New install, a scheduled job fails with error: "Communications are down with the Backup Exec Services" then prompted with Connect to Media Server dialog box

Posted on 2007-10-04
Last Modified: 2013-12-01
Backup Exec 11d build 7170 fresh install with SONY SDX-460V USB 2.0 8mm tape drive.

Client first installed the trial version, liked it and bought the retail. Since then the system seemed to reboot itself whenever a scheduled job at night tried to run. My solution was to update the tape drive (external usb) driver, uninstall backup exec, and reinstall backup exec and apply sp1.

Now trying to backup files and system state on the server Backup Exec is installed on, and 3 other servers that include system state. Agents have been installed on them previously. (Wondering if I need to reinstall agents) Also using AOFO.

Created a job with a policy and selection list and got this. Recreated the job without a policy and got this.

This is: Communications are down with the Backup Exec Services.  Check to see if Backup Exec Services are running on ServerName

Checking services.msc at this point does in fact show that the Backup Exec Server service is not started.

Then I get the Connect to Media Server dialog box. At which point I can log in fine with a domain admin account (the same account that is being used as the service account). The service starts and I can start the job then and it runs fine.

Windows Server 2003 event viewer shows an error that Backup Exec Server service tried to start and failed with 2-3 retries (not at site so can't give event id), however there are no errors giving a reason as to why the service stopped in the first place.

This job needs to be run at a time when no one is available at the building, so no one will be available to login at the prompt and run it manually.

Seemed like a logon issue with the service so to try to fix I've done this:
Clicked on network > connect to media server, then the services button, then the services credentials button
it provides a way to specify what account to use to start the service(s). this being done through Symantec, i would think that all of the correct parameters would get applied to the account you specifed (i.e. logon as service, locally, etc.)

I've added a domain Administrator account to that.  No change on the symptoms.
Question by:boice_net
    LVL 63

    Expert Comment

    1) I would remove and install the latest agents.

    2) I wold make sure that BE is running under the correct user context.

    Please read the Docs and how to do this correctly.

    I hope this helps !

    Author Comment

    Yep. I plan to reinstall the agents tomorrow.

    By make sure BE is running under the correct user context, can you elaborate there?
    LVL 63

    Expert Comment

    BE and the agents run as ervices.

    You need to make sure that the services are running under users that have the correct acces to do the backups properly.

    I hope this helps !


    Author Comment

    Turns out Backup Exec wasn't updated. It didn't even have SP1. So I updated it to SP1 and put the latest hotfixes on after that. Reinstalled the agents on the other machine and the job ran fine. However the verify failed on the Information Store backup.
    I've created another question for this incident here..
    LVL 1

    Accepted Solution

    PAQed with points refunded (500)

    EE Admin

    Write Comment

    Please enter a first name

    Please enter a last name

    We will never share this with anyone.

    Featured Post

    Why You Should Analyze Threat Actor TTPs

    After years of analyzing threat actor behavior, it’s become clear that at any given time there are specific tactics, techniques, and procedures (TTPs) that are particularly prevalent. By analyzing and understanding these TTPs, you can dramatically enhance your security program.

    Are you looking to recover an email message or a contact you just deleted mistakenly? Or you are searching for a contact that you erased from your MS Outlook ‘Contacts’ folder and now realized that it was important.
    The Delta outage: 650 cancelled flights, more than 1200 delayed flights, thousands of frustrated customers, tens of millions of dollars in damages – plus untold reputational damage to one of the world’s most trusted airlines. All due to a catastroph…
    This tutorial will show how to configure a new Backup Exec 2012 server and move an existing database to that server with the use of the BEUtility. Install Backup Exec 2012 on the new server and apply all of the latest hotfixes and service packs. The…
    The viewer will learn how to download and install Comodo Backup on Windows 7. Comodo Backup is another solution for backing up your computer. It is free for local backup and online backup has differing amounts depending on storage required. In my op…

    779 members asked questions and received personalized solutions in the past 7 days.

    Join the community of 500,000 technology professionals and ask your questions.

    Join & Ask a Question

    Need Help in Real-Time?

    Connect with top rated Experts

    14 Experts available now in Live!

    Get 1:1 Help Now