All posts by CPU MD

Windows 10 App Store crashes when selecting an app – KB10392422


Description: Windows 10 App Store crashes when selecting an app

Common customer description: When I use the Windows app store and click on an app it crashes or disappears.

Probing questions: Did you recently upgrade to Windows 10?

Steps to isolate: Check the Time Zone on the computer regardless if the time is correct.

Steps to resolve: Set the Time Zone to the client correct Time Zone.

Additional considerations: During the Windows 10 installation it resets a lot of default settings including the Time Zone but will keep the correct time.

How to Install Cisco IPsec VPN on Windows 10 – KB10392392


  1. Uninstall all Cisco VPN clients
  2. Reboot
  3. Uninstall dne update
  4. Reboot
  5. Run winfix.exe found here
  6. Reboot
  7. Install the newest 64 bit sonicwall vpn client ctmp-dc01CT-HelpdeskCiscoCisco VPN ClientsWindows
  8. Reboot
  9. Install the extracted cisco ipsec client. run the vpnclient_setup.msi found here ctmp-dc01CT-HelpdeskCiscoCisco VPN ClientsWindows
  10. Reboot
  11. Disable the internet connection sharing service (found in services.msc)
  12. Open up regedit HKEY_LOCAL_MACHINESYSTEMCurrentControlSetServicesCVirtA. Delete the “@owem8.inf,%CVirtA_Desc%;” that is in front of “Cisco Systems VPN Adapter”.

What does the Folder.cfg and Changer.cfg do for Backup Exec? – KB10392382


Description:  There are two configuration files (Folder.cfg and Changer.cfg) where the backups are located, what are they?

Common customer description: Do I need these files? Can I remove them? Can I move these files?

Steps to resolve:

When you create a Backup-to-Disk folder, Backup Exec will create these two configuration files called Folder.cfg and Changer.cfg that help Backup Exec run the backup job complete.

What are they? Do I need them?

The .cfg are files that tell Backup Exec the folder and path of where to backup and information about the backup device, which you need in order for the jobs to successfully complete.

Folder.cfg = tells Backup Exec the location of the backup

Changer.cfg = tells Backup Exec the device information (what the model and serial number is, how big the drive is etc…)

Can I remove these files anytime?

Technically no, you cannot remove these files unless they are not going to be using the drive or program anymore.

What if I purchased a new drive, can I move these files to the new drive?

No, because those cfg files are for the old backup location and cannot work for the new location. Example: Drive 1 is the oldest drive and Drive 2 is the newest drive. If you move the .cfg from the oldest (Drive 1) to the newest (Drive 2,) Backup Exec will look for Drive 1 since the configuration files are for that drive not Drive 2.

When you create a new backup-to-disk to the new location, Backup Exec will configure the new storage device with the necessary .cfg files that it needs to operate successfully.

I believe my .cfg files are corrupted, what should I do?

Don’t panic, there are simple steps that you can take.

1. Open Windows Explorer and browse to the location of the Backup-to-Disk folder and rename the existing changer.cfg and folder.cfg files

2. Try to run any operation on the Backup-to-Disk folder, like an inventory or a backup job. The job will fail with an error message stating that the Backup-to-Disk device is offline, but will create new configuration files for the Backup-to-Disk folder.

3. Restart the Backup Exec Services

If this still doesn’t work, create a new backup-to-disk folder (call it something different, example, you have a folder called B2D. You cannot create a new folder called the same thing so make the new folder called B2D1)

Windows 10 nVidia driver issue and possible fix – KB10392367


Description:  Upgraded to Windows 10 and the nVidia drivers either failed to load (screen resolution is not right) or Windows Update installed Microsoft drivers and will not allow for the nVidia Software to replace those Microsoft drivers.

Common customer description: I upgraded to Windows 10 and now my display is wrong.

Probing questions: Really no probing questions as the problem is evident and straight forward.

Steps to isolate: Check Device Manager and verify what drivers are being used.  Either Windows Video Adapter (a basic and generic driver because Windows Update tried and failed to install Microsoft version of nVidia drivers) or an nVidia driver that reports an error 43.

Steps to resolve: The steps can be rather lengthy but if performed in this order you have a very good chance at resolving the issue until the next Microsoft driver update for nVidia.

1: Go here using Edge (aka Internet Explorer) and download/run the file.  Can only be run using Edge (aka Internet Explorer)

2: Click on Next.

3: It will scan for the updates

4: Select Hide Updates

5: Check mark the drivers you want hidden and click Next (hiding the update means Windows will not try and install that particular update)

6: You will see a screen like this until it is done

7: Once it is finished you can just click close and move on to the next step.

8: Now that the update is hidden it is time to uninstall anything nVidia related.  Go into Control Panel

Use the Programs and Features tool to uninstall all nVidia softwares.  Once those are removed, reboot.

9: Download Version: 353.62 WHQL Release Date: 2015.7.29 Operating System: Windows 10 32-bit or 64-bit drivers (depending on which you have on your computer) and run as Administrator and the custom (advanced) install.

10. When the drivers are finished installing you may NOT be prompted to reboot the computer.  Your screen may or may not have the correct resolution.  Your screen might have even gone black even though the monitor power light still shows like the screen is active and not asleep.  You still need to reboot.  If the screen goes black, wait 20 minutes and power off the computer.  Then after 15 seconds power it back on.  Do NOT use a reset button.  After the power cycle the drivers should now be updated and to the correct resolution.

