HP StorageWorks Autoloader not detected by BackupExec

[Fazrul]

Hi,

I have a windows Server 2003 R2 which is connected to a HP 1/8 G2 Autoloader. When Autoloader and Server was booted up, Windows detected autoloader and the tape drive but it was "unknown device". After installing autoloader driver from HP, Windows has detected the autoloader as HP MSL G2 1x8 autoloader. Then when I install BackupExec 11d, it installed BackupExec default driver (recommended) and the tape drive was also detected in Device Manager.

However, BackupExec does not detect the autoloader (robotics library). I found an error message in BackupExec:

Backup Exec Alert: Device Error: Storage Device Configuration Error.

Also, based on other forum post, it was mentioned that the autoloader SCSI ID must be lower than the tape drive SCSI ID. In my case, the autoloader SCSI ID and tape drive SCSI ID is the same. This is the default and I have used HP Storageworks Library and Tape Tools utility to check this. This tool has also managed to detect the barcode of all my loaded media.

How do I go about getting the BackupExec to "see" the autoloader? When I try to manually add a device, it only detects the tape drive. Thanks.

[Robert_Fidler]

I'm having the same problem with the same equipment.  I've looking for a driver of the meduim changer library on the sysmatec site, but no luck.  I'll update my post when I find something.

[Lou_Buffetta]

Hi Fazrul

Try this and see if the tape library is properly recognized by Backup Exec (BE)

Basically you need to do the following:

-- Make sure you have the latest device drivers from BE installed
  -- There are no drivers per-se for the medium changer
  -- BE gets that data from something called a VSD Load Table in the registry
-- The medium changer should be set to "Unknown Medium Changer" in Windows Device Manager
-- Have BE rediscover the tape unit
-- Power the hardware up in the proper sequence

CHANGE TO "UNKNOWN MEDIUM CHANGER"
===== ===== ===== ===== ===== ===== ===== ===== ===== =====
1). On your desktop, right click the “My Computer” icon
2). Select “Manage” then click on “Device Manager”
3). Click on the [+] (plus sign) to the left of “Medium Changers”
4). Right click on the HP medium changer listed and select “Properties”
5). Click on the “Driver” tab
6). Click on the “Update” button
7). If the Wizard asks to connect to Windows select “Yes, this time only” – then click NEXT
8). Select “Install from a list or specific location (Advanced)” – then click NEXT
9). Select “Don’t search I will choose the driver to install” – then click NEXT
10). Select “Unknown Medium Changer” – then click NEXT
11). Follow the rest of the on-screen prompts until you are finished

Have Backup Exec "RE-DISCOVER" the tape devices
=====  =====  =====  =====  =====  =====  =====  =====
-From within Backup Exec, go to Devices
-You will see your devices listed under Robotic Libraries

-Your tree will look something like these
    Robotic Libraries      -OR-                Robotic Libraries
     Exabyte 1   <<< This is the changer >>>    DELL 2
       IBM 1         <<< This is the drive   >>>      DELL 1
       Slots                                      Slots

-Start at the bottom most drive under Robotic Libraries
-Right click the drive and deselect "Enabled"
-Do this for the next drive up working your way up to the changer
-Once everything has been disabled
-Start at the bottom most drive again
-Right click and this time delete the drive
-Do this for the next drive up working your way up to the changer
-Once completed, do a "power cycle" of the hardware involved

HOW TO DO A "POWER CYCLE" OF THE HARDWARE
=====  =====  =====  =====  =====  =====  =====  =====  ====
1) Shut down (power off) the Backup Exec server
2) Shut down (power off) the Tape Library unit
3) Power on the Tape Library and wait until it fully initializes
4) Power on the Backup Exec server
  a) check the SCSI report when the server first boots up
  b) check Windows Device Manager for presence of
     -Medium Changer (unknown changer is OK)
     -Tape Drives
5) See if the problem has cleared up

[Fazrul]

Hi Lou,

I have tried as you advised but it does not solve the issue. After changing the Autoloader to "Unknown Medium Changer" in device manager, BackupExec still does not detect it. I have proceeded with deleting the Tape Drive that was detected in BackupExec, then power cycled the server and autoloader as you mentioned, but the problem persists. I have even tried uninstalling Backupexec and reinstalling (uninstall, reboot, install, reboot) but the autoloader is still not detected by BackupExec.

