Something isn't working. What should I do?

LTO can be complicated and fleshing out issues is not easily done with so many moving parts. So, we're happy to help with any issue and require only two things to do that:

1. Your System Information.

   1. System Information.app → File → Save → <Your Mac>.spx

2. From Canister, copy-and-paste the in-app Console output into a text file.

   1. Window → Console

Email both to [email protected], describing the issue, and we'll get back to you. Bonus points for a screen recording or screenshots.

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Canister is stuck on "Looking for LTO drive".

If you're using a Thunderbolt LTO drive like a mTape, macOS doesn't always register the LTO drive properly.

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 a 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. If that doesn't help, reach out to your vendor. On Big Sur? Keep reading:

For macOS Big Sur users

Currently, drivers for HBAs (Host Bus Adapter) the device that sits between a Thunderbolt device and a SCSI device, aren't included with Big Sur. Your LTO drive needs a driver installed as mentioned in our Installation guide.

If you've installed the correct HBA driver, you should see the following devices listed in macOS System Information:

1. The LTO drive is listed under System Information.app → Hardware → Thunderbolt.

2. An Ultrium LTO drive on the SASpage.

If your LTO drive is not listed in System Information, contact your LTO drive manufacturer for support.

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Catalog Drivers installer says it has failed

On some systems the Catalog Driver installer reports that installation has failed, due to a permissions issue. This is a false warning, and can safely be ignored.