Article 4130421

Products such as Kaseya monitoring software may have specific configuration parameters to resolve conflicts with Microsoft Volume Shadow Copy technology.  If troubleshooting an issue with Replay on a server that has Kaseya or other software which may be suspect of a compatibility  issue, try disabling all services related to that product to isolate if there is a conflict with VSS.  If the issues resolve during this troubleshooting activity, there are several options to resolving the issue.

The symptoms may vary depending on the product or activity.  Some errors that have been seen during a snapshot on a protected server with Kaseya are listed here.

AGENT ERRORS:

DEBUG 07/01/10 08:54:39 [5048] – Sending 15422 packet(s) using TransmitPacketsAlternative
Src: tevolib.txdiskdata
Ctx: PG=VolsWithInterval60Minutes Volume=\\?\Volume{36ef4673-2b93-11de-8630-806e6f6e6963}\ DriveLetter=C:

DEBUG 07/01/10 08:54:39 [5048] – Generating minidump…
Src: appassure.tevo.diag.exceptions.miniDumper
Ctx: PG=VolsWithInterval60Minutes Volume=\\?\Volume{36ef4673-2b93-11de-8630-806e6f6e6963}\ DriveLetter=C:

FATAL 07/01/10 08:55:10 [5048] – Encountered a serious error EXCEPTION_ACCESS_VIOLATION.  Exception dump logged to C:\Documents and Settings\replayadmin\Application Data\AppAssure\ErrorDump-TevoSource.exe-2010-07-01-08-54-40-0621-41.dmp.bz2
Src: exceptions.seh
Ctx: PG=VolsWithInterval60Minutes Volume=\\?\Volume{36ef4673-2b93-11de-8630-806e6f6e6963}\ DriveLetter=C:

ERROR 07/01/10 08:55:10 [5048] – A serious Windows error was encountered while processing protection group ‘VolsWithInterval60Minutes’
Src: tevoSource
Ctx: PG=VolsWithInterval60Minutes Volume=\\?\Volume{36ef4673-2b93-11de-8630-806e6f6e6963}\ DriveLetter=C:

Resolution

Replay and Kaseya are compatible products and are running successful in the majority of our install base.  For Kaseya, there are some configuration options and upgrades which may be required depending on the environment.  The following tips can be helpful;

• In some cases, customers have resolved a conflict with Kaseya and Replay by upgrading to the latest Kaseya software release, “K2″.  Check with Kaseya for the most recent products available for upgrade.
• Kaseya also has configuration options noted on their website to help manage issues relating to the optional LSP component.  This is can be disabled under the Kaseya’s Admin portal, Audit->Protection->Network Access.  Uncheck the  “Enable Driver” for the machine under protection that may be experiencing a conflict.  Contact Kaseya for more information about this setting referenced on their website.  http://help.kaseya.com/WebHelp/EN/VSA/6000000/index.htm?toc.htm?407.htm

There are other ways to resolve compatibility issues with software that may be used if the above preferred methods do not resolve the issue.  Resolving the issue would be imperative to avoid problems with any VSS aware backup application.  In Exchange 2010, the recommended method to perform backups will be with VSS.  Other object based backups are not recommended.

1. Use Replay’s pre/post processing scripts to stop and restart the service that is in conflict with Microsoft VSS.  The scripts can be leveraged to “net stop” incompatible services prior to backup and then “net start” the service after the backup is complete.  For more information on pre/post processing scripts, see AppAssure KB 4130499.
2. Contact the manufacturer of the product which is not compatible for further assistance.
3. If no other action is possible to resolve the issue, temporarily remove the products that are not compatible with VSS so backup can be performed.