IBM TS4500 Tape Library

IBM TS4500 Tape Library Remote Support Overview Copyright IBM Corporation 2015 1

Applicable Products Product: IBM TS4500 Tape Library Product Version(s): R1 Copyright IBM Corporation 2015

Table of Contents Table of Figures... 1 Trademarks... 2 1.0 Overview... 3 2.0 Remote support tasks... 4 2.1 Call Home... 4 2.2 Heartbeat... 4 2.3 Diagnostic data offload... 5 2.4 Remote access... 5 3.0 TS4500 Integrated Management Console... 6 3.1 Remote support capabilities... 6 3.2 Dial-out connection... 6 3.2.1 Dial-out security features... 7 3.3 Call Home protocol via Electronic Customer Care (ECC)... 7 3.4 Dial-in connection... 7 3.4.1 Dial-in security features... 8 3.5 Remote access via IBM Assist On-Site (AOS)... 8 3.5.1 Benefits of IBM AOS... 8 4.0 TS4500 management GUI... 9 4.1 Remote authentication... 9 4.2 Password and session policy... 10 4.3 User access... 11 4.3.1 User roles... 13 4.4 Notifications... 14 4.4.1 Library Information... 14 4.4.2 Notification categories... 15 4.4.3 SNMP notification... 16 4.4.4 E-mail notification... 16 4.4.5 System log (Syslog) server... 18 5.0 Instructions... 19 5.1 Modifying Call Home contact information... 19 5.2 Enabling email notification... 20 5.3 Enabling SNMP notifications... 21 5.4 Enabling syslog notification... 22 5.5 Manual collection of support logs... 23 Appendix: Additional publications and resources... 25 Remote Support Overview

Table of Figures Fig. 1: Enabling the default configuration for remote authentication... 9 Fig. 2: Password and Session Policy window for the TS4500 management GUI... 10 Fig. 3: Modifying the Password and Session Policy settings... 11 Fig. 4: Users page for the TS4500 management GUI... 12 Fig. 5: User roles menu on the TS4500 management GUI... 13 Fig. 6: Notifications menu on the TS4500 management GUI... 14 Fig. 7: Modify Library Information window on the TS4500 management GUI... 15 Fig. 8: SNMP Notifications pane on the TS4500 management GUI... 16 Fig. 9: Modifying email settings in the TS4500 management GUI... 17 Fig. 10: Defining categories of notifications on the TS4500 management GUI... 17 Fig. 11: Setting up a destination Syslog server using the TS4500 management GUI... 18 Fig. 12: Settings menu for the TS4500 management GUI... 19 Fig. 13: Modify Library Information window for the TS4500 management GUI... 19 Fig. 14: Settings menu for the TS4500 management GUI... 20 Fig. 15: Modify Email Settings window for the TS4500 management GUI... 20 Fig. 16: Defining email notification recipients using the TS4500 management GUI... 21 Fig. 17: Settings menu for the TS4500 management GUI... 21 Fig. 18: Using the Modify SNMP Notifications window to enable SNMP traps... 22 Fig. 19: Settings menu for the TS4500 management GUI... 22 Fig. 20: Create Syslog Server window for TS4500 management GUI... 23 Fig. 21: Save icon for the TS4500 management GUI... 23 Fig. 22: Accessing the ECuRep page for uploading logs to IBM... 24 Copyright IBM Corporation 2015 1

Trademarks IBM, the IBM logo, and ibm.com are trademarks or registered trademarks of IBM Corporation in the United States, other countries, or both. These and other IBM trademarked terms are marked on their first occurrence in this information with the appropriate symbol ( or ), indicating US registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at http://www.ibm.com/legal/copytrade.shtml. The following terms are trademarks of other companies: Microsoft, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. Copyright IBM Corporation 2015 2

