Category Archives: Backups

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)

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.

VSS Writers Names and Services That Go With It – KB10392284


Description:  This will give you the list of the common writers you will see and the services that go with it to restart

Steps to resolve:

This can be used for any backup that might have an issue with writers

1. Run the Command Prompt as an Administrator

2. Type vssadmin list writers. This will populate a list of the writers.


3. To find if a writer is having an issue, look at the state, it will say Failed and the reason for it

Failed Writer

4. Usually, you would have to reboot the server to “reset” the writers but there is an easier way to do that. Instead of rebooting the server, try yo restart the service that corresponds with the writer.

Here is the list:

*Not all the writers will be covered in this list*

 Writer Name Service Name
ASR Writer Volume Shadow Copy
BITS Writer Background Intelligent Transfer Service
COM+ REGDB Writer Volume Shadow Copy
DFS Replication service Writer DFS Replication
DHCP Jet Writer DHCP Server
FRS Writer File Replication
FSRM writer File Server Resource Manager
IIS Config Writer Application Host Helper Service
IIS Metabase Writer IIS Admin Service
Microsoft Exchange Writer Microsoft Exchange Information Store
Microsoft Hyper-V VSS Writer Hyper-V Virtual Machine Management
NTDS Active Directory Domain Services
OSearch VSS Writer Office SharePoint Server Search
OSearch14 VSS Writer SharePoint Server Search 14
Registry Writer Volume Shadow Copy
SPSearch VSS Writer Windows SharePoint Services Search
SPSearch4 VSS Writer SharePoint Foundation Search V4
SqlServerWriter SQL Server VSS Writer
System Writer Cryptographic Services
Task Scheduler Writer Task Scheduler
TermServLicensing Remote Desktop Licensing
WINS Jet Writer Windows Internet Name Service (WINS)
WMI Writer Windows Management Instrumentation

Also refer to these articles: and

Additional considerations: If this does not correct the issue, then a reboot of the server would be necessary, contact the customer and see when it would be convenient for them to reboot the server. Remind them that their backups will not work until the server gets rebooted to reset the writers.



List of Current Backup Exec Hotfixes and Service Packs – KB10392089


This is only to be used if the Service Pack or Hotfix is unable to install via LiveUpdate due to failures or LU1812 a program that was part of this update failed when it ran

Before you install the Service Pack or Hotfix, please get billable approval if they do not have Backup Monitoring. Service Packs and certain hotfixes will require a server reboot in order for the install to complete. The server will have to be rebooted as soon as possible because the backups will not run until after the reboot.


**This list shows only the latest Service Packs that should be installed, any Service Pack that is older will not be listed. (Example, the customer has Backup Exec 2010 R3 Service Pack 3, there will be no listing for the Service Pack or Hotfixes, you would have to upgrade to Service Pack 4)**


**To get the Service Packs or Hotfixes, click the Attachments button in the article and make sure you select the correct version (x32 or x64)**



Backup Exec 11.0 revision 6235

– End of Life: February 18, 2008

– End of Engineering Life (Last date for patch releases): August 18, 2010

– Last Day to contact Support: August 2014

Latest Service Pack: SP3 (N/A)

Hotfixes: N/A

Backup Exec 11.0 revision 7170

– End of Life: February 18, 2008

– End of Engineering Life (Last date for patch releases): August 18, 2010

– Last Day to contact Support: August 2014

Latest Service Pack: SP5 (N/A)

129663 (N/A)

Backup Exec 12.0

– End of Life: February 1, 2010

– End of Engineering Life (Last date for patch releases): August 1, 2012

– Last Day to contact Support: February 2015

Latest Service Pack: SP5 (N/A)

138520 (N/A)
141388 (N/A)
155482 (

Backup Exec 12.5

– End of Life: February 1, 2010

– End of Engineering Life (Last date for patch releases): August 1, 2012

– Last Day to contact Support: February 2015

Latest Service Pack: SP4 ( – 32-bit)

135955 (N/A)
138208 (N/A)
136430 (N/A)
141389 (N/A)
142707 (
139590 (
153394 (
153395 (
160050 (
157584 (
169741 (N/A)

Backup Exec 2010

– End of Life: March 5, 2012

– End of Engineering Life (Last date for patch releases): September 5, 2014

– Last Day to contact Support: February 2017

Latest Service Pack: SP1 (N/A)

