Backup Exec 2010 R3 failing with unknow error when backing up to Tandberg LTO4

[Daniel_Marinov]

Hello,  on SBS 2008 I have installed a Backup Exec 2010 R3. I replaced my old HP drive with a new Tandberg LTO4. However since then it is  failing with unknow error. I tried everything from this article: http://www.symantec.com/business/support/index?page=content&id=TECH38608&profileURL=https%3A%2F%2Fsymaccount-profile.symantec.com%2FSSO%2Findex.jsp%3FssoID%3D1390222775506nMaK1Qf51T3zK1RY3XA8xf5DB09AOyD44TZ5s

And still no luck making this device to work. All updates on the OS installed, all updates on the Backup Exec installed. Device is updated with the latest firmware.

The only thing that I haven't tried yet is to re-install the backup exec.

[CraigV]

Hi Daniel,

Try these steps:

1. Uninstall the library from Backup Exec.

2. Uninstall the library from Windows Device Manager and disconnect from the server.

3. Reboot the server and verify that the library doesn't show up in BE or Device Manager.

4. Shut down the server, reconnect the library and start it up...leave it to initialise.

5. Start up the server. Once done, run tapeinst.exe to install the Symantec drivers. Also make sure that the robotics is showing up in Device Manager as "Unknown medium changer".

If this still doesn't solve it, stop the BE services and run the Tandberg diagnostic tool against the drive to rule out hardware issues.

Thanks!

[Daniel_Marinov]

Hi GraigV,

This is a internal tape drive, it is not a library.

[VJware]

Any hardware events under the Windows system logs ?

Would you pls post adamm.log from \Program Files\Symantec\Backup Exec\Logs as well.

Secondly, just to isolate if the issue is specific to the tape drive or not, try creating a Backup to Disk folder and check if the backups to disk are successful or not.

[CraigV]

Thanks for clarifying...the steps stay the same except you won't (unless you have enough downtime for it) disconnect and then reconnect the drive.

I assume you have connected it up correctly?

Thanks!

[Daniel_Marinov]

Application Event log:

Storage device "TANDBERG 0001" reported an error on a request to write data to media.

Error reported:
A device attached to the system is not functioning.
 

Followed by:

Storage device "TANDBERG 0001" reported an error on a request to write data to media.

Error reported:
A device attached to the system is not functioning.
 

Log file attached.

I have two backup to disk jobs, that are running fine.

[VJware]

adamm has multiple errors such as ~

PvlChanger::MapErrorCode() - offline device

ERROR = 0xE0008216 (E_CHG_DISCONNECTED_DURING_CMD)

And Device Hard Write errors such as well.

As CraigV suggested earlier, would recommend to run vendor diagnostics against this tape drive.

[Larry_Fine]

I suspect a hardware failure or a hardware configuration issue.  Make sure your LSI SCSI HBA has the latest firmware and driver.  Make sure your SCSI cables and termination is good.

These will help with troubleshooting:

http://www.symantec.com/docs/TECH24414

How to troubleshoot issues with a Robotic Library (autoloader/changer) and/or Tape Drive(s).

http://www.symantec.com/docs/TECH49432

Troubleshooting hardware with Backup Exec for Windows Servers using the SCSI Trace Utility (tracer.exe).

[lmosla]

In Backup Exec are there any alerts that need responding to? Have you tried creating recreating the job?

[Larry_Fine]

I suspect that all the errors with PvlChanger are related to the B2D setup, possibly due to network errors or something wrong with the target shares.  Further troubleshooting is needed to determine if they are related to the tape issues.

The tape drive has pretty good error numbers, but then it is a new drive.

                     Device Hard Errors      2 write, 0 read
                     Device Soft Errors      0 write, 0 read

But running vendor diagnostics is certainly a good idea and it will help test the SCSI system also.

You aren't using a RAID SCSI HBA are you?

[Daniel_Marinov]

Ok, Tandberg diagnostic does not show very option - so I ran a full tape I/O test - it will run whole night I suppose. I will share the results tomorrow.

[Daniel_Marinov]

So,

Here are some results.

Tandberg diagnostic show:

Writing 800,226 MB data to the tape...Fail @ 68,688 MB
SPTI: Target: Unknown Target status: 28

 >>> Tape IO Test Failed

I will try to update the firmware for the controller, and if this does not work, will contact Tandberg.

[Daniel_Marinov · Accepted solution]

I fixed by using this registry change:

The steps are as follows:
1 Open Windows regedit.

2 Open the path HKEY_LOCAL_MACHINE\SYSTEM\

CurrentControlSet\Enum\SCSI\[device identifier name for the tape LTO-3 tape device]\[numeric device instance id for the LTO-3 tape device]\Device Parameters\

3 Add a key named Storport under Device Parameters (if there is not one there already).

4 Add a key name called BusyRetryCount. The key type is REG_DWORD, and the value should be set to 4b hex (75 decimal).

**WARNING!
I FOUND 75 DID NOT WORK ON 2008. IT DID ALLOW THE BACKUP TO GET FURTHER BUT FAILED WITH SCSI ERRORS AGAIN. SOME KB's INDICATED THAT SERVER 2008 SHOULD HAVE THE VALUE SET TO 250 DECIMAL (FA IN HEX). THIS WORKED FINE AFTER USING 250. APPARENLTY THE MAX VALUE IS 500 IF YOU CONTINUE TO HAVE ISSUES.
**

5 Exit Regedit.

6 Reboot the server.


Source:

http://h30499.www3.hp.com/t5/ProLiant-Servers-ML-DL-SL/DL380G5-and-HP-LSI-Ultra-320-Scsi/m-p/4163558...

[Larry_Fine]

Daniel, what is the inquiry string for your tape drive?

I found this technote which has a similar fix.  Did any of the error messages you received in Backup Exec lead you to this technote?

http://www.symantec.com/docs/TECH163202

Backup job fails on HP StorageWorks ultrium tape drives when connected to LSI SCSI HBA and using Storport driver version 5.2.3790.3959 or later.

[Daniel_Marinov]

Hello Larry,

All my searches lead me to this article:

http://www.symantec.com/business/support/index?page=content&id=TECH38608

by a chance a found the registry fix in the HP forums.