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Problem backup from Symantec Backup Exec to HP Ultrium LTO tape

Created: 19 Oct 2011 | 7 comments

Dear Sir/Madam,

We have an emergancy: Our backup Job notificate fails with Symantec Backup Exec 11d (version 11.0 Rev. 7170)

"

Job ended: woensdag 19 oktober 2011 at 10:48:54
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

Backup- D: Data
Storage device "HP Ultrium 400" reported an error on a request to write data to media.
Error reported:
Kan de opdracht niet uitvoeren door een fout in een I/O-apparaat.
V-79-57344-34029 - A hardware error occurred."

The Server (DC) is a Windows Server 2003 Small Business Server Premium R2.
The Backup device is a HP Ultium 2-SCSI

The system Event Log notifies (in order of sequence, first error 15, then information 7036 en then 3 times error 7, made anonymously "xxxx") , as listed below:

By the way / and maybe connected to the problem:
 - Strangly we don't get notifications by mail although is is implied..
- Also if I place a cleaning cadrigde the Symantec Software still mention that there's no cleaning since 4 years orso.
- We had to replace the battery of the SCSI cache. We also replaced the cache itself
- Later on, the backup did function sometimes. 
- I've tried using less weared tapes, but the problem remained.
- If I retry a backup (Run now a scheduled backup), the same amout of bytes are counted to the backuptape (43.280.832)
- All lights on the front of the HP server are green (oké I'll guess)
 

Type gebeurtenis: Fout
Bron van gebeurtenis: hplto
Categorie van gebeurtenis: Geen
Gebeurtenis-id 15
Datum:  19-10-2011
Tijd:  1:00:37
Gebruiker:  n.v.t.
Computer: xxxxDC
Beschrijving:
Kan apparaat \Device\Tape0 niet benaderen.

Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.
Gegevens:
0000: 0f 00 68 00 01 00 bc 00   ..h...¼.
0008: 00 00 00 00 0f 00 04 c0   .......À
0010: 04 01 00 00 9d 00 00 c0   ......À
0018: 00 00 00 00 00 00 00 00   ........
0020: 00 00 00 00 00 00 00 00   ........
0028: ab 43 2a 00 00 00 00 00   «C*.....
0030: ff ff ff ff 00 00 00 00   ÿÿÿÿ....
0038: 40 00 00 0a 00 00 03 00   @.......
0040: fe 20 06 12 08 01 10 10   þ ......
0048: 00 00 00 00 60 09 00 00   ....`...
0050: 00 00 00 00 b0 ad 17 8a   ....°­.Š
0058: 00 00 00 00 08 60 c3 89   .....`É
0060: 00 00 00 00 00 00 00 00   ........
0068: 00 00 00 00 00 00 00 00   ........
0070: 00 00 00 00 00 00 00 00   ........
0078: 00 00 00 00 00 00 00 00   ........
0080: 00 00 00 00 00 00 00 00   ........
0088: 00 00 00 00 00 00 00 00   ........

Type gebeurtenis: Informatie
Bron van gebeurtenis: Service Control Manager
Categorie van gebeurtenis: Geen
Gebeurtenis-id 7036
Datum:  19-10-2011
Tijd:  1:03:35
Gebruiker:  n.v.t.
Computer: xxxxDC
Beschrijving:
De  Volume Shadow Copy-service heeft nu de status Beëindigd.

Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.

Type gebeurtenis: Fout
Bron van gebeurtenis: hplto
Categorie van gebeurtenis: Geen
Gebeurtenis-id 7
Datum:  19-10-2011
Tijd:  1:04:14
Gebruiker:  n.v.t.
Computer: xxxxDC
Beschrijving:
Beschadigd blok in apparaat \Device\Tape0.

Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.
Gegevens:
0000: 0f 00 68 00 01 00 bc 00   ..h...¼.
0008: 00 00 00 00 07 00 04 c0   .......À
0010: 00 01 00 00 9c 00 00 c0   ....œ..À
0018: 00 00 00 00 00 00 00 00   ........
0020: 00 00 00 00 00 00 00 00   ........
0028: 07 7a 2a 00 00 00 00 00   .z*.....
0030: ff ff ff ff 00 00 00 00   ÿÿÿÿ....
0038: 40 00 00 84 02 00 03 00   @..„....
0040: fe 20 06 12 08 01 00 00   þ ......
0048: 00 00 00 00 60 09 00 00   ....`...
0050: 00 00 00 00 08 b0 6d 87   .....°m‡
0058: 00 00 00 00 08 d0 36 89   .....Ð6‰
0060: 00 00 00 00 00 00 00 00   ........
0068: 11 03 00 00 00 00 00 00   ........
0070: 00 00 00 00 00 00 00 00   ........
0078: 70 00 03 00 00 00 00 10   p.......
0080: 00 00 00 00 14 00 00 00   ........
0088: 50 90 00 00 00 00 00 00   P......

