Backup Exec 2010 media server unavailable

[ITGPA]

Hi,

I am having a problem with Backup EXEC 2010 and Backup Exec 2010 R2.

We were using Backup Exec 2010 successfully until a live update failed on the server last Tuesday.

Since that time I have been unable to get Backup Exec to run successfully on the server.

The server is Windows Server 2008 R2, with a HP Auto loader 1/8 attached via SCSI.

The auto loader and tape drive both appear fine in the Windows device manager.

I have read the other posts on this topic and have tried shutting down the server and disconnecting the SCSI cable and restarting with no success.

Backup to disk also does not work so I suspect that something is wrong in the Backup Exec drivers and or database.

Any help would be appreciated.

Tony

[pkh]

What is exactly is the error that you are getting?

Have you tried repairing BE?

[Kiran_Bandi]

Have you checked BE services? All the services are running or not?

Try restarting services from BE service manager.

Regards...

[ITGPA]

Hi Thanks for the replies,

I am not getting any errors in the Microsoft System logs.

All the BE services start successfully and are running.

All Backup Exec jobs are on hold.

As soon as I try to run a job in the job status column it states

Ready; no media servers are available

Not sure where else to look for error logs on this problem.

[ITGPA]

I have done a test with the HP Storage Works tape util and library and it passes all tests.

The B2D may be a server fault and I have someone testing that server.

Kind Regards

Tony

[Kiran_Bandi]

Have you tried restarting BE services?

If that didn't help, try connecting to media server from console manually.

From Network options --> Connect to media server.

Regards......

[pkh]

Go to the Devices tab, click on the media server and pause and unpause it.

[ITGPA]

OK I tried the Network -> Connect to media server which it completed.

It prompted for a password and finished with no errors that I could see.

Then did an inventory of the tape slots.

Same result on an inventory of the tape drive, Ready, No media servers are available.

I created another backup to disk folder which I know works and this also fails with the same error.

Shutting down the Device and Media service hangs for some time and eventually completes.

Kind Regards

Tony

[CraigV]

@Kiran - restarting the server restarts the services...

@Tony - you mentioned that you thought the issue lay with drivers. Are you using the Symantec drivers for the tape drive, and are you running the latest driver package? If not, download it, install it and try a small backup to tape to verify that part at least works.

For the B2D...have you left too big an amount of space on the B2D that might be the result of the job queueing? Have you tried to recreate the B2D and running the backup again?

Thanks!

[ITGPA]

@Kiran,

I have the latest driver package I believe, I am not sure how to check and confirm.

I am convinced this may not be a driver problem as the B2D has the same error and all this started after a Live Update failed.

The B2D has 200Gigs of space available and the job is not queuing but gets the same error as the tape backup.

I have tried installing/upgrading to 2010 R2 and get exactly the same error.

Thanks.

[tech29]

Hi There,

I have seen such kind of error if there is a tape stuck in the drive. Can you please check if there is any tape stuck in the drive by any chance?

Regards,

tech29

[ITGPA]

Hi @Tech29

The tape drive has a web interface and I can remove trays and load tapes and all seems fine with the tape drive.

I am not sure of what else to try.

I think my next step will be to lodge a case with Symantec support.

Thanks all for your suggestions.

Tony

[ITGPA]

I found an enterprise article suggesting that I remove the tape drive and test B2D.

I have now disconnected the tape drive and rebooted the system with out the drive.

I still get the error no media servers available on the backup to disk job that I set-up.

Kind Regards

Tony

[ITGPA]

More information.

I have found that under Device Tab.

The Device pool for the site is stuck in (Discovering Devices)

I suspect that this is were my problem is, does anyone have any suggestions on this?

Kind Regards

Tony

[pkh]

RIght-click on the media server (All devices) and pause and unpause it.

[ITGPA]

Hi @pkh

The All Devices did not have a pause on it only the sub-devices under it.

The master device for this server did have a pause on it and I did the pause / unpause with no effect.

Kind Regards

Tony

[ITGPA]

I have run the BE_SupportTool

And it found the following error

Symantec SCSI Tape Changer/Log Driver

Type Kernel Driver

Status Setting  Default  Actual

Error    State    Stopped  Running

So I assume this means that the driver won't stop and it should hence the discovering devices in the devices tab.

I am not sure where to get an updated kernel driver, I have had someone tell me that the HP drivers might be better in this situation but I cannot find anywhere to download the HP drivers for the HP 1/8 Autoloader and HP LTO4 tape drive.

Kind Regards

Tony

[pkh]

Your library is fairly common and the Symantec drivers should not be a problem.  You can try 

1) Go to the BE installation directory

2) Use the tapeinst.exe to remove all traces of your library and re-install it.

3) power down both the media server and the library

4) power up the tape library

5) power up the media server

You might also want to check the interface card that you are using for your tape library.  It should not be supporting RAID.  See the document below

http://www.symantec.com/business/support/index?page=content&id=TECH70907