FAQ (Frequently Ask Questions)

NB: These are some of the most frequently asked questions that have been requested throught the support centre if they do not help in your case please visit the product specific page (below) or visit the manufactures web site.

::: Nexsan
::: Plasmon
::: Qualstar
::: Raidtec
::: Seac Banche

So what are the most common faults seen in general operations
If the statement "99.99% of faults are occurred by software" is not your case some of the following hardware and application software issues maybe of help.

Please ensure you read the recommended reading material (User manual and Technical Reference Guide) before contacting Austor to log a support call.

::: SCSI ::: Operating System ::: Applications :::

SCSI (Small Computer System Interface): SCSI (Not Fibre or iSCSI) the connectivity issues associated with SCSI can come from any of the following areas:

SCSI Controllers - types of SCSI controller's manufactures available?

• Adaptec (www.adaptec.com)
• ATTO (www.attotech.com)
• Abit
• Tekram
• LSI Logic
• QLogic

Unable to see the SCSI device:

• SCSI cable Quality - a good quality cable that is well shielded from interference will ensure that communications are correct. (Also ensure that the right connector fits the external SCSI plugs of both the server controller and the SCSI device)
  
• SCSI cable length - No mater what the manufactures specifications are in relation to SCSI cable lengths 'the shorter the better'. To find out the correct length of the SCSI cable for your device visit the manufactures site (read relevant material 'user guide') and visit SCSI Trade Association (sta.org).
  
• Device internal SCSI cabling - Take into account the internal SCSI cabling of the jukebox/library when deciding on the connecting cable.  Check with Austor to determine the maximum length of cable that can be used.
  
  
• SCSI termination - SE, Wide, UW, LVD, HVD, etc all SCSI devices need correct termination on both ends of the SCSI chain. Most SCSI controllers manufacture today will provide electronic termination on the SCSI controller. This means that the other end where your internal/External devices are to be connected have to have some form of termination. If there is poor termination the following may occur:
  >Unable to see the device
  >Multiple devices on the bus (there is physically one device but the OS will install 2 or more of the same device)
  >Transfer speeds will drop (depending on the type of controller)
  >Lost communication during peak periods (i.e. when a CD/DVD will be writing). This is not 'buffer under run' error (please reference software manual for answer to buffer related issues).
  
• SCSI ID's - each device on the SCSI bus has a unique ID that differentiates it with other devices on the SCSI bus (including the SCSI controller commonly SCSI ID# 7). Most operating systems will assume that there are bootable devices with ID's of 0 and 1. Therefore, we recommended that you place devices such as tape libraries, tape drives, CD/DVD/MO/UDO drives and robotic controllers (including plasmon jukeboxes) out side 0 and 1 i.e. 3, 4, 5, and 6.
  
• Do you see SCSI devices under SCSI POST? - many SCSI controllers offer boot interfaces at POST (Power On Self Test) that allow users to see what SCSI devices are connected prior to booting into the Operating System of choice. Being able to see the devices at this point is one of the best troubleshooting methods.
  NB: Running the SCSI controller under MAC and UNIX environments, will not offer this feature until the OS has launched. IBM and x86 systems should support this feature without trouble.
  
• Supported SCSI controllers - The recommended SCSI controller for your environment is dependant on a number of different environmental variables including:
  >Platform Architect (32, 64, 128bit)
  >Operating System - many operating systems will support different devices
  >Onboard SCSI controllers - We have experienced inherent compatibility problems associated with on-board SCSI controllers (server manufactures; Compaq, HP, Dell, IBM, Acer, etc). This also applies with OEM (Original Equipment manufacture) SCSI controllers. Because both items are not a generic chipset the manufacture may change some settings on the robotic side and as a result will not test and cover the support of these OEM controllers and chipset's. (check with the server manufacture, device manufacture and the software manufacture for compatibility details)
  
• Fibre Connectivity - LUN (Logical Unit Number), WWN (World Wide Name), and Topology, will affect connectivity in Storage Area Networks. Ensure that the switch/router/hub/HBA (Host Bus Adapter) is on the supported device list and there are no conflicts on the network.
  NB: Storage management software utilities are a great advantage in troubleshooting devices on a SAN (Storage Area Network). Due to the nature of SAN auto discovery plays a major role and as long as there are no conflicts, there should be no major issue with seeing any device on the SAN including jukeboxes and tape libraries.
  

The Operating System can not see the device or communicate

Windows Environments:

• RSM (Removable Storage Manager) - Windows 2000/2003 includes a service known as Removable Storage Manager (RSM). This service is designed to take ownership of devices that are connected the system at boot including CD, DVD, tape, Firewire (1394), USB, etc.
  In order for applications (backup software, robotic management, HSM, etc) to correctly run the robotic device, you need to disable RSM at boot.
  You need to disable the RSM service, to stop it taking control of the library (robotics and drives) when the server/PC boots. This is the preferred method of installing applications.
  
• Running RSM and Robotics together - If there is a requirement to run RSM and a robotic library, simple install the application first before attaching any hardware. Shutdown the server and install your chosen hardware. When the hardware has been installed and you can see the device at SCSI POST, the application will assume control prior to RSM. If you are still experiencing problems getting both application and hardware to talk visit Microsoft's support site. (Delay the service at boot - giving time for the robotic application to take control prior to RSM)

MAC

• Support for SCSI controllers - From our experience and responses from resellers the SCSI controller support for MAC OS is very poor. Major vendors such as Adaptec have pull all support out for many SCSI controllers and for this reason we recommend using ATTO SCSI controllers in a MAC environment.
  Many application sites (for example www.retrospect.com) will supply an up-to-date list of supported SCSI controllers for different revisions of MAC OS.

UNIX and Linux

• I can not see my device (I can only see my robot and no drives) - In most cases if there is no physical issue (the SCSI cable is poorly seated or there is a SCSI ID conflict), the fault will come from drives and support for the firmware revision currently released.
  To overcome such a problem, ensure that all of the most recent drivers & driver-kits have been applied to the Operating System, SCSI controller and Application. Then ensure that the drive and the revision of the product are supported by both the manufacture and the OEM-er.
  
  

Plasmon Diamond Storage Manager

• Can not see device - refer to SCSI FAQ
• My Demo license has run out and i can no longer get the 'machine ID' - When Diamond is run as an 'Application' or 'Service' the Machine ID can be located through the web GUI or JCP (Jukebox Control Program\Status\Software). If the software license has passed its 28 day evaluation license you can obtain the 'Machine ID' from the following location;
  
  (Root Directory default C:\) C:\Winnt\manger.log
  
• Diamond will not run as a Service or Application - What error message is it giving? If the error message is only viewable for a few seconds it is recorded in a log located at:
  
  (ROOT DIR) C:\WINNT\manager.log
  
• I have changed the password for the web GUI and lost it - there is no recovery option for the loss of the web GUI password. The only solution is to copy the media library DB, config files and reinstall the Diamond Software. This will install the default password.

Veritas Backup Exec and Net Backup Version 9.1

• Can not see device - Refer to SCSI FAQ and RSM
  
• When tape drive goes offline faults start - many customers have been experiencing an issue when tape drives are reported to be offline. When the drive is made available again Veritas thinks that the reconnected drive is new. Veritas has released a patch for this issue (The software does not keep track of the serial number). The following link has the patch for Backup Exec 9.1 for Windows Servers revision 4691:
  
  http://seer.support.veritas.com/docs/267682.htm

Plenty more FAQ's scheduled to be released on the web site (see Version page for release dates)