Failed Loads

If you are experiencing a tape which is failing to load correctly, check that the leader pin is attached and properly seated by carefully opening the cartridge door and observing the pin's placement.



Inspect the cartridge case, the cartridge door, and the write-protect switch for damage.

 
Inspect the rear of the cartridge and ensure that there are no gaps in the seam of the cartridge case. If there are gaps, the leader pin may be dislodged.

Try loading or unloading another tape cartridge:

  • If the load fails on a new cartridge then request the drive log from SymplyATOM
  • If it is successful, discard the cartridge that originally failed. 

Failed Unloads / Stuck Cartridges

Best practice is for the backup or archive application (or an application such as ITDT or SymplyATOM) to be used to unload tapes from the tape drive.  This should be tried first before any attempt to reset the drive to eject the tape. 



Things to try before a reset: (Reset by holding down Eject button for 15 seconds)

  1. put the drive in [maintenance mode], this will trigger the a tape to be ejected
  2. dump the logs using SymplyATOM or ITDT, this should also trigger a tape eject
  3. carry out a drive reset. Once the process has completed try eject via application or the Eject button (hold for 5 seconds)
  4. if the reset fails move to a complete power cycle. Once the process has completed try eject via application or the Eject button (hold for 5 seconds).  
  5. if that does not free the tape then after the power cycle repeat process 1 or 2, after the hard restart.
  6. repeat the hard reset process several times, if the processes is not successful.  Make sure to power off the LTO drive and leave it off for a few hours between the power cycles.   


If there is a tape in the drive at the time of a Reset operation (holding down the Eject button for 15 seconds) this will then cause an extended POST process and the SCD will count down from 9, 8, 7, 6, 5, 4, 3, 2, 1, this can take some time (up to 45 mins), the tape drive must be left on. Sometimes the drive will error out during the count down most typically to [EC 6] or [EC 7] for tape drive or media errors.


If nothing works then the drive will have to be returned to us for service


If you have any questions please submit a [support ticket]