v9 - Failed to get media info

[mschlering]

Since de Installation Veeam 9 the tape backup no longer works. I get the following error.

Code: Select all

30.01.2016 16:13:04 :: [TapeService] Failed to Get media info Zugriff verweigert Problem with CreateFile in '\\.\Tape0'--tr:Error code: 0x00000005 Zugriff verweigert Problem with CreateFile in '\\.\Tape0' Zugriff verweigert Problem with CreateFile in '\\.\Tape0' --tr:Error code: 0x00000005

[Dima P.]

Hello and welcome to the community,

Kindly, include case ID when reporting technical issue – otherwise your post is going to be deleted.

[kloby]

Same problem here after V9 upgrade. Backup to tape stuck in "WaitingTape" status and only solution is STOP session

[veremin]

Open your own ticket and provide its number here. Logs investigation seems to be required here. Thanks.

[muene]

Same problem here. Upgraded from Veeam Backup 8 to version 9 yesterday and since then every tape backup fails with:

Code: Select all

XX.XX.XXXX XX:XX:XX :: [SERVERNAME] [TapeService] Failed to Get media info
Access is denied.
Problem with CreateFile in '\\.\Tape1'
--tr:Error code: 0x00000005
Access is denied.
Problem with CreateFile in '\\.\Tape1'

Access is denied.
Problem with CreateFile in '\\.\Tape1'
--tr:Error code: 0x00000005

Already created a ticket and in contact with the support (Case # 01685863)

[darkmannz]

I also have the same problem, backup runs for awhile then this error.

[Dima P.]

Thanks for submitting the case – now we can ask QA team to check the logs.

[DmitryMorozov]

Case #01679125
Before upgrade to VBR9 all tape jobs work correctly. After upgrade I stumbled upon an bug in VBR9: (case #01674112) I can't erase tape used by another backup software early (in my case it's Symantec BackupExec).
Support has confirmed that this is a bug and suggested workaround - mark a tape as free and then erase one. It's work.
But when I try to run any "Backup to Tape" Job, it work to 99% and then crashes with error:

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04.02.2016 12:06:58 :: [BACKUP] [TapeService] Failed to Get media info
Access is denied.
Problem with CreateFile in '\\.\Tape0'
--tr:Error code: 0x00000005
Access is denied.
Problem with CreateFile in '\\.\Tape0'

Access is denied.
Problem with CreateFile in '\\.\Tape0'
--tr:Error code: 0x00000005 

"Files to Tape" Jobs work correctly at the same time. Another software not used with tape library. I try to use new free tapes, but have the same error.
Tape library: IBM TS3200 with 4 drives.

Anyone faced with similar error?

[skrause]

I just set up v9 in a test environment (on my old Backup Exec server actually) and was going to do some testing of tape jobs soon. Since we also use a TS3200, and all of the tapes that are in that library were used for BE before, I will see if I get similar behavior.

[DmitryMorozov]

At the same time "Files to Tape" jobs work correctly.

[DarrenH]

Hi,
We found similar issues across our customer sites however only three sites.
The common denominator was IBM LTO 6 tape drives. IBM LTO 5, HP LTO 5 & HP LTO 6 were all OK.

A check of the logs revealed a log file called Svc.VeeamTape.log and from that we saw errors like these around the same time.
|An exception was thrown from thread [5584]
|An exception was thrown from thread [9848]

Veeams new System Requirements for Veeam 9.0 mentions the following.

If multiple driver installation modes are supported for your storage device, make sure the driver is installed in the mode that allows for multiple open handles from a host to a drive to exist at the same time.

However we recalled that our IBM LTO 6 drivers were installed in "Exclusive" mode not "Nonexclusive" mode.
The reason we did that was due to legacy Backup Exec installs on the Veeam Backup Server and without that install mode we had issues with the IBM Tape drives.
The IBM driver folder had these exe files to run, either install_exclusive.exe or install_nonexclusive.exe.

We're currently tested on one site with the Non exclusive mode install and its worked OK.
We'll post back after doing the same on the other two problem sites.

Regards
Darren

[DarrenH]

Our remaining two problem sites were also fixed by switching to "Non Exclusive" mode for the IBM tape driver.
We also tested a site with and IBM tape drive on Veeam 8 in "Exclusive Mode" and switched to "Non-Exclusive" mode and confirmed tape backups still worked OK.
We followed with the Veeam 9 upgrade and then tested the tape backups again with no issues.

Regards
Darren

[DmitryMorozov]

I downloaded the latest drivers from the IBM website and install it in the "Non Exclusive" mode. Small work was carried out successfully. I tested on large.

[Dima P.]

Hello all,

That’s true – I just got a confirmation from QA team. Several cases with this issue were resolved by installing the correct driver version. Please make sure you are using ‘non-exclusive’ version of the driver (it should be included in the installation package). Thanks

[Tarook]

Hello,
I'd like to add us to the list of people that have seen tis error appear after upgrading to V9. We have a Quantum superloader 3 tape changer with an ibm lto6 tape drive so we are in the same situation as all the others here. I am not really sure what every is talking about with the drivers installed in a different way. If some one is able to explain how this is done it would be appreciated.

