Attempt to bring the De-duplication Storage device online causes the process spoold.exe to crash.

Article:TECH129636  |  Created: 2010-01-04  |  Updated: 2013-01-07  |  Article URL http://www.symantec.com/docs/TECH129636
Article Type
Technical Solution


Issue



Attempt to bring the De-duplication Storage device online causes the process spoold.exe to crash.


Solution



Attempt to bring the De-duplication Storage device online causes the process spoold.exe to crash if the .bin/.bhd files are missing in the data folder of the de-duplication device.

.Bin/.Bhd may get accidentally deleted, or get deleted by the Antivirus Application or by a planned/unplanned reboot of the Media Server while a backup job targeted to the de-duplication folder it running.

Crash dump analysis shows the following:

*************************************************************************************************
FAULTING_IP:
pthreadVC2+45d8
00000000`004645d8 f0440fb121      lock cmpxchg dword ptr [rcx],r12d
*************************************************************************************************

Workaround:

1. If the files were accidentally deleted then recover the .bin/.bhd files from the Recycle Bin.

OR

2. If the files were quarantined by the antivirus application then recover them. For more details refer to  http://www.symantec.com/docs/TECH129606

OR

3. Restore the files from the latest backup of User Data under Shadow Copy Component (from the time when De-duplication device was functional). Note that any data backed up to the De-duplication storage folder device since its last backup (through Shadow Copy Component) will be lost.

 
NOTE: Customers experiencing this issue where the missing files can not be recovered are encouraged to contact Symantec Technical Support as data is still being collected to assist in resolving this issue.

Supplemental Materials

SourceETrack
Value2036792
Description

PDDE :Spoold.exe is crashing when attempting to make the device online when .bin/.bhd files are missing



Legacy ID



351915


Article URL http://www.symantec.com/docs/TECH129636


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