ATTO Technology UL4D PCI Handbuch

Page 1 of 8 ATTO Technology Inc. jokonczak April 24, 2007

ATTO UL4S/D and UL5D Troubleshooting Guide for Mac OSX

This document describes troubleshooting techniques that can be used to identify

and resolve issues associated with the ATTO Ultra320 SCSI host adapters.

Some of these techniques may seem simplistic or overly obvious, but these are

the ones that are commonly overlooked and can take several hours of frustration

to find. It is important to only try one technique at a time. While changing

multiple variables may seem to be a time saver, it usually complicates the

troubleshooting process.

ÆThe computer will not boot when the host adapter is installed.

The host adapter may be improperly seated. Power down the computer and

reseat the host adapter.

Try putting the host adapter in a different PCI slot.

Make sure that the adapter, if PCIe, is installed in a slot configured as x4 or x8.

Zap the PRAM (command+option+P+R) at boot. Allow to chime 3 times.

Disconnect any SCSI devices from the host adapter and reboot the computer. If

this resolves the issue, investigate the SCSI cables or SCSI target devices as

described in the section below.

If the computer still does not boot, try installing the host adapter in a different

computer. If the host adapter works in the new computer, report this as a

possible interoperability issue between the host adapter and the computer. If the

problem follows the host adapter, replace it with a new adapter.

Verify that the latest version of the computer BIOS is installed. Use caution when

updating the computer’s BIOS. A mistake could leave the system in an unusable

state.

ÆWith the ATTO host adapter installed my system stops and displays a flashing

question mark.

This is an indication that the MAC is not able to find an OS to boot from.

Use a CD or some other source to boot from and make sure the startup disk is

correctly defined in "System Preferences" "Startup disks".

Check cabling. Make sure cables are secure. Swap out with new cable if

possible.

Check termination.

ÆThe U320 SCSI host adapter is installed in the computer but it does not appear in

the System Profiler.

The host adapter may be improperly seated. Power down the computer and

reseat the host adapter.

Check for the correct installation of the driver.

Try putting the host adapter in a different slot.

Make sure that the adapter, if PCIe, is installed in a slot configured as x4 or x8.

Page 2 of 8 ATTO Technology Inc. jokonczak April 24, 2007

Remove any non-vital PCI cards from the system to determine if there is a PCI

bus conflict.

Disconnect any SCSI devices from the host adapter and reboot the computer. If

this resolves the issue, investigate the SCSI cable or SCSI target devices as

described in the section below.

If the computer still does not boot, try installing the host adapter in a different

computer. If the host adapter works in the new computer, try updating the flash

on the host adapter as described in the “Installation and Operations” manual.

Then try it again in the original computer.

If it still fails, report this as a possible interoperability issue between the host

adapter and the computer.

If the problem follows the host adapter, replace it with a new adapter.

ÆThe Mac freezes or hangs.

Disconnect all devices from the SCSI card and reboot the system.

If the system still freezes:

Remove any non-vital PCI cards from the system to determine if there is a PCI

bus conflict.

Remove the SCSI host adapter and test it in a different computer (not the same

model).

If the problem follows the adapter, replace the host adapter with a new one.

If the system no longer freezes after disconnecting the SCSI devices:

Check the SCSI devices to make sure that they are all set to different SCSI ID's.

Each device on each SCSI bus must use a unique ID, including the host adapter.

Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host

adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.

Check cable integrity. Check the cables for solid connections. Make sure they

are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high

quality cables that are specifically rated for the U320 transmission speeds.

Boot into OSX and use the ATTO Configuration Tool to verify the host adapter

has its termination set properly. Instructions to do this can be found in the help

portion of the ATTO Configuration Tool.

Verify the external terminator is the same SCSI type as the devices (certified for

Ultra320 SCSI or lower) and does not have damaged pins.

Try attaching SCSI devices one at a time with different cables, adding drives and

cables until the problem occurs. This will help pinpoint the device or cable

causing the problem.

Watch the LED indicators on the SCSI devices before, during, and after startup.

Drive lights should also flash at startup as the SCSI bus is scanned. This may

give a clue as to the root cause of the issue. If a drive LED remains on when the

computer freezes, suspect a problem with that drive.

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ÆThe system profiler recognizes the U320 SCSI host adapter, but it does not detect

any of the connected SCSI devices.

Verify the SCSI devices are powered on.

Check the SCSI devices to make sure that they are all set to different SCSI ID's.

Each device on each SCSI bus must use a unique ID, including the host adapter.

Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host

adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.

Check cable integrity. Check the cables for solid connections. Make sure they

are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high

quality cables that are specifically rated for the U320 transmission speeds.

Boot into the OSX and use the ATTO Configuration Tool to verify the host

adapter has its termination set properly. Instructions to do this can be found in

the help portion of the ATTO Configuration Tool.

Verify the external terminator is the same SCSI type as the devices (certified as

usable for Ultra320 SCSI or lower) and does not have damaged pins.

Try attaching SCSI devices one at a time with different cables, adding drives and

cables until the problem occurs. This will help pinpoint the device or cable

causing the problem.

Watch the LED indicators on the SCSI devices before, during, and after startup.

Drive lights should also flash at startup as the SCSI bus is scanned. This may

give a clue as to the root cause of the issue.

Try putting the host adapter in a different PCI slot.

Try updating the firmware on the host adapter as described in the “Installation

and Operations” manual.

If all else fails, replace the SCSI host adapter.

ÆThe system profiler recognizes the U320 SCSI host adapter, but only detects

connected SCSI devices on one of the busses. The other bus reports no devices.

Swap the devices and cables from the SCSI bus that appears to be working with

the one having issues. If the issue follows the bus, replace the SCSI host

adapter.

If the issue follows the attached SCSI devices, troubleshoot the attached devices: