Cannot Start Shadow Copy, Reason = Null [#16359]

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Cannot Start Shadow Copy, Reason = Null [#16359]

Postby Flair4IT » Tue Jan 24, 2017 3:04 pm

We have the latest version of Cloud Backo installed with the MS SQL Addon on a Windows Server 2012 R2 Virtual Machine backing up a SQL 2014 Database. We are backing up to Azure.

I've attached the full error we are getting. Before the Backup runs, the SQL Writer shows as [1] Stable, however after the backup fails it shows as [5] waiting for completion, the only way to return the stable state is to reboot the server.

I am able to make backups of the database using SQL Management studio. Cloud Backo also works fine for the file backups from this system.
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Re: Cannot Start Shadow Copy, Reason = Null

Postby jeff.tang » Wed Jan 25, 2017 11:48 am

Hello,

To help us looking into this issue, could you please provide us with the Cloudbacko client log files for our investigation?

You can copy the log files to Dropbox, OneDrive, Google drive etc and share the link on this thread for us to download?

Please refer to our FAQ "Where are the CloudBacko backup and restore logs located?" viewtopic.php?f=58&t=233
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The Most Secure Cloud & Local Backup Software
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Re: Cannot Start Shadow Copy, Reason = Null

Postby Flair4IT » Fri Feb 03, 2017 3:54 pm

Hi Jeff,

Here is the log - http://s000.tinyupload.com/?file_id=275 ... 6955755951

Same as in the first post,

Thanks
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Re: Cannot Start Shadow Copy, Reason = Null

Postby jeff.tang » Mon Feb 06, 2017 11:46 am

Hello,

Thank you for the log file. For this restore issue, I have escalated the case to our development team for further investigation.

==============
#16359
[KB] CBK 2300 MSSQL 2014 backup fails with "Cannot start shadow copy, reason =null" error
==============

It is being classified as a "Non-Blocker (10 biz days)" category bug task which is targeted to be fixed or having a solution within 10 business days (excluding Sat and Sun).

When the resolution available we will provide you an update on this thread, or you can visit to our web site to check updates on product news or releases.
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The Most Secure Cloud & Local Backup Software
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Re: Cannot Start Shadow Copy, Reason = Null [#16359]

Postby tommy.leung » Wed Feb 08, 2017 5:22 pm

Hi,

Our developer would like to access your machine for the investigation.

So, could you provide us the RDP access to the affected machine? If RDP is not possible, we can arrange the Team Viewer 10 session with you. We only support Team Viewer 10 session, you can download it from the following link:
http://download.ahsay.com/temp/TV10/Tea ... tupv10.zip

Our developer's availability is from 09:30 - 15:00 (Mon to Fri) HK time GMT+8. Please let us know your credentials and available time period as below and we can arrange it with you.

If it is not possible, could you please do the followings?

1. Edit the file "$CloudBacko_HOME\afc.opt" and change "com.ahsay.afc.mssql.debug=" to "com.ahsay.afc.mssql.debug==true" (this is to enable the debug mode)
2. Save the file
3. Run cmd.exe as Administrator
4. Run “cd $CloudBacko_HOME\bin“, where $CloudBacko_HOME is the CloudBacko installed location, e.g. C:\Program Files\CloudBacko Pro by default.
5. Run “RunCB > output.txt“ and the CloudBacko should now be opened.
6. Run the problematic backup set.
7. Send the log file and “output.txt”, which is stored under the bin folder, to us for further investigation

Thank you.
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Re: Cannot Start Shadow Copy, Reason = Null [#16359]

Postby tommy.leung » Thu Feb 09, 2017 10:23 am

Hi,

This is our 1st follow up for this case:

Our developer would like to access your machine for the investigation.

So, could you provide us the RDP access to the affected machine? If RDP is not possible, we can arrange the Team Viewer 10 session with you. We only support Team Viewer 10 session, you can download it from the following link:
http://download.ahsay.com/temp/TV10/Tea ... tupv10.zip

Our developer's availability is from 09:30 - 15:00 (Mon to Fri) HK time GMT+8. Please let us know your credentials and available time period as below and we can arrange it with you.

If it is not possible, could you please do the followings?

1. Edit the file "$CloudBacko_HOME\afc.opt" and change "com.ahsay.afc.mssql.debug=" to "com.ahsay.afc.mssql.debug==true" (this is to enable the debug mode)
2. Save the file
3. Run cmd.exe as Administrator
4. Run “cd $CloudBacko_HOME\bin“, where $CloudBacko_HOME is the CloudBacko installed location, e.g. C:\Program Files\CloudBacko Pro by default.
5. Run “RunCB > output.txt“ and the CloudBacko should now be opened.
6. Run the problematic backup set.
7. Send the log file and “output.txt”, which is stored under the bin folder, to us for further investigation

Thank you.
User avatar
tommy.leung
 
Posts: 12
Joined: Mon Nov 28, 2016 9:43 am

Re: Cannot Start Shadow Copy, Reason = Null [#16359]

Postby tommy.leung » Fri Feb 10, 2017 2:40 pm

Hi,

This is our 2nd follow up for this case:

Our developer would like to access your machine for the investigation.

So, could you provide us the RDP access to the affected machine? If RDP is not possible, we can arrange the Team Viewer 10 session with you. We only support Team Viewer 10 session, you can download it from the following link:
http://download.ahsay.com/temp/TV10/Tea ... tupv10.zip

Our developer's availability is from 09:30 - 15:00 (Mon to Fri) HK time GMT+8. Please let us know your credentials and available time period as below and we can arrange it with you.

If it is not possible, could you please do the followings?

1. Edit the file "$CloudBacko_HOME\afc.opt" and change "com.ahsay.afc.mssql.debug=" to "com.ahsay.afc.mssql.debug==true" (this is to enable the debug mode)
2. Save the file
3. Run cmd.exe as Administrator
4. Run “cd $CloudBacko_HOME\bin“, where $CloudBacko_HOME is the CloudBacko installed location, e.g. C:\Program Files\CloudBacko Pro by default.
5. Run “RunCB > output.txt“ and the CloudBacko should now be opened.
6. Run the problematic backup set.
7. Send the log file and “output.txt”, which is stored under the bin folder, to us for further investigation

Thank you.
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Posts: 12
Joined: Mon Nov 28, 2016 9:43 am

Re: Cannot Start Shadow Copy, Reason = Null [#16359]

Postby Flair4IT » Mon Feb 13, 2017 8:22 am

Hi Tommy,

I've sent you a PM :)
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Re: Cannot Start Shadow Copy, Reason = Null [#16359]

Postby tommy.leung » Mon Feb 13, 2017 9:30 am

Hi,

A PM has been replied to you. Please check.

Thank you.
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Re: Cannot Start Shadow Copy, Reason = Null [#16359]

Postby tommy.leung » Tue Feb 14, 2017 5:38 pm

Hi,

As checked with our previous issues, your issue has been investigated and fixed in the Cloudbacko v2.5.0.0.

After the hotfix version for this MSSQL backup issue was added to the cb.jar, the backup can be run successfully in your environment. (Refer to http://download.ahsay.com/temp/tommy.le ... -41-36.log)

Since Cloudbacko v2.5.0.0 contains this hotfix and the release date of Cloudbacko v2.5.0.0 is 20/02/2017 (Next week), could you please wait for the release of Cloudbacko v2.5.0.0?

You may download the cb.jar with the hotfix from http://download.ahsay.com/temp/tommy.le ... 359/cb.jar for your reference and use it for your backup during this period.

Thank you.
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