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Backup Exec 12.0 SBS SP3 Blue screen (BSOD)

angelo250
Level 2

Hi all,

We are running Backup Exec 12.0 Small Business Server SP3 on a Windows Server 2003 Small Business Server SP2 machine. This is a single backup server running Exchange and SQL backups nightly from the same machine - no remote agents involved at this time (removed a while back). When we attempt to start the "Backup Exec Server" service, the server blue screens.

I had solved this problem before by installing SP3 for BE 12.0 but the problem has since returned. I have  captured a memory dump of the BSOD and analyzed through WinDbg (SysInternals Debugging Tools for Windows).

Does anyone know how to interpret this error or perhaps have run into a similar situation?

Thanks in advance for any help on the topic.

Angelo

----------------------- WinDbg ANALYSIS ----------------------

Loading Dump File [C:\WINNT\MEMORY.DMP]
User Mini Dump File: Only registers, stack and portions of memory are available

Comment: 'Dr. Watson generated MiniDump'
Symbol search path is: SRV*c:\$winsymbols*http://msdl.microsoft.com/download/symbols
Executable search path is:
Windows Server 2003 Version 3790 (Service Pack 2) MP (4 procs) Free x86 compatible
Product: LanManNt, suite: SmallBusiness TerminalServer SmallBusinessRestricted SingleUserTS
Machine Name:
Debug session time: Mon Apr 11 07:42:38.000 2011 (GMT-5)
System Uptime: not available
Process Uptime: 20 days 19:12:24.000
................................................................
................................................................
......................................
This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(12c0.16e4): Guard page violation - code 80000001 (first/second chance not available)
eax=03a3f674 ebx=4af5d550 ecx=4af5d5c0 edx=8c6f00f6 esi=00000000 edi=00000000
eip=77e4bef7 esp=03a3f670 ebp=03a3f6c4 iopl=0         nv up ei pl zr na pe nc
cs=001b  ss=0023  ds=0023  es=0023  fs=003b  gs=0000             efl=00000246
kernel32!RaiseException+0x53:
77e4bef7 5e              pop     esi
0:017> !analyze
*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

Unable to load image C:\WINNT\system32\ieframe.dll, Win32 error 0n2
*** WARNING: Unable to verify timestamp for ieframe.dll
*************************************************************************
***                                                                   ***
***                                                                   ***
***    Your debugger is not using the correct symbols                 ***
***                                                                   ***
***    In order for this command to work properly, your symbol path   ***
***    must point to .pdb files that have full type information.      ***
***                                                                   ***
***    Certain .pdb files (such as the public OS symbols) do not      ***
***    contain the required information.  Contact the group that      ***
***    provided you with these symbols if you need this command to    ***
***    work.                                                          ***
***                                                                   ***
***    Type referenced: kernel32!pNlsUserInfo                         ***
***                                                                   ***
*************************************************************************
*************************************************************************
***                                                                   ***
***                                                                   ***
***    Your debugger is not using the correct symbols                 ***
***                                                                   ***
***    In order for this command to work properly, your symbol path   ***
***    must point to .pdb files that have full type information.      ***
***                                                                   ***
***    Certain .pdb files (such as the public OS symbols) do not      ***
***    contain the required information.  Contact the group that      ***
***    provided you with these symbols if you need this command to    ***
***    work.                                                          ***
***                                                                   ***
***    Type referenced: kernel32!pNlsUserInfo                         ***
***                                                                   ***
*************************************************************************
Probably caused by : mmcshext.dll ( mmcshext!CHeapFactory::Validate+148 )

Followup: MachineOwner
---------

1 ACCEPTED SOLUTION

Accepted Solutions

Sush---
Level 6
Employee Accredited Certified

Here is the link for SP5 for Backup Exec

For 32bit Media Servers:  http://support.veritas.com/docs/355733
For x64bit Media Servers:  http://support.veritas.com/docs/355734
 

You can download the from the link as per the type of Media server (32 bit or 64 bit)

 

Thanks,

-Sush...

View solution in original post

6 REPLIES 6

Sush---
Level 6
Employee Accredited Certified

In the above file, click on the link "!analyze -v " which is in the line "Use !analyze -v to get detailed debugging information"

This will analize the dump file and give you the result about on which process the BSOD is caused.

