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waninae39

Retrospect Pro BU Application crashes 100% when backing up a single client

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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

post-46264-0-01707900-1349721580_thumb.png

assert_log.utx

operations-log-for 1O-Oct2012-win7 crash.txt

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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 

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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?

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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

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