Spectra Logic Computer Accessories RXT150 User Manual
™
®
Spectra RXT  
Troubleshooting Guide  
• Spectra RXT150  
• RXT Media  
PN 90960005 Revision A  
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Notices  
Spectra Logic Corporation: Contact Information  
United States Office  
European Office  
Spectra Logic Corporation  
Spectra Logic Europe Limited  
Mailing  
Address  
Mailing  
Address  
1700 N 55th Street  
Boulder CO 80301  
USA  
Magdalen Centre  
Robert Robinson Avenue  
Oxford Science Park  
Oxford  
UK OX44 7 RW  
(800) 833-1132 or (303) 449-6400  
(303) 939-8844  
+44 (0) 870 112 2150  
+44 (0) 870 112 2175  
Phone  
Fax  
Phone  
Fax  
Web Site  
http://www.SpectraLogic.com  
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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.  
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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15  
Resetting the RXT150 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20  
Chapter 3. Troubleshooting RXT Media  
22  
Before Replacing Disk Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23  
Replacing a Disk Drive in  
Silver and Green RXT Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25  
Replacing a Disk Drive in Gold RXT Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34  
Finish . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36  
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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 Media Repair Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42  
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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 describes the configuration and use of the Spectra  
RXT150, including installation, configuration, and use.  
• The Spectra RXT150 Release Notes provides the most up-to date information about  
the RXT150, including information about the latest firmware releases.  
• The Spectra RXT SCSI Differences Guide outlines differences between RXT SCSI  
commands and LTO-2 (Ultrium-TD2) commands.  
Conventions Used In This Guide  
This guide highlights important information with the following conventions:  
Note: Provides additional points or suggestions.  
Caution: Provides information about how to avoid damage to equipment.  
Warning: Describes ways to avoid personal injury.  
This guide uses a caret (>) to describe a series of menu selections.  
For example:  
Select Configuration > Network.  
means:  
Select Configuration, then select Network.  
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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 is, if a problem prevents the pack  
from ejecting), try one of the following procedures:  
• First, try using the Force Eject utility, as described on page 9.  
• Next, try holding the Load/Unload button, as described on page 10.  
• If the Load/Unload button has no effect, you can try using an Allen wrench for a  
manual eject, as described on page 11.  
Caution: If the RXT media pack fails to eject after attempting these  
methods, contact SpectraGuard Technical Support for assistance.  
Do not try other methods of forcing the RXT media out of the  
RXT150.  
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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, the RXT media pack ejects from the RXT150,  
and the Load/Unload RXT Media Pack screen appears, confirming that the  
pack is not longer loaded.  
• If this operation is not successful, the RLC presents an error. Proceed to  
Holding the Load/Unload Button on page 10.  
6. Select Finish to complete the operation.  
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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.  
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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).  
5. Carefully turn over the RXT150 again so that it is right side up.  
Figure 2-3 The four screws on the bottom of the unit.  
6. Use a #2 Phillips screwdriver to remove the three screws on the outer edges  
of the back of the cover (Figure 2-4).  
7. Carefully remove the cover by lifting it straight up and off the chassis.  
Figure 2-4 The three screws on the back of the unit.  
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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 three screws on the back.  
12. Carefully turn the unit over and secure the four screws on the bottom.  
13. Turn the RXT150 right side up again and return it to operation.  
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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 (Figure 2-6).  
Messages Icon  
Figure 2-6 The Messages icon on the status bar.  
The Messages icon shows RXT150 and RXT media status, using these designations:  
Meaning  
Symbol  
Description  
A check mark in green  
Functioning correctly.  
An i in blue  
Check messages for information.  
Check messages for status.  
Check messages for error.  
An exclamation point in yellow  
An X in red  
When you select the Messages icon on the status bar (Figure 2-6), the System Messages  
screen appears. Read the message(s), and follow any recommended steps. If you need  
assistance, contact SpectraGuard Support.  
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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  
Powering On  
Resolution  
Status message that the drive is powering on; no action is required.  
Booting  
Waiting  
Status message that the drive is booting up; no action is required.  
Status message that the drive is processing; no action is required.  
It could be the RXT media pack; try removing the pack and reloading.  
It could be the RXT150; try cycling the power on the RXT150.  
