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arcserve-KB : The tape device does not show up in the arcserve Backup Device Management Window even though it shows up in Windows Device Manager.

Last Update: 2015-12-15 22:08:26 UTC

CA ARCSERVE BACKUP FOR WINDOWS COMMON: 12.5

Last Modified Date:    06/23/2009
Document ID:    TEC491296
Tech Document
Title:  The tape device does not show up in the CA ARCserve Backup Device Management Window even though it shows up in Windows Device Manager.

Description:

Windows Device Manager will correctly display a tape device but the device will not show up in the CA ARCserve Backup Device Management Window.

Solution:

CA ARCserve Backup will not display the tape device if it cannot obtain the device specific information such as its serial number. This can happen due to a variety of reasons.

Check the Tape Engine log 'TAPE.LOG' (found in the LOG directory of CA ARCserve Backup) for the section containing the start up of the Tape Engine.

Start by reviewing the TAPE.LOG for a failure of an Inquiry command sent by the Tape Engine to obtain the tape device serial number. The details may be different in each case, but the consistent items to look for are the Inquiry command, page code, and serial number.


[03/12 11:52:50 0d5c  2               ] LDN: 3 - Serial Number Inquiry for page 0x           80 Failed...

[03/12 11:52:50 0d5c  2               ] =>ABSL:2060 [INQUIRY         ] 12 01 83 00 40 00 00 00 00 40 tt[1]

[03/12 11:52:50 0d5c  2               ] ---------------INQUIRY HEX DUMP----------------

[03/12 11:52:50 0d5c  2               ] Hexdump Starts --------------------

[03/12 11:52:50 0d5c  2               ] 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00   ................

[03/12 11:52:50 0d5c  2               ] 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00   ................

[03/12 11:52:50 0d5c  2               ] 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00   ................

[03/12 11:52:50 0d5c  2               ] 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00   ................

[03/12 11:52:50 0d5c  2               ] 

[03/12 11:52:50 0d5c  2               ] LDN: 3 - Inquiry with page code [0x83] did not return page[0x83]...

[03/12 11:52:50 0d5c  2               ] LDN:3 - Serial Number Inquiry for page 0x                  83 Failed.. 

In an installation of Windows with an older version of storport.sys it may show up like this:


2008/03/11 12:01:41 [16f8] =>ABSL:3050 [INQUIRY         ] 12 01 80 00 40 00 00 00 00 00 tt[1]

2008/03/11 12:01:41 [16f8] 03/11 12:01:41 ABSL:3050 SCSICommandRetry: NT Error that can be retried. CMD:[12], 
Error 317

The important thing here is the failure of the Inquiry command.

Without the device serial number the device will be unavailable for the Tape Engine to use. To resolve this enable the tape device from within the OS Device Manager. See tech doc TEC445647 Storport Considerations for details.

When it works correctly the serial number will be displayed:


2008/03/26 13:04:49 [1050] =>ABSL:3010 [INQUIRY         ] 12 01 80 00 40 00 00 00 00 00 tt[1]

2008/03/26 13:04:49 [1050] ---------------INQUIRY HEX DUMP----------------

2008/03/26 13:04:49 [1050] Hexdump Starts --------------------

2008/03/26 13:04:49 [1050] 01 80 00 0a 48 55 31 30 36 32 31 33 39 42 00 00   ....HU1062139B..

2008/03/26 13:04:49 [1050] 00 00 00 00 00 00 00 00 48 41 52 44 57 41 52 45   ........HARDWARE

2008/03/26 13:04:49 [1050] 5c 44 45 56 49 43 45 4d 41 50 5c 53 63 73 69 5c   \DEVICEMAP\Scsi\

2008/03/26 13:04:49 [1050] 53 63 73 69 20 50 6f 72 74 20 33 5c 53 63 73 69   Scsi Port 3\Scsi

2008/03/26 13:04:49 [1050] 

2008/03/26 13:04:49 [1050] LDN:4 - *Serial Number [HU1062139B] Found*

Sometimes the failure is something preventing the Tape Engine from obtaining information at the controller level. Here are some examples of what may be recorded in the TAPE.LOG. It is important to know which controller the device is connected to.

In this case no devices are attached to controller 1 so the log just goes on to the next controller. It then fails to obtain the device information for boards 2 and 3:


2008/04/18 00:46:27 [0d6c] Scanning for devices at \Scsi Port 1

2008/04/18 00:46:27 [0d6c] Scanning for devices at \Scsi Port 2

2008/04/18 00:46:27 [0d6c] Windows NT SCSI Get Inquiry on \Scsi Port 2 Failed. MS=1

2008/04/18 00:46:30 [0d6c] Failed to get inquiry for devices on board 2. Continuing with other boards

2008/04/18 00:46:30 [0d6c] Scanning for devices at \Scsi Port 3

2008/04/18 00:46:30 [0d6c] Windows NT SCSI Get Inquiry on \Scsi Port 3 Failed. MS=1

2008/04/18 00:46:33 [0d6c] Failed to get inquiry for devices on board 3. Continuing with other boards

Here is another example this time with iSCSI:


[08/14 15:53:32 1470  2               ] InitializeControllerBoards: Updating Board[1]

[08/14 15:53:32 1470  2               ] MicrosoftiScsiInitiator: ScsiPort [1] device name []

[08/14 15:53:32 1470  2               ] MicrosoftiScsiInitiator: ScsiPort [1] device name []

[08/14 15:53:32 1470  1               ] B:2 Windows NT SCSI Get Inquiry Failed. MS=1

In the adapter info section if there is a failure to obtain the adapter details it will show up like this:


[10/17 15:53:21 0540  1               ] ----------------- Host Adapter 1 Details----------

[10/17 15:53:21 0540  1               ] Host Adapter Vendor Name   : 

[10/17 15:53:21 0540  1               ] Host Adapter Name          : 

[10/17 15:53:21 0540  1               ] Host Adapter No            : 1

[10/17 15:53:21 0540  2               ] Host ScsiId                : 255

Here is an example of normal behavior, with adapter information displayed:


[06/05 13:14:38 0524  1               ] ----------------Host Adapter 4 Details-----------

[06/05 13:14:38 0524  1               ] Host Adapter Vendor Name   : adpu320

[06/05 13:14:38 0524  1               ] Host Adapter Name          : adpu320

[06/05 13:14:38 0524  1               ] Host Adapter No            : 4

[06/05 13:14:38 0524  2               ] Host ScsiId                : 7

In such a case investigate the installation of the controller driver and possible conflicts with other applications or attached devices. This type of problem is more frequent with imbedded controllers that may be designed specifically for RAID support. Often the quickest resolution is to install another controller designed with broader device support for the tape device.

See tech doc TEC468386 Tape Engine Tape Log Basics and Tips On Reading The CA ARCserve Backup TAPE.LOG for background information on the TAPE.LOG.

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