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Remote Agent error when restoring

Created: 24 Jan 2011 | 29 comments

Hi,

We are currently using a Trial version of Symantec Backup exec 2010. I have been having problems performing an exchange restore using GRT of an individual mailbox/emails to an exchange 2003 server. I have attempted several ways to restore (using redirectiion or without)but I keep getting remote agent errors.

e0000f04 - The media server could not connect to the remote computer. The remote computer may not be running the Backup Exec
Remote Agent for Windows/Linux. Make sure that the correct version of the Remote Agent is installed and running on the target computer.

For additional information regarding this error refer to link V-79-57344-3844
 

I attempted to install the remote agent through backup exec but it had failed with:

01-24-2011,16:46:50 : The Installation Failed!
01-24-2011,16:46:50 : The return code is: 1603
01-24-2011,16:46:51 : ERROR: Installation failed with error 1603. GetLastError = :0
 

Looking further up the installation log I also found:

01-24-2011,16:46:48 : FATAL ERROR: Error 1325.administrator is not a valid short file name.
 

Whilst this error points to what could be a problem with windows installer, I dont believe this is the case as I can manage to install serveral software on this machine.

I have since, copied across the folder C:\Program Files\Symantec\Backup Exec\Agents\RAWS32

to the destination exchange server and installed the remote agent succesfully. However this does not make a difference when I run the restore again.

Would appreciate any guidance please. FYI the backup of exchange, i am attempting to restore of  was initially taken with symantec backup exec 12.5.

Thanks in advance.

Comments 29 CommentsJump to latest comment

RRE's picture

HI,

 

What is the status of the remote agent on the Exchange server now.

 

Go to the services tab & check the status of the remote agent if it is "runnning" or "stopped" or "starting" . Make sure the service should be running under local system a/c

 

Check the properties of the beremote.exe present inside program files\symantec\backup exec\raws on the Exchange server. It should be same as media server

 

 

Regards

RRE

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CraigV's picture

Hi Abid,

Can you confirm that the RAWS agent is actually publishing to your media server? Also, can you rule out DNS errors by doing an nslookup to your media server's name and IP address from the Exchange server?

You can also consider putting in the IP address of your media server under the Publishing tab on that Exchange server's RAWS agent.

Alternative ways to access Backup Exec Technical Support:

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

Abid Sharif's picture

Thanks for the response guys.

Kiran - I have followed the article http://www.symantec.com/docs/TECH128630. Unfortunately this did not make a difference.

RRE- Checked the services and beremote.exe. I did notice that the beremote.exe file sizes are different. On the Backup exec server the beremote is 1.73 MB, whilst on the Exchange server the bwremote.exe is 1.18Mb. I dont know if this has anything to do with OS versions? As the backup exec server is a 64 bit, whilst exchange is 32 bit.

CraigV - I can confirm that there are no DNS errors as I performed an NSlookup and both servers are also Domain controllers and also host DNS servers so I didnt see anything there. However I added the IP address of the media server in publishing and this did seem to make some difference...

Now the backup does run and says its succesfull (without exchange redirect), but when I look at the properties it tells me in job summary that it restored 0 files with 0 bytes, this is despite having chosen some mail to restore. I can also confirmed by accessing the mailbox and found that nothing got restored. If I perform an exchange redirect and point it to the exchange box I get the error:

e0000f04 - The media server could not connect to the remote computer. The remote computer may not be running the Backup Exec
Remote Agent for Windows/Linux. Make sure that the correct version of the Remote Agent is installed and running on the target computer.

For additional information regarding this error refer to link V-79-57344-3844

Thanks

CraigV's picture

...try duplicating to disk manually. You can follow the article below if you are unsure of how to do it...

 

 

https://www-secure.symantec.com/connect/articles/restoring-exchange-or-individual-mailboxesitems-using-backup-exec-howto

Alternative ways to access Backup Exec Technical Support:

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

Abid Sharif's picture

Craig, thanks for this. I set this off a few times and found that it failed at the duplicating backuptodisk due to remote agent errors. Upon looking at the services, the local remote agent wasnt running. I started this up and left it running for the rest of the night. This morning it showed up with it being failed and with the following error:

e000fe30 - A communications failure has occurred.

For additional information regarding this error refer to link V-79-57344-65072
 

It looks like the remote agent must have stopped by itself. The remote agent is running as local system.

CraigV's picture

...that is quite correct. If the RAWS agent is stopping by itself, can you check the Event Viewer to see if it is generating errors there, along with the Alerts tab in BE?

