Need help?

Canister detects something is wrong

Canister's Preflight Checks have extensive checks for the state of your system. Often the fix is trivial, and outside of Canister's influence:

"Looking for LTO drives..."

macOS doesn't detect a LTO SCSI device. Canister will keep scanning until it finds one.
  • If you have an mLogic device, your Thunderbolt cable probably isn't connected properly.
  • If you are using a LTO drive with a separate HBA, the HBA isn't detected. Install its driver first.

"Looking for LTO devices"

Either you're using an old version of Canister, or your Mac lost the connection to the LTO drive. If you know for sure all hardware is powered up, check if all devices are present in macOS. Launch System Information.app. You should see at least two entries:
  • Hardware > Thunderbolt: mTape, Sonnet, MagStor, etc.
  • Hardware > SAS: Ultrium, IBM, HP, Quantum
If you don't see an Ultrium LTO drive listed under SAS, power cycle the Thunderbolt device and the LTO drive. If you're still not seeing anything listed under SAS, restart your Mac.

Something else isn't working. What should I do?

Fleshing out issues when working with LTO is not easily done with so many moving parts, so we're always available to help. Assuming all Preflight Checks are green, this is what we need to help out:
  • Console History
  • System Information
Use the Canister Help menu to share both with us:
Alternatively, you can retrieve these files manually:
  1. 1.
    Open the System Information app:
    • System Information.app > File > Save > (Your Mac).spx
  2. 2.
    In Canister, copy/paste the in-app Console output into a plain text file.
    • Window > Console (Shift-Command-C)
Email both files to [email protected], describing the issue, and we'll get back to you. Bonus points for a screen recording or screenshots.

Last modified 2mo ago