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Brightstor ARCserve Backup Error ID: E8604

Posted on 2004-10-12
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Last Modified: 2011-08-18
I changed the administrator's password the other day on our server running Windows 2003 Standard Server. Everything seems to be fine except that our Brightstor ARCserve Backup 9.0 software has failed to start the back up process on its first run since the admin password change.

I'm getting the following error in the back up log...
Error ID: E8604
Failed to start backup (DBNAME=dbaexchis, EC=Invalid user ID or password was submitted. If user ID is an NT domain account, please use Domain\Username.)

In the ARCserve server admin section, I can't seem to change the password for the "caroot" owner. I get the following dialog box error when I try to change the password for the "caroot" owner

"Server DC1 failed to authenticate the user caroot (EC=-1)"

I have a screenshot of the message and area I'm talking about at: www.killyman.com/pwchange_error.jpg

Does anyone know how to change the password? Also, in my Active Directory, I have a user named "dbagent" which appears as a member of the Domain Admins group. I haven't changed the password for the "dbagent" account. Do I need to do that as well?

Help please... :-(
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Question by:killyman
5 Comments
 
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Expert Comment

by:robrandon
ID: 12290379
Try using the following format for the username:
domainname\caroot

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Expert Comment

by:vnicolae
ID: 12291507
caroot is an internal ArcServe account. It is defined and exists only within the program. You have set the password when you have installed ArcServe. You can change it's password to a new one:

1. stop all services by using cstop
2. change the pwd by using authsetup.exe
3. restart the services by using cstart

all files should be found in your installation directory under 'Program Files'


Vlad
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Author Comment

by:killyman
ID: 12328646
Thanks for all the suggestions.

I finally resolved the issue. I think I know how I did it.

In ARCserve's management console, I opened up the existing back up job (by just selecting modify job), but didn't actually modify any details. When I clicked "save job" I was prompted with a "Security and Agent Information" dialog box. Inside that dialog box I had the domain administrator's account and the dbagent's account with the password for both account in asterisk marks *****. See screenshot here: www.killyman.com/securityandagent.gif

I highlighted the dbagent profile and clicked on the Security button to the left. Then I was able to change the password. I saved the changes and the back up jobs have worked again ever since.

I'll recap the chain of events that seem to have led to the back up problem. A little over a week ago I changed the domain administrator's password. I then went into ARCserve's Server Admin area and changed the password for the user account (which has to be the same as the domain administrator). See screenshot: www.killyman.com/adminsettings.gif

Somehow the dbagent password in the ARCserve back up settings was also changed to the new password. But, I never changed the dbagent password in Active Directory on the server. So, by changing the dbagent password back to the original password in the ARCserve back up job profile settings, I was able to run the jobs again.

The only thing that doesn't make sense to me is how the dbagent password in the ARCserve settings got changed to the new password for the administrator. Maybe ARCserve by default updates the dbagent password with the administrator's new password even if you don't actually change the dbagent password in Active Directory?

Thank you all for your help.

Clark
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modulo
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