 

Type gebeurtenis: Fout
Bron van gebeurtenis: hplto
Categorie van gebeurtenis: Geen
Gebeurtenis-id 7
Datum:  19-10-2011
Tijd:  1:06:26
Gebruiker:  n.v.t.
Computer: xxxxDC
Beschrijving:
Beschadigd blok in apparaat \Device\Tape0.

Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.
Gegevens:
0000: 0f 00 68 00 01 00 bc 00   ..h...¼.
0008: 00 00 00 00 07 00 04 c0   .......À
0010: 00 01 00 00 9c 00 00 c0   ....œ..À
0018: 00 00 00 00 00 00 00 00   ........
0020: 00 00 00 00 00 00 00 00   ........
0028: 00 9b 2a 00 00 00 00 00   .›*.....
0030: ff ff ff ff 00 00 00 00   ÿÿÿÿ....
0038: 40 00 00 84 02 00 03 00   @..„....
0040: fe 20 06 12 08 01 00 00   þ ......
0048: 00 00 00 00 60 09 00 00   ....`...
0050: 00 00 00 00 f0 81 8d 87   ....ð‡
0058: 00 00 00 00 08 2b eb 87   .....+ë‡
0060: 00 00 00 00 00 00 00 00   ........
0068: 11 03 00 00 00 00 00 00   ........
0070: 00 00 00 00 00 00 00 00   ........
0078: 70 00 03 00 00 00 00 10   p.......
0080: 00 00 00 00 14 00 00 00   ........
0088: 50 90 00 00 00 00 00 00   P......

Type gebeurtenis: Fout
Bron van gebeurtenis: hplto
Categorie van gebeurtenis: Geen
Gebeurtenis-id 7
Datum:  19-10-2011
Tijd:  1:08:38
Gebruiker:  n.v.t.
Computer: xxxxDC
Beschrijving:
Beschadigd blok in apparaat \Device\Tape0.

Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.
Gegevens:
0000: 0f 00 68 00 01 00 bc 00   ..h...¼.
0008: 00 00 00 00 07 00 04 c0   .......À
0010: 00 01 00 00 9c 00 00 c0   ....œ..À
0018: 00 00 00 00 00 00 00 00   ........
0020: 00 00 00 00 00 00 00 00   ........
0028: f8 bb 2a 00 00 00 00 00   ø»*.....
0030: ff ff ff ff 00 00 00 00   ÿÿÿÿ....
0038: 40 00 00 84 02 00 03 00   @..„....
0040: fe 20 06 12 08 01 00 00   þ ......
0048: 00 00 00 00 60 09 00 00   ....`...
0050: 00 00 00 00 e8 4c 5b 87   ....èL[‡
0058: 00 00 00 00 e0 07 00 88   ....à..ˆ
0060: 00 00 00 00 00 00 00 00   ........
0068: 11 03 00 00 00 00 00 00   ........
0070: 00 00 00 00 00 00 00 00   ........
0078: 70 00 03 00 00 00 00 10   p.......
0080: 00 00 00 00 14 00 00 00   ........
0088: 50 90 00 00 00 00 00 00   P......

 

Type gebeurtenis: Fout
Bron van gebeurtenis: hplto
Categorie van gebeurtenis: Geen
Gebeurtenis-id 7
Datum:  19-10-2011
Tijd:  1:10:50
Gebruiker:  n.v.t.
Computer: xxxxDC
Beschrijving:
Beschadigd blok in apparaat \Device\Tape0.

Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.
Gegevens:
0000: 0f 00 68 00 01 00 bc 00   ..h...¼.
0008: 00 00 00 00 07 00 04 c0   .......À
0010: 00 01 00 00 9c 00 00 c0   ....œ..À
0018: 00 00 00 00 00 00 00 00   ........
0020: 00 00 00 00 00 00 00 00   ........
0028: f2 dc 2a 00 00 00 00 00   òÜ*.....
0030: ff ff ff ff 00 00 00 00   ÿÿÿÿ....
0038: 40 00 00 84 02 00 03 00   @..„....
0040: fe 20 06 12 08 01 00 00   þ ......
0048: 00 00 00 00 60 09 00 00   ....`...
0050: 00 00 00 00 00 08 d8 87   ......؇
0058: 00 00 00 00 40 84 0b 88   ....@„.ˆ
0060: 00 00 00 00 00 00 00 00   ........
0068: 11 03 00 00 00 00 00 00   ........
0070: 00 00 00 00 00 00 00 00   ........
0078: 70 00 03 00 00 00 00 10   p.......
0080: 00 00 00 00 14 00 00 00   ........
0088: 50 90 00 00 00 00 00 00   P......