138449 (
153396 (
141624 (N/A)
138851 (
138747 (N/A)
141686 (
162860 (

Backup Exec 2010 R2

– End of Life: March 5, 2012

– End of Engineering Life (Last date for patch releases): September 5, 2014

– Last Day to contact Support: February 2017

Latest Service Pack: SP1 (

150096 (
144101 (
148347 (
153090 (
147674 (
155520 (
154003 (
159293 (
162839 (
164733 (

Backup Exec 2010 R3

– End of Life: March 5, 2012

– End of Engineering Life (Last date for patch releases): September 5, 2014

– Last Day to contact Support: February 2017

Latest Service Pack: SP4 (

212812 (

Backup Exec 2012

– End of Life: June 2, 2014

– End of Engineering Life (Last date for patch releases): December 2, 2016

– Last Day to contact Support: March 2019

Latest Service Pack: SP4 (

215906 (
216746 (
217347* (

*This hotfix will supersede the other two hotfixes since it will include those updates and other fixes

Backup Exec 2014

– End of Life: April 6, 2015

– End of Engineering Life (Last date for patch releases): October 6, 2017

– Last Day to contact Support: June 2021

Latest Service Pack: SP2 (

227745 (

Backup Exec 15

– End of Life: TBD

– End of Engineering Life (Last date for patch releases): TBD

– Last Day to contact Support: April 2022

Latest Service Pack: Feature Pack 1 (essentially it’s Service Pack 1)

Hotfixes: TBD


Additional considerations: If you are unable to get these Service Packs or Hotfixes, please ask the Alerts Team and we will provide you the downloaded installer for it.

Understanding QNAP NetBak Replicator Backup – KB10391883


Description:  QNAP NetBak Replicator is a confusing and tricky backup program, probably the most confusing backup program that you will encounter while performing maintenance or in the helpdesk.

Understanding NetBak Replicator: The QNAP NetBak Replicator depending on the version, is a very basic program.

QNAP program


1. When you open up the program, the default will always be the backup tab (shown above) You can make changes to the job selections here. Just don’t forget to save the changes when you are done. It will look similar to this: Save

2. Click on the Log Tab. It will look similar to this:


Interesting thing about these logs is that they can be very misleading.

For starters, the blue font means good or successful. It also will tell you other information such as the program starting or stopping and when the next time the job is supposed to run.

The red font means cancel or failed. Now when you look at this log, there are 5 failed to “back up the file” logs. Generally, certain backup programs will either fail the job because of that or treat it as “completed with exceptions” meaning the backup job completed but those files were skipped. NetBak Replicator treats those as completed with exceptions. It looks like the backup job has errors or failed but in fact, it completed. This is the clue: Backup operation completed.

  • It’s assumed so far that if the backup did in fact fail, it should say Backup operation failed or Backup operation cancelled by user in a red font (shown above).

3. To find where they are backing up to, on the top it will say the folder or server:

Backup location

In this example, they are using a QNAP NAS device to store the backups.

4. Keep in mind, NetBak Replicator mimics or clones the drive, files or folders that they are backing up.

When the program backs up, it will make a separate folder for the drives:


This is what you have to be paying attention too. These modified dates is when they were last backed up.

  • Now this can be confusing for this part because Disk E looks like it was modified last month. If you click inside Disk E, you will noticed that there was folders that did get modified.


  • If you go by what Disk C looks like (shown below), you would think that it’s not backing up. Remember, NetBak Replicator replicates or clones the drive, files or folders that they are backing up.

Disk C

5. We can say that the backups are completing (not failing).


Backup Exec: Exchange Incremental Backup Issue: Circular Logging Enabled – KB10391860


Description:  Exchange Incremental backup jobs are failing due to circular logging being enabled. Circular Logging will be enabled if the drive is low on disk space (about 10% or less)

Common customer description: What causes this issue?

How do you fix this issue?

Probing questions: Do you know the reason for circular logging being enabled?

