Customer Support

Save Yourself a Call Troubleshooting Tips Problems with Your Computer Problems with Your Tape Drive Warranty Statement Service and Support

Save Yourself a Call

If you experience difficulties with your HP SureStore DAT drive, this section provides a few suggestions that may help you solve the problem yourself. It can be quick and easy to troubleshoot your own computer, and it can save you time and money.

The "Troubleshooting Tips" below contains some general recommendations for identifying problems. "Things to Try First" covers more specific problems and how to handle them.

You can also check the HP Customer Support Web Site. This contains a lot of useful troubleshooting information.

Troubleshooting Tips

Effective troubleshooting involves isolating the component of the system that is causing the problem. The general procedure is:

1. Try the operation that failed again.
2. If the operation fails, change one thing on the system; for example, make sure all the cables are firmly connected. If you're going to change a setting, make a note of the original setting so you can change it back again later, if necessary.
3. If the operation still fails, make another change and try again. If the previous change altered a switch or software setting, it is best to reset it back to its original setting so that you are testing only one thing at a time.

Things to Try First

The first step in problem-solving is establishing whether the problem lies with the tape, the drive, the host computer and its connections, or with the way the system is being operated. If none of the following advice helps you to solve the problem, call for service.

• Problems with Your Computer identifies a number of possible problems that may arise with your computer if the tape drive was not installed correctly.
  
• Problems with Your Tape Drive identifies problems that may occur with your tape drive or autoloader, either during installation or later on.
  
• Check the front panel of the drive. If the tape drive's lights are flashing, see Interpreting the Front Panel Lights. If you have an autoloader, see Interpreting the Autoloader Front Panel.
  
• Run TapeAssure from the CD-ROM. This software can be used as a diagnostic tool if your computer is up and running.