Issue

Storage devices are not displayed in Backup Exec. Other issues may include offline tape drives or tape libraries, storage devices that are not found, not recognized, or not detected.

Sometimes hardware officially tested and supported by Backup Exec is not displayed or appears offline in the Backup Exec interface (e.g., in the Devices or Storage tab), may function incorrectly, or produce specific errors in a job log or Event Viewer log.

Use The Quick Assist tool

The  Quick Assist (QA) Tool helps you with the following troubleshooting steps:

• Backup Exec service account rights verification
• Checking if Removable Storage Service (RSM) is stopped and disabled
• Reviewing system event logs for hardware errors
• Checking if the tape library is enabled (for Backup Exec 2010 and earlier versions)
• Checking if the SCSI changer service is started

Download the Backup Exec Hardware Compatibility List (HCL) to check devices, query strings, and connection methods.

1. Download the HCL for your product version here:
   Backup Exec Hardware Compatibility List (HCL)
2. Consult the HCL list to verify if the device is included and officially supported by Veritas Backup Exec.
   Some devices not listed in the HCL may be recognized and work with Backup Exec. These devices have not been tested and are not officially supported by Backup Exec. 
3. Verify that the query string for the device matches the one in the HCL list.
   Check if current Backup Exec drivers will support the tape library connected to the server.
4. Check the HCL to see if the connection method used to connect the device to the server (e.g., iSCSI, USB, SCSI, Fiber Channel, SAS, IDE, or SATA) is supported.
   
   Tape drives should not be connected to RAID controllers except as specifically stated in the Support Policy for Host Bus Adapters with RAID. 
   
   
   devices support multiple connection methods. These devices appear repeatedly on the HCL.
   
   Some connection methods may work with a particular device but not be listed. If a method is not listed on the HCL, it is not officially supported.

Verify administrator rights for the Backup Exec service account

You can use the Quick Assist (QA) Tool for this procedure which is present in the BE console under Technical support. 

1. Verify whether the Backup Exec service account is a Domain Administrator account or a built-in Administrator account.
   For Backup Exec 2012: Click the Backup Exec  button > Configuration and Settings  - Backup Exec Services. 
   For Backup Exec 2010: In the  Backup Exec Tools menu , click Backup Exec Services > Service Credentials.
2. Check if the rights listed in the article About the Backup Exec service account match those in step 1. 

Stop and disable the Removal Storage Service (RSM) – only for Windows Server 2003/Windows XP

You can use the Quick Assist (QA) Tool for this procedure.

1. Click on  Start > Control Panel > Administrative Tools, then double-click on Services .
2. Click on  Removal Storage Service , then Stop  and  Disable .
   If a storage service error appears, ignore it; it should not recur after the subsequent server restart. There is no need to restart the server. 

Examine system event logs for hardware errors

1. Right-click on  My Computer > Manage .
2. Expand  Computer Management > System Tools > Event Viewer , and then click on  System . (In some versions of Windows:  Computer Management > System Tools > Event Viewer > Windows Logs > System .)
3. Look for hardware errors such as Event ID 5/7/9/11/15.
   See  What does Event ID 5/7/9/11/15 mean... for causes and solutions to these error codes.

Check if the operating system detects the device correctly

Repeat this process each time Backup Exec loses its ability to manage the external tape hardware.
Veritas recommends connecting the tape hardware to a power supply with surge protection.
 

Additional startup instructions may be required for tape hardware located in a Storage Area Network (SAN). For example, you might need to reset the SAN switch to recognize devices.
See How to verify that the operating system detects the device correctly for more details.

Check if the latest Veritas drivers are installed for the tape drive.

For optimal performance, use the Veritas drivers for your specific tape drive.

Veritas does not verify performance or compatibility with drivers from Original Equipment Manufacturers (OEMs), except those listed on the Backup Exec Hardware Compatibility List (HCL) .

1. If you run Live Update regularly or have the latest patches installed, your Backup Exec installation should have the most recent drivers.
   If not, click Backup Exec, type device drivers, and then select Drivers to display a list of drivers available for download. 
2. Use Tapeinst.exe to install the drivers. Tapeinst.exe is located on the Backup Exec installation disc and is copied to the hard drive during installation. The default location is: \Program Files\veritas\Backup Exec.
3. Access Device Manager to check if the Veritas drivers have been installed for the tape drive:
   For Windows 2008: Right-click Computer > Manage , expand Server Manager > Diagnostics , then select Device Manager .
   For Windows 2003: Right-click My Computer > Manager , expand Computer Management , then select Device  Manager .
4. In Device Manager , locate the tape driver, right-click on Properties.
5. Click on the  Driver tab , and check if the driver is the one provided by Veritas .