1
Cooling Problem  
2
3
4
Firmware Error  
RXT150 Hardware Error  
Media Hardware Error  
Before rebooting, gather traces and debug files using the Web  
interface or the serial interface. Send the error message and diagnostic  
results it to SpectraGuard Support.  
RXT150 or RXT Media  
Hardware Error  
5
6
7
RXT150 Hardware Warning  
Media Hardware Warning  
Before rebooting, gather traces and debug files using the Web  
interface or the serial interface. Send the error message and diagnostic  
results it to SpectraGuard Support.  
RXT150 or RXT Media  
Hardware Warning  
8
9
Before rebooting, determine which drive is impaired and send trace  
and debug files to SpectraGuard Support.  
Media Degraded Mode  
Before rebooting, gather traces and debug files through the Web  
interface or serial interface. Send the error message and diagnostic  
results it to SpectraGuard Support.  
RXT150 Configuration  
Warning  
A
B
Media Firmware more  
current than RXT150  
Firmware  
Upgrade the RXT150 firmware to the more current firmware level.  
Media Reformatting  
Necessary  
C
D
E
Contact SpectraGuard Support to determine if there is a hardware or  
firmware problem; the RXT media pack may need reformatting.  
Media Reconstructing  
RXT150 Firmware Upgrade  
Necessary  
Upgrade the RXT150 firmware to current level.  
Wait until the firmware file has upgraded.  
RXT150 Firmware Upgrade In  
Progress  
F
RXT150 Firmware Upgrade  
Failed  
Attempt to upgrade again. If the second attempt fails, e-mail  
SpectraGuard Support with trace and debug files.  
G
Debug logs about the application failure are located on the RXT media;  
you may want to save the logs to send to SpectraGuard Support.  
You can continue using the RXT150.  
Communication Application  
Failed  
H
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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 administrator privileges have access to all  
diagnostics.  
Capturing Debug Files with the Web Interface  
1. Log on to the Web interface as Administrator.  
2. Select Maintenance > Tools; the RXT Utilities screen appears (Figure 2-7).  
Figure 2-7 The RXT Utilities screen.  
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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 you  
want to save the file(s), then select Save.  
This creates a zip file with debug information that you can send to SpectraGuard  
support.  
If you want to see the debug file information, see Viewing Debug Files on the  
Web Interface on page 17.  
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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, see Capturing Debug Files with the Web  
Interface on page 15.  
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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 host to the RXT150.  
2. Open TeraTerm, or a similar terminal emulation program.  
You may need to press the Enter key on your keyboard to display a command  
prompt.  
3. Type cnDiagnosticShell, then press the Enter key on your keyboard. The  
RXT Drive Diagnostics Main Menu (Figure 2-10) displays.  
Figure 2-10 The RXT Drive Diagnostics Main Menu.  
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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.  
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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 Serial Interface on page 21  
Resetting the RXT150 with the Digital Display  
1. Make sure that an RXT media pack is not loaded.  
2. Make sure that the display is in ready mode; the display  
Display  
blank is and the LED in the lower right corner flashing  
slowly and steadily.  
3. Press Select to display A, then press Load/Unload  
Select  
repeatedly to  
display J.  
Load/  
4. Press Select to continue with the task. The next character  
Unload  
to  
display is a question mark (?).  
5. Press Load/Unload; an N for No displays.  
6. Press Load/Unload; a Y for Yes displays; press Select.  
The reset takes several minutes. During this time, the display shows a  
sequence of characters, then the RXT150 reboots. The RXT150 is  
reset and ready to use when the display returns to ready mode.  
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Chapter 2. Troubleshooting the RXT150  
Resetting the RXT150 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  
Resetting the RXT150  
1. Connect a serial cable from the host to the RXT150.  
2. Open TeraTerm, or a similar terminal emulation program.  
(HyperTerminal is not recommended for use with the RXT150.  
3. Press the Enter key on your keyboard to display a command prompt.  
4. Type cnDiagnosticShell, then press the Enter key on your keyboard. The  
RXT Drive Diagnostics Main Menu (Figure 2-10) displays.  
Figure 2-12 The RXT Drive Diagnostics Main Menu.  
