Backup to Tape Job to the HPE LTO tape drives fails with "Tape error: '1117'" after upgrade to Veeam Backup & Replication 9.5 Update 4b

KB ID:
2983
Product:
Version:
Published:
Last Modified:
2019-08-06

Challenge

Backup (and other operations) to HPE LTO tape drives may constantly fail after installation of Veeam Backup & Replication 9.5 Update 4b (9.5.4.2866).

Veeam fails to connect to the tape drive and returns the following errors:
 

[18.07.2019 15:49:24] <01> Warning TapeDrive alert: The tape drive has a problem with the application client interface
...
[18.07.2019 15:49:58] <01> Error Tape error: '1117' (The request could not be performed because of an I/O device error) (Veeam.Backup.Common.CCppComponentException)
[18.07.2019 15:49:58] <01> Error in c++: TapeHandle failed to get tape drive parameters.
[18.07.2019 15:49:58] <01> Error in c++: Tape initialization FAILED.

However, the tape drive is recognized correctly in the device manager and no hardware related errors are reported in the Windows System log.

Cause

When Veeam is configuring the hardware encryption, it sends an incorrect command to the tape drive.
This brings the tape drive into the faulty state.

Solution

To solve the issue, apply the hotfix:

    1. Download the hotfix.
    2. Check that you have version 9.5.4.2866 of Veeam Backup & Replication installed.
    3. Make sure that no jobs are running, close the Veeam console and stop all Veeam services on the backup server.
    4. Stop all Veeam services on the tape server.
    5. On the tape server, rename original file VeeamAgent.exe into VeeamAgent.exe_original in folders: C:\Program Files (x86)\Veeam\Backup Transport\x64 and C:\Program Files (x86)\Veeam\Backup Transport\x86.
    6. Copy VeeamAgent.exe from the hotfix into folders C:\Program Files (x86)\Veeam\Backup Transport\x64 and C:\Program Files (x86)\Veeam\Backup Transport\x86 on the tape server.
    7. Start Veeam services on the backup server and on the tape server.
    8. Disconnect the tape drive from the power for a couple of minutes.
    IMPORTANT: Mere reboot of the tape server does not solve the issue.

    More Information

    [[DOWNLOAD|DOWNLOAD PRIVATE FIX|https://www.veeam.com/download_add_packs/vmware-esx-backup/kb2983]]
    MD5: e03821e72c7011009997a973b4b5bbb0
    SHA1: 2fce13610c2b44c9331fd9e6068b5363bd0f7b5d

    Please be aware that we’re making changes which will restrict access to product updates for users without an active contract.

    OK

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