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Backups stuck at mounting state

Created: 23 Jul 2013 • Updated: 07 Aug 2013 | 18 comments
This issue has been solved. See solution.

Hello Im using NBU 7.0 and im facing some issue in backups and im providing the job detalis adn bptm log, hope you guys will help me .

JOB DETAILS

7/24/2013 11:53:42 AM - requesting resource Any
7/24/2013 11:53:42 AM - requesting resource my42ntfile01.NBU_CLIENT.MAXJOBS.my42ntfile01
7/24/2013 11:53:42 AM - requesting resource my42ntfile01.NBU_POLICY.MAXJOBS.TestBackup
7/24/2013 11:53:42 AM - granted resource my42ntfile01.NBU_CLIENT.MAXJOBS.my42ntfile01
7/24/2013 11:53:42 AM - granted resource my42ntfile01.NBU_POLICY.MAXJOBS.TestBackup
7/24/2013 11:53:42 AM - granted resource B00009
7/24/2013 11:53:42 AM - granted resource IBM.ULT3580-TD3.000
7/24/2013 11:53:42 AM - granted resource my42ntfile01-hcart3-robot-tld-0
7/24/2013 11:53:42 AM - estimated 0 Kbytes needed
7/24/2013 11:53:42 AM - started
7/24/2013 11:53:43 AM - started process bpbrm (7108)
7/24/2013 11:53:43 AM - connecting
7/24/2013 11:53:44 AM - connected; connect time: 00:00:01
7/24/2013 11:53:53 AM - mounting B00009
7/24/2013 11:57:35 AM - Error bptm(pid=3728) error requesting media, TpErrno = No robot daemon or robotics are unavailable
7/24/2013 11:57:35 AM - Warning bptm(pid=3728) media id B00009 load operation reported an error    
7/24/2013 11:57:35 AM - current media B00009 complete, requesting next resource Any
7/24/2013 12:08:31 PM - end writing

BPTM LOG

11:57:40.359 [6584.5668] <8> process_tapealert: TapeAlert Code: 0x27, Type: Warning, Flag: DIAGNOSTICS REQ., from drive IBM.ULT3580-TD3.000 (index 0), Media Id B00009
11:57:40.375 [6584.5668] <16> process_tapealert: TapeAlert Code: 0x37, Type: Critical, Flag: LOADING FAILURE, from drive IBM.ULT3580-TD3.000 (index 0), Media Id B00009

Operating Systems:

Comments 18 CommentsJump to latest comment

RamNagalla's picture

 Error bptm(pid=3728) error requesting media, TpErrno = No robot daemon or robotics are unavailable

what is the output of /usr/opev/volmgr/bin/vmps -a  if its unix media server..?

does your robot it TLD or ACS?

see if you have ltid and other deamons running...?

check if robtest is workng fine

if robtest is working fine.. try to restart the netbackup and make sure all drive are up and fine then test the backup.

Marianne's picture

Lets start with basics, please.

Which OS version is your server?

Single master/media server or master with one or more media servers?
Problem on one server or more than one?

Has this worked fine before? 
If so, have you checked Event Viewer System and Application log for errors?

Please open cmd and cd to <install-path>\veritas\netbackup\bin and run 'bpps'

Please show us the output.

Also use robtest to test mount/dismount. 
See this TN for command usage: http://www.symantec.com/docs/TECH83129

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

mph999's picture

NO matter the state of the daemons (which coudld be a separate issue) the tape alerts are very real and are being sent from the drives.

11:57:40.359 [6584.5668] <8> process_tapealert: TapeAlert Code: 0x27, Type: Warning, Flag: DIAGNOSTICS REQ., from drive IBM.ULT3580-TD3.000 (index 0), Media Id B00009

You need a hardware engineer - the tape drive is sending out a message saying it has a problem.

Martin

Regards,  Martin
 
Setting Logs in NetBackup:
http://www.symantec.com/docs/TECH75805
 
john@12's picture

Hello Marianne van den Berg ,

Which OS version is your server?                                                                         

=Windows 2003R2

Single master/media server or master with one or more media servers?  

