Windows7 freeze during Endpoint volume backup

[jlcarton]

Windows7 freeze during Endpoint volume backup (v1.0.0.1964) , either full computer or volume level C:
File level backup is OK
Bad blocks on disk can cause Windows hang? (I had to reboot)

[Mike Resseler]

Hi,

I assume you mean 1.0.0.1954 .

Please create a support cause so we can check what is wrong. I assume you might be right about the bad blocks but it is better that our supports look at it.

Post your support ID here in this thread and the follow-up after support has looked at it (remember, no SLA but we do look at it )

Cheers

Mike

[Dima P.]

Hello jlcarton and welcome to the community!

You mean .1954 build, right? Bad block will cause backup to fail and should not affect the performance. Did you disable the backup throttling option in the Endpoint’s control Panel? In addition, what is your hardware configuration? Thanks.

[jlcarton]

Thanks for your replies;

Yes version is 1.0.0.1954 , sorry!
Hardware platform is Dell laptop Latitude E4310, C: 70 Go, D: 100 Go, Backup Device USB Disk 1 To

I will retry after disabling Throttle backup activity option, and post the result as soon as possible.

I can't open a support ID because my computer is behind an Enterprise Proxy: Control Pannel \ Support \ Report an issue : "error : 407 : Proxy authentification needed" (security rules)

Is it possible to configure the proxy configuration in Veeam Endpoint settings?

[jlcarton]

Same probleme after disabling the backup throttling option.

[Mike Resseler]

Hi jlcarton,

Please collect all the logs (There are two subfolders under c:\programdata\Veeam called Setup and Endpoint where you will find all the logs). Zip them and put them on a dropbox / OneDrive / Google Cloud / ... drive and share the link through a DM with Dima P. (see above). He will take it from there.

Thanks

Mike

[jlcarton]

Link with Enpoint logs send to Dima P. as requested.

[Dima P.]

Thanks - sharing with QA

[jlcarton]

No news about this case?

[Dima P.]

Hi jlcarton,
It’s now under investigation - I’ll follow up shortly.

[Dima P.]

Hello.

We checked the logs – it seems that a huge chunk of the backup job is missing due the OS being frozen, thus we cannot identify the root cause. In order to continue the troubleshooting, may I ask you to reproduce the issue once again, note the exact time when the system glitch is detected, and re send me the application logs once again? This time, please, include Windows Event logs from windows event viewer (Custom View > Administrative events). Thank you

[jlcarton]

18:22 Veeam Backup start
18:27 Veeam Control Pannel Hangs
18:29 Windows 7 Freeze

Link with Enpoint logs + Windows Eventlog send to Dima P. as requested.

[Mike Resseler]

Thanks jlcarton!

Mike

[Dima P.]

I received all the said information – thanks for quick response! Sharing with QA and follow up again once hear back anything.

[Dima P.]

Hey jlcarton,

QA requested the list of applications installed on the affected machine. If possible, please run the following command via cmd and send me file. Thanks

Code: Select all

WMIC

// the next command may take some time to execute

/output:c:\installedapps.txt product get name,version

[jlcarton]

List of applications send to Dima P. as requested.

[Dima P.]

Thanks! I've just forwared the list to QA team.

[Dima P.]

Hello jlcarton,

Here are the suggestions from the QA team:

1. Third party antivirus may cause this behavior. In order to check it please disable or uninstall antivirus for the testing purposes and try to reproduce the issue.
2. Try to change the backup repository, for example to USB stick or USB drive. Even with the lack of free space the backup should fail with the low free space error without freezing your PC.
3. Speaking of the bad blocks – the described behavior may be a result of the bad blocks being detected on the repository. You can run a block check by any third party utility like hddscan or other.

Let me know the results. Thanks

[BirchMan]

I was running in to what seems like the same issue as described earlier. The whole PC was end up locking up. Initially it seemed fine, the Veeam backup was running and most already running windows where responding but then when I tried to access things that required UAC approval or start other programs or bring up the task manager the computer just locked up. I couldn't shutdown or even do a command line force shutdown. This was happening with a few PCs I was looking after but not all of the PC's that where using Veeam endpoint. Most of the PC's using Veeam Backup where working just fine with the few exceptions.
After fiddling a number of things I found that disabling AVG was the ticket for at least one of the problems I ran into. I'm trying to find out what exceptions will allow Veeam to work with AVG. I noticed that it seem to fail trying to get a VSS snapshot of the PC on using 127.0.0.1:9395 and from that point on the error logs show failures. If I can figure out what exceptions work I'll post them here.

[Dima P.]

Hello Matthew,

Thanks for your help. You are using the AVG Technologies antivirus, right? Do you know is there a way to whitelist the windows VSS service?

[BirchMan]

Thanks for your reply Dima. Yes I am using AVG for my AV. No I didn't know your could whitelist VSS. Please let me know I'd like to try.
I have added the following exceptions as per https://www.veeam.com/kb2034.

Add the following folders to the antivirus exclusions list:

installation folder, the default path is: C:\Program Files\Veeam\Endpoint Backup
localDB folder: C:\Windows\System32\config\systemprofile
logs folder: C:\ProgramData\Veeam
the folders containing your backup files.

Those exceptions seemed to help some situations. However there are a number of PCs that there seems to be a bigger issue and It looks like it could be related to a sql database issue causing the Veeam service to crash. I'm open to suggestions. This all happened AVG started removing pieces of Veeam when it picked it up as a virus back around Nov-Dec 2015. Also is there a way to manually remove veeams files, registry settings, the veeam sql database that veeam installs, and