Quantum Troubleshooting Tools and Resources

Overview

Quantum employees have many troubleshooting tools and resources at their disposal. Some tools are new, such as QUEST, and some have been around for quite awhile, such as CSWeb. This page contains information about these tools and provides examples of when to use them for troubleshooting. Click any of the following links for more information about the tool or resource:

QUEST
CSWeb
Oracle
Knowledge Base
StorageCare Learning
Qwikipedia
Additional Resources

This information is also available in the Troubleshooting Tools Reference document, which you can download or print to keep for future reference.

QUEST

QUEST (QUantum Enterprise Search Tool) is an integrated search engine that lets you search for information in many different locations, including the Knowledge Base, CSWeb, Oracle, Quantum.com, Service Requests, and the Installed Base (IB). If you are not sure where to start looking for a specific document or topic, QUEST is the best place to start, because of its broad search capabilities.

QUEST is available only to employees inside the Quantum firewall.

Examples of When to Use QUEST

Use QUEST to:

Perform a broad search for a specific document or topic.
Search in a specific collection of information, such as the Knowledge Base, Installed Base, or Sales Tools.
Perform an advanced search using an exact phrase, a custom query, or a specific time frame.

Watch the following videos to get an overview of QUEST, and to learn how to use its advanced search features (requires QuickTime ) :

QUEST Introduction and Overview (3.4 MB)
QUEST Advanced Search Features (8.5 MB)

Access QUEST

To access QUEST, open a Web browser and go to http://quest .

CSWeb

The CSWeb site (Customer Service Web site) provides resources for all aspects of service and support. It contains software and firmware downloads, documentation, and other resources and utilities for all Quantum products. It also contains resources on technology, backup software, best practices, and operating systems.

Examples of When to Use CSWeb

Use CSWeb to:

Access Technical Service Bulletins (TSBs). TSBs are written to notify the Quantum Service organization of a problem affecting Quantum products. TSBs include a brief description of the problem, a list of affected products, a description of the symptom(s), the cause of the problem (if known), and the steps needed to resolve the problem (if known).
Download the current and archived versions of product firmware, software, and plug-ins.
Access the Error Code Lookup Tool (ECLT) for error code definitions for most Quantum/HP/IBM tape drives.
Access product documentation, including Service Manuals, Best Practice Guides, User Guides, and Release Notes.
View videos on how to remove/replace field replaceable units (FRUs).
Identify FRU part numbers.

Access CSWeb

To log in to CSWeb, or to register as a new user, go to http://csweb.quantum.com .

Oracle

Oracle is a comprehensive database that includes information about all Quantum products in the field.

Examples of When to Use Oracle

Use Oracle to:

Search for the service history of product, including customer contact information and Service Requests (SRs).
Identify trends and/or ongoing problems within a specific customer's account.
Search for similar problems experienced by other customers, and leverage resolution information.

Access Oracle

To access Oracle, go to the Oracle Login page.

Knowledge Base

The Knowledge Base (KB) contains articles on Quantum products, such as best practices and workarounds, along with information on technology, operating systems, backup software, and many other items. It includes content from many different groups, such as Global Service, Engineering, Sales, and Marketing. The content in the Knowledge Base is available to all Quantum employees, with a subset of information available to customers and partner service providers. Knowledge Base articles typically address a single, specific topic or problem.

Any Quantum employee can search for content in the Knowledge Base or submit an idea for a Knowledge Base article.

Review the Knowledge Base presentation for more information.

Examples of When to Use the Knowledge Base

Use the Knowledge Base to search for:

An answer to a specific problem occurring in a Quantum product
Recommendations and best practices information for Quantum products

Access the Knowledge Base

To access the Knowledge Base Employee portal, go to http://qsupport.quantum.com/kb/ .

