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MSL5026 Hangs

Rick Dyson
Valued Contributor

MSL5026 Hangs

I have a couple MSL 5026 libraries in different locations, systems, etc. Both have started to exhibit the same behavior where they freeze or hang as far as the robot is concerned. I am still able to access and write to the embedded SDLT drives from the O/S. I just can't control the robot or access the library over the IP connection. Or command the robot over the SCSI path.

One is at v4.23 (current) F/W, the other is a step back or so. I am suspecting network activity of somekind overflowing the web server buffer, etc. Something from a recent worm maybe?

Has anyone else noticed (assuming their library is on an open internet connection) anything similar?

A power cycle clears the problem for a day or so.

rick
31 REPLIES
David Ruska
Honored Contributor

Re: MSL5026 Hangs

What is the host/OS?

Are these all SCSI connected, or are some one fibre?

Do you have Compaq Insight Mangement agents running on the servers?

When you lose conneectivity, is the front panel unresponsive as well?
The journey IS the reward.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

I use Alpha/OpenVMS v7.3 for both setups with a SAN Switch/FC and MDR for connectivity. I one case, all are fully updated F/W. It has the fewer lockups. In the other case, one has SAN F/W one step back
and MSL F/W one step back.

Both were connected to an IP that is open to the internet (I have no control on that, our institution does not currently have any Firewall setups and we are not allowed to put up any networking equipment... :(.

No Insight, but I do have HP L&TT. I have logged a call on this to CSC, but I was trying to search on my own if anyone else was experiencing the same thing. I believe it to be a side-effect of some DOS, or worm, etc.

rick
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

Opps, forgot. Yes, in both cases the front panel is dead to touch. Has to be power cycled with the back switch and then panel touched to turn on.

NOTE: The entire time my VMS Backups run fine as long as they don't need a tape change. My ROBOT commands die with "HW errors".
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Rick,

I'll ask engineering if the know of any problems having the MSL web interface exposed to the open internet.

Can you light bulb this by disconnecting the web interface, and having it run without failure for an extended time?
The journey IS the reward.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

> Opps, forgot. Yes, in both cases the front panel is dead to touch. Has to be power cycled with the back switch and then panel touched to turn on.

Ok, definately sounds like the library controller is out to lunch.

> NOTE: The entire time my VMS Backups run fine as long as they don't need a tape change.

That makes sense - the drives don't interact with the library exect when loading/unloading the tape.

> My ROBOT commands die with "HW errors".

I'm guessing those are timeouts.
The journey IS the reward.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

Yes, both are disconnected from ethernet at this time, and both are OK after 24 hours. :)

rick
David Ruska
Honored Contributor

Re: MSL5026 Hangs

> No Insight, but I do have HP L&TT.

LTT does not have any polling, so it doesn't have the issue we see with the Insight Management Agents.

> I have logged a call on this to CSC...

If you could provide the case number, I can work them them to have the problem escalated to the engineering team.
The journey IS the reward.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

Didn't get to this right away, sorry.

Thanks for the offer of help!

Case # 3205423746.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

I put the ethernet cable back into the library Monday and by Wednesday it was hung again. I had left it out for a week with it being fine the entire time.

Any chance engineering has been able to duplicate this?

rick
David Ruska
Honored Contributor

Re: MSL5026 Hangs

I'll give engineering an update on your testing, and see if they have any updates.
The journey IS the reward.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Rick,

If you can call HP, open a support case, and request that they escalate this to the engineering team, that will help raise the priority to have this looked at.

http://welcome.hp.com/country/us/en/contact_us.html
The journey IS the reward.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

Thanks Dave,

I do have it logged using the above Case #.

