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Backup Exec Engine crashes during tape catalog

Darren_P1
Level 2

Hi there,

 

We're attempting to do a restore of some data that is stored on tape.

 

When I run the catalog the backup exec engine is crashing.

When I look in the event logs I see the following

Faulting application name: bengine.exe, version: 13.0.5204.1270, time stamp: 0x52c730ee
Faulting module name: ntdll.dll, version: 6.1.7601.18869, time stamp: 0x556366f2
Exception code: 0xc0000374
Fault offset: 0x00000000000bfc22
Faulting process id: 0x52c
Faulting application start time: 0x01d0d9edf23795b0
Faulting application path: C:\Program Files\Symantec\Backup Exec\bengine.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: c5863940-45ea-11e5-a826-0017a4779c38

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: bengine.exe
P2: 13.0.5204.1270
P3: 52c730ee
P4: StackHash_4a55
P5: 6.1.7601.18869
P6: 556366f2
P7: c0000374
P8: 00000000000bfc22
P9:
P10:

Attached files:
C:\Users\BackupExec\AppData\Local\Temp\WER9D9A.tmp.appcompat.txt
C:\Users\BackupExec\AppData\Local\Temp\WERA162.tmp.WERInternalMetadata.xml
C:\Users\BackupExec\AppData\Local\Temp\WERA173.tmp.hdmp
C:\Users\BackupExec\AppData\Local\Temp\WERB62C.tmp.mdmp

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_bengine.exe_ab508b8724b7d4c85297735bad97b79f6c0c2_cab_8bb8b6f4

Analysis symbol:
Rechecking for solution: 0
Report Id: d5d1b870-45d5-11e5-a826-0017a4779c38
Report Status: 4

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

and

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Backup Exec Alert: Job Failed
(Server: "$ServerName") (Job: "Catalog 00080") Catalog 00080 -- The job failed with the following error: The Backup Exec job engine system service is not responding.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

 

The contents of the file in that above directory are

 

