DAT 72 Serv Guide

HP StorageWorks DAT - Troubleshooting for HP
StorageWorks DAT8, DAT24, DAT40, and DAT72

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

Software/application issue
LEDs issue
Back-up problem
Restore problem
Stuck tape
Drive hung (communication failure)
Media problem
Performance issue
Capacity Loss
Load/unload problem
Installation/configuration issue
Read/write problem
Cleaning 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 DDS Manuals
Warranty information
HP Support contact information
Software/application issue
Try in the following order:
1. Run Library and Tape Tools Device Analysis test.
2. Check driver is correct and installed.
3. If Windows NT4 - check driver location in the operating system.
4. If Windows NT4 - check SCSI connectivity.
5. If Windows NT4 - check tape device detected by operating system.
6. If Windows NT4 - check if native driver is loaded.
7. If Windows 2000 - check driver location in the operating system.
8. If Windows 2000 - check if there is a plug and play issue.
9. If Windows 2000 - check for driver issues.
10. If Windows 2000 - check removable storage manager.
11. Check system event logs.
Field Code Changed
12. Decode driver errors.

13. Check application event logs.
14. Check if you have a Netware operating system issue.
15. Check if you have a Tapeware software issue.
16. Check if you have a Colorado Backup issue.
17. Check if you have an Arcserve issue.
18. HP Support contact details.
Software/application troubleshooting details

Run Device Analysis test in Library and Tape Tools
Additional
information
Action recommended
Run the Device Analysis Test in HP Library and Tape Tools
(L&TT). Follow any troubleshooting given with the test
results.
NOTE:
Due to issues in development Library and Tape
Tools cannot be reliably used to diagnose potential
issues with the DAT 40 Hotplug drive (Q1546A
only). This problem is currently being investigated
and will be corrected in the next revision of Library
and Tape tools. This note will be updated once the
problem has been corrected but until then do not
use Library and Tape Tools to diagnose issues with
this product.
Click here for

information on HP
Library and Tape
Tools.
This problem only relates to the Q1546A product, no other

DAT 40 variants are affected.
Back to Start of Section
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Check driver is correct and installed
Action recommended
Check driver is correct and
installed.
Additional information
Click here for information on drivers and
operating systems.

Back to Top
If NT4 - check driver location in the operating system
Action recommended
Check operating system drivers in the
winnt/system32/drivers directory.
Click here for information on tape
drive detection and other
Action recommended
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
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.

Windows NT4 and 2000 operating systems.

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If NT4 - check tape device detected by operating system
Action recommended
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).
Windows NT4 and 2000 operating
systems.

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If NT4 - check if native driver is loaded
Action recommended
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.

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

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.

Remove native drivers and run the

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

If Microsoft service pack installed you

will need to reload the correct drivers as
Microsoft service packs can overwrite HP
drivers.

For Proliant Servers re-run Softpaq on

the Server obtainable from the hp.com
Web site.

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

Check system event logs for indication of drive detection and other
driver errors/timeouts, etc.
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If Windows 2000 - check driver location in the operating system
Action recommended
Operating system drivers can be
found in the winnt/system32/drivers
directory.
Windows NT4 and 2000 operating
systems.
Action recommended
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
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.

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
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

Back to Top
If Windows 2000 - check removable storage manager (RSM)
Action recommended
Click here for information on

tape drive detection and other
Removable storage manager (which can be
considerations in Windows NT4
found in Services) comes enabled in windows
and 2000 operating systems.
by default. It should however be set to
Disabled unless you are using native backup
in Windows 2000.
resolving issues caused by RSM
(Removable Storage Manager).
Action recommended
RSM can cause problems in backup including

compression issues.

If an issue with RSM is suspected then a

reboot will be necessary after setting it to
Disable.

RSM can cause other issues related to backup Click here for information on
devices so be aware that it resides in Services resolving issues caused by RSM
and will need to be disabled.
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Check system event logs
Action
recommended
Check the system
event logs.
Click here for information on tape drive detection and
other considerations in Windows NT4 and 2000 operating
systems.

Back to Top
Decode driver errors
Action recommended
Error messages generated by the
adpu160m.sys driver can be viewed by
opening the Windows NT Event Viewer
error logs.

Back to Top
Check application event logs
Action recommended
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.
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
Check if you have a Netware Operating System issue

Back to Top
Check if you have a Tapeware Software issue
Action recommended
Check compatibility with Tapeware.
Click here to visit
www.hp.com/go/connect.
Check for Windows 2000 error 1067Unable to open system mutex.

Check for Windows 95/98/NT Unable
to access restore/backup or Error
74 - Object already locked on a
restore in TapeWare.
Check for Windows NT Invalid
Windows Application error.
Check if scheduled backup did not
run.
Click here for information on TapeWare

scheduled backup not running.
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 Error 1506 when starting

backup.
Click here for information on TapeWare

and Error 1506.
If Windows 2000, check for problems

with OBDR.
Click here for information on problems

with TapeWare one button disaster
recovery in Windows.
Check if clean option is greyed out.
Click here for information on the Clean

Option being greyed out in TapeWare.
Check for other common issues with

Tapeware.
Click here for information on common

issues with TapeWare 6.0(XE) backup
software.

