Creating and Managing a Support Case

October 15, 2014, 6:21 pm

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I need a solution

Hello All,

 

I previously posted this to  an existing and unrelated forum thread  as I could not find out how to create a new one.
I think I am now creating a new one?
 

Hopefully this is seen by a  Symantec Employee and perhaps my comments here will get some attention.

The issue(s)
There is something seriously wrong with the web based support CASE mechanism.

Firstly
Whenever I log in to the site and whatever I am trying to do -  Create a case or Manage  or update a case, I am asked every time to enter this "One Time  information" with the details of me and the company etc.

it is not a "One time information" scenario it should be called an "Every time information" scenario.
is anyone looking into this as I have raised it with people several times before.

Secondly

it seems to be impossible to access a case already created,
I go through the "First time Information" and enter all the details in the form on the right of the page and enter the existing case number.

it then creates another case with a new case number for me.

Is there something hidden that I cannot see?  or is this functionality disabled? It does not seem logical to create yet another case?

Please can you advise urgently.

I received a "NO reply" email from the support person advising me that a plan of action had been added to my case and I Cannot see it because I cannot access the case, I also cannot reply to this email.

Here is the email:
 

Dear Peter

A Plan of Action (POA) has been added to case 07475741 BACKUP - DUPLICATE JOB - MOUNT ERROR. Please login via My Symantec to see details .

***NOTICE: This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed and may contain information that is non-public, proprietary, privileged, confidential, and exempt from disclosure under applicable law or may constitute as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication.***

Disclaimer: By submitting this information you agree you are authorized to provide this data for processing in accordance with the Privacy Policy :http://www.symantec.com/about/profile/policies/privacy.jsp

My details are:
Peter Bate of Gresham Computing
email: pbate@gresham-computing.com
tel  Home: +61 7 32001132
Tel Office +61 7 32001784
Skype:  Peterbate2

I am available 24 X 7

Please help me.
 

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Backup Exec 2012: RAWS licenses

October 15, 2014, 6:59 pm

≫ Next: error 0xe000035e - The Backup Exec Agent for Microsoft Exchange was not used to create the last full backup of this database

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Hi,

 

I've taken over a couple of backup servers (single BE Server solutions in each case)and am trying to find out about the lcienses for backing up remote servers as I want to add another couple of backup jobs to cover missed servers. How can I find out via the backup exec Server software if I have enough RAWS licenses to cover this? I have a physical BE Server and a Virtual BE Server running on VMWare.

Many Thanks.

error 0xe000035e - The Backup Exec Agent for Microsoft Exchange was not used to create the last full backup of this database

October 15, 2014, 10:20 pm

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I need a solution

 I have a BE2010 R3 running in a production environment.

Yesterday I made a test environment to check If it's Ok to recover from a disaster.

When AD+EX2010 prepared in the test environment, I switched BE to that and did some databases recovery from a latest full backup. 

When I switched BE back to production environment to continue Exchange daily differential backup, Errors occured.

error "0xe000035e - The Backup Exec Agent for Microsoft Exchange was not used to create the last full backup of this database. You must use the Exchange Agent to run a full backup before you run a differential or incremental backup"

These errors appeared to those databases I have ever recovered.

How come?

I have looked thruough KBs and seemed no article was suitable for my case.

Agent SQL from Backup Exec 2014

October 15, 2014, 11:06 pm

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hi 

We need help now purchased BE2014 with SQL Agent for windows. The question is how to deploy SQL agent and see my server and be able to directly support the Db and I am doing the Db backup like a file system. 

I would like to have information on how to perform this configuration Console Aguiar tubiera BE2014 or a manual on how to do the configuration. 

In advance thanks for your help. 

greetings

Writing deduplicated data to tape

October 16, 2014, 4:29 am

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Hello.

I have a short question about BE 2012.

There are data, that I have deduplicated by Windows Server 2012 Standart(File and Storage Services -> Volumes -> Configure Data Deduplication).

What will result if I write this data to tape by Symantec Backup Exec? Will this information restored to it original form before it will be writed?

I have figured out, that I have got the e000fe36 error because this windows-deduplication was running at the same time.

Now I am thinking about to use the windows-deduplication, but at time, when I haven`t a write to tape job.

Do anybody know, how would this work?

 

Thanks a lot

Robotic Tape Library Simulator

October 16, 2014, 5:26 am

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Hi All,

           Am Planning to work on Robotic Tape Simulator, that can be used in Symantec Backup Exec 2012/2014. Does anybody know any software where Robotic Tape Library can be created.

I tried working on Firestreamer and Startwind but of no use. It shows only Drives and not slots. I need a software where in Backup Exec i can configure it as a Robotic Tape Library. Kindly Suggest.

 

I tried working on the below mentioned softwares, but hasn't got any solutions.

