v9 - Failed to get media info

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v9 - Failed to get media info

Veeam Logoby mschlering » Sat Jan 30, 2016 3:37 pm

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
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby Dima P. » Sat Jan 30, 2016 7:20 pm

Hello and welcome to the community,

Kindly, include case ID when reporting technical issue – otherwise your post is going to be deleted.
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby kloby » Mon Feb 01, 2016 6:59 am

Same problem here after V9 upgrade. Backup to tape stuck in "WaitingTape" status and only solution is STOP session :(
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby v.Eremin » Tue Feb 02, 2016 9:55 am

Open your own ticket and provide its number here. Logs investigation seems to be required here. Thanks.
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby muene » Tue Feb 02, 2016 1:37 pm

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)
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby darkmannz » Wed Feb 03, 2016 2:20 am

I also have the same problem, backup runs for awhile then this error.
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby Dima P. » Wed Feb 03, 2016 12:20 pm

Thanks for submitting the case – now we can ask QA team to check the logs.
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[MERGED] Tape error in "Backup to Tape" Job

Veeam Logoby DmitryMorozov » Thu Feb 04, 2016 10:10 am

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:

Code: Select all
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?
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[MERGED]Re: Tape error in "Backup to Tape" Job

Veeam Logoby skrause » Thu Feb 04, 2016 1:57 pm

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.
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby DmitryMorozov » Thu Feb 04, 2016 3:50 pm

At the same time "Files to Tape" jobs work correctly.
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby DarrenH » Fri Feb 05, 2016 12:28 am 1 person likes this post

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
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby DarrenH » Fri Feb 05, 2016 8:20 am

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
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby DmitryMorozov » Fri Feb 05, 2016 10:13 am 1 person likes this post

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.
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Re: Problem with VEEAM 9 and Tape Library

Veeam Logoby Dima P. » Fri Feb 05, 2016 10:55 am

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
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Re: v9 - Failed to get media info

Veeam Logoby Tarook » Sun Feb 07, 2016 10:45 pm

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.
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