Affected Builds

AppAssure 5.3.3.x

Introduction

This article describes a potential error when performing a mountability check in AppAssure 5.

Description

The following error appears when performing a mountability check.

Mountability Check Failed Exception: Mail store ‘C:\Program Files\Microsoft\Exchange Server\V14\Mailbox\Mailbox Database 0000241996\Mailbox Database 0000241996.edb’ is not mountable. Error: ‘Error opening database. Jet returned error code -1022, Error closing database, Error opening database. Jet returned error code -501, Database cannot be mounted’

* Mountability Check Error Exception: Mandatory database file was not found at the specified destination: C:\ProgramData\AppRecovery\MountPoints\9f2049a2-1e09-4433-aaf0-6e721517a8de\C__\Program Files\Microsoft\Exchange Server\V14\Mailbox\Public\Public.edb

Solution

To resolve this issue, complete the following steps.

1. Open the affected Core.
2. Suspend all transfers.
3. Allow all running/current Exchange mountability checks to complete.
4. Ensure all mounts are dismounted.
5. Stop the Core Service.
6. Stop the AAVDisk and AAVStor drivers.
7. Extend the AAVDisk and AAVStor driver NetworkTimeout to 600000 (dec). These values are located at HKLM\SYSTEM\CurrentControlSet\Services\AAVdisk\Parameters\ and HKLM\SYSTEM\CurrentControlSet\Services\AAVStor\Parameters\.
8. Start the AAVDisk and AAVStore drivers.
9. If the drivers start, restart the Core Service and resume transfers.
10. If the drivers do not start, reboot the Core server.
11. After the reboot, start the Core Service and resume transfers.
12. Go to the Configuration tab, Settings, Replay Engine timeout
13. Increase the timeout to 5 or 10 minutes

To start and stop the AAVDisk:

1. Run the cmd as administrator
2. Enter one of the following commands:
1. sc stop aavdisk
2. sc start aavdisk

Note: If these steps do not resolve the issue, check the original database for additional errors using eseutil

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential error when adding an agent to protection in AppAssure 5.

Description

When adding an agent to protection during initial setup, the following error appears:

Error: “the underlying connection was closed: An unexpected error occurred on a send.”

This is the result of a third-party software conflict.

Solution

To resolve this issue, disable the third-party software and add the agent to protection on the Core UI.

For more information on third-party software conflicts with AppAssure 5, click here.

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential issue with the System Volume folder.

Description

The Core installations used the D: drive, however there data/files are still created on the C: drive.

AppAssure is hardcoded to use specific paths during installation, regardless of user choice. This can cause the System Volume folder to fill up with erroneous files.

Solution

Make sure that the C: drive  on the machine you are deploying AppAssure Core to have some free space.

Affected Builds

Replay 4.x

AppAssure 5.x

Introduction

This article discusses best practices for migrating a Small Business Server (SBS) from a Replay 4 Core to an AppAssure 5 Core.

Description

Though possible, it is not recommended to install an AppAssure 5 Core on a Small Business Server.

Dell does not recommend installation the Core application on any SBS box. The manner in which Exchange and SQL utilize and relinquish memory may not complete efficiently and may cause a issues when performing backups.

Best practices for migrating to AppAssure 5 can be found here. Unlike Replay 4, a domain/local administrator account is required for the installation of AppAssure 5, but is not required on a permanent basis.

When adding agents to protection, you will need a domain/local administrator account to add the agent to the Core and to configure credentials for Exchange/SQL maintenance. For more information on this process, see the AppAssure 5 User Guide.

If the Core is installed on an SBS machine and is unable to function properly, Dell recommends purchasing a stand-alone Server 2008, 2008 R2, or 2012 machine. Note that the server should operate on at least Windows 7/8 64 bit).

For more information on configuring AppAssure 5, see the following documents.

• How to Install the AppAssure 5 Core
• Downloading and Installing an AppAssure Agent
• AppAssure 5 User Guide

Affected Builds

Replay 4.x

Introduction

This article details the steps necessary to configure port 9002 in Replay 4.

Description

To export directly to ESXi, port 9002 must be open.

Solution

Complete the following steps.

• Login as a root on the console of the ESX Server and press ALT+F1.
• To activate root access, SSH in ESX Server. Open nano (text editor, easy to use…) or you could use vi.
  • # cd /etc/ssh
  • # nano sshd_config
• Navigate to the line saying PermitRootLogin No and change it to Yes.
• Type CTRL+x to exit. When prompted, answer Y (as Yes to save the modified file).
• Restart the sshd service
  • # service sshd restart.
• Open the firewall ports required for SSH
  • # esxcfg-firewall -e sshServer
  • # esxcfg-firewall -e sshClient
• Enable ports required for Replay
  • # esxcfg-firewall -o 9002,tcp,in,Replay
  • #esxcfg-firewall -o 9002,tcp,out,Replay
• Restart the vmware-hostd process
  • # service mgmt-vmware restart

Affected Builds

Replay 4.x

Introduction

This article describes a potential Tevo error in Replay 4.

