View source for Source:Troubleshooting BSR Pro for Windows/en

<noinclude><languages /></noinclude>

==BSR Pro for Windows== 

=== BSR Pro error codes===

When performing a BSR Pro backup or restore, the procedure might fail due to different reasons. The following list may be of help to understand the BSR Pro error codes.
*'''e0040002''': There is a BSR Pro backup or restore currently running; simultaneous operation of more than one BSR Pro backup or restore process is not supported.

=== BSR Pro installation stops with a message: ''A new version was found. An update is not necessary.''===

'''Problem'''
*BSR Pro installation fails with a message, such as: ''A new version was found. An update is not necessary.'' This happens when the installation procedure has found another installed version of the BSR Pro (or the original program ''DiskImage'' from O&O).

'''Possible cause'''
*In the past, the BSR Pro or O&O DiskImage was already installed manually.

&rArr; '''Solution'''
*If you want to keep the currently installed version, you have to perform the SEP sesam installation without the BSR Pro. Otherwise the currently installed BSR Pro version has to be uninstalled and then the SEP sesam installation together with BSR Pro has to be performed again.

=== BSR Pro fails to update during silent SEP sesam update===

'''Problem'''
*BSR Pro is not updated when you update a SEP sesam '''Server''', '''RDS''' or '''Client''' component including BSR in silent mode, e.g. via the powershell command line:
 sesam-cli-5.1.0.3-windows.x64.exe -Wait -Verb runAs -ArgumentList '/s',/v"/quiet /lvoicewarmup \"C:\tmp\sm_msi_update.lgc\""

'''Cause'''
*BSR Pro is installed with own MSI installer and cannot be included automatically in a chained installation. During a manual update using the installer EXE, or during the remote update installation via the SEP sesam GUI (<tt>sm_update_client</tt>) BSR Pro will be updated normally. During the silent installation the update of BSR Pro is not performed.

&rArr; '''Solution'''

To update the BSR Pro you can perform one of the following:
*Use the regular GUI-based update which also includes the updated version of BSR Pro.
*Use the SEP sesam GUI (<tt>sm_update_client</tt>) update which also includes BSR update.

=== BSR Pro backup fails due to snapshot backup issue===

'''Problem'''
*BSR Pro backup fails with ''BSR Pro unknown return code (0X1)''.

'''Cause'''
*On some Windows OS (e.g., Windows Server 2012) you may receive a "volsnap" error in the Windows Event log: ''Event ID 25: The shadow copies of volume C: were deleted because the shadow copy storage could not grow in time. Consider reducing the IO load on the system or choose a shadow copy storage volume that is not being shadow copied''.<br />
This error indicates that the source drive is experiencing a high IO load, which caused VSS to fail and deleted the shadow copy snapshot, as a result causing a BSR Pro backup failure.

&rArr; '''Solution'''
*You have to reduce the IO load on the drive being backed up or configure VSS to use a different drive with more available space (and less load) and ensure that there is sufficient storage space to create and maintain shadow copies. You may want to allocate a separate volume on a separate disk for storing shadow copies, as recommended by Microsoft, to improve performance and eliminate the possibility to delete the shadow copies due to a high I/O load.<br />
For details, see [https://blogs.technet.microsoft.com/csstwplatform/2009/09/15/volume-shadow-copy-volsnap-event-25/ Volume Shadow Copy Volsnap Event 25]. See also the following Microsoft article: [https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-server-2008-R2-and-2008/cc734469(v=ws.10) Event ID 25 — Diff Area Integrity]

=== No savesets nor clients exist in SEP sesam after clicking ''Execute BSR Pro Quick-Start'' option===

'''Problem'''
*The list of available save sets at the SEP sesam Server remains empty.

'''Possible cause'''

This error typically occurs when the connection to the SEP sesam Server cannot be established due to any of the following:
#Problem with name resolution: SEP sesam Server hostname is not known to client, name to IP or IP to name (reverse) resolution is not correct.
#The client's name (typically a new host is set up in case of disaster recovery with new IP) cannot be resolved at the SEP sesam Server.
#Wrong server name (a fully qualified domain name (FQDN) may be required).
#When booting from PE, it may take a little longer until the savesets appear (30-45 seconds).

