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ArcServe 12.5 manager console crashes every time you open it

Posted by WCGDS2010 
ArcServe 12.5 manager console crashes every time you open it
June 23, 2011 09:29AM
Hello:
I have a customer with Windows 2008 R2 standard and CA AS 12.5 SP1. Backups complete ok, but they can't open the manager console; it crashes every time. Server has all windows updates, CA AS has all of its updates.

This is what i get on the AS dump logs:
ARCserveMgr Exception Handler Ver 2.0(Re-ordered)
ARCserveMgr Build : 5860
Exception Time : Thu Jun 23 10:49:41 2011
Exception Cause : EXCEPTION_ACCESS_VIOLATION (attempting to _write )
Exception Flags : Noncontinuable exception
Exception Address : 6f271e01h
DLL/Exe that caused GP: C:WindowsSysWOW64mshtml.dll (From STACK Trace)

And this is what i get on app event logs:
Faulting application name: ARCserveMgr.exe, version: 12.5.5860.41, time stamp: 0x4b7fea43
Faulting module name: msxml6.dll, version: 6.30.7601.17514, time stamp: 0x4ce7b8eb
Exception code: 0xc0000005
Fault offset: 0x000012b0
Faulting process id: 0x2260
Faulting application start time: 0x01cc31bcb6b5d477
Faulting application path: C:Program Files (x86)CAARCserve BackupARCserveMgr.exe
Faulting module path: C:WindowsSystem32msxml6.dll
Report Id: 04655f17-9db0-11e0-8cb7-001a64b39ca8

Any help is appreciated.

Thanks,
Will
ArcServe 12.5 manager console crashes every time you open it
June 23, 2011 11:41AM
most likey cause is a corrupt job or queue.
run cstop, rename the subfolder 00000001.qsd, run cstart, open the manager.
If it opens just fine then you can recreate the jobs or if they were saved to disk then they can be reloaded.
ArcServe 12.5 manager console crashes every time you open it
June 24, 2011 10:18AM
Well, i stopped all CA services, renamed folder, started them again (i saw new folder created ok), and it keeps crashing when i open the manager console. The nightly backups are completing ok still.
ArcServe 12.5 manager console crashes every time you open it
June 30, 2011 08:35AM
A corrupt queue &/or job is the only thing I've seen cause this problem.

After the queue is recreated it is empty with no jobs, so it is assumed that after the manager crashed again the original directory was put back.

Check the ARCserve LOG subdirectory for exception logs, and the Windows Event Viewer Application log.

You can try reinstalling ARCserve and just select to retain the current database.
ArcServe 12.5 manager console crashes every time you open it
July 01, 2011 06:45AM
Well, problem still there, and jobs are still completing ok. I'm debating on re-installing or just installing the console at a pc so customer monitors it from there.

Thanks for your input.
ArcServe 12.5 manager console crashes every time you open it
July 01, 2011 07:31AM
seems like a communication break down
you are a professional so stop and think about this
you rename the queue, it gets auto rebuilt, it is now empty, so how can there be any jobs running if it is empty
ArcServe 12.5 manager console crashes every time you open it
July 01, 2011 07:57AM
i don't think the queue folder is corrupted.

this is what i did:
1. stopped services, renamed queue folder, started services, verified new queue folder got created (no jobs in it), opened manager console and it is still crashing before i could recreate jobs.
The log folder has the following expetion log:
ARCserveMgr Exception Handler Ver 2.0(Re-ordered)
ARCserveMgr Build : 5860
Exception Time : Fri Jul 01 09:50:12 2011
Exception Cause : EXCEPTION_ACCESS_VIOLATION (attempting to _write )
Exception Flags : Noncontinuable exception
Exception Address : 70221fa8h
DLL/Exe that caused GP: C:Program Files (x86)CAARCserve BackupGX1142R.dll (From STACK Trace)

This is the event log error:
Faulting application name: ARCserveMgr.exe, version: 12.5.5860.41, time stamp: 0x4b7fea43
Faulting module name: msxml6.dll, version: 6.30.7601.17514, time stamp: 0x4ce7b8eb
Exception code: 0xc0000005
Fault offset: 0x000012b0
Faulting process id: 0x2a6c
Faulting application start time: 0x01cc37fd6f4e74d8
Faulting application path: C:Program Files (x86)CAARCserve BackupARCserveMgr.exe
Faulting module path: C:WindowsSystem32msxml6.dll
Report Id: b82f5898-a3f0-11e0-bcbf-001a64b39ca8

In order to continue having their server backed up, i stopped services, deleted new queue folder, put original queue folder back, restarted services. The server continues to backup ok, but manager console still crashes.
ArcServe 12.5 manager console crashes every time you open it
July 01, 2011 08:11AM
oh, I saw that in some other forum so drop this and follow my suggestions there what ever it was. I've pretty much been the only one answering questions on ARCserve in the various forums, but don't count on it much longer.
my suggestion is to move to the CA Forum.
https://communities.ca.com/
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