v9 - Failed to get media info

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Re: v9 - Failed to get media info

Veeam Logoby jeremy.porter » Mon Feb 08, 2016 2:07 am

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.
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Re: v9 - Failed to get media info

Veeam Logoby epaape » Mon Feb 08, 2016 7:47 am

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.
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Re: v9 - Failed to get media info

Veeam Logoby v.Eremin » Mon Feb 08, 2016 8:58 am

So, did everything go smoothly, once the tape had been erased via native HP tools or the issue re-occurred after some time? Thanks.
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Re: v9 - Failed to get media info

Veeam Logoby epaape » Mon Feb 08, 2016 9:11 am

everything was fine after erasing it with the tape tools. no further errors.
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Re: v9 - Failed to get media info

Veeam Logoby v.Eremin » Mon Feb 08, 2016 10:27 am

Got it. Kindly, keep us updated on the results of your further findings. Thanks.
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Re: v9 - Failed to get media info

Veeam Logoby bernardw » Mon Feb 08, 2016 2:15 pm

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.
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Re: v9 - Failed to get media info

Veeam Logoby Negativeping » Mon Feb 08, 2016 5:14 pm

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.
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Re: v9 - Failed to get media info

Veeam Logoby bernardw » Mon Feb 08, 2016 10:24 pm

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 :/
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Re: v9 - Failed to get media info

Veeam Logoby jeremy.porter » Mon Feb 08, 2016 10:46 pm

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.
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Re: v9 - Failed to get media info

Veeam Logoby Negativeping » Mon Feb 08, 2016 10:56 pm 1 person likes this post

Since upgrading my IBM tape drivers to 6.2.5.6 non_exclusive , tape processes seem back to normal on our Quantum Scalar i500
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Re: v9 - Failed to get media info

Veeam Logoby DarrenH » Mon Feb 08, 2016 11:26 pm 2 people like this post

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

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Re: v9 - Failed to get media info

Veeam Logoby darkmannz » Wed Feb 10, 2016 10:55 pm

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.
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Re: v9 - Failed to get media info

Veeam Logoby Dima P. » Wed Feb 10, 2016 11:37 pm

Dany,

It's up to you but we never tested this approach, so I'd better stick to the ‘reinstalling the drivers completely’ solution.
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Re: v9 - Failed to get media info

Veeam Logoby skrause » Thu Feb 11, 2016 8:44 pm

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).
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Re: v9 - Failed to get media info

Veeam Logoby darkmannz » Fri Feb 12, 2016 12:22 am

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).
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