&rArr; '''Solution'''
<ol><li>Check your name resolution on client and SEP sesam Server. Both names must be resolved, the client IP must be resolved to the client name, and SEP sesam Server must be reachable (check the route to it – FQDN may be required to reach it). For reference, see [[Special:MyLanguage/How_to_check_DNS_configuration|How to check DNS configuration]]. If the resolution in your network does not work as expected, there might be issues with IPv6 and IPv4.</li>
<li>Add the client's name to the name resolver or add it to the <tt>/etc/hosts</tt> on SEP sesam Server, or use the <tt>GLBV gv_stpd_auth NONE</tt> to disable the IP name to IP address check on SEP sesam Server; in the latter case, open a shell on the SEP sesam Server and execute the command below. This command enables you to contact the SEP sesam Server even if the reverse name resolution does not work on the new client.</li>
<pre> sm_glbv w gv_stpd_auth NONE</pre>
<li>Specify the SEP sesam Server with the FQDN. Open the ''BSR Pro Settings'' -> tab ''Security'' and in the ''Authentication'' table check the settings. Under the ''Network path/server'', a valid '''''sesam:{server}''''' name or '''''interface''''' must be specified.</li>   
Examples: 
<pre> ''Network path/server''                      ''Port''
 sesam:http://sep_server.mydomain.com   11000
 sesam:sep_server2                        11001</pre>
{{note|Only the first entry is used to fill the list of available savesets!}}</ol>

=== OODIAG crashes during the creation of the BootISO ===

'''Problem'''
* If you try to create a boot ISO with the BSR Pro on a system where the volumes are dynamic volumes, then the OODIAG service cored under certain circumstances.

'''Possible cause'''
* Problem is apparently the system volume. Possibly it is related to the dynamic volume.

&rArr; '''Solution'''
* Install a newer SEP sesam version with BSR Pro.
* If possible, do not use dynamic volumes.

=== VSS snapshot for the system volume does not work===

'''Problem'''
*Typically, VSS is used by default to log changes in data so that unchanged data is included in the backup. But on some systems the VSS snapshot for the system volume does not work.

&rArr; '''Solution'''
*Start ''SEP sesam BSR Pro'' with the option <tt>-a snap=snapshot</tt>. This option creates a special snapshot that does not involve the Microsoft VSS Writer: data changes are logged using the installed filter driver to include the unchanged data in the backup.
 Usage: -a snap=vss|snapshot
 where <vss> is default

=== It is not possible to get the error-log for a failed restore in a PE ===

'''Problem'''
*Disk full while accessing X: because dump is written to it.

'''Possible cause'''
*The LOG is getting too big because it is constantly being written on.

&rArr; '''Solution'''
*Open the registry in the command shell by using ''regedit''.
*Add the following reg-key:

 [HKEY_LOCAL_MACHINE\SOFTWARE\O&O\O&O DiskImage\<version>]
 "DumpFilePath"="E:\\DUMPS\\"

*After the change the LOG is written to the path {{path|E:\DUMPS}}.

=== SEP sesam uninstallation of the BSR Pro component fails===

'''Problem'''
*Uninstallation of the ''BSR Pro'' component fails and leaves invalid registry entries behind.

&rArr; '''Solution'''

*After a failed uninstallation, the uninstaller information is probably corrupted and you have to get rid of any potentially harmful registry leftovers to ensure normal operation of SEP sesam. There are two possible ways to deal with failed uninstallation leftovers.
<ol style="list-style-type:upper-roman">
<li>The best way to uninstall these components is to use the installer; you should first reinstall ''BSR Pro'' in order to repair it, and only then uninstall it again.</li>
{{Tip|After a successful and complete uninstall of the ''BSR Pro'' component, the keys listed below (see registry entries) should no longer exist. If any of the listed keys is still present, it can be deleted manually as described in the next procedure.}}
<li>If the procedure above cannot be successfully applied, you have to manually remove the ''BSR Pro'' installation.</li>
{{note|The following steps describe how to modify the registry. If you modify the registry incorrectly, serious problems might occur. If you are not sure about what you are doing, we recommend that you contact ''SEP support'' at [mailto:support@sep.de support@sep.de] for assistance.}}
<ol><li>In the ''Start menu/Search box'', type '''regedit''' and click '''Enter'''. The ''Windows Registry Editor'' window opens.</li> 
<li>Delete the registry entries:</li> 
<pre> HKEY_LOCAL_MACHINE\SOFTWARE\O&O\O&O DiskImage
 HKEY_LOCAL_MACHINE\SOFTWARE\O&O\O&O LiveUpdate\SEP sesam BSR Pro</pre>
</ol></ol>

=== {{anchor|firewall}}BSR Pro backup fails with a connection error ===

'''Problem'''
*BSR Pro backup may fail with one of the following errors due to blocked network connection to SEP sesam Server:
 script processing failed:
or
 (Status: ERROR 425 Can't open data connection. WINSOCK: Connection timed out. (0x274c,10060)
or
 Port negotiation failed. (10038)

'''Possible cause'''
*Windows Firewall is preventing or blocking your connections.

&rArr; '''Solution'''
*Check the Windows Firewall rules on the SEP sesam Client with BSR Pro. If the firewall rule applied during SEP sesam installation is no longer valid, create an exception for ''oodiag.exe'' to allow connection through the firewall. For details on how to configure this firewall rule, check the ''Prerequisites'' in the [[Special:MyLanguage/SEP_sesam_BSR_Pro_–_Backup_Configuration#firewall|SEP sesam BSR Pro – Backup Configuration]].

<noinclude>{{Copyright}}</noinclude>