After upgrading to the PureDisk 6.6 client (or the PDDO agent) on a Windows 32-bit platform, a Windows Stop Error (0x0000007b) occurs after the first reboot. This issue affects Windows 32-bit platforms only. No 64-bit platforms are affected.

Article:TECH75353  |  Created: 2009-01-16  |  Updated: 2009-01-16  |  Article URL http://www.symantec.com/docs/TECH75353
Article Type
Technical Solution

Environment

Issue



After upgrading to the PureDisk 6.6 client (or the PDDO agent) on a Windows 32-bit platform, a Windows Stop Error (0x0000007b) occurs after the first reboot. This issue affects Windows 32-bit platforms only. No 64-bit platforms are affected.

Solution



Overview:
After upgrading to the PureDisk 6.6 client (or the PDDO agent) on a Windows 32-bit platform, a Windows Stop Error (0x0000007b) occurs after the first reboot.  This issue affects Windows 32-bit platforms only (Windows XP, 2003 and 2008).  No 64-bit platforms are affected.  This issue does not occur if 6.6 is installed as the base install and not upgraded from a previous version.  This issue affects the PureDisk backup agent and PDDO (PureDisk Deduplication Option).  

Windows 2000 is not affected by this issue. However, Windows 2000 users should refer to the technote in the Related Documents section (below) for information regarding a similar install issue.

 

The blue screen can be prevented with steps listed in the workaround section below.  If this error is exhibited, it will be necessary to take steps to allow the machine to boot again.  Please see the workaround section for instructions.  If the system is set to reboot on error, the machine may reboot repeatedly.


What is affected:
NetBackup PureDisk 6.6 client and PDDO is affected by this issue on the following platforms:
  • Windows XP (32-bit) (Backup Agent, PDDO not supported)
  • Windows 2003 (32-bit) (Backup Agent and PDDO)
  • Windows 2008 (32-bit) (Backup Agent and PDDO)
How to determine if affected:
A Blue Screen on reboot has been observed if BOTH of the following conditions are met.
  • A PureDisk Remote Office or PDDO Agent/Client is upgraded to version 6.6 on a supported Windows XP, 2003 or 2008 32-bit platform
  • The machine is later rebooted

Note: If no prior versions of PureDisk exist on the machine prior to install, this issue will not occur.  The problem described in this document only affects upgrade installs.

Workaround:
There are two seperate workarounds available:

Workaround A (if the blue screen has already been encountered):

1. Reboot the system.  When the system reboots, hit F8 to enter the Windows Advanced Options Menu
2. Highlight Last Known Good Configuration and press Enter
3. After the system boots successfully, note the Agent ID, Agent Name, Location, and Department that has been used previously for this agent.  This information can be retrieved from the SPA, to which the agent was registered earlier
4. Uninstall PureDisk using Add or Remove Programs and reinstall PureDisk 6.6 again
5. Login to the SPA and confirm that the affected Agent is already deactivated. If not, please deactivate it manually
6. While registering the PureDisk Agent, use precisely the same Agent ID, Agent Name, Location, and Department that has been used previously for this agent (obtained in step 3).
7. Upon successful registration, login to the SPA and activate the Agent

"Last Known Good Configuration" restores the most recent configuration settings that Windows has written.  If the "Last Known Good Configuration" option is not preferred or does not resolve the issue, please contact Symantec Technical Support immediately for further instructions.


Workaround B (preventative): :
Execute the following command prior to any reboots after upgrading to 6.6:
msiexec.exe /i  {67752EFD-140E-4F5E-8666-B6291DA0858F} REMOVE=VSP_32 /qb!

Make sure this command finishes before rebooting.  After the command is successfully run once, the blue screen noted above will not occur.


Formal Resolution:
Symantec has acknowledged that the above mentioned issue (Etrack 1855576) is present in the current version(s) of the product(s) mentioned at the end of this article.  Symantec is actively investigating this and working towards a formal fix for this issue which will be included in a PureDisk 6.6.0.1 hotfix, available in the Related Documents section, below.

When applying the 6.6.0.1 hotfix to address this issue, always ensure that agent update workflows are complete before an agent is next rebooted.  


Best Practices:
Symantec strongly recommends the following best practices:
1. Always perform a full backup prior to and after any changes to your environment
2. Always make sure that your environment is running the latest version and patch level
3. Perform periodic "test" restores
4. Subscribe to technical articles / alerts


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Supplemental Materials

SourceETrack
Value1855576
Description[SE] Upgrading win2003-GA from 651 to 66 gives blue-screen at reboot.


Legacy ID



334818


Article URL http://www.symantec.com/docs/TECH75353


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