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Check if you have a Colorado Backup issue
Action recommended
Check compatibility with Colorado
Backup.
Back to Top
Click here to visit
Check if you have an Arcserve issue

Action recommended
Check compatibility with

Arcserve.
Click here to visit www.hp.com/go/connect.
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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HP Support contact details
Action
recommended
Contact HP Support.
Click here for information on calling HP and other ways to

contact HP for technical support.

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LEDs issue
1.
2.
3.
4.
5.
6.
7.
Check LEDs to determine the status of your drive.

Check if all LEDs are off.
Check if green Tape LED is flashing slowly.
Check if green Tape LED is flashing rapidly.
Check if amber Clean LED is flashing.
Check if amber Clean LED is triggered regularly despite cleaning.
If DAT8/24/40, check if the cleaning tape is ejected quickly (less than 20 seconds) after
loading and the green Tape LED is FLASHING.
8. If DAT72, check if the cleaning tape is held by the drive for more than 2 minutes after
9. Check if the amber Clean LED is on constantly.
10. Check if the drive is in OBDR mode (Tape Error and Clean LEDs flashing slowly).
11. Run Device Analysis Test in Library and Tape Tools.
12. Upgrade to latest firmware.
LEDs troubleshooting details

Check LEDs to determine the status of your drive
Action recommended
Check LEDs and confirm drive status by
checking the front panel LEDs document.
Click here for information on the
HP DAT front panel LEDs.

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Check if all LEDs are off
Additional
information
Action recommended
Check the power cable is plugged in and power is switched
on.
Check the drive power switch is turned on.
If a tape is not loaded, load a data cartridge. The green
Tape LED should flash slowly while the tape loads, then
stay on to indicate that a tape is loaded.
Click here for

information on the
HP DAT front panel
LEDs.
If the LEDs are still off, power cycle the drive or press the
Emergency Reset button.
Click here for

information on the
HP DAT front panel
LEDs.
If you are still concerned about the status of your drive

run the Device Analysis Test in HP Library and Tape Tools
results.
NOTE:
this product. This problem only relates to the
Q1546A product, no other DAT 40 variants are
affected.
Click here for

information on HP
Library and Tape
Tools.

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Check if green Tape LED is flashing slowly
Action recommended
Reason: The tape is either loading or unloading.
This is a transient state. Wait for the tape to
finish loading or unloading, or for the drive to
report an error.
the HP DAT front panel LEDs.
Action recommended
NOTE:
Unloading a tape can take a few minutes
due to the rewind required.
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Check if green Tape LED is flashing rapidly
Action recommended
REASON: The drive mechanism is operating
(for instance, writing, reading, spacing).

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Check if amber Clean LED is flashing
Action recommended
Insert a cleaning cartridge into the drive and

wait for the clean to take place. The tape is
ejected at the end.
clean light flashing on DAT
drives.
Repeat the clean five times in total.

Check for expiry of cleaning tape.
Introduce a regular clean into your backup
strategy.

ensuring a long life for the HP
DAT product.

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Check if amber Clean LED is triggered regularly despite cleaning
Action recommended
Clean the drive five times.
Additional
information
Click here for
information on the
clean light flashing
on DAT drives.
Click here for
information on the
HP DAT front panel
Action recommended
Additional
information
LEDs.
Check frequency of cleaning in backup strategy.
Click here for

information on
ensuring a long life
for the HP DAT
product.
Check environmental conditions of drive and media

storage
Click here for

information DDS
media care.
Replace data tape with new tape, it may be worn or at

end of life.
Click here for

information DDS
media care.
If problems persist, run the Device Analysis Test in HP

Library and Tape Tools (L&TT). Follow any
troubleshooting given with the test results.
Ensure the latest firmware is loaded.
NOTE:
Click here for
information on HP
Tools cannot be reliably used to diagnose
Library and Tape
potential issues with the DAT 40 Hotplug drive
Tools.
(Q1546A only). This problem is currently being
investigated and will be corrected in the next
revision of Library and Tape tools. This note will
be updated once the problem has been corrected
but until then do not use Library and Tape Tools
to diagnose issues with this product. This problem
only relates to the Q1546A product, no other DAT
40 variants are affected
Back to Top
If DAT8/24/40, check if the cleaning tape is ejected quickly after loading and the
green Tape LED is FLASHING
Action recommended
Check that the cleaning cartridge has been used less

that 50 times.
Additional
information
Click here for
information DDS
media care.
Click here for
Action recommended
Additional
information
information on the
HP DAT front panel
LEDs.
Try a new cleaning cartridge.
Click here for

information on
for the HP DAT
product.
Run the Device Analysis Test in HP Library and Tape

