A remote server backup job stalls with “Snapshot Processing” status

Article:TECH216989  |  Created: 2014-04-25  |  Updated: 2014-06-23  |  Article URL http://www.symantec.com/docs/TECH216989
Article Type
Technical Solution


Issue



During an attempt to perform backup of a remote server, the backup job stalls. 

 


Error



The Agent for Windows displays no communication with the Backup Exec server.

The job’s status displays as “Snapshot Processing” indefinitely. 

 


Cause



This issue may occur if the Microsoft Volume Shadow Copy Service hangs when Backup Exec attempts to make a snapshot using the Microsoft Volume Shadow Copy Service API.

 


Solution



When this issue occurs, the VSSVC.exe snapshot creation thread stalls in kernel mode.

To clear this state, the remote computer must be restarted. Microsoft Volume Shadow Copy Service is unable to take a snapshot until the computer is restarted.

Restart the remote computer which needs to be backed up. Then rerun the backup job.

 




Article URL http://www.symantec.com/docs/TECH216989


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