How to verify that the operating system properly detects a device so it can be used with Backup Exec

Article:TECH200801  |  Created: 2012-12-12  |  Updated: 2012-12-18  |  Article URL http://www.symantec.com/docs/TECH200801
Article Type
Technical Solution

Product(s)

Issue



This procedure can be used if Backup Exec is having troubleshooting seeing or operating a hardware device.


Solution



 

This procedure should be repeated whenever Backup Exec loses the ability to manage external tape hardware.
Symantec recommends plugging the tape hardware into a backup power supply that has surge protection.
 
Additional power-on steps may be required for tape hardware that is in a Storage Area Network (SAN). For example, you may need to power cycle SAN switch in order to recognize the tape devices.
 
1.       Navigate to Device Manager, as follows:
 
For Windows 2008:
  • Right click My Computer > Manage
  • Expand Server Manager > Diagnostics > Device Manager.
For Windows 2003:
  • Right click My Computer > Manage
  • Expand Computer Management, and then select Device Manager
2.       If the device is not listed in Device Manager, do the following:
  • See the hardware documentation to verify that the hardware is properly connected/terminated to the server.
  • Verify that the controller can detect the device properly after the BIOS screen appears on start up, and also by booting into the controller BIOS, per manufacturer’s instruction.
3.       If the hardware is properly connected/terminated but still not visible in Device Manager, do the following steps in the order listed:
  • If the tape hardware is external to the server, turn off the robotic library, tape drive, bridge/router (if present), and server.
  • Verify that the device is configured to use the proper addressing scheme, as follows

a. If the library and/or drives support SCSI ID addressing, then verify that the library has a lower SCSI ID than the tape drives.

b. If the library and/or drives support Multi-LUN addressing, then verify that the drives have a lower LUN number than the library. See the hardware documentation for more information about verifying the addressing scheme.

  • Verify that the robotic library’s media management is set to Random.  If the library is detected but issues with moving or managing media exist, verify that the library is in Random mode, and not in Sequential or Stacker mode. See the hardware documentation for more information about how to configure this setting.
  • Turn on the robotic library and tape drive, and allow the devices to fully initialize.
  • Turn on the tape device bridge/router (if present), and allow the device to fully initialize.
  • Turn on the server.
4.       If the device is still not visible in Device Manager, contact technical support for the device’s manufacturer in order to fix the identified hardware issues/errors.
5.       If the device is visible but the issue is not resolved, do the following:
 
  • Ensure that the drive, medium changer, or controller is not listed with an error or warning in Device Manager.
  • Confirm that the tape hardware is properly configured, turned on, detected, and initialized before the operating system starts up.



Article URL http://www.symantec.com/docs/TECH200801


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