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the backup exec remote agent for windows systems service terminated unexpectedly

Created: 01 Nov 2013 | 17 comments

Dear Support,

My backup exec 2012 server is new install, and I have used it around 1 month.

I have upgraded the exchange 2003 server agent from 2010. My Agent version is 14.0 Rev. 1798.1244 and my server version is 14.0 Rev. 1798 (64-bit) running on windows 2008 R2. I use the backup exec 2012 to backup exchange 2003 Microsoft Information Store.

The agent crashed once a week with below message:

runtime.png

I have to reinstall the agent then it can resume normal, but after a few days, it will crash again with same issue. (It happended 3 times already)

While the agent crashed during the backup start, server will hold the job and unable to cancel. I have to reboot the server. But After reboot the server, the current tape will became "Not appendable (End marker unreadable)".

I believed that the issue come from the agent, how to resolve this issue?

Thanks!

Karl

Operating Systems:

Comments 17 CommentsJump to latest comment

CraigV's picture

Hi,

Have you made sure that BE 2012 SP2 is installed on the media server along with any subsequent patches, and have these patches been push-installed to any remote servers?

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

karllee's picture

Hi CraigV,

Thanks for your help, I just have installed "BE1798.1244RSP2_x64bit" patch. Since my media server do not have internet connection, could you please kindly tell me what further patches I need? And Can I download it for offline installation?

And This server is standalong server do not work with other server so no push-installtion have been ran.

Thanks!

CraigV's picture

OK that's perfect then...the other fixes you need are:

http://www.symantec.com/business/support/index?page=content&id=TECH201596&key=15047&basecat=DOWNLOADS&actp=LIST (DDI)

http://www.symantec.com/business/support/index?page=content&id=TECH209149&key=15047&basecat=DOWNLOADS&actp=LIST

If you have an antivirus on that server, have you made sure it isn't perhaps actively scanning the BE services? If it is, put in an exclusion for them.

THanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

karllee's picture

Hi CraigV,

Thank you for your information, I have installed that 2 patches accordingly.

I have end-point antivirus installed on the target server. I have excluded vxmon.exe from the setting. Is it enough?

app_exception.JPG

Thanks!

Karl

CraigV's picture

Hi Karl,

vxmon.exs is a monitoring tool used to pull errors etc. You actually need to exclude beremote.exe, which is the RAWS service.

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

karllee's picture

Hi CraigV,

Thank you very much. I have excluded beremote.exe from my end-point.

Let me monitor it for 1 week then reports the issue or mark the solution as resolved.

Thanks!

Karl

karllee's picture

Hi CraigV,

Today server agent crashed again with same issue:

01.JPG

02.JPG

What else I can do?

Thanks!

Karl

CraigV's picture

Hi Karl,

Open up BEutility.exe and run a repair of the BEDB. Once done, make sure the services are started up correctly, and try your backup again.
 

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

karllee's picture

Hi CraigV,

Thanks again, I have ran the repair success:

Starting database repair.
Stopping Services
Stopping services for server:BACKUP-SERVER.
Server:BACKUP-SERVER, Service:BackupExecAgentBrowser stopped successfully or was not running.
Server:BACKUP-SERVER, Service:BackupExecJobEngine stopped successfully or was not running.
Server:BACKUP-SERVER, Service:BackupExecManagementService stopped successfully or was not running.
Server:BACKUP-SERVER, Service:BackupExecRPCService stopped successfully or was not running.
Server:BACKUP-SERVER, Service:BackupExecDeviceMediaService stopped successfully or was not running.
Stopping services for server BACKUP-SERVER completed.
Performing repair for BEDB database.
Starting Services
Starting services for server:BACKUP-SERVER.
Server:BACKUP-SERVER, Service:BackupExecDeviceMediaService started successfully.
Server:BACKUP-SERVER, Service:BackupExecRPCService started successfully.
Server:BACKUP-SERVER, Service:BackupExecManagementService started successfully.
Server:BACKUP-SERVER, Service:BackupExecJobEngine started successfully.
Server:BACKUP-SERVER, Service:BackupExecAgentBrowser started successfully.
Starting services for server BACKUP-SERVER completed.
Database repair for server BACKUP-SERVER completed.

