Unable to determine status / question mark error message appears on the Home screen when opening the Backup Exec System Recovery (BESR) console; disk drives are not being listed / enumerated to create/run backup jobs.

Article:TECH67933  |  Created: 2009-01-14  |  Updated: 2013-10-30  |  Article URL http://www.symantec.com/docs/TECH67933
Article Type
Technical Solution


Issue



Unable to determine status / question mark error message appears on the Home screen when opening the Backup Exec System Recovery (BESR) console; disk drives are not being listed / enumerated to create/run backup jobs.


Error



System.Runtime.InteropServices.COMException (0x800000A) at VproAuto.ProtectorAutoClass.get_ComputerPolicyLevel(Boolean IncludeFFB, Object& volumes, Object& Policies) at Symantec.Vpro.VproUI.VproConnection.ComputerPolicyRefresh()


Cause



Symsnap.sys is not responding correctly or has got unregistered


Solution



Observation:
 
After installing/updating, or after a reboot, launching the Backup Exec System Recovery (BESR) console shows the following Home screen message:
 
 
 

 
- Clicking on the, 'Unable to determine status,' link generates the following error message:
 
 
 
 
 
Hovering over the BESR system tray icon AND/OR observing the status message at the bottom left of corner of the BESR console window displays the message, 'Scanning disks...'  
 
Running the utility SMEdump.exe located in the \Program Files\Symantec\Backup Exec System Recovery\Utility gives one of two possible results:
 
- A command prompt window with a blinking cursor at the top left hand corner.
 
- The following error message:
 
POSTCONFITION failed, computerFactory::Create: .\ComputerFactory.cpp(76): Computer.

No errors are reported within the partinfo.txt file that is generated when partinfo.exe is launched from the location  \Program Files\Symantec\Backup Exec System Recovery\Utility

Microsoft Window's Disk Management snap-in displays the drives correctly and indicates no error.

Rebooting the system using the Symantec Backup Exec System Recovery restore disk (SRD) correctly displays the drives within its recovery environment and with version 8.5x permits successful recovery point image creation.

 
Workaround 1.
 
It is suspected, under the above environmental circumstances, the issue is with a conflict with an another service or startup item installed on the system.
 
To help determine if, and then which, service or startup item is causing Backup Exec System Recovery (BESR) to not be able to enumerate / list the system's drives for backup, use the Microsoft MSCONFIG.EXE utility to selectively startup this system. Following the steps in the section listed below called, 'Initial selective startup,' to disable all non-essential Microsoft Windows services and startup items except those used by BESR. In this specific start up mode, first determine if BESR is capable of enumerating the system drives successfully. If not review the suggestions in the related documents section below.
 
 
If BESR is capable of enumerating the systems drives proceed in doing the following:
 
1. Re-enabling a block of services/startup items at a time (i.e All services/startup items associated to a specific application or function; contact the appropriate service/startup item software manufacturer for assistance) within MSCONFIG.
2. Reboot
 
3. Re-launch the BESR console to determine if it is still capable of enumerating the system drives.
 
4. Do one of the following
 
a. If BESR is still able to enumerate the list of drives on the system repeat steps 1 through 3 above with another application's or function's services and startup items.
 
b. If BESR is NOT able to enumerate the list of drives on the system proceed to step 5.
 
5. Once the service and/or startup item has been identified determined if it is configurable to permit Backup Exec System Recovery service access to the system's drives by contacting its software manufacturer for assistance.
 
 
Initial selective startup:
 
 
WARNING: Following the steps below may result in disabling security and remote administration software. Made adequate precautions before proceeding.
 
 
1. Click Start, and then click Run.
 
2. Type msconfig in the Open box, and then click OK. The System Configuration Utility appears.
 
3. Click the Services tab.
 
4. From the Services tab window, check the box besides the option titled "Hide all Microsoft services".
 
5. Click the Disable all button.
 
6. Re-enable by checking the box besides the following three services:
 
- Backup Exec System Recovery
 
- Symantec SymSnap VSS Provider
 
- SymSnapService
 
7. Click the Startup tab.
 
8. Click the Disable all button again.
 
9. Re-enable by checking the box besides the following process
 
- VPROTRAY.EXE.
 
10. Click Apply button.
 
11. Click the Close button.
 
12. Click the Restart now button to allow the system to restart in the selective startup mode.
 
 
To leave the selective startup and to return back to normal startup mode perform the following:
 
 
1. Click Start, and then click Run. The Run window appears.
 
2. Type msconfig.exe in the Open box, and then click OK. The System Configuration Utility appears.
 
3. From the General tab, Click Normal Startup, and then click OK.
 
4. Click Restart now when prompted to allow the system to reboot in normal startup mode.

 
If the above steps do not resolve the issue,proceed with workaround 2 and 3.
 
 
Workaround 2.

 
To Delete existing jobs and history information
 
 
Stop the Backup Exec System Recovery(BESR) service and delete *.PQH and *.PQJ files from C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec System Recovery.
 
Start BESR service and check the issue.
 
Workaround 3.
 
1. Run Fixinstall.bat located:
64-bit: \Program files (x86)\Symantec\Symantec System Recovery
 \Program files (x86)\Symantec\Backup Exec System Recovery
32-bit: \Program files\Symantec\Symantec System Recovery
 \Program files\Symantec\Backup Exec System Recovery
2. Reboot
3. If the error persist in add & remove programs (e.g. Programs and Features) click on CHANGE option for Symantec System Recovery / Backup Exec System Recovery and choose repair.
 
If the problem still persist contact Symantec Technical Support, be sure to reference this technote and the results from each work around performed.



Legacy ID



319589


Article URL http://www.symantec.com/docs/TECH67933


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