Restarting the remote agent causes Event ID 7000 The Microsoft IPv6 Protocol Driver service failed to start

Article:TECH167577  |  Created: 2011-08-19  |  Updated: 2011-09-19  |  Article URL http://www.symantec.com/docs/TECH167577
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Article Type
Technical Solution



Issue



A review of the Windows Event logs after a restart of the Backup Exec Remote Agent for Windows service shows that an entry matching the error provided below has been recorded.


Error



Event ID: 7000 
Source: Service Control Manager
Description: The Microsoft IPv6 Protocol Driver service failed to start due to the following error: The system cannot find the file specified.


Cause



This is caused because the remote agent when installed on Windows 2008 servers can be incorrectly dependent on the TDI Group. If tcpip6 is also linked with this TDI Group then this creates the error condition. Note:  Not all Windows 2008 servers have tcpip6 linked with TDI.


Solution



Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

  1. Stop the Backup Exec Remote Agent for Windows service
  2. Delete the HKLM\SYSTEM\CurrentControlSet\Services\BackupExecAgentAccelerator\DependOnGroup
  3. key
  4. Modify the HKLM\SYSTEM\CurrentControlSet\Services\BackupExecAgentAccelerator\DependOnService key to include RPCSS
  5. Start the Backup Exec Remote Agent for Windows service

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.

There are no plans to address this issue by way of a patch or hotfix in the current or previous versions of the software at the present time. However, the issue is currently scheduled to be addressed in the next major revision of the product. Please be sure to refer back to this document periodically as any changes to the status of the defect will be reflected here.  Please note that Symantec Corporation reserves the right to remove any fix from the targeted release if it does not pass quality assurance tests.  Symantec's plans are subject to change and any action taken by you based on the above information or your reliance upon the above information is made at your own risk.
 

Please contact your Symantec Sales representative or the Symantec Sales group for upgrade information including upgrade eligibility to the release containing the resolution for this issue.  For information on how to contact Symantec Sales, please see    http://www.symantec.com


Supplemental Materials

SourceETrack
Value2510076
Description

Beremote.exe on a Windows 2008 AWS installation still depends on the TDI Group


SourceEvent ID
Value7000
Description

The Microsoft IPv6 Protocol Driver service failed to start due to the following error: The system cannot find the file specified.



Article URL http://www.symantec.com/docs/TECH167577


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