Are you suggesting I log a new case?

rick
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Sorry Rick, I forgot you had already provided a case number. Apparently they have not yet escalated it to the level 3 engineering team. I'll look up the case owner and give them a call to have it escalated. Sorry, I mentioned I would do that before. My bad.
The journey IS the reward.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Rick, I spoke with the storage specialist (Alberto) and the escalation engineer (Rick), and they mentioned working with you a few other possible causes. They will open up a case with engineering if they determine the open internet access to the library interface is causing the hangs.
The journey IS the reward.
Phillip Pham
Occasional Visitor

Re: MSL5026 Hangs

Just come across this thread, so I'd like to add that I also have a similar problem as well. We have a MSL5026S2 dual tape drive connected to a adaptec 39160 scsi card in a Dell PE 2650 server. The library is connected to the network and can be remotely managed. Everynight for the last one month we have had the tape library completely hanging during backup but not the two tape drives inside, they still perform the backup. Sometimes the unit also hangs during the day without a backup being performed. When it hangs, the event log in Windows 2003 will record a SCSI timeout error for the 39160 card driver. I have tried replacing the SCSI cables, changing the SCSI IDs of devices without success. Have even called HP warranty to replace the controller board two weeks ago without success. Controller board has latest FW 4.23. When it hangs, the LCD screen is also frozen and only a power off and power on switch at the back of the unit will restore it.
After reading your problem above, I will unplug the network cable tonight and see whether the problem goes away.

Rick: Is there any update from the HP engineers about this yet??

PS. We also having problems with jetdirect cards failing on HP4100N printers (four so far). The jetdirect cards are not detected by the printer anymore and have to be replaced with a new one. Only recently happened from about 1-2 months ago. Being a University environment, we do have a lot of virii/worms infections and network scanning happening and that could be the cause of it, since we had similar problems durind the Code Red outbreak with HP4000 jetdirect cards doing memory dumps until a firmware update fixed it.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

No, Nothing yet from my service request. I just live with them disconnected now and loose the e-mail notifications and web status checking I used to have.

BTW, I know JetDirect cards would lock up for the old CodeRed. Basically, anything with a web server these days will probably turn out to be crippled by someone's web attacks (IMHO), unless you are using a high-class server. Of course, in embedded devices like print servers and library controllers, they use pretty simple ones... :(

I don't know about your specific problem, but you should make sure you have the latest F/W for them just in case they have figured it out.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Rick, I've sent an email off to the two support engineers to get an update from them. I'll make sure this problem is being worked on the engineering team. Sorry they haven't got back with you on the problem.
The journey IS the reward.
Jørgen Kristian Minet
Occasional Contributor

Re: MSL5026 Hangs

I do also have a similar problem. We have four MSL5030 tape drive connected to Windows 2003 servers. The library is connected to the network and can be remotely managed. One to ten times every month we have a tape library completely frozen. Controller board has the latest FW 4.23. When it hangs, the LCD screen is also frozen and only a power off and power on switch at the back of the unit will restore it.
I have unplugged the network cable and it seems like the problem is gone.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Rick,

Engineering has told me they have taken this issue to the vendor. They have a similar escalation from another customer for which they are working on collecting traces to help debug the problem.

Phillip/Jorgen,

Are you MSLs also on the open internet, or are they behind a corporate firewall?
The journey IS the reward.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Phillip/Jorgen,

If you could send your contract info to ltt_team@hp.com (and mention this thread), I'd like to contact you get some more information on your configurations to see what is common with the hangs.

Thanks,
Dave Ruska
HP Engineering Manager
The journey IS the reward.
Phillip Pham
Occasional Visitor

Re: MSL5026 Hangs

David,
Our MSL5026 unit is not behind a corporate firewall. We have some ports blocked at the network boundary.
David Ruska
Honored Contributor

Re: MSL5026 Hangs

All,

The library engineering team has been able to workaround this problem at one site by making the following change:

* Using MSLUTIL, change the level 1 and level 2 passwords so they are no longer the defaults ("1" & "2").

Please let me know if this also resolves your problems (at least temporarily). The engineering team is still trying to capture a network trace at a site where the problem occurs, to determine the real root cause.
The journey IS the reward.
Rick Dyson
Valued Contributor

Re: MSL5026 Hangs

Neither of my two MSL5026 units still use the default passwords (and haven't for a long time).

rick
David Ruska
Honored Contributor

Re: MSL5026 Hangs

Rick, thanks for the update.

Has HP support been working with you on any other possible causes and solutions?
The journey IS the reward.