StorageCare Learning

StorageCare Learning is Quantum's online learning portal and is available to customers, partners, and Quantum employees. Courses in StorageCare Learning are typically targeted to Quantum products, services, and processes and typically follow the product release process. Content found in StorageCare Learning is created by a small team of instructional designers in conjunction with Quantum product experts. The information in these courses is stable, release-specific, and vetted by Quantum program management and New Product Implementation (NPI) teams. When there is a new release of a product, go to StorageCare Learning for your training needs.

Examples of When to Use StorageCare Learning

Use StorageCare Learning to:

View the course catalog to find online and scheduled instructor-led classroom training
Register for online courses, instructor-led classroom training, and virtual classroom training about Quantum products, services, and processes
Take online courses and complete assessments for classroom and virtual classroom courses

Access StorageCare Learning

Go to www.quantum.com/storagecarelearning to log on, view courses, and register for courses. Features include online courses available 24/7, classroom course registration, a personalized training calendar, learning transcripts, and printable certificates for successful course completion. For questions, comments, or problems with StorageCare Learning, send an e-mail to learningadmin@quantum.com.

Qwikipedia

Qwikipedia is a Quantum ecosystem and troubleshooting resource and is available only to Quantum employees. It is administered by the StorageCare Learning team and provides learning and resources specific to the storage ecosystem (operating systems, backup applications, switches, HBAs, etc), and advanced troubleshooting.

Content in Qwikipedia can be authored by any member with authoring privileges and can be updated on the fly, so the content is dynamic and changes often. It is more flexible and transparent than StorageCare Learning and allows anyone with content expertise to contribute. All the information in Qwikipedia is accessible at any time, and there are no courses to register for or assessments to take. Simply log in and access everything on the site.

Review the short What is Qwikipedia? presentation for additional information.

Examples of When to Use Qwikipedia

Use Qwikipedia to:

Learn about storage ecosystem (operating systems, backup applications, switches, HBAs, etc.)
Learn about advanced troubleshooting

Access Qwikipedia

To request a login, send an e-mail to qwikipedia@quantum.com, then log on to www.quantum.com/qwikipedia .

Additional Resources

Some additional tools and resources that can be used to perform troubleshooting include:

StorageCare Guardian: A diagnostic monitoring solution that enables Quantum to monitor the health of Quantum systems over the Internet and use the intelligent diagnostic data to remotely service equipment if issues arise.
- StorageCare Guardian is available only to Quantum employees.
- Submit a Track-IT ticket with IT to obtain a username and password.
- Addtitional StorageCare Guardian information is available at http://www.quantum.com/ServiceandSupport/Services/GuardianInformation/Index.aspx
- You can use the direct link to the StorageCare Guardian site (username and password required) at https://guardian.quantum.com/drm/home/login.jsp

Bugzilla: Four databases that contain known bugs (both fixed and pending) and other product change requests:
- DXi Bugzilla: http://bugzilla.quantum.com/bugzilla/ (administrators Meekie Cheung and Daniel Dewey)
- Automation Bugzilla: http://scmserv.quantum.com/bugzilla/ (administrator: Diane Burns)
- BFST Bugzilla: http://bugzilla.adl.quantum.com/ (administrator: Paul Schulz)
- Stornext Bugzilla: http://bo.quantum.com/bugzilla/ (administrator: Michael Lund)

Agile: Contains product part information, process and test documentation, and results. To log into Agile or to request a username and password, go to http://plm.quantum.com/Agile/PLMServlet.

What's Next?

Troubleshooting Summary >

Since the link does still work, I'm leaving it for now. I will investigate the invalid cert, though.

Note by Tom Sajbel on 02/15/2011 02:20 PM

Great page!

Found one minor problem:

BFST Bugzilla: http://bugzilla.adl.quantum.com/ (administrator: Paul Schulz)

This link has an invalid certificate, but you can still click through to it.

Note by Ed Winograd on 02/14/2011 06:23 PM

Incorporated your comments into the SCL and QUEST sections. I need to follow up with you regarding your Bugzilla and KB comments.

