Backup Exec Remote Agent process crashes after starting against KERNELBASE.dll

Article:TECH202339

Created: 2013-02-01

Updated: 2013-04-26

Article URL http://www.symantec.com/docs/TECH202339

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Article Type
Technical Solution

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Problem

BEREMOTE.EXE process crashes just after starting, with event log recording the information provided in the Error section below.

Note: Currently this has only been reported on a Windows 2008 Terminal Server, although this may not be a key configuration item for the issue.

Error

Event ID: 1000
Description:
Faulting application name: beremote.exe, version: 14.0.1798.0, time stamp: 0x4f1e02d7
Faulting module name: KERNELBASE.dll, version: 6.1.7601.17651, time stamp: 0x4e21213c
Exception code: 0xe06d7363

Cause

At least one cause of this issue has been identified as relating directly to invalid entries in the hosts (name resolution) file on the affected server.

Solution

Workaround:

1) Rename you existing hosts file (located in C:\WINDOWS\SYSTEM32\Drivers\Etc)

2) After the rename in a command prompt type IPCONFIG /flushdns

3) Then attempt to start the Backup Exec Remote Agent service.

4) If this is sucessful then review the origional content of the host file, remove any entries that are not needed and test again, if still an issue and you need the hosts file entries then contact support to receive the conntrolled release of the support hotfix mentioned below.

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.

A supported hotfix has been made available for this issue. Please contact Symantec Technical Support to obtain this fix. This hotfix has not yet gone through any extensive Q&A testing. Consequently, if you are not adversely affected by this problem and have a satisfactory temporary workaround in place, we recommend that you wait for the public release of this hotfix

Supplemental Materials

Source	ETrack
Value	3055090
Description	BEREMOTE crash on a terminal server against KERNELBASE.DLL