Steps to isolate: Check disk space – if the disk space is low (about 10% or less), that could explain why it’s enabled

Steps to resolve:

1. Connect to the server

2. We need check to see where the exchange database is located on. Also check the disk to see how low it is.

  • Go to the Exchange Management Console (located on the Exchange server or the SBS server)
  • To locate the database, on the left pane, go to Microsoft Exchange On-Premises>>Organization Configuration>>Mailbox


  • Right-Click on the Mailbox Database and click on Properties


  • On the General Tab, it will shows the database path. Make a note of which drive the database is located on. In this case, it’s the E:

Database path

3. In order to know if you should disable it or leave it be can be tricky. Consult your backup solution and make sure you can enable it.


How to Navigate through Crash Plan Pro Backup Program – KB10391851


Description: How to navigate through Crash Plan Pro


1. Connect to the server

2. Locate Crash Plan Pro

3. Crash Plan Pro has two parts to it: Desktop application and a backup engine that is always working

  • When you go to the desktop, there will not be a shortcut. Crash Plan Pro puts the application on the task tray.
  • This will be the icon: Crash icon

4. To access the application, right click on the icon and say Show Application…

Save Application

5. It will put you to the main page which would be the Backup Tab


  • Backup Tab will tell you the destination of where the backup is going to. Could be online, a local disk or an external drive


6. To check the logs of the jobs, go to the History tab


  • History will start from the newest “logs” on the bottom and the oldest “logs” on top
    • If you need more detailed history, go to C:ProgramDataCrashPlanloghistory.log. This will tell you if there were “X” amount of files that couldn’t be backed up and when the service started and stopped.

7. If you find any errors, make a ticket with any information that you can find. The detailed you are about it, the easier it will be to figure out.

In the ticket, include:

  • Name of the server the backup program is on
  • Any error messages or codes
  • Brief explanation of the issue (if no error messages or codes are found)

If they don’t have backup monitoring, call the customer and see if we can get approval to work on the backup

If they have backup monitoring, work on the backup at the earliest convenience or pass the ticket to the appropriate tech to have them work on this issue right away.

Additional considerations: If the Backup Engine keeps getting disconnected or says “unable to connect to the backup engine,” check to see if the server is a Windows Server Essentials, Windows Small Business Server, or a Windows Home Server. If it is, CrashPlan will not function correctly because it’s not supported.

How to Navigate through Acronis Backup – KB10391819


Description:  How to navigate through Acronis Backups

Steps to navigate:

1. When you connect to the Acronis program, you will get to this screen by default


2. In order to see the backup jobs, you have to double-click the Local machine on the left hand pane


3. The screen will show recent activities of the backup jobs

Backup Jobs activity

4. To check the logs to make sure they are working, on the left hand pane, click on Log


5. Now the Log will be on Activities for the Display and For last 24 hours

Default Log

6. To see the full log, switch the display to Events and the time period to For last three months

Log Change

  • Look for any Low Disk errors or missing drive errors. The most common will be low disk or the vault location is missing (the location on the backup)
  • If they are swapping drives, you will find a section that will fail then successful

7. The Vaults pane is where the backups are basically going. To figure out where the backups are going, go to Vaults>>Personal


8. If there are errors where the drive is missing or it seems the vault is missing, the backup task can tell you what’s going on. Go to Backup plans and tasks.

Backup plan

  •  Right-click on the backup job, press Details


  • Click the “Where to back up” tab, this will tell you where its backing up and what the name of the backup is

Where to backup

  • Use this information to see if the vault is missing (location of the backup)

Additional considerations: These are the basic information that you need to know for Acronis.

How to Navigate through Windows NT Backup – KB10391806


Description:  How do you navigate through Windows NT Backup

Steps to navigate:

1. When you open the NT backup program – it will look like this

Default Window

2. If you click the Backup Tab, what happens? You will get a blank screen. This does NOT mean that this backup is not utilized. (Refer to step 4)

Blank Screen Selection

3. To view the job log or report of the backup job, go to Tools>>Report…


Now click the report you want and press “View”

4. If we need to change their selections, on the Job Tab on top, look for the [Job Name].bks. Normally, it will be the first selection.

BKS File

5. Click on the .bks file. It should now show you the selected list of files and folders.

Selection List

6. What if we need to know where the backup is going?  On the bottom of the Backup Tab, there is a section called Backup media or file name. It will tell you where the backup is going.

Backup Output

7. Go to that location or path on the server to make sure that it is in fact backing up and backing up to that location.

Backup Location

8. If the location is correct but it’s not backing up, you will have to check the task of the job. Go to Scheduled Tasks. It will say the job name of the backup. Right Click on the job and go to Properties.

