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8.x intermittently just stops backing up data to tape

Posted: Wed Jan 21, 2015 12:18 am
by captainfish
I have 25 remote servers that have a Tandberg 200G tape drive. BackupAssist 8.x backs up fully to the tapes each night.

On an intermittent basis, they will hang up and stop backing up data. The file that they hang up on vary and the file type varies. The longest I've seen BA hung up is 15 days (I had not had an opportunity to check on the BA reports and the users failed to tell me that the tapes had not ejected).

I have to click the CANCEL button on the Monitor tab in order for BA to get out of its funk, close out the job and then eject the tape. The backup report only mentions that the job was cancelled and some files were skipped.

This has been happening on Windows Server 2008R2, domained, and using a domain service account as the user profile.

Thanks

Re: 8.x intermittently just stops backing up data to tape

Posted: Wed Jan 21, 2015 3:26 pm
by TimN
Hi,

It's Tim from BackupAssist.

Sorry to hear that you are having issues with your backup.

To troubleshoot this, we suggest that you send in system diagnostics for us to review and advise further.


To submit diagnostics:

1) Go to Contact Support ( via 'Help > Feedback & Support > Click on Contact Support

2) Fill out the form and ensure that the Submit system diagnostics checkbox at the bottom is checked.

If this does not work:

3) Launch the Diagnostics.exe file located in the BackupAssist install folder: C:\Program Files\BackupAssist v8\Diagnostics.exe

If you do not receive an auto-response email from us or have any issues using our automated support tool please follow these steps to manually send in your diagnostics file:

1. Go to C:\Documents and Settings\All Users\Application Data (for XP and Server 2003)
Go to C:\ProgramData\ (for Vista, Win7 or Server 2008, Server 2012)
2. Email support@backupassist.com a zipped version of the following folder: BackupAssist vX (Where X is the version that you are running)


If you find this file is too large to e-mail, you can trim down the size of the logs by removing anything older than a week within the following folders under the BackupAssist folder

- Summaries
- History
- Reports
- Temp

The Temp folder, is the default destination for PST and SQL backups to be stored during the backup process, so if there are any of these types of backups contained you can remove these as well as we don't require them.


If the file is still too large, upload it to http://www.backupassist.com/BackupAssis ... submit.php

If the file is over 50MB and upto 300MB in size, you can upload it to http://www.sendspace.com for free.


Regards,

Tim