150 (Figure 2-3).
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Chapter 2. Troubleshooting the RXT150 8. Locate the hole on the side of the RXT150. When you are looking at the front of the unit, this hole is on the right side, near the back of the unit (Figure 2-5). Front Back Figure 2-5 The hole on the right side of the unit. 9. Insert a 5/64 Allen wrench into the hole, and rotate the wrench counter- clockwise. The pack slowly ejects. 10. After removing the media from the RXT150, replace the cover on the top of the unit. 11. Secure the cover with the thr
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Chapter 2. Troubleshooting the RXT150 Checking Messages and Flash Codes The Spectra RXT150 proactively provides information to users in two different ways: through the Web Interface and through the front panel’s digital display. The Web interface provides messages, and the digital display provides flash codes. The following sections describe how to use these helpful tools: � Messages, below � Flash Codes on page 14 Messages The Messages icon appears on the status bar of the Web interface (Fi
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Chapter 2. Troubleshooting the RXT150 Flash Codes Use the chart below to interpret the flash codes that appear on the digital display, then follow any recommended steps. If you need assistance, contact SpectraGuard Support. Code Meaning Resolution Powering On Status message that the drive is powering on; no action is required. Booting Status message that the drive is booting up; no action is required. Waiting Status message that the drive is processing; no action is required. It could be the R
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Chapter 2. Troubleshooting the RXT150 Capturing Debug Files SpectraGuard staff may ask for logs of debug files when they troubleshoot a problem. Debug files may reveal the source of errors in program code or in hardware. When you are instructed to gather debug files from the RXT150, follow the procedures as outlined in one of the following sections: � Capturing Debug Files with the Web Interface, below � Capturing Debug Files with the Serial Interface on page 18 Note: Only users with adminis
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Chapter 2. Troubleshooting the RXT150 3. Select Get Debug Files. The screen refreshes to show the utility’s description. 4. Select Run. The Get Debug Files Utility screen appears (Figure 2-8). Figure 2-8 The Get Debug Files Utility screen. 5. Select the type(s) of files to download. 6. Select Next. The screen refreshes to indicate that the file or files are ready to download. 7. Click on the link to start the process. 8. In the File Download window that appears, select the location to which yo
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Chapter 2. Troubleshooting the RXT150 Viewing Debug Files on the Web Interface If you want to review debug files for the last configured trace, follow these steps. Note: Debug files run constantly, and this screen can be viewed at any time. Each debug file contains up to 5MB of trace information. 1. Log on to the Web interface as an Administrator. 2. Select Maintenance > Traces; the System Trace screen appears (Figure 2-9). Figure 2-9 The System Trace screen. 3. To configure a new debug trace,
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Chapter 2. Troubleshooting the RXT150 Capturing Debug Files with the Serial Interface Before You Begin Before using the serial interface, make sure that: � You have a properly configured terminal emulator, such as TeraTerm. (HyperTerminal is not recommended for use with the RXT-150.) � You have a standard DB9 serial cable. � The terminal emulation settings are set to: • 115200 bps • 8 data bits •No parity • 1 stop bit • No flow control Capturing Debug Files 1. Connect a serial cable from the h
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Chapter 2. Troubleshooting the RXT150 4. Type 4, then press the Enter key on your keyboard; the Diagnostics Tracing Menu displays (Figure 2-10). Figure 2-11 The Diagnostics Tracing Menu. 5. Type 1 or 2 (as instructed by SpectraGuard Support), the press Enter. The trace should take less than two minutes to run. 6. Copy the trace information. 7. Paste the trace information into an e-mail for SpectraGuard Support. 19
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Chapter 2. Troubleshooting the RXT150 Resetting the RXT150 Resetting the RXT150 allows a soft reboot of the drive. Caution: Never reset the drive while data is being written to RXT media. Only reset the drive on the recommendation of SpectraGuard Technical Support. A drive reset erases valuable log information that SpectraGuard Support staff can use to diagnose problems. Proceed to one of the following: � Resetting the RXT150 with the Digital Display, below � Resetting the RXT150 with the Ser
