Backups of a Vault Store database on an Enterprise Vault site fail with 0xe0009504 when one of the member servers is no longer accessible.

Article:TECH215544  |  Created: 2014-03-04  |  Updated: 2014-09-18  |  Article URL
Article Type
Technical Solution


When a member server that is part of an Enterprise Vault site is unavailable for any reason, Backup Exec Agent for Enterprise Vault backups of the Vault Store Database(s) fail with:

0xe0009504 - For the Backup Exec Enterprise Vault Agent, the Enterprise Vault services are not responding to commands sent by Backup Exec. Ensure that the Enterprise Vault Directory Service is running.


Backup Exec engine (bengine.exe) debug log on the media server, the following is visible:

BEREMOTE: [01/30/14 19:19:17] [5904]     2014-01-30T19:19:16.202 [ndmp\ndmpcomm]
     - ERROR: e0009504 Error: unknown error
BEREMOTE: [01/30/14 19:19:17] [5904]     2014-01-30T19:19:16.202 [ndmp\ndmpcomm]
     - ndmpFreeMessage: message:0xf366
BENGINE:  [01/30/14 19:19:17] [4020]     2014-01-30T19:19:16.203 [loops]      
      - In EnumerateEVandCreateBSDList : DSSS Enumeration failed. Error e0009504




This issue has been observed in Environments where Enterprise Vault was being migrated to a 64 bit Windows server to accommodate an upgrade from EV 8.x or 9.x to EV 10 per  Resource fall-back works successfully on all resources other than the Vault Store database.


The fall-back logic that should allow Backup Exec to properly access the other working servers within the site is not functioning properly for Vault Store database resources.


This issue is resolved in Backup Exec 2014 or later versions.

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 2014 Rev 1786 Service Pack 1 (TECH216178).


To resolve this issue and receive the new Backup Exec improvements please upgrade to the current version of Backup Exec.



NOTE:  Symantec continues to focus on the current release and future releases; there are no plans to address this issue by way of a patch or hotfix in earlier versions of the software at the present time. Please contact your Symantec Sales representative or the Symantec Partner for upgrade information including upgrade eligibility to the release containing the resolution for this issue. For information on how to contact Symantec Sales, please see

Supplemental Materials


EV: Vault Store database backups do not honor fall-back architecture when a site member server becomes unavailable.

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