Backup job fails on HP StorageWorks ultrium tape drives when connected to LSI SCSI HBA and using Storport driver version 5.2.3790.3959 or later.

Article:TECH163202  |  Created: 2011-06-24  |  Updated: 2012-11-06  |  Article URL http://www.symantec.com/docs/TECH163202
Article Type
Technical Solution


Subject

Issue



Random backup failures when HP StorageWorks Ultrium Tape Drive is connected to a LSI based Host Bus Adapter and Storport driver version installed on the system is later than 5.2.3790.3959, due to Insight Manager Storage Agent timeout if the driver returns SCSI status BUSY and Storport driver retries the command unlimited times

 


Error



The drive will fail backups randomly with,  "A Device Time Out Error has occurred" . In most cases the tape drive will be discovered properly by the Operating system and will work fine when tested with HP Library and Tape Tools.  The system event logs will not show any data that can be related to a drive or SCSI card HBA failure (Event IDS 7, 9, 11 or 15).


Environment



The issue could appear on both Microsoft Windows server 2003  and  Windows server 2008 ,

Both 32 bit and 64 bit editions and with HP Insight management Agents installed.


Solution



 1. Click on Run , type regedit.

 

Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

 

 2. Open the path

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\SCSI\

[device identifier name for the LTO tape device]\

[numeric device instance id for the LTO tape device]\

Device Parameters\

 

 3. Right Click Device Parameters , click New > Key and rename it as Storport .

 

 4. Right Click Storport key > New > DWORD and rename it as BusyRetryCount and the value should be set to 250 decimal.

 

 5. Exit regedit.

 

 6. Reboot the server.

 


Supplemental Materials

SourceRight Now Web
Description

An updated Storport storage driver is available for Windows Server 2003

http://support.microsoft.com/kb/932755

HP StorageWorks Ultrium Tape Drives - Failing Backups when Connected to LSI SCSI HBA and Using Storport Driver Versions Later than 5.2.3790.3959

http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us&taskId=110&prodSeriesId=327382&prodTypeId=12169&objectID=c01655150




Article URL http://www.symantec.com/docs/TECH163202


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