5. Type 6, then Enter; a prompt appears, asking you to confirm the reset.  
6. To confirm the reset, type Y, then Enter. In less than 30 seconds, the RXT150  
reboots; it should come to ready mode again in the normal time frame of 20  
seconds to two minutes.  
To escape the reset process, type N, then Enter.  
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3 Troubleshooting RXT Media  
This chapter reviews how to replace a failed hard drive inside of an RXT media pack.  
Caution: Only replace a disk drive in an RXT media pack under the  
direction of SpectraGuard support staff.  
Caution: A RAID 0 RXT media pack requires reformatting. Reformatting  
the RXT media pack destroys any user data that currently exists  
on the disks in the RXT media pack.  
Before you begin, be sure to read the following:  
• Before Replacing Disk Drives on page 23, and  
• Preparing to Replace a Failed Disk Drive on page 24.  
Media Pack Types  
Before replacing a disk drive in an RXT media pack, note the type of media pack you  
have: Gold, Silver, or Green.  
Specifications  
Specifications a  
Height  
Gold RXT Media  
2.4 in. (6.1 cm)  
Silver RXT Media  
2.4 in. (6.1 cm)  
Green RXT Media  
2.4 in. (6.1 cm)  
Width  
4.6 in. (11.7 cm)  
4.6 in. (11.7 cm)  
10.1 in. (25.7 cm)  
Two 3.5-inch Drives  
4.6 in. (11.7 cm)  
13.8 in. (35.1 cm)  
Four 3.5-inch Drives  
Depth  
10.1 in. (25.7 cm)  
Twelve 2.5-inch Drives  
Disk Drives  
a. Specifications are subject to change at any time without notice.  
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Chapter 3. Troubleshooting RXT Media  
Before Replacing Disk Drives  
Cautions  
Caution: Only replace a disk drive on the direction of SpectraGuard  
Support. Contact SpectraGuard Support if the Web interface or  
an LED indicates that a disk drive has failed.  
.
Figure 3-1 System message indicating an RXT media disk drive problem.  
Caution: Only use Spectra-Logic-approved drives for replacement. To  
order new drives, see Contacting SpectraGuard Support on  
page 37.  
Caution: Hard drives are extremely vulnerable once removed from an  
RXT media pack. Electro-static discharge (ESD) is a risk, and the  
drives are very susceptible to shock and vibration damage.  
When handling the disk drives, be sure to use care.  
Always set them down gently on flat surfaces, and place them  
flat-side-down to keep them from being knocked over.  
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Chapter 3. Troubleshooting RXT Media  
Preparing to Replace a Failed Disk Drive  
To prepare for the replacement of the failed disk drive, follow these steps.  
1. Log on to the RXT150 Web interface  
2. Select Maintenance > Tools > Get RXT Media Pack Drive Status; the Get RXT  
Media Pack Drive Status Utility screen displays (Figure 3-2).  
Drive  
Serial  
Number  
Color  
indicates  
status  
12 disk drives  
in this pack  
(Gold Media)  
Figure 3-2 The Get RXT Media Pack Drive Status Utility screen.  
The display indicates the number of disk drives in the pack and their serial  
numbers.  
The expected mapping of the disk drives should be green (Optimal). If you have  
a disk drive error, the disk drive background is Red (Failed), Yellow (Missing),  
or Orange (Incorrect Size).  
3. Write down the serial number of the disk drive with a problem.  
4. Contact SpectraGuard Support, as outlined on page 37.  
5. Proceed only after support has directed you to replace a failed drive, and after  
you have procured an approved drive from Spectra Logic.  
6. Shut down all backups to the RXT150.  
7. Eject the RXT media from the RXT150.  
8. Depending on your RXT media type:  
• For Silver or Green RXT media, proceed to Replacing a Disk Drive in Silver  
and Green RXT Media on page 25.  
• For Gold RXT Media, proceed to Replacing a Disk Drive in Gold RXT Media  
on page 34.  
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Chapter 3. Troubleshooting RXT Media  
Replacing a Disk Drive in  
Silver and Green RXT Media  
Use this process to replace a 3.5-inch disk drive in Silver and Green RXT media.  
