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OPERATIONAL DEFECT DATABASE
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Document Version Release Date Details 3 21 October 2020 Revised the second and third paragraphs in the Description section and added the steps in the Resolution section to ensure the new tpfilter.sys driver is copied over correctly 2 17 September 2020 Changed the title, clarified the first paragraph in the Description section, and added the first two paragraphs in the Resolution section 1 16 June 2020 Original Document Release Scanning the bus with HPE Library and Tape Tools (L&TT) or HPE Command View for Tape Libraries (CVTL) L&TT service, when installed with Veritas Backup Exec software version 21.0 and earlier with Windows 2019 server, causes a Server Critical Fault due to an issue in the Veritas Backup Exec tpfilter.sys driver. This Server Critical Fault issue has also been found with the HPE CVTL L&TT Service when discovering devices. HPE L&TT is used to update firmware, run diagnostic tests, and pull support tickets from standalone drives and tape libraries. The HPE CVTL L&TT Service is used to run diagnostic tests. If Veritas Backup Exec services are running and L&TT is started, a warning message will display to stop the Backup Exec services before the Server Critical Fault happens. At this point, you can close L&TT without causing a Server Critical Fault.
This issue affects the following configurations: HPE Library and Tape Tools running on Windows Server 2019 with Backup Exec software HPE Command View for Tape libraries service installed and running on Windows Server 2019 with Backup Exec software
Veritas Backup Exec software on a Windows 2019 server version 21.1 has a fix that stops the issue from happening and was released on 2020-09-07 and has a new tpfilter.sys driver. After install or upgrade, check the driver version by going to the C:\Windows\System32\drivers directory: The faulty driver is dated 12/03/2020 and has a size of 45 KB The fixed driver is dated 21/07/2020 and has a size of 53 KB If the tpfilter.sys driver is found to be the faulty version, do the following: Make sure the Veritas Backup Exec services are running. Type in the search bar command. When the command prompt icon appears, right click on it and then click the option to run as an administrator. Inside the command prompt window CD to the install location of Veritas Backup Exec tpfilter.sys driver. The default path should be C:\Program Files\Veritas\Backup Exec\TPFilter . Type tpfilter.exe add . This command should install the new tpfilter.sys driver. The result of the tpfilter.exe add command should be 'TpFilter.sys is currently installed'. If the result is 'Access is Denied', the Backup Exec services are not running. Re-check the version of the tpfilter.sys driver to verify the correct driver. A system reboot is required for the updated driver to take effect. Workaround If you cannot update the Backup Exec version, the following workaround will also continue to work. For Windows 2019 servers with Backup Exec software, temporarily removing the hplto.sys driver from the tape drives and the hpul.sys driver from the libraries will allow both HPE L&TT and the HPE CVLT L&TT Service to run. With these drivers removed, L&TT can download firmware, run all tests except the performance test (using the drivers), and pull support tickets without issues. To get the server ready to run HPE L&TT: Stop all Backup Exec services. Remove the drivers by opening the device manager, right click on a library or tape drive device, and open Properties . Select the Driver tab. Click on Uninstall and in the new pop-up, select the box to delete driver software for this device. NOTE : You only see the Delete box on the initial drive/library. If you repeat it for the next drive/library, the delete box is not shown. Repeat the above steps with the library or tape drive not chosen above. Scan for hardware changes to make sure all driver versions are removed. If they are not, repeat steps 2 and 3. This will allow HPE L&TT to run as an administrator to download firmware, run all test except the performance test (using the drivers), and pull support tickets. When done using HPE L&TT, reinstall the drivers, then restart Backup Exec services. IMPORTANT : HPE recommends that HPE CVTL L&TT service never be installed on the Windows 2019 server with Backup Exec installed. HPE L&TT can be used instead of CVTL diagnostic tools that use the CVTL L&TT service. RECEIVE PROACTIVE UPDATES : Receive support alerts (such as Customer Advisories), as well as updates on drivers, software, firmware, and customer replaceable components, proactively in your e-mail through HPE Subscriber's Choice. Sign up for Subscriber's Choice at the following URL: Proactive Updates Subscription Form.