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Support for HP LTO drive

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Bob Cole
Support for HP LTO drive
on Jan 10, 2013 at 12:57:39 am

I am looking for tech support for my HP Ultrium 920 external LTO3 drive. I've done all I can with new tapes, new cables, cleaning, HP diagnostic software, and can't get it to record more than about 200 mb before calling for a new tape and reporting the need for cleaning.

I bought this drive from HP Direct. But when I look for support on HP's website, I am totally stymied. The site requests my address, then recommends a couple of inappropriate network vendors far from my office in Baltimore, MD.

Is there a good independent source of hardware support, anywhere in the U.S., for these drives? It was not a cheap drive, and I have only run about 90 tapes through it.

Bob C


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Tim Jones
Re: Support for HP LTO drive
on Jan 10, 2013 at 3:06:00 pm

Try starting at this link:

http://www2.hp.com/portal/site/hpsc/public/psi/home/?sp4ts.oid=4150338'>http://h20565.http://www2.hp.com/portal/site/hpsc/public/psi/home/?sp4ts.oid=4150338

That should get you further into the support system.

How long have you had the drive? The warranty on these drives is 3 years, so if it's less than 3 years old, HP will replace it for you. If over 3 years, you'll need to get it repaired.

HTH,
Tim

Tim
--
Tim Jones
CTO - TOLIS Group, Inc.
http://www.productionbackup.com
BRU ... because it's the RESTORE that matters!


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Bob Cole
Re: Support for HP LTO drive
on Jan 10, 2013 at 4:12:25 pm

Thanks Tim. For some reason that link didn't work, but I'll keep trying it - is there a way to search to find that page?

The drive is just over 4 years old. I see on eBay that I can get a "new" slide-in replacement for the drive (using my existing "toaster box" which turns it into an external drive) for under $700.

Bob C


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Tim Jones
Re: Support for HP LTO drive
on Jan 10, 2013 at 4:39:01 pm

I got there by going to:

http://www.hp.com/support/, entering Ultrium 920 as the product, and then drilling ... Their site is definitely not the most intuitive :).

I also found this number so that you can call with your serial number and see what they can do for you:

800-334-5144

Identify the drive to them as a "Storageworks Ultrium 920 Internal" and that should get you to the correct division.

Tim

Tim
--
Tim Jones
CTO - TOLIS Group, Inc.
http://www.productionbackup.com
BRU ... because it's the RESTORE that matters!


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