Backup Exec console crashes shortly after launch or after moving the mouse cursor into the window.

Article:TECH202083  |  Created: 2013-01-25  |  Updated: 2013-04-17  |  Article URL http://www.symantec.com/docs/TECH202083
Article Type
Technical Solution

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Problem



Shortly after launching Backup Exec on a media server the console may crash. Sometimes the console will hang in a loading data screen and then crash when the cursor is moved into the window, and sometimes the crash occurs spontaneously. BackupExec.exe is the faulting application.

 


Error



Applicaton event log

Event :  1000
Source :  Application Error
Category : Application Crashing Events
User :  N/A
Computer : <>
Description:
Faulting application name: BackupExec.exe, version: 14.0.1798.105, time stamp: 0x4fa3e005
Faulting module name: KERNELBASE.dll, version: 6.1.7601.18015, time stamp: 0x50b8479b
Exception code: 0xe0434352
Fault offset: 0x0000000000009e5d
Faulting process id: 0xd80
Faulting application start time: 0x01cdf40cd2c8e2d0
Faulting application path: C:\Program Files\Symantec\Backup Exec\BackupExec.exe
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: 182bf05b-6000-11e2-bedc-d4ae52a96bdb

Event :  1026
Source :  .NET Runtime
Category : None
User :  N/A
Computer : <>
Description:
Application: BackupExec.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.IO.IOException
Stack:
   at System.Windows.Window.ShowDialog()
   at BackupExec.App.App_DispatcherUnhandledException(System.Object, System.Windows.Threading.DispatcherUnhandledExceptionEventArgs)
   at System.Windows.Threading.Dispatcher.CatchException(System.Exception)
   at MS.Internal.Threading.ExceptionFilterHelper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.WrappedInvoke(System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.InvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.CallWindowProc(IntPtr, IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.HwndSubclass.DefWndProcWrapper(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.CallWindowProc(IntPtr, IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.SetWindowPos(System.Runtime.InteropServices.HandleRef, System.Runtime.InteropServices.HandleRef, Int32, Int32, Int32, Int32, Int32)
   at System.Windows.Window.SetupInitialState(Double, Double, Double, Double)
   at System.Windows.Window.CreateSourceWindow(Boolean)
   at System.Windows.Window.ShowHelper(System.Object)
   at System.Windows.Window.ShowDialog()
   at BackupExec.App.App_DispatcherUnhandledException(System.Object, System.Windows.Threading.DispatcherUnhandledExceptionEventArgs)
   at System.Windows.Threading.Dispatcher.CatchException(System.Exception)
   at MS.Internal.Threading.ExceptionFilterHelper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.WrappedInvoke(System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.InvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.CallWindowProc(IntPtr, IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.HwndSubclass.DefWndProcWrapper(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.CallWindowProc(IntPtr, IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.SetWindowPos(System.Runtime.InteropServices.HandleRef, System.Runtime.InteropServices.HandleRef, Int32, Int32, Int32, Int32, Int32)
   at System.Windows.Window.SetupInitialState(Double, Double, Double, Double)
   at System.Windows.Window.CreateSourceWindow(Boolean)
   at System.Windows.Window.ShowHelper(System.Object)
   at System.Windows.Window.ShowDialog()
   at BackupExec.UI.View.ViewActionImplementation.MediaServerConnect(Boolean, System.String)
   at BackupExec.UI.View.MainWindow.MainWindow_Activated(System.Object, System.EventArgs)
   at System.Windows.Window.WmActivate(IntPtr)
   at System.Windows.Window.WindowFilterMessage(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at System.Windows.Interop.HwndSource.PublicHooksFilterMessage(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object)
   at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   at MS.Internal.Threading.ExceptionFilterHelper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.WrappedInvoke(System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.InvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.ShowWindow(System.Runtime.InteropServices.HandleRef, Int32)
   at System.Windows.Window.ShowHelper(System.Object)
   at BackupExec.App.OnStartup(System.Windows.StartupEventArgs)
   at System.Windows.Application.<.ctor>b__1(System.Object)
   at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   at MS.Internal.Threading.ExceptionFilterHelper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.WrappedInvoke(System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.DispatcherOperation.InvokeImpl()
   at System.Threading.ExecutionContext.runTryCode(System.Object)
   at System.Runtime.CompilerServices.RuntimeHelpers.ExecuteCodeWithGuaranteedCleanup(TryCode, CleanupCode, System.Object)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   at System.Windows.Threading.DispatcherOperation.Invoke()
   at System.Windows.Threading.Dispatcher.ProcessQueue()
   at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object)
   at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   at MS.Internal.Threading.ExceptionFilterHelper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.WrappedInvoke(System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.InvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef)
   at System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame)
   at System.Windows.Application.RunInternal(System.Windows.Window)
   at System.Windows.Application.Run()
   at BackupExec.App.Main()


 


Cause



An inaccessible Windows Temp folder will cause this issue.

If the %temp% location is inaccessible due to permissions for the logged in user, or is not a valid path, WPF faults and causes the console to crash.


Solution



Solutions:

1. Change the user environment variables for TEMP and TMP to an accessible location

2. Ensure the security permissions on the temporary directory allow access by the logged in user.

3. Install the Remote Administration console on another computer and access the media server remotely.

    - The Remote Admin console is installed from the same media that Backup Exec is installed from, simply choose "Install Remote Administration Console Only" from the installation splash screen.

 

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.

NOTE:
Customers experiencing this issue are encouraged to contact Symantec Technical Support as data is still being collected to assist in resolving this issue.

 

Supplemental Materials

SourceETrack
Value3050061

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