e00084ed - A hardware error occurred on Backup Exec 11d Rev 6235 with Service Pack 1

[Lisa_Young]

Please read this entire message before responding, I tried to list all the details to help solve the problem.

I have the following tape library: Overland LoaderXpress Loader, Part Number - 103626-002

Serial Number - 1R53900250 attached to an HP Proliant DL380 Server which is running Windows 2003 Server Enterprise Edition with Service Pack 2. I am running Backup Exec 11d Rev 6235 with Service Pack 1. Microsoft Security updates through June 2007 have been applied to the server.

My backups are failing. This is the message I see in the Backup Exec's log:

Job ended: Saturday, June 16, 2007 at 2:14:04 AM
Completed status: Failed
Final error: 0xe00084ed - A hardware error occurred.
Final error category: Backup Device Errors

For additional information regarding this error refer to link V-79-57344-34029

I looked in the application log on the server and I see the following errors:

_______________________________________________________________________________

Event Type: Error
Event Source: Backup Exec
Event Category: None
Event ID: 34113
Date:  6/16/2007
Time:  2:14:04 AM
User:  N/A
Computer: 

Description:
Backup Exec Alert: Job Failed
(Server: "") (Job: "New Full Backup Defined with 11D") New Full Backup Defined with 11D -- The job failed with the following error: A hardware error occurred.
 

 For more information, click the following link:
http://eventlookup.veritas.com/eventlookup/EventLookup.jhtml
_______________________________________________________________________________

Event Type: Error
Event Source: Backup Exec
Event Category: None
Event ID: 57600
Date:  6/16/2007
Time:  2:12:22 AM
User:  N/A
Computer: 

Description:
An unknown error occurred on device "HP 1".

 For more information, click the following link:
http://eventlookup.veritas.com/eventlookup/EventLookup.jhtml
Data:
0000: ed 84 00 e0               í .à   

_______________________________________________________________________________

Event Type: Error
Event Source: Backup Exec
Event Category: Devices
Event ID: 33152
Date:  6/16/2007
Time:  2:12:22 AM
User:  N/A
Computer: 

Description:
Adamm Mover Error: Write Failure!
Error = ERROR_IO_DEVICE
Drive = "HP 1"
   {B3E41711-0C7C-4786-B5EE-09C2C12D91C3}
Media = "P00000L2"
   {3469619D-8DB1-46C1-A561-E1CCFE8C94C4}
Read Mode: SingleBlock(0), ScsiPass(0)
Write Mode: SingleBlock(1), ScsiPass(1)
Data:
0000: 70 00 0b 00 00 00 00 10   p.......
0008: 00 00 00 00 47 01         ....G. 
_______________________________________________________________________________

Event Type: Error
Event Source: Backup Exec
Event Category: None
Event ID: 34113
Date:  6/15/2007
Time:  7:00:12 AM
User:  N/A
Computer: 

Description:
Backup Exec Alert: Job Failed
(Server: "") (Job: "New Full Backup Defined with 11D") New Full Backup Defined with 11D -- The job failed with the following error: The data being read from the media is inconsistent.
 

 For more information, click the following link:
http://eventlookup.veritas.com/eventlookup/EventLookup.jhtml
_______________________________________________________________________________

Event Type: Error
Event Source: Backup Exec
Event Category: None
Event ID: 57612
Date:  6/15/2007
Time:  6:58:07 AM
User:  N/A
Computer: 

Description:
A format inconsistency was encountered during a tape read operation on device "HP 1".

 For more information, click the following link:
http://eventlookup.veritas.com/eventlookup/EventLookup.jhtml
_______________________________________________________________________________

Note: I noticed that the errors started occurring in March 2007, but I was able to get good backups. Now the backups are consistently failing.

Troubleshooting done so far:

Called Symatec for support and they suggested to clean the drive and then run the job. If it still failed, clean the drive and try running the job again. I did this and the backups are still failing.

I re-seated the SCSI card and checked SCSI cable and terminator for damage and everything looks OK and the terminator is also fine, light is green. The drive appears to function OK. I am going to contact the hardware manufacturer with these details also, but would appreciate some help with this issue.

Thanks,

Lis@ Young

lisa.young@philips.com

[Lisa_Young]

Continuation of troubleshooting details for anyone else experiencing this issue:

________________________________-

Here is the advice I got from Overland Storage:

Download and Run HP Library and Tape Tool and reply with results.

Before running test HP Tape Tools, please stop backup software services and

manually load a piece of media in the drive using the front panel of the

library. This utility will overwrite your media.

You can find HP Tape Tools (HP_ltt42sr1a_win.exe) at:

http://h20000.www2.hp.com/bizsupport/TechSupport/DriverDownload.jsp?pnameOID=406731&locale=en_US&tas...

Please make sure you copy the entire link into your browser.

Download and install the LTT utility.

Select Hardware Scan and NT Mini Port

Click on test and then select the drive.

Select LTO Drive Assessment test from the dropdown menu.

When the test completes click on Support and save the file.

Send the files that are in ...\HP StorageWorks Library and Tape Tools\logs

directory

Review your system event logs and application logs.

_________________________________

I ran the utility and sent the logs to Overland support. When they analyzed the logs I sent, they told me the following:

Here is what LTT is reporting:

The drive has detected errors consistent with cabling issues.

Please check your cabling and connections between the host and the drive.

Check the Windows System Events for errors with Event ID's of 9, 11 or 15.

If there are errors what is the source?

_______________________________________________

I checked my cabling and reviewed the logs, and did notice a bunch of Event ID's of 9, 11, & 15. I sent the logs to Overland for review and am waiting to hear back from them. In the mean time, I unplugged the cable and plugged it back in and am trying to run a backup now to see what happens. I think I am also going to order a new SCSI cable so I can have it on hand in case I need to switch it out.

_______________________

I will post more details when I hear back from them or when my backup completes.

[Lisa_Young]

Re-seating the SCSI Cable did not work. I am ordering a new SCSI cable.

[Lisa_Young]

I replaced the SCSI cable and did a changed only backup, a full backup, and a restore and everything appears to be working now. Thanks to Symantec Support and Overland support for your help with this issue. I know now to keep a spare cable on hand!

I don't understand why a SCSI cable would just quit working. The cable was in tight and had not been taken out and the pins were all OK, no bent ones. If anyone can enlighten me about this, I would appreciate it.

[CraigV]

Haha *scratching my forehead*...got the exact same error on a site 80km away from where I am...thanks for pointing this out. I was about to log a call for HP in SA to respond to it, and probably wait days before anything got done. I will look at getting it replaced, although I can inventory and erase tapes! So weird all-in-all!
There is no reason for a cable to stop working, other than physical damage! Either from the get-go, or from being moved around too much, caught in a rack door etc.