CloudBacko Pro crashes with Exchange 2013

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CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Thu Mar 05, 2015 6:52 am

Hi,

I'm having issues creating a backup set for my Exchange 2013 Std CU7 (Standalone). Server using CloudBacko Pro (Trial Version).

The OS is Windows Server 2012 R2 (fully patched and updated).

What happens is after installation of CloudBacko Pro I go and try to create a backup set. After entering the backup set name and selecting Exchange Server 2013 the CloudBacko will just close without any warning or messages.

Please help.

John
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Re: CloudBacko Pro crashes with Exchange 2013

Postby rafael » Thu Mar 05, 2015 10:37 am

Hello John,

Thank you for your interest in CloudBacko Pro.

Can us with some more details of your setup and error.

-Was there any errors messages or crash logs generated? Do you mind posting them?
-Are you using administrator account to install and operate CloudBacko Pro?
-Is .NET 3.5 installed on the Window 2012?
-Are any Exchange related errors in Windows Application event logs when CloudBacko crashed?
-Can you check in the Exchange Admin Centre the mailstore and public databases are mounted?
-Please open a command prompt run a " vssadmin list writers " and check if there are any VSS writer errors?
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Thu Mar 05, 2015 1:28 pm

Hi,

Please see answers to your questions below:

1. There were nothing I can find in the even logs relating to the Cloud Backo
2. I am logged in as the Domain Admin, I've also tried running the Cloud Backo "as Administrator" as well and still does the same thing.
3. .NET Framework 3.5 is installed
4. I've been getting a Performance Countor error relating to the MSExchange Common. But that shouldn't be serious.
5. The default mailbox database is mounted. There are no public folders so no database for public folders.
6. Ran vssadmin list writers and there were no errors.

please let me know.

John
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Re: CloudBacko Pro crashes with Exchange 2013

Postby rafael » Thu Mar 05, 2015 4:54 pm

Hello John,

-Does the Administrator account have a mailbox?
-Can you take a look in the Cloudbacko Pro installation folder C:\Program Files\CloudBacko Pro or C:\Program Files\CloudBacko Pro\bin for the presence of any Java crash logs? The file name of these logs are hs_err_pid%%.log
-Do you mind startup CloudBacko Pro in debug mode and then create a new Exchange database backup set? This method may give some error messages to work on. Please refer to the following thead How to startup CloudBacko in debug mode? viewtopic.php?f=58&t=250
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Mar 06, 2015 3:33 am

Hi,

1. Yes the Administrator account does have a mailbox.
2. There are java crash log files in the bin directory. (Let me know if you want me to send them to you.)
3. Tried creating a backup set in debug mode and still crashed.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Fri Mar 06, 2015 2:34 pm

Yes, please send us the crash log and the console output of the debug windows for further investigation.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Mar 06, 2015 3:47 pm

Sent PM
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Fri Mar 06, 2015 4:36 pm

Do you have any public folder defined in the your exchange server ? If not, please create a dummy public folder and configure a new backup set again ?
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Sat Mar 07, 2015 2:47 am

I added a public folder and still crashes. Will be sending log file content in PM.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Tue Mar 10, 2015 3:13 am

Hi I just wanted to follow up on this issue. Please let me know.

thanks,
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Tue Mar 10, 2015 8:04 pm

I am working with our developer on this problem. I will probably reply in a day or two.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Tue Mar 17, 2015 2:06 am

Hi just wanted to check in and see if there is an update.

thanks
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Thu Mar 19, 2015 1:45 pm

Hello

Please try the following unofficial patch, this should stop the problem.

1. Make sure you are on at least 1.9.2.0
2. Download http://s3.amazonaws.com/CloudBacko/unof ... 2x/bin.zip
3. Shutdown CloudBacko Windows Services
4. Expand the files inside bin.zip to "C:\Program Files\CloudBacko Pro" or "C:\Program Files\CloudBacko Lite"
5. Startup CloudBacko Windows Services
6. Open CloudBacko GUI to run backup again
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Mar 20, 2015 1:23 am

Did the exact steps listed above but still crashed. Logs sent in PM.

BTW on a side note, for a scheduled backup job that is currently running, how do I open the progress window to see the current progress of the job.

thanks.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Fri Mar 20, 2015 11:24 am

Please try the steps above again.

If this doesn't work, I need to ask you to setup Teamviewer and send me the session ID for me to look further. The crash log alone doesn't provide enough information to locate the root cause of the problem.

There is no way to see the progress of scheduled backup job. This enhancement has been scheduled to v2.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Mar 20, 2015 11:43 am

A teamviewer session sounds good. Let me know when you'd like to schedule the session to be. I'm in California.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Fri Mar 20, 2015 6:17 pm

Will you be available 5 hours from now ?
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Fri Mar 20, 2015 6:24 pm

By the way, have you tried the steps above ? Does it work ?
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Sat Mar 21, 2015 12:01 am

You mean with extracting the files into the bin directory? Yes. I mentioned it in the post above. It still crashed.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Sat Mar 21, 2015 1:05 am

I have put updated DLLs in the zip file again. Please try it again.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby CloudBacko » Wed Apr 01, 2015 10:05 am

Did you have any success deploying the hotfix above ?
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Apr 03, 2015 7:16 am

Thanks I will try again and get back you to.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Apr 03, 2015 7:31 am

Followed the steps exactly and still crashed.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Fri Apr 10, 2015 1:38 am

Hi just following up. Did you guys still want to setup a time for a remote session? Let me know.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby rafael » Fri Apr 10, 2015 10:44 am

Hello,

Sorry for the delay in getting back to you.

We would like to setup a remote session to look into the problem. Please can you PM me your team viewer or RDP login credentials
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Sat Apr 11, 2015 12:04 am

PM Sent
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Re: CloudBacko Pro crashes with Exchange 2013

Postby rafael » Tue Apr 14, 2015 1:36 pm

Hello John,

I replied to your PM but did not get a response yet.

Our developers are available Monday to Friday, between 9:00AM to 6:00PM (GMT +8).

Please let us know you availability and I will make the arrangements.

Thank you.
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Re: CloudBacko Pro crashes with Exchange 2013

Postby jyan21 » Sat Sep 05, 2015 12:41 pm

Hi Rafael,

I just noticed in the July release of cloudbacko you guys have fixed an issue with Exchange 2013. Can I get a new trial key so I can test it again on my Exchange server? As of right now after the reinstall, it shows my trial key expired in April.

tx
John
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Re: CloudBacko Pro crashes with Exchange 2013

Postby johnny.wong » Tue Sep 08, 2015 2:28 pm

Hi John,

Sorry. Unfortunately it is not possible to provide a new key to extend the trial. If you want to try CloudBacko Pro on Exchange 2013 and do not have another machine to run this on. Do you have any VM setups? You could consider creating/convert the exchange 2012 machine to a VM to you can run test with. Once you have a copy running as a VM, CloudBacko will run on the VM as a new setup.
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