Policy based tape backup jobs stuck on queued

Symantec Backup Exec 2010R3

Windows Server 2008 R2 Standard 64bit

The jobs that write directly to tape run without issue

Jobs that write to tape based on a policy are getting stuck on queued.

The policy writes to disk then duplicates the backup to tape.

I have updated to the most recent service pack with all available updates but this does not resolve the issue. I have removed the tape devices from backup exec and remapped the disk folders but this does not resolve the issue.

I have updated the tape drivers to use symantec backup exec drivers.

Rebooted the server to no avail. No alerts are present.

Uninstalled service packs and updates - services no longer start

repaired the installation - services start but the issue still exists.

1. where can I download updates manually?

2. how do I know what updates I need for backup exec 2010 r3?

3. does anyone have any thoughts on how to resolve the issue?