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Backup Exec will not import/export a tape from Superloader 3

Does anyone have a Superloader 3 LTO-4 autoloader that inserts and ejects tapes?

I have a brand new, right-out-of-the box Quantum Superloader 3 with a single LTO-4 drive and 16 slots. It has a SAS connection (not SCSI) to a Win Server 2003 running Backup Exec 12.5.
Prior to purchase I checked Symantec's Hardware Compatibilty List to verify that this Quantum autoloader was supported.  I even phoned in a support call to verify, and they said yes, yes, as long as it is a SAS connection not a SCSI.  

Problem:  I cannot eject (export) or insert (import) tapes into the autoloader using Backup Exec.  The software will kick off the job with no errors, and think it was completed, but nothing happens. No action at all.  And then the tape continues to appear in the same slot in BE as if nothing happened.  Nothing in the event logs.
BE reads all the slots fine, can backup data, inventory, everything. Just can't move tapes into or out of the autoloader.

The autoloader itself is working, I can move tapes around between slots and in and out of the autoloader using the buttons and LCD screen on the face of the unit, as well as via the web interface.

I spent all day on a call to Symantec, with Quantum on the line as well. The two of them were just arguing back and forth tossing blame.  

Symantec finally referred me to this Document ID: 261505:
http://seer.entsupport.symantec.com/docs/261505.htm
"A Tape Library shows no activity when an Import or Export command is run in Backup Exec for Windows Servers"

Which is not relevant, since it refers only to SCSI controlled devices, not the SAS interface I have.

Does anyone have a Superloader 3 LTO-4 that inserts and ejects tapes??

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PROJHOPE
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PROJHOPE
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1 Solution
 
Handy HolderSaggar makers bottom knockerCommented:
Have you tried that workaround? SAS is Serial attached SCSI after all and the protocol is the same as parallel SCSI.
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PROJHOPEAuthor Commented:
Well, yes, that is what I have to do now - is switch back and forth between BE and the Quantum console in order to get tapes in and out.  It is a pain.  And why would Symantec tell me that this product is supported when it has this issue?   They didn't even mention this document ID when I called in to check in advance of purchasing the Superloader 3.

The BEdiag results state "manual" instead of "automatic" or "robotic" as Symantec wants the drive to be.  But Quantum maintains that there is no way to set this variable on the Superloader 3.

I'm stumped.  Symantec says to just change the import/expor tsetting it from manual to automatic, but Quantum says this cannot be changed, and that it is essentially already on automatic....
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Handy HolderSaggar makers bottom knockerCommented:
Which drivers are you using, Symantec or Quantum? Generally the Backup exec drivers are the correct ones to use. Have you disabled the removable storage service in Windows? Backup exec should communicate directly with the library, maybe this service is getting in the way, it often does. Do you have the latest firmware on the autoloader?

This might also be of interest, http://www.symantec.com/connect/forums/slow-import-export-hp-msl-2024, shows how to trace the scsi command.
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PROJHOPEAuthor Commented:
I'm using the Symantec drivers.  The Symantec rep even found some newer ones to try.
And yes, checked with Quantum on the firmware and it has the latest version.
I have not disabled the Windows removeable storage service - I will give that a shot...
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Handy HolderSaggar makers bottom knockerCommented:
Scrap the suggestion to trace the SCSI command, it won't be issued since BE thinks it doesn't support the command.
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markpetchCommented:
Your kidding right!!?? You do know you can't export tapes with this device? You need to manually eject the tape from the loader when you are finished with it.
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PROJHOPEAuthor Commented:
markpetch-
where is that documented?
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markpetchCommented:
When you run an export BE asks you to remove the tape. If you don't, it then appears in the slot as '<Unknown Media>'. What BE won't do is tell the device to eject the tape from the mailslot. Someone at Quantum or Symantec must have told you this if you raise it as an issue with them.

As for documentation I would start with Quantum's support page.
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PROJHOPEAuthor Commented:
Nope, I've used other loaders/libraries that will export the media to the mailslot where you can then remove it..

Closing this case, because Symantec bediag tests find that this unit's import/export status is set to manual and must be changed to automatic.  Quantum maintains that there is no way to toggle this setting on this unit and it is already automatic.
So it comes down to the software and hardware, in this case, are not communicating well.
I have asked Symantec to flag it as a known issue, not sure if they will.
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Handy HolderSaggar makers bottom knockerCommented:
Good call. If symantec have the library on their supported list and then claim it has a known issue you shouldn't buy software from them any more.
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