When the server is booting up, this is the SCSI information shown:

Tape Drive: ID (4) and LUN (0)

Autoloader: ID (4) and LUN (1)

When I start backupexec, I can see an error alert and in Event Viewer, there are 2 errors:

Application Error:

BackupExec Alert: Device Error

Storage Device Configuration Error.

Problems were encountered during the configuration of your storage devices.

System Error:

RSM cannot manage library Tape0. The database is corrupt.

When I uninstalled and reinstalled BackupExec, I removed all applications that were installed during the BE installation (a fresh installation was done).

Another forum thread mentioned that the Autoloader ID should be a lower number compared to Tape ID. But in my case, the SCSI ID for both devices is 4 while the LUN for autoloader is 1 and LUN for Tape drive is 0. I did not see any options to change the LUN for the autoloader to be a lower number than Tape Drive.

Any advise on how to proceed from here? Thanks.

[Robert_Fidler]

I've also tried the suggested solution but it didn't fix the problem.  BE still only sees the tape drive and one media within the autoloader.  No robtic library.

SCSI post

Tape Drive: ID (0) and LUN (0)

Autoloader: ID (0) and LUN (1)

SCSI card

Name LSI Logic PCI-X Ultra320 SCSI Host Adapter
Manufacturer LSI Logic Inc.

I've run all the patches for 11d, updated firware of the meduim changer and the tape drive.  I'll be looking for updated drivers for my SCSI card, today.  Is there a way to use the HP StoageWorks tools to troubleshoot?

[Lou_Buffetta]

The lower SCSI ID for medium changers doesn't matter when using LUNs. That is set up OK.

In Windows Service stop and disable Removable Storage service. This is used mainly by the Windows backup utility and competes with us for control of the drivers.

Let's see how Backup Exec is recognizing the library. You'll have to run a BEDIAG then past a section into a post so I can look at it.

 -- In Backup Exec go to the TOOLS menu
 -- Select the second item down "Backup Exec Diagnostics..."
 -- Click "Run Diagnostics" from the pop open window
   -- Make sure you are diagnosing the proper media server
      if Backup Exec is installed on multiple servers listed
 -- When finished a Notepad window will open

 -- Do a search (Find) for End Adamm

 -- Scroll up a bit to the beginning of the "Device Discovery" section

 -- I'm interested in the Device Name, Primary Inquiry, Secondary Inquiry and Serial Number lines for both changer and drive.

[Lou_Buffetta]

Sorry - past should have been post (as in copy the data and paste it into a post) 

[Fazrul]

Hi Lou,

Here is the part from the log file that you requested. BTW, the log states that the autoloader's state is offline, but in BackupExec, it is not shown at all. Thanks.

[2872] 07/30/07 09:32:41.375 Device Discovery:

Scsi Address
Prt :Bus :Tar :Lun   Attributes
-------------------  -------------------------------------------------------------------------------

0003:0000:0004:0000  Device Name             "\\.\Tape0"
                    Secondary Name          "\\?\scsi#sequential&ven_hp&prod_ultrium_2-scsi&rev_s54w#6&d686172&0&040#{53f5630b-b6bf-11d0-94f2-00a...}"
                    Primary Inquiry         "HP      Ultrium 2-SCSI  S54W"
                    Serial Number           "HP      Ultrium 2-SCSI  HU107146D4"
                    Device Flags            KSCSI, SN(TYPE 1)
                    Device State            3, Online

                    Device IDs              1002, {E72BF1EF-E263-4676-8693-D9874FB6E3AE}
                    Device Name             "HP 1"
                    Device Type             134283265, "LTO 64K (64K,10,0,E,HU)"
                    Device Features         0x000BFB7F: PB,SFB,SRB,WFM,SFF,SRM,PEOD,ES,EL,LU,E,SBS,DC,SDC,TA,HU,RR
                    Device Element          0, 0

0003:0000:0004:0001  Device Name             ""
                    Primary Inquiry         "HP      1x8 G2 AUTOLDR  1.20"
                    Serial Number           ""
                    Device Flags            KSCSI
                    Device State            1, Offline, ERROR = 0x0000007B (ERROR_INVALID_NAME)

-------------------  -------------------------------------------------------------------------------

[2872] 07/30/07 09:32:41.529 Start Rsm Support:

[2872] 07/30/07 09:32:41.529 Device Discovery End:

******** END adamm.log file ********

[Lou_Buffetta]

There's the problem -

0003:0000:0004:0001  Device Name             ""
                    Primary Inquiry         "HP      1x8 G2 AUTOLDR  1.20"
                    Serial Number           ""
                    Device Flags            KSCSI
                    Device State            1, Offline, ERROR = 0x0000007B (ERROR_INVALID_NAME)

This is what we call Open Quotes. For some reason BE is does recognize the Device Name and the Serial Number is not being recognized.