If there are errors there, can you post them in this forum query?

Alternative ways to access Backup Exec Technical Support:

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

Abid Sharif's picture

Found the following error in the system log:

The Backup Exec Remote Agent for Windows Systems service terminated unexpectedly.  It has done this 4 time(s).

And the following in the app log:

Faulting application name: beremote.exe, version: 13.0.4164.0, time stamp: 0x4c2a6f09
Faulting module name: MSVCR80.dll, version: 8.0.50727.4927, time stamp: 0x4a27427d
Exception code: 0xc0000005
Fault offset: 0x000000000001e2e1
Faulting process id: 0xf68
Faulting application start time: 0x01cbbd4f196e4d95
Faulting application path: C:\Program Files\Symantec\Backup Exec\beremote.exe
Faulting module path: C:\Windows\WinSxS\amd64_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.4927_none_88dce9872fb18caf\MSVCR80.dll

itsmeaffinity's picture

Hi 

Can you please do the following

 

1 Please go to start run & enter regedit & go to hklm-softwares-symantec-backupexec for windows-backupexec--engine--when you click on exchange key is that accessible on remote exchange server or it gives any error with cannot open or access denied

2 I presume BE is 2010 r2 sp1 & as said by you in above post you have confirmed remote agent version is same as media server remote agent version

3 Also verify by going to network log on account in backupexec your backup account is system log on account if not please make it as system log on account & if it is already a system log on account then delete & recreate it again & then restart the services with same account by going to tools-backupexec services--service credentials --& enter the information

Also please confirm by going to tools-option-exchange select legacy mailbox support & theb by going to backup selection please confirm if you are able to expand mailboxes individually & there are no mapi errors

 

4 Try doing restore again (when you are doing restore from tape ensure select staging by going to advanced tab & then select the location which is local drive on media server & that drive should not be compressed & the folder were you are staging should be blank)

 

Thank You

If this information helps you, please mark it as solution.

Thank You.

Abid Sharif's picture

Hi,

Here is what I found:

1. I did not see the exchange key under the registry path you specified, on the exchange server. Whilst I saw this on the backup exec server. Dont know if this is relevant but the key 'enable exchange support' was set to 0.

2. The exact version I have is 13.0 Rev. 4164

3. I recereated the account, but it did not make a difference. I am using a domain admin account to backup. Also I can expand the mailboxes individually without a problem.

4. I have attempted this to disk as suggested by Craig's article but failed, however It seems it could be an issue with the remote agent. I think this is a pefectly viable solution and it seems the problem lies more with the local remote agent? Unsure about this but is it the duty of the local remote agent to install other agents on other machines?

Thanks

CraigV's picture

Hi Abid,

 

If you haven't updated your media server with available patches, do that and then push the updates out to your remote server.

If you have, I'd suggest uninstalling the RAWS agent, and then reinstalling it via a push install. Also check and make sure that the correct ports are open if you are running a firewall, and that your AV is not blocking beremote.exe from running correctly.

Thanks!

Alternative ways to access Backup Exec Technical Support:

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

Abid Sharif's picture

Hi Craig,

I have now updated my media server to SP1. I attempted to do a push of the update and it failed with error code 1603, producing the same error, in the install log.

01-26-2011,14:03:29 : ERROR: Error 1325.administrator is not a valid short file name.

I then went and uninstalled the Remote agent on the exchange server and did an push install from backup exec. It showed me the following:

Installing .NET 2.0 Framework , followed by Loading Install, Clearing up Remote connections and then gave me the 1603 error code again.

Not suprised to see the remoteagent on the Media Server to have stopped once again.

Prior doing all the above, I disabled firewall and added the symantec folder path as an exception.

Thanks

 

itsmeaffinity's picture

Hi

 

Please do local install of remote agent using the batch file for same please follow the link below

 

http://www.symantec.com/docs/TECH63239

 

FYI (please do not run the following as they we don't want to install AOFO ) only run setupaa64.cmd

  • setupaofo.cmd if 32 bit server
  • or setupaofox64.cmd if 64 bit server

Thank You

If this information helps you, please mark it as solution.

Thank You.

Abid Sharif's picture

By Local install do you mean I should re-run the install on the media server or exchange server?

I have already previously copied the C:\Program Files\Symantec\Backup Exec\Agents\RAWS32 directory and ran this on the exchange server. Whilst it did install the agent, it did not make a difference as pointed earlier.

