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BackupExec 12 won't work with Hardware Encryption

Posted on 2009-05-07
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Last Modified: 2013-12-01
I am using Symantec BackupExec 12.0 SP3 running on a Windows Server 2003 Standard SP2 machine.  The tape drive I am using is an HP Ultrium 1840 LTO4 drive with Imation Ultrium LTO4 tapes.  We specifically bought these tapes and drive in order to use Hardware Encryption.

I can run a full network backup without any encryption just fine, however when I try to add hardware encryption, I get the following error:

The driver detected a controller error on \Device\Scsi\cpqcissm1.

Then the backup promptly fails.  We must then restart the server before we can do any tape operations through BackupExec, we must also relabel the tape before it can be used again.

I have tried this with NO compression and WITH compression, both software and hardware in all possible combination thereof.  I have the most up-to-date symantec drivers for the tape drive and the most up to date firmware for the SCSI controller via HP.

Like I said, I can do full backups WITHOUT encryption, however I want to be able to do it WITH encryption.

Any thoughts?  Thanks!

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Question by:NetRuiz
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Expert Comment

by:paulsolov
ID: 24330644
Have you tried using software encryption within Backup Exec?  Make sure you're not using both software and hw encryption.  I don't remember if this feature started with 12 or 12.5
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Author Comment

by:NetRuiz
ID: 24330684
Yes, we have tried and we have the same error.  We really want to use the Hardware Encryption because there is more overhead associated with Software Encryption.
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by:SelfGovern
ID: 24341995
I know this works with HP media.  I wonder if there's something about the leader/format of the Imation tapes that says, "I don't do encryption"?  
You are right that HW encryption requires both an LTO-4 tape drive with the encryption ASIC (all of HP's LTO-4 tape drives have it), *and* LTO-4 media... but maybe it takes the right media?

Oh -- you can also download HP's free Library and Tape Tools (see the product link at www.hp.com/go/tape ) and there are a number of tests you can run, including encryption tests.  Make sure you're running the latest LTO-4 firmware (L&TT will download and install it for you) and then play around with the encryption tests.  If you can't figure out what's going on, run a support ticket in L&TT and post it here or call HP.
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Author Comment

by:NetRuiz
ID: 24342153
Thank you SelfGovern,  when I get in on Monday I will try the Tape Tools tests you spoke of and see if it is the Imation tapes...that would suck if that is the case, but at least that would be A solution, huh?

I will post back on Monday.  Thanks again.
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Author Comment

by:NetRuiz
ID: 24397982
Well, I tested the Imation tapes and sure enough they failed the LTO4 encryption tests.  So, I bought an HP Ultrium LTO4 tape and tested it....it FAILED too!!!!

So, then I performed the LTO Drive Assessment Test.  It came back saying the "the drive is no longer recommended for use."

Very very strange.  Still, the unencrypted backups work fine.  Any thoughts?  Do I need special cables at all?

Thanks!

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Expert Comment

by:SelfGovern
ID: 24399464
These drives work off standard SCSI/SAS/FC cables (as indicated by the connection).. should be no problem there.

Can you use L&TT to generate a support ticket and post it here?  Maybe there's something wrong with the encryption ASIC -- this would be weird, but I guess not impossible.

I know it's frustrating to have a problem like this go on for a while, but I'm glad we've eliminated some things.

Just to be sure -- you're not trying to use two key managers with this drive by any chance, are you?  A key manager could be backup software, the MSL Encryption Kit, the Secure Key Manager, an encrypting switch, etc... if you have two "owners" both trying to use the drive for HW encryption it will fail, because only one process can issue an encryption key per session.
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by:SelfGovern
ID: 24399521
Oh, I should have asked a while back, probably -- which HBA are you using?   Which firmware level on the HBA?    Is the tape drive a standalone drive, or in an autoloader/library?
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Author Comment

by:NetRuiz
ID: 24414475
Self Govern:

We are using a HP Smart Array 6i Rev. B, v.2.84.  The backup device is a standalone drive, no library associated with it.

To your earlier question, we do not have any other key manager associated with our system.

I have attached a screenshot of the Library and Tape Tools support ticket creation....it says the data was not acquired correctly.  Any ideas on what that means?  

L-TT.png
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Assisted Solution

by:SelfGovern
SelfGovern earned 500 total points
ID: 24444858
NetRuiz, I'm working with some internal contacts at HP to try to get you an answer... I haven't forgotten this!
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Accepted Solution

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NetRuiz earned 0 total points
ID: 24445091
SelfGovern,

We just installed a HP Single Channel Ultra320 SCSI Host Bus Adapter to use instead of the SmartArray 6i.  That has cleared up the issue.  Backups are now running correctly with the Hardware Encryption.

Thank you for your assistance on this issue.
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