Opening the Media Pack  
1. Carefully turn the RXT media pack upside-down.  
2. Use a #1 Phillips screwdriver to remove the screws that secure the pack’s bottom  
(Figure 3-3 and Figure 3-4).  
Figure 3-3 An Silver RXT media pack with four screws to remove.  
Figure 3-4 An Green RXT media pack with six screws to remove.  
3. Remove the bottom panel and set it aside.  
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Chapter 3. Troubleshooting RXT Media  
4. Remove the electro-static discharge (ESD) panel (Figure 3-5) by lifting up first  
from the end with the overlapping tab (A), then sliding the panel out from the  
other end of the media pack (B).  
A
B
Figure 3-5 Removing the ESD panel (Silver media pack shown).  
5. Carefully turn the RXT media on its side so that you have access to one side of  
the pack.  
6. Proceed to Disconnecting the Disk Drive on page 27.  
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Chapter 3. Troubleshooting RXT Media  
Disconnecting the Disk Drive  
1. Use a #2 Phillips screwdriver to remove the two screws closest to the open side  
of the pack (Figure 3-6).  
Figure 3-6 The screws on one side of a Silver RXT media pack.  
On Green RXT media, do this only for the drive—or the drive above the drive—  
that you are replacing (see Figure 3-7).  
If you are removing this drive or the one  
beneath it, remove these two screws.  
If you are removing this drive or the one  
beneath it, remove these two screws.  
Figure 3-7 The screws on one side of a Green RXT media pack.  
2. Carefully turn the pack over to its other side and repeat Step 1.  
Caution: The disk drive comes loose immediately when you loosen the  
last two screws; be sure to keep one hand on it so that it does  
not fall out of the pack.  
3. Gently lay the RXT media pack down, with the open side facing up.  
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Chapter 3. Troubleshooting RXT Media  
4. Use a #2 Phillips screwdriver to loosen the ESD resistor screw on the side of the  
disk drive (Figure 3-8).  
Figure 3-8 The ESD screw (Silver media shown).  
On Green RXT media, you may get to skip this step. See Figure 3-9.  
If you are replacing a  
disk drive on this end,  
you need to remove the  
ESD screw.  
Display  
If you are replacing a  
disk drive on this end,  
you do not need to  
remove an ESD  
screw; it is only  
present on the other  
drive.  
Pogo Pad  
Figure 3-9 Green RXT media.  
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Chapter 3. Troubleshooting RXT Media  
5. Use a #2 Phillips screwdriver to loosen the screw on the bracket that secures the  
connector to the disk drive (Figure 3-10).  
Caution: Take care not to  
damage the  
flex circuit;  
keep the cable  
as straight as  
possible.  
Figure 3-10 The bracket screw (Silver media shown).  
6. Carefully remove the bracket from the disk drive, sliding it first down the cable,  
then off (Figure 3-11).  
o
Figure 3-11 Sliding the bracket off the connector.  
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Chapter 3. Troubleshooting RXT Media  
7. Disconnect the disk drive connector (Figure 3-12) from the loose drive, then  
remove the disk drive from the pack.  
o
Figure 3-12 Disconnecting the disk drive connector.  
Note: If the failed disk drive is still in the pack (underneath the drive you  
just removed), then repeat Step through Step 7 for the other disk  
drive. The only step you do not have to repeat is the removal of  
the resistor cable; that is only on the one drive.  
30  
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Chapter 3. Troubleshooting RXT Media  
Installing the New Disk Drive in Silver and Green RXT Media  
1. Replace the failed disk drive with the new disk drive and plug in the disk drive  
connector.  
2. Carefully replace the bracket that secures the connector to the disk drive, sliding  
it first up the cable, then into place. It must sit flush against the disk drive  
(Figure 3-13).  
o
Figure 3-13 Replacing the bracket on the connector.  
3. Use a #2 Phillips screwdriver to tighten the screw that secures the bracket to the  
disk drive (Figure 3-14).  
Caution: Take care not to  
damage to the  
flex circuit;  
keep the cable  
as straight as  
possible.  
Figure 3-14 Securing the bracket to the disk drive.  
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Chapter 3. Troubleshooting RXT Media  
4. If the disk drive you replaced is the first drive that you could access when you  
removed the bottom of the pack, proceed to Step 5 below.  
