Verify that the SCSI Changer service is startedĭownload the Backup Exec Hardware Compatibility List (HCL) to verify devices, inquiry strings and connection methods.
Verify that robotic library support is enabled (Backup Exec 2010 and earlier).
Verify that Removable Storage Service (RSM) is stopped and disabled.
The Veritas QuickAssist (VQA) Tool helps you with the following troubleshooting steps described in this article:
Final troubleshooting steps before contacting Veritas technical support.
Disable, delete, and re-enable the device in Backup Exec.
Detect and uninstall any orphaned devices.
User tracer.exe to perform a SCSI trace while restarting the Backup Exec services.
Verify that the SCSI changer service is running.
Use the Discover tool to troubleshoot hardware errors or reservation conflicts.
Enable robotic library support (Backup Exec 2010 and earlier only).
Ensure that Microsoft default drivers are installed for Medium Changer.
If you are troubleshooting a Robotic Library device:.
Uninstall any third-party applications that control the tape device.
Ensure that the latest firmware is installed for the device.
Ensure that the latest Veritas device drivers are installed for the tape device.
Verify that the operating system properly detects the device.
Perform sequential Power Cycle of Tape library or Tape drive connected directly to Backup Exec server.
Review the System Event Logs for hardware errors.
Stop and Disable Removal Storage Service (RSM) - (Windows Server 2003/Windows XP only).
Verify rights for the Backup Exec service account.
Verify that the connection method that is used to connect the device to the server is supported.
Verify that the inquiry string matches the HCL.
Verify that the device is officially supported.
Download the Backup Exec Hardware Compatibility list to:.
Perform the following procedures in the order listed below: This article guides you through troubleshooting issues with storage devices. Occasionally, hardware which has been officially tested and is supported by Veritas may not be displayed or may appear offline in the Backup Exec interface (i.e., the Device or Storage tab), may not function correctly, or may report specific errors in the job log or Windows Event Viewer log. Other issues may include tape drives or tape libraries that are offline, storage devices that are not found, recognized, or detected. Storage devices are not displaying in Backup Exec.
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