Backup Exec 25 Administrator's Guide

Refer to the Backup Exec hardware compatibility list

1. The hardware compatibility list (HCL) can help you verify that Backup Exec supports your devices, inquiry strings, and connection methods. Refer to the HCL to confirm that the device is officially supported by Backup Exec.

2. Refer to the HCL to confirm that the inquiry string for the device matches the string in the HCL.

3. Refer to the HCL to confirm that the connection method that is used to connect the device to the server is supported. Many devices support multiple connection methods. These devices are listed more than once in the HCL. Some connection methods may work for a particular device, but might not be listed in the HCL. If a method is not listed in the HCL, it is not officially supported.

Verify admin rights for the Backup Exec service account

1. Verify that the Backup Exec service account is a Domain administrator account or a built-in administrator account.

   You can use the VQA tool for this procedure.

   • For Backup Exec 2012 and later, click on the Backup Exec button, then on Configuration and Settings, then Backup Exec Services.

2. Verify that the account has the following basic rights and permissions:

   • Act as part of the operating system

   • Backup files and directories

   • Create a token object

   • Log on as a batch job

   • Log on as a service

   • Manage auditing and security log

   • Restore files and directories

   • Take ownership of files and other objects

Stop and disable the Removal Storage service

1. This procedure only applies to Windows Server 2003/XP. In Windows, click Start, then Control Panel, then Administrative Tools, and double-click on Services.

   You can use the VQA tool for this procedure.

2. Click Removal Storage Service, then click on Stop and Disable. If a Removal Storage service error appears, disregard it. The error should not occur again after you restart the server.

3. Restart the server.

Review system event logs for hardware errors

1. In Windows, right-click on My Computer, then on Manage.

2. Expand Computer Management > System Tools > Event Viewer, then click on System. On some versions of Windows, the path is Computer Management > System Tools > Event Viewer > Windows Logs > System.

3. Look for any hardware errors in the logs.

Uninstall any third-party applications that control the tape device

1. Backup Exec may not be able to communicate properly with tape devices if another vendor's backup application is installed. This can happen even if the services for that application are disabled. Click Start > Control Panel > Add/Remove Programs.

   Note:

   Do not uninstall tape diagnostic tools when Backup Exec services are running. Remove tape diagnostic tools after the diagnostic tests are complete.

2. Select the third-party application or tool, and click Uninstall.

3. Repeat the uninstallation process for all third-party applications or tools which prevent Backup Exec from communicating properly.

Use the Discover tool to troubleshoot hardware errors or reservation conflicts

1. The Discover tool displays detailed attributes of any backup devices that are attached to the server. To begin, stop the Backup Exec services.

2. Navigate to the Backup Exec installation directory.

3. To run the tool and create a text output, run the following command at a command prompt: Discover.exe > C:\discover.txt

Use tracer.exe to troubleshoot SCSI issues

1. Begin by verifying that the SCSI changer service is running. Click Start. In the search box, type msinfo32 and press Enter.

   You can use the VQA tool for this procedure.

2. In the System Information dialog, expand Software Environment, and then click System Drivers.

3. Locate the SCSIChanger device, and verify that its Status is set to Running.

4. After you have verified that the SCSI changer service is running, stop the Backup Exec services.

5. Navigate to your Backup Exec directory, and launch tracer.exe. The tracer program begins capturing SCSI information.

6. Restart the Backup Exec Services. To restart the services, launch Servicesmgr.exe from the Backup Exec directory.

7. After the services start, review the tracer log for any hardware errors or reservation conflicts.

Detect and uninstall any orphaned devices

1. Orphaned devices may be present in Device Manager after you replace hardware, or perform firmware and driver updates. To begin, open the Windows Device Manager using a command prompt by running the following commands at the command line:

   C:\cd WINDOWS

   C:\WINDOWS>cd system32

   C:\WINDOWS\system32>devmgmt.msc

   C:\WINDOWS\system32>

2. In the Device Manager, click the View menu, then select Show Hidden Devices. This option shows all device drivers, including those that are not currently installed and running on the computer.

3. Expand the following devices. For any of these devices that are not shown in bold, right-click them and click Uninstall:

   • Medium changer

   • Tape drives

   • SCSI cards

   Devices that are not bold are not loaded and can be uninstalled.

   Warning:

   Removing devices and drivers that are still required by the system may result in the system becoming unstable and unable to start.

Disable, delete, and turn on the device in Backup Exec

1. In the Backup Exec console, go to Devices/Storage tab.

2. Right-click the device, and then select Disable.

3. Right-click the device, and then select Delete. A prompt to move the backup jobs to other devices or device pools may appear. For Backup Exec 2012, this prompt appears as Retarget Jobs.

4. Note the jobs that are affected and move the jobs back to the original device after resolving the issue with the device.

5. Stop the Backup Exec services.

6. Navigate to the Backup Exec directory and run Tapeinst.exe.

7. In the Backup Exec Device Driver Installed dialog, select the following options:

   • Use 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

8. Restart the Backup Exec services.