NEOe upgrade - Unable to see graphical drives or slots.  Unable to see library in OS

Version 1

    Problem:

    After upgrading from NEO to NEOe the customer is unable to see the graphics for the tape drives and tape slots in WebTLC (See attachment Figure1.jpg). Also they are unable to see the Medium Changer within their operating system.

    Discussion:


    Portions of a library trace show:
    - The NeoE Info section shows the use of 1.22 code which will support LTO5.

    - The Drives Log section shows two LTO5 FC tape drives are installed and seen by the library controller.

    - The Statistics Log section shows Packets Received and Sent for Drive 2 and Drive 3 but no Packets Received or Sent for Drives 0 and 1.

    - The CUSTOM AREA shows "Feature: Enable Old Hardware [2] -- Enabled". This means the feature key has been installed.

    >>>>>>>>>>>>>>> NeoE Info <<<<<<<<<<<<<<<

    Serial Number: 2B41711111
    Module Type: NEO 2000E
    Module Configuration: Stand-alone (0/0/0)
    Hardware Revision: 0
    Firmware Revision: 1.22
    Personality: Overland
    Boot Version: 2

    >>>>>>>>>>>>>>> Statistics Log <<<<<<<<<<<<<<<

    Drive 0 Interface Counters:
    Packets Sent: 0
    Packets Received: 0
    Commands Sent: 0
    Responses Received: 0
    Retried Packets: 0
    Retried Commands: 0
    Packet Send Errors: 0
    Packet Recv Errors: 0
    Command Errors: 0

    Drive 1 Interface Counters:
    Packets Sent: 0
    Packets Received: 0
    Commands Sent: 0
    Responses Received: 0
    Retried Packets: 0
    Retried Commands: 0
    Packet Send Errors: 0
    Packet Recv Errors: 0
    Command Errors: 0

    Drive 2 Interface Counters:
    Packets Sent: 0
    Packets Received: 2159
    Commands Sent: 2153
    Responses Received: 0
    Retried Packets: 0
    Retried Commands: 0
    Packet Send Errors: 0
    Packet Recv Errors: 0
    Command Errors: 0

    Drive 3 Interface Counters:
    Packets Sent: 0
    Packets Received: 2145
    Commands Sent: 2139
    Responses Received: 0
    Retried Packets: 0
    Retried Commands: 0
    Packet Send Errors: 0
    Packet Recv Errors: 0
    Command Errors: 0

    >>>>>>>>>>>>>>> Drives Log <<<<<<<<<<<<<<<

    Drive 1:

    Type: HP LTO Full High, State: Initialized



    Interface Type: 8 Gb/sec Fibre Channel, Number of Ports: 2

    Serial Number: HU1036C7B7

    Vendor Id: HP

    Product Id: Ultrium 5-SCSI

    Revision Level: I21H

    Firmware Version: 013.672

    Activity: [00]

    VHF Data Byte 0: Compr. Enabled,

    VHF Data Byte 1: Robot Accessible,

    VHF Data Byte 3: none

    TapeAlert Flags Set: none



    Drive Temperature: 32°C

    Media Loads: 50462720, Cleanings: 0

    Power on Hours: 1, Media Motion Hours: 0

    Meters of tape processed: 313

    Corrected Write Errors: 0, Uncorrected Write Errors: 0

    Corrected Read Errors: 0, Uncorrected Read Errors: 0



    Fibre Channel Interface Status:

    Device World Wide Name: 50:01:10:A0:01:31:4A:FA



    FC Port A Status: Active

    Signal Detected, FC Login Complete, 8 Gb/sec, Point to Point topology

    Loop Id: 127 (soft)

    Port Name: 50:01:10:A0:01:31:4A:F8



    FC Port B Status: Not Enabled

    Port Name: 50:01:10:A0:01:31:4A:F9



    Bridging Disabled, Caching (Inquiry, TUR, etc.) Disabled

    Drive Online

    Autoload Disabled,

    Auto Eject from Host Disabled, Auto Eject internal Disabled

    Cleaning tape Enabled, Firmware tape update Disabled



    Drive 2:

    Type: HP LTO Full High, State: Initialized



    Interface Type: 8 Gb/sec Fibre Channel, Number of Ports: 2

    Serial Number: HU1036C7B5

    Vendor Id: HP

    Product Id: Ultrium 5-SCSI

    Revision Level: I21H

    Firmware Version: 013.672

    Activity: [00]

    VHF Data Byte 0: Compr. Enabled,

    VHF Data Byte 1: Robot Accessible,

    VHF Data Byte 3: none

    TapeAlert Flags Set: none



    Drive Temperature: 32°C

    Media Loads: 50462720, Cleanings: 0

    Power on Hours: 1, Media Motion Hours: 0

    Meters of tape processed: 313

    Corrected Write Errors: 0, Uncorrected Write Errors: 0

    Corrected Read Errors: 0, Uncorrected Read Errors: 0



    Fibre Channel Interface Status:

    Device World Wide Name: 50:01:10:A0:01:31:4A:A6



    FC Port A Status: Active

    Signal Detected, FC Login Complete, 8 Gb/sec, Point to Point topology

    Loop Id: 127 (soft)

    Port Name: 50:01:10:A0:01:31:4A:A4



    FC Port B Status: Not Enabled

    Port Name: 50:01:10:A0:01:31:4A:A5



    Bridging Disabled, Caching (Inquiry, TUR, etc.) Disabled

    Drive Online

    Autoload Disabled,

    Auto Eject from Host Disabled, Auto Eject internal Disabled

    Cleaning tape Enabled, Firmware tape update Disabled


    ***** CUSTOM AREA *****
    Custom Configuration Initialized: Initialized
    Feature: No Features [0] -- Enabled
    Key: 320fe1bff63c98f9c46371a4bf921571
    Feature: Partitioning Enable [1] -- Disabled
    Key: 320fe1bff63c98f9c46371a4bf921571
    Feature: Enable Old Hardware [2] -- Enabled
    Key: fd892475f2260151644d34a315ca440b

    Solution:

    Perform the following steps from the front LCD panel:

    Step 1: Force Reconfiguration
    A. Press Menu.
    B. Press Maintenance.
    C. Press Force Reconfiguration
    D. Press OK and wait for the unit to reboot.

    Step 2: Set User Defaults
    A. Press Menu.
    B. Press Maintenance.
    C. Press Set User Defaults
    D. Press OK and wait for the unit to reboot.

    Step 3: Login to WebTLC and verify the graphics for the drives and slots can be seen in the GUI. Also verify the Medium Changer can be seen within the opera