Symantec System Recovery console becomes unresponsive and will not open

Article:TECH189300  |  Created: 2012-05-22  |  Updated: 2012-05-22  |  Article URL http://www.symantec.com/docs/TECH189300
Article Type
Technical Solution


Environment

Issue



Following a windows update, SSR began failing jobs, having service crashes (in VProSvc) and the console began failing to open or went unresponsive.


Error



The Backup Exec System Recovery service terminated unexpectedly.

Error SNAPSHOT_ERROR_WINAPI_CALL_FAILED (E7B70001): Win32/Win64 API DeviceIoControl(IOCTL_QUERY_SNAP) failed.


Environment



Windows 2003 for Small Business Server SP2
Backup Exec System Recovery 9.0.3
VSS components version 5.2.3790.4143 (current)


Cause



Possible corrupted installation of SSR


Solution



Remove BESR 9.0.3, reboot, then reinstall BESR  (either BESR 9.0.4 which is the most recent BESR version at this writing) or SSR 2011 SP2 (the current shipping version at this writing). Reboot again to complete the install and recreate the backup job.




Article URL http://www.symantec.com/docs/TECH189300


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