If the drive you replaced is the drive underneath:  
• Carefully place the disk drive into the media pack.  
• Use a #2 Phillips screwdriver to tighten the four screws (two on each side)  
that attach it to the pack; make sure that the heads of the screws are flush  
with the side of the pack.  
• Repeat Step 2 and Step 3 for the next drive.  
5. Use a #2 Phillips screwdriver to tighten the ESD resistor screw on the side of the  
disk drive, then put the disk drive into place inside the RXT media pack.  
(This may not apply for Green media, depending on the drive you replaced.)  
Figure 3-15 Tightening the ESD screw.  
6. Secure the disk drive by tightening the screws in the side panels of the RXT  
media pack.  
Caution: Make sure that all side panel screws are flush with the side of  
the RXT media pack so that they do not interfere with loading  
and unloading the RXT media.  
7. Carefully turn the RXT media pack so that the open side faces up.  
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Chapter 3. Troubleshooting RXT Media  
8. Replace the ESD panel:  
• Slide the end with the cut-outs (Figure 3-16) into its place at the pogo-pad  
end of the pack (A in Figure 3-17).  
• Pinch the sides of the panel in (B in Figure 3-17) while pushing down (C in  
Figure 3-17) until the entire ESD panel lays flat in the pack.  
B
B
C
A
Figure 3-16 The cut-outs. Figure 3-17 Replacing the ESD panel.  
9. Replace the bottom plate on the pack, making sure that it matches up with the  
tabs on the ESD panel (Figure 3-18).  
Figure 3-18 Matching the bottom plate to the ESD panel.  
10. Use a #1 Phillips screwdriver to tighten the four or six screws that secure the  
bottom plate to the media pack.  
11. Proceed to Finish on page 36.  
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Chapter 3. Troubleshooting RXT Media  
Replacing a Disk Drive in Gold RXT Media  
Use this process to replace a 2.5-inch disk drive in Silver and Green RXT media.  
1. Remove the two screws on the side panel of the RXT media (Figure 3-19).  
Figure 3-19 The two side panel screws.  
2. Slide the side panel out.  
3. Locate the failed disk drive, which is labeled with the serial number you wrote  
down from the Get RXT Media Pack Drive Status Diagnostic screen (Figure 3-2 on  
page 24).  
4. Pull the disk drive out by its tab (Figure 3-20).  
o
Figure 3-20 Pulling out the failed disk drive.  
5. Replace the failed disk drive with the new disk drive.  
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Chapter 3. Troubleshooting RXT Media  
6. Slide the side panel’s metal tabs into the media pack’s slots (Figure 3-21).  
Caution: These tabs play a structural role in providing proper pressure  
on each of the disk drives in the RXT media pack.  
Confirm the orientation of the tabs before pressing the side  
panel into place; this way you can avoid damaging the disk  
drives or the tabs.  
B
A
Figure 3-21 The tabs on the side panel (A) match the slots inside the media pack (B).  
7. Gently push the side panel into place so that the screw holes all line up.  
8. Hold it in place while using a #1 Phillips screwdriver to tighten the screws  
(Figure 3-22).  
Figure 3-22 The cover in place.  
9. Proceed to Finish on page 36.  
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Chapter 3. Troubleshooting RXT Media  
Finish  
1. Load the RXT media pack into the RXT150.  
2. Select Maintenance > Tools > Get RXT Media Pack Drive Status. The RXT media  
drives should report as Optimal (green), as shown in Figure 3-23.  
All drives should  
appear green  
(unless spare).  
Figure 3-23 The Get RXT Media Pack Drive Status Utility screen.  
The RXT media pack automatically rebuilds itself when placed back into the  
RXT150. Note that the rebuild process can be lengthy, depending on the amount  
of data. During the rebuild, read/write operations will be slower than normal.  
Note: A RAID 0 RXT media pack requires reformatting; see below.  
Reformatting a Disk Pack  
Caution: Reformatting the RXT media pack destroys any user data that  
currently exists on disks in the RXT media pack.  
1. Select Maintenance > Tools; the RXT Utilities screen appears.  
2. Select Reformat RXT Media Pack, then select Run; the Reformat RXT Media Pack  
Utility screen appears.  