Description

When mounting a large recovery on a Windows 2003 32-bit Core server, an error appears containing the phrase “tevomountreplay failed – the device does not recognize the command.”

This is the result of the TevoTarget reaching its max capacity of 2 GB.

Solution

To resolve this issue, upgrade to a 64-bit operating system (OS) on the Core server.

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential issue with the AppAssure Core service.

Description

The following warning message appears:

“The Core service on APPASSURE was not shut down cleanly. The system is running checks to ensure data integrity.”

When the system is shut down without first stopping the Core Service, this message will appear. When rebooting the Core server, it is best to stop the Core Service and allow all processes to end prior to performing the reboot.

Solution

This situation is not an actuall issue but rather a non-default behavior. The following steps might be useful if you do not wish to experience it in future.

• Click Start and select Run.
• Type regedit and click OK.
• Locate and open the following registry subkey: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management
• On the Edit menu, point to New and click DWORD Value.
• In the New Value #1 box, type PoolUsageMaximum and select Enter.
• Right-click PoolUsageMaximum and click Modify.
• In the Value data box, select Decimal, type 60, and click OK.
• If the PagedPoolSize registry entry exists, go to step 9. If the PagedPoolSize registry entry does not exist, create it. To do this, follow these steps:
• On the Edit menu, point to New, and then click DWORD Value.
• In the New Value #1 box, type PagedPoolSize, and then press Enter.
• Right-click PagedPoolSize and click Modify.
• In the Value data box, type ffffffff and click OK.
• Exit regedit and restart the computer.

For more information please  visit - http://support.microsoft.com/kb/312362

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential error when creating an extent in AppAssure 5.

Description

The volume mapping options are missing in the rollback wizard when performing a Bare Metal Restore (BMR) on a protected agent running Windows Server 2008 R2.

Solution

The Boot CD is only created in a 32 bit format. To resolve this issue, create a new Boot CD with a Windows 7 32 bit PE compatible storage controller driver injected. The Core should then be able to see the volumes in the rollback wizard.

Affected Builds

AppAssure 5.x

Introduction

This article details the steps necessary to move a protected server to a new Core in AppAssure 5.

Description

In some cases, you may need to move a protected server to a new Core. For example, you may execute a planned migration when your organization is running out of space and you procure and migrate to new hardware.

NOTE: Please backup the Windows registry prior to beginning the migration process. Click here for more information.

 Solution

Complete the following steps.

• On the Core Console, select the machine that is to be moved and pause all snapshots.
• Archive the recovery points on the protected machine.
• Remove the protected machine from protection and delete all recovery points.
• NOTE: By selecting “Keep All Recovery Points,” recovery points should be kept until the data from the archive is imported to the new Core. Once complete, remove them.
• Navigate to the New Core and select Protect Machine to add the machine to protection.
• Import the recovery points for the protected machine.

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential error when creating an extent in AppAssure 5.

Description

The following error appears when attempting to create an extent for an AppAssure 5 repository:

Size shouldn’t be greater than 16 TB.

Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.ArgumentException: Size shouldn’t be greater than 16 TB.

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:

[ArgumentException: Size shouldn't be greater than 16 TB.]

Replay.Core.Web.Controllers.RepositoryController.ValidateFileSpec(RepositoryFileSpecificationModel fileSpecification) +412

Replay.Core.Web.Controllers.RepositoryController.ValidateFiles(RepositoryFileSpecificationModelCollection files) +315

lambda_method(Closure , ControllerBase , Object[] ) +127

System.Web.Mvc.ReflectedActionDescriptor.Execute(ControllerContext controllerContext, IDictionary`2 parameters) +248

System.Web.Mvc.ControllerActionInvoker.InvokeActionMethod(ControllerContext controllerContext, ActionDescriptor actionDescriptor, IDictionary`2 parameters) +39

System.Web.Mvc.<>c__DisplayClass15.<InvokeActionMethodWithFilters>b__12() +125

System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodFilter(IActionFilter filter, ActionExecutingContext preContext, Func`1 continuation) +640

System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodFilter(IActionFilter filter, ActionExecutingContext preContext, Func`1 continuation) +640

System.Web.Mvc.ControllerActionInvoker.InvokeActionMethodWithFilters(ControllerContext controllerContext, IList`1 filters, ActionDescriptor actionDescriptor, IDictionary`2 parameters) +312

System.Web.Mvc.ControllerActionInvoker.InvokeAction(ControllerContext controllerContext, String actionName) +351

Solution

Due to Microsoft NTFS file size limitations, the initial repository and any additional storage locations added to it (extents) are limited to a 16 TB maximum each.