Note: Installing Veritas tape device drivers is not required if Backup Exec is running on Windows Server 2012 and later.

The Backup Exec 2014 hardware compatibility list does not list any tape devices that require kernel-mode drivers. If older or unsupported tape devices are used, test the devices before using Windows Server 2012 or later to determine functionality in case kernel-mode drivers are required.

Veritas user-mode drivers can now access all supported tape devices. User-mode drivers have accessed most tape drives for several previous versions of Backup Exec. User-mode drivers are not visible in Windows Device Manager. When no kernel-mode driver is installed, Windows Device Manager may display the tape drive with a yellow exclamation mark. This display is acceptable and does not prevent the device from being used with Backup Exec and user-mode drivers. Kernel-mode drivers from Microsoft or the tape hardware vendor are generally acceptable for installation. Backup Exec will continue to access the tape drives via user-mode drivers.

Ensure that the latest firmware is installed on the device, tape library, and Host Bus Adapter (HBA: SCSI, SAS, Fibre Channel controller, etc.)

Check if the latest drivers are installed for the HBA.
Contact the hardware manufacturer for the latest firmware for the tape drive or tape library, and for the latest firmware and drivers for the HBA.

Uninstall any third-party applications controlling the tape drive

Backup Exec may not be able to communicate properly with tape devices if a third-party application is installed, even if the services for that application are disabled.
Do not install tape diagnostic tools while Backup Exec services are running.
Remove tape diagnostic tools after completing testing.

1. Click on  Start > Control Panel > Add/Remove Programs ( or Programs and Features)
2. Select a third-party application or backup tool and then click Uninstall .
3. Repeat the same action to uninstall all third-party applications and backup tools.

If you're troubleshooting a tape library

If you use multiple tape drives in your tape library, a Library Expansion Option (LEO) license may be required.

• Backup Exec 2010 and later versions include support for a single tape drive in each tape library and support for multiple single tape drives.
• Backup Exec 12.5 and earlier versions include support for single tape drives in the first tape library and support for multiple single tape drives.

Ensure that default Microsoft drivers have been installed on the media changer (only for tape libraries)

1. Access Device Manager:
   For Windows 2008: right-click Computer > Manage , expand  Server Manager > Diagnostics , then Device Manager .
   For Windows 2003: right-click  My Computer > Manager , expand Computer Management , then Device Manager .
2. Expand Medium Changer and check if Unknown Medium Changer is listed.
   Unknown Medium Changer indicates that default Microsoft drivers are installed.
3. If OEM drivers are installed, right-click on the OEM driver > Properties > Update driver .
   Updating the driver will install a Microsoft driver; an unknown media changer will be displayed.

Enable tape library support (only for tape libraries. Ignore this step if you have Backup Exec 2012 or later)

The Enable Robotic Library Support option enables support for automatic loaders, robotic tape libraries, and tape library storage systems.

You can use the Quick Assist (QA) Tool  for this procedure.

1. In the Backup Exec console, click on Tools > Install options and license keys on this media server .
2. Click Next until a list of Backup Exec options appears.
   Do one of the following:
   - In the  Enable Robotic Library Support option ,  select the option to install tape library support
   , or
   - Clear the checkbox to uninstall tape library support.
    
3. Continue the installation.
   The Backup Exec support server may require a restart.

Use the Discover tool to troubleshoot hardware errors or booking conflicts

The Discover tool produces detailed attributes of backup devices connected to the server.

1. Stop the Backup Exec services.
2. Access the Backup Exec installation directory. The default location is C:\Program Files\veritas\Backup Exec.
3. To run the tool and create text output, at the command prompt type the following command:
   Discover.exe > C:\discover.txt
4. See  Reading Configuration and Detection Using Discover.exe for more information on how to read output from Discover.exe.

Check if the SCSI changer service is working

You can use the Quick Assist (QA) Tool for this procedure.

1. Click on Start and in the query box type msinfo32 , and then press Enter .
2. In the System Information dialog box , expand  Software Environment , then click System Drivers .
3. Scroll down to search for SCSIChanger service, then check its status: Status=Running. 

Use tracer.exe to perform a SCSI trace while restarting the Backup Exec services

1. Stop the Backup Exec services.
2. Navigate to X:\Program Files\veritas\Backup Exec, and then run tracer.exe. (X: - the drive where Backup Exec is installed)
3. When the tracer is collecting SCSI information, restart the Backup Exec services using Servicesmgr.exe at X:\Program Files\veritas\Backup Exec. 
4. After restarting services, review the tracer log for hardware errors or reservation conflicts.
   See Using the SCSI Trace Utility to Troubleshoot Backup Exec Hardware Errors for more information on reading tracer logs.

