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

Article:TECH202083  |  Created: 2013-01-25  |  Updated: 2014-01-07  |  Article URL http://www.symantec.com/docs/TECH202083
Article Type
Technical Solution


Issue



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



Application event log

Event :  1000
Source :  Application Error
Category : Application Crashing Events
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
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



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 3 (TECH205351).

 

With Backup Exec 2012 Rev 1798 Service Pack 3, the Backup Exec console may still crash, and the following error messages are logged in SGMon debug log when the issue reproduces.

MANAGEME: [01/07/14 14:41:29] [0001]     [Error] Exception:System.IO.IOException
    The directory name is invalid.
    Stack Trace:   at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
       at System.IO.Path.GetTempFileName()
        .................................

SOLUTIONS:

1. Make sure the folder specified by the user environment variable for TEMP exists and is accessible. If not, change the TEMP user environment variables 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.


Supplemental Materials

SourceETrack
Value3050061



Article URL http://www.symantec.com/docs/TECH202083


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