HP StoreEver Tape Drive and ESL Library Support Ticket Collection

HP tape-autoloader and tape-library diagnostic packages are called Support Tickets. They may contain .ltd data or be packaged as .tgz files, and can be reviewed with HP Library & Tape Tools. See the MSL4048 collection guide for MSL-series examples.

HP StoreEver 1/8 G2 Tape Autoloader

The front panel is the Operator Control Panel (OCP); the rear has a network port and USB port:

1. To view the management IP on the front panel OCP: On the main screen, press Prev / Next to navigate to "Status/Information", press Enter to enter, then locate "Network Information" to see the IP address, subnet mask, gateway, and MAC address.

   

2. Browse to http://<AutoloaderIP>. In the Remote Management Interface (RMI), select the administrator account type and sign in using configured credentials.

   

3. Navigate to Support → Support Ticket, select the drive under Drive Support Ticket, and click Download to download the Support Ticket. The "Identity" page displays static information such as serial number, firmware version, and drive model.

   

4. If RMI download fails, use a USB drive: Insert the USB drive into the rear USB port, on the OCP main screen press Prev / Next to find "Support", press Enter to enter, then select "Download Support Ticket" and follow the prompts to save to the USB drive.

   

LTO-2 / LTO-3 drives must unload the tape before downloading a Support Ticket; newer firmware LTO-4 drives automatically generate a Support Ticket upon unloading the tape. During download, you can choose "From last unload" or "Current".

HP StoreEver ESL Tape Library

ESL series libraries automatically generate a Support Ticket when hardware issues are detected, or it can be created manually from the management interface:

1. Click Tools → Support Tickets to open the Support Ticket Wizard welcome page, then click Next.
2. Select the save method: If selecting Email, enter or select the recipient email address; if selecting File, enter or browse to select the save path.
3. Click Next, and in Component Selection, check the components for which tickets need to be generated.
4. Click Next, review the component list on the Confirmation page; if changes are needed, click Back to return.
5. After reading the instructions, check "Continue with Support Ticket generation" and click Finish.
6. After generation completes, click OK. The Support Ticket is saved as a .tgz file containing .ltd data files for each device.