Detect and uninstall non-existent devices

Non-existent devices may appear in Device Manager after hardware replacement or firmware and driver updates.

1. Open Device Manager via a command prompt as follows: 
   C:\cd WINDOWS
   C:\WINDOWS>cd system32
   C:\WINDOWS\system32>devmgmt.msc
   C:\WINDOWS\system32>
   
   Device Manager must be opened with the command prompt.
    
2. In  Device Manager , from the  View menu , select Show Hidden Devices .
   This selection displays all device drivers, including those not currently installed and running on the computer.
3. Expand the following devices and right-click on those that are not in bold, selecting Uninstall :
   - Media changers
   - Tape drives
   - SCSI cards.
   Devices that are not in bold are unloaded and can be uninstalled.
   Warning: Removing devices and drivers that are still required by the system may cause system instability and prevent the system from restarting.

Disable, remove, and re-enable devices in Backup Exec

1. In the Backup Exec console, open the Devices/Storage tab .
2. Right-click on the device, and then select Disable . (For Backup Exec 2010 and earlier versions, select Enable to uncheck it; when the box is empty, the device is disabled).
3. Right-click the device and then select Delete.
   You may be prompted to move backup jobs to other devices or device pools (in Backup Exec 2012 you will see  Retarget Jobs ).
   Make a list of the affected jobs and move them back to the original device after resolving the issue.
4. Stop the Backup Exec services.
5. Navigate to X:\Program Files\veritas\Backup Exec, and then run Tapeinst.exe . (X: - the drive where Backup Exec is installed) 
6. In the Veritas Device Driver Installed dialog box, select the following options:
   - Use Veritas tape drivers for all supported tape devices
   - Delete entries for tape devices that are unavailable, removed, or turned off
   - Use Plug-and-Play drivers for Windows 2000 and later
7. Restart the Backup Exec services.

Final troubleshooting steps before contacting Backup Exec Technical Support

• Consult the device manufacturer's documentation to ensure it is functioning correctly.
• Contact the device manufacturer's technical support.
• If the device manufacturer's technical support confirms that the device is working correctly but you still have a problem, please contact  Backup Exec Technical Support .

This article will guide you through troubleshooting problems with storage devices.

Follow the procedures described below:

1. Use the Quick Assist tool in the Backup Exec console under Technical Support 
2. Download the Backup Exec Hardware Compatibility list for:
   • Check if the device is supported
   • Check if the query string matches HCL
   • Check if the connection method used for this device is supported.
3. Verify the permissions for the Backup Exec service account
4. Stop and disable the Removal Storage Service (RSM) - (only for Windows Server 2003/Windows XP) 
5. Examine the system event logs for hardware errors.
6. Check if the operating system detects the device correctly
7. Ensure that the latest Veritas drivers have been installed for tape drives. 
8. Make sure the latest firmware is installed on the device 
9. Uninstall any third-party applications controlling the tape drive
10. If you are troubleshooting a tape library: 
    • Ensure that the default Microsoft drivers have been installed on the Medium Changer
    • Enable tape library support (only Backup Exec 2010 and earlier versions) 
11. Use the Discover tool to troubleshoot hardware errors or booking conflicts
12. Troubleshoot SCSI problems: 
    • Check if the SCSI changer service is working
    • Use tracer.exe to run a SCSI trace when the Backup Exec services start.
13. Detect and uninstall non-existent devices
14. Disable, remove, and re-enable devices in Backup Exec
15. Final troubleshooting steps before contacting Veritas Technical Support

Storage devices are not displayed in Backup Exec. Other issues may include offline tape drives or tape libraries, storage devices that are not found, not recognized, or not detected. Sometimes hardware officially tested and supported by Backup Exec is not displayed or appears offline in the Backup Exec interface (e.g., on the Devices or Storage tab), may malfunction, or produce specific errors in a job log or Event Viewer log.

UMI: V-79-57344-33317 ETrack: 0xE0008225 UMI: V-269-29 JIRA: e00084ed UMI: V-79-57344-34029 JIRA: 0000045D ETrack: 0xe000810b UMI: V-79-57344-33035 ETrack: 0xe00084ed UMI: V-79-57344-34032 ETrack: 5 ETrack: 7 ETrack: 9 ETrack: 11 ETrack: 15 UMI: V-79-57344-57350 ETrack: 0xa00084f0 UMI: V-79-65535-34032 UMI: V-79-57344-34037 JIRA: e00084f5 UMI: V-79-57344-34001 JIRA: e00084d