After the installation of VERITAS Backup Exec (tm) 9.0 revision 4454 or Backup Exec 9.1 revision 4691 device drivers to a Windows 2003 server utilizing the Microsoft "StorPort" driver, a blue screen error may occur upon reboot.

Document ID: 261728
http://support.veritas.com/docs/261728

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Exact Error Message
PAGE_FAULT_IN_NONPAGED_AREA or DRIVER_IRQL_NOT_LESS_OR_EQUAL

Details:

After the installation of Backup Exec 9.0 revision 4454 or Backup Exec 9.1 revision 4691 device drivers on a Windows 2003 server, a blue screen (stop error) may occur referencing the device driver if the 2003 server is utilizing Microsoft StorPort driver (Storport.sys). The stop error message will be: "PAGE_FAULT_IN_NONPAGED_AREA" but the driver referenced will vary from system to system depending on the hardware that is installed.

To prevent this blue screen from occurring, make sure the following updates have been applied to the IBM server before proceeding:

The Windows 2000 IBM drivers (not the 2003 drivers) are installed for the SCSI or RAID controller(s) present in the system.
The Microsoft hotfix for StorPort (which is referenced in Microsoft Knowledge Base articles 837413 and 823728) is installed.

· ·

UPDATED - Microsoft has released an updated Storport.sys driver that can be referenced on the Microsoft Q article # 838894

Note: The server may continue to blue screen with a "DRIVER_IRQL_NOT_LESS_OR_EQUAL" error message until this Microsoft patch is applied.

Please perform the following steps to install the latest VERITAS Backup Exec 9.1 - Device Driver Installer (20040515):

1. Install Backup Exec 9.0 revision 4454 or Backup Exec 9.1 revision 4691

2. During the install, do not choose to install VERITAS Tape Device Drivers or Robotic Library Support (Figure 1)

Note: These options are chosen by default so they will have to be deselected.

Figure 1- Install Selections

3. After the installation completes, do not reboot the server

4. Download the VERITAS Backup Exec for Windows Servers 9.1.4691 Hotfix 19 (See Related Documents section for link to Hotfix 19), and install it

Note: A reboot will be required after installing VERITAS Backup Exec for Windows Servers 9.1.4691 Hotfix 19

5. After the server reboots, open the Registry Editor (click Start | Run, type "regedit")
a. Browse to the HKEY_LOCAL_MACHINE\Software\Veritas\Backup Exec\TapeDrivers key (Figure 2)
b. Double-click the value Flags to open the Edit DWORD Value dialog box
c. Change the value to 264 (select the Base | Decimal radio button), click OK and close Regedit

Note: The above registry change will force the BackupExecTapeDeviceDriverInstall_273853.exe (the Device Driver Installation Wizard or DDI) to run the DDI in "Plug and Play" mode. This step is necessary because the latest version of the VERITAS DDI runs in silent mode and no user intervention is possible. The "Plug and Play" drivers must be installed to make this solution work.

Figure 2

6. Download, extract, and install the latest VERITAS drivers (see the Related Documents section for a link to BackupExecTapeDeviceDriverInstall_273853.exe)

Note: A reboot will be required after installing the VERITAS Tape Device Drivers. After performing the above steps, the server should not blue-screen, and the tape device should be functional using the VERITAS Tape Device drivers.

Related Documents:

http://support.veritas.com/docs/267154

http://support.veritas.com/docs/273853

http://support.veritas.com/docs/275075

Supplemental Material:

System: Ref.#	Description
Europa: 2078798	BE Changer Drivers are having issues interfacing with Microsoft StorPort driver.
Europa: 2080519	Installing BEWS Driver to Win2003+ServeRAID causes Blue screen
Europa: 2075688	ADAMM does not find devices registered by StorPort drivers
Europa: 2075645	Tapeinst does not match Microsoft tape drivers to TAPE# names.
Europa: 2079832	Tape Device Drivers not loading during silent install on PowerEdge 2500 or 2600

Acknowledgements
Microsoft Knowledge Base articles 821138, 823728, and 837413.

Products Applied:
Backup Exec for Windows Servers 9.0 4454, 9.0 4454 SP1, 9.1, 9.1 4691, 9.1 4691 SP1

Last Updated: April 19 2006 11:30 AM GMT
Expires on: 365 days from publish date

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Subjects:
Backup Exec for Windows Servers
Application: Device Management, Installation, Troubleshooting

Languages:
English (US), French, German, Spanish, Italian, Japanese, Chinese

Operating Systems:
Windows Server 2003

DataCenter, Enterprise Server, Enterprise ServerSP1, Standard Server, Web Server

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