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Code 38 - Driver still in memory with Server 2012 R2

Posted on 2014-10-14
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Last Modified: 2016-11-23
I set up a Server 2012 R2 server with the following Roles and Applications.

Dell openmanage
Symantec BEX 2014
Trend
SQL 2008 R2
PowerChute Business Edition Server
Dell SonicWALL UMS
Java
SonicWALL Directory Connector


The Issue is, when i plug out the Seagate UAS 3TB external drive and plug in the other drive for the next days backup, the new drive shows a Code 38 error in device manager, stating that the previous drive is still in memory.
After a reboot , the new drive is detected until the next drive is plugged in.

This happens every time with all 4 exact same drives.

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I have set up another Server 2012R2 server with BEX 2014, plugged in and swopped the drives with no issues.
I have also plugged and swopped the drives in a Windows 8.1 laptop (same driver version as the 2012 R2 driver).

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I have also tried deleting the drivers and redetecting them, same issue.
When disabling the wrongly detected device and enabling it again, it automatically reboots the server.

______________________________________________________________

Any good ideas would be appreciated.
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Question by:jrobbertse
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22 Comments
 
LVL 62

Expert Comment

by:gheist
ID: 40398578
There is a difference between drive and driver....

Was the drive ejected ("safely removed") by backup exec? (I hope i decoded your abbrecviation "BEX" right?
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Author Comment

by:jrobbertse
ID: 40398613
gheist... the drive cannot be safely removed at that time.
Please look at the image 5.png.

The issue is, we have this setup working at 100's of clients, but this is the only client where this is a problem.
I am just posting this question here to get a fresh eye on the problem.

We have had quite a few people looking at this, so the obvious have been checked.
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LVL 62

Expert Comment

by:gheist
ID: 40398621
Maybe take care to attach image 5.png?
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Author Comment

by:jrobbertse
ID: 40398624
For some reason the attachments aren't included anymore, i uploaded them 2 days ago, anyway. here they are.
1.png
2.png
3.png
4.png
5.png
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LVL 62

Expert Comment

by:gheist
ID: 40398639
did you install Kaseya endpoint.... ?
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Author Comment

by:jrobbertse
ID: 40398651
Yes, the Kaseya client is installed, the same one we use on 100's of clients with server 2012 R2 and BEX, with no issues so far.
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LVL 62

Expert Comment

by:gheist
ID: 40398724
I would recommend to remove device with exclamation mark and 1) rescan for new hardware, filing that 2) remove driver and reboot.
0
 

Author Comment

by:jrobbertse
ID: 40398738
I have removed all hidden devices previously and scanned for new devices, same issue.
After a reboot it normally detects the new drive because then the driver is no longer in memory, so i am trying to get a solution where i do not have to reboot the server.

to reveal the hidden devices i also ran the command "set devmgr_show_nonpresent_devices=1" as well as the "show hidden devices"option in device manager.

Trust me when i say, all obvious solutions have been looked at.
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Author Comment

by:jrobbertse
ID: 40398742
KB2911106 and KB2919355 have also been installed, associated with this problem.
Still having issues.
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LVL 62

Expert Comment

by:gheist
ID: 40398973
You can show hidden devices in device manager from menu - any of thoes in yellow state? Like ones around antivirus?
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Author Comment

by:jrobbertse
ID: 40399150
the hidden devices are not in yellow state now.
what do you mean by "like ones around antivirus?"
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LVL 62

Expert Comment

by:gheist
ID: 40399162
like antivirus kernel drivers (which somehow control disk accesses etc)
is USB port well powered? i.e show devices by connecion and it is alone on usb hub?
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Author Comment

by:jrobbertse
ID: 40399165
The drives are connected via their own USB 3 card (which has also been replaced)
There are no AV policies in place to control disk access.
0
 

Author Comment

by:jrobbertse
ID: 40399167
The problem only happens a few hours after the server has been rebooted.
Once the server has been rebooted, the drives can be swopped without any problems.
The issue only comes in after a few hours or a day, then when they was to plug in the next drive for that day's backup, then it fails to detect the drive and the error code is "code 38" as seen in the screenshots.
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LVL 62

Expert Comment

by:gheist
ID: 40399234
Is it same drive you connect to other servers to test? i.e. if there is any firmware issues...
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Author Comment

by:jrobbertse
ID: 40399338
The same drives did not show the same issues when we replicated the server config on another Dell server.
This time we only installed Server 2012 R2 and Bex 2014, but those drives worked every time.
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LVL 62

Expert Comment

by:gheist
ID: 40399365
Me out of ideas....
0
 

Author Comment

by:jrobbertse
ID: 40399532
Is there perhaps someone else that can assist?
This is one of the errors in the event log when the new drive is plugged in.
This is off course part the Code 38 problem.
__________________________________________________________________________________________
Device USB\VID_0BC2&PID_AB31\MSFT30NA7E1ZQL had a problem starting.

Driver Name: uaspstor.inf
Class Guid: {4D36E97B-E325-11CE-BFC1-08002BE10318}
Service: UASPStor
Lower Filters:
Upper Filters:
Problem: 0x26
Status: 0x0
0
 
LVL 62

Expert Comment

by:gheist
ID: 40399659
I'd wait for 24h then ask moderators to call more attention to the question.
It is all HCL drivers (actually builtin in windows) - so it should not fail ever.
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LVL 35

Expert Comment

by:Gary Patterson
ID: 40409635
We have no way of knowing what is "obvious" to you.  We know nothing about your background, training, or troubleshooting skills, and even then, even the best of us skip a step sometimes.

So, anyway, it sounds like the USB device isn't being properly ejected.  Safest procedure is to first take the drive Offline in Disk Manager, and then "Eject" the device using the system tray app, for example.

If you can't safely eject, you really need to troubleshoot that problem - something is holding files open on that device.  I'd use Process Explorer (make sure you run it as Administrator) to track down the offending process.  Most common offender is an AV program.  Exclude the USB drive letter(s) from your AV scanning, shut down your AV scanner, or make sure no scanning is going on prior to ejecting.

- Gary
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Accepted Solution

by:
jrobbertse earned 0 total points
ID: 40419238
Ok, so the problem was the iDrac cache that picked up as drive F briefly at bootup in Explorer, then disappears.
I only saw this because i opened My Computer directly after the server booted up.
As soon as i changed the one drive from F: to K, everything worked.

The drives were, F: , G:, H:, I:
So every time F was swopped for G, or I was swopped for F, the problem occured. Which caused the illusion that it was intermittent.

Thanks for the help :)
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