Tools (L&TT). Follow any troubleshooting given with the
test results.
NOTE:
Click here for
information on HP
Library and Tape
Tools.
Back to Top
If DAT72, check if the cleaning tape is held by the drive for more than two minutes
after loading and the green Tape LED is FLASHING
Action recommended
Additional
information
Eject the cleaning tape using the Eject button (later

firmware will retain the cleaning tape, including premerger Compaq drives).
Click here for

information on the
HP DAT front panel
LEDs.

than 50 times.
Click here for

information DDS
media care.
Click here for

information on
for the HP DAT
Action recommended
Additional
information
product.

test results.
NOTE:
Click here for
information on HP
Library and Tape
Tools.
40 variants are affected.
Back to Top
Check if the amber Clean LED is on constantly
Action recommended
Additional
information
REASON: The drive has experienced a hard failure.
Click here for

information on the
HP DAT front panel
LEDs.
Power cycle the drive to see if it recovers normally.
Click here for

information on
for the HP DAT
product.

test results.
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Action recommended
Additional
information

Back to Top
Check if the drive is in OBDR mode (Tape Error and Clean LEDs flashing slowly)
Action recommended
Check if the drive is in OBDR mode (Tape Error and Clean
LEDs flashing slowly).
Additional
information
Click here for
information on the
HP DAT front panel
LEDs.
If OBDR mode is not required then power cycle the drive

to stop the OBDR function.
If the drive does not recovery properly, run the Device
Analysis Test in HP Library and Tape Tools (L&TT). Follow
any troubleshooting given with the test result.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Run Device Analysis Test in L&TT
Action recommended
Additional
information
Action recommended
Additional
information

results.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Upgrade to latest firmware
Action recommended
Additional
information
Upgrade to latest firmware.

NOTE:
affected.
Back to Top
Click here for

information on HP
Library and Tape
Tools.
Action
recommended
Contact HP Support.


Back to Top
Back-up issue
2. Run Read/Write Test in Library and Tape Tools.
3. Run Media Validation Test in Library and Tape Tools.
5. Check back-up logs.
6. Check you are using a supported configuration and correct media.
7. Check if verify has failed.
8. Check if the scheduled back-up has failed.
9. Check for media damage.
10. Check that the drive has been cleaned.
11. Check for back-up software issues.
12. Check you can format a tape.
13. Check IRQ assigning.
Back-up troubleshooting details

Run Device Analysis Test in Library and Tape Tools
Action recommended
Additional
information

results.
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Additional
information
Action recommended
affected.
Back to Top
Run Read/Write Test in Library and Tape Tools
Action recommended
Run the Read / Write test in HP Library and Tape

Tools (L&TT).
NOTE:
Due to issues in development Library and
Tape Tools cannot be reliably used to
diagnose potential issues with the DAT 40
Hotplug drive (Q1546A only). This problem is on HP Library and Tape
Tools.
currently being investigated and will be
corrected in the next revision of Library and
Tape tools. This note will be updated once
the problem has been corrected but until
then do not use Library and Tape Tools to
diagnose issues with this product. This
problem only relates to the Q1546A product,
no other DAT 40 variants are affected.
Check drive performance using PAT tools.

on performance
troubleshooting and using
performance assessment
tools.

Back to Top
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).
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Additional
information
Action recommended
affected.
Back to Top
Additional
information
Action recommended
Upgrade to latest firmware using HP Library and Tape
Tools (L&TT).
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Check back-up logs
Action recommended
Check back-up logs.

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Check you are using a supported configuration and correct media
Action recommended
Check you are using a supported
configuration.
Click here to visit
Action recommended
Check you are using correct media.
Click here for a DDS media compatibility
matrix.

Back to Top
Check if verify has failed
Action recommended
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.

more information.

Back to Top
Check if the scheduled back-up has failed
Additional
information
Action recommended
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
Action recommended
Click here for information on how
to detect a damaged DDS
cartridge and what symptoms
would be seen.
Inspect your media and discard if faulty or

damaged. Check for the following:
o
o
o
o
Incorrect label placement

Damage
Usage in incorrect
environment
Snapped/damaged tape

visually inspecting HP DDS media.
Click here for information on DDS
media label placement.
Click here for information DDS
media care.
ensuring a long life for the HP DAT
product.

Back to Top
Check that the drive has been cleaned
Action recommended

ejected at the end.

Drives.

strategy.

DAT product.

Back to Top
Check for back-up software issues
Action recommended
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).

performance troubleshooting and using
performance assessment tools.

Back to Top
Check you can format a tape
Action recommended
Try and format a tape.
Back to Top
Check IRQ assigning
Action recommended
Additional
information
Check for symptoms like:

o
o
o
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.
Back to Top
Action
recommended
Contact HP Support.


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Restore issues
1. Check if you have data (the required files) on your tape.
3. Run Media Validation Test in Library and Tape Tools.
4. Check if verify has failed.
5. Check the target device is accessible.
6. Check for media damage.
7. Check the drive has been cleaned.
8. Check you are using a supported configuration.
Restore troubleshooting details

Check if you have data (the required files) on your tape
Action recommended
Check if you have data on the loaded tape.

