Quantum superloader not showing in windows device manager
We have an SBS 2003 server with Backup Exec software. The Quantum superloader with LTO2 drive that has worked without fault for the last 4 years packed up a month or so ago. After some experimentation with firmware and drivers, determined it was a hardware error and sent it off to get it fixed (twice!).
Now. The device will not show in Windows device manager at all. We have changed the SCSI cable and SCSI card, tried drivers from Symantec, Quantum and Microsoft. We can get the tape drive itself showing, but with errors, but the medium changer will not pick up at all.
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Re: Quantum superloader not showing in windows device...
First off, I have to say that I have had nightmares with Quantum tape libraries. It is possible that they are still manufacturing lemons. I had one replaced 4-times and it still did not work!
Start troubleshooting by making sure that it is identified by the controller card it is connected to. You should see this during the server POST before Windows starts. If you don't see it there then Windows definitely won't see it. Send it to Quantum for service.
If the controller sees it then make sure that you are using the Backup Exec drivers. Never use the manufacturer's drivers with Backup Exec. Veritas, now Symantec, has a downloadable utility called the Device Driver Installation Wizard that will make sure you have the correct driver loaded.
Re: Quantum superloader not showing in windows device...
I agree and would add to the solution to look at scsi cable termination issues. Some devices can be set to self terminate. But if not, then I would make sure the bus is terminated correctly. Again, the logical place to start is at the device / scsi controller card level.
I also agree with JaxPlanet, the quantum tape librarys are very cheaply made. A px502 portal / magazine LTO3 full height unit jammed on me and I powered it down but the picker was crooked. We took the unit to a non-quantum service shop and it cost $700 to replace a sensor, and clean the unit!
My other unit a superloader 3 LTO4 unit can't be manually taken offline or power cycled like the px502 could through the web interface!
lame. The units work but... and don't get me started on symantec backup exec 12.x.
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I suspect that your backup software has "locked" the drive / library from the front panel.
This is why disconnecting / rebooting the library solves the issue.
If you are using backup exec or similar, try going to devices, selecting the library, right click and "unlock" before using the front panel buttons.
You could also use BUEX to do the tape moves for you instead of even touching the front panel.
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We have had the same problems with HP drives and Veritas. In our case it was not the drive per se. While I am assuming that based on the date of your post that you have moved to another solution, however, I will provide for you what we did.
First shut all down, disconnect the tape drive from the scsi cable, then restart. Go into computer management and turn all your backup exec services from auto to manual. Now go to devices and do a rescan. Once this is done and you see no tape drive whatsoever in the devices shut down the server. Reconnect the scsi cable to the drive and restart.
Go back into computer management, back to devices and rescan for hardware changes. Do you see it? If so, good! Sometimes a re-seating of connectors will do that. On the other hand, it could also be a tape driver from Veritas that just doesn't work (my case), take the original driver cd that came with the unit and start that loading up. Can you see it now? Can you use windows backup to access the tape drive? Now go into services and start the services individually. Go into backup exec and see if you can read your tape. Go back to services and reset all services back to auto. If you ever have to reinstall/upgrade backup exec, think twice about using their drivers.
what drives are inside as these units can come in several configs. For all SCSI units the Adaptec 29320 is good for fiber the qlogic cards are my prefered cards.
Drivers are available from sun for the library and drives although you can sometimes use the standard windows drivers for many drives. (search for LTO as the tape drive manufacturer in win drivers for LTO) Although best to use sun drivers if at all possible.
Library comes up as a medium changer in device manager.
What backup software are you using? If Backup exec then the latest version already comes with their drivers built in
The error is because the driver isn't loaded for the device. Look up how to add the device in symantec help. If windows recognizes it already then usually you can go to devices and add teh device from within symantec.
Same problem with Backup Exec 10d and Superloader 3 LTO-3.
This is not my first problem with this Superloader. I think it is garbage and will likely be in the garbage very soon. Very expensive garbage unfortunately.
The LTO family drives all support a tape-related diagnostic spec called TapeAlert, and if you use a software product that decodes it and can dump out all of the settings related to firmware, error logs, etc ... then I have no doubt it will provide root cause. Check out http://www.santools.com/smart/unix/manual (the code is also ported to windows. There are links for TapeAlert reporting) Or go to http://www.tapealert.org for info on the spec.