1.0 Overview IBM highly encourages you to take advantage of IBM Call Home and all its related features to allow you and IBM to partner for your success. Call Home is a support function embedded in all storage products. By enabling Call Home, the health and stability of your system is monitored every hour of every day throughout the year by the industry s top troubleshooting specialists at IBM support. As an IBM client, the Call Home service will effectively provide you with reduced risk over an un-monitored system by alerting you of a system defect through My Notifications, automatically opening a Problem Management Record (PMR), and ultimately, decreasing system downtime through faster problem determination and resolution. Continuing reading for a detailed explanation of IBM Call Home and other remote support tasks, available connection options, unique features, and instructions for configuring and maximizing the potential of this preventative maintenance feature. Remote Support Overview 3

2.0 Remote support tasks IBM is committed to servicing the TS4500 tape library whether it is warranty work, planned code upgrades, or management of a component failure, in a secure and professional manner. Dispatching service personnel for on-site assistance and maintenance is part of that commitment, but to minimize downtime and maximize efficiency, IBM support can perform support tasks remotely. The remote support tasks that are available to be performed are stated below: Call Home Heartbeat Data offload Remote access The TS4500 utilizes the Integrated Management Console (IMC) as a service console to access these remote support capabilities. The IMC provides outside connectivity options and additional layers of security through client-configurable options that determine the remote support tasks available to be performed on the TS4500. A detailed description of what each support task entails can be found below. 2.1 Call Home The IBM Call Home function uses a predictive and preventative support feature to monitor the health and functionality of your system. Upon detection of a hardware or software error, Call Home transmission protocol initially notifies both you and IBM support of the detected defect. A one-way communication is then opened between the IMC and IBM Remote Technical Assistance Information Network (RETAIN ), an IBM system used to manage troubleshooting efforts between the various support levels to obtain problem resolution. Once the connection is established, the TS4500 IMC automatically opens a PMR and transmits non-sensitive, defect-related information collected at the time of the reported error for diagnostic purposes. The data transmitted contains information specific to machine functionality including service related trace logs, configuration details, and dump files. No user data or content is ever included in the Call Home information sent to IBM support. Acquisition of this data often alleviates the prerequisite client-assisted data collection necessary in traditional troubleshooting methods allowing IBM support to provide you with more effective troubleshooting sessions and ultimately, a decrease in time to problem resolution. 2.2 Heartbeat Call Home on the TS4500 can be enabled to transmit proactive inventory information to IBM support personnel called a heartbeat. This signal is a one-way connection from the TS4500 to IBM support and contains basic product information so that IBM can verify that the unit is operational and capable of initiating a full Call Home in the case of an error. To proactively maintain the system, IBM highly recommends enabling heartbeat on your TS4500 and scheduling this signal to transmit every 1 to 7 days. In the event of a scheduled heartbeat not reaching IBM, a notification will be seen in the library s error log, Copyright IBM Corporation 2015 4

which describes why the transmission failed and service personnel should further investigate the health of the TS4500 tape library. 2.3 Diagnostic data offload Events requiring service on the TS4500 generate a large amount of data, known as support packages, to be sent to IBM support personnel. These data packages are sent in conjunction with a Call Home transmission to assist IBM support personnel in determining the cause of the impacting event. By automatically sending this information upon first detection of an error code, IBM support is able to reduce the impact and overall the time to problem resolution by eliminating the need for you to submit the data manually, which is part of protocol in traditional support methods. In the occurrence of a serviceable error, the data is collected by the TS4500 and sent to the IMC through a private Ethernet network. The IMC then follows Hypertext Transfer Protocol Secure (HTTPS) to encrypt the service-related data and connects to IBM RETAIN using the connection method configured during installation. More information regarding this topic can be found in Section 3.0 TS4500 Integrated Management Console. For severe events, additional data packages from the affected component may be required by IBM support to complete the diagnostic process. If additional data must be sent, company personnel will be told by an IBM support representative about the packages to be collected and uploaded to the IBM support problem management database, ECuRep. Further instructions regarding manual collection and submittal of support data can be found in Section 5.0 Instructions. 2.4 Remote access Remote access describes the most interactive level of assistance from IBM. After a Call Home transmission and review of preliminary diagnostic data, direct interaction with the TS4500 may be necessary to delve into the problem and develop an action plan. To minimize system downtime and provide the most efficient support session, an IBM support engineer may request access to interact with the affected TS4500. Depending on the severity of the issue, remote access to the TS4500 could provide problem resolution or could be implemented to minimize the effects of an impacting event while a service representative is dispatched to your site. The ability for IBM support to remotely interact with the TS4500 depends on the availability of an outside connection, which is defined during installation. For further details regarding remote access capabilities and security options, please review the sections below. Remote Support Overview 5

