Blue screen in symsnap.sys when backing up Hyper-V R2 host with Symantec System Recovery (SSR)

Article:TECH127102  |  Created: 2010-01-08  |  Updated: 2014-09-23  |  Article URL http://www.symantec.com/docs/TECH127102
Article Type
Technical Solution


Issue



Blue screen in symsnap.sys when backing up Hyper-V R2 host with Symantec System Recovery (SSR)


Error



Symptoms:

When backing up a Hyper-V R2 host with SSR, the following blue screen may occur:

BUGCHECK_STR:  0xCA_2

DEVICE_OBJECT: fffffa80532de080

DRIVER_OBJECT: fffffa80252d8060

IMAGE_NAME:  symsnap.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  4ab000d3

MODULE_NAME: symsnap

FAULTING_MODULE: fffff88000fc1000 symsnap

DEFAULT_BUCKET_ID:  VISTA_DRIVER_FAULT

STACK_TEXT:  
fffff880`02747ba8 fffff800`026313ad : 00000000`000000ca 00000000`00000002
fffffa80`532de080 00000000`00000000 : nt!KeBugCheckEx
fffff880`02747bb0 fffff800`023732c6 : 00000000`00000000 fffff8a0`171a6e50
00000000`00000000 00000000`00000000 : nt!PiQueryPowerRelations+0x40d
fffff880`02747c10 fffff800`02280161 : fffff800`02373020 fffff800`0256c501
fffffa80`24f3f600 00000000`00000000 : nt!PnpDeviceActionWorker+0x2a6
fffff880`02747cb0 fffff800`02516166 : 00000000`00000000 fffffa80`24f3f680
00000000`00000080 fffffa80`24ed4890 : nt!ExpWorkerThread+0x111
fffff880`02747d40 fffff800`02251486 : fffff880`020a4180 fffffa80`24f3f680
fffff880`020af2c0 00000000`00000000 : nt!PspSystemThreadStartup+0x5a
fffff880`02747d80 00000000`00000000 : fffff880`02748000 fffff880`02742000
fffff880`027474b0 00000000`00000000 : nt!KxStartSystemThread+0x16

STACK_COMMAND:  kb

FOLLOWUP_NAME:  MachineOwner

FAILURE_BUCKET_ID:  X64_0xCA_2_IMAGE_symsnap.sys

BUCKET_ID:  X64_0xCA_2_IMAGE_symsnap.sys

Note: This issue can also occur if using Backup Exec to backup the Hyper-V host when SSR is also installed on the host.


Solution



Install the following Microsoft hotfix:  http://support.microsoft.com/kb/980856
 
 
NOTE: The above hotfix is included in service pack 1 for Windows 2008 R2.

Supplemental Materials

SourceETrack
Value1915367
Description

Blue screen in symsnap.sys when backing up a Hyper-V R2 host.

 



Legacy ID



340076


Article URL http://www.symantec.com/docs/TECH127102


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