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Exchange GRT backups fail suddenly - beremote crashes in virtapi.dll

rogerroger
Level 4
Hi all, we are experiencing sudden problems with GRT backups of Exchange. It worked fine for months and in a sudden the remote agent crashes with errors in module virtapi.dll. Our configuration: - Win2008SBS German Server - Exchange 2007 SP2 - backups directly on the media server - all hotfixes/patches for BE 12.5 installed - server patched Backups without GRT are working well - of course. I went through all the hints in the forum and knowledgebase - no luck. Can anybody help us? I forgot: Beremote crashes since the 6th of April - changes since then: - MS IE patch on all servers - switch from append mode on NAS to overwriting existing media sets (Returning to append mode did not help!)
1 ACCEPTED SOLUTION

Accepted Solutions

rogerroger
Level 4
Hi all,

Ok - solved the problem after some testing and trying...
Downgraded to older firmware on NAS - rebuilt NAS - deleted and rebuilt all symantec backup jobs and settings.

Now it works - don't know how long, however.

That's it for now.

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41 REPLIES 41

Martin_Forster1
Level 5

virtapi.dll is a signed dll, maybe you have some problems during the verify of the certificate.

check the eventlog for certificate related entries.

Regards

rogerroger
Level 4
Thanks,
did not find any certificate problems on our server - what would be the entries in the eventlog?

Found 2 versions of virtapi.dll:
1. in program files with 119.624B v.1.0.114.162 (dating from 12/17/2009 and certificate of 12/15/2009; 
2. in program files\...\x86 with 98.632B v.1.0.114.162 (dating from 12/17/2009 and certificate of 12/15/2009.

Seems ok to me...

Martin_Forster1
Level 5

Aloha,
it was only a idea...

have you seen this thread ?
https://www-secure.symantec.com/connect/de/forums/communications-failure-v-79-57344-65072-when-restore-job-runs

rogerroger
Level 4
Hi,
checked the BE logs - they say: virtapi.dll load success.

Don't find any clue...

Martin_Forster1
Level 5

can you provide a sgmon.log from the agent ?

rogerroger
Level 4
Sorry, me stupid...
Where do I find this log or produce it?

Martin_Forster1
Level 5

in the installation path of the be product ( the agent in this case is the sgmon.exe, activate there the agent and device category.
Also enable the logging to file.


rogerroger
Level 4
Attached the SGMON log during a typical beremote crash, maybe you find something...

rogerroger
Level 4
Hi,
did you find anything in the log?
Went through it but no clue....

Martin_Forster1
Level 5

Hello rogerroger,

i didnt find or identify any specfic thing. But there are some possible causes.

1.) you have ipv6 active ( obviously with sbs) have you modified your hosts file according to
   http://seer.entsupport.symantec.com/docs/306689.htm
2.) i couldnt find it in the log, but disable the Advanced open file option when you backup Exchange,SQL, .... So you need to create a specfic job to create a backup of a vss aware application

3.) NAS: some NAS have problems with very large files, typically are this borders at 2 and 4 GB. Please verifiy it.

4.) try to use the same account for backup the exchange server which you use as system logon account.
   It is suggested to use only one account for the whole backup purpose.

5.) backup exchange alone, just to make sure that the problem ist not related to sharepoint.


Regards

PS: meine mutter hat mepla beschläge in Ihrer Küche :)

rogerroger
Level 4
Hi Martin,
did the following:
1. made changes to the host file (you should not deactivate ip6 on SBS)
2. AOFO was already disabled
3. its a LG NAS - BE limits all files to 4GB
4. I am using the domain-admin account for BE which worked very well until April...
5. tried to backup exchange alone
Result:
Error E000EF30 again as always...
I am getting mad...
Are there any other ideas?
Thx.

PS: MEPLA ist leider nicht der Beschläge MEPLA sondern eine Abkürzung für Metzeler Plastics - sorry ;-(

Martin_Forster1
Level 5

is enough free space on drive C: for the store ?

PS: habe mich gewundert daß Mepla mit einem SBS auskommt :)

rogerroger
Level 4
...having 100GBs free on C: - should be enough... Works with full server backups smoothly.

PS: wir waren früher auch mal grösser...

Martin_Forster1
Level 5

works with full backups  with GRT ?

are only incremental or differential GRT Backups failing ?

rogerroger
Level 4
Hi,
all Exchange GRT backups are failing, full and incremental.
Crazy is that it worked until April....
Sharepoint GRT seems to be working!

Martin_Forster1
Level 5

Have you tried a repair of the installation ?
That is the last idea i have beside idea to call the symantec hotline ...

rogerroger
Level 4
No - how do I?
And which hotline to call - cannot find any German hotline for BE...

Martin_Forster1
Level 5

Repair,

Control Panel, Add Remove Software ( Programme und Funktionen glaube ich) Backup Exec right click, change, next, repair  here we go ...


German hotline
http://www.symantec.com/de/de/business/support/contact_techsupp_static.jsp

rogerroger
Level 4
Me stupid!
Ok - made the repair - will restart the server at highnoon ;)
German hotline wants a service ID !?!?