HP MSL2024 Tape Library showing <-Close Mailslot message with flashing "Attention"

[Rabbi]

Our  HP MSL2024 is currently displaying the "Close Mailslot" message while all the catridges are close. Also, the "Attention" and "Error" indicator bulbs are blinking with amber lights. In this mode, all the "Home", "Enter", "Forward" and "Backward" buttons don't respond. 

I have manually openned the left and right catridges and found that there was no tape in the first slot in the left catridge. I have now loaded this slot manually but nothing has changed. Does anyone know what to do next?

[tapelibraryfixr]

have you tried rebooting the unit?

as the buttons dont respond it sounds like a controller issue

[Rabbi]

Yes, I have power cycled the unit and it returns to the initial state. However, I found that the buttons respond fine when the two catridges are open.

[tapelibraryfixr]

you could try upgrading the firmware.

its normally down to a picker or controller problem

[Curtis_Ballard]

I hate to say it but it sounds like that may be indication of a worn out picker.  There is a flexible cable on the picker that bends as the picker moves and if that cable breaks the picker loses connection to sensors.  This sounds like a case where the sensor on the picker isn't able to detect that the mailslot is closed.

You may be able to log into the web interface and reconfigure it to disable the mailslot but I don't recall for certain whether that disabled looking for the mailslot being closed.

[Rabbi]

I have just disabled the mailslot but the error light and message are still there. 

The website will not allow me to download the latest firmware. It needs me to link my account to the machine's support, package and warranty agreements which require some weird Service Agreement ID (SAID) and support account reference (SAR) numbers. Does anyone know how I can get the SAID and SAr numbers?

[Curtis_Ballard]

I really doubt that a firmware update is going to make any difference but if you are willing to be contacted via email I could take a look at logs.  This tool no longer allows posting logs here for security reasons.

[Rabbi]

Sure, send an email to me via ac.ezeribe@gmail.com so I can forward the log to you.

In the meantime, can anyone help to generate the Service Agreement ID (SAID) and support account reference (SAR) numbers for me so I can update the firmware?

[Dennis Handly]

> can anyone help to generate the Service Agreement ID (SAID)

You would have to be in warranty or pay for support.