Check that the required files are on the loaded tape.
Back to Top
Action recommended
Additional
information

results.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Run Media Validation Test in Library and Tape Tools
Action recommended
Additional
information

(L&TT).
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Additional
information
Action recommended
affected.
Back to Top
Check if verify has failed
Action recommended
Check if verify has failed.

more information.
Check if you have open file module installed

on your backup software.

more information.

Back to Top
Check the target device is accessible
Action recommended
Check that the target device is available.

Back to Top
Check for media damage
Action recommended

o
o
o
o

Damage
Usage in incorrect
environment
Click here for information on how
to detect a damaged DDS
would be seen.
Action recommended
media care.
product.

Back to Top
Action recommended

ejected at the end.

Drives.

strategy.

DAT product.

Back to Top
Check you are using a supported configuration
Action recommended
Check you are using a supported

configuration.
Click here to visit

Check you are using correct media.

matrix.

Back to Top
Action recommended
Additional
information
NOTE:
Click here for

information on HP
Library and Tape Tools.

Click here for

information on being
unable to upgrade
Additional
information
Action recommended
revision of Library and Tape tools. This note
will be updated once the problem has been
corrected but until then do not use Library and
Tape Tools to diagnose issues with this
product. This problem only relates to the
affected.
firmware on a DDS4/DAT40 autoloader.

Back to Top
Action
recommended
Contact HP Support.


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Stuck tape issue

1.
2.
3.
4.
5.
6.
7.
8.
9.
Manually press the Eject button.

Perform a Forced Eject.
Power cycle the drive.
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.
Upgrade to the latest firmware.
HP Support contact details.
Stuck tape troubleshooting details

Manually press the Eject button
Action recommended
Press the Eject button.

media being jammed and
unable to eject.
Allow one minute for the tape to eject.

Action recommended
unable to eject.
how to detect a damaged DDS
would be seen.
Inspect your Media and SCSI cables, and

discard if faulty or damaged. Check for the
following:
o
o
o
o
Incorrect label placement.

Damage.
Usage in incorrect
environment.
Snapped/damaged tape.

visually inspecting HP DDS
media.
DDS media label placement.
media care.
DAT product.

Back to Top
Perform a Forced Eject
Action recommended
Press (and hold in) the Eject button for 10

seconds

Eject button operation for the
Ultrium drive.
Allow one minute for the tape to eject.

unable to eject.

discard if faulty or damaged. Check for the
following:
o
o
o
o

Damage.
Usage in incorrect
environment.

would be seen.
media.
media care.
Action recommended
DAT product.

Back to Top
Power cycle the drive
Additional
information
Action recommended
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 for conflicts in backup software services
Action recommended
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
Ensure the power and SCSI cables are

correct, properly connected and
undamaged.
Ensure that the SCSI bus is correctly
recommended SCSI HBA adapters
for tape products.
Click here for information on SCSI
cables and termination.
Action recommended
terminated.
Ensure that the tape drive SCSI ID is

correct and unique on the bus.

Ensure that the application being used

supports the tape drive.
Click here to visit

Ensure that the correct driver is loaded.

Click here to visit
Ensure that there are no HBA problems
(check the system event log for HBA
errors).
Ensure that the host, HBA, application,

driver, and drive are all compatible.

for tape products.
for tape products.
Click here to visit
Ensure there are no tape driver problems

Click here for information on HP
(check the system event log for tape
driver errors).
If easy, isolate the drive so that it is the
only one on the bus.

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

discard if faulty or damaged. Check for
the following:
o
o
o
o

Damage
Usage in incorrect
environment
Click here for information on visually

inspecting HP DDS media.
media care.
product.

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Check the software has not sent a prevent media removal command
Action recommended
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.
Additional
information
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

results.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Upgrade to the latest firmware
Action recommended
Additional
information
Run HP Library and Tape Tools (L&TT) and upgrade to

latest firmware.
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Additional
information
Action recommended
affected.
Back to Top
Action
recommended
Contact HP Support.


Back to Top
Hung drive issue

1.
2.
3.
4.
5.
6.
7.
8.
Run Library and Tape Tools to check connectivity.

Check SCSI/HBA/Driver configuration of the drive.
Check LEDs.
Swap drive to a known good system and test using Library and Tape Tools.
Inspect power and SCSI cables, discard if faulty or damaged.
Re-run Library and Tape Tools to check connectivity and upgrade to latest firmware.
Hung drive troubleshooting details

Run Library and Tape Tools to check connectivity
Action recommended
Run HP Library and Tape Tools (L&TT) to check
connectivity to the drive.
NOTE:
Additional
information
Click here for
information on HP
Library and Tape
Tools.
Action recommended
Additional
information

affected.
If drive can be seen, upgrade to latest firmware.
Back to Top
Power cycle the drive
Action recommended
Additional
information

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 check
NOTE:
affected.
Back to Top
Check SCSI/HBA/Driver configuration of the drive
Click here for

information on HP
Library and Tape
Tools.
Action recommended
Ensure the power and SCSI cables are

correct, properly connected and
undamaged.
for tape products.
Ensure that the SCSI bus is correctly

terminated.

