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NEO 4000 Robotic Arm not detected in Windows Device Manager

Posted on 2011-02-23
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Last Modified: 2012-05-11
I have a WIN2K8 Server running Symantec BEX 2010 R2 attached to a Overland NEO 4000 tape library. Our backups started to fail yesterday after BEX started to generate errors. After talking with Symantec support, they think that the robotic library is having a problem as it's not being detected in Device Manager. I've rebooted both library and server. I've also flashed both tape library and tape drive to the latest firmware. Still no dice.
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Question by:RAFF-
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Expert Comment

by:vvlada
ID: 34963337
Did you run diag on NEO? Sometimes only tape in NEO has a failure and you sholud be able to get this kind of info on NEO's display. It could be that tape unit inside library can't be detected and this could be the source of your problems. Run diag on NEO's front and see if everything is ok with library.
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Accepted Solution

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RAFF- earned 0 total points
ID: 35019570
After working with Symantec, we had to shut down the server and media library for a few minuts to reset its self. Powered back on the media library and waited 60 seconds to power back the backup server. Once logged in, we proceeded to reinstall the drivers through Backup Exec. Once BEXEC and Windows detected the library in Device Manger as Medium Changer Devices, we were able to backup our data.
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Author Closing Comment

by:RAFF-
ID: 35067659
I was able to get this fixed with Symantec Support.
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