Additional considerations: If you display stay black even after the power cycle, just power it off and back on until you can get into recovery mode.  This will allow you to revert back to the generic adapter.  At this point you need to figure out if you want to keep trying to fix the issue or downgrade back to Windows 7, 8, or 8.1 (whatever you started with).

O365 not updating user password from AD – KB10392315


User updated there password but now can’t log into there Office 365 account

Office 365 is not updating a users password from the AD server

confirm all services are running on the Proxy or FS server

Check the field listed in the following Link

and preform a test of the Sync function per the instructions on the page

Attribute Manager under the users Properties

– check the accountExpires field to confirm it’s set to never

Best solution to update the field is to find a user set to never and copy the number string and paste into the broken users account

for more infomation on how to set custom dates in the field

Allow the O365 server to Sync all accounts again then test the user account in the OWA to see if you can now log in



Adding Contacts to O365 with CSV files – KB10392210


Adding Contacts to Office 365 Exchange server

Customer requesting external contact to be added to the Exchange server and Setting up Distrabution groups

Download the Follow File and have the customer fill out the information for the Contacts needing to be added


It includes sample data, which you can delete. But don’t delete the first row. It contains all of the properties for the external contacts. Create a row for each contact that you want to import to Exchange Online. Populate as many of the cells as possible. This information will be displayed in the shared address book for each contact.

However, the following parameters are required to create an external contact and must be populated:

After the ontact has returned the needed file you can start to setup the new Distribution groups in O365

The Follow is the commands used to log in to the Servers PowerShell interface

$UserCredential = Get-Credential

$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri -Credential $UserCredential -Authentication Basic -AllowRedirection

Import-PSSession $Session

first command will only create the Contact without extended information

Import-Csv .ExternalContacts.csv|%{New-MailContact -Name $_.Name -DisplayName $_.Name -ExternalEmailAddress $_.ExternalEmailAddress -FirstName $_.FirstName -LastName $_.LastName}

They command will update the Contacts on the system with the extended information

$Contacts = Import-CSV .externalcontacts.csv

$contacts | ForEach {Set-Contact $_.Name -StreetAddress $_.StreetAddress -City $_.City -StateorProvince $_.StateorProvince -PostalCode $_.PostalCode -Phone $_.Phone -MobilePhone $_.MobilePhone -Pager $_.Pager -HomePhone $_.HomePhone -Company $_.Company -Title $_.Title -OtherTelephone $_.OtherTelephone -Department $_.Department -Fax $_.Fax -Initials $_.Initials -Notes $_.Notes -Office $_.Office -Manager $_.Manager}

Used to add the new contacts to the Distribution lists

you will need to remove all but the users names from the CSV file and rename the Tab to Members

Import-CSV <path> | ForEach {Add-DistributionGroupMember -Identity <Distribution Group Name> -Member $_.members}


Network Connection to the Backup Exec Remote Agent Has Been Lost – KB10392349


Description:  Received an error that the Backup Exec Remote Agent has lost connection

Common customer description: I was looking at my backups and I noticed that my job failed

I received an email that my job failed. Could you look into it?

Probing questions: Was there any internet issues during that time?

Is there any programs/tasks running during that time? (Exchange performing maintenance)

Has Symantec Backup Exec been updated to the latest Service Pack and has all the available hotfixes installed?

Steps to isolate:

Consult with the customer about internet issues.

  • Do they experience issues frequently?
  • Did we have any Site Not Communicating alerts during that time?
  • Check Event Viewer for any network issues (DNS/DHCP or any network related issue)

Check Task Scheduler

  • Is there any tasks that run during the backups?
  • Is exchange on the server? Check to see when the maintenance occurs for the Exchange database

Run LiveUpdate on the Backup Exec Program

  • Is there any Service Packs or Hotfixes that need to be installed?

Steps to resolve:

If it has been determined that there is no network issue and there is no tasks that run during that time, it might be something with Backup Exec.

**If they don’t have Backup Monitoring, any work on Backup Exec will be billable!**

1. The easiest thing to do is run LiveUpdate on the Backup Exec program. If the program is not fully patched, it can cause issues.

  • If there are Service Packs or Hotfixes , install them ASAP. During the installation process, Backup Exec will close and after it completes, you may be unable go back in Backup Exec without rebooting the server first. If that’s the case, schedule the reboot for the earliest time at the customer’s convenience.
    • Make the customer aware that the backups will not complete until the server gets rebooted

2. Check to make sure that the Remote Agent is up-to-date

On Backup Exec 2012/2014/15

  • Go to the Backup Exec button

Backup Exec button

  • Under installation, go to Install Agents and Backup Exec Servers on Other Servers


On Backup Exec 2010 and earlier versions

  • Go to Tools


  • Go to Install Agents and Backup Exec Servers on Other Servers


Follow the on-screen instructions

*After the upgrade of the agent, the server with the agent may need to be rebooted*

Additional considerations: Watch the backup for a few days, it could have been a one time deal and now they are working fine. If it fails consistently with that same error, contact Symantec Support.