Optional remote support is available for the TS3500 Tape Library through its Call Home
capability. The Call Home feature uses a modem connection or a system console to report
failures that are detected by the library or a tape drive. Whenever a failure is detected, Call
Home sends detailed error information to IBM (home). The IBM Service Representative can
then prepare an action plan to handle the problem before traveling to the library. The
library may also periodically send support information (such as configuration, library and
drive code versions, and error logs) to IBM.
The Call Home feature of the TS3500 Tape Library has three different, but related,
capabilities: Problem Call Home, Heartbeat Call Home, and Test Call Home. The TS3500
Tape Library sends data files that may be helpful to Support Center personnel for all three
types of Call Home. These data files include library error logs and configuration information,
such as the Machine Reported Product Data (MRPD) log. The MRPD file contains information
about the machine (library), including the number of frames and drives, the model and
serial number of each frame, the type and serial number of each drive, the code version of
the library and each drive, and any machine-detectable features such as additional I/O
stations, capacity expansion, and so forth. In the case of a Problem Call Home, the library
also sends any trace files that are related to the problem.
Problem Call Home
The TS3500 Tape Library or one of its drives detects a problem and the library
performs a Call Home operation to create a Problem Management Record (PMR) in
the IBM Remote Technical Assistance Information Network (RETAIN). This is a single
page of text data that enables the Support Center or the Service Representative to
access an action plan and a list of parts (called field replaceable units or FRUs).
Heartbeat Call Home
The TS3500 Tape Library sends the Heartbeat Call Home on a scheduled basis in
order to ensure proper Call Home functionality. By default, the Heartbeat Call Home
is sent once per week, one hour after a power cycle, and one hour after a code
update is complete.
Test Call Home
When servicing the library, the Service Representative can issue a Test Call Home
operation to RETAIN from the library's operator panel. The library allows the Service
Representative to include drive dumps in the Test Call Home for analysis, rather than
collect dumps by using CETool and transmitting them through an IBM messaging
system. In this way, a drive dump can be accessed by Support Center personnel
through the Call Home database.
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