Backup of Virtual Machines using the Agent for VMware (2012) or Agent for VMware Virtual Infrastructure (2010) causes beremote to crash on ntdll.dll

Article:TECH190652

Created: 2012-06-08

Updated: 2013-03-19

Article URL http://www.symantec.com/docs/TECH190652

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Article Type
Technical Solution

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Problem

During a backup of virtual machines using the VMware agent, the Backup Exec Remote Agent may crash on ntdll.dll.

Error

Event Log Application Error list in the Application Event Log:

Faulting application name: beremote.exe, version: ### , time stamp:
0x4f1e02d7
Faulting module name: ntdll.dll, version: 6.1.7601.17725, time stamp: 0x4ec4aa8e
Exception code: 0xc0000374
Fault offset: 0x00000000000c40f2
Faulting process id: 0xc2c
Faulting application start time: 0x01cd2dcfa7a5c647
Faulting application path: C:\Program Files\Symantec\Backup Exec\beremote.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: ff9705d7-99e5-11e1-a02e-90e2ba116b59

Environment

This issue occurs in Backup Exec 2010 R3 and Backup Exec 2012

Solution

Workaround: Backup affected virtual machines via the Remote Agent as if it were a physical machine.

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.

This issue is currently under investigation by Symantec Corporation. Pending the outcome of the investigation, this issue may be resolved by way of a patch or hotfix in current or future revisions of the software. However, this particular issue is not currently scheduled for any release. If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Symantec Sales representative or the Symantec Sales group to discuss these concerns. For information on how to contact Symantec Sales, please see http://www.symantec.com Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

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