Then I have to monitor another week for its result. Please kindly tell me the procedure if any log can help  to find out the issue.

Thanks!

CraigV's picture

...not too sure on that. If it still doesn't work I would suggest logging a call with Symantec to take this further.

THanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

karllee's picture

Hi CraigV,

Finally, it crashed again today. I would make a call with cs. Thanks anyway!

Karl

karllee's picture

Hello there,

Here update my status:

I have called cs of symantec, an engineer named Saurabh helps to action below steps on 15 Nov 2013.

TROUBLESHOOTING STEPS:

1. checked the version of remote agent on remote server

2. found it of previous version.

3. found that backup exec 2012 have been upgraded from backup exec 2010

4.informed to update the remote agent on remote server

5. informed to delete the server which does not exist in the domain from the publishing tab of RAWS on remote server

6. restarted the RAWS service on the remote server

7. checked and found that publishing tab of RAWS on remote server publishing the correct media server name

8. created the backup job and run the job

9. it rans successfully

10. issue resolved

REFERENCE:

www.symantec.com/docs/tech61658

Resolution:

successfully updated the version of RAWS on remote server and it is publishing the correct media server name

But finally after a few days, the agent crashed again.

CraigV's picture

...I would suggest reopening the call as this is clearly not resolved.

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

karllee's picture

Yes, I have re-open the case, an engineer named kunta indicated that information store failing with the error:0x80004005 and refer my case to exchange team. Now another engineer named Kapil is helping me.

I make update here is for a summary on the step. One of the purpose is for engineer can knew what steps have did. It can helps to save their time to understand the case.

Here is my installed patch information:

 patch.png

Below is my server installed patch:

