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SUPPORT COMMUNICATION -
CUSTOMER ADVISORY
ADVISORY (REVISED): HP StorageWorks SAS tape drives not detected by backup applications on Windows 2003 SP2 with HP StorageWorks Smart Array SAS RAID controllers
NOTICE: The information in this document, including products and software versions, is current as of the Release Date. This document is subject to change without notice.
DESCRIPTION
Tape Backup applications and HP Library and Tape Tools are unable to detect HP StorageWorks SAS tape drives connected to HP StorageWorks Smart Array SAS RAID controllers on HP ProLiant and HP Integrity servers running Service Pack 2 on Windows 2003 or Windows 2003 Service Pack 1 with hotfix KB916048.
NOTE: The drives are detected by the operating system and will still be displayed in Device Manager when this issue occurs.
Revision Table
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Version
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Date
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Details
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Version 1
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9/7/2007
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Original version
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Version 2
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10/5/2007
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Added a related EMC issue
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Version 3
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01/8/2007
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Added the Microsoft Solution
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SCOPE
All HP StorageWorks Smart Array SAS RAID controllers with all HP StorageWorks SAS tape drives on Windows 2003 Service Pack 2 (or Windows 2003 Service Pack 1 with hotfix KB916048) on a selection of HP ProLiant and HP Integrity servers are affected.
Affected SAS tape drives:
DW085A HP StorageWorks LTO448 SAS Int Drive
DW086A HP StorageWorks LTO448 SAS Ext Drive
EH847A HP StorageWorks Ultrium 920 SAS Internal Tape Drive
EH848A HP StorageWorks Ultrium 920 SAS External Tape Drive
EH860A HP StorageWorks Ultrium 1840 SAS Internal WW Drive
EH861A HP StorageWorks Ultrium 1840 SAS External WW Drive
Q1587A HP StorageWorks DAT 160 SAS Internal Tape Drive
Q1588A HP StorageWorks DAT 160 SAS External Tape Drive
Affected software applications:
HP Data Protector
EMC NetWorker
CA ArcServe
HP StorageWorks Library and Tape Tools
Symantec NetBackup
NOTE: If your software application is NOT listed above, it should NOT be affected by this issue.
RESOLUTION
Contact your HP support representative. He or she will verify that this issue is present and provide you the necessary files to install a Microsoft patch that will resolve this issue.
Workarounds
The following workarounds can be used as a short-term immediate solution until the final solution is implemented:
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If the backup application has the capability such as HP Data Protector or EMC NetWorker, manually add the SAS tape drive by specifying the tape drive’s address. See the section titled, Examples of how to manually add SAS tape drives - for selected ISV backups. This procedure might not be feasible for all hardware configurations, but it is the simplest workaround in cases where it does work.
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Use Windows 2003 Service Pack 1 (downgrade from SP2, and/or remove hotfix KB916048, if it has previously been added to SP1).
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Use a non-RAID SAS controller, because they are unaffected by this issue. The following SAS (HP ProLiant only) HBAs do not have this issue:
Examples of how to manually add SAS tape drives—for selected ISV backups
Example procedure using EMC NetWorker 7.4
NOTE: Due to the same root issue, if a SAS tape drive is connected to a SAS Smart Array controller, then parallel SCSI drives will also not be detected by EMC NetWorker. If this occurs, then use the same workaround below for the parallel SCSI drives.
To obtain the tape name of your device, follow these steps:
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Right-click My Computer and select Manage.
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Go to the Device Manager, and select your backup device (usually found under Tape drives).
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Right-click your backup device and select Properties.
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Select the Tape Symbolic Name tab. Your tape name will be displayed here (usually Tape#).
To set up the drive in EMC NetWorker, follow these steps:
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From the main NetWorker Management Console window, select Enterprise from the toolbar at the top.
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Select your host machine from the left-hand window, and then double-click your host from the main window. The NetWorker Administration window appears.
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Select Devices from the toolbar, and then right-click Devices in the left-hand window.
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Click New.
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In the Name field, under the Identity section, enter the tape name as it is found in device manager, preceded by \\.\. For example, for Tape0, you would enter \\.\Tape0.
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Enter a comment and description of the drive (optional).
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Select the Media type for the drive and click OK. The drive is ready to use.
Example procedure using HP Data Protector 6.0
To obtain the tape name and SCSI address of your device, follow these steps:
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Right-click My Computer and select Manage.
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Go to the Device Manager, and select your backup device (usually found under Tape drives).
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Right-click your backup device and select Properties.
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Select the Tape Symbolic Name tab and write down the name of the device (for example Tape0).
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Select the General tab and write down the location of the device (for example, Bus Number 0, Target).
To add the SCSI device to the HP Data Protector database, follow these steps:
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Open HP Data Protector, and select Devices & Media from the pull-down menu.
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Right-click Devices and select Add Device.
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Enter the Device Name (LTO3_SAS, for example).
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Enter a Description (optional).
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At Device Type, select Standalone from the pull-down menu.
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At Data Format, keep the default setting of "Data Protector.�?
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At Client, select the host system to which the tape device is connected.
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Click Next.
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Specify or select the SCSI address for the new device:
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Click Add.
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Click Next.
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Specify the Media Type that is appropriate for your device from the pull-down menu (for example, LTO-Ultrium).
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Default Media Pool is automatically selected based on the previous step.
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Click Finish.
Proactive Updates
Receive support alerts (such as Customer Advisories), driver updates, software, firmware, and customer replaceable components in your e-mail through HP Subscriber's Choice. Sign up for
Subscriber's Choice Driver, Patch, Security, and Support alerts
at the following URL:
http://www.hp.com/go/myadvisory
To sign up for other Subscriber's Choice services, see:
http://www.hp.com/go/e-updates
Hardware Platforms Affected: DW085A(HP Ultrium 448 SAS Internal Tape Drive: Standard HP Product), DW086A(HP Ultrium 448 SAS External Drive: Standard HP Product), EH847A(HP Ultrium 920 SAS Internal Tape Drive: Standard HP Product), EH848A(HP Ultrium 920 SAS External Tape Drive: Standard HP Product), EH860A(HP LTO-4 Ultrium 1840 SAS Internal Tape Drive: Standard HP Product), EH861A(HP LTO-4 Ultrium 1840 SAS External Tape Drive: Standard HP Product), HP Data Protector Software, Q1587A(HP DAT 160 SAS Internal Tape Drive: Standard HP Product), Q1588A(HP DAT 160 SAS External Tape Drive: Standard HP Product)
Components Affected: HP StorageWorks SAS tape drive Ultrium 920:
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Third Party Products Affected:
See third party ISVs software affected, listed above
Support Communication Cross Reference ID: IA01151607
©Copyright 2008 Hewlett-Packard Development Company, L.P.
Hewlett-Packard Company shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental,special or consequential damages including downtime cost; lost profits;damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. Hewlett-Packard Company and the names of Hewlett-Packard products referenced herein are trademarks of Hewlett-Packard Company in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective
owners.
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