Ensure that the tape drive SCSI ID is

correct and unique on the bus.

Ensure that the application being used

supports the tape drive.
Click here to visit

Ensure that the correct driver is loaded.

Click here to visit
Ensure that there are no HBA problems
(check the system event log for HBA
errors).
Ensure that the host, HBA, application,

driver, and drive are all compatible.

for tape products.
for tape products.
Click here to visit
Ensure there are no tape driver problems

(check the system event log for tape
driver errors).
If easy, isolate the drive so that it is the
only one on the bus.

discard if faulty or damaged. Check for
the following:
o
o
o
o

Damage
Usage in incorrect
environment

detect a damaged DDS cartridge and
what symptoms would be seen.
media care.
Action recommended
product.

Back to Top
Check LEDs
Action
recommended
Click here for information on the HP DAT front panel
LEDs.
Check LEDs
Back to Top
Swap drive to a known good system and test using Library and Tape Tools
Additional
information
Action recommended
Swap the drive to a known good/working system, then test
communications to the drive using Library and Tape Tools.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Inspect power and SCSI cables, and discard if faulty or damaged
Action recommended
Inspect media, power and SCSI
cables, and discard if faulty or
damaged.
Click here for information on how to detect
a damaged DDS cartridge and what
symptoms would be seen.
Action recommended
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 Top
Re-run Library and Tape Tools to check connectivity and upgrade to latest
firmware
Additional
information
Action recommended
Re-run HP Library and Tape Tools (L&TT) to re-check
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Action
recommended
Contact HP Support.


Back to Top
Media issue
1.
2.
3.
4.
5.
6.
7.
8.
9.
Check correct media is being used.

Test media using Media Validation Test in Library and Tape Tools.
Check for media 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.
Media care and cleaning information.
Media troubleshooting details

Check correct media is being used
Action recommended
Check correct media is being
used.
matrix.

Back to Top
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.
NOTE:
affected.
Back to Top
Check for media damage
Click here for

information on HP
Library and Tape
Tools.
Action recommended
detect a damaged DDS cartridge
and what symptoms would be seen.
Inspect your media and discard if faulty

or damaged. Check for the following:
o
o
o
o

Damage
Usage in incorrect
environment

media care.
product.
Defective Media Exchange Process
for Travan, DDS, MO, CDR/RW
Media (Warranty Process).

Back to Top
Check if the drive is cleaned regularly
Action recommended

ejected at the end.
strategy.

DAT product.

Back to Top
Check if Clean LED is flashing
Action recommended
Insert a cleaning cartridge into the drive and wait for

the clean to take place.
Additional
information
Click here for
information on DAT
autoloaders front panel.
Click here for
Additional
information
Action recommended
information on
Autoloader LCD
Messages.
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

DAT product.
Run Device Analysis Test from Test drop down menu

in HP Library and Tape Tools (L&TT). Follow any
Ensure your drive is running with the latest firmware.
NOTE:
affected.
Click here for

information on HP
Click here for
information on being
unable to upgrade
firmware on a DDS4/DAT40 autoloader.

Back to Top
Check if you are using more than two tapes a day
Action recommended
Check if you are using more than two tapes a day. Your drive
Additional
information
Additional
information
Action recommended
cannot be support by HP if your duty cycle is >12% (more
than two tapes per day).
Back to Top
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.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Media care and cleaning information
Action
recommended
Click here for a DDS media compatibility matrix.
Click here for information DDS media care.
More information on
DDS media.
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
Action
recommended
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).

Back to Top
Action
recommended
Contact HP Support.


Back to Top
Performance issue
1.
2.
3.
4.
5.
Check performance using HPTapePerf.

Performance troubleshooting steps.
Check drive using Library and Tape Tools.
Additional help on performance and using HP Performance Assessment Tools.
Performance troubleshooting details

Check performance using HPTapePerf
Action recommended
Click here for information on performance

Check performance using
troubleshooting and using performance assessment
HPTapePerf.
tools.
Back to Top
Performance troubleshooting steps
Action recommended
Action recommended
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).

Check the compression ratio

achieved on the drive.

Click here for information on data
compression.
Check the performance of the

server using HP PAT test.

troubleshooting and using performance
assessment tools.

Check for other peripherals on the
same bus.
Check the SCSI adaptor set up.

Check for the use of push agents.

Check for the use of virus

detection software.

Check the media usage, old media

can cause degraded performance. Click here for information DDS media care.
Click here for information on ensuring a
long life for the HP DAT product.
Back to Top
Check drive using Library and Tape Tools
Action recommended
Additional
information
Click here for
information on HP
Additional
information
Action recommended
Library and Tape

Tools.
Run the Read/Write test in L&TT. Check ERT performance

in the support ticket.
NOTE:
affected.
Back to Top
Additional help on performance and using HP Performance Assessment Tools
Action recommended
DAT, DLT, DLT1 and DLTVS80
Performance (Capacity and Speed).
Information on performance
troubleshooting and using
performance assessment tools.

compression.
troubleshooting and using performance
assessment tools.