=Master/media SAME
Problem on one server or more than one?

Has this worked fine before?�
If so, have you checked Event Viewer System and Application log for errors?=

Its worked fine previously. And sys log error reported is

TapeAlert Code: 0x37, Type: Critical, Flag: LOADING FAILURE, from drive IBM.ULT3580-TD3.000 (index 0), Media Id A00011

TLD(0) barcode questionable for slot 1 ( asc=0x83, ascq=0x1)

Please open cmd and cd to \veritas\netbackup\bin and run 'bpps'* MY42NTFILE01                                           7/24/13 14:59:10.770
COMMAND           PID      LOAD             TIME   MEM                  START
NBConsole        7824    0.000%           18.937   42M   7/24/13 11:51:31.973
bpinetd          4176    0.000%            0.375  7.5M   7/24/13 14:14:11.934
vmd              4884    0.000%            0.250   14M   7/24/13 14:14:12.012
bpjava-msvc      2868    0.000%            0.062  6.9M   7/24/13 14:14:12.043
bprd             6592    0.000%            0.281   15M   7/24/13 14:14:15.981
bpdbm            6840    0.000%            0.328   15M   7/24/13 14:14:16.387
bpjobd           4340    0.000%            0.218   14M   7/24/13 14:14:16.575
nbstserv          724    0.000%            0.437   22M   7/24/13 14:14:19.044
nbsvcmon         6968    0.000%            0.250   14M   7/24/13 14:17:19.268
nbsl             7560    0.000%            2.265   28M   7/24/13 14:17:22.284
dbsrv11          5124    0.000%            7.250   22M   7/24/13 14:17:29.565
nbrb             4508    0.000%            0.718   28M   7/24/13 14:17:30.237
nbevtmgr         4380    0.000%            0.406   20M   7/24/13 14:17:32.847
nbrmms           7756    0.000%            0.437   24M   7/24/13 14:17:33.190
nbpem            7296    0.000%            0.750   23M   7/24/13 14:17:39.034
nbproxy          7740    0.000%            0.625   18M   7/24/13 14:17:39.347
nbars            8056    0.000%            0.375   24M   7/24/13 14:17:47.753
bpcompatd        3912    0.000%            0.125   12M   7/24/13 14:17:58.660
ltid             7936    0.000%            0.218   16M   7/24/13 14:18:01.004
nbemm            8188    0.000%            4.562   37M   7/24/13 14:18:03.379
nbjm             6724    0.000%            0.718   20M   7/24/13 14:18:06.020
nbproxy          4416    0.000%            0.156   16M   7/24/13 14:18:06.395
avrd             4032    0.000%            0.250   13M   7/24/13 14:18:06.770
tldd             4816    0.000%            0.078   13M   7/24/13 14:18:06.770
tldcd            4312    0.000%            0.093   14M   7/24/13 14:18:07.988
nbproxy          2216    0.000%            0.187   16M   7/24/13 14:20:48.791
nbproxy          7084    0.000%            0.125   16M   7/24/13 14:20:49.587
nbproxy          4264    0.000%            0.218   16M   7/24/13 14:21:11.916
nbproxy          4512    0.000%            0.234   17M   7/24/13 14:21:13.604
NBConsole        3996    0.000%            5.125   38M   7/24/13 14:22:18.215
nbproxy          5048    0.000%            0.312   16M   7/24/13 14:23:14.123
nbproxy          6340    0.000%            0.187   16M   7/24/13 14:23:23.608
NBConsole        4944    0.000%            5.125   39M   7/24/13 14:29:10.103
robtest          5052    0.000%            0.093  284K   7/24/13 14:35:10.287
tldtest          4284    0.000%            0.125  304K   7/24/13 14:35:12.537
tldcd            4828    0.000%            0.078   13M   7/24/13 14:39:51.686
bpps             5516    0.000%            0.046  6.7M   7/24/13 14:59:09.677
 

Please show us the output.

Also use robtest to test mount/dismount.�
See this TN for command usage:�http://www.symantec.com/docs/TECH83129

john@12's picture

Hello ALL,

As mph999 said do i need hard ware engineer?

and all the  deamons are running fine.