 

1. Firestreamer

2. Nexenta

3. Starwind

4. StarBurn.

 

Advanced Thanks .

 

Backup Exec Server still thinks a remote agent is installed

October 16, 2014, 6:41 am

≫ Next: is it necessary to back up swap discs of VM server ?

≪ Previous: Robotic Tape Library Simulator

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I've had a number of VM servers which had the agent installed, but don't really need it.  To simplify things I've been uninstalling the agent where it was not needed.

The media server still shows that there is an agent upgrade needed.  Is there a way to force a re-check or something?  Or am I going to have to remove the server and re-add it?  or... something else?

 

Thanks

is it necessary to back up swap discs of VM server ?

October 16, 2014, 8:47 am

≫ Next: Disk selection in device pool

≪ Previous: Backup Exec Server still thinks a remote agent is installed

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Hello !

I create a VM 2012 R2 on VMWare with 2 disks :

1 for the sytem.

1 for the swap.

Is it necessary to backup the swap ? what is the concéquence if we not backup it ?

Nicolas.

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Disk selection in device pool

October 16, 2014, 8:54 am

≫ Next: Diff backups fail due to server outage

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No

I need a solution

My storage pool containing 3x2TB disks shows as Disk A being full with 0 left. Which is fine, I expected that. However I also expected that rather then throw me countless erros ~ that BE would simply just 'carry on' using Disk B and then when that's full, Disk C and so on. As by the time Disk C would become full - data would be expired/recycled from Disk A / I think you get the idea.

How can I make BE behave in such way? I don't seem to be able to edit anything with the storage pool itself.

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Diff backups fail due to server outage

October 16, 2014, 8:57 am

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http://www.symantec.com/docs/HOWTO98909 includes the following note:

"In a backup definition that includes a differential task, all of the backup tasks must use storage devices that the same Backup Exec server can access."

I know this to be true because we got bit by it when we had a backup server failure.  But why are the other backup servers not allowed to cover for the failed server?  It seems like an arbitrary requirement.  Clearly, any server could itentify and back up data with the archive bit turned on but for some reason, the design of BE requires that it be backed up by the same server that did the FULL backup.  Dumb dumb dumb...

duplicate tape to disk

October 16, 2014, 9:03 am

≫ Next: Backup Exec 2014- catalog/media option.

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No

I need a solution

What is the process to duplicate a Tape to a Disk?

 

Thanks

JH

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Backup Exec 2014- catalog/media option.

October 16, 2014, 9:36 am

≫ Next: BE 2014: Create report to pull tapes based on date and media set ?

≪ Previous: duplicate tape to disk

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hello,

where can find the Catalog configuration as well as the media label? I want to set a preset media label name and everytime i catalog a new tape it would use that preset. How can configure media to go to a default media set after i catalog it? thank you for all your help in advance.

BE 2014: Create report to pull tapes based on date and media set ?

October 16, 2014, 12:46 pm

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≪ Previous: Backup Exec 2014- catalog/media option.

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Hi,

Been trying to figure this out for a few days now and have not had any luck.

We have Backup Exec 2014 Sp1, We backup to a Dell tape library that holds up to 28 or so tapes and in this we backup about 40 or so servers. Every Friday we have a "media set" that runs full backups on all servers.

What I would like to do is come in Monday, run a report to get a list of all tapes that was used on "Friday full backup Media Set" to be able to pull these tapes to send off site. If I need to set the date manually, fine but, I want to run the report just to know all the tapes that were used in that "media set"

I'm sure this is possable in reporting but, I am just not sure on how to create the report to do this.

Can anyone help ?

If you can, thank you !!!!

install AWS fails

October 16, 2014, 5:36 pm

≫ Next: Ao catalogar as fitas em uma Library são solicitadas todas as fitas que foram ejetadas

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No

I need a solution

I'm even unable to install manually on a 2012 R2 Server. I copied the RAWS locally to the desktop under an admin account. Ran as admin, no luck. I have also installed the C++ V11 separately and restarted the server. Thoughts?

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Ao catalogar as fitas em uma Library são solicitadas todas as fitas que foram ejetadas

October 17, 2014, 6:45 am

≫ Next: Error on SBS2011, useing BE 2010 R3: A Failure Occured Querying the Writer Status

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Olá amigos.

Estou com o seguinte problema em meu Backup Exec 2012 (Version 14 Rev 1798).

Possuo um Tape Library IBM TS3100 e nele eu carreguei as fitas novas (vazias). No Backup Exec criei os jobs e automaticamente foi feito os backups em fitas.

Os jobs que gravavam em fita permitiam o "Infinite - Allow append" e com uma retenção "Keep Data for 1,5 years".

Uma das minhas fitas ficou cheia, então eu associei ela ao "Retired Media Set" e ejetei a fita pelo próprio Tape Library.

