BUG REPORT: NetBackup 6.5 backup of Windows client fails with status code 13 (file read failed) reported upon encountering a filename containing certain Unicode characters

Article:TECH58424  |  Created: 2008-01-13  |  Updated: 2010-09-07  |  Article URL http://www.symantec.com/docs/TECH58424
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Article Type
Technical Solution


Environment

Issue



BUG REPORT: NetBackup 6.5 backup of Windows client fails with status code 13 (file read failed) reported upon encountering a filename containing certain Unicode characters


Solution



Bug: 1195989

Detail/Symptoms:
This situation is seen when a filename containing unrecognized Unicode characters (specifically, "surrogate" characters whose values lie in the range of 0xD800-0xDFFF) is encountered during a client backup.  This issue affects NetBackup 6.5 and 6.5.1 clients - previous versions of the NetBackup client do not see this error.

The following symptoms are seen when NetBackup attempts to backup a file with unrecognized Unicode characters in the filename:

A Popup Window on the NetBackup client shows the following:

 

Microsoft Visual C++ Runtime Library
Runtime Error!
Program: C:\Program Files\VERITAS\NetBackup\bin\bpbkar32.exe
This application has requested the Runtime to terminate in an unusual way.
Please contact the application's support team for information.

Similarly, the Windows Application Event log shows:
Event Type: Information
Event Source: Application Popup
Event Category: None
Event ID: <id>
Date: <date>
Time: <time>
User: N/A
Computer: <hostname>
Description:
Application popup: Microsoft Visual C++ Runtime Library : Runtime Error!
Program: C:\Program Files\Veritas\NetBackup\bin\bpbkar32.exe
This application has requested the Runtime to terminate it in an unusual way. Please contact the application's support team for more information.

The master server's Activity Monitor shows entries similar to the following in the job details:
<date> <time> - Error bpbrm(pid=xxxx) socket read failed, An existing connection was forcibly closed by the remote host.  (10054)
<date> <time> - Error bptm(pid=xxxx) unable to perform read from client socket, connection may have been broken
<date> <time> - Error bpbrm(pid=yyyy) could not send server status message      
<date> <time> - end writing; write time: 05:22:24
file read failed(13)

Log Files:
With VERBOSE set to 5, the bpbkar log on the client will shows a directory/filename has been encountered with unreadable characters in the filename.  An example is:

<time>: [PID.THREAD] <2> tar_backup_tfi::backup_startfile_state: TAR - Backup: <drive_letter>:\path\to\\home\directory\files\file_name?Ç?????????

The characters may be different, but the effect will be the same.  Immediately after encountering this file, the client bpbkar logs a series of the following entries:

<time>: [PID.THREAD] <4> bpio::read_string: INF - read non-blocking message of length 1
<time>: [PID.THREAD] <4> tar_backup::readServerMessage: INF - keepalive message received
<time>: [PID.THREAD] <4> tar_base::keepaliveThread: INF - sending keepalive
<time>: [PID.THREAD] <4> bpio::read_string: INF - read non-blocking message of length 1
<time>: [PID.THREAD] <4> tar_backup::readServerMessage: INF - keepalive message received
<time>: [PID.THREAD] <4> tar_base::keepaliveThread: INF - sending keepalive

Workaround:
Any of the following steps can be taken as a workaround:
 
  • Remove the file in question.
  • Rename the file in question to contain standard characters.
  • Exclude the file or directory in question using NetBackup client-side exclude lists.
Note:  As there may be more than one file with this type of character in its filename, the workaround applied may need to be repeated before the issue is resolved.

Alternatively, the 6.5 client can be uninstalled and a 6.0 client reinstalled in its place.  (Any maintenance packs for 6.0 may also be applied at that time.)

ETA of Fix:
The formal resolution to this issue (ETrack 1195989) is included in the following patch release:
 
  • NetBackup 6.5.2
This release is available at the Support web site at:
 http://www.symantec.com/enterprise/support/overview.jsp?pid=15143

 

Supplemental Materials

Value13
Description

file read failed


Value1195989
Description

Get a popup error when backing up a specific file under 6.5.1


Legacy ID



301175


Article URL http://www.symantec.com/docs/TECH58424


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