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the driver detected a controller error on device harddisk1 dr1

Posted on 2010-08-12
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Last Modified: 2016-06-26
Server is an HP ProLiant DL385 G5 running Server 2008 R2 64-bit on x2 Quad Core Opteron processors with 8GB RAM, and RAID-5 array.  The backup software is Symantec Backup Exec 2010, using 1TB external Western Digital Essentials drives.  I have tried 3 different (identical drives) and still have problems with the backup workinng properly for anywhere between 8GB - 72GB of backup, then it justs sits there.  When you cancel the backup job it will take 20 minutes up to 2 hours to successfully cancel the job.  Symantec software is responding during this time and only shows an error after successfully canceling the job.  That error is "the driver detected a controller error on device harddisk1 dr1".  I have installed a MS hotfix for USB driver issue that sounds exactly like my error, but only difference is that before I installed the hotfix I never received any errors.  The only other windows log event are ESENT event: 508 performance warning.  I am running Live Update again currently for Backup Exec.  I am also going to run the Western Digital diagnostics against at least 2 of the drives to see what results from extended test can be found.  All three of the external drives are brand new and the Symantec installation was just installed and has not worked yet.
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Question by:Jason Johanknecht
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Expert Comment

by:Dunedan79
ID: 33423012
I have never used a USB external for B2D in Backup Exec but I suspect that the USB interface is simply not robust enough. The same issue is seen on a PC using a SATA drive externally vs. internally, performance suffers quite a bit.

If you must use the USB drive for storage, do you have enough internal disk space to run the backups and then export (or copy) the media to the external drive?
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Author Comment

by:Jason Johanknecht
ID: 33442829
I run USB external drives on all previous versions of Backup Exec and they work flawlessy.  This was the first to be installed with version 2010 since it is a brand new server.  Any other ideas?
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Expert Comment

by:Dunedan79
ID: 33444910
Do you have enough internal storage to try a B2D job of this size? It shouldn't fail either way but it would be interesting to see if the results were different.

Rereading your description it sounds like everything was fine before loading a MS hotfix. Can you back that out?
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Author Comment

by:Jason Johanknecht
ID: 33447307
Before the MS Hotfix, it didn't work and no errors were logged.  Also the system would hang for 30 minutes to 2 hours on any programs that were attempting to use the external drive.  Eventually everything would just start responding on the problem programs.

After the MS Hotfix, an error is logged indictating failure in the external drives and the programs stay responsive.

Bottom line is the backups still don't work.
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Dunedan79 earned 500 total points
ID: 33447454
Is there any difference in base OS for previous Backup Exec versions that worked this way? Also if this is a new box have you checked for settings concerning USB in the system bios?
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Author Comment

by:Jason Johanknecht
ID: 33478585
I am dealing with HP/Compaq on this problem currently, as I believe the problem is closer related to the USB ports Dunedan79 mentioned.  I ran HDtune benchmark on the drive and get only 0.8MB/s.  That is obviously contributing to the problem.  Will report more later.
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Author Closing Comment

by:Jason Johanknecht
ID: 33526820
The problem was resolved using the Microsoft hotifx and setting the BIOS external USB ports to 2.0.  Not sure why they weren't set to begin with, but hey it works now.  All problems are resolved.
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Expert Comment

by:kwongluk_pang
ID: 40800895
I encounter the same issue but with IBM server and IBM KVM Switch, running on Windows 2012 R2 .

My Question
1) Which MS hotfix need to install?
2) How to set BIOS external USB ports to 2.0 for IBM System System x 3650 server.
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