Version=1
EventType=APPCRASH
EventTime=130844046353960000
ReportType=2
Consent=1
ReportIdentifier=c5863941-45ea-11e5-a826-0017a4779c38
IntegratorReportIdentifier=c5863940-45ea-11e5-a826-0017a4779c38
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=bengine.exe
Sig[1].Name=Application Version
Sig[1].Value=13.0.5204.1270
Sig[2].Name=Application Timestamp
Sig[2].Value=52c730ee
Sig[3].Name=Fault Module Name
Sig[3].Value=StackHash_4a55
Sig[4].Name=Fault Module Version
Sig[4].Value=6.1.7601.18869
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=556366f2
Sig[6].Name=Exception Code
Sig[6].Value=c0000374
Sig[7].Name=Exception Offset
Sig[7].Value=00000000000bfc22
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=6.1.7601.2.1.0.400.8
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=4a55
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=4a5521134910a34ea325206f9bc2e72c
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=2f0c
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=2f0c9f6da421fd78e0ca517007348019
UI[2]=C:\Program Files\Symantec\Backup Exec\bengine.exe
UI[5]=Check online for a solution (recommended)
UI[6]=Check for a solution later (recommended)
UI[7]=Close
UI[8]=Backup Exec Job Engine stopped working and was closed
UI[9]=A problem caused the application to stop working correctly. Windows will notify you if a solution is available.
UI[10]=&Close
LoadedModule[0]=C:\Program Files\Symantec\Backup Exec\bengine.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\kernel32.dll
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Program Files\Symantec\Backup Exec\serdll.dll
LoadedModule[5]=C:\Windows\system32\USER32.dll
LoadedModule[6]=C:\Windows\system32\GDI32.dll
LoadedModule[7]=C:\Windows\system32\LPK.dll
LoadedModule[8]=C:\Windows\system32\USP10.dll
LoadedModule[9]=C:\Windows\system32\msvcrt.dll
LoadedModule[10]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[11]=C:\Windows\SYSTEM32\sechost.dll
LoadedModule[12]=C:\Windows\system32\RPCRT4.dll
LoadedModule[13]=C:\Windows\system32\ole32.dll
LoadedModule[14]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[15]=C:\Program Files\Symantec\Backup Exec\BeXML.dll
LoadedModule[16]=C:\Program Files\Symantec\Backup Exec\beclass_mini.dll
LoadedModule[17]=C:\Windows\system32\WSOCK32.dll
LoadedModule[18]=C:\Windows\system32\WS2_32.dll
LoadedModule[19]=C:\Windows\system32\NSI.dll
LoadedModule[20]=C:\Windows\system32\MPR.dll
LoadedModule[21]=C:\Windows\system32\NETAPI32.dll
LoadedModule[22]=C:\Windows\system32\netutils.dll
LoadedModule[23]=C:\Windows\system32\srvcli.dll
LoadedModule[24]=C:\Windows\system32\wkscli.dll
LoadedModule[25]=C:\Windows\system32\SAMCLI.DLL
LoadedModule[26]=C:\Windows\system32\LOGONCLI.DLL
LoadedModule[27]=C:\Windows\system32\VERSION.dll
LoadedModule[28]=C:\Windows\system32\ACTIVEDS.dll
LoadedModule[29]=C:\Windows\system32\adsldpc.dll
LoadedModule[30]=C:\Windows\system32\WLDAP32.dll
LoadedModule[31]=C:\Windows\system32\ATL.DLL
LoadedModule[32]=C:\Windows\system32\SHELL32.dll
LoadedModule[33]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[34]=C:\Program Files\Symantec\Backup Exec\becluster.dll
LoadedModule[35]=C:\Windows\system32\PSAPI.DLL
LoadedModule[36]=C:\Windows\WinSxS\amd64_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.6195_none_88e41e092fab0294\MSVCR80.dll
LoadedModule[37]=C:\Windows\WinSxS\amd64_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.6195_none_88e41e092fab0294\MSVCP80.dll
LoadedModule[38]=C:\Program Files\Symantec\Backup Exec\besocket.dll
LoadedModule[39]=C:\Windows\system32\iphlpapi.dll
LoadedModule[40]=C:\Windows\system32\WINNSI.DLL
LoadedModule[41]=C:\Program Files\Symantec\Backup Exec\bestdutl.dll
LoadedModule[42]=C:\Windows\system32\MSWSOCK.DLL
LoadedModule[43]=C:\Program Files\Symantec\Backup Exec\BECRYPTO.DLL
LoadedModule[44]=C:\Program Files\Symantec\Backup Exec\catxml.dll
LoadedModule[45]=C:\Program Files\Symantec\Backup Exec\vxACE_3I.dll
LoadedModule[46]=C:\Program Files\Symantec\Backup Exec\vxTAO_3I.dll
LoadedModule[47]=C:\Program Files\Symantec\Backup Exec\vxTAO_IORTable_3I.dll
LoadedModule[48]=C:\Program Files\Symantec\Backup Exec\vxTAO_PortableServer_3I.dll
LoadedModule[49]=C:\Windows\system32\IMM32.DLL
LoadedModule[50]=C:\Windows\system32\MSCTF.dll
LoadedModule[51]=C:\PROGRA~2\Sophos\SOPHOS~1\SOPHOS~2.DLL
LoadedModule[52]=C:\Windows\System32\wshtcpip.dll
LoadedModule[53]=C:\Windows\System32\wship6.dll
LoadedModule[54]=C:\Program Files\Symantec\Backup Exec\beclass.dll
LoadedModule[55]=C:\Windows\system32\WINSPOOL.DRV
LoadedModule[56]=C:\Windows\system32\comdlg32.dll
LoadedModule[57]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_5.82.7601.18837_none_a4d981ff711297b6\COMCTL32.dll
LoadedModule[58]=C:\Windows\system32\DNSAPI.dll
LoadedModule[59]=C:\Program Files\Symantec\Backup Exec\vxicuuc24.dll
LoadedModule[60]=C:\Program Files\Symantec\Backup Exec\vxicudt24l.dll
LoadedModule[61]=C:\Program Files\Symantec\Backup Exec\VXCRYPTO.dll
