Tag Archives: Backup Exec

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

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

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

Installation

On Backup Exec 2010 and earlier versions

  • Go to Tools

Tools

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

Install

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.

List of Current Backup Exec Hotfixes and Service Packs – KB10392089

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)**

Attatchments

 

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)

Hotfixes:
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)

Hotfixes:
138520 (N/A)
141388 (N/A)
155482 (https://support.symantec.com/en_US/article.TECH155482.html)

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 (https://support.symantec.com/en_US/article.TECH135380.html – 32-bit)

Hotfixes:
135955 (N/A)
138208 (N/A)
136430 (N/A)
141389 (N/A)
142707 (https://support.symantec.com/en_US/article.TECH142707.html)
139590 (https://support.symantec.com/en_US/article.TECH139590.html)
153394 (https://support.symantec.com/en_US/article.TECH153394.html)
153395 (https://support.symantec.com/en_US/article.TECH153395.html)
160050 (https://support.symantec.com/en_US/article.TECH160050.html)
157584 (https://support.symantec.com/en_US/article.TECH157584.html)
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)

Hotfixes:
138449 (https://support.symantec.com/en_US/article.TECH138449.html)
153396 (https://support.symantec.com/en_US/article.TECH153396.html)
141624 (N/A)
138851 (https://support.symantec.com/en_US/article.TECH138851.html)
138747 (N/A)
141686 (https://support.symantec.com/en_US/article.TECH141686.html)
162860 (https://support.symantec.com/en_US/article.TECH162860.html)

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 (https://support.symantec.com/en_US/article.TECH143670.html)

Hotfixes:
150096 (https://support.symantec.com/en_US/article.TECH150096.html)
144101 (https://support.symantec.com/en_US/article.TECH144101.html)
148347 (https://support.symantec.com/en_US/article.TECH148347.html)
153090 (https://support.symantec.com/en_US/article.TECH153090.html)
147674 (https://support.symantec.com/en_US/article.TECH147674.html)
155520 (https://support.symantec.com/en_US/article.TECH155520.html)
154003 (https://support.symantec.com/en_US/article.TECH154003.html)
159293 (https://support.symantec.com/en_US/article.TECH159293.html)
162839 (https://support.symantec.com/en_US/article.TECH162839.html)
164733 (https://support.symantec.com/en_US/article.TECH164733.html)

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 (https://support.symantec.com/en_US/article.TECH208828.html)

Hotfixes:
212812 (https://support.symantec.com/en_US/article.TECH212812.html)

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 (https://support.symantec.com/en_US/article.TECH212772.html)

Hotfixes:
215906 (https://support.symantec.com/en_US/article.TECH215906.html)
216746 (https://support.symantec.com/en_US/article.TECH216746.html)
217347* (https://support.symantec.com/en_US/article.TECH217347.html)

*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 (https://support.symantec.com/en_US/article.TECH225093.html)

Hotfixes:
227745 (https://support.symantec.com/en_US/article.TECH227745.html)

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.

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

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

Mailbox

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

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.

 

Backup Exec shows an alert saying “Please insert overwritable media” – KB10391375

KB10391375

Description:  Looked at the Backup Exec console it it says an alert to insert overwritable media

Common customer description: Why is it asking me this?

Probing questions: Do you have a schedule for the tapes?

Did you insert a tape in?

Steps to isolate: Check the Storage Tab or the Device Tab – it should say a tape name if there is a tape and if there is not, it will say no media

Steps to resolve:

The most common reason for this alert to appear is that they forgot to insert a tape into the drive (RDX drive, Robotic Library)

1. Call the customer to inform them that they are missing the tape and if they can insert the tape at a convenient time

2. When they have inserted the tape, the backup might start to work. If it doesn’t, you might have to respond to the alert with OK

3. Confirm that there is a byte count

4. Let the backup run and see if it completes

5. Monitor the backups for about a week. We want to make sure that the backups can consistently run successfully and/or complete with exceptions (exceptions can be for many reasons) during that week. If the backups fail within that week period, work on the backups again and continue to monitor the backups for another week (again we need to have a week of consistent successful backups)

6. If the backups completed successful for a week, you can close the ticket

Additional considerations: If this does not correct the issue, check to see if the tape is appendable or overwrite protected. If it is, you will have to change the settings for this and make this a scratch media. If you need further assistance, please call Symantec at 888-780-7962 (Press 2 then Press 1)

Adding a Drive to an Existing Storage/Device Pools in Backup Exec – KB10391296

KB10391296

Description:  Adding a device to an existing storage pool so the backups can start backing up to it

Common customer description: How do I add the device to the pool?

Probing questions: Do you have the external device ready to plug in?

Steps to resolve:

Backup Exec 2012/14

1. Go the the Storage Tab

2. Find the Storage Pool

  • In this case its the WD Disk Pool

Disk Pool

2. Right-Click on the Pool and click Details

Details

3. Click on Add on “Storage devices that belongs to the pool”

Add Device

4. Follow the on-screen instructions

  • Try to follow the same device name and guidelines like the other disks in the pool

Backup Exec 2010

1. Go to the Devices Tab

2. Click on the Device Pool

  • In this case, its called All Devices (SERVER2011)

Device Pool

3. Right-click on the device pool and say Add Device…

Add Device

4. Follow the on-screen instructions

  • Try to follow the same device name and guidelines like the other disks in the pool

 

Additional considerations: If you are struggling to add the device, call Symantec at 888-780-7962 (Press 2 then Press 1)