3. Select Next; the reformatting process may take several minutes to complete.  
4. Select Finished; the RXT Utilities screen reappears.  
36  
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4 Warranty and Repair  
This chapter reviews the RXT150 warranty and Spectra Logic’s repair policies and  
processes:  
• Contacting SpectraGuard Support on page 37  
• RMA Returns on page 38  
• RXT150 Repair Policy on page 39  
Note: This warranty applies only to the RXT150. It does not include RXT  
media.  
RXT Media Recommendation  
Spectra Logic recommends storing spare RXT media on site for facilities requiring  
immediate access to spare media to accommodate data growth or replace failed media.  
This practice is recommended for all media, including RXT media and tape cartridges.  
Contacting SpectraGuard Support  
800.227.4637 or 303.449.0160  
support@spectralogic.com  
United States and Canada  
Mexico, Central America, and South America  
Asia, Australia, and New Zealand  
303.449.0160  
support@spectralogic.com  
+44 (0) 870 112 2185  
gb-spectralogicsupport@kodak.com  
Europe, Africa, and the Middle East  
Note: Product documentation and knowledge base articles are available  
on Spectra Logic’s Web site at www.SpectraLogic.com/Support.  
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Chapter 4. Warranty and Repair  
RMA Returns  
Your technical support representative may ask you to return a problem component to  
Spectra Logic for servicing. To return an RXT150 or component for service:  
1. Obtain a Return Materials Authorization (RMA) number from a technical support  
representative; this number identifies the part on its arrival.  
2. Pack the component in its original shipping materials and as instructed by  
Spectra Logic.  
Note: If the component is improperly packed, the warranty is void.  
3. Send the component to the following address:  
Spectra Logic Corporation  
Attn: [RMA number]  
Suite B  
5571 Arapahoe Avenue  
Boulder, Colorado 80303  
USA  
Note: Be sure to reference the RMA number on your RXT150 or  
component, or its repair will be delayed.  
4. For follow-up on RMA items, contact SpectraGuard Support as listed under  
Contacting SpectraGuard Support on page 37.  
Shipping Information  
The following table lists the physical specifications for shipping purposes.  
Gold  
RXT Media  
Silver  
RXT Media  
Green  
RXT Media  
RXT150  
Height 5.9 in. (15.0 cm)  
2.4 in. (6.1 cm)  
2.4 in. (6.1 cm)  
4.6 in. (11.7 cm)  
2.4 in. (6.1 cm)  
4.6 in. (11.7 cm)  
Width  
Depth  
9.8 in. (24.9 cm) 4.6 in. (11.7 cm)  
13.5 in. (34.3 cm) 10.1 in. (25.7 cm)  
10.1 in. (25.7 cm) 13.9 in. (35.3 cm)  
4.7 lbs (2.1 kg) 8.4 lbs (3.8 kg)  
6-Drive Pack: 4.1 lbs (1.9 kg)  
12-Drive Pack: 5.6 lbs (2.5 kg)  
Weight 15 lbs. (6.8 kg)  
Caution: Do not ship the RXT150 with RXT media in the drive.  
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Chapter 4. Warranty and Repair  
RXT150 Repair Policy  
Limited Warranty  
Spectra Logic warrants the RXT150 to be in good working order for a period of one full  
year from the date of shipment from Spectra Logic or an authorized Spectra Logic  
dealer. Should this product fail to be in good working order at any time during this  
one-year period, Spectra Logic will, at its option, repair or replace this product at no  
additional charge except as follows:  
Suspect parts sent to Spectra Logic will be repaired or replaced. Exchanged parts will  
be either reconditioned or new at the option of Spectra Logic. This limited warranty  
does not include:  
• Service to repair damage resulting from:  
• Accident  
• Disaster  
• Misuse  
• Abuse  
• Non-Spectra Logic modification of the product including, but not limited to,  
product expansion through plug-in additions except as provided by Spectra Logic  
• Removal of serial number tags  
• Physical damage caused by inadequate packaging  
If any of the above conditions exist, Spectra Logic reserves the right to repair the unit  
at the current fixed price of repair.  