[jeremy.porter]

Hi we have this issue too, case ID# 01688345.
My tape library is a SAS direct attached Dell TS2000 (rebadged IBM TotalStorage 3573) and the drives are IBM Ultrium 6 HH 3580.
I have just reinstalled the drivers as "install_nonexclusive_no_dpf", given the tape server a reboot and started a few of the smaller tape copy jobs.
Will report back on it they complete successfully or fail out as before.

[epaape]

Hey guys,

i implemented v9 at a customer site and faced the same issues. Customer had two HP Libraries and we had to delete the tapes using HP Tape Tools.
Marking and erasing tapes in Veeam wasnt enough. So using vendor specific tools might be your way to solve this.

[veremin]

So, did everything go smoothly, once the tape had been erased via native HP tools or the issue re-occurred after some time? Thanks.

[epaape]

everything was fine after erasing it with the tape tools. no further errors.

[veremin]

Got it. Kindly, keep us updated on the results of your further findings. Thanks.

[bernardw]

Well add me to the list of people with this issue as well.

Code: Select all

2/5/2016 6:24:01 PM :: [servername] [TapeService] Failed to Get media info
Access is denied.
Problem with CreateFile in '\\.\Tape0'
--tr:Error code: 0x00000005
Access is denied.
Problem with CreateFile in '\\.\Tape0'

Access is denied.
Problem with CreateFile in '\\.\Tape0'
--tr:Error code: 0x00000005 

Things have been working ok with Veeam 8 but upon upgrade to 9 it looks like I can write to 1 tape but at the end of that tape (likely around closing the tape) I get this error. 389.6 GB of data is written to the tape. I have restarted everything a number of times. I have long erased all the tapes (and discarded 3 tapes because the error happened even on erase).

I am using a Dell TL4000 (sure it is at least 7 years old but it has been working OK for the past 2 years with Veeam).

Case opened with ID 01690624

PS support should update their instructions on the Tape Diagnostic tool as the instructions in the email don't work for the files that are sent/downloaded.

[Negativeping]

Add me as well, same issue as above.

ID 01672725

Edit Specs
Quantum Scalar i500 with IBM LT0 6 drives.

I just updated the drives drivers to the absolute latest drivers with non exclusive and will see how that goes.

[bernardw]

Well I was using the non-exclusive drivers already with Veeam 8 but I want to say for people that were using the correct drivers take a moment and check for updated drivers anyways. I just did and found some newer drivers even though I did not have much hope, since the last time I looked the drivers and firmware were quite out of date.

I just completed one job and am started on the second of three. Hopefully it keeps working now :/

[jeremy.porter]

Hi as per my earlier post at the top of this page I'm reporting back my progress.
The update the 'IBM' drivers for the Dell TL2000 library to NonExclusive mode have worked for me, 6TB of small jobs were successful and starting all the bigger ones now.

[Negativeping]

Since upgrading my IBM tape drivers to 6.2.5.6 non_exclusive , tape processes seem back to normal on our Quantum Scalar i500

[DarrenH]

Hi Chris,
When you extract your IBM driver you should get a file list.
You need to run a file called install_nonexclusive.exe not install_exclusive.exe.
I'd do a snip but that doesn't seem possible on the forum. PM me and I can send you a snip.

You'd probably want to uninstall your existing driver and again we used the IBM uninstaller (uninst.exe in the same directory as the installers) which worked for us.
We then rebooted and ran the install_nonexclusive.exe installer.

See below what the IBM readme says about the two installers.
As I mentioned in my earlier post Veeam 9.0 now attempts multiple handles to the drive.

install_exclusive.exe:

install_exclusive.exe should be used by applications (such as Tivoli Storage Manager)
requiring the driver to issue automatic reserves on open and also preventing multiple
open handles from a host to a drive to exist at the same time.

Note: This option replaces the previous default installation of install.exe.
This is the installer required for failover feature to work.


install_nonexclusive.exe:

install_nonexclusive.exe should be used by applications (such as Microsoft Data
Protection Manager or Microsoft Removable Storage Manager) permitting multiple open
handles from a host to a drive to exist at the same time.

Note: This option replaces the previous command line installation of install.exe -n

Darren

[darkmannz]

I have not confirmed this but looking at the IBM install as it installs as non-exclusive mode it appears to modify a registry setting.

Successfully created Tape key: System\CurrentControlSet\Services\ibmtp2k12
Successfully set ExclusiveAccess to: 0

Rather than installing the drive again it might be possible to change this value to 0 and rebooting the backup server.

[Dima P.]

Dany,

It's up to you but we never tested this approach, so I'd better stick to the ‘reinstalling the drivers completely’ solution.

[skrause]

IBM's install_nonexclusive.exe application finds and removes the old drivers and installs the new one without requiring a reboot, takes a total of about 90 seconds (at least on 2012R2).

[darkmannz]

For IBM tape drives there are two install options, each with their own executables. The files are called install_nonexclusive.exe and install_exclusive.exe . The tape library I was working with was a TS3100 using the 6.2.55 driver. After downloading the driver and expanding the zip the two installer exe's can be seen.

I am not sure what other driver packs have for install options. If might be a case of reading / searching in the backup units guide to find the word exclusive to be able to find the options for this. Other drivers may require a registry change in order to modify the drivers behavior between exclusive and non exclusive. It appears this is what IBM uses (see my last post).