Back to Top
Action
recommended
Contact HP Support.

Back to Top
Capacity loss issue

1.
2.
3.
4.
5.
Check compression.
Check media type.
Check file system for zip files.
Check performance of drive using Library and Tape Tools.
Capacity loss troubleshooting details

Check compression
Action recommended
Surestore DAT, DLT, DLT1 and
DLTVS80 Performance (Capacity and
Speed).
Check the compression ratio achieved on

the drive (always enable hardware
compression and disable software
compression.
compression).

performance troubleshooting and
using performance assessment tools.
Back to Top
Check media type
Action recommended
Check correct media type is being
used.
matrix.

Back to Top
Check file system for zip files
Action recommended
Check file system for zip files (you can't compress zip
files, jpeg files, audio files, etc).
Back to Top
Additional
information
Check performance of drive using Library and Tape Tools

Additional
information
Action recommended
Run the Read/Write test in L&TT. Check ERT performance
in the support ticket.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Action
recommended
Contact HP Support.


Back to Top
Load/unload issue
1.
2.
3.
4.
5.
6.
7.
Check that media can be loaded into the drive.

Check if the media is ejected after insertion .
Check if tape is stuck in the drive (not visible behind the door).
Check if the media is stuck in the drive (door partially open) .
Check if your drive is repeatedly trying to eject media.
Check if your media is ejecting after backup.
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.
Check the cartridge is being loaded in the correct

orientation.
Click here for
information on how
to detect a damaged
DDS cartridge and
what symptoms
would be seen.
Inspect media and SCSI cables, and discard if faulty or

damaged. Check media for the following:
Damage
Usage in incorrect environment
o
o
o
o
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
for the HP DAT
product.
Run Device Analysis Test from Test drop down menu in

HP Library and Tape Tools (L&TT). Follow any
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Action recommended
Additional
information

For older DAT24 drives be aware that using excessive
force when inserting the media can cause damage to the
drive. This damage may lead to the drive needing to be
exchanged. This issue is not present on newer DAT24
drives
Click here for

information on
calling HP and other
ways to contact HP
for technical support.

Back to Top
Check if the media is ejected after insertion
Action recommended
Additional
information
Try loading a tape into the tape drive. If the tape loads,
but then ejects again, follow the steps listed below.
Check correct media is being used.
Click here for a DDS

media compatibility
matrix.
Check the cartridge is being loaded in the correct

orientation
Click here for
information on how
to detect a damaged
DDS cartridge and
Inspect your Media and SCSI cables, and discard if faulty
what symptoms
or damaged. Check for the following:
would be seen.
o
o
o
o

Damage.
Usage in incorrect environment.
Click here for

information on
visually inspecting
HP DDS media.
Click here for
information on DDS
media label
Action recommended
Additional
information
placement.
Click here for
information DDS
media care.
Click here for
information on
for the HP DAT
product.
Click here for

Insert a cleaning cartridge into the drive and wait for the information on
clean to take place. The tape is ejected at the end.
for the HP DAT
product.
Check your media usage (old media can cause degraded

performance). Replace the data tape with a new tape, it
may be worn or at end of life.
Click here for

information on HP
Surestore DAT, DLT,
DLT1 and DLTVS80
Performance
(Capacity and
Speed).
Run Device Analysis Test from Test drop down menu in

HP Library and Tape Tools (L&TT). Follow any
NOTE:
Click here for
information on HP
Library and Tape
Tools.
Back to Top
Check if the media is stuck in the drive (not visible behind door)
Action recommended
Additional
information
Check if the media is stuck in the drive (not visible

behind door).
Click here for

information on media
jammed and unable to
eject.
Try a forced eject to remove the media (press and

hold in the Eject button for 10 seconds). Allow one
minute for the tape to eject.
Click here for

eject.
Test media in L&TT using Media Validation Test from

Tests drop down list.
Run Device Analysis Test from Test drop down menu
in HP Library and Tape Tools (L&TT). Follow any
NOTE:
affected.
If the tape ejects, inspect the media and discard if

faulty or damaged. Check for the following:
o
o
o
o

Damage.
Click here for

information on HP
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
Action recommended
Additional
information
Click here for
care.
Click here for
DAT product.
If the tape ejected, use the Read/Write test and the

Device Analysis test in L&TT with new media to check
that the drive is now working normally.
NOTE:
affected.
If tape did not eject, see "Stuck Tape
Troubleshooting" for further troubleshooting help.
Click here for

information on HP
See the "Stuck Tape

Troubleshooting"
section.

Back to Top
Check if the media is stuck in the drive (door partially open)
Action recommended
If the media appears to be stuck in the drive, check if
the drive door is partially open.
Try lifting the door and removing the media:
o
Additional
information
Click here for
eject.
Click here for

information on calling
Check if the door sticks while opening.
HP and other ways to
If it does contact HP support for help regarding
contact HP for technical
possible flash on the top of the front door, you
support.
may need a new front panel.
Action recommended
o
Additional
information
Check if the door is obstructed for any

reason (labels fallen off tapes, etc). Remove
any obstruction if possible.
If the door opens smoothly when lifted,
there is no obstruction preventing the media
from ejecting, and the tape is visible, try
removing the tape by gently pulling it out of
the drive by hand.
Click here for
cartridge and what
symptoms would be
seen.