The resolution is lengthy but you should be able to follow along with the instructions below. It is important that you have the most recent device drivers for your version of BE. The G2 Autoloader may have been recently added and may not be in an older version. If the steps below doesn't resolve the problem, your best to call in and work with  a support tech.

Open Quotes for Changer - ERROR = 0x0000007B (ERROR_INVALID_NAME)
========== ========== ========== ========== ========== ==========
.
Quick Summary of steps
---------- ---------- ----------
 -Modify registry key - HKLM\Software\VERITAS\ADAMM
  "Enable robotic library tape device release" to 1
 -Delete: HKLM\System\CurrentControlSet\Control\SCSIChanger
 -Delete: HKLM\System\CurrentControlSet\Services\SCSIChanger
 -Delete: C:\Program Files\VERITAS\Backup Exec\NT\loader
 -Uninstall and remove all VERITAS device drivers (requires reboot)
 -Run repair install of BEWS (requires a reboot)
 -Install latest VRTS drivers again (requires a reboot)
.
.
.
========== ========== ========== ========== ========== ==========
INCOMPATIBLE STORAGE MEDIA or ERROR 0x0000007B (ERROR_INVALID_NAME)
========== ========== ========== ========== ========== ==========
-Open REGEDIT and navigate to the following key
-HKLM\Software\Veritas\Adamm
 -Enable Robotic Library Tape Device Release
 -Change from 0 to 1
-Stop then restart the Backup Exec services
-Perform the next steps if directed to do so by TechSupport Engineer
.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
>>MUST BE SOMETHING NEW IN 11d - THERE IS ANOTHER SIMILAR KEY NAMED
  "Enable Release Robotic LIbrary Tape Device" ("Release" not in same place in statement)

  Set them both to 1 just in case
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
.
.
========== ========== ========== ========== ========== ==========
DELETE SCSICHANGER REGISTRY KEYS
========== ========== ========== ========== ========== ==========
>>>>>>NOTE: This procedure will require 3 system restarts <<<<<<
      -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
1. Quit Backup Exec
2. Start BEUtility, and connect to the Backup Exec media server
3. Select the option to stop the Backup Exec services
4. Click Start | Run, and type REGEDIT. Click OK.
5. Browse to HKey_Local_Machine | System | CurrentControlSet | Services. Delete the SCSIChanger key.
6. Browse to HKey_Local_Machine | System | CurrentControlSet | Control. Delete the SCSIChanger key.
7. Close REGEDIT
8. Navigate to C:\Program Files\VERITAS\Backup Exec\NT\ and delete the "loader" folder
9. Navigate to C:\Program Files\VERITAS\Backup Exec\NT\ and launch 'tapeinst.exe"
   a. Select "Uninstall and remove all VERITAS device drivers from your system"
   b. Select "Delete entries for tape devices that are not available"
   c. Complete the wizard and reboot the system
10. Click Start | Settings | Control Panel
11. Double-click Add/Remove Programs
12. Select Backup Exec for Windows Servers, and click Change
13. Click Next when the Welcome screen displays. Under Local Selections, select the "Repair Backup Exec" option
14. Once completed, Shut down the Backup Exec media server and the robotic library
15. Start the robotic library, and verify that the device initializes correctly
16. Start the Backup Exec media server. Verify that the robotic library posts correctly on SCSI startup
17. Check Windows Device Manager to insure both the Medium Changer and Tape Drive has been recognized
18. Download the latest drivers from VERITAS Software, and install them (a reboot may be necessary for this).
19. The robotic library should now be displayed correctly in Backup Exec.
.
.
========== ========== ========== ========== ========== ==========
REINSTALL THE SAME DEVICE DRIVERS (when no driver update is available)
========== ========== ========== ========== ========== ==========
-Reinstall VERITAS device drivers
 -Go to Tools> Wizards> Device Configuration Wizard
 -Click Next - Click Configure Devices
 -In the top of the yellow window that pops open click on the button that says "Click Here" to re-install the drivers
 -May or may not want a reboot

[Lou_Buffetta]

One quick thing about the registry key location -

The document points to the older 10d location (HKLM\Software\VERITAS\ADAMM)

In version 11 the key location has changed to HKLM\Software\Symantec\Backup Exec for Windows\Adamm.

