Tag Archives: LiveUpdate

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.

Backup Exec LiveUpdate Error: LU1812 a program that was part of this update failed when it ran – KB10391094

KB10391094

Description:  Tried updating Backup Exec with LiveUpdate but it failed out with error: LU1812 a program that was part of this update failed when it ran

Common customer description: I can’t use LiveUpdate

Probing questions: Was there a recent upgrade of Backup Exec?

Could you use LiveUpdate before?

Steps to isolate: Check previous tickets for any Backup Exec migration/upgrade

Steps to resolve:

1. Find the hotfix or service pack that it wants to install via Google

  • Make sure that it’s from Symantec’s website and that you have the correct Service Pack and/or hotfix x32/x64

2. Download the Service Pack or Hotfix to the desktop of the customer’s server

3. After the download, Symantec saves the the file as a WinRAR file

  • Extract the file on the desktop

4. Run the Service Pack or hotfix installer

  • The installer can take about 5-10 minutes to complete

5. After the installer completes, Backup Exec may not open due to that in order for the installation to complete, a reboot of the server is necessary

  • Contact the customer to see when it’s a good time to reboot the server
  • If the installer successfully completes and you can open Backup Exec, make sure in the About section that the hotfix or service pack did install

6. If the installer fails, you will have to call Symantec at 1-888-780-7962 (press 2 then 1) and have them go over it with you

 

Additional considerations: Refer to Symantec’s article about this: http://www.symantec.com/business/support/index?page=content&id=TECH170556

Backup Exec Job Failed: A Failure Occurred Accessing the Object List – KB10391035

KB10391035

Description:  An alert that Backup Exec failed due to a Failure Occurred Accessing the Object List. This usually happens due to an issue accessing files for the System State

Common customer description: Backups have been failing

Received an email that the backup job failed

Probing questions: Was there recent changes to Backup Exec? The server?

Steps to isolate: Check previous tickets

Check Backup Exec Log

Steps to resolve:

1. Determine if they have Backup Monitoring (This should always be the first step)

  • Backup Monitoring = Not billable
  • No Backup Monitoring = Billable (need approval first)

2. Check the Backup Exec Job Log — gives a little more detail about the failed job

3. Check disk space on the C: and the backup drive — snapshot might have not created properly because of it

 

Check to make sure Backup Exec is fully updated with the latest patches by running LiveUpdate

Backup Exec 20122014

  • Go to the top left corner and click on the Backup Exec Logo

BE Logo

  • Next go to Installation and Licensing >> LiveUpdate

LiveUpdate

Backup Exec 2010

  • Go under the tab called Tools, LiveUpdate is near the bottom

LiveUpdate 2010

  • Follow onscreen Instructions (pretty simple — just click next and let the update search and find the updates and install them)
    • If there are updates/hotfixes, please make a note of which ones that you have installed in your ticket
  • Depending on what updates were installed, the server will require a reboot. Call the customer and schedule a reboot of the server.
    • If the Backup Exec program requires an update, the backups will NOT run according to the schedule anymore until the server is rebooted. Have the server rebooted as soon as possible.

 

Check the credentials that the backup job is using

Incorrect credentials can cause a job failure. Backup Exec needs to have the Administrator account or an account that has administrative permissions such as beadmin

 

Re-create the Backup Job

If the jobs report the System State as corrupted. Try excluding it from the backup job to see if it still fails or not (most likely it won’t)

If the backups were successful, try re-creating the same backup job/selection. It’s possible that the old list was corrupted.

Once that is made, let the backups run according to schedule

  • If it completes, use this new job
  • If it fails, run the debugging tool

 

Run the debugging tool that is pre-installed with Symantec

Backup Exec 2012/2014

  • Backup Exec button>>Technical Support>>Collect Debug output

Backup Exec output

  • On the top where is says “Capture,” click on the arrow for the drop-down menu

Capture menu

  • Select “Job Engine, Agent for Windows, Agent Browser”

Select

  • Let the backups run according to schedule
  • If it fails again due to the same issue, go to Backup Exec button>>Technical Support>>Collect Debug output and say “Stop Capturing” and deselect the options
  • To get the log file, go to C:Program FilesSymantecBackup ExecLogs
    • Look for [Server Name] – bengineXX-X.log
  • Contact Symantec, have them work on it with you. Since you have the debugging logs now, they can easily look at it and determine if anything is wrong

Backup Exec 2010

  • Go to Tools>>Support Utilities>>Run the Debug Monitor for active debugging
  • Leave the defaults as they are
  • Debug Monitor Console must be kept running for it to continue to collect debug output
  • Let the backup jobs run according to schedule if the fail due to the same issue, go to Tools>>Support Utilities>>Run the Debug Monitor for active debugging
  • Stop the bebug capture and deselect the options
  • To collect the logs, go to C:Program FilesSymantecBackup ExecLogs
    • Look for [Server Name] – bengineXX-X.log
  • Contact Symantec, have them work on it with you. Since you have the debugging logs now, they can easily look at it and determine if anything is wrong

4. 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)

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

Additional considerations: Symantec’s number is 1-888-780-7962 (Press 2 then 1)