Tape drive keeps going offline

[jskyner]

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 

[AmolB]

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]

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]

What version of BE you are using ?

[jskyner]

BE 12.5 for windows servers

[AmolB]

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]

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]

@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]

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 · Accepted solution]

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

[jskyner]

Hi Amol,

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

Josh