Tape Jobs fail with I/O errors or (SCSI) Bus resets

KB ID: 1887
Product: Veeam Backup & Replication
Version: All
Published:
Last Modified: 2016-12-21

Challenge

Failures occur during the File to tape or Backup to tape jobs. The jobname.log shows error messages similar to:
 

"error: The request could not be performed because of an I/O device error"
"error: Tape fatal error.\nThe I/O bus was reset"

Cause

Depending on the type of connection, controller or library used, periodic status requests may be handled too slow and fill up the queue. As a result, Windows may try to recover by resetting the bus.

Solution

For Veeam B&R v7.x:
 

1. Increase the time between status requests by adding following registry entry, and restart the Veeam services:
HKLM\Software\Veeam\Veeam Backup and Replication - create a DWORD "TapeDeviceWatcherTimeoutSec" with a value "300"

2. Additionally you may need to increase storport timeouts by creating a "StorPort" key with entries for all tape devices: HKLM\System\CurrentControlSet\Enum\SCSI\DEVICEID\INSTANCE\DeviceParameters\StorPort\

You can get DEVICEID & INSTANCE with the following PowerShell command: gwmi -class win32_tapedrive

- create a DWORD "BusyRetryCount" with the value "1000"
- create a DWORD "BusyPauseTime" with the value "1000"
- create a DWORD "BusyTimeoutCount" with the value "5000"

3. Reboot the server, for StorPort settings to be applied

For Veeam B&R v8.x or v9.x:
 
1.Increase storport timeouts by creating a "StorPort" key on the tape server  with entries for all tape devices: HKLM\System\CurrentControlSet\Enum\SCSI\DEVICEID\INSTANCE\DeviceParameters\StorPort\

You can get 
DEVICEID & INSTANCE with the following PowerShell command: gwmi -class win32_tapedrive

- create a DWORD "BusyRetryCount" with the value "1000"
- create a DWORD "BusyPauseTime" with the value "1000"

- create a DWORD "BusyTimeoutCount" with the value "5000"

2. Reboot the tape server, for StorPort settings to be applied

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