waninae39 Posted October 8, 2012 Report Share Posted October 8, 2012 Retrospect Pro BU Application is installed on a Server and it performs daily backups to client machines. The backup files are stored on a QNAP NAS Device. All client machines run either xp pro-64 or win 7 ultimate-x64 Until recently all backups have been running fine. two weeks ago, one client machine running win7 would not backup. When the BU schedule came around to that client machine, the BU would start, after about 30 secs, Retrospect would seem to hang and then Retrospect Pro would crash. the client does not hand or crash. Assertion failure at elem.cpp-1131 the assert_log.utx file show this I looked at the assert_log.utx file and it seems inconsistent in many ways OS: Windows XP version 5.2 (build 3790), Service Pack 2, (64 bit) Application: C:\Program Files\Retrospect\Retrospect 7.7\retrospect.exe, version 7.7.325 Driver Update and Hot Fix version 7.7.3.102 (64-bit) Exception occurred on 01/05/2010 at 1:08:24 AM Error info: Assertion failure at "treefat.cpp-553" the version number listed does not match the version of Retrospect running. the date is wrong the "Assertion failure at" does not match the error message The time stamp on the utx file does correpsond with when retrospect last failed. I searched the KB and can't find this error number. this is a common issue with Retrospect error numbera, the KB is almost useless as they do not document all these cryptic error codes i have also attached the significant part of the operations log file when the win 7 machine last crashed The client is running 7.7.114 the server is running pro 7.7.620 We're getting an consistent endless crashes from just one client machine. No other client machine does this The client machine is other wise working fine. AV and roor kit scan see no issues with the machine. the Retrospect clients has been unistalled and reinstalled, no change is symptoms. Retrospect does see the client machine The machine has been removed from backups as the crash affects all other Retrospect clients. Retrospect has to be manually restarted even though it runs as a service (; The user wants his BU to commence has anyone else seen this issue? any fixes? i have not heard back from support and that is why i am posting this here assert_log.utx operations-log-for 1O-Oct2012-win7 crash.txt Quote Link to comment Share on other sites More sharing options...
waninae39 Posted October 11, 2012 Author Report Share Posted October 11, 2012 do any support people read these posts? i sent them a note, but no reply Quote Link to comment Share on other sites More sharing options...
waninae39 Posted October 12, 2012 Author Report Share Posted October 12, 2012 Feedback from support, Thank you for contacting Retrospect support. A response from the agent can be found below. Your Problem Description: Retrospect Pro BU Application crashes 100% when backing up a single client. all details have been posted inthe forum. [url="http://forums.retrospect.com/index.php?/forum/18-professional/"]http://forums.retrospect.com/index.php?/forum/18-professional/[/url] please advise and also post in the forum so that others can see a soln Agent Response: Looking at the forum post... If the problem only happens when accessing a specific client, you will need to try the following: 1) Try a different backup set as your destination. If the catalog file for your backup set is corrupted, the matching can fail for data coming from a specific client. 2) If the problem happens with multiple backup sets, then try to forget the client from Configure>Clients and add the client again. 3) If you have done #2 and it still does not work, try to uninstall and reinstall the client software. 4) The crash could be caused by a problem reading data from a specific disk on the client. Try to backup a different disk connected to that computer. If the failure only happens when reading from the C: disk, try to isolate which directory Retrospect is copying or accessing on that drive at the time it crashes. You could have a corrupt file inside that directory that Retrospect can not read. Thank you for using Retrospect. The Retrospect Support Team Quote Link to comment Share on other sites More sharing options...
waninae39 Posted October 14, 2012 Author Report Share Posted October 14, 2012 retrospect to have MUCH better error and help info Quote Link to comment Share on other sites More sharing options...
Daniels Posted October 15, 2012 Report Share Posted October 15, 2012 Have you tried uninstalling and reinstalling Retrospect on the server as an assertion error usually means that a file got corrupt and needs to replaced? Quote Link to comment Share on other sites More sharing options...
waninae39 Posted October 22, 2012 Author Report Share Posted October 22, 2012 as posted only one machine was affected. . that one machine was able to kill the server (; that should not be possible under any circimstance.! i was only able to get it working by deleteing the latter machines catalog and creating a new BU catalog for that machine. That took over 10 hours for that machine. the s/w needs to be more rebust to crashed and much beeter error messages that means something Quote Link to comment Share on other sites More sharing options...
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