 

Thanks,

-Sush...

Simon_B_
Level 6
Partner Accredited

There should be some further updates available for BE12. I'd suggest to install the latest available service packs and hotfixes and then try again.

Sush---
Level 6
Employee Accredited Certified

Thats right. Service Pack 5 is already available for BE 12.0

 

Thanks,

-Sush...

angelo250
Level 2

Guys, thanks for the comments so far.

 

@Sush - I have run the !analyze -v command and here are the results (at the end of this post). I will be doing some more analysis on this (perhaps running ProcMon?) to pull in more info. It says the exception lies with mmcshext.dll (which is the Shell Extension for Windows MMC) I have tried to patch MMC to v3.0 from MS website but since I'm running Windows Server SBS 2003 SP2 it says I have a newer version installed and won't let me patch it.

I've also tried to "Repair" the install from "Add/Remove Programs" and it runs the repair but once it gets to the end of the repair and states "Starting Backup Exec services", it still crashes the server.

Can you see from the analyze log what might be the problem?

 

@Simon - Where can I get the link for the v12.0 SP5 download? I've searched in the downloads section (filtered by v12.0 and Windows 2003 Small Business Server), and sorted by "Latest" patches for v12.0 and that's when it brings up SP3. I am looking at the following link. Perhaps, there's something I'm not seeing? http://www.symantec.com/business/support/index?page=content&key=15047&channel=TECHNICAL_SOLUTION&bas...

 

Thanks for the comments so far.

- Angelo

-------------- WinDbg !analyze -v -------------------------

*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************

Unable to load image C:\WINNT\system32\ieframe.dll, Win32 error 0n2
*** WARNING: Unable to verify timestamp for ieframe.dll
*************************************************************************
***                                                                   ***
***                                                                   ***
***    Your debugger is not using the correct symbols                 ***
***                                                                   ***
***    In order for this command to work properly, your symbol path   ***
***    must point to .pdb files that have full type information.      ***
***                                                                   ***
***    Certain .pdb files (such as the public OS symbols) do not      ***
***    contain the required information.  Contact the group that      ***
***    provided you with these symbols if you need this command to    ***
***    work.                                                          ***
***                                                                   ***
***    Type referenced: kernel32!pNlsUserInfo                         ***
***                                                                   ***
*************************************************************************
*************************************************************************
***                                                                   ***
***                                                                   ***
***    Your debugger is not using the correct symbols                 ***
***                                                                   ***
***    In order for this command to work properly, your symbol path   ***
***    must point to .pdb files that have full type information.      ***
***                                                                   ***
***    Certain .pdb files (such as the public OS symbols) do not      ***
***    contain the required information.  Contact the group that      ***
***    provided you with these symbols if you need this command to    ***
***    work.                                                          ***
***                                                                   ***
***    Type referenced: kernel32!pNlsUserInfo                         ***
***                                                                   ***
*************************************************************************

FAULTING_IP:
kernel32!RaiseException+53
77e4bef7 5e              pop     esi

EXCEPTION_RECORD:  ffffffff -- (.exr 0xffffffffffffffff)
ExceptionAddress: 77e4bef7 (kernel32!RaiseException+0x00000053)
   ExceptionCode: 80000001 (Guard page violation)
  ExceptionFlags: 00000001
NumberParameters: 0

PROCESS_NAME:  explorer.exe

ERROR_CODE: (NTSTATUS) 0x80000001 - {EXCEPTION}  Guard Page Exception  A page of memory that marks the end of a data structure, such as a stack or an array, has been accessed.