I think re-installing the agent on the media server or repairing would be next best step as its the agent on the media server that continues to stop. Do I follow the same article for re-installing the agent on the media server?

Thanks

CraigV's picture

...you can repair BE on the media server by going through Add/Remove Programs.

Alternative ways to access Backup Exec Technical Support:

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

Abid Sharif's picture

I performed a repair, restart and then pushed the agent out to exchange install but it still failed with the 1603 error. I did notice however the local remote agent on the media server didnt stop.

I will go about manually copying the agent folder to the exchange server and then installing the agent again. Then kick off a restore. Looking back at the logs, I noticed the following:

Restore- \\yarwoodsrv01\Microsoft Information Store\First Storage Group
V-79-57344-65072 - Connection to the restore target has been lost.  Operation canceled.

Restore
V-79-57344-3844 - The media server was unable to connect to the Remote Agent on machine YARWOODSRV05.
 

So assuming the repair corrected the agent on the media server (Yarwoodsrv05) I will attempt to set this restore again.
 

Also FYI. Here please find attached a zip file containing logs from my todays attempt to directly restore off tape and also my last nights attempt to run the duplicated backuptodisk.

AttachmentSize
Job Logs.zip 22.74 KB
CraigV's picture

...you'll get that connection lost error when RAWS dies on the remote server.

I'll check the logs and see if I can see anything...

Alternative ways to access Backup Exec Technical Support:

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

itsmeaffinity's picture

Hi

 

Please go to job monitor & then open failed job log & click on expand all in job log tab & then click on save & then please attach the job log here so that I can have a look

Also please post the relevant event error in application & system tab at that time when duplicate job failed so that I can check

 

Also what is target location of duplicate job like the backup to disk is on local drive itself or on remote server

Keep Posted

Thank You

If this information helps you, please mark it as solution.

Thank You.

RRE's picture

Hello Abid,

 

 

Just wanted to confirm if you are facing this issue Only during redirect restore ?

 

If yes , make sure you make the proper selection

 

 

 

Regards

RRE

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Abid Sharif's picture

Hi RRE,

Whilst I get the error only with redirecting to exchange. Without it I get no results, so If i didnt redirect I would get succesful but with zero bytes having been restored, despite having chosen selected several mail to restore.

Its almost like it doesnt even get to the point of restoring and the constant communication/remote errors are whats stopping it to do what it needs to do. I setup my settings to be like the screenshot and having transferred 6200 bytes, it then comes up with

e000fe30 - A communications failure has occurred.

For additional information regarding this error refer to link V-79-57344-65072

Looking at the local remote agent, its stopped again. Can confirm now the cause seems to be the local remote agent.

Thanks

itsmeaffinity's picture

Hi

 

As I see you only have BE 2010 r2 can you please upgrade to BE 2010 r2 sp1 that should fix this issue

http://www.symantec.com/docs/TECH135179

Thank You

If this information helps you, please mark it as solution.

Thank You.

CraigV's picture

...sorry, but what does the TN you provided have to do with the error at hand? It refers to something completely different.

Also...where does BE 2010 R2 fix this error specifically?

Alternative ways to access Backup Exec Technical Support:

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

RRE's picture

Hello Abid,

 

 

Did you tried to do this GRT restore for a specific user or you have tried different users with same result.

 

If you trying restore for single user 

 

* Could you please update if you are trying to select multiple folders OR any random email

 

Regards

RRE

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RRE's picture

Hi ,

 

Any update on previous comment ?

 

Regards

RRE

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Abid Sharif's picture

Hi,

Apologies for the late reply,

I have tried multiple users as well as single users. I have also attempted to restore any random mail by either restoring multiple mailbox folders or just random mail. Unfortunately I still get the same error.

Thanks

Abid Sharif's picture

Hi, Just wondering if anyone else has any other suggestions to try?

Thanks

CraigV's picture

Hi Abid,

 

I have hit the Escalate to Support button for you.

Hopefully someone from Symantec support contacts you on this issue. If they help you to solve your issue, please share with the rest of the forumites.

 

Thanks!

Alternative ways to access Backup Exec Technical Support:

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

Abid Sharif's picture

Thanks Craig, I shall certainly let you guys know if i get it resolved and state down the actual fix.

Ben L.'s picture

Abid,

I'm not sure if you are still having this issue, but can you make sure that you have updated to SP1 via liveupdate?  It appears the problem you are having with the restore is the remote agent on the Exchange server is crashing.  You may need to open a support case to get this resolved if SP1 does not address the issue.

If this response answers your concern, please mark it as a "solution"