Symantec Tape Backup / HP External Drive Offline

I have a customer who has a Windows 2003 Server with an external HP Storage Works DAT160 USB drive connected.  It is running Symantec Backup Exec 12.5 Rev 2213.  In the Job log, it is not doing any of the nightly backups - it refers to the error:  Physical Volume Library Drive Not Available - V79-57344-33036.  If I look under devices, it shows HP1 as offline, I can put it back online but after it starts to do a backup, it goes offline and throws the error.  This is a new customer of mine so not sure what the history is nor do they know if they have a support contract thru Symantec.  I have worked with Symantec Backup Exec in the past and trying to track down a simliar error but not sure where to go with this one.
Daren Anderson, MSISPresidentAsked:
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vvladaConnect With a Mentor Commented:
Hi,

Try to reinstall tape drives by running tapeinst.exe or using wizard "Tape Device Configuration Wizard". Use Symantec drivers. Reboot and try if the tape drive will be online. This could happend after tape drive change.

Best regards,
Vladimir
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andyalderCommented:
And test the hardware by installing HP's library and tape tools.
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Daren Anderson, MSISPresidentAuthor Commented:
Where can I find HP's library and tape tools?  
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Daren Anderson, MSISPresidentAuthor Commented:
I did go thru all the tests on HP library and tape tools last night and everything seemed to pass.  I did download a firmware update but it was from 2008 - thought maybe there would be a newer edition out there.  
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Daren Anderson, MSISPresidentAuthor Commented:
Along with the comments I made above - I did try to do the tapeinst.exe but it said that Symantec only had drivers for SCSI type devices - not USB, which is what this HP is.  I have not found any errors in the error logs that point to bad hardware.  The last good backup happened on 12/24 but do not know what happened after that date.
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Daren Anderson, MSISPresidentAuthor Commented:
There was another tape drive listed in the software - apparently from before; I removed this and updated the software and so far we have been getting good backups
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