Same thing for the folder location

The old 10d location is C:\Program Files\Veritas\Backup Exec\NT\Loader

The new 11 location is C:\Program Files\Symantec\Backup Exec\Loader

[Robert_Fidler]

I've finally located my problem.  I had the SCSI cable attached to the upper port in the rear of the autoloader and the terminator was on the lower port, I switched them.  Then downloaded and install the updated device drivers for Windows Servers x86-32bit. seer.entsupport.symantec.com/docs/288038.htm

I've been able to see the device and create all the needed media sets but when I running backup jobs I get an error.

Error 1: id: 33152 Adamm Mover Error: Write Failure! Error = ERROR_IO_DEVICE Drive = "HP 1"    {4CD5579F-FC52-4004-9194-3F08646A9CF7} Media = "Friday 3"    {54FA20EF-BC6C-42E8-AC9C-BD4B723A997C} Read Mode: SingleBlock(0), ScsiPass(0) Write Mode: SingleBlock(1), ScsiPass(1)

Error 2: id: 57600 An unknown error occurred on device "Ultrium 920".

Error 3: id: 34113 (Server: "KPMT-SPRG-SMS1") (Job: "Backup 00014") Backup 00014 -- The job failed with the following error: A hardware error occurred.

[Lou_Buffetta]

Sounds like the medium changer problem got solved and now the tape drive itself is acting up. When you run a new BEDIAG what does that same section report? And check you Event Viewer - System Log for any Events ID 5, 7, 9, 11 or 15 coming from the SCSI driver or tape driver. (Print sources don't count).

When you changed the cable and terminator, did it effect termination of the tape drive itself?

[Robert_Fidler]

[3232] 07/26/07 10:06:20.205 Device Discovery:

Scsi Address
Prt :Bus :Tar :Lun   Attributes
-------------------  -------------------------------------------------------------------------------

0003:0000:0006:0000  Device Name             "\\.\Tape0"
                    Secondary Name          "\\?\scsi#sequential&ven_compaq&prod_sdt-9000&rev_4.05#4&2e673617&0&060#{53f5630b-b6bf-11d0-94f2-00a0...}"
                    Primary Inquiry         "COMPAQ  12/24GB DAT DRV 4.05"
                    Secondary Inquiry       "COMPAQ  SDT-9000        4.05"
                    Serial Number           "SONY    SDT-9000        0009136645"
                    Device Flags            KSCSI, SN(TYPE 1)
                    Device State            3, Online

                    Device IDs              1002, {AC653E96-11D8-4513-8C36-7476C6BB73F5}
                    Device Name             "COMPAQ 1"
                    Device Type             16785409, "4MM 8K (32K,10,0,E)"
                    Device Features         0x0009FBFF: PB,SFB,SRB,WFM,SFF,SRM,PEOD,R,ES,EL,LU,E,SBS,DC,SDC,TA,RR
                    Device Element          0, 0

-------------------  -------------------------------------------------------------------------------

0005:0000:0000:0000  Device Name             "\\.\Tape1"
                    Secondary Name          "\\?\scsi#sequential&ven_hp&prod_ultrium_3-scsi&rev_d21w#4&253b034e&0&000#{53f5630b-b6bf-11d0-94f2-00...}"
                    Primary Inquiry         "HP      Ultrium 3-SCSI  D21W"
                    Serial Number           "HP      Ultrium 3-SCSI  HU10712UWH"
                    Device Flags            KSCSI, SN(TYPE 1)
                    Device State            3, Online

                    Device IDs              1003, {22C785B0-28C2-4CC3-AB2C-48F9003E856F}
                    Device Name             "kpmt-sprg-bkp1"
                    Device Type             134283265, "LTO 64K (64K,10,0,E,HU)"
                    Device Features         0x001BFB7F: PB,SFB,SRB,WFM,SFF,SRM,PEOD,ES,EL,LU,E,SBS,DC,SDC,TA,HU,RR,W
                    Device Element          0, 0

0005:0000:0000:0001  Device Name             ""
                    Secondary Name          "\\.\Changer0"
                    Primary Inquiry         "HP      1x8 G2 AUTOLDR  1.10"
                    Serial Number           ""
                    Device Flags            KSCSI
                    Device State            1, Offline, ERROR = 0x0000007B (ERROR_INVALID_NAME)

