Forum Discussion

Anguel's avatar
Anguel
Level 4
10 years ago

Error EBAB03F8 still occurs in SSR 2013 R2

Hi!

I have installed SSR 2013 (R1) on about 10 current Dell Optiplex PCs with Win 8.1 Pro (Update 1). I have setup two simple daily backups: One full backup to a server on my network and one incremental to a PC's local HDD. On every PC now and then the incremental backups fail with the strange error:

EBAB03F8: 'CHECK failed, Computer::CreateImageFile: Computer.cpp(1517): guid != Guid() && sequence != 0xffffffff && sequence > 0.'. (UMI:V-281-3215-6071)

This means that the incremental backups cannot be created successfully for some unknown reason and a new base has to be recreated next time the backup runs. This is really annoying and I had reported this error in the past without receiving any solution here in the forums. Now I hoped that SSR 2013 R2 would finally solve the problem but it did not. I upgraded one PC to SSR 2013 R2 (yes you really have to pay for this "updgrade") and the same error occurs again.

The main error reference I found is this: http://www.symantec.com/business/support/index?page=content&id=TECH217964

I wonder how long Symantec needs to get this hotfix tested and merged into the release. I am getting this error on each of my PCs and I am seriously considering to switch to a different backup product if the issue is not going to be solved immediately because it makes the program useless.

Other knowledge base articles state that the error might be caused by another backup program installed. There is no such program installed. Anti-virus used is from Symantec (Norton Internet Security) so this should have been tested at least to work ok...

Anguel

Backup and Recovery
Error messages
SSR 2013
System Recovery
Windows 8

56 Replies

Sort By
  • criley's avatar
    criley
    Moderator
    10 years ago

    I am double checking this fix (http://www.symantec.com/docs/TECH217964) is included in R2. I believe it is but I just want to be sure.

    The error you have quoted above seems to be slightly different - '1517' instead of '1500' is mentioned.

    Do you have a support case opened for the issue with R2?

  • Anguel's avatar
    Anguel
    Level 4
    10 years ago

    Well, I just saw this error reoccur on my R2 installation and causing the backup to fail. I suppose the '1517' is some line number in the SSR source code and they have probably added some lines in R2, so the piece of code causing the error is now 17 lines down below?

    I have not opened a case because this is a known error and I don't have much time to spend to explain things to Symantec support. I don't know how US support is but here in Germany it is really hard to communicate with phone support and make them actually understand what I mean. For example, I needed one phone call + 5 e-mails to explain to a lady that R2 requires a different key than the one I have for R1. She did not understand.

    I just expect the program to finally work for such simple things, if not, I have to look elesewhere.

    Anguel

  • criley's avatar
    criley
    Moderator
    10 years ago

    I'm not a developer so I cannot answer your question about what exactly the numbers refer to.

    Sorry to hear about your previous experiences with support.

    I have confirmed that the issue is fixed in R2 (I have now updated the TechNote to reflect this). It would appear what you are seeing is a different issue.

    This will require a new support case so the issue can be investigated further. If you can open a case and let me know the case number, I'd be happy to work with you directly. For what it's worth, I'm based in the UK.

  • Anguel's avatar
    Anguel
    Level 4
    10 years ago

    Chris,

    I still believe this is exactly the same error but please let me know what is the best way to report the error in this case? Thanks.

    Anguel

  • criley's avatar
    criley
    Moderator
    10 years ago

    Check the following log:

    \ProgramData\Symantec\Symantec System Recovery\Logs\Symantec System Recovery.log

    This will show you the error. However, the encrypted debug logs will most likely need to be reviewed by support to understand what is going on here. Potentially our engineering team will also need to review these logs if a product fix is required. Hence my recommendation to open a support case.

    As I said, I can work with you if you let me know the new case number.
     

  • Anguel's avatar
    Anguel
    Level 4
    10 years ago

    Ok, is there a link to open such case or do I have to do it via phone?

  • criley's avatar
    criley
    Moderator
    10 years ago

    Online or via phone. Details here:

    http://www.symantec.com/support/contact_techsupp_static.jsp

  • Anguel's avatar
    Anguel
    Level 4
    10 years ago

    Thanks Chris,

    The case number should be: 07645864

    Anguel

     

  • Anguel's avatar
    Anguel
    Level 4
    10 years ago

    Thanks Chris,

    I have uploaded the required data, hope you have received it because the first upload failed for some reason.

    Anguel