Number: ESC0118912 The Tape infrastructure of the Media only show Offline and Online can't be show

[Wilsonko]

Description: Dear Sir/Madam,
Please give advice for the Veeam backup problem,Thanks.
The Tape infrastructure of the Media only show Offline and Online can't be show, the error shown when start the backup job as below:
The request could not be performed because of an I/O device error.

Tape positioning error: Tape error: '1117' (The request could not be performed because of an I/O device error.)
The request could not be performed because of an I/O device error.
I can choose the Online function for select the Inventory drive before. But suddenly can’t use the Online function at this time.
Home > Tape Infrastructure > Libraries > IBM ULT3580-HH8 > Media > Online, on newly added tape, right click and select Inventory

[Mildur]

Hi Wilson,

Welcome to the forum.

I see that you have shared an escalation number. Unfortunately, product management cannot review escalations, as these are handled by our support management team.

I checked your email address in our support portal and found two closed cases related to your issue. Both cases were for our free product offering. Please note that support for free products is provided on a best-effort basis, and a response from our support team is not guaranteed. This is why both cases were closed. If you require guaranteed support, you will need to have an active maintenance contract or an active subscription license.

Since you have an escalation number, I recommend continuing to work with our support management team to resolve your escalation, as product management cannot assist with troubleshooting technical issues. Please note that this forum is not intended as an alternative support channel for technical issues (forum policy).

Best regards,
Fabian

[Wilsonko]

Dear Expert,

Please give any advice or KB for reference. Thanks.
The Tape infrastructure of the Media only show Offline and Online can't be show, the error shown when start the backup job via the Veeam backup application.

[Mildur]

As mentioned in my previous comment, this forum is run by Product Management and is not intended for technical support.

An I/O error indicates a problem with your tape device. There is no knowledge base article for such issues.
These types of environmental problems must be investigated directly in your environment, so please work with our customer support team. Alternatively, you can open a case with your tape vendor to verify that the tape device is functioning correctly.

Thank you for your understanding,
Fabian

[Wilsonko]

Dear Fabian,

Well noted with thanks.