-------------------  -------------------------------------------------------------------------------

[3232] 07/26/07 10:06:20.644 Start Rsm Support:

[3232] 07/26/07 10:06:22.537 Device Discovery End:

[Lou_Buffetta]

Still no go - The tape drive is recognized OK but "Changer0" still reporting the Open Quotes

 Device Name             ""
  Secondary Name          "\\.\Changer0"
 Primary Inquiry         "HP      1x8 G2 AUTOLDR  1.10"
 Serial Number           ""
  Device Flags            KSCSI
 Device State            1, Offline, ERROR = 0x0000007B (ERROR_INVALID_NAME)

If after doing the following, which is an advanced level remedy, you still get the same error, you will need to get a case opened and work live with a tech support person.

 -- uninstalling the old Symantec drivers (reboot)
 -- deleting the SCSIChanger keys & Loader folder
 -- doing a repair installation (reboot)
 -- re-installing the latest drivers from Symantec (reboot)

There are other things to check and do but it's too detailed to cover in the chat forum. Good  Luck -

[Fazrul]

Hi Lou,

Based on your guide, you stated:

-Modify registry key - HKLM\Software\VERITAS\ADAMM
  "Enable robotic library tape device release" to 1
 -Delete: HKLM\System\CurrentControlSet\Control\SCSIChanger
 -Delete: HKLM\System\CurrentControlSet\Services\SCSIChanger
 -Delete: C:\Program Files\VERITAS\Backup Exec\NT\loader
 -Uninstall and remove all VERITAS device drivers (requires reboot)
 -Run repair install of BEWS (requires a reboot)
 -Install latest VRTS drivers again (requires a reboot)

Then I realised I have never installed any device driver (as I thought I had the latest installer). I downloaded and installed and rebooted the media server, and now it detects the autoloader. I am currently testing backup and so far it is running fine (backup not yet complete and I hope I don't face any issues : )).

I did a new diagnostics and now everything seems to be in order:

0003:0000:0004:0000  Device Name             "\\.\Tape0"
                    Secondary Name          "\\?\scsi#sequential&ven_hp&prod_ultrium_2-scsi&rev_s54w#6&d686172&0&040#{53f5630b-b6bf-11d0-94f2-00a...}"
                    Primary Inquiry         "HP      Ultrium 2-SCSI  S54W"
                    Serial Number           "HP      Ultrium 2-SCSI  HU107146D4"
                    Device Flags            KSCSI, SN(TYPE 1)
                    Device State            3, Online

                    Device IDs              1002, {E72BF1EF-E263-4676-8693-D9874FB6E3AE}
                    Device Name             "HP 1"
                    Device Type             134283265, "LTO 64K (64K,10,0,E,HU)"
                    Device Features         0x000BFB7F: PB,SFB,SRB,WFM,SFF,SRM,PEOD,ES,EL,LU,E,SBS,DC,SDC,TA,HU,RR
                    Device Element          1003, 0

0003:0000:0004:0001  Device Name             "\\.\MediumChanger0"
                    Primary Inquiry         "HP      1x8 G2 AUTOLDR  1.20"
                    Serial Number           "HP      1x8 G2 AUTOLDR  MXA720001X"
                    Device Flags            KSCSI, SN(TYPE 1), SN(ELEMENT)
                    Device State            3, Online

                    Device IDs              1003, {C7E5DD84-187F-49C6-BB44-CF8CB2E34BFE}
                    Device Name             "HP 2"
                    Device Type             2131755008, "CHANGER FS=1"
                    Device Features         0x00057008: INSMC,PMA,RMP,RRD,SMCAE,TEI
                    1st Slot Number         1
                    Number Of Slots         8
                    Portal Slots            0
                    Import/Export           Manual

                    Drive Element 0         1002, "HU107146D4"

FYI, I only installed the driver and I did not change any of the registry settings.

BTW, my autoloader is connected to backup server using the top SCSI connector while the lower connector is installed with a terminator. This is how the autoloader manual states.

Anyway, thanks a lot Lou. I really appreciate your help on this.

[Robert_Fidler]

Based off the previous post I will rehash the steps needed to install the autoloader and tape drive.  If I'm still having troubles I will call to open a support ticket.  I'd like to thank you both Fazrul and Lou Buffetta for your help and attention to details.  You've been outstanding to work with, thank you again!

Robert Fidler
Springfield, Missouri