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Cruachan's avatar
Cruachan
Level 3
15 years ago

BE 2010 with Dell RD1000, cartridges not being ejected

Installed a couple of 2008 x64 Servers last week (not R2) and also installed BE2010 with these Dell devices.  The backups are running OK, but the cartridge won't eject, it muist be done manually.  I've installed the latest (1.44) version of the Dell RDXmon service and fully patched Backup Exec.

I was under the impression that this issue had been resolved in BE 12.5 post-SP2 but haven't been able to find any information relating to 2010 as yet.  Any advice greatly appreciated.
2010
Backup and Recovery
Backup Exec
Managing Backup Devices
  • Cruachan's avatar
    Cruachan
    15 years ago
    Well, I spoke to Symantec and they said it is correct that Media Remove alerts cannot be auto-responded to, but setting the alert to automatically clear should resolve the issue.  Which it has.  I don't really understand it, but it's working now.

    Thanks for your help.

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  • RahulG's avatar
    RahulG
    Level 6
    15 years ago
    Dell has indicated that WMI has been known to prevent the RD1000 from ejecting. To test if WMI is the culprit, run the following command:

    taskkill /f /im wmiprvse.exe

    If, after running that command the eject completes, then Windows is locking the drive. It is possible to use this as a post-command in Backup Exec as a workaround, but the customer will need to make that decision on their own and live with the potential risks that come with running that command.

    Also refer the following http://forum.rdxstorage.com/viewtopic.php?f=3&t=19
  • Cruachan's avatar
    Cruachan
    Level 3
    15 years ago
    We're doing the "Best Effort" workaround currently, but it's not ideal.  Hotfix 318328 is not listed as applying to BE 2010, and the second link in your post is to a removed hotfix so it doesn't seem like it's available anymore.

    I'm going to try the pre and post scripts of stopping and restarting the RDXmon service tonight, still not ideal but better than the "best effort" solution.

    Thanks for the response though!
  • RahulG's avatar
    RahulG
    Level 6
    15 years ago
     1. According to Dell's "Quick Start Installation: Dell, Power Vault, RD1000 User's Guide" ,  RD1000 must have the Dell RD1000 software installed for it to properly acknowledge the host application's request for eject. ( Refer Document link :  http://support.dell.com/support/edocs/stor-sys/RD1000/en/ug/setup.htm ).
     
    2.  If the service software is installed and the service is running,  it does not allow full control to backup exec.
    3.  Stop RDXMON service from windows services console to gain full access ( The same can also be attained by creating a Pre and post Script under backup exec for windows , Please refer related documents below).

  • Cruachan's avatar
    Cruachan
    Level 3
    15 years ago
    Thanks, I've added the scripts to the jobs so we'll see how it goes tomorrow.
  • Cruachan's avatar
    Cruachan
    Level 3
    15 years ago

    Sadly that didn't work, I still had to do a right-click eject in My Computer and then acknowledge the alert in BE 2010 for the job to complete.  We've got support on these installations, so I think it'll be a call to Symantec next week.
  • RahulG's avatar
    RahulG
    Level 6
    15 years ago

    You can try the following two things
    1. Make sure the Removable storage service is disable
    2. Set the aler to respond automatically to the alert

  • Cruachan's avatar
    Cruachan
    Level 3
    15 years ago
    This is Server 2K8, so there's no Removable Storage Service.  According to Document 285824 the Media Remove Alert cannot be auto-responded to. 

    Thanks for the suggestions though, I've logged a case with Symantec so I'll post the solution if there is one.
  • Cruachan's avatar
    Cruachan
    Level 3
    15 years ago
    Well, I spoke to Symantec and they said it is correct that Media Remove alerts cannot be auto-responded to, but setting the alert to automatically clear should resolve the issue.  Which it has.  I don't really understand it, but it's working now.

    Thanks for your help.
  • RahulG's avatar
    RahulG
    Level 6
    15 years ago

    Well Thats is what I meant to Automatically clear the alert !!!! Cheers .