3.0 TS4500 Integrated Management Console The IMC is a built-in platform for tools that are used to locally manage the TS4500. Similar in function to the IBM TS3000 System Console (TSSC), the IMC comes pre-installed with a system console application, which is a set of software tools that is used for local service and remote support for the attached TS4500. The following sections outline the remote support tasks capable of being performed using the IMC and the security protocols implemented to maintain the integrity of confidential data. 3.1 Remote support capabilities The IMC is preconfigured for remote support with the TS4500 Tape Library. Table 1 presents the remote support tasks capable of being performed on the TS4500 with the IMC enabled as the system console. Table 1: TS4500 Remote support capabilities with IMC Location Event support Support Customer site Call Home events Error initiated Heartbeat (regular interval) Test IBM support System console support capability System console and remote support service tools System console remote access IBM Call Home database 3.2 Dial-out connection Error-initiated problem reporting for up to 43 subsystems Staged, error-specific data gathering Subsystem and system console heartbeat reporting Wellness checking Log file storage (daily) Code image and documentation repository (from media and RETAIN Fix Distribution Library) Code image broadcast Call Home event log review End-of-call completion report Authenticated, secure remote access Simultaneous call in and call home capability Data transmission (TCP/IP) supported 24/7 access by IBM support staff Error analysis and search capability Each IMC is configured to define how an outbound connection to IBM support, known as a Dial-out connection, will occur. A Dial-out connection is used by the Call Home feature to send service-related information from the IMC to the IBM service support system RETAIN. This connection to IBM personnel also allows the IMC to complete other various support tasks, such as reporting inventory and optionally sending a pager message to a customer-designated phone number if a serviceable-event occurs on the TS4500. Dialout connectivity is available through the IMC and the modem. Further details regarding Copyright IBM Corporation 2015 6

the Call Home transmission protocol and security features for an outbound connection from the IMC are provided in the sections below. 3.2.1 Dial-out security features Dial-out security properties for the IMC are as follows: Dial-out is from your location to the IBM connection point. The IBM service support system (RETAIN) does not initiate connections to the attached systems. Dial-out through the IMC can either be over a modem connection or over an outbound Ethernet connection to your network. All outbound traffic is limited to HTTP, HTTPS, and DNS information. All service-related data is communicated using HTTPS and is therefore encrypted. The data exchanged between the IMC and RETAIN is service-related data. The protocol used is specific to this application and not publicly available. On the first data exchange of each transmission, RETAIN validates that the calling system is entitled to service by either having a valid support contract or the system being under warranty. If the calling system is not validated, it is disconnected. The default setting for the Call Home feature is enabled. The Call Home features can be disabled by an IBM service representative. None of the customer data stored on the tape or in memory for the TS4500 tape library is transmitted or accessed in a Call Home session. Call Home is enabled or disabled through the service menu of the TS4500 management Graphical User Interface (GUI). When properly configured, Call Home uses an IBM Global Services secure network or an internet connection. A unique account code is used that establishes connections only to RETAIN. 3.3 Call Home protocol via Electronic Customer Care (ECC) The default method used by the TS4500 for Call Home support is a broadband connection using the ECC Call Home function through the IMC. To perform the Call Home through the IMC, the TS4500 first sends the Call Home information across a private Ethernet network connection to the IMC. The IMC then performs the ECC Call Home operation and sends the information to IBM RETAIN through the IMC s modem or Ethernet (broadband) connection. 3.4 Dial-in connection Configuring the IMC to permit inbound connectivity allows IBM service representatives to provide remote support to the TS4500 Tape Library. To establish this connection, a modem and/or Ethernet (broadband) connection must be available, which restricts all incoming traffic. Separate login IDs are required for service personnel to access each IMC on your network. Further details regarding security properties for an inbound connection can be found below. The TS4500 Tape Library does not support dial-in communication. This type of connection is only supported by the IMC and is required for IBM support personnel to remotely access the TS4500 for diagnostic and troubleshooting purposes. Remote Support Overview 7

