How to troubleshoot the error message: "The connection to target system has been lost. Backup set cancelled"

Article:TECH71227  |  Created: 2009-01-04  |  Updated: 2014-02-26  |  Article URL http://www.symantec.com/docs/TECH71227
Article Type
Technical Solution


Subject

Issue



The connection to the target system has been lost and/or the Backup Exec Remote Agent for Windows Servers (RAWS) terminates during a backup or restore job.


Error



V-79-57344-65072 The connection to target system has been lost. Backup set canceled.

When troubleshooting this error on a Windows Machine, first check the System and Application Event Viewer Log on the machine the job failed on for any entries similar to the following:

Source: Service Control Manager
Event ID: 7031
Description: The Backup Exec Remote Agent for Windows Servers service terminated unexpectedly. It has done this x time(s). The following corrective action will be taken in 0 milliseconds: No action
Note: "x" may be of value 1, 2, or 3, etc.


Cause



The event above indicates a process, outdated device driver, or mismatched version of the Remote Agent between the media server and remote machine is causing the Remote Agent to crash during the backup or restore.


Solution



To troubleshoot why this issue may be occurring and to potentially resolve it, perform the following steps:
 
  1. After all the latest patches for Backup Exec have been applied to the media server, make sure the version of the Remote Agent(s) on the remote machine(s) is at the exact same version the Remote Agent is on the media server and the Backup Exec Remote Agent Service is started. For more information on this, review the following documents:
    • How to manually run LiveUpdate in Backup Exec 11d and above to verify what hotfixes or service packs have already been installed or what updates are available for installation  http://www.symantec.com/docs/TECH50132
    • How to check the version or status of the Remote Agent for Windows Servers (RAWS) on remote servers from the Backup Exec Graphical User Interface (GUI)  http://www.symantec.com/docs/TECH15524
  2. Verify no other application is either using or blocking TCP Port 10000 on the media server or remote machine(s).
  3. Make sure the DCOM Permissions are configured per the following:
    • Backup Exec Remote Agent for Windows Servers (RAWS) terminates while backing up any resource on a remote server: with error "The connection to target system has been lost." if DCOM Permissions are not configured properly  http://www.symantec.com/docs/TECH65785
  4. Confirm the Network Card Drivers are at the latest version on both the media server and each remote machine being backed up. Make sure also the drivers/firmware are up to date on all of each machine's hardware (i.e.: SCSI/Raid Controller, Host Bus Adapter, Motherboard, etc...).
  5. Run a disk defragment operation and the Windows Error Checking Utility (CHKDSK /F).
  6. Review what is installed in the Control Panel, Add/Remove Programs Applet. No other backup or open file technology applications (i.e.: Legato, ArcServe, NetBackup, St. Bernards Open Transaction Manager, etc...) should be installed on the machine, even if these applications are disabled and not being currently used.
  7. If a database application is being backed up when the Remote Agent's Connection is terminated, make sure the application (i.e.: Exchange, Lotus Domino, Oracle, SharePoint, or SQL) is not running a native backup (i.e.: SQL Dump or Exchange Backup with NT Backup) or any other type of maintenance. Make sure also the anti-virus scanner software is not improperly scanning the file system at any time or attempting to run a scan or update at the same time the backup is running. Review the following documents for more information:
  8. Make sure the media server and each remote machine has enough physical RAM (Random Access Memory) available to accommodate all the applications running. A backup is a very I/O Intensive Operation on a system, even if the machine is just a member server or workstation in a domain and has no other applications installed on it. Installing the Advanced Open File Option (AOFO), anti-virus scanning software, transactional database applications, and/or promoting a server to a domain controller all require more memory for all the applications to function properly, in addition to the backup software (i.e.: media server or Remote Agents). A restore operation is also more I/O Intensive than a backup, because of the need to both read and write the data, verses just writing the data to a media during a backup. Confirm also the memory is not mis-matched (i.e.: different makes/model) and is what the server hardware manufacturer recommends/supports.
  9. Confirm disk compression is not enabled on the hard disks:
  10. Confirm the Windows Automatic Updates are not set to automatically download or install patches at a time when a backup could possibly be running.
  11. Run test backups of each resource (C$, System State, Shadow Copy Components, Databases, etc...) individually using a new Selection List to determine what is being backed up when the Remote Agent terminates. If the Advanced Open File Option (AOFO) is installed and the option is selected during a backup, deselect this option for testing purposes to determine if the backups complete successfully when AOFO is not selected.
  12. When backing up to tape hardware, make sure that the Preferred Configuration is set to the default and that none of the modes are selected unless the tape hardware is attached to fibre. For more information on this, review the following document:
  13. Lower the priority of the Remote Agent per what shows in the following:
  14. If the connection is terminated during a restore, confirm the target machine has enough free disk space available. Some restore operations require there be 1.5 to 2 times the amount of free disk space to be available than what the amount of data being restored is. The more current versions of database applications also will write some type of useful diagnostic error or warning to the Application Event Viewer Log, so review it too.

    Please note: If the Backup Exec Remote Agent Service does not terminate during a backup or restore, but the "connection to the target system has been lost" error still occurs, the issue is most likely occurring because of the network connectivity equipment or configuration (misconfigured DNS, Security Credentials, etc...) between the media server and remote machine(s). Review the following Microsoft Knowledge Base Article and Symantec Knowledge Base Article below and in the Related Documents Section for more information on how to resolve the network connectivity and security issues:

    Advanced network adapter troubleshooting for Windows workstations  http://support.microsoft.com/kb/325487

    e00084f8 - The network connection to the Backup Exec Remote Agent has been lost - Check for network errors - refer to link V-79-57344-34040  http://www.symantec.com/docs/TECH153800

    "Access denied" and "access is denied" messages in Backup Exec for Windows Servers and how to troubleshoot the errors  http://www.symantec.com/docs/TECH30739
  15. If using IPv6 to back up a remote computer, then the backup may fail. This is a known limitation. For more information, see http://www.symantec.com/docs/TECH169685.

Supplemental Materials

SourceEvent ID
Value7031
Description

The Backup Exec Remote Agent for Windows Servers service terminated unexpectedly. It has done this x time(s). The following corrective action will be taken in 0 milliseconds: No action

 


SourceError Code
ValueE000FE30
Description

Connection to the target system has been lost


SourceUMI
ValueV-79-57344-65072
Description

The connection to target system has been lost.



Legacy ID



326305


Article URL http://www.symantec.com/docs/TECH71227


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