To resolve this issue, create a 16 TB repository and an additional storage location that will extend the repository to the total desired size.

Click here for more information regarding extents in AppAssure 5.

Affected Builds

AppAssure 5.x

Windows 2008

Introduction

This article offers troubleshooting steps for VSS errors using DiskShadow on a Windows 2008 machine.

Description

DiskShadow.exe is a tool that exposes the functionality offered by the Volume Shadow Copy Service (VSS). By default, DiskShadow uses an interactive command interpreter similar to that of DiskRAID or DiskPart. DiskShadow also includes a scriptable mode.

NOTE: The following section only applies to machines operating Windows 2008.

Solution

Complete the following steps.

Obtain writer information

• Start DiskShadow and log all outputs to a file.
  • Open a command prompt.
  • Type diskshadow /l c:\diskshadow.out.

• From the DiskShadow prompt, issue the following commands:
  • reset
  • list writers
  • list writers status
  • list writers metadata
  • list writers detailed
  • list providers
  • exit
• The output for the commands in step 2 can be found in C:\DiskShadow.out. This output will produce a list of files reported by VSS writers to be included and/or excluded by backups.

Test a snapshot of SystemState

• Start DiskShadow and log all outputs to a file.
  • Open a command prompt.
  • Type diskshadow /l c:\diskshadow.out.

• From the DiskShadow prompt, issue the following commands:
  • reset
  • set verbose on
  • set option differential
  • set context volatile
  • add volume c:
  • NOTE: if the system is on more than one disk, list them out by separating each disk with a space
  • create
  • exit
• The output for the commands in step 2 can be found in C:\DiskShadow.out. Review this list for any potential errors, as any failure during the creation phase may be indicative of a problem with the VSS or one of the writers.

Test a snapshot of a disk for open file support or online image with snapshot provider to VSS

• Start DiskShadow and log all outputs to a file.
  • Open a command prompt.
  • Type diskshadow /l c:\diskshadow.out.
• From the DiskShadow prompt, issue the following commands:
  • reset
  • set verbose on
  • set option differential
  • set context volatile no writers
  • add volume c:
  • NOTE: replace c: with the drive letter on which the snapshot issue occurs
  • create
  • exit
• The output for the commands in step 2 can be found in C:\DiskShadow.out. Review this list for any potential errors, as any failure during the creation phase may be indicative of a problem with the VSS or disk.

Affected Builds

Replay 4.x

Introduction

This article describes a potential issue with the agent and Core tabs in Replay 4.

Description

The agent and Core options under the Replay Agent tab crash with the following error:

- Error Type:

Microsoft OLE DB Provider for ODBC Drivers (0x-7ffbf1f9)

[Microsoft][ODBC SQL Server Driver][SQL Server]Error converting data type

numeric to int.

*/ReplayTab/ProcedureActions/ProcedureManager.inc, line 10*

Solution

To resolve this issue, complete the following steps.

• Download http://replaybackupaddon.s3.amazonaws.com/ReplayServerBackUpAddOnHotFix4.2.2.1.exe to your Kaseya server.
• Open a command prompt with administrator privileges.
• Type iisreset and select Enter.
• Navigate to C:\Kaseya\WebPages\ReplayTab\ReplayC.Service within the command prompt.
• Type stop.bat and select Enter. Keep the command prompt open.
• Double click on the Replay HotFix add-on and point it to your Kaseya server installation directory.
• Click Install, overwriting all files.
• Open a browser and login into your Kaseya console.
• Type http://YourKaseyaServer/ReplayTab/Install/install.asp. “Installation Completed” should appear. Keep the browser open.
• Go back to the command prompt and type iisreset and select Enter.
• Type install.bat and select Enter.
• Go to the web browser and type http://YourKaseyaServer/inc/getcheck.asp. “Check Complete” should appear.

Affected Builds

AppAssure 5.3.3.63154

Introduction

This article describes a potential issue with Mailbox Restore (MR).

Description

Messages do not properly display and the MR utility freezes on “Retrieving Messages,” which is displaying in the left hand corner of the window.

Solution

1. Verify that the Local Mount Utility (LMU) and MR are operating on the same build number as the Core. If not, upgrade the applications to match and proceed to step 2.

