Forum Discussion

jskyner's avatar
jskyner
Level 3
15 years ago

Tape drive keeps going offline

I have a backup configured on a HP storage works DAT 160 SAS tape drive. Every so often the backup fails and the HP tape drive goes offline. I can then right click the tape drive and select online and it comes online but when i click inventory the drive goes offline again. I have checked the cables and made sure that they are plugged in and the only way to fix the problem for a short while is to stop the backup exec services turnoff and turn on the tape drive then restart the services.

 

Can anyone please help with this problem?

 

Thanks,

 

Josh 

12.x and Earlier
Backup and Recovery
Backup Exec
  • AmolB's avatar
    AmolB
    15 years ago

    Contact the hardware vendor to perform some diagnostics on the tape drive.

  • AmolB's avatar
    AmolB
    Moderator
    15 years ago

    Hello 

     1) Make sure BE is patched with all the latest updates.

     2) Tape drive should be configured with Symantec drivers.

     3) Check Event viewer(system log) for event id's 9 or 11

    Also refer to http://www.symantec.com/docs/TECH24414

  • jskyner's avatar
    jskyner
    Level 3
    15 years ago

    Thanks Amol for your reply i am updating BE now, i have also looked at the event log in windows under system and i have found event id 11 errors saying...

    "The driver detected a controller error on \Device\Tape0.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp."

    and

    The driver detected a controller error on \Device\RaidPort1.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

    is it possible that in the BE update that new drivers for the tape drive will be included and will automaticly update the tape drive or will i have to find the most recent symantec driver for the tape drive.

     

    Thanks

    Josh

  • AmolB's avatar
    AmolB
    Moderator
    15 years ago

    Latest device driver installer for BE12.5

    32 bit http://www.symantec.com/docs/TECH128716

    64 bit http://www.symantec.com/docs/TECH128718

     

    Also have a look at the event id 11 explanation from Microsoft.

    Event ID 11: Signifies controller errors. These errors are generally caused by hardware that is not functioning correctly. Attempting to slow the SCSI bus down and verifying that the latest SCSI drivers and firmware are loaded can sometimes resolve these issues. If these errors occur, contact the hardware manufacturer.

  • jskyner's avatar
    jskyner
    Level 3
    15 years ago

    Thats great Amol.

    I am downloading the new drivers now and from what you have found about the event ID it sounds like if i update the driver this could solve the problem.

    it also seems there are alot of updates that need installing too so i will try and install the new driver and updates and see how the backups run.

     

    Thanks

     

    Josh

  • Turls's avatar
    Turls
    Level 6
    15 years ago

    @jskyner, Please come back and post any updates to this thread. And if Amol's suggestion resolved your issue, please make it a point to mark it as a solution. Thanks!

  • jskyner's avatar
    jskyner
    Level 3
    15 years ago

    Hi Amol,

    it seems that the problem is with the tape drive its self and not backup exec. i have tied all that you have sugested and the tape drive keeps going back offline.

    i will have to find a way of changing the backup so that the tape drive is not involved.

     

    Thanks anyway,

     

    Josh

  • AmolB's avatar
    AmolB
    Moderator
    15 years ago

    Contact the hardware vendor to perform some diagnostics on the tape drive.

  • jskyner's avatar
    jskyner
    Level 3
    15 years ago

    Hi Amol,

     

    Im just about to contact HP now thanks for all your help

     

    Josh