Symantec Backup Exec 2010R3

Windows Server 2008 R2 Standard 64bit

The jobs that write directly to tape run without issue

Jobs that write to tape based on a policy are getting stuck on queued.

The policy writes to disk then duplicates the backup to tape.

I have updated to the most recent service pack with all available updates but this does not resolve the issue. I have removed the tape devices from backup exec and remapped the disk folders but this does not resolve the issue.

I have updated the tape drivers to use symantec backup exec drivers.

Rebooted the server to no avail. No alerts are present.

Uninstalled service packs and updates - services no longer start

repaired the installation - services start but the issue still exists.

1. where can I download updates manually?

2. how do I know what updates I need for backup exec 2010 r3?

3. does anyone have any thoughts on how to resolve the issue?