Backup Exec 2012 SP3 with hotfix 213186 Admin Console Hangs

[jan_villeres]

We have a Backup Exec Appliance 3600 with product version 3.0.422.0 (Stand Alone).
Recently, we have implemented SP3 and hotfix 213186.

The day after, the BE Admin Console became unresponsive that every click will take at least 1 to 5 minutes to respond.
We observed the the BackupExec.exe process is taking 25%-30% CPU all the time.

The following troubleshooting steps have been performed:
1. Tried to connect from a remote BE Admin Console  (from remote site and co located server) .
2. Tried to connect via RDP (from remote site and co located server) and open BE Admin Console on appliance.
3. Tried to run Symantec live update again.
4. Tried to run Check/Install Updates (symantec and microsoft) from appliance's webGUI (OpsCenter).
5. Tried to repair .NET 4 Client Profile.
6. Restarted the services and rebooted appliance many times.

Any suggestions on how to troubleshoot further?

Thank you in advance.

[CraigV]

Hi,

Check the Known Issues section and see if this is listed there. If not, I'd suggest opening a support query directly with Symantec for them to investigate further. Most of these new patches don't allow you to uninstall.

However, you can also try:

1. Reinstalling SP3 and the patch in question;

2. Opening up BEutility.exe and running a database repair.

Thanks!

[jan_villeres]

Thank you CraigV.

We have an ongoing open case with Symantec but just wanted to get the suggestions from the forum.

We'll include the 2 steps you mentioned in our troubleshooting steps.

---Update---

1. Both the service pack and hotfix cannot be un installed.

2. Extensive database repair using BEUtility.exe performed.
   a- repair database
   b- rebuild database indices
   c- compact database
   d- age database ; ended with errors
   e- check database consistency

Problem still persists.

[jan_villeres]

Just an update...

1. Tried a blank database and the UI is responsive.

2. Data gathered for backline engineer to investigate the matter.

Hoping that they come back with resolution very soon.

[jan_villeres · Accepted solution]

Issue has been resolved. Thanks to Symantec Support.

Analysis:

- duplicate robot library and tape drive entries in database.

Resolution:

- deletion of appropriate entries.
- reconfiguration of the tape library in backupexec.

Cheers!

[CraigV]

...great! Glad this is sorted out and thanks for sharing the solution!

Thanks!

[phowse]

Could you please post what the entires were as I have a very similar problem.

[jan_villeres]

Dear phowse,

I suggest that you raise a Symantec ticket to help you resolve this issue.

There is a Symantec Engineer DevG who is dedicated to trying to resolved this issue.

http://www.symantec.com/connect/issues/attempting-lauch-backup-exec-gui-will-hang-loading-data-and-w...

Jan