Acronis can't find any autoloader slots for VTL

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Hello:

I'm testing our VTL products, we are a small storage server company.

Our VTL products work with Symantec Backup Exec and so on, and some of our customers want to use Acronis backup software.

When I test our VTL with Acronis Backup and Recovery Advanced Server 11 in Windows Server 2003 32bit, the virtual autoloader (tape library) can be correctly found, but the vendor/product/firmware/drive count/slot count information of the libray is all empty. So the virtual tapes can't be found either.

When I use full Inventory, it gives me an error like this:

Error code: 2
Module: 336
LineInfo: e2f3e31de6156f14
Fields:
Message: Failed to perform full inventorying.
--------------------
Error code: 73
Module: 336
LineInfo: 6fe46ca646c74240
Fields:
Message: Failed to inventory the library: It has no slots.

So if there any way to get more detailed logs to figure out why our virtual library is not correctly recognized in Acronis? Is there any trace tool for this?

And I was wondering that is it possible to manually run "arsm.exe" with some parameter to debug our VTL products to fit with Acronis Backup & Recovery?

Thank you very much ~~~

Di, 07/24/2012 - 13:48
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Hello Chiming Chow,

Thank you for testing our software.

This problem can have various causes. First please try these steps:

  1. Go to Start -> Run -> services.msc and stop all services, that begins with Acronis.
  2. Rename following folders:
    1. Windows XP, Windows 2000/2003:
      1. \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\ARSM
      2. \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS
    2. Windows Vista/7, Server 2008:
      1. \ProgramData\Acronis\BackupAndRecovery\ARSM
      2. \ProgramData\Acronis\BackupAndRecovery\MMS
  3. Restart the services, that you stopped in step 1.
  4. Stop, if available the Windows Remote Storage Management Service (this can cause a conflict with the Acronis Removable Storage Management Service. Acronis Backup & Recovery 11 should be the only application that use this tape.)

If these steps does not solve your problem, please follow this article from our Knowledge Base.

If you need immediate assistance, please contact Acronis support. For more information, please see our Customer Handbook.

Please let me know if you have additional questions.

Thank you.

Mi, 07/25/2012 - 08:16
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Thank you for your reply.

I've tried your way to stop service, cleanup MMS and ARSM folder, and then restart service
but Acronis still can't get correct information about virtual tape library (see attachment).

as attachment shows, it's so weird that Acronis can get SCSI vendor/model/firmware as
formed library name in the tape device list, while if I select the virtual library, the
manufacturer and firmware is all unkown.

And if I inventory the library, Acronis gives me the same "Failed to inventory the library: It has no slots."
error message.

I use "acrocmd list tape_libraries" command to get library info, output like this:

Name Drives Slots GUID
-------------------- -------------------- -------------------- --------------------
SPECTRA PYTHON 55... 0 0 A1EB6A5F-7217-410...

The operation completed successfully.

So how can I get more detailed reason about why Acronis can't get library's slots?

Thanks ~~~

Anhang Größe
105244-102217.png 6.78 KB
Mi, 07/25/2012 - 14:12
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Hello Chiming Chow,

Thanks for your reply. Please contact Support, as supposed to do in my first reply. It seems, that your issue needs to be investigated.

If there is anything else, we can do for you, please let me know.

Thank you.

Do, 07/26/2012 - 06:08
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Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.