3.4.1 Dial-in security features The IMC supports the following data security requirements when properly configured: Your company s data, stored on tape or in memory, cannot be transmitted or accessed in remote support sessions. Remote dial-in is enabled or disabled by you using the TS4500 management GUI. Remote dial-in is disabled by default. When remote dial-in is enabled, it is enabled for 24 hours by default. Remote dial-in requires a password for access. The password is managed by the customer. The default setting for dial-in is No password required. A password can be specified by you and set by the IBM service representative during installation. 3.5 Remote access via IBM Assist On-Site (AOS) IBM AOS is an IBM Tivoli software that allows an Secure Sockets Layer (SSL) session for IBM support to remotely connect to your company s IBM storage device. The AOS software is installed on the IMC, but is not enabled by default. 3.5.1 Benefits of IBM AOS AOS benefits include an increased layer of security through SSL and client control of attended sessions. In order for AOS to enable outside connections, you must allow HTTPS (port 42) or HTTP (port 80) outbound traffic. Since AOS requires access to outbound ports, there is usually no need to open holes in a firewall or implement any type of reconfiguration. Enabling AOS through the IMC provides additional security features throughout the remote support session. If an IBM support representative feels access to an impacted storage system is necessary for problem resolution, the storage system s designated company contact will be notified. The support engineer then establishes an authenticated connection to the Relay Server and creates the support session requesting a randomly generated, unique connection code from the Relay Server otherwise known as challenge and response password authentication. During the session, AOS implements 128-bit MARS encryption for all information transferred from the client system to IBM support. Encryption and decryption are performed end-to-end ensuring data cannot be intercepted during transit and can only be viewed via the AOS console. Copyright IBM Corporation 2015 8

4.0 TS4500 management GUI The TS4500 management GUI runs on a web browser in kiosk mode on the IMC. Kiosk mode indicates that the menu bar, address bar, and the stop and reload buttons on the browser are disabled. The management GUI does not allow any access to customer data and it does not allow File Transfer Protocol (FTP) or TELNET type operations. This interface only provides the functions that are specifically coded in the library firmware. The only files the management GUI can offload are library logs, drive logs, and certain usage and error statistics files. The management GUI cannot be used to read or write a customer cartridge or otherwise access customer data. The following sections discusses additional security features provided by the management GUI. 4.1 Remote authentication With remote authentication, security tasks are centralized and user management can be performed from a single interface without logging in to the TS4500. The default configuration for this service is disabled, as shown in Figure 1. Fig. 1: Enabling the default configuration for remote authentication The following list contains the remote authentication statuses and their significance: Enabled status If authentication is enabled, users are defined on the remote library and authentication requests are passed to a remote authentication server (LDAP or Kerberos) that verifies the user name and password. Disabled status If remote authentication is disabled, the users are defined on the local library. The library uses local authentication to manage access. The following list contains the remote authentication methods that can be configured on the management GUI: Lightweight Directory Access Protocol (LDAP) LDAP is an open protocol that uses Transmission Controlled Protocol/Internet Remote Support Overview 9

Protocol (TCP/IP) to provide access to directories that support an X.500 model and that does not incur the resource requirement of the more complex X.500 Directory Access Protocol (DAP). For example, LDAP can be used to locate people, organizations, and other resources in an Internet or Intranet directory. The optional Transport Layer Security (TLS) certificate is purchased from a certifying entity. It is a plain text file that contains information about the web server and verifies that it is indeed what it claims to be (In this case, the web server is the TS4500). The TLS certificate that is stored on the tape library enables your web browser to access the TS4500 without challenging its validity. The credential is the LDAP equivalent to a password. Kerberos Kerberos is a network authentication protocol that is based on symmetric key cryptography. Kerberos assigns a unique key, called a ticket, to each user who logs on to the network. The ticket is embedded in messages that are sent over the network. The receiver of a message then uses the ticket to authenticate the server. 4.2 Password and session policy The Password and Session Policy window in the TS4500 management GUI displays the current settings for user passwords and IMC sessions. The Password and Session Policy display screen is shown in the figure below. Fig. 2: Password and Session Policy window for the TS4500 management GUI If the default password and session policy settings are not strict enough for your company s rules, the settings can be customized by selecting the Modify button on the Password and Session Policy menu. All the settings relating to session and password policy can then be modified, as shown in Figure 3 on the next page. All settings can be set back to the default configuration by selecting the Reset to Default button on this menu. Copyright IBM Corporation 2015 10