9. Now understanding the job command or the run command is a little tricky.

This is what it looks like:

C:WINDOWSsystem32ntbackup.exe backup “@C:Documents and SettingsuserLocal SettingsApplication DataMicrosoftWindows NTNTBackupdataSBS Full2.bks” /a /d “Set created 5/20/2015 at 11:46 AM” /v:no /r:no /rs:no /hc:off /m normal /j “SBS Full2” /l:s /f “C:NT BackupsSBS BackupSBS Backup2.bkf”

Let’s break this down to make this easier to understand what it’s doing….

  • C:WINDOWSsystem32ntbackup.exe —– brings up the NT backup program
  • “@C:Documents and SettingsuserLocal SettingsApplication DataMicrosoftWindows NTNTBackupdataSBS Full2.bks” —– telling the backup program where the selection list is located so it knows what to back up
  • /a —– telling the backup to append
  • /d “Set created 5/20/2015 at 11:46 AM” —– tells the set description or label set of the backup set
  • /v:no —– tells it to verify the backup or not
  • /r:no —– tells it if it needs to restrict access to this tape to the owner or members of the Administrators group
  • /rs:no —– tells it if its a remote storage or not
  • /hc:off —– tells it to use hardware compression, if available, on the tape drive
  • /m normal —– specifies the backup type. It must be one of the following: normal, copy, differential, incremental, or daily
  • /j “SBS Full2” —– specifies the job name to be used in the backup report. The job name generally describes the files and folders you are backing up in the current backup job
  •  /l:s —– specifies the type of log file: f=full, s=summary, n=none (no log file is created)
  • /f “C:NT BackupsSBS BackupSBS Backup2.bkf” —– logical disk path and file name (what the output name is or backup name and location)
    • Other “switches” can be /g, /p, /n, or /t

10. Make any corrections that you need to the task to make sure it works

  • You might need billable approval to do this first

Additional considerations: If this does not correct the issue, re-create the backup job. Make sure you have the same selections, file path, and a similar backup name.

Excluding Files or Folders in Windows NT Backup – KB10391739


Description:  How to exclude files or folders in Windows NT Backup

Common customer description: My NT Backups are failing

Probing questions: When did this issue start?

Steps to isolate: Check the reports in Windows NT Backup

Steps to resolve:

1. Log into the backup server

2. Open the NT Backup console

3. Go to Tools>>Report


  • In this screen, it will show you all the backup jobs that has been done
  • To View the job, click on the selected date and press “View”

4. When you are viewing the job, figure out what the backup job has an issue with. Is it a file? Folder? Log File? Executable file? The Exchange database?



  • In this case, the backup is having an issue with a file called DominqueWEB.docx and the Microsoft Information Store

5. Once you figure out what the errors are, see if they are still even in the server. Follow the path, is the file still on the server? was it deleted? was it renamed?

For the Exchange issue, does the server have Exchange? Is the database mounted or dismounted? Did they migrate to a different email solution (office 365, Google Apps)?

6. Before you can exclude, click the Backup Tab

7. In this example the file was deleted, to exclude the file, follow these steps:

  • Go to Tools>>Options


  • Click the Exclude Files Tab

Exclude Tab

  • Click the “Add new…” button on the top middle (will say Files excluded for all users…)


  • In this part, make sure you know the file location that you need to go to. Click on “Browse…”


  • Browse the the location of the file


  • Now in order to add this file. NT Backup wants you to include a registered file type or file name. If you don’t you will get this error:


  • In this case the file is a .docx so in the custom file max put .docx


If it’s just a folder that needs to be excluded, in the custom file put * or *.*

  • When you are done, click OK. Then click Apply then OK again

8. Let the backup run according to the backup schedule unless you are able to run the backup job at that moment

9. Check on the backups again to see if it completed successfully. If it doesn’t, double check the logs again and make sure that there wasn’t any other errors reporting. If it’s the same issue, double check for other locations and double check to make sure the path is correct.

10. If it completes, watch it for a few days to make sure nothing else is wrong. If you had to bill them for anything, make sure when you close the ticket to put the ticket to “To Be Billed” instead of “Closed”

Additional considerations: If it still fails, you could also re-create the backup job.