Note by Tom Sajbel on 02/10/2011 07:08 PM

BugzIlla:

Bugzilla: Engineering database that contains known bugs (both fixed and pending) and other product change requests.

actually, there are multiple databases -- Automation, Software (StorNext) and Disk (DXi). there is another based in Adelaide, too.

Note by John McKiernan on 02/10/2011 05:23 PM

SCL

Examples of When to Use StorageCare Learning

Use StorageCare Learning to:

View course catalog and scheduled instructor-led classroom training.
Register for online, self-paced courses, instructor-led classroom training, and virtual classroom training about Quantum products, services, and processes.

of course, the main reason for Using SCL is to take courses.

Note by John McKiernan on 02/10/2011 05:20 PM

KB -- the reference to

Review the Knowledge Base (PPS) presentation for more information.

points to something that will need to be updated.

Note by John McKiernan on 02/10/2011 05:19 PM

QUEST - one cool thing is that the tool can SAVE defined filters and queries, if there is going to be a repetitive search.

Note by John McKiernan on 02/10/2011 04:59 PM

QUEST --

1. the location http://quest/

will allow access for those who are inside the Quantum firewall ... as of 10-Feb-2011, we do not have capability for those outside the firewall to access the content.

Note by John McKiernan on 02/10/2011 04:56 PM

Herbst: Project management and NPI pages can be found at http://myq.quantum.com/portal/server.pt/gateway/PTARGS_32_0_1077_0_-1_47/http%3B/ppowptreeb9.quantum.com%3B11930/collab/do/project/explorer/initialize

Note by Tim Herbst on 02/10/2011 02:06 PM

Tim, thanks for your note on CSWeb content. I've incorporated your suggestions into the section.

Note by Tom Sajbel on 01/30/2011 01:11 PM

Tim, Thanks for the information on Oracle. I added your suggested content to the Oracle section. I think we also could use a more detailed description of Oracle. Do you know if there's a presenatation or description of Oracle available anywhere, such as in a PPT presenation?

Note by Tom Sajbel on 01/30/2011 12:57 PM

Thanks for adding information on the ECLT, Allan. As we talked about on Thursday, I created a sub topic for the ECLT and linked to it from the CSWeb information.

Note by Tom Sajbel on 01/30/2011 12:31 PM

Error Code Lookup Tool

Ransom: Added this section to introduce the ECLT as it is one of the most useful tools in troubleshooting drive problems.

Note by Allan Ransom on 01/27/2011 04:22 PM

Oracle

Herbst: Oracle can be used to look for similar or identical problems that other customers have experienced and leverage the resolution from that previous case. Oracle can also be used to spot trends and/or ongoing problems within a specific customers account. Oracle is used a lot by Quality to quantify problems and look for potential product improvements.

Note by Tim Herbst on 01/27/2011 03:56 PM

CSWeb

Herbst: Add Lookup Library Error Codes, View Repair Pages, View Videos on how to remove/replace common parts, Determine FRU Part Numbers

Note by Tim Herbst on 01/27/2011 03:53 PM

Herbst: Some additional tools...

StorageCare Guardian

Software that when loaded allows Quantum to proactively collect logs and monitor product performance.

Bugzilla

Engineering database that contains known bugs (both fixed and pending) and other product change requests.

Service NPI pages

Documents support procedures and initial product launch information

Quantum Drive Error Code Lookup

Allows lookup of drive error codes and contains recommended actions

Agile

Contains Product part information, process and test documentation and results.

Note by Tim Herbst on 01/27/2011 03:50 PM

Title	Last Updated	Updated By
Troubleshooting Tools Reference Document	03/02/2011 12:15 PM	Tom Sajbel
Knowledge Base Presentation	02/25/2011 02:27 PM	Tom McFaul
QUEST Introduction and Overview	02/25/2011 02:27 PM	Tom McFaul
QUEST Advanced Features Video	02/25/2011 02:27 PM	Tom McFaul