Fig. 3: Modifying the Password and Session Policy settings Note that a preset local user with the title localgui, who has the role of monitor, is enabled by default for the TS4500. This default allows a local user to access the IMC without logging in. However, if your company policies and procedures prohibit this type of quick access to the System Summary view, you can disable this local user login function. To disable the user login function, select Settings Security Password and Session Policy and set the Automatic IMC (local GUI) login at power on setting to require a password. 4.3 User access Administrators of the TS4500 can create and manage users, map users to a role, and view which users have active sessions and how many connections a user has by viewing the Users page. Password protection is always enabled on the TS4500 and all users are required to sign in with a user name and password. Selecting Users from the Access menu on the management GUI displays an overview of all the users configured on the Tape Library, as shown in Figure 4 on the next page. Remote Support Overview 11

Fig. 4: Users page for the TS4500 management GUI The following table describes the fields available on the user menu, shown in Figure 4. Table 2: User Menu for the TS4500 management GUI # Description # Description 1 Create New User tab 6 Locked State of User 2 Name of User 7 Connected State of User 3 Action tab 8 User Role 4 Filter User or Search tab 9 View Menu Options 5 Save User List to File The actions available from the Users page differ depending on whether the library is configured for local or remote authentication. Local authentication With local authentication, each tape library maintains a separate database of user names with corresponding passwords and roles. This means that user management must be performed on each individual library. When local authentication is enabled, the Users page shows all users and their state (connected or disconnected). The number of active connections is displayed next to the user state. This authentication method also allows for email addresses to be viewed and modified. Remote authentication With remote authentication, security tasks are centralized and user management can be performed from a single interface without logging in to the TS4500. This is referred to as the Storage Authentication Service (SAS) on the IBM TS3500 tape library. When remote authentication is enabled, authentication requests are passed to a remote authentication server (LDAP or Kerberos) that verifies the user s name and password. When the user is created on the remote authentication server, the administrator assigns that user to an LDAP or Kerberos group. The group is then matched to a custom role on the TS4500, which specifies the access permissions for that logged-in user. Copyright IBM Corporation 2015 12

Table 3 below outlines a list of actions available for each authentication type. Table 3: Local and remote authentication user actions Actions Local Authentication Remote Authentication Create User X Map to Role X Modify Email X Reset Password X Delete User X Disconnect X X Connections X X Properties X X 4.3.1 User roles Roles define what pages users can view and what actions they are capable of performing. Library administrators manage roles and the users that are assigned to them. The Role menu is shown in Figure 5 below. Fig. 5: User roles menu on the TS4500 management GUI The TS4500 has four preset roles, each with different levels of access to the management GUI. It also allows for up to 16 new roles to be created, each with a custom name and one of the preset permission levels. All roles have access to all logical libraries. The preset roles cannot be renamed, deleted or modified. The default roles are: Monitor Users mapped to this role can view all physical and library data, but cannot view user accounts or security settings. This role is useful for library operators. Superuser Users mapped to this role can view all pages and perform all library tasks, but cannot manage users, modify security settings, or access service-related functions. Administrator Users mapped to this role can perform all library tasks, including managing access and security, but cannot access service-related functions. Service Users mapped to this role can view all pages that are available to a Monitor role. This user can, in addition, perform service-related functions, such as updating Remote Support Overview 13