Damage.
o
o
o
o
Click here for

inspecting HP DDS
media.
Click here for
information on DDS
Click here for
care.
Click here for
DAT product.

NOTE:
Click here for

information on HP
Additional
information
Action recommended
affected.
See the "Stuck Tape

Troubleshooting"
section.

Back to Top
Check if your drive is repeatedly trying to eject media
Action recommended
If the media appears to be stuck in the drive, check if
the drive door is partially open.
Additional
information
Click here for
eject.
Try lifting the door and removing the media:

o
Check if the door sticks while opening.

If it does contact HP support for help regarding
possible flash on the top of the front door, you
may need a new front panel.
Check if the door is obstructed for any
reason (labels fallen off tapes, etc). Remove
any obstruction if possible.
If the door opens smoothly when lifted,
there is no obstruction preventing the media
from ejecting, and the tape is visible, try
removing the tape by gently pulling it out of
the drive by hand.

o
o
o
o

Damage.
Click here for

information on calling
HP and other ways to
contact HP for technical
support.
Click here for

cartridge and what
symptoms would be
seen.
Click here for
inspecting HP DDS
media.
Click here for
information on DDS
Additional
information
Action recommended

Click here for
care.
Click here for
DAT product.
NOTE:
affected.
Click here for

information on HP
See the "Stuck Tape

Troubleshooting"
section.

Back to Top
Check if your media is ejecting after backup
Action recommended
Additional
information
If your media is ejecting after the back-up, check the

back-up application settings.
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Additional
information
Action recommended

affected.
Back to Top
Action
recommended
Contact HP Support.


Back to Top
Installation/configuration issue
1.
2.
3.
4.
5.
6.
7.
8.
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.
Check for Operating System or application issues.
Installation/configuration troubleshooting details

Check tape drive and server compatibility
Action recommended
Check the tape drive/server combination is

supported.
Click here to visit

Check if an additional SCSI controller card,
Click here to visit
Action recommended
power supply or fan module are required.

Back to Top
Check server hardware compatibility
Action recommended
Check if the hardware installed in the

server (like PCI cards etc) is compatible
with that Server.
Click here to visit

hardware compatibility with servers.

Back to Top
Check host operating system (O/S) compatibility with server
Action recommended
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.

Back to Top
Check backup software to device compatibility
Action recommended
Check if the backup software is

compatible with the tape drive.
Click here for information on HP tape

backup products compatibility.

Back to Top
Check driver is correct/loaded
Action recommended
Check driver is correct and
installed.
Back to Top
Click here for information on drivers and
operating systems.
Check connectivity with Library and Tape Tools

Additional
information
Action recommended
Check connectivity with HP Library and Tape Tools (L&TT).
Run Device Analysis Test in HP Library and Tape Tools
results.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Check for Operating System or application issues
Action recommended
Check for any other O/S or
application issues.
See the Software/Application Issue
troubleshooting section.

Back to Top
Action
recommended
Contact HP Support.


Back to Top
Read/write issue
1.
2.
3.
4.
5.
6.
Run Device Analysis Test in Library and Tape Tools.

Run Read/Write test in Library and Tape Tools.
Test media using Media Validation Test in Library and Tape Tools.
Check the drive has been cleaned.
Read/write troubleshooting details

Action recommended
Additional
information

results.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
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).
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Additional
information
Action recommended
affected.
Back to Top
Test media using Media Validation Test in Library and Tape Tools
Additional
information
Action recommended
(L&TT).
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Action recommended
ejected at the end.
Drives.

o
o
o

Damage

would be seen.
Action recommended

media.
media care.
DAT product.
Replace the data tape with a new tape, it may

be worn or at end of life.

media care.

strategy

DAT product.

Back to Top
Additional
information
Action recommended
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Action
recommended
Action
recommended
Contact HP Support.


Back to Top
Cleaning issues
1.
2.
3.
4.
5.
6.
7.
8.
9.
Check you are using a compatible cleaning cartridge.

Check you are following the correct cleaning process.
Check if amber Clean LED is flashing.
Check if amber Clean LED is triggered regularly despite cleaning.
If DAT8/24/40, check if the cleaning tape is ejected quickly (less than 20 seconds) after
If DAT72, check if the cleaning tape is held by the drive for more than 2 minutes after
Check if the amber Clean LED is on constantly.
Run Library and Tape Tools Device Analysis Test (and recalibration script for DAT24 drives).
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.
Back to Top
Check you are following the correct cleaning process
Click here for

information DDS
media care.
Action recommended
Additional
information
Clean the drive weekly by inserting a HP DDS cleaning

tape. This will keep the drive clean for maximum
Click here for
reliability. Do not clean the DDS tape drive too often
since this can reduce the life expectancy of the tape
care.
drive.
Click here for
cartridge and what
symptoms would be
seen.
Inspect your media and discard if faulty or damaged.

