Backup Exec Server service crashes in KERNELBASE.dll during Symantec ThreatCon status polling

Article:TECH195183  |  Created: 2012-08-19  |  Updated: 2014-05-29  |  Article URL http://www.symantec.com/docs/TECH195183
Article Type
Technical Solution

Product(s)

Issue



The Backup Exec Server service (beserver.exe) intermittently crashes in KERNELBASE.dll during Symantec ThreatCon polling.

The following events appear in an application event log before the crash.

 

Log Name:      Application
Source:        Backup Exec
Event ID:      57345
Task Category: (65535)
Level:         Information
Keywords:      Classic
Description:
Database Exception Context:CBESession::CreateDBCmd Error:-536837662: :: -2147467259:Login timeout expired :: DB Error Set 0: native=0xffffffff source=Microsoft OLE DB Provider for SQL Server hr=0x80004005 Login timeout expired

 

Log Name:      Application
Source:        Backup Exec
Event ID:      57345
Task Category: (65535)
Level:         Information
Keywords:      Classic
Description:
Database Exception Context:BENEDB::GetSession Error:-536837662: :: -2147467259:Login timeout expired :: DB Error Set 0: native=0xffffffff source=Microsoft OLE DB Provider for SQL Server hr=0x80004005 Login timeout expired

 

Log Name:      Application
Source:        Backup Exec
Event ID:      57345
Task Category: (65535)
Level:         Information
Keywords:      Classic
Description:
Database Exception Context:BENEDB::CreateCmd Error:-536837662: :: -2147467259:Login timeout expired :: DB Error Set 0: native=0xffffffff source=Microsoft OLE DB Provider for SQL Server hr=0x80004005 Login timeout expired

 

Log Name:      Application
Source:        Backup Exec
Event ID:      57345
Task Category: (65535)
Level:         Information
Keywords:      Classic
Description:
Database Exception Context:m_QueryTimeoutInSeconds=300 sql={CALL dbo.[AutoClearAlert](?,?)} Error:-536837662: :: -2147217871:Query timeout expired :: DB Error Set 0: native=0xffffffff source=Microsoft OLE DB Provider for SQL Server hr=0x80040e31 Query timeout expired

 

Log Name:      Application
Source:        Backup Exec
Event ID:      57345
Task Category: (65535)
Level:         Information
Keywords:      Classic
Description:
Current DbTimeoutValue=300

 

Log Name:      Application
Source:        Backup Exec
Event ID:      57345
Task Category: (65535)
Level:         Information
Keywords:      Classic
Description:
Retry one more time 


Error



Log Name:      Application
Source:        Application Error
Event ID:      1000
Task Category: Application Crashing Events
Level:         Error
Keywords:      Classic
Description:
Faulting application name: beserver.exe, version: 13.0.5204.122, time stamp: 0x4eecd23b
Faulting module name: KERNELBASE.dll, version: 6.1.7601.17651, time stamp: 0x4e21213c
Exception code: 0xe06d7363
Fault offset: 0x000000000000cacd
Faulting process id: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report Id: %13


Solution



A hotfix is now available for this issue in the current version(s) of the product(s) mentioned in this article. Refer to the Hotfix link under Related Documents at the end of this article to obtain the hotfix needed to resolve the issue.

Backup Exec 2012 Rev 1798 Service Pack 2 (TECH203155)
 

Notes: In Backup Exec 2010 R3, disabling Threatcon Status Polling can be used as a workaround until the upgrade to Backup Exec 2012 Service Pack 2 or later. Refer to TECH154899 for the information - how to disable Threatcon Status Polling.


Supplemental Materials

SourceETrack
Value2881801
Description

Backup Exec service beserver.exe crashes on module Kernelbase32.dll when executing autoclearalerts stored procedure and db_exception




Article URL http://www.symantec.com/docs/TECH195183


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