Marianne's picture

We can see that you invoked the robtest command. 

Have you tried to move tape to a drive, unload and then move tape back to slot?
What was the outcome?

I would say YES, you need a hardware engineer. 
Show him the TapeAlert and barcode errors.

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

babu beesetty's picture

Hello John,

Are you able to take the inventory successfully?

john@12's picture

Hello Marianne & babu,

Im am able to move the media from slot to drive and drive to slot, but the backup is stuck at mounting only. and im able to do the Inventry also.

Opening {2,0,4,1}
MODE_SENSE complete
Enter tld commands (? returns help information)
s d
drive 1 (addr 256) access = 1 Contains Cartridge = yes
Sense code = 0x83, Code qualifier = 0x1
Source address = 4096 (slot 1)
SCSI ID from drive 1 is 4
READ_ELEMENT_STATUS complete
m d1 s1
Initiating MOVE_MEDIUM from address 256 to 4096
MOVE_MEDIUM complete

babu beesetty's picture

How many Drives are available in the tape librrary?

if more than one , Backups are failing on any particular drive or on all the Drives?

even can you please freeze the tape B0009 and try backups on other tapes?

john@12's picture

Hello Babu,

We had 1 tape drive in library and we tried with different tape also, its still showing in mounting state,

and we rebooted the server also. any thing else?

 any suggestions?

mph999's picture

John,

Please go ahead and log a hardware call.

Tape alerts are 'absolute' - there is no point discussing them, rebooting stuff , running inventories etc ... , tring alternate fixes, discussing it some more.

TapeAlert Code: 0x27

https://www-secure.symantec.com/connect/forums/tapealert-code-0x27-type-warning-flag-diagnostics-req

Exaplanation of what is happening (from tapealert.org )

TapeAlert compatible tape drives  are delivered with TapeAlert features as standard. The internal TapeAlert firmware constantly monitors the drive hardware and the media, checking for errors and potential difficulties. Any problems identified are flagged in a SCSI log page, where 64 bytes have been reserved for use by TapeAlert.

After a backup has been completed, the TapeAlert-compatible backup application automatically reads the drive’s TapeAlert SCSI log page to check for any problems. If an error is flagged, the backup software  adds the TapeAlert messages to its logs. 

So, this confirms my previous point about the tape drive itself sending the alert out (NBU is just being helpful and displaying it ...)

As far as I am converted (and I am sure Marianne will agress) thisshould be a one post thread ...  you explain the issue, we advise to log call - nothing else needs to be discussed, it's clear cut.

Martin

Regards,  Martin
 
Setting Logs in NetBackup:
http://www.symantec.com/docs/TECH75805
 
SOLUTION
john@12's picture

Ok thanks for your help, and valuable suggestions. i will log a case with hard ware vendor.

babu beesetty's picture

Hello John,

After reboot could you please clean the drive and check whether cleaning is completing or not. If cleaning is failing there should be definetly hardware failure, if cleaning is completing successfully could you place share the probelm report and check if there are any errors?

Netbackup Management--Reports--Problems

Untitled6.png

mph999's picture

If I'm feeling generous, I would agree that cleaning the drive has an outside chance of clearing the error - but you still have a problem, as you have the situation where cleaning 'fixed' the issue so :

Why as the drive not sending out a cleaning TAPE_ALERT ?

I can probably answer this:

It doesn't send out a cleaning alert, as it didn't know it needed cleaning. that is the drive firmware didn't detect a gradual decrease it writing performance / errors detected. Therefore the cleaning has fixed something that it either wasn't designed to, or the drive really did need cleaning and it just failed to alert.

So either way, you need to log a hardware call.

M

Regards,  Martin
 
Setting Logs in NetBackup:
http://www.symantec.com/docs/TECH75805
 
john@12's picture

Hello All,

After checking all possiblw ways, we noticed that the problem with Tape drive and we got replaced it by vendor, now every thing is going fine.

Thanks All.

Marianne's picture

mph999 advised you in this post to log a hardware call, and again in this post

Please click on 'Mark as solution' link underneath one of these posts.

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links