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Symantec Backup Exec 12 user interface stops responding

Posted on 2009-03-29
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Last Modified: 2013-12-13
We have been using Symantec Backup Exec 12 for some time on our servers, and about two weeks ago the user interface would stop responding whenever you tried to open it.
I have absolutely no idea where to even start troubleshooting this, so any advice would be handy.

The system is running Windows 2003 Server

If you need more info please specify what you would like to know and i can find it.
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Question by:ictdoulos
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11 Comments
 
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Accepted Solution

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Quetzal earned 500 total points
ID: 24012256
Make certain that all of the Backup Exec services are running (services.msc).  If they are not, try starting each manually.  You may notice a "logon failure" for some service(s).  Edit the service and re-enter the logon credentials if needed.

If this fails, simply uninstall and re-install BE.  If you are on maintence, then upgrade to 12.5 when/if you do this.
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Author Comment

by:ictdoulos
ID: 24015288
the services are all running fine, an restarting them has no effect,

will my current backup jobs be lost if i uninstall and reinstall?
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Expert Comment

by:Quetzal
ID: 24017969
If you have a relatively small number of jobs and the selection lists are not complex, it's probably just as easy to recreate the jobs.

Save a copy of %windir%\besernum.xml to keep a copy of all your BE serial numbers.  Save copies of the Catalog and Data folders under Program Files\Symantec\Backup  Exec.  Reinstall BE, get the tape drivers installed, serials reentered etc.  Exit BE.  Stop all BE services.  Rename the new Catalog and Data folders (blah old) and copy back the previous copies.  Start all BE services.  Start BE.

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Author Comment

by:ictdoulos
ID: 24019068
the reason i ask is that we do have a fairly elaborate collection of jobs running, and this is an inherited system, so i have no idea of the intricacies
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Expert Comment

by:Quetzal
ID: 24020638
If BE is under maintenance, tech support will walk you through the process.
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Author Comment

by:ictdoulos
ID: 24035952
Further information which may add some clues: consistently when the server is restarted then the Backup Exec client will work without problems.  The last time I rebooted it only worked for the first day and then stopped working. Having just rebooted the server I will monitor it a bit more closely.  Any ideas of what I should look out for, or which logs I should monitor?
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Expert Comment

by:Quetzal
ID: 24071351
With server restart, BE UI works for some period of time, then stops.  When UI is then not working, all BEservices are still running and restarting them has no effect.  In essence, the current workaround is to reboot the server.

I think the BE reinstall is the next step.
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Author Comment

by:ictdoulos
ID: 24071448
Backup Exec was upgraded to 12.5 over the top of 12.1.  The same problem is still occurring.  The next step I see is to uninstall and then install afresh.
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Expert Comment

by:Quetzal
ID: 24071520
I agree.  Symantec tech support can walk you through steps to preserve the BE catalogs and database so that you do not need to recreate your jobs.  But a clean uninstall and re-install does seem to be in order.
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Author Comment

by:ictdoulos
ID: 24076008
The solution ended up being a reinstall of Backup exec, along with an upgrade to 12.5
It all went without a hitch, and the backups are up and running again

Thanks for your help
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Author Comment

by:ictdoulos
ID: 24371265
Uninstalling and reinstalling solved the problem, however it was not simply a matter of using the Symantec uninstaller.  We uninstalled it, we dropped the SQL database, we deleted all registry entries and removed any trace we could find of it.  Then finally it worked again.
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