Forum Discussion

Vladimir_Vucini's avatar
Vladimir_Vucini
Level 5
12 years ago

Symantec DLO 7.5 not working on Windows 8

Hi,

We have an implementation of Symantec DLO with number of Windows 7 and some XP SP3 workstations that works OK. There are two Windows 8 that at first did not permit DLO agent installation, but after enableing Remote Registry Access, DLO agent was successfully installed. The problem is that DLO agent does not work with normal user logged in. If we login as a user that has administrator priviledges, then DLO agent does work and backups are working.

We did search the KB and tried uninstall and install (from setup.exe, on local machine). We also tried to manualy enter the user into DLO Administrator. Nothing helps.

Any clues?

Best regards,

Vladimir Vucinic

Agents
Backup and Recovery
Desktop and Laptop
Desktop and Laptop Option
Installing
Windows 8
  • SA's avatar
    SA
    Level 3
    11 years ago

    All,

    I think I have identified the root cause of this issue.

    Using Sysinternals' Process Monitor and KDiff3, I found out that when running Symantec DLO Agent as administrator (in which case it works), dloclientu.exe reads registry keys from

    HKLM\SOFTWARE\Wow6432Node\Symantec\Symantec DLO\Client

    and several subkeys, including those that contain the info about the location of the DB and NUDF.

    However, when running as standard user (same user account, just not elevated), Windows redirects that registry access to the VirtualStore, e.g.

    HKCU\Software\Classes\VirtualStore\MACHINE\SOFTWARE\Wow6432Node\Symantec

    That node does not exist because the installer ran with administrative privileges and that was not redirected.

    So, I exported the registry key HKLM\SOFTWARE\Wow6432Node\Symantec to a .reg file. I then replaced all occurrences of HKLM\SOFTWARE\Wow6432Node with HKCU\Software\Classes\VirtualStore\MACHINE\SOFTWARE\Wow6432Node (using a standard text editor). Now, I am able to run the DLO agent normally. I have not been able to confirm if it really runs 100%. There may also be file redirection taking place that doesn't cause the agent to fail, but just causes files not to get backed up.

    This does not explain why, for me, on Windows 8, it appears to work for several days after installation and fails suddenly.

    Maybe this will help someone else,

    SA.

    • Seco_Tools_UK_L's avatar
      Seco_Tools_UK_L
      Level 0
      7 years ago

      I have been trying to sort this out for ages.  I just stumbled across this post and it has worked a treat for one user.  I would like to have this option so it can be more generic, so that I don't have to change it for every user, but this is way, way further than I have gotten before.  Many thanks SA.

  • Vladimir_Vucini's avatar
    Vladimir_Vucini
    Level 5
    12 years ago

    Log:

     

     

    06/18/13 09:56:05 dloclientu.exe 5140:  > client.cpp( 1745 )  -- LANGID == 9242 (241a) Primary lang == 26, Sub lang == 9 is not supported. Using ENU instead --
    06/18/13 09:56:06 dloclientu.exe 5140:  > client.cpp( 1932 )  BUILD INFO: Build 75096a 6/18/2013 09:56:06.278AM
    06/18/13 09:56:06 dloclientu.exe 5320: E> cachedpassword.cpp( 55 ) CCachedPassword::Load() failed for 02D6A8E0
    06/18/13 09:56:06 dloclientu.exe 5320: E> cachedpassword.cpp( 55 ) CCachedPassword::Load() failed for 02D6A8E0
    06/18/13 09:56:06 dloclientu.exe 5320: E> client.cpp( 4088 ) error loading database Shebang::Load - no server - The database server name is not specified in registry. 
    06/18/13 09:56:06 dloclientu.exe 5320: E> Client.h( 1111 ) CClientApp::_HandleError() : displaying error message: Failed to load configuration settings.
    06/18/13 09:56:06 dloclientu.exe 5320: E> Client.h( 1124 ) CClientApp::_HandleError() : no UI or UI is hidden. returning...
    06/18/13 09:56:06 dloclientu.exe 5320: E> Client.h( 1144 ) CClientApp::_HandleError() : error shown. returning.
    06/18/13 09:56:06 dloclientu.exe 5320: E> client.cpp( 2543 )  CClinetApp::StartupThread : InitializeDB FAILED result=CC0003DE - THROWING res.
    06/18/13 09:56:06 dloclientu.exe 5320: W> client.cpp( 2712 )  CClientApp::StartupThread : Caught param error exception, m_id=CC0003DE, ClientApp::StartupThread.InitializeDB - The database server name is not specified in registry. 
    06/18/13 09:56:06 dloclientu.exe 5140: E> client.cpp( 2028 )  CClientApp::InitInstance : Initialize FAILED, res=3422553054
     
  • inn_kam's avatar
    inn_kam
    Level 6
    12 years ago

      1.close the DLO client

    then stop all services relating to DLO

    then delete the scheduled task associated with DLO.

    THEN restart the services

    and

    then opened the client

     it WILL WORK 

    2. If not work then 

    Uninstall DLO agent and do a clean install using the Setup.exe

  • SA's avatar
    SA
    Level 3
    11 years ago

    I am running into the same issue.

    For us, initially, the agent does run at logon and starts backing up. It's only after a few days, and only on Windows 8 clients, that the backup agent (silently) fails to start at logon. When run manually, we get the error V-138-52224-990.

    The log has this:

    05/23/14 18:12:09 dloclientu.exe 12672:  > client.cpp( 1688 )  -- LANGID == ENU --
    05/23/14 18:12:09 dloclientu.exe 12672:  > client.cpp( 1932 )  BUILD INFO: Build 75096a 5/23/2014 06:12:09.335PM
    05/23/14 18:12:09 dloclientu.exe 8912: E> cachedpassword.cpp( 55 ) CCachedPassword::Load() failed for 02BAB4B8
    05/23/14 18:12:09 dloclientu.exe 8912: E> cachedpassword.cpp( 55 ) CCachedPassword::Load() failed for 02BAB4B8
    05/23/14 18:12:09 dloclientu.exe 8912: E> client.cpp( 4088 ) error loading database Shebang::Load - no server - The database server name is not specified in registry.
    05/23/14 18:12:09 dloclientu.exe 8912: E> Client.h( 1111 ) CClientApp::_HandleError() : displaying error message: Failed to load configuration settings.
    05/23/14 18:12:09 dloclientu.exe 8912: E> Client.h( 1128 ) CClientApp::_HandleError() : m_pMainWnd is NOT NULL. using DontShowDlg...
    05/23/14 18:12:11 dloclientu.exe 8912: E> Client.h( 1144 ) CClientApp::_HandleError() : error shown. returning.
    05/23/14 18:12:11 dloclientu.exe 8912: E> client.cpp( 2543 )  CClinetApp::StartupThread : InitializeDB FAILED result=CC0003DE - THROWING res.
    05/23/14 18:12:11 dloclientu.exe 8912: W> client.cpp( 2712 )  CClientApp::StartupThread : Caught param error exception, m_id=CC0003DE, ClientApp::StartupThread.InitializeDB - The database server name is not specified in registry.
    05/23/14 18:12:11 dloclientu.exe 12672: E> client.cpp( 2028 )  CClientApp::InitInstance : Initialize FAILED, res=3422553054