firmware, downloading logs, calibrating library components, and performing diagnostic tests. This role is useful for IBM service representatives. When this user logs in to the TS4500 management GUI, some tables display additional information, and some of the available actions differ from the actions that are available for the other roles. Custom Users mapped to a role with a customized name can view all of the pages that are available to the selected preset permission level of the custom role. 4.4 Notifications The Notifications menu is used to configure event notification and other information specific to your TS4500. The Notifications menu accessed from the management GUI is shown in Figure 6 below. 4.4.1 Library Information Fig. 6: Notifications menu on the TS4500 management GUI The default tab displayed on the Notifications window is the Library Information page. The Library Information page displays the configured system name, system location, and company contact information for the TS4500. The library information displayed here is sent in Simple Network Management Protocol (SNMP), e-mail, Syslog, and Call Home notifications. To modify all fields, use the Modify button on the menu shown in Figure 6. This displays the Modify Library Information window, shown in Figure 7 on the next page. Copyright IBM Corporation 2015 14

Fig. 7: Modify Library Information window on the TS4500 management GUI The Modify Library Information window is used to set the TS4500 system name, location, and company contact details. The system name that is shown in the library information profile references the system name that is set during the initial configuration of the library. The system name appears in such places as the navigation tree and notifications. 4.4.2 Notification categories The following contains details regarding the types of notifications that can be received by users of the TS4500: Error Symbol: If an Error notification is received, it is important to examine the message immediately and act as needed. An error notification represents that an event of the highest priority has occurred, which may include: o the failure of one or more jobs o inaccessibility of virtual volumes o suspension of mount operations o downgraded performance Warning Symbol: A warning notification represents that an event has occurred that does not pose an immediate threat to normal operation. A warning message should be evaluated at your earliest possible convenience and action should be taken to resolve the issue, as needed. This type of notification may indicate the following: o An installation or configuration problem or change exists o Possible loss of redundant resources o Possible effect on drive cleaning operations Information Symbol: An informational notification is the lowest priority event. These notifications contain informational messages and useful resources directly related to your TS4500. Remote Support Overview 15

4.4.3 SNMP notification SNMP is a networking protocol that, when enabled, allows the TS4500 to automatically gather information about alerts and machine component status. The system then transmits this information to other entities in the network, such as the SNMP monitoring server. The information collected is called an SNMP trap. Fig. 8: SNMP Notifications pane on the TS4500 management GUI SNMP traps enable the TS4500 to send its profile to the SNMP server by way of an unsolicited SNMP message. If an issue arises with the library, network, or any port in the network, the tape library responds with an information profile to the SNMP server. The nature of the profile depends on the type of issue that arose. The SNMP community is the name of the class of users that has access to the statistics of network-attached devices. The trap community name is sent with a trap. By default, the TS4500 configuration for the SNMP community is set to public. During the initial system configuration, the administrator can change the community name and customize the access settings for each community defined. The SNMP Destinations menu is used to configure SNMP destination servers, send test SNMP traps, and download the SNMP Management Information Base (MIB) file. SNMP destination servers can also be configured to receive only certain types of messages (errors, warnings, or information messages). 4.4.4 E-mail notification Email notification is an additional medium supported by the TS4500 to send information to users who need details about events occurring on the network. If your Simple Mail Transfer Protocol (SMTP) server requires authentication information before it accepts email notifications, authentication information can be defined on the Modify Email Settings page reached by selecting the Modify button on the Email Notifications menu, Copyright IBM Corporation 2015 16

shown in Figure 9 below. Fig. 9: Modifying email settings in the TS4500 management GUI Multiple recipients can be configured to receive email notifications based on their email addresses and local user names. These notifications can be further customized by defining the categories of notifications sent to each user, as shown below in Figure 10. Fig. 10: Defining categories of notifications on the TS4500 management GUI Remote Support Overview 17

4.4.5 System log (Syslog) server The Syslog Notifications menu is used to set up a destination Syslog server, as shown in Figure 11 below. Configure the IP address of the Syslog server along with the event categories to be sent to the server. Fig. 11: Setting up a destination Syslog server using the TS4500 management GUI When system events occur, the TS4500 creates a log of these events. If desired, TS4500 can be configured to send a notification of the recorded event to the syslog server. This customer-provided server then keeps its own log of system events. This type of notification is ideal when monitoring multiple systems in a network as all notifications of events can be viewed in a centralized location. Copyright IBM Corporation 2015 18

