DLO quit backing up laptop after office 2013 intsall

[mli7777]

Is DLO 7.0 with all live updates applied not able to backup a system that has loaded office 2013 on it?

I am supporting a company that just says that is all he did about a week ago was load office 2013 now his DLO backups are not working .. I look in the logs on the server and they have failed since 8/27.

Below is what he added to the case with us.

 He has reloaded the agent and says he gets the same result.

Idea's ?

Thanks

Mike

Log Name:      Application

Source:        Application Error

Date:          9/10/2013 10:08:11 AM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      9B5XJX1.anderson-hay.com

Description:

Faulting application name: DLOClientu.exe, version: 7.0.700.4901, time stamp: 0x4f3a9e20

Faulting module name: DLOClientu.exe, version: 7.0.700.4901, time stamp: 0x4f3a9e20

Exception code: 0xc0000005

Fault offset: 0x006cadca

Faulting process id: 0x27d8

Faulting application start time: 0x01ceae485355664f

Faulting application path: C:\Program Files (x86)\Symantec\Symantec DLO\DLO\DLOClientu.exe

Faulting module path: C:\Program Files (x86)\Symantec\Symantec DLO\DLO\DLOClientu.exe

Report Id: 9237256f-1a3b-11e3-826e-2cd05a8aad39

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2013-09-10T17:08:11.000000000Z" />

    <EventRecordID>15433</EventRecordID>

    <Channel>Application</Channel>

    <Computer>9B5XJX1.anderson-hay.com</Computer>

    <Security />

  </System>

  <EventData>

    <Data>DLOClientu.exe</Data>

    <Data>7.0.700.4901</Data>

    <Data>4f3a9e20</Data>

    <Data>DLOClientu.exe</Data>

    <Data>7.0.700.4901</Data>

    <Data>4f3a9e20</Data>

    <Data>c0000005</Data>

    <Data>006cadca</Data>

    <Data>27d8</Data>

    <Data>01ceae485355664f</Data>

    <Data>C:\Program Files (x86)\Symantec\Symantec DLO\DLO\DLOClientu.exe</Data>

    <Data>C:\Program Files (x86)\Symantec\Symantec DLO\DLO\DLOClientu.exe</Data>

    <Data>9237256f-1a3b-11e3-826e-2cd05a8aad39</Data>

  </EventData>

</Event>

[VJware]

Office 2013 is not supported with SDLO 7.0 & this could be the reason as to why DLO agent crashes.

Try couple of things, else I would recommend you to log a formal support case.

1) Uninstall Office 2013 and check if DLO Agent works fine or not. If it works fine, then its the compatibility factor.

2) Create a test profile for this user and disable backups of .psts, .docs, .xls (any Office user file etc) and assign this user to the profile. Delete the .settings folder from the user's machine and see if the DLO Agent works fine or not.

I have a strong guess, its the compatibility issue, however we would have a clear answer either by the above steps or via a formal support case.

[mli7777]

So does 7.5 support Office 2013?

This is kind of a fun deal.

We support this clients servers and can remote in to those no problem but they have a on site IT guy that does the PC's/Laptops and I can not get into them. 

They do have support so I could open a case or suggest they do?

They do have the ability to go to 7.5.   Not a lot of systems maybe a dozen.

So if we updated the server to 7.5 is it easy to just push out the agent upgrades ?

Thanks

Mike

[Santhosh_Bhanda]

SDLO 7.5 SP1 supports Office 2013

[VJware]

Currently, Office 2013 is not supported with SDLO 7.5 as well.

EDIT**

Overlooked SP1 :(

Thanks Santosh for the correction.

[mli7777]

Cool will look to see if they want to move up to that level.

Mike