Check for the following:
o
o
o
o

Damage
Click here for

inspecting HP DDS
media.
Click here for
information on DDS
Click here for
care.
Click here for
DAT product.
Insert the cleaning cartridge into the drive and wait

for the clean to take place. The tape is ejected at the
end.
Click here for

information on the
clean light flashing on
DAT drives.
Click here for
information on the HP
DAT front panel LEDs.
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.
Introduce a regular clean into your backup strategy.
Click here for

DAT product.

Back to Top
Check if amber Clean LED is flashing
Action recommended

ejected at the end.
drives.

strategy.

DAT product.

Back to Top
Check if amber Clean LED is triggered regularly despite cleaning
Action recommended
Additional
information
Click here for
information on the
clean light flashing
on DAT drives.
Clean the drive five times.

Click here for
information on the
HP DAT front panel
LEDs.
Check frequency of cleaning in backup strategy.
Click here for

information on
for the HP DAT
product.
Check environmental conditions of drive and media

storage
Click here for

information DDS
media care.
Replace data tape with new tape, it may be worn or at

end of life.
Click here for

information DDS
media care.
Action recommended
Additional
information
If problems persist, run the Device Analysis Test in HP

Library and Tape Tools (L&TT). Follow any
NOTE:
Click here for
information on HP
Library and Tape
Tools.
Back to Top
If DAT8/24/40, check if the cleaning tape is ejected quickly after loading and the
green Tape LED is FLASHING
Action recommended
Additional
information
Click here for
information DDS
media care.

that 50 times.

test results.
Click here for

information on the
HP DAT front panel
LEDs.
Click here for
information on
for the HP DAT
product.
Click here for
information on HP
Library and Tape
Tools.
Action recommended
Additional
information
NOTE:
Back to Top
If DAT72, check if the cleaning tape is held by the drive for more than two minutes
after loading and the green Tape LED is FLASHING
Action recommended
Additional
information
Eject the cleaning tape using the Eject button (later

firmware will retain the cleaning tape, including premerger Compaq drives)
Click here for

information on the
HP DAT front panel
LEDs.

than 50 times
Click here for

information DDS
media care.
Click here for

information on
for the HP DAT
product.

test results.
NOTE:
Click here for

information on HP
Library and Tape
Tools.
Action recommended
Additional
information

Back to Top
Check if the amber Clean LED is on constantly
Action recommended
Additional
information
REASON: The drive has experienced a hard failure.
Click here for

information on the
HP DAT front panel
LEDs.
Power cycle the drive to see if it recovers normally.
Click here for

information on
for the HP DAT
product.

test results.
NOTE:
Click here for
information on HP
Library and Tape
Tools.
Back to Top
Run Library and Tape Tools Device Analysis Test (and recalibration script for
DAT24 drives)
Additional
information
Action recommended
results.
Run the recalibration script for DAT24 drives.
NOTE:
affected.
Click here for

information on HP
Library and Tape
Tools.

Back to Top
Action
recommended
Contact HP Support.


Back to Top
Broken/wrong/missing part issue

1. Information on part numbers.
Broken/wrong/missing part troubleshooting

Information on part numbers
Action
recommended
Action
recommended
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.

Back to Top
Action
recommended
Contact HP Support.


Back to Top

DAT 72 Serv Guide

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HP StorageWorks DAT - Troubleshooting for HP

StorageWorks DAT8, DAT24, DAT40, and DAT72

Troubleshooting issue symptoms

Field Code Changed

12. Decode driver errors.

Software/application troubleshooting details

Click here for

This problem only relates to the Q1546A product, no other

Back to Start of Section

Compare driver properties like version

Click here for information on drivers

Back to Start of Section

Check Control Panel, then

Click here for information on tape drive

Select the correct SCSI adapter

Click here for information on tape drive

Back to Start of Section

Back to Start of Section

Click here for information on tape

Click here for information on tape

Click here for information on tape

Remove native drivers and run the

Click here for information on tape

If Microsoft service pack installed you

Click here for information on tape

For Proliant Servers re-run Softpaq on

Click here for information on tape

Click here for information on tape

Back to Start of Section

Windows 2000 is plug and play so be aware of its

Click here for information

Check if the drive is detected and check the driver

Click here for information

Back to Start of Section

Back to Start of Section

Click here for information on

RSM can cause problems in backup including

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If an issue with RSM is suspected then a

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Check if you have a Netware Operating System issue

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

Click here for information on TapeWare

Check for Windows 2002/Tapeware

Click here for information on Installing

Check for Error 1506 when starting

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If Windows 2000, check for problems

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Check if clean option is greyed out.

Click here for information on the Clean

Check for other common issues with

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Check if you have an Arcserve issue

Check compatibility with

Click here to visit www.hp.com/go/connect.

Check if after replacing a drive,

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