5.0 Instructions The following sections provide instructions for initial configuration and modifying clientconfigurable options for some of the remote support and monitoring features available to the TS4500. 5.1 Modifying Call Home contact information To modify any of the library information sent during a Call Home to assist IBM support in initiating contact or provide information to send replacement parts, please follow the steps below. 1. From the TS4500 management GUI home window, hover the cursor over the Settings icon, then select Notifications to open the Notifications window. Fig. 12: Settings menu for the TS4500 management GUI 2. From the Notifications menu, select the Library Information tab. If the information displayed is not valid, select the Modify button to open the Modify Library Information window. Fig. 13: Modify Library Information window for the TS4500 management GUI 3. Enter the updated information in the appropriate text fields, then select OK to accept the changes. To ensure IBM support is able to offer effective system monitoring through Call Home, please update your company s contact information in the Call Home window as personnel or contact methods change. Remote Support Overview 19

5.2 Enabling email notification 1. From the TS4500 management GUI home window, hover the cursor over the Settings icon, then click on Notifications to open the Notifications window. Fig. 14: Settings menu for the TS4500 management GUI 2. Select Email Notifications from the Notifications menu to open the Email Notifications window. Fig. 15: Modify Email Settings window for the TS4500 management GUI 3. Select Modify to open the Modify Email Settings window as shown above. Enter the SMTP server address and the email address to defined for the TS4500 tape library in the From address open text field. 4. If SMTP authentication is implemented on the SMTP server used for email notification transmission, check the Enabled check box. Then enter the user name and password defined for authentication purposes on the server. 5. Click Test to send a falsified notification to the SMTP server. A notification will appear at the top of the window containing the results of the configured email path. 6. To define recipients of email notification, select the Email Recipients tab from the Notifications menu, as shown in Figure 16 on the next page. Copyright IBM Corporation 2015 20

Fig. 16: Defining email notification recipients using the TS4500 management GUI 7. Select the Create Recipient tab at the top left-hand corner of the Email Recipients pane to open the Add Email Recipient window. 8. Select the recipient type that defines the intended user and add their email address or local user name. For further customization, the type of errors received by this server can be customized by notification categories, which are described in Section 4.4.2 Notification categories. 9. Select Add when all required information is added. All entries can be modified or deleted by clicking on the Actions button located next to the Create Recipient tab at the top of the window. 5.3 Enabling SNMP notifications 1. From the TS4500 management GUI home window, hover the cursor over the Settings icon, then click on Notifications to open the Notifications window. Fig. 17: Settings menu for the TS4500 management GUI 2. From the Notifications window, select SNMP Notifications Modify to open the Modify SNMP Settings window, as shown in Figure 18 on the next page. Remote Support Overview 21

Fig. 18: Using the Modify SNMP Notifications window to enable SNMP traps 3. Select the Enabled check box and then enter a valid SNMP community name. To save the new configuration, click Modify. A valid community name is one that matches the community name for the SNMP agent receiving the trap. If the community name is not valid, the trap will not be sent. 4. Select the SNMP Destinations tab from the Notifications menu to open the SNMP Destinations window. 5. Select Create Destination, then enter the IP address of the SNMP server designated to receiving event notifications and the port number. The default port number setting is 162. For further customization, the type of errors received by this server can be customized by notification categories, which are described in Section 4.4.2 Notification categories. 6. Select Add to save the SNMP Destination information saved. Information can be modified or deleted by selecting the Actions menu located at the top of the SNMP Destinations window. 5.4 Enabling syslog notification 1. From the TS4500 management GUI home window, hover the cursor over the Settings icon and then click on Notifications to open the Notifications window. Fig. 19: Settings menu for the TS4500 management GUI Copyright IBM Corporation 2015 22