KB911829 Update for Exchange Server 2003 (KB911829)
KB923561 Security Update for Windows Server 2003 (KB923561)
KB924667-v2 Security Update for Windows Server 2003 (KB924667-v2)
KB925398_WMP64 Security Update for Windows Media Player 6.4 (KB925398)
KB925398_WMP64  
KB925902-v2 Security Update for Windows Server 2003 (KB925902-v2)
KB926122 Security Update for Windows Server 2003 (KB926122)
KB927891 Update for Windows Server 2003 (KB927891)
KB929123 Security Update for Windows Server 2003 (KB929123)
KB930178 Security Update for Windows Server 2003 (KB930178)
KB932168 Security Update for Windows Server 2003 (KB932168)
KB933729 Security Update for Windows Server 2003 (KB933729)
KB933854 Security Update for Windows Server 2003 (KB933854)
KB933854 Security Update for Windows Server 2003 (KB933854)
KB935839 Security Update for Windows Server 2003 (KB935839)
KB936357 Update for Windows Server 2003 (KB936357)
KB936782 Security Update for Windows Server 2003 (KB936782)
KB938127 Security Update for Windows Server 2003 (KB938127)
KB938464-v2 Security Update for Windows Server 2003 (KB938464-v2)
KB941569 Security Update for Windows Server 2003 (KB941569)
KB942830 Security Update for Windows Server 2003 (KB942830)
KB942831 Security Update for Windows Server 2003 (KB942831)
KB943055 Security Update for Windows Server 2003 (KB943055)
KB943460 Security Update for Windows Server 2003 (KB943460)
KB943485 Security Update for Windows Server 2003 (KB943485)
KB943545 Hotfix for Windows Server 2003 (KB943545)
KB944338-v2 Security Update for Windows Server 2003 (KB944338-v2)
KB944653 Security Update for Windows Server 2003 (KB944653)
KB945553 Security Update for Windows Server 2003 (KB945553)
KB946026 Security Update for Windows Server 2003 (KB946026)
KB946102 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB946102)
KB946457 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB946457)
KB946573 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB946573)
KB947317 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB947317)
KB948233 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB948233)
KB948233v2 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB948233)
KB948496 Update for Windows Server 2003 (KB948496)
KB948646 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB948646)
KB949226 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB949226)
KB949777 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB949777)
KB950230 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB950230)
KB950760 Security Update for Windows Server 2003 (KB950760)
KB950762 Security Update for Windows Server 2003 (KB950762)
KB950974 Security Update for Windows Server 2003 (KB950974)
KB950986 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB950986)
KB951066 Security Update for Windows Server 2003 (KB951066)
KB951113 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB951113)
KB951698 Security Update for Windows Server 2003 (KB951698)
KB951748 Security Update for Windows Server 2003 (KB951748)
KB952004 Security Update for Windows Server 2003 (KB952004)
KB952069 Security Update for Windows Server 2003 (KB952069)
KB952324 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB952324)
KB952346 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB952346)
KB952883 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB952883)
KB952954 Security Update for Windows Server 2003 (KB952954)
KB954550-v5  
KB954550-v5 Hotfix for Windows XP (KB954550-v5)
KB954600 Security Update for Windows Server 2003 (KB954600)
KB955069 Security Update for Windows Server 2003 (KB955069)
KB955839 Update for Windows Server 2003 (KB955839)
KB956572 Security Update for Windows Server 2003 (KB956572)
KB956802 Security Update for Windows Server 2003 (KB956802)
KB956803 Security Update for Windows Server 2003 (KB956803)
KB956841 Security Update for Windows Server 2003 (KB956841)
KB957097 Security Update for Windows Server 2003 (KB957097)
KB958215 Security Update for Windows Server 2003 (KB958215)
KB958481 Hotfix for Microsoft .NET Framework 2.0 Service Pack 2 (KB958481)
KB958483 Hotfix for Microsoft .NET Framework 3.0 Service Pack 1 (KB958483)
KB958484 Hotfix for Microsoft .NET Framework 3.5 SP1 (KB958484)
KB958644 Security Update for Windows Server 2003 (KB958644)
KB958687 Security Update for Windows Server 2003 (KB958687)
KB958690 Security Update for Windows Server 2003 (KB958690)
KB959426 Security Update for Windows Server 2003 (KB959426)
KB960225 Security Update for Windows Server 2003 (KB960225)
KB960714 Security Update for Windows Server 2003 (KB960714)
KB960715 Security Update for Windows Server 2003 (KB960715)
KB960803 Security Update for Windows Server 2003 (KB960803)
KB961118 Hotfix for Windows Server 2003 (KB961118)
KB961373 Security Update for Windows Server 2003 (KB961373)
KB961501 Security Update for Windows Server 2003 (KB961501)
KB963027 Security Update for Windows Server 2003 (KB963027)
KB967715 Update for Windows Server 2003 (KB967715)
KB968537 Security Update for Windows Server 2003 (KB968537)
KB969897 Security Update for Windows Server 2003 (KB969897)
KB969898 Security Update for Windows Server 2003 (KB969898)
KB970238 Security Update for Windows Server 2003 (KB970238)
KB970483 Security Update for Windows Server 2003 (KB970483)
Q954430 Security update for MSXML4 SP2 (KB954430)
R2-In-band  
R2-New-files  
Wdf01005  
WIC  
karllee's picture

Some update here:

1. I have try to capture the SGMon logs according to the support, there is no issue found.

2. There is only a cancel log in media server, since the agent crashed the media server will just keep waiting until timeout. (The cancel log happend because I cancel the job and restart it)

3. There is no error on the event log of exchange 2003 server.

4. I have updated SP3 and reboot both exchange server and backup exec media server.

5. BERemote service will stopped after agent crashed.

Below is my agent environment:

Exchange server: exchange 2003 with SP2 (Version: 6.5.7638.1)

Windows server: Windows 2003R2 Enterprise Edition with SP2

There are two network interface, 1 is for office network; another one is for backup network (communicate with backup exec media server)

Backup exec 2012 Media server environment:

Windows 2008R2 Standard with SP1

No Internet connection, no DNS, communicated with exchange server by IP only.

AOFO:

AOFO.PNG

GRT:

GRT.PNG

pkh's picture

If you disable the NIC for the office network, will the backup complete successfully?

karllee's picture

Dear pkh,

I can't try it since my exchange running 24 hours.

Regards,

Karl