HP Library and Tape Tools - Manual (Page 116)

is set to the desired level before generating the HTML report because the detail level within
the HTML file cannot be changed.
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When generating a report or support ticket for standalone devices, HP recommends that you
keep the media in the drive in which it was present when the failure occurred. This allows
error rate and other information relevant to that cartridge to be examined. When media is
removed, many devices automatically clear this information. For tape automation products, it
is generally better to have the drives empty of media to force the library drive/media log to
be updated.
•
The Windows version of L&TT is the preferred platform for working with reports and support
tickets. Comparing or printing reports and support tickets is only supported with the Windows
platform. Emailing reports and support tickets is supported on all L&TT-supported operating
systems with the exception of NetWare. You should view reports and support tickets with the
Windows version of L&TT to provide unrestricted analysis.
•
In the Windows version of L&TT, right-clicking any of the text in the report viewer displays a
context menu with more options. To quickly see the entire support ticket or report, set the detail
level to Everything or Factory only, right-click the top entry, and select Expand All.
For information and instructions on using reports and support tickets:
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On Windows operating systems, see .
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On other operating systems, see
Common information reported for all products
NOTE: For standalone devices (such as DDS drives), HP recommends that you generate a report
or support ticket when the drive still contains the media with which the drive may have failed. This
allows error rate and other information relevant to that cartridge to be examined. When media is
removed, many products automatically clear this information. However, for most SureStore tape
libraries it is better to have the drives empty; this forces the library drive/media log to be updated.
The following information is included in the support ticket regardless of what products are being
analyzed:
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System information provides basic host system information such as operating system, processor
type, system name, physical memory size, and the current version of L&TT being used. This
information also includes a snapshot of the SCSI bus configuration determined by the I/O
scan, showing connected devices listed physically and logically.
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L&TT history provides a brief history of the L&TT functions the user has accessed such as whether
ASPI was installed, how many times L&TT has been run, and which functions have been used.
Understanding LTO support tickets
An L&TT support ticket is a collection of un-decoded device log dumps assembled into a single file
in a format specific to L&TT. If the ticket is not compressed the filename ends with .ltd; if it is
compressed it ends with .lzt. In both cases, a ticket can be double-clicked in Windows and the
L&TT viewer will automatically be executed to decode and view the ticket. Decoding occurs at the
viewing time, which allows the latest decode capability of L&TT to be used on even old tickets.
If you are in contact with HP support you will most likely be asked for the support ticket for your
device. In this case, once you have pulled the ticket (see you can save it and then email it to HP
support as an attachment.
A ticket can be made up of sub-tickets from multiple devices:
116 Reports and support tickets