EXCEPTION_CODE: (HRESULT) 0x80000001 (2147483649) - Not implemented

FAULTING_THREAD:  000016e4

DEFAULT_BUCKET_ID:  STATUS_GUARD_PAGE_VIOLATION

PRIMARY_PROBLEM_CLASS:  STATUS_GUARD_PAGE_VIOLATION

BUGCHECK_STR:  APPLICATION_FAULT_STATUS_GUARD_PAGE_VIOLATION

LAST_CONTROL_TRANSFER:  from 4af5ab1c to 77e4bef7

STACK_TEXT: 
03a3f6c4 4af5ab1c 80000001 00000001 00000000 kernel32!RaiseException+0x53
03a3f710 4af5ac9a 068d53a8 019f6e64 03a3fe54 mmcshext!CHeapFactory::Validate+0x148
03a3f728 4af59899 068d53a8 00000000 019f6e58 mmcshext!CHeapFactory::Free+0x21
03a3f738 4af57d18 00000000 03a3f754 4af57dec mmcshext!CStr::Empty+0x42
03a3f744 4af57dec 00000001 01555b38 03a3f76c mmcshext!ATL::CComObject<CExtractIcon>::`scalar deleting destructor'+0xd
03a3f754 7c8ff973 019f6e58 01555b38 7c91bb78 mmcshext!ATL::CComObject<CExtractIcon>::Release+0x1c
03a3f760 7c91bb78 01555b38 03a3f780 7c91bb59 shell32!CShellLink::~CShellLink+0xa7
03a3f76c 7c91bb59 00000001 00000000 00000000 shell32!CShellLink::`scalar deleting destructor'+0xd
03a3f780 7c91efa8 01555b38 00000000 03a3fe54 shell32!CShellLink::Release+0x28
03a3f798 7c94878e 0154bc38 01555b60 02524b98 shell32!SHGetIconFromPIDL+0xef
03a3fe14 7c903212 0154bc3c 02524b98 00000000 shell32!CFSFolder::GetIconOf+0x24e
03a3fe34 7c94858f 0154bc38 0154bc3c 02524b98 shell32!SHGetIconFromPIDL+0x20
03a3fe5c 7c9088e3 01576de0 0011add8 015385d8 shell32!CGetIconTask::RunInitRT+0x47
03a3fe78 75eb8bfe 01576de0 75eb8b7c 75eb0000 shell32!CRunnableTask::Run+0x54
03a3fed4 7d185938 02531ec8 0150afc8 7d18591b browseui!CShellTaskScheduler_ThreadProc+0x111
03a3feec 7c83a6a7 0150afc8 7c88c080 06a02f40 shlwapi!ExecuteWorkItem+0x1d
03a3ff44 7c83a88b 7d18591b 0150afc8 0009d3e4 ntdll!RtlpWorkerCallout+0x71
03a3ff64 7c83a902 00000000 0150afc8 06a02f40 ntdll!RtlpExecuteWorkerRequest+0x4f
03a3ff78 7c839de0 7c83a84a 00000000 0150afc8 ntdll!RtlpApcCallout+0x11
03a3ffb8 77e6482f 00000000 00000000 00000000 ntdll!RtlpWorkerThread+0x61
03a3ffec 00000000 7c839d7b 00000000 00000000 kernel32!BaseThreadStart+0x34


FOLLOWUP_IP:
mmcshext!CHeapFactory::Validate+148
4af5ab1c eb15            jmp     mmcshext!CHeapFactory::Validate+0x15f (4af5ab33)

SYMBOL_STACK_INDEX:  1

SYMBOL_NAME:  mmcshext!CHeapFactory::Validate+148

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: mmcshext

IMAGE_NAME:  mmcshext.dll

DEBUG_FLR_IMAGE_TIMESTAMP:  45d70a77

STACK_COMMAND:  ~17s; .ecxr ; kb

FAILURE_BUCKET_ID:  STATUS_GUARD_PAGE_VIOLATION_80000001_mmcshext.dll!CHeapFactory::Validate

BUCKET_ID:  APPLICATION_FAULT_STATUS_GUARD_PAGE_VIOLATION_mmcshext!CHeapFactory::Validate+148

WATSON_IBUCKET:  1228876117

WATSON_IBUCKETTABLE:  1

Followup: MachineOwner
---------

Sush---
Level 6
Employee Accredited Certified

Here is the link for SP5 for Backup Exec

For 32bit Media Servers:  http://support.veritas.com/docs/355733
For x64bit Media Servers:  http://support.veritas.com/docs/355734
 

You can download the from the link as per the type of Media server (32 bit or 64 bit)

 

Thanks,

-Sush...

angelo250
Level 2

Guys,

Thanks so much for the help! Installing SP5 did the trick. Our backups are now running successfully!

Angelo