Backup Exec Patch Launcher has stopped working

Article:TECH201819

Created: 2013-01-18

Updated: 2013-03-27

Article URL http://www.symantec.com/docs/TECH201819

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Article Type
Technical Solution

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Problem

Installation of a Hotfix via Live Update or manual hotfix Install cause PatchSetup.exe to crash

Error

Application Event Viewer :

Log Name: Application
Source: Application Error
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
Computer: SERVERNAME
Description:
Faulting application name: PatchSetup.exe, version: 14.0.1798.504, time stamp:
0x4fd103eb
Faulting module name: PatchSetup.exe, version: 14.0.1798.504, time stamp:
0x4fd103eb
Exception code: 0xc0000417
Fault offset: 0x000000000043241c
Faulting process id: 0x2750
Faulting application start time: 0x01cdce1815d8bfd5
Faulting application path: C:\Users\ADM_CO~1\AppData\Local\Temp\2
\pftC322~tmp\PatchSetup.exe
Faulting module path: C:\Users\ADM_CO~1\AppData\Local\Temp\2
\pftC322~tmp\PatchSetup.exe

Environment

Backup Exec 2012

Solution

Workaround :

1) Download the hotfix manually from the below website :
http://www.symantec.com/business/support/index?page=content&key=15047&channel=TECHNICAL_SOLUTION&basecat=DOWNLOADS

2) Extract the patch to a temp folder.

3) Copy sqlops.dll from the cached install folder to the temp folder where the hotfix is extracted to.
SQLOPS.DLL can be found at the following location C:\programdata\symantec\Backup Exec\GUID\Media\bin

4) Run the patch setup and the hotfix should Install successfully.

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.

Symantec Corporation currently plans to address this issue by way of a patch or hotfix to the current version of the software. Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here. A link to the patch or hotfix download will be added to this document when it becomes available. 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.

Supplemental Materials

Source	ETrack
Value	3050973
Description	Backup Exec Patch Launcher has stopped working