一个backup exec 2012的真实故障案例，服务无法启动1068

 接到客户一个故障派单，说是BE2012软件无法进行备份作业，客户的BE安装在windows 2008 R2标准版上。

到现场后发现Be软件控制台无法登陆，BE相关的主要服务都停止了

尝试启动相关服务器，会出现如下的报错

日志现象       

 

 

 

 

 之后联系symantec的技术支持，使用symantec be自带的工具，对BE2012的系统数据库进行恢复，结果仍然无法启动。

 

 我仔细查看了一下windows的应用程序日志，发现每次启动be的时候都会有这么一个报错

 

 

我到symantec 的官方support上以 backup exec server cannot start 57802 为关键字搜索，结果发现了下面这一个case

Problem

The Backup Exec Server Service fails to start after a successful installation of Backup Exec for Windows Servers.

Error

14 The system cannot find the path specified.
-1 Business Object 14 failed to initialize:13
-1 RpcXfaceServiceMain: InitializeBOs() failed, BO:14, nRet:13
An internal error (13) occurred in object 14

 

Solution

The error will display as a popup message when trying to start the Backup Exec Server Service from the Services applet in Windows. (Figure 1)

The Backup Exec Server service on Local Computer started and then stopped. Some services stop automatically if they have no work to do, for example, the Performance Logs and Alerts service

Event ID 57802 will show up in the Application Log of the Event Viewer in Windows when trying to start the Backup Exec Server Service from the Services applet. (Figure 2)

Figure 2

 

      

The Backup Exec Server service did not start. An internal error (13) occurred in object 14.
The following errors are found in the bkupinst.log:
ERROR: Failed to load X:\Program Files\Common Files\SYSTEM\Ole DB\sqlxmlx.dll
ERROR: Failed to load X:\Program Files\Common Files\SYSTEM\Ole DB\sqloledb.dll
ERROR: Failed to load X:\Program Files\Common Files\SYSTEM\Ole DB\oledb32.dll
These errors are caused by an invalid drive value (represented by X) for the Common Files folder location.
Unless an installation of another application has changed this value, the default value should be set to:

C:\Program Files\Common Files.

Warning : Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

 

Resolution:

 

·         Run regeditand browse to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion

·         Change the CommonFileDir string value to C:\Program Files\Common Files

·         Start the Backup Exec Server service from the Services Applet

大概的意思是系统的一个注册表键值指向的程序路径错误。HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion

这个路径下的commonfiledir的键值应该指向c:\program files \common files

我检查了一下客户服务器上的这个键值发现确实是指向有错误，修改成了上面的键值后重新启动BE2012的服务。软件恢复正常

 

这个教训告诉了我们windows的系统日志是很有用的！！！出现问题一定要看所有的相关日志！！这对于故障排除有相当重要！！