Operating System: Windows Server 2000
Storage Device: Overland Storageworks NEO 2000
Backup Software: Veritas Backup Exec v. 9
I try to offer insight regarding some of the most recent tools of the trade, but sometimes my long searches and troubleshooting warrant some articles that will help some of the more dated and antiquated devices. We have a customer that uses a NEO 2000 Tape Storage Device for tape backups. It’s basically a 29 slot tape library with two HP tape drives and 1 slot that can be accessed to move tapes in and out of the devices without having to take out entire shelves.
We deal with a number of different errors here and there, the biggest being backup errors within the software. This is the first time I, who inherited this responsibility from a former engineer, was responsible for what seemed to be a hardware error. The only post that offered a little bit of help and verified that the issue is hardware related is here. Besides that, it was up to StorageWorks support to confirm a hardware issue.
In a nutshell, the loader was working fine, but the drive’s leader was unable to move. Here are the notes I gave to the technician for the ticket:
When I try to move a few different tapes to Drive 1, the display message sits at “Loading Slot xx into Drive 1” for about a minute before failing and saying: “The ‘Cartridge Move’ failed.” even though the cartridge is loaded. I can manually move it back just fine.
The end result was to replace the HP Drive. The drive itself is fairly hard to come by. Luckily, our customer was willing to pay the out of warranty support. A technician was dispatched with the drive and it was replaced.
Replacing the Drive:
It’s good that there are two drives in the NEO 2000, because I would have been lost if I needed to find the correct driver for the HP Drive after it was installed. Here are the steps to replace the physical drive:
- On the front display panel, head to Menu > Maintenance > Remove\Clean Drive > Disable Drive > Disable the drive you want. It will flash and tell you the drive is disabled.
- Once disabled, the drives are literally plug and play in the back of the device. No tools are needed. The display will tell you the drive is out and then the new drive will initialize. You’ll know the drive is read when it says it is available in maintenance mode.
- Try to move media to it using the display. This does not require drivers or additional software. If you can move media to and from the drive then you’ll know you’re in good shape, physically. If you can’t, you’ll want to try and re-seat the drive after starting over again at step 1.
After you know you can move media to and from the new drive without issues, fire up your software and check to see if the new drive is recognized. With Backup Exec, there was immediately a serial issue. This is because the serials on the drives are different and Backup Exec needs the exact serial before it knows how to manage it. Here are the software steps:
- In BackupExec, under “Devices”, select the drive that should be either disabled or “offline” at this point. Right click and delete it. This instance has a different Serial and must be removed.
- Odds are the drive is already recognized by the Operating System, but it wouldn’t hurt to head into the Device Manager and search for new hardware or simply reboot the OS.
- When you know you can see the drive in the Device Manager, right click on it and check for driver details. Everything should be “unknown”. We need to add the driver for the drive. Choose to update the driver and choose to use a driver that’s already installed on the computer.
- Pick the driver that’s already in use and browse out to the proper .sys file located in the system32 folder. If you don’t know the proper .sys file for the driver, you can check the driver details of the second working drive and browse it them from there.
After your drives are what they need to be, you can open up Backup Exec again and check to see if the tape is available, enabled, and ready for use. Do a quick read\write test, such as an inventory, to make sure the drive is really good.
If you have any other experiences with error 8001 or something related to the NEO 2000/4000 please let me know.
If you’re out of warranty and want to check out some of the other issues regarding the NEO 2000 then head on over to the support forum here: http://support.overlandstorage.com/jive/kbcategory.jspa?categoryID=209