Altiris™ Recovery Solution™ 6.2 SP3 Release Notes

Article:DOC1702  |  Created: 2008-10-30  |  Updated: 2011-02-07  |  Article URL
Article Type


N.B. For Recovery Solution 6.2 SP4 Release Notes see DOC3495

What do I need to know about the release of Altiris® Recovery Solution™ 6.2 SP3?


Altiris Recovery Solution™ 6.2 SP3
Release Notes

Build number 6.2.2801

Apache* Software Notice

The Apache Software License, Version 1.1
Copyright © 1999-2004 The Apache Software Foundation. All rights reserved.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

  1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
  2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
  3. The end-user documentation included with the redistribution, if any, must include the following acknowledgment: 
    "This product includes software developed by the Apache Software Foundation ("
    Alternately, this acknowledgment may appear in the software itself, if and wherever such third-party acknowledgments normally appear.
  4. The names "Xerces" and "Apache Software Foundation" must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact
  5. Products derived from this software may not be called "Apache", nor may "Apache" appear in their name, without prior written permission of the Apache Software Foundation.

This software consists of voluntary contributions made by many individuals on behalf of the Apache Software Foundation and was originally based on software copyright (c) 1999, International Business Machines, Inc.,  For more information on the Apache Software Foundation, please see <>.


Features in this Release

Installation and Upgrade

Fixes in this Release

Known Issues in this Release


This release includes the hot fixes that were made for SP2 and some other improvements. See the sections below for details.

Features in this Release

The following are features of this release:

Support for Microsoft Vista SP1

Recovery Solution 6.2 SP2 supported the original version of Microsoft Vista. This version supports Vista SP1.

Updated OFM driver

This updated OFM driver should help prevent the NTFS corruption issues that some users experienced with SP2. 

Installation and Upgrade

To support Microsoft Windows Vista, Recovery Solution 6.2 SP3 must be installed on at the Altiris® Notification Server™ 6.0 SP3 R4 or higher platform. For details, see article 27859, Release Notes for Altiris Notification Server 6.0 SP3 R4.

Where to Download Recovery Solution 6.2 SP3

Recovery Solution 6.2 SP3 can be downloaded from to install for the first time or upgrade from previous versions. 

Upgrade Requirements

You can upgrade to 6.2 SP3 only from 6.2 SP1 or SP2. 

Upgrade Steps

Upgrading from a 6.2 SP1 or later

Upgrading from a previous 6.2 SP version requires the following steps:

  • Installing Recovery Solution 6.2 SP3 Program Files
  • Upgrading Existing Recovery Solution Servers and Clusters

    For specific instructions, see the Recovery Solution Reference Guide.


After you upgrade the Recovery Agent on a client computer, previous snapshots are not shown in the Rollback dialog (on the server UI) unless you select the Show critical snapshots and snapshots from previous RS Agent installations check box. This will not display previous snapshots on the client’s Rollback dialog. For more information, see the Perform a Rollback topic in the Recovery Solution Reference Guide.

Legacy operating systems Windows 95, 98 (applies to original release only, Windows 98 Second Edition is still supported), and NT4 are no longer supported as server-based Recovery Agent platforms as of Recovery Solution 6.2 SP2 and higher.

Upgrade Issues

Windows 98 Unable to Upgrade

After upgrading a server, you cannot upgrade the Recovery Solution Agent on computers running 98SE. Instead, you must uninstall the agent and then reinstall it using the same account.

You can use policies to uninstall and reinstall the agent on Windows 98 computers by doing the following:

  1. Use the Uninstall RS Agent policy to uninstall the agent using the Windows 98 or 98 SE collection.
  2. Clone the Reinstall RS Agent policy.
  3. In the cloned policy, modify the Win32 program to contain the /comp and /server:<Cluster address> parameters. 

    The command-line will have: /reinstall /silent /comp (without computer name) /server:<Cluster address>
  4. Run the policy. This will reinstall the agent with the existing account. Note: The target computer must be restarted to complete the installation.

Fixes in this Release

Hot fixes in this release

A number of hot fixes were created for Recovery Solution since the previous release (6.2 SP2). The following hot fixes are included in 6.2 SP3:

Article 36509, "Is there a way to control auto-healing in the SSM job"

Article 36313, "Cannot complete RS Cluster creation due to the timeout"

Article 37490, "Recovery Server crash at startup in MS Load-Balanced cluster configuration"

Article 38762, "Storage Inaccessible and Data File Synchronization Job errors"

Article 39462, "Unable to use wildcards to include certain file type into snapshot"

Article 40629, "Re-registration of Recovery Agent accounts after upgrade are causing user account lockouts"

Article 40630, "Local Recovery fails to create partition"

Article 40632, "All jobs are processed very slow by the Recovery Solution Server"

Article 40633, "Users are prompted for credentials for accessing Recovery Solution Agent, and AeXRS_Users local group is empty on the Recovery Server"

