The Backup Exec Job Engine service crashes intermittently while performing Volume Shadow Copy (VSS) based backup of SQL instance along with other resources on the SQL server.

Article:TECH73720  |  Created: 2009-01-20  |  Updated: 2012-07-23  |  Article URL http://www.symantec.com/docs/TECH73720
Article Type
Technical Solution


Issue



The Backup Exec Job Engine service crashes  intermittently while performing Volume Shadow Copy (VSS) based backup of SQL instance along with other resources on the SQL server.


Error




Application Log Error:


Backup Exec 2010 R1

Log Name:      Application
Source:        Application Error
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
Description:
Faulting module bengine.exe, version 13.0.2896.123, time stamp 0x4c210a7c, exception code 0xc0000005, fault offset 0x0000000000488a33, process id 0x1104, application start time 0x01cb3909d5b42b23. 3.


Backup Exec 2010 R2

Log Name:   Application
Source:    Application Error
Event ID:   1000
Level:     Error
Keywords:   Classic
Description:
Faulting application name: bengine.exe, version: 13.0.4164.115, time stamp: 0x4d6fff9d
Faulting module name: bengine.exe, version: 13.0.4164.115, time stamp: 0x4d6fff9d
Exception code: 0xc0000005
Fault offset: 0x00303be1
Faulting process id: 0x149c
Faulting application start time: 0x01cc0c3c218894a5


Backup Exec 2010 R3


Log Name:      Application
Source:        Application Error
Event ID:      1000
Task Category: Application Crashing Events
Level:         Error
Keywords:      Classic
Description:
Faulting application name: bengine.exe, version: 13.0.5204.0, time stamp: 0x4d9745b2
Faulting module name: bengine.exe, version: 13.0.5204.0, time stamp: 0x4d9745b2
Exception code: 0xc0000005
Fault offset: 0x003107c1
Faulting process id: 0x7e0
Faulting application start time: 0x01cc155e9aa5c254
 

Backup Exec 2012

Log Name:      Application
Source:        Application Error
Event ID:      1000
Level:         Error
Keywords:      Classic

Description:
Faulting application name: bengine.exe, version: 14.0.1798.0, time stamp: 0x4f20786d
Faulting module name: bengine.exe, version: 14.0.1798.0, time stamp: 0x4f20786d
Exception code: 0xc0000005
Fault offset: 0x00000000004b7c53
Faulting process id: 0xa4c
Faulting application start time: 0x01ccf33ffbe8a4de
 

 

 The crash dump created at the time of the service crash shows the following error:

------------------------------------------------------------------------------------------------------------------------------------------------------------

FOLLOWUP_IP:
bengine!NDMPSnapshotWrapper::ProcessSnapshotPrepare2+3cf
005828af 8b4500 mov eax,dword ptr [ebp]

SYMBOL_STACK_INDEX: 0

SYMBOL_NAME: bengine!NDMPSnapshotWrapper::ProcessSnapshotPrepare2+3cf

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: bengine

IMAGE_NAME: bengine.exe

DEBUG_FLR_IMAGE_TIMESTAMP: 49df80fa

STACK_COMMAND: ~18s; .ecxr ; kb

FAILURE_BUCKET_ID: INVALID_POINTER_READ_c0000005_bengine.exe!
NDMPSnapshotWrapper::ProcessSnapshotPrepare2

BUCKET_ID: APPLICATION_FAULT_INVALID_POINTER_READ_bengine!
NDMPSnapshotWrapper::ProcessSnapshotPrepare2+3cf





 


Cause



The Backup Exec Job Engine service may crash  if the backup job has been configured in the following manner:

1. The backup job has multiple resources selected on the SQL server along with the SQL databases.
2. The Advanced Open File Option (AOFO) option is enabled on the backup job.
3. The option "Process Logical Volumes one at a time" is NOT enabled under the AOFO option.

Note: For a Windows 2008 running SQL, the above mentioned behavior can occur even when the AOFO option is not selected.


The Backup Exec Job Engine is observed to stop when the SQL resources are being snapped using VSS.  
If the SQL Database resource is removed from this backup job and selected in a backup job by itself then there no crash observed in the Backup Exec Job Engine service. 
 


Solution



This issue is fixed in Backup Exec 2012 with Service Pack 1a (TECH186717)
This issue is fixed in Backup Exec 2010 R3 with Hotfix 191248 (TECH191248)
 
 
Workaround:
1. Edit the backup job, select the "Process Logical Volumes one at a time" option under the AOFO tab in the Backup Job Properties. Run the backup job and verify the results.

OR

2. Uncheck the SQL instance resource from the backup selection and run a separate backup job for the SQL instance by itself without AOFO.

NOTE: For Windows 2008 servers, resources like C:\, D:\ will by default use VSS even when the AOFO option is NOT selected in the Backup job.

 


Supplemental Materials

SourceETrack
Value1808981
Description

SQL:BE JobEngine service crashes when backing up SQL resources with selection list containing other servers and VSS enabled


SourceETrack
Value2408508
Description

BENGINE crashes in faulting module BENGINE during backups.


SourceETrack
Value2685517
Description

Bengine crashes at start of backup of upgraded jobs



Legacy ID



330053


Article URL http://www.symantec.com/docs/TECH73720


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