Warranty service can be acquired during the one-year period by shipping the product  
to Spectra Logic with an invoice and Return Materials Authorization (RMA) number.  
Note: No return can be accepted without an RMA number from Spectra  
Guard technical support. Returns must be shipped prepaid in their  
original packing containers; damage incurred in transit is not  
covered by Spectra Logic’s warranty.  
Spectra Logic makes no other warranties, expressed or implied, and specifically  
disclaims any warranty of merchantability or fitness for a particular purpose or use. If  
this product is not in good working condition as warranted above, your sole remedy  
shall be replacement or repair as provided above. In no event will Spectra Logic be  
liable to you for any damages, including any lost profits, lost savings, or other  
incidental or consequential damages arising out of the use of or inability to use such  
product, even if Spectra Logic has been advised of the possibility of such damages, or  
for any claim by any other party.  
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Chapter 4. Warranty and Repair  
Warranty Shipping  
The RXT150 unit must be returned in the original carton and packed with the original  
packing material. Failure to do so will void the warranty. See the label on the inside lid  
of the shipping container for instructions on packing the RXT150.  
The purchaser is responsible for paying the shipping and insurance charges for  
warranty goods to Spectra Logic. Spectra Logic will pay for shipping the repaired item  
back to the purchaser.  
International warranty repairs must be accompanied by a commercial invoice, a  
packing slip, and a carrier waybill. The following must be written on the invoice:  
GOODS OF U.S. ORIGIN, RETURN FOR WARRANTY REPAIR, VALUE FOR CUSTOMS USE ONLY.  
Import duties assessed on incoming shipments will be prorated to the customer's  
account if proper documentation does not accompany the shipment.  
Warranty Turnaround Time  
A standard repair turnaround time is two weeks from receipt of the product. Spectra  
Logic shall reserve the right to replace the unit if it cannot be repaired within the two  
week time frame. Advanced service options can be purchased for an additional fee.  
Warranty Provisions for Units Located in Europe  
Spectra Logic has implemented special arrangements for honoring warranties on  
libraries located in Europe. Please contact SpectraGuard Support for details.  
Out-of-Warranty Repairs  
Contact technical support for the current fixed repair price for the RXT150. The repair  
is warranted for ninety days from the date the unit is shipped to a customer.  
Out-of-Warranty Shipping  
All non-warranty units will be shipped back to the purchaser as determined by the  
purchaser. Shipping charges to and from Spectra Logic are the responsibility of the  
purchaser. International customers with non-warranty units are responsible for  
customs and duties charges coming into the United States as well as charges on  
returned products into their own countries.  
Out-of-Warranty Turnaround Time  
The non-warranty turnaround time is two weeks from receipt of the unit. Spectra Logic  
reserves the right to either repair or replace the unit.  
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Chapter 4. Warranty and Repair  
Standard Repair Service for the RXT150  
The standard return-to-factory service supplied with the standard warranty, as it  
applies to the United States and the European Union, includes telephone access to a  
Technical Support representative from 8:00am to 5:00pm local time Monday through  
Friday, excluding Spectra Logic holidays.  
Advanced Service Options for the RXT150  
You may wish to purchase more advanced service options that go above and beyond  
the standard one-year return-to-factory warranty that is provided with the RXT150. The  
following options are available in the United States and the European Union. For more  
information about these options, contact SpectraGuard Support.  
Four-Hour Response On-Site Service  
This service includes 24-hour telephone access to a Support representative seven days  
a week, 365 days a year. Once a Support representative determines that the RXT150  
requires repair, an on-site service provider will be dispatched and will arrive on site  
within four hours.  
Same Business Day On-Site Service with Four-Hour Response  
This service includes 24-hour telephone access to a Support representative seven days  
a week, 365 days a year. Once a Support representative determines that the RXT150  
requires repair, an on-site service provider will be dispatched, Monday through Friday  
from 8:00 a.m. to 5:00 p.m. Once dispatched, a field service representative will arrive  
on site within four hours. Dispatches must be made by 1:00pm local time to assure  
same business day response; otherwise, the response will be the next business day.  
