HP StoreEver TapeAssure Software - Manual (Page 81)

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Information ( ) – something to be aware of but no action is needed.
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Note ( ) – the system is still operational but corrective/maintenance action is advised.
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Error ( ) – there is a problem that needs attention. The system may not be operational.
You can see what L&TT is trying to tell you very quickly by following the highlights – for example,
keep clicking on the hierarchy until the line with the highlight is fully expanded. If you want to look
through the rest of the ticket for more information about the operation of the drive, refer to the
following sections.
System information
When a ticket is first opened the system information is shown, along with the top level links for the
devices. Much of the information is self explanatory, including the model type, operating system,
and processor type, but there is also information about background services and driver revision
that can impact the performance of your tape system.
The system configuration section covers the related services that have been detected on the system,
such as Windows RSM and the Insight Management agents. Any items of concern are highlighted.
Figure 19 Support ticket System Configuration section
When troubleshooting, check for:
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Tool version — the version of L&TT that the ticket was pulled with. The raw data doesn’t change
much over time but HP recommends using the latest version of L&TT for both pulling and
viewing tickets.
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Active services, such as Windows RSM or the Insight Management agents.
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Old driver revisions – the most current drivers should always be used
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HBA configuration issues – known issues that L&TT can detect are flagged
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Running backup applications and services – can prevent L&TT from having full access to the
device. When possible turn these off while using L&TT
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Too many (or unexpected) devices on an HBA
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Unexpected or missing devices
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Unexpected addressing
Understanding LTO support tickets 81