Article 40635, "Error appears on the attempt to view the 'Computers requiring RS Agent installation' collection"

Article 40785, ""Recovery Agents cannot see the Recovery Server because ''AeXRSVault'' ISAPI of IIS is under heavy load"

Article 40789, "AeXVault.exe crash during huge DTF recreation during snapshots"

Article 40822, "NTFS sparse use in Server Space Management Job reworked"

Article 40786, "Migrate utility (AeXMigrt.exe) fails with unknown exception"

Article 41728, "FSR Wizard hangs during ISO image creation"

Article 41774, "FSR information collection fails during the snapshot"

Article 41777, "AeXVault.exe crash during Deletion or SSM jobs"

Article 41796, "RSAFAL driver BSOD"

Article 41919, "FSR from USB Media fails with "Boot: Couldn't find NTLDR" or "A disk read error occurred. Press Ctrl+Alt+Del to restart" errors"

Article 43036, "Controlling the Recovery Solution Agent System Tray icon right click options"

Article 43495, "Problem with national and special characters in the WBFR"

Article 43336, "Connection to Recovery Solution Server is lost on a laptop when network interface is changed"

Article 42397, "Space occupied by a protected computer is not updated after SSM job is completed"

Article 32736, "Secured Recovery Solution Agent registration on re-install of Recovery Solution Agent"

Article 38979, "Server Space Management Job to delete files in 0 days after being deleted from client computer "

For more information about all released hotfixes, see article 36188.

Agent re-registration with existing account

Altiris Recovery Agent re-registration with existing account on Recovery Solution clusters with significant amount of data can take up to 15 minutes. During this time, the Altiris Recovery Agent Registration dialog window will appear with the “Busy” appearance of the mouse pointer.

Incremental snapshot of EFS files performance improvements.
Recovery Server crash in case of high load.
Problem with switching from one Recovery Server storage to another in certain configuration.
Very large PST file snapshot failed in certain cases every second time when snapshot is started.
Compatibility issues with Software Virtualization Agent.
Problem with snapshot acceleration on February 29 (leap year).
Error during full system snapshot Vista client with Roxio Easy Media Creator 9 installed.

Known Issues in this Release

 Known Issue
Recovery Server Setup does not create a backup device for the database, and does not schedule regular backups of the database.

The installed version of the Altiris Recovery Solution™ from Symantec Implementation Guide does not describe correctly the functionality of the Recovery Server Setup. In the Settings Information > Microsoft SQL Server Settings, the following text is not valid:
"Database Backups
Setup creates a backup device for the database. It also schedules regular backups of the database."

Issues with Webroot SpySweeper 6.0
  • Webroot SpySweeper 6.0 prevents the the recovery agent from collecting Full System Recovery information. To correct this, you must do the following: Open regedit, then go to [HKLM/System/CurrentControlSet/Services/AeXRSFAL], and change the Start value to 0, and then restart the computer. After this, FSR information collection will work properly.
  • After a Full System Recovery on a Windows Vista x64 client, you must reinstall Webroot SpySweeper 6.0 on the client computer.
Configuring the number of concurrent snapshots
When the Recovery Server is communicating with client computers over HTTP\HTTPs transport protocols, we recommend that you configure number of concurrent snapshots to a value less than 50.
Known Issues with Full HDD Encryption

Drives are no longer encrypted after performing a Full System Recovery on computers with full HDD encryption. This issue exists on computers running full disk encryption applications such as Vista Bitlocker, SafeBoot Device Encryption, Pointsec for PC, and SafeGuard Easy. See article 35484.

Downgrade to an older version is not supported

Installation of an older version of Recovery Solution onto a Notification Server computer that has or had a newer version of Recovery Solution installed is not supported.

Full System Recovery over WAN

The Network Full System Recovery cannot be performed for a protected computer that is outside of the company’s Local Area Network. When client computers reside on the WAN, their Full System Recovery can be performed only using a CD- or a DVD-ROM set that includes all user data.

Performing a Web-based file recovery

When running Web-based file recovery on a load-balanced cluster, you must enter the IP address of a physical Recovery Server in the Recovery Solution Cluster and not the IP address of the Recovery Solution Cluster itself.

Full System Recovery limitations

Full System Recovery cannot be performed on a Windows 2000/XP/2003 protected computer that uses disk volume sets, stripe sets, dynamic disks, software RAIDs, and unsupported RAID hardware.

Authentication under currently logged user does not work on Windows 9x working over HTTP/S

Authentication under currently logged on user account does not work for computers using Windows 9x working over HTTP/S; the user will have to enter credentials manually during the Agent registration. The user will also have to re-enter user credentials every time the computer is restarted.

If Recovery Server was upgraded while Notification Server was offline

In case the Recovery Server was upgraded while Notification Server was offline, it will not be treated as upgraded. In cluster settings the server is shown as "upgrade in progress." Many actions (for example, FSR CD creation) fail for the clients installed on the cluster. Uninstall the Recovery Server for which the status was not updated and install it again (without a Notification Server restart).

