Arcserve E3855 - Unable to Position Media EC=Illegal Command: using Quantum Super Loader 3 (Certance Ultrium 2 Drive)

I have a client using Arcserve 9 (Build 2020) on Windows 2000 Server SP4. They were using a VXA drive but needed more capacity. We switched them to the device mentioned in the title.

Currently both drives are connected, but we will disconnect the VXA drive as soon as the SuperLoader is working.

We get the following error when trying to run a test job:

E3855 - Unable to Position Media EC=Illegal Command

Occasionally we also get an error showing that the test job has timed out waiting for a tape, despite a blank tape being loaded in the drive (the drive does not logically show a tape is loaded).

Additionally, the drive options for Format, Erase, Retension, Compression are grayed out on the drive.

The changer's driver is Qsmcw2k.sys version 2.0.5.0
The drive's driver is Viperw2k.sys version 1.9

I've installed the drive twice, gone through the device configuration wizard twice including the tape\optical library wizard and the enable/disable devices for RSM wizard.

The drive does not show up as available under Device Group Configuration. I'm not sure if that is typical behavior, this is the first library device I've configured for Arcserve.

It's almost like the drive itself is offline, but I don't see any option to bring it online.

Thanks for your help...