"Error ED800012 The Internal Structure of the image file is invalid damaged or unsupported" occurs when attempting to create or restore a recovery point

Article:TECH54676  |  Created: 2010-01-07  |  Updated: 2014-08-06  |  Article URL http://www.symantec.com/docs/TECH54676
Article Type
Technical Solution


Issue



"Error ED800012 The Internal Structure of the image file is invalid damaged or unsupported" occurs when attempting to create or restore a recovery point with Symantec System Recovery or Backup Exec System Recovery.


Error



"Error ED800012 The Internal Structure of the image file is invalid damaged or unsupported"


Solution



  1. If BESR 8.0 is installed, Live Update to 8.03 or later.
  2. If using BESR 8.5 or later, reference the following tech note. There are 4 .reg files attached in this article: As you troubleshoot this error, use the files one at a time, retesting the process before using the next file. The last file 'defaulperformance.reg' will reset the settings back to default. www.symantec.com/docs/TECH62609(note: in many cases, the first file typically resolves the issue).
  3. If the backup image is being saved to a volume formatted with FAT32 file system, perform the following steps:
    Error EBAB0013: A test that safeguards the integrity of the program failed unexpectedly. CHECK failed. Can::GetSafeFreamFileOffset.
    www.symantec.com/docs/TECH58097 
  4. If the above solutions do not resolve the issue, it is recommended that you contact Symantec technical support for additional assistance.


Other workarounds:
1. If the source volume is still available, create a new recovery point to a local drive, and change the compression level to none.

2. If running BESR 8.0, use regedit and browse to the HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Backup Exec System Recovery\8.0 folder. Under the subfolder 8.0, create an SME sub folder. In this SME folder, add a "DWORD" value with the name v2i overlapped io, and set the hex value to 00000000.

3. In some cases, updating the network interface card driver within windows on the client system has corrected this issue.

Troubleshooting tests for current versions :

1.       Create a base image to a network location from a client exhibiting the error only when backing up to a network storage location and not when backing up locally, disable the 'verify after the creation option.

2.       After the base image is created to that network location, open an run a verify command using the Recovery Point Browser located on the client system; further information on the use of the recovery point browser (RPB) can be found in the related documents section below.

3.       If the test verify fails from within the RPB, with the same error message, copy the recovery point image from the network location to a local drive on the client system and run the verification test again if the verify completes successfully this time contact Symantec Technical support with your results.


NOTE: If the create image process or the image verify fails over the network connection, but succeeds when copied locally the recovery point image, it is can be restored locally. To improve network performance, see the hyperlink below to Registry files that can be used to improve slow\unreliable network performance...

NOTE: It is highly recommended by Symantec that the tick mark is left in the backup job option to verify recovery point after creation. Additionally, using the advanced option to ignore bad sectors during copy may increase your risk for capturing bad data. Both are safeguards to ensure a valid image file and should be used mainly for troubleshooting. If de-selecting either of these allows the image create to complete successfully, it could indicate that there is indeed an integrity issues with the source volume(s). If the error occurs during an image restore and error checking was disabled during the create process, the image file may be corrupted. If an existing image file will not restore, attempt to recompile the image file using the Recovery Point Browser.
  
 

 


Supplemental Materials

Value1092490
Description

Open spanned image fails with ED800012 - Internal structure failure


Value933505
Description

ET2 - Error message appears when restoring recovery point after booting with SRD


ValueV-281-3456-18
Description

Error ED800012: The internal structure of the image file is invalid, damaged or unsupported



Legacy ID



292972


Article URL http://www.symantec.com/docs/TECH54676


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