Next Business Day On-Site Service  
This service includes telephone access to a Support representative from 8:00am to  
5:00pm local time Monday through Friday, excluding Spectra Logic holidays. If the  
Support representative determines that the RXT150 requires repair, an on-site service  
provider will be dispatched for the following business day. Confirmation that on-site  
repair is necessary must be established by 5:00pm (customer local time) for a field  
service representative to be dispatched for arrival on the following business day.  
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Chapter 4. Warranty and Repair  
RXT Media Repair Policy  
Limited Warranty for RXT Media  
RXT media is warranted for three years return-to-factory. The standard turn-around  
time is two weeks from receipt of the product. Upon completion of repair, Spectra  
Logic will return the unit via two-day shipment.  
Note: Spectra Logic will return a fully functioning media pack with the  
appropriate RAID level; however, all data on the media will be lost  
due to the re-manufacturing process.  
Next Business Day Replacement Service for RXT Media  
Next Business Day Replacement Service enables the customer to receive a replacement  
unit quickly if the unit requires repair. Next Business Day Replacement is available  
throughout North America and the European Union. Contact your local Spectra Logic  
sales representative for locations outside of North America or the European Union.  
Next Business Day Replacement Service Highlights  
Telephone Support Telephone support for RXT media is defined in the Telephone  
Support section of the appropriate RXT150 support contract. Please reference the  
RXT150 contract for specific days and times.  
Individual SATA Disk Drive Replacement Upon verification that a disk drive within the  
media pack requires repair, a replacement disk drive will be shipped the same day for  
delivery the next business day. Confirmation that Spectra Logic hardware requires  
repair must be established by 2:30pm MST for next day delivery. Customers do not  
receive same-day onsite service for replacement components. If an individual disk  
drive is shipped, the customer is responsible for replacing the faulty disk in the RXT  
media pack and rebuilding the RAID volume. Spectra Logic is available during the  
hours listed in the RXT150 contract for telephone support to assist with the installation  
of replacement components if needed.  
RXT Media Pack Replacement If the entire RXT media pack requires replacement, three  
days build time may be necessary. Once the replacement RXT media pack has been  
built and tested, it will be shipped for next business day delivery.  
Online Support www.SpectraLogic.com/Support provides extensive product  
documentation and online training for customer reference.  
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Chapter 4. Warranty and Repair  
Express Repair Service for RXT Media  
Express Repair Service enables the customer to exchange an entire RXT media pack if it  
requires repair. Express Repair Service is available throughout North America and the  
European Union. Contact your Spectra Logic sales representative for other locations.  
Express Repair Service Highlights  
Telephone Support Telephone support for RXT media is defined under Telephone  
Support in the RXT150 support contract; reference that contract for days and times.  
Online Support www.SpectraLogic.com/Support provides extensive product  
documentation and online training for customer reference.  
Express Repair Service Instructions  
• Upon verification of required repair, customer ships the media pack to Spectra Logic.  
• If the failure was in a SATA drive, Spectra Logic removes the faulty drive, rebuilds the  
RAID, and returns the media pack to the customer within 48 hours of receiving it.  
• If the entire RXT media pack requires replacement, allow for three days build time.  
Once the replacement is built and tested, it is shipped next-business-day delivery.  
Note: Spectra Logic will return a fully functioning media pack with the  
appropriate RAID level; however, all data on the media will be lost  
due to the re-manufacturing process.  
Assisted Self-Maintenance for RXT Media  
Assisted Self-Maintenance (ASM) is a type of technical support that saves time and  
money, since customers control general maintenance issues themselves. ASM can be  
purchased to supplement Next Business Day Replacement or Express Repair Service.  
ASM allows for a select group of parts to be stocked at the customer’s site, allowing  
customers to make immediate repairs with telephone support from Spectra Logic.  
Assisted Self-Maintenance Service Highlights  
Basic elements of ASM include field-replaceable parts stocked onsite, one spare drive for  
each drive type utilized in RXT media, and special tools needed to perform repairs.  
Telephone Support Telephone support for ASM is defined under customer’s primary  
hardware support plan. Reference the existing contract for specific days and times.  
Onsite Support Onsite support for ASM is defined under customer’s primary hardware  
support plan. Reference the existing contract for specific days and times.  
Online Support Online training for two individuals each year, as well as access to  
www.SpectraLogic.com/support, which provides extensive product documentation.  
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