Troubleshooting tips and tricks for the Restore Anyware Option (RAO)

Article:TECH55822  |  Created: 2010-01-25  |  Updated: 2013-10-26  |  Article URL http://www.symantec.com/docs/TECH55822
Article Type
Technical Solution

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Subject

Issue



Troubleshooting tips and tricks for the Restore Anyware Option (RAO)


Solution



This document is designed to help troubleshoot Restore Anyware issues.  Below are possible issues and solutions.


The Restore Anyware Option (RAO) is a feature included in Backup Exec System Recovery which allows restoring an image to new hardware for disaster recovery or hardware replacement purposes. The Restore Anyware is not a Deployment Solution and cannot be used as such because the SID is not changed.

Restore Anyware initiates Plug and Play to detect new drivers for different hardware.  The product is designed to allow the Operating System to start even when restored to different hardware in a disaster scenario.  Restore Anyware will replace essentials including the Hardware Abstraction Layer (HAL), kernel, and mass storage driver which are required to boot.  After the system restarts, it is the customer's responsibility to load additional drivers such as video, sound and network if needed.    

Understanding how Restore Anyware works

When the Windows Pre-installation Environment first boots, there is no registry.  During the boot process it has to find all the devices and put them in the registry.

Backup Exec System Recovery then finds the class GUIDs from the recovery point and compares information in PE and the recovery point.  Backup Exec System Recovery replaces the kernel and HAL.  Later the controller driver is added.

System stops responding before any Windows prompts appear

Or a message is displayed saying there is an issue with the HAL.DLL.

Check the version of the HAL.DLL.  It is most likely incorrect.  If a system is already restored, you can still check the version in the recovery point.  Use the Recovery Point Browser and restore the System32\HAL.DLL to a different location.  Right click and choose Properties.  Click on version, and then look for Internal Name. There are five main types of HALs.

MACPI - Hyperthreading and multi processors
AACPI - Single processor
ACPI - Single processor
MPS - Multi processor that is
APIC - This is a single processor HAL which is used on older systems.

If the recovery point is taken from a system with a single processor, expect the recovery point to have an AACPI, ACPI, or APIC HAL.  The HAL can be checked on the restored machine by copying the new HAL, and checking the properties.  If the new machine has multiple processors, expect the HAL to be changed by Restore Anyware.  If the HAL needs to be replaced, this can be accomplished from a command prompt.

In most scenarios, a multi processor will still run even if a single processor HAL is used, although it may not run at full capacity.

The HAL may not be replaced correctly if the CAB files from the original system are missing.


During the boot up, the system bluescreens

There are several potential causes for a blue screen error after a Restore Anyware recovery.  The most probable cause is an incorrect, or conflicting mass storage controller driver.

Restore Anyware has a special database that contains mass storage controller drivers.  A driver can be checked to see if it is present by checking this directory, which is located on the CD under the \DDB directory.

If Restore Anyware detects a mass storage controller such as a SCSI controller on the new system that it does not contain a driver for, it will prompt to have the driver added.  DO NOT ignore this prompt.  If the driver is not added, a bluescreen error will occur later in the process.  The only time the "ignore" option will not produce a bluescreen is if there are multiple mass storage controllers in the system and the driver it is prompting for is not the controller being used for the boot partition.  For example, if a system has a SCSI card which contains the boot volume (C:\) and a Fiber channel card that connects to a SAN for storage, and the Restore Anyware prompt is asking for a driver for the Fiber card, then the option can be skipped and the customer can load the Fiber drivers once in Windows.

If an original volume was under 128gb, and was taken from Windows 2000 or XP and then restored to a new drive containing existing partitions over 128gb, or resizing during the restore, the restored system will not boot.  To work around this, simply delete the existing volumes before restoring, and don't resize during the restore.

If a machine is bluescreening during the restore, a -PFD switch could be used from a command prompt.  This switch will force it to prompt for all mass storage controller devices.  This switch can also be enabled by holding down the CTRL key while selecting the Restore Anyware option (the -DED and -PFD can be used simultaneously by pressing SHIFT and CTRL when checking the Restore Anyware box).This is useful, if a driver is found which appears to be compatible, but turns out not to be because of a firmware upgrade, etc.

During the boot up, the Plug and Play hangs

If Plug and Play hangs a new restore with a -DED switch from the command prompt may be tried.  The switch can also be enabled by holding down the SHIFT key while selecting the Restore Anyware option (the -DED and -PFD can be used simultaneously by pressing SHIFT and CTRL when checking the Restore Anyware box).  Before restoring again, be certain that it really is hung.  Sometimes plug and play screens can take over 15 minutes before it moves to the next one.

Some HP systems may hang if the controller driver is not up to date.  

System is in a boot loop during the mini setup

Certain drivers can cause the mini setup to loop.  Pay attention to any repeat prompts, or when/where the reboot occurs, bluescreens, etc.  

If the system continuously prompts for the CPQARRAY.SYS driver, this is caused by an issue with a Compaq/HP CPQTEAM driver.  The workaround requires modifying the registry.  

If the system continuously reboots around the network configuration portion, it may be a problem with a terminal services/telephony driver.

Receiving a prompt for a Windows hot fix or patch

It is very important that any Windows hot fixes or patches are applied if prompted.  Ignoring these could result in an unsuccessful boot.

Unable to type during the Plug and Play

There is a known issue with some USB keyboards.  Sometimes a prompt for a driver appears before the USB driver is loaded, and a USB keyboard or mouse is not loaded.  The customer is not able to enter information.  The only workaround is to reboot with a standard keyboard or mouse connected.  

Dual Boot Systems

Dual boot systems are not supported by Symantec.  However, boot strapped systems will usually work successfully.  If there is a problem with a boot strapped OS it can usually be addressed by manually editing the BOOT.INI

Non Default Drive Letters

Images restored that were from a system with non-default drive letters may fail to boot after the restore is complete.  For example, a CITRIX server may have drives M:, N:, O:, and the volumes will be restored as C:, D:, E: and the server may not be bootable.  As a workaround, DISKPART may be utilized after the restore to change the drive letters but this does not always work. Unfortunately, this type of configuration has not been tested and is not officially supported at this time.

USB Drive recognized as C drive in SRE.

It is also observed sometimes that the Removable USB drive where Recovery Points(v2i) are saved is recognized as C drive in Symantec Recovery Environment (SRE).In such cases,assign proper drive letter to USB drive using DISKPART before attempting restore. Refer below KB Article for more information on DISKPART Commands.

 http://support.microsoft.com/kb/300415


During the boot up, after a Restore Anyware Restore, the screen goes black

This is a rare occasion, but may occur with certain video cards.  If this is experienced, there are two options.  Reboot and hit F8 and boot with standard VGA or reboot the machine and boot back to the Recovery Disk.  The other option is to edit the BOOT.INI and add the switch /BaseVideo.

VMWare restore boot issues

A recovery point of VMWare with a SCSI device may not boot successfully when restored to a physical or virtual machine.

Licensing Issues after Restore

If the recovery point was taken from a machine with a site license or an individual Windows license, generally there is not an issue.  If it was taken from a machine with an OEM license, there may be a licensing issue on boot up. Backup Exec System Recovery and the Restore Anyware Option cannot bypass licensing due to legal issues with the Microsoft and the OEM vendors. Contact vendor or Microsoft for further assistance if issue arises.

 

 



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294524


Article URL http://www.symantec.com/docs/TECH55822


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