Hoje tive um problema na gravação de algumas fitas e resolvi Inventaria e Catalogar o Tape Library. O erro que obtive foi esse: 

The query for media sequence number 1 of this media family was unsuccessful.
Ensure that all media in the family have been inventoried and cataloged.

Porém, durante o inventario das fitas foi me solicitado que eu inserisse a fita já ejetada.

O problema é que a fita já ejetada está em um cofre fora da empresa e eu não gostaria de ter que ficar com elas todas as vezes que fosse inventariar e catalogar. Não é seguro eu manter no meu domínio as fitas ejetadas por causa dessa operação.

Existe algo errado no procedimento que adotei para ejetar as fitas? 

Todas as vezes que eu for inventariar e catalogar o Tape Library terei que inserir as fitas já ejetadas?

Eu deveria ter exportado as fitas antes de ejetar?

Fico no aguardo.

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Error on SBS2011, useing BE 2010 R3: A Failure Occured Querying the Writer Status

October 17, 2014, 7:47 am

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Hi,

one of our customers is using a VERY slow SBS 2011 with BE 2010 R3. Sometimes, about every third incremental update, he gets this error:

Sichern
V-79-57344-65233 - AOFO: Initialisierung fehlgeschlagen: "\\SERVER\Microsoft Information Store\Mailbox Database". Advanced Open File Option verwendet: Microsoft Volume Shadow Copy Service (VSS).

Fehler im Snapshot-Provider (0xE000FED1): Beim Abfragen des Writer-Status trat ein Fehler auf.

Ausführliche Angaben finden Sie in der Windows-Ereignisanzeige.

Verfassername: Exchange Server, Verfasserkennung: {76FE1AC4-15F7-4BCD-987E-8E1ACB462FB7}, Letzter Fehler: Es liegt eine Zeitüberschreitung des VSS-Verfassers vor (0x800423f2), Status: Fehler während des Sperrvorgangs (9).

I searched in this forum and your knowledge base but found nothing matching exactly this errors. I also found some links in the forums to articles no longer existing. Also Rebooting, as mentioned in many articles with similar problems, does not help. It was also mentioned to look into the windows event monitor. There are no real errors but the one from Backup Exec with ID 34113 witch states basically the same as the error message above.

I also used the command line to see if there are errors in the Exchange VSS Writers. But there are "no error" and status "stable" everywhere.

Probably the server is so slow while backup that it takes to long to react to the attempted usage of the VSS-Writer? But is it possible to let the system retry until it works? Because sometimes it's working, sometimes not. So it seems to be more of a random coincidence when server load is too high.

We are running out of ideas and the customer is running out of time. He wants to get a ISO certificate which includes a working backup system. The pre-reviewer already said: "With this problems in your backup process you wont be able to get the certificate".
 

I hope you can help me with some ideas what to do.
 

Thanks!

backup exec

October 17, 2014, 9:39 am

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In version 2012 of BE I have 6 jobs backup different servers associated with a support group and repeatedly after completing some of the 6 jobs backup tape switches to support group "cleaning media" and the jobs of take a new tape backup and need to all go backup jobs on the same tape, Someone Special know why this happens and how to fix ??

backup exec

October 17, 2014, 9:44 am

≫ Next: BE 2010 Low hardware compression on one day only

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I want to know which table BEDB database are saved selection lists corresponding to a backup job, the above in order to cross this information with an SQL table where the files are saved to make a base data and ensure that the selection list is equal to the BE SQL table ??

BE 2010 Low hardware compression on one day only

October 17, 2014, 9:49 am

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We are running BE 2010 with a LTO-2 Dell PowerFault 110T.  We have a daily backup running using hardware compression.  On Wednesdays, the backup fails because the tape runs out of room.  It appears the tape is only running with a 1.1:1 compression ratio.  All of the other daily tapes run with around a 1.6:1 ratio.  I've replaced the tape twice with new tapes and had the same result.  

The server is running 2008 R2, is our DC and AD controller, it is the only active server on the domain.  I've changed all scheduled tasks to the weekend, as far as I can tell from Event Viewer the server isn't running any other tasks that would cause the compression to slow.

We have McAfee SonicWall Enforced Client AV that's running Wednesday nights that could potentially cause this error, however this is a recent occurance.  What could be causing the compression to fail on one day only?

Thanks,
Steve

Backup Exec Management Service Won't Start

October 17, 2014, 9:51 am

≫ Next: Catalogs and repercussions

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We've got BE 2012 installed and after rebooting the servers this morning, Backup Exec won't open. It prompts me to connect to a BE server when launching it but I can't even login. If I look at the services, the BE Management service is stopped and won't start? Everything, including backups, worked fine last night so I'm not sure what the issue is.