2. Select Syslogs Notifications from the Notifications menu and then select Create Recipient to open the Create Syslog Server window, as shown in Figure 20 below. Fig. 20: Create Syslog Server window for TS4500 management GUI 3. Enter the Syslog server IP address. For further customization, the type of errors received by the syslog server can be customized by notification categories, which are described in Section 4.4.2 Notification Categories. 4. Select the Create button once the required information has been input. All entries can be modified or deleted by clicking on the Actions button located next to the Create Recipient tab at the top of the window. 5.5 Manual collection of support logs For serviceable events that are difficult to diagnose, an IBM service representative may request additional statics and logs from the Tape Library to assist in the troubleshooting process. The following steps outline the procedure to download these files to later be sent to IBM support. 1. From the management GUI home screen, click on the Save icon located on the toolbar. This icon is circled in Figure 21 below. Fig. 21: Save icon for the TS4500 management GUI Remote Support Overview 23

2. The following files are available for download: Library Log This option downloads a.zip file that includes event logs, servo logs, Nonvolatile random-access memory (NVRAM) event logs, and Fatal Exception logs. Usage Statistics This option downloads a comma-separated value (.csv) file that contains the usage statistics of important library components. System Summary This option downloads a.csv file that lists the library properties and configuration settings. The downloaded file name uses the following format where libraryname is the set name of the library. The file name is formatted aslibraryname_yyyymmdd.csv. If IBM support has requested that you provide a cndump. A package needs to be uploaded to the ECuRep data portal. ECuRep was established as a data repository in case of system problems. From the ECuRep portal, IBM support personnel working on a reported problem can access the information and logs provided by the customer. To upload data to EcuRep: 3. Open a web browser and navigate to http://www.ecurep.ibm.com/app/upload Fig. 22: Accessing the ECuRep page for uploading logs to IBM 4. Select either Standard Upload or Secure Upload from the menu on the left side of the ECuRep home page. 5. Provide the following information in the open text fields on the ECuRep page: a. PMR Number: The problem management record (PMR) number provided by IBM authorized service. b. Upload is for: Other c. Email Address: The email address of the person performing the upload 6. Once the required information has been entered, click Continue to select the Support Package for upload then press OK. The selected Support Package will then be uploaded to IBM support personnel for diagnostic purposes. 7. The files are capable of being downloaded and sent to IBM support. Copyright IBM Corporation 2015 24

Appendix: Additional publications and resources How to access IBM Redbooks publications You can search for, view, or download IBM Redbooks publications, Redpaper publications, Hints and Tips, draft publications and Additional materials, as well as order hardcopy IBM Redbooks publications or CD-ROMs, at this website: www.ibm.com/redbooks IBM Redbooks publications The following IBM Redbooks publications provide additional information about the TS4500 tape library. Note that some publications referenced in this list might be available in softcopy only. IBM TS4500 Tape Library Guide, SG24-8235-00 IBM TS4500 Introduction and Planning Guide, SC27-5990 Other publications The following publications are also relevant as sources for further information: IBM System Storage Tape Library Guide for Open Systems, SG24-5946 IBM Linear Tape File System Enterprise Edition V1.1 Installation and Configuration Guide, SG24-8143 IBM Tape Device Drivers Installation and User s Guide, GA32-0565 Online resources These websites are also relevant as further information sources: TS4500 Service Information center http://pic.dhe.ibm.com/infocenter/ts4500/serv/index.jsp TS4500 Customer Information center http://pic.dhe.ibm.com/infocenter/ts4500/cust/index.jsp TS4500 Product Overview http://www.ibm.com/systems/storage/tape/ts4500/ Library and drive firmware packages http://www.ibm.com/support/fixcentral/ IBM Security Key Lifecycle Manager Information Center http://publib.boulder.ibm.com/infocenter/tivihelp/v2r1/index.jsp IBM tape storage for data protection and long term retention http://www.ibm.com/systems/storage/tape/ IBM Tape System Reporter http://www.ibm.com/support/docview.wss?uid=ssg1s4000680 Help from IBM IBM Support and Downloads http://www.ibm.com/support IBM Global Services http://www.ibm.com/services Remote Support Overview 25