2. Perform a physical check on the mailbox. If it comes up clean, proceed to step 3.

• Open Mail Retreiver
• Click Physical Check
• Point to the database
• Select check header and check pages check sum

3. Close Mailbox Restore

• Ensure that all process have stopped running. To do this, open Task Manager and confirm there are no running DSM processes.

4. Dismount all Mounted RPsCore UI

• Tools
• Mounts
• Dismount all

5. Stop the core service

6. Install Custom Binary P-0286on the affected Core. To implement:

• Extract the archive to the desktop
• Copy ReplayDSM_DLL.dll, TransferObjects.dll and Wrapper.dll from the extracted archive to C:\Program Files\AppRecovery\Core\CoreService\MR ensuring that the files are overwritten
• Restart the Core Service
• NOTE: If the LMU is installed on the Core, complete the following:
• Close the LMU from the system tray
• Save the original files (.exe and .dll) to another folder
• Copy ReplayDSM_DLL.dll, TransferObjects.dll and Wrapper.dll from the extracted archive to
• C:\Program Files\AppRecovery\LocalMountUtility\MR\ ensuring that the files are overwritten
• Restart the Core Service

7. Repeat the mail recovery process. Messages should now be displayed and recoverable.

Affected Builds

AppAssure 5.x

Introduction

This article details the steps necessary to apply a custom binary (CB) in AppAssure 5.

Solution

Complete the following steps.

1. Download the CB from the provided zip file and save it to a location of your choosing.
2. Open the services console and stop the Core Service.
   1. Open Computer Management (right click on Computer select Manage).
   2. Select Configuration.
   3. Select Services.
   4. Locate the AppAssure Core Service.
   5. Right click and select Stop.
   1. NOTE:  Depending on the functions enabled on the Core, the service may take between 10-15 minutes to fully stop. It is critical to wait until the service complete stops before moving on to the next steps. If after 30 minutes the service has not come to a complete stop, open Task Manager and select Properties. Select Core.service and click End Process.
3. Disable the service so that it will not start during the application of the CB.
1. Open Computer Management (right click on Computer select Manage).
2. Select Configuration.
3. Select Services.
4. Locate the AppAssure Core Service.
5. Right click and select Properties.
6. From the start type drop down box, select Disable.
4. Create a backup of the C:\Program Files\AppRecovery\Core\CoreService folder by creating a second zip file.
5. Extract the zipped CB file to the desktop and browse the directory.  Find the path to one or more .dll files.
6. On the Core, navigate to C:\Program Files\AppRecovery\Core\CoreService.
7. Copy and paste the file(s) from the extracted archive into the location noted in the previous step, ensuring that the existing files are overwritten.
8. Enable the Core Service.
1. Open Computer Management (right click on Computer select Manage).
2. Select Configuration.
3. Select Services.
4. Locate the AppAssure Core Service.
5. Right click and select Properties.
6. From the start type drop down box, select Automatic Delayed Start.
9. Start the Core Service.
1. Open Computer Management (right click on Computer select Manage).
2. Select Configuration.
3. Select Services.
4. Locate the AppAssure Core Service.
5. Right click and select Start.
10. Force a full repository check.
1. From the Core Console, select the repository and click Check under Actions.
2. NOTE:  In some CB instances, additional steps may be required.  In cases where additional steps are required, further instruction will be provided specifically for those CBs.
3. NOTE:  Instances in which CBs are applied to an agent are handled the same as instances in which the CBs are applied to the Core, withstanding the following exceptions:
4. The Service will be AppAssure Agent Service
5. The location that the binaries will be copied to: C:\Program Files\AppRecovery\Agent

Affected Builds

AppAssure 5.3.4.63942

Introduction

This article describe how to delete orphaned recovery points in AppAssure 5.

Description

In previous versions of AppAssure 5, users were unable to delete orphaned recovery points. This option is now available with the release of AppAssure 5.3.4.63942. Users can now delete an orphaned recovery point by clicking the Delete button within the recovery point or by performing aDelete Range from the Actions menu. Please note that both of these options will result in the deletion of the entire recovery point chain, beginning with the orphan.

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential issue booting a server after a bare metal restore (BMR) on Windows 2003 machine.

Description

After successfully completing a BMR on a Windows 2003 machine, the server is unable to boot.

Solution

To resolve this issue, check Disk Manager to see if there is an EISA partition on the boot volume. This volume may not be backed up by AppAssure. If that is the case, modify the BOOT.INI file to point to the EISA partition.

The restored server will point to C:\\Windows on drive 0, partition 2 as the system partition. This should be modified to partition 1.