Cannot use mapped drives for storage locations on Windows 2003

It is not possible to use mapped drives for storage locations if your Recovery Server is installed on a Windows 2003 Server. The workaround is to use a UNC path (\\server\share) instead.

RAID Adapters not supported for Full System Recovery

The following adapter is not supported for Full System Recovery in server-based mode:

  • HP NetRAID-2M
Performing a Full System Recovery Using PXE with Deployment Solution 6.5 SP1

The feature of performing a Full System Recovery does not work on Altiris Deployment Solution 6.5 SP1. Altiris Boot Disk Creator fails on attempt to add files (vdisk.sys and rndm_dr.exe) during PXE boot disk creation. The error message states 'An unhandled win32 exception occurred in bootwiz.exe [12664]...'.  The workaround is to upgrade your Deployment Solution to version 6.8. For information, see article 29163.

Some NAS Devices are not supported as Raw storage locations

The following NAS devices, which are Linux based, do not fully support Windows APIs and cannot be used as raw storage locations for Recovery Solution: HP Net App and EMC Celerra.

"Files in Use" error when upgrading or repairing Recovery Solution Agent on Microsoft Vista 

On a client computer running Vista, if you upgrade, repair, or install over an existing client in interactive mode, you will get an error that states:

"Files in Use—Some files that need to be updated are currently in use."

You can click Ignore and the installation will successfully complete. This message will not display during a new agent installation or if the agent upgrade is performed using silent mode (using /silent command-line parameter).

Locked Client Computers do not automatically reboot after remote agent rollout

When the Recovery Solution Agent is installed on a client computer, the computer must be restarted in order for the agent to be functional. When using the Recovery Solution Agent Rollout policy to deploy the agent remotely, if the computer is in a locked state (from either a Ctrl-Alt-Delete lock or a locked password screen saver), the client computer will not automatically reboot after the agent is installed. The agent will not be functional until the client computer is restarted.

Issues using Recovery Solution with Altiris Software Virtualization Solution (SVS) 

Because of the way that SVS redirects files in Virtual Software Packages, program and data files that are in SVS layers are not backed up in the regular file system. As a result, they are not available for view in the Recovery utilities. However, the redirect files in layers are backed up as part of the SVS files under the C:\fslrdr folder.

For example, if you have Microsoft Office in a SVS layer, and the layer is active, in Windows explorer, you see a folder called C:\Program Files\Microsoft Office. These are actually files that are redirected to C:\fslrdr. When you do a snapshot or recovery, the C:\Program Files\Microsoft Office folder is not recognized.

Encrypted files cannot use RFE on the same but non-encrypted files

Due to encryption keys being user specific, it is not possible to gain the benefits of redundant file elimination (RFE) when comparing two identical files if one is encrypted and the other is not. The issue appears only once a file is decrypted or encrypted. Note that redundant block elimination (RBE) works fine with both encrypted and decrypted files.

Different wallpaper screen appears during system rollback

During a system rollback, a different wallpaper screen, such as the default wallpaper screen, may appear. This is normal and all settings will be restored after the rollback is completed.

Firewall settings not restored on Windows XP

After performing a network settings rollback on Windows XP computers, firewall settings may not be restored. In these cases, firewall settings must be restored manually.

Limited support for Microsoft Cluster

In the current release, files are correctly backed up and can be restored but full-system recovery and rollback are not supported on the clustered server.  You may need to disable or change the Open File Manager (OFM) settings for the snapshot to complete successfully on such servers.

Localized documentation has not been updated
The localized documentation files have not been updated for SP3. No new information about the product was added to the English SP3 documentation.
Rollback from Windows XP SP1 or SP2 to Clean Windows XP

Do not perform rollbacks from Windows XP with Service Pack 1 or Service Pack 2 to a “clean” Windows XP as it may cause your computer to become unusable. Use Windows Add/Remove Programs to remove the Service Pack instead, then run the rollback if needed. Rollback from Win XP SP2 to SP1 is possible and supported.

Snapshot excludes with wildcards may not work

If you use wildcards to specify an excluded folder (Example: C:\Folder*) and add exceptions to it, a folder with a matching name and its files will be backed up nevertheless. To work around the problem do not use wildcards to specify excludes with exceptions or do not add exceptions to excludes with wildcards.

Full System Recovery from USB or SATA* CD or DVD Drives is not supported

Local and server-based Full System Recovery is supported only for CD and DVD drives connected to native IDE controllers or controllers set to work in IDE compatibility mode. USB or Serial ATA controllers without IDE compatibility mode are not supported.

URL mentioned in the Reference Guide - does not work: getting HTTP 403 error

As browsing of the folders is no longer available for the mentioned folder exact file paths should be used for the download. For more information, see article 45566.


Legacy ID


Article URL

Terms of use for this information are found in Legal Notices