Recalling File System Archiving (FSA) Placeholders may cause Windows File Servers to become unresponsive or trigger a BugCheck

Article:TECH215527  |  Created: 2014-03-04  |  Updated: 2014-07-22  |  Article URL http://www.symantec.com/docs/TECH215527
Article Type
Technical Solution


Issue



In Enterprise Vault (EV) 10.0 Service Pack 4 (10.0.4), while performing the FSA file recall operations, the Windows File Servers, including Failover Cluster nodes, may become unresponsive and may require a server restart to resolve the issue. Such situation may occur again for some other files being recalled. In some environments the issue has also led to a Blue Screen of Death (BSOD).


Cause



In EV 10.0.4 and corresponding Cumulative Hotfixes, a change was introduced in the EV-FSA file system mini filter driver behavior to make the recall operations on archived files visible to Microsoft Quota Management infrastructure. This was introduced to ensure the file system quota consumption accounts for recalled file data. However, in some cases this change caused deadlock conditions between the EV-FSA mini filter and cache manager on the file server.
 

Workaround

A workaround may help prevent these issues. The suggestion is to revert the FSA Agent on the affected File Servers to 10.0.3 or earlier versions where this specific driver logic is not present. Additionally, enabling the Passthrough recall feature at the affected File Servers and corresponding Volume targets may also be necessary to avoid eventual hangs. For information on configuring the Passthrough option, please refer to the Related Articles section below.


Solution



This issue has been addressed in the following release:


Enterprise Vault 10.0.4 Cumulative Hotfix 3 Release
http://www.symantec.com/docs/TECH215093


Supplemental Materials

SourceETrack
Value3368216
Description

Recalling large ISO files results in BSOD or, with Passthrough, the cluster node hangs


SourceETrack
Value3348351
Description

Windows 2008 File Server stops responding when accessing placeholders




Article URL http://www.symantec.com/docs/TECH215527


Terms of use for this information are found in Legal Notices