OLD: default=multi(0)disk(0)rdisk(0)partition(2)\WINDOWS

NEW: default=multi(0)disk(0)rdisk(0)partition(1)\WINDOWS

Affected Builds

AppAssure 5.x

Introduction

This article describes a potential issue with transferring a base image in AppAssure 5.

Description

The AppAssure Agent is unable to transfer a base image over the wide area network (WAN).

This is often the result of poor network performance/latency, which causes timeout errors during data transfer.

Solution

To resolve this issue, connect the failing agent to a 1 Gbps switch and reintroduce the Core to the backup system. Connect the Core to the same switch as the agent. This will create a 1 Gbps LAN. There will be no charge for an additional license, as AppAssure uses agent-based licensing. After installing the new Core, configure replication on the old Target Core. Data transferred through replication will be WAN optimized and deduplicated.

Click here for more information on backing up data over a WAN.

Affected Builds

AppAssure 5.x

Introduction

This article details the steps necessary to use a trusted domain account in the Core Management Console (CMC) of AppAssure 5.

Description

If a one-way trust exists between two domains, users can use the credentials from DOMAIN1 to communicate with the CMC located on DOMAIN2.

The CMC checks the login credentials against the permissions configured on the local machine and domain on which it resides. Note that authentication through the trust will not work outside of the CMC verification process

Solution

When a domain trust is established, it is not possible to log into the CMC with the credentials from DOMAIN1 while the CMC is located on DOMAIN2.

To resolve this issue, simply create an admin account on DOMAIN2 to use in the CMC. Once the trust is established, the CMC on DOMAIN2 should be available for access through DOMAIN 1.

Affected Builds

AppAssure 5.3.3.x and higher

Introduction

This article describes a potential error during a repository check in AppAssure 5.

Description

The following error appears when performing a repository check:

Error mounting repository ‘(REPOSITORY NAME)’

System.AggregateException: One or more errors occurred. —> System.InvalidCastException: Unable to cast object of type ‘Replay.Core.Implementation.Repositories.FileAbstraction.DataContracts.FileSystemObjectSpecification’ to type ‘Replay.Core.Implementation.Repositories.FileAbstraction.DataContracts.DirectorySpecification’.

at Replay.Core.Implementation.DedupeVolumeManager.RpfsFileExtensions.ReadDataContract[T](IRpfsFile file)

at Replay.Core.Implementation.Repositories.FileAbstraction.Directory.Load()

at Replay.Core.Implementation.Repositories.FileAbstraction.RepositoryFileSystem.OpenFileSystem(IRepositoryInternal repository, UInt64 rootRpfsFileId)

at Replay.Core.Implementation.Repositories.Repository.MountRepository()

at System.Threading.Tasks.Task.Execute()

— End of inner exception stack trace —

—> (Inner Exception #0) System.InvalidCastException: Unable to cast object of type ‘Replay.Core.Implementation.Repositories.FileAbstraction.DataContracts.FileSystemObjectSpecification’ to type ‘Replay.Core.Implementation.Repositories.FileAbstraction.DataContracts.DirectorySpecification’.

at Replay.Core.Implementation.DedupeVolumeManager.RpfsFileExtensions.ReadDataContract[T](IRpfsFile file)

at Replay.Core.Implementation.Repositories.FileAbstraction.Directory.Load()

at Replay.Core.Implementation.Repositories.FileAbstraction.RepositoryFileSystem.OpenFileSystem(IRepositoryInternal repository, UInt64 rootRpfsFileId)

at Replay.Core.Implementation.Repositories.Repository.MountRepository()

at System.Threading.Tasks.Task.Execute()<—

Solution

To resolve this issue, upgrade to the latest build (found here). If, after upgrading, the issue still persists, please contact Support.

Affected Builds

Replay 4.7.2.41260

Introduction

This article describes a potential authentication issue in Replay 4.

Description

The following error appears when the agent is unable to properly authenticate to the Core.

Problem Description:

Tue 09/03/2013 01:57:03

AppassureServer.Appassrue.com

Error

Thread: 296

Logger: TargetRpChecker.logTruncator

Context:

Source Location: C:\Agent1\work\release-4.7.2\replay\services\common\include\SendReceiveCommandPacket.h:102

Details:

Authentication to ‘(Server Name)’ port ’8004′ failed: Failed to authenticate “(Domain)”\ReplayAdmin: SspiClient::Continue failed to initialize security context. – The token supplied to the function is invalid

This issue is typically the result of a UAC or antivirus conflict.

Solution

To resolve this issue, either disable UAC on the Core server or uninstall the antivirus on the Core server.