LoadedModule[62]=C:\Program Files\Symantec\Backup Exec\VXSSL.dll
LoadedModule[63]=C:\Windows\system32\clusapi.dll
LoadedModule[64]=C:\Windows\system32\cryptdll.dll
LoadedModule[65]=C:\Windows\system32\CRYPTBASE.dll
LoadedModule[66]=C:\Program Files\Symantec\Backup Exec\engine_EN.dll
LoadedModule[67]=C:\Program Files\Symantec\Backup Exec\bemsdk.dll
LoadedModule[68]=C:\Program Files\Symantec\Backup Exec\libvxSigComp2.dll
LoadedModule[69]=C:\Windows\system32\rasadhlp.dll
LoadedModule[70]=C:\Windows\System32\fwpuclnt.dll
LoadedModule[71]=C:\Windows\system32\CLBCatQ.DLL
LoadedModule[72]=C:\Windows\system32\CRYPTSP.dll
LoadedModule[73]=C:\Windows\system32\rsaenh.dll
LoadedModule[74]=C:\Windows\system32\RpcRtRemote.dll
LoadedModule[75]=C:\Program Files\Symantec\Backup Exec\ipvlapi.dll
LoadedModule[76]=C:\Program Files\Symantec\Backup Exec\DeviceIo.dll
LoadedModule[77]=C:\Program Files\Symantec\Backup Exec\bescsicap.dll
LoadedModule[78]=C:\Program Files\Symantec\Backup Exec\python24.dll
LoadedModule[79]=C:\Program Files\Symantec\Backup Exec\libstsapi.dll
LoadedModule[80]=C:\Program Files\Symantec\Backup Exec\libsts.dll
LoadedModule[81]=C:\Program Files\Symantec\Backup Exec\libsthapi.dll
LoadedModule[82]=C:\Program Files\Symantec\Backup Exec\libsth.dll
LoadedModule[83]=C:\Windows\system32\SETUPAPI.dll
LoadedModule[84]=C:\Windows\system32\CFGMGR32.dll
LoadedModule[85]=C:\Windows\system32\DEVOBJ.dll
LoadedModule[86]=C:\Program Files\Symantec\Backup Exec\becatsrv.dll
LoadedModule[87]=C:\Program Files\Symantec\Backup Exec\catcommon.dll
LoadedModule[88]=C:\Program Files\Symantec\Backup Exec\catshare.dll
LoadedModule[89]=C:\Program Files\Symantec\Backup Exec\catindex.dll
LoadedModule[90]=C:\Program Files\Symantec\Backup Exec\segodbc.dll
LoadedModule[91]=C:\Windows\system32\ODBC32.dll
LoadedModule[92]=C:\Program Files\Symantec\Backup Exec\synthetic.dll
LoadedModule[93]=C:\Program Files\Symantec\Backup Exec\catupgrade.dll
LoadedModule[94]=C:\Program Files\Symantec\Backup Exec\dbutil.dll
LoadedModule[95]=C:\Program Files\Symantec\Backup Exec\bebsdu.dll
LoadedModule[96]=C:\Program Files\Symantec\Backup Exec\bedscomn.dll
LoadedModule[97]=C:\Windows\system32\DSROLE.DLL
LoadedModule[98]=C:\Program Files\Symantec\Backup Exec\BeCatDrv.dll
LoadedModule[99]=C:\Windows\system32\odbcint.dll
LoadedModule[100]=C:\Program Files\Symantec\Backup Exec\BECATDRV_EN.dll
LoadedModule[101]=C:\Program Files\Symantec\Backup Exec\BeCatSrv_EN.dll
LoadedModule[102]=C:\Program Files\Symantec\Backup Exec\ImageBasedFHPlugin.DLL
LoadedModule[103]=C:\Program Files\Symantec\Backup Exec\LegacyBEPlugin.DLL
LoadedModule[104]=C:\Program Files\Symantec\Backup Exec\BEImage.DLL
LoadedModule[105]=C:\Program Files\Symantec\Backup Exec\DynamicQueryPlugin.DLL
LoadedModule[106]=C:\Program Files\Symantec\Backup Exec\OracleFHPlugin.DLL
LoadedModule[107]=C:\Program Files\Symantec\Backup Exec\RemoteFHQueryPlugin.DLL
LoadedModule[108]=C:\Program Files\Symantec\Backup Exec\DB2FHPlugin.DLL
LoadedModule[109]=C:\Program Files\Symantec\Backup Exec\NdmpFHPlugin.DLL
LoadedModule[110]=C:\Program Files\Symantec\Backup Exec\libcatalog.dll
LoadedModule[111]=C:\Program Files\Symantec\Backup Exec\libbasictemplate.dll
LoadedModule[112]=C:\Program Files\Symantec\Backup Exec\THEFHPlugin.DLL
LoadedModule[113]=C:\Program Files\Symantec\Backup Exec\THEFH_LibBasicTemplate.dll
LoadedModule[114]=C:\Program Files\Symantec\Backup Exec\THEFH_LibCommon.dll
LoadedModule[115]=C:\Program Files\Symantec\Backup Exec\THEFH_LibCatalog.dll
LoadedModule[116]=C:\Program Files\Symantec\Backup Exec\ArchiveQueryPlugin.DLL
LoadedModule[117]=C:\Windows\system32\bcrypt.dll
LoadedModule[118]=C:\Windows\system32\bcryptprimitives.dll
LoadedModule[119]=C:\Windows\system32\SQLSRV32.dll
LoadedModule[120]=C:\Windows\system32\CRYPT32.dll
LoadedModule[121]=C:\Windows\system32\MSASN1.dll
LoadedModule[122]=C:\Windows\system32\sqlsrv32.rll
LoadedModule[123]=C:\Windows\system32\SspiCli.dll
LoadedModule[124]=C:\Windows\system32\odbccp32.dll
LoadedModule[125]=C:\Windows\system32\DBNETLIB.DLL
LoadedModule[126]=C:\Windows\system32\security.dll
LoadedModule[127]=C:\Windows\system32\SECUR32.DLL
LoadedModule[128]=C:\Windows\system32\credssp.dll
LoadedModule[129]=C:\Windows\system32\msv1_0.DLL
LoadedModule[130]=C:\Windows\system32\ntdsapi.dll
LoadedModule[131]=C:\Windows\system32\schannel.DLL
LoadedModule[132]=C:\Windows\system32\ncrypt.dll
LoadedModule[133]=C:\Windows\system32\netbios.dll
LoadedModule[134]=C:\Program Files\Symantec\Backup Exec\ndmpcomm.dll
LoadedModule[135]=C:\Program Files\Symantec\Backup Exec\benetapi.dll
LoadedModule[136]=C:\Program Files\Symantec\Backup Exec\benetutl.dll
LoadedModule[137]=C:\Program Files\Symantec\Backup Exec\benettcp.dll
LoadedModule[138]=C:\Windows\System32\msxml6.dll
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=Backup Exec Job Engine
AppPath=C:\Program Files\Symantec\Backup Exec\bengine.exe


