Here's an update. Next thing I know, Gateway has shipped out another autoloader. They just decided to do it on their own and told me after the fact. I figured that it would not work since it appears to be more of a firmware/driver issue. I received the unit on Tuesday, installed it yesterday and same thing. I figured as much. So, I checked for firmware updates on the other hardware. The controller, chipset and everything was up to date except for the BIOS on the system board. Once again, that still didn't fix it. Every time I made a change, I would disable/delete the tape drive/autoloader, shut the services down, exit the app, restart the services, restart the app and it would redetect everything. Unfortunately, it would detect it as HIC still.
So, I decided to take it an extra step. I got another like server (same make/model) and did another fresh install of Server 2003 with SP1 and this time put on Backup Exec 10d. Same thing. I tried it with Windows and Veritas drivers. I ran SP1 for Backup Exec. I ran the device driver update for it as well. Still the same thing.
I am guessing that Backup Exec is looking for an exact match for the SCSI Inquiry String. According to the Hardware Compatability List, the autoloader that it supports is CLL 6400 which is what it is. It states that the inquiry string is BDT^^^^^ThinStor^AutoLdr for the autoloader and CERTANCEULTRIUM^3 for the tape drive.
I guess my question is, how do I find out what the string is? How do I know what Backup Exec is picking up? The device properties show different things in different places. On the general tab it shows "ThinStor AutoLdr" minus the quotes for the product ID. The help file shows Product ID The product ID from the SCSI Inquiry string. If that is the case, it is missing BDT. Also, does the carrot symbol (^) represent spaces or is it a character that is part of the string and has to be there? Now, if you look at the SCSI Information tab you will see "Inquiry: BDT ThinStor AutoLdrS442". Again, is the carrot symbol (^) necessary and does the fact that it shows S442 make it detect things improperly?
Same thing with the tape drive. The drive shows "ULTRIUM 3" for the product ID on the general tab. On the SCSI information tab it shows "CERTANCEULTRIUM 3 1770" where 1770 is the firmware revision.
So I guess I got three main questions:
1.) Where is Backup Exec pulling for the string? As seen above, the SCSI Inquiry String looks different depending on what tab you go to. Which one is right or does it pull from somewhere else?
2.) Are the minor differences enough to make a difference?
3.) How can I read the string from the autoloader/drive directly other than using Backup Exec? This way, I would know what it is and can tell if it matches the HCL.
Again, thank you all for your help. If anyone has anymore thoughts, that would be greatly appreciated.