Comments 7 CommentsJump to latest comment

Sush...'s picture
  • Event ID 7. This error indicates that bad blocks exist. This error can be caused by an outdated tape device driver, faulty media, or dirty read/write heads on the tape drive. To correct this error, update to the most recent Backup Exec tape device drivers, run a cleaning job, and replace the media with new media, if possible. If the error continues, contact the hardware vendor.

  • Event ID 15. This error indicates that the device is not ready to be accessed. This error usually occurs when the device is malfunctioning or is configured incorrectly. This error may also occur if the incorrect drivers are loaded or the drivers are not up to date.
  • It seems that the issue that you are facing is completely Hardware issue. Please consult your hardware vendor for the same.

    Alternatively you can also refer to this technote for some more troubleshooting

    http://www.symantec.com/docs/TECH24414 : How to troubleshoot issues with a Robotic Library (autoloader/changer) and/or Tape Drive(s)

     

    Thanks,

    -Sush...

    Hope this piece of Information Helps you... and if it does then mark this response as Solution....!!!

    CraigV's picture

    Hi there,

     

    Get hold of HP's Library and Tape Tools on the link below. Stop the BE services and run the diagnostics against the drive, especially the Write Test to rule out hardware issues:

    http://h20000.www2.hp.com/bizsupport/TechSupport/DriverDownload.jsp?pnameOID=406731&locale=en_US&taskId=135&prodTypeId=12169&prodSeriesId=406729

    You can also update the firmware using HP LTT. If the tests show as failed (Write Test, Self-test etc) then you have a hardware problem and need to get it repaired by the vendor/repair center.

     

    Thanks!

    Alternative ways to access Backup Exec Technical Support:

    https://www-secure.symantec.com/connect/blogs/alte...

    Barman's picture

    Thanks for the replies.

    But we've not yet found the aswer.

    Hardware Vendor ran HP LTT but didn't find a solution.
    We've tried multiple solutions, like rebooting + use new tape. Before using the new tape, i've ran the cleaning tape. The new tape succeeded twice: It backuped succesfull 187.309.342.141 bytes, then 187.427.869.582.
    Then it failed with 182.821.383.728, 114.332.464.828, 43.344.320, 44.360.128, 43.344.320 bytes.
    Also the Jobrate decreased in the same rate form 1.014.24 MB/min to nowadays 4.00 MB/min.

    I'm unhappy with the situation and lack of acknowledgements.

    Maybe someone else experience the same issues?

    To be complete, there are 14 not executed essential updates. Among / besides this an optional update has not run, see below *).

    Our IT provider sais that they donnot run these updates / this update until they are proven correct. And the problem occurs long after the appearencedate of this update.

    *)"

    Hewlett Packard - Storage - Hewlett Packard LTO Ultrium-2 drive
    Datum van de laatste publicatie: 6-11-2010
    Downloadgrootte: 18 kB
    Hewlett Packard Storage software update released in October, 2010
    Systeemvereisten
    Aanbevolen processor: Niet opgegeven.
    Aanbevolen geheugen: Niet opgegeven.
    Aanbevolen vrije ruimte op de vaste schijf: Niet opgegeven.
    Help en ondersteuning vragen
    http://support.microsoft.com/select/?target=hub
    Meer informatie

    "

    Barman's picture

    We updated oud system software, used a new tape and still no solution.

    Please advice...

    BackupHound's picture

    As CraigV suggested - check the firmware revision through LTT.

    Cleaning tape, 5 times.

    How about trying a windows level backup and by passing BUE completely?

    Rescan device in Win Device Manager?

    Do you have another tape device you can swap out to test?

    pkh's picture

    If you are running the HP Insight Manager, disable it.

    Barman's picture

    Also pkh: Thanks for the reaction.

    But as far as I know, we don't run HP Insight Manager. I don't see it in the taskmanager nor in the services. To be sure of the last conclusion, I added a screendump of it. If it is running, please inform me how to stop it.

    Regards

    services HP.JPG