I read the following TECH article https://support.symantec.com/en_US/article.TECH212311.html but it doesn't apply since we don't have the "Use storage media-based catalogs" selected.

 

Any thoughts on where to take this?

6 REPLIES 6

lmosla
Level 6

verify the Backup Exec logon is correct for this job

restart the Backup Exec services

run a repair on the BEDB 

Darren_P1
Level 2

BE log on is correct, services have been restarted nuermous times.

 

Looking to run repair now.

pkh
Moderator
Moderator
   VIP    Certified

What is the OS of the server on which BE is loaded?  If it is Windows 7, then it is not supported.

VJware
Level 6
Employee Accredited Certified

Is BE 2010 fully patched i.e. with SP4 ?

Secondly, as a test, change the value from 1 to 0 of this registry key - HKEY_LOCAL_MACHINE\Software\Symantec\Backup Exec For Windows\Backup Exec\Engine\Tape Format\Use Fast File Restore

Stop all BE services before making the registry change.

If the BE service still crashes, would recommend to log a support case for an engineer to analyze the crash dump. Thanks.

 

Darren_P1
Level 2

OS is listed as Windows Server on the original post.

 

Server 2K8 R2 Datacenter

Darren_P1
Level 2

Correction: Fully patched minus hotfixes

 

Currently running the job after making the above registry change, appears to be going longer than ever before.

 

Reg edit didn't work.

 

Applying hot fix to see if it resolves it.