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Crash in GranularRestore.exe when loading mailbox items using the Granular Restore Option (GRO).

Created: 27 Jul 2012 • Updated: 07 Jan 2013
Chris Riley's picture
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Product(s): Symantec System Recovery (formerly Backup Exec System Recovery) - BESR 2010, Symantec System Recovery (formerly Backup Exec System Recovery) - SSR 2011, Symantec System Recovery (formerly Backup Exec System Recovery)
Severity: Non-data threatening / major functionality
Status: Private fix ready
Tech Note: More Information

Problem

When loading a certain users mailbox, the Granular Restore Option (GRO) crashes. The mailbox in question cannot be restored using GRO. Figure 1 below shows the error that appears in the Windows application event log when the issue occurs.

Figure 1:

Error

Faulting application name: GranularRestore.exe, version: 10.0.2.44074, time
stamp: 0x4f5d9ff6
Faulting module name: MSVCR80.dll, version: 8.0.50727.6195, time stamp: 0x4dcddbf3
Exception code: 0xc0000005
Fault offset: 0x000149d1
Faulting process id: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report Id: %13

Solution

A supported hotfix has been made available for this issue. Please contact Symantec Technical Support to obtain this fix. This hotfix has not yet gone through any extensive Q&A testing. Consequently, if you are not adversely affected by this problem and have a satisfactory temporary workaround in place, we recommend that you wait for the public release of this hotfix.