12-22-2015 08:25 AM
Has anyone else had trouble reaching Backup Exec support since the split from Symantec? I tried to upgrade a site from 2010 to 15 last week. I created a case last Monday and received a call on Tuesday. I worked with support and they decided the case need to be escalated. I was told I'd get a call in 24 hours. When that didn't happen I emailed the support rep, updated the case, and requested escalation. No response.
I was never assigned a Veritas rep so I reached out to Symantec. They got me in touch with a Veritas rep that in turn got me in touch with the higher level support rep assigned to my case. He confirmed that I would get a call this morning at 9 AM CST. That was over an hour and a half ago with no response. I've been trying to get ahold of anyone at Veritas or Symantec. At this point I've waited a week with no communication from support. It's as if no one cares.
Solved! Go to Solution.
12-30-2015 07:57 AM
Since you've already removedd Backup Exec 2010, you should follow the 3rd party link below to ensure that everything is completely removed, including the BEDB if you are NOT going to use this at all...
http://www.handybackup.net/symantec-backup-exec-uninstall.shtml
Thanks!
01-02-2016 10:14 AM
Thanks Craig. That article applies to 11d but it did help point me in the right direction towards manually removing the corrupted SQL instance. I searched the registry for instances of BKUPEXEC and removed many of the keys. I also deleted the MSSQL.1 folder which contained the files for that instance. Once that was done I restarted and was able to successfully install BE15 and perform a full backup. I will need help importing our Data and Catalogs from the BE2010. Hopefully support is at least able to help me do that.
The sad thing is that this case has been open since December 14th, and the latest suggestion was to uninstall DLO 8, which uses SQL 2012. I knew that simply would have no bearing on this problem, since the issue was with the 2005 to 2008 SQL migration that was performed when BE was upgraded.
At this point I've lost all confidence with Veritas' support. I'm on CDW's Advisory Board and I recently started a discussion about this. Most of the other IT Managers/Network Admins had nothing but horror stories about Backup Exec, and they have long since moved on to other products. I've been using BE for almost 20 years (since Seagate!) and I consider myself a BE expert. It has come through for me on so many occasions. Given this latest merry-go-round / goose chase with Veritas' support and the consensus that it is no longer a worthy solution, we will have to look at other options.
12-22-2015 09:04 AM
...what's your issue? Maybe we can help you here?
Thanks!
12-22-2015 10:03 AM
Thanks, Craig. I'm attempting to upgrade a site from BE 2010 R3 to 15 FP2. The install failed to create the BKUPEXEC instance. Below is the end of log right around the time the error occurs. The sad thing is that I spent most of my time arguing with support today because they said BE2010 R3 to 15 is not a supported upgrade route, which is completely false. Let me know if you need to see more log data. As it stands I have a Symantec System Recovery backup of this server from before this happened but I'd like to avoid rolling back if we can resolve this issue. Again, thanks for your willingness to check this out:
Overall summary:
Final result: SQL Server upgrade failed. To continue, investigate the reason for the failure, correct the problem, and then repair your installation.
Exit code (Decimal): -2068119551
Exit facility code: 1211
Exit error code: 1
Exit message: SQL Server upgrade failed. To continue, investigate the reason for the failure, correct the problem, and then repair your installation.
Start time: 2015-12-14 16:54:31
End time: 2015-12-14 16:59:04
Requested action: Upgrade
Log with failure: C:\Program Files (x86)\Microsoft SQL Server\100\Setup Bootstrap\Log\20151214_165335\Detail.txt
Exception help link: http%3a%2f%2fgo.microsoft.com%2ffwlink%3fLinkId%3d20476%26ProdName%3dMicrosoft%2bSQL%2bServer%26EvtSrc%3dsetup.rll%26EvtID%3d50000%26ProdVer%3d10.50.4000.0%26EvtType%3d0x0C1ABB58%400x0A2FBD17%401211%401
Machine Properties:
Machine name: SVRFS03
Machine processor count: 24
OS version: Windows Server 2008 R2
OS service pack: Service Pack 1
OS region: United States
OS language: English (United States)
OS architecture: x64
Process architecture: 32 Bit
OS clustered: No
Product features discovered:
Product Instance Instance ID Feature Language Edition Version Clustered
Sql Server 2005 BKUPEXEC MSSQL.1 Database Engine Services 1033 Express Edition 9.3.4060 No
Sql Server 2005 BKUPEXEC MSSQL.1 SQL Server Replication 1033 Express Edition 9.3.4060 No
Sql Server 2005 BKUPEXEC MSSQL.1 SharedTools 1033 Express Edition 9.3.4060 No
Sql Server 2005 ARTIOSCADEXP2005 MSSQL.2 Database Engine Services 1033 Express Edition 9.4.5000 No
Sql Server 2005 ARTIOSCADEXP2005 MSSQL.2 SQL Server Replication 1033 Express Edition 9.4.5000 No
Sql Server 2005 ARTIOSCADEXP2005 MSSQL.2 Full-Text Search 1033 Express Edition 9.4.5000 No
Sql Server 2005 ARTIOSCADEXP2005 MSSQL.2 SharedTools 1033 Express Edition 9.4.5000 No
Sql Server 2005 Tools 1033 Express Edition 9.3.4060 No
Sql Server 2005 ToolsClient 1033 Express Edition 9.3.4060 No
Sql Server 2005 ToolsClient\Connectivity 1033 Express Edition 9.3.4060 No
Package properties:
Description: SQL Server Database Services 2008 R2
ProductName: SQL Server 2008 R2
Type: RTM
Version: 10
Installation location: f:\ce69e918633d29f25667ca891d7fa6\x86\setup\
Installation edition: EXPRESS
Slipstream: True
SP Level 2
User Input Settings:
ACTION: Upgrade
AGTDOMAINGROUP: <empty>
BROWSERSVCSTARTUPTYPE: Automatic
CONFIGURATIONFILE: C:\Program Files (x86)\Microsoft SQL Server\100\Setup Bootstrap\Log\20151214_165335\ConfigurationFile.ini
CUSOURCE:
ENU: True
ERRORREPORTING: False
FAILOVERCLUSTERROLLOWNERSHIP: 2
FARMACCOUNT: <empty>
FARMADMINPORT: 0
FARMPASSWORD: *****
FTSVCACCOUNT: <empty>
FTSVCPASSWORD: *****
FTUPGRADEOPTION: Import
HELP: False
INDICATEPROGRESS: False
INSTANCEID: BKUPEXEC
INSTANCENAME: BKUPEXEC
ISSVCACCOUNT: NT AUTHORITY\NetworkService
ISSVCPASSWORD: *****
ISSVCSTARTUPTYPE: Automatic
PASSPHRASE: *****
PCUSOURCE: f:\ce69e918633d29f25667ca891d7fa6\PCUSOURCE
PID: *****
QUIET: True
QUIETSIMPLE: False
RSCATALOGSERVERINSTANCENAME: Unknown
RSUPGRADEDATABASEACCOUNT:
RSUPGRADEPASSWORD: *****
SQLDOMAINGROUP: <empty>
SQMREPORTING: False
UIMODE: AutoAdvance
X86: False
Configuration file: C:\Program Files (x86)\Microsoft SQL Server\100\Setup Bootstrap\Log\20151214_165335\ConfigurationFile.ini
Detailed results:
Feature: Database Engine Services
Status: Failed: see logs for details
MSI status: Passed
Configuration status: Failed: see details below
Configuration error code: 0x0A2FBD17@1211@1
Configuration error description: The specified user group 'SQLServer2005MSSQLUser$SVRFS03$BKUPEXEC' does not exist.
Configuration log: C:\Program Files (x86)\Microsoft SQL Server\100\Setup Bootstrap\Log\20151214_165335\Detail.txt
Feature: SQL Server Replication
Status: Failed: see logs for details
MSI status: Passed
Configuration status: Failed: see details below
Configuration error code: 0x0A2FBD17@1211@1
Configuration error description: The specified user group 'SQLServer2005MSSQLUser$SVRFS03$BKUPEXEC' does not exist.
Configuration log: C:\Program Files (x86)\Microsoft SQL Server\100\Setup Bootstrap\Log\20151214_165335\Detail.txt
Rules with failures:
Global rules:
Scenario specific rules:
Rules report file: C:\Program Files (x86)\Microsoft SQL Server\100\Setup Bootstrap\Log\20151214_165335\SystemConfigurationCheck_Report.htm
12-22-2015 10:18 AM
I just stumbled upon this issue which seems to closely resemble the problem I'm having: https://www.veritas.com/support/en_US/article.TECH216807
I'm going to make another image backup of this server before I proceed.
12-22-2015 10:55 AM
...you might want to refer to the TN below as well. Although it refers to an upgrade failing from BE 2010 to BE 2012, the error message might be the same and might help you get it resolved:
https://www.veritas.com/support/en_US/article.TECH181380
Thanks!
12-22-2015 05:23 PM
12-30-2015 06:45 AM
We met all those requirements. More than two weeks later and this case is still open. We uninstalled Backup Exec 2010 yesterday but it didn't clean up the SQL instance which is causing BE15 installation failure.
12-30-2015 07:57 AM
Since you've already removedd Backup Exec 2010, you should follow the 3rd party link below to ensure that everything is completely removed, including the BEDB if you are NOT going to use this at all...
http://www.handybackup.net/symantec-backup-exec-uninstall.shtml
Thanks!
01-02-2016 10:14 AM
Thanks Craig. That article applies to 11d but it did help point me in the right direction towards manually removing the corrupted SQL instance. I searched the registry for instances of BKUPEXEC and removed many of the keys. I also deleted the MSSQL.1 folder which contained the files for that instance. Once that was done I restarted and was able to successfully install BE15 and perform a full backup. I will need help importing our Data and Catalogs from the BE2010. Hopefully support is at least able to help me do that.
The sad thing is that this case has been open since December 14th, and the latest suggestion was to uninstall DLO 8, which uses SQL 2012. I knew that simply would have no bearing on this problem, since the issue was with the 2005 to 2008 SQL migration that was performed when BE was upgraded.
At this point I've lost all confidence with Veritas' support. I'm on CDW's Advisory Board and I recently started a discussion about this. Most of the other IT Managers/Network Admins had nothing but horror stories about Backup Exec, and they have long since moved on to other products. I've been using BE for almost 20 years (since Seagate!) and I consider myself a BE expert. It has come through for me on so many occasions. Given this latest merry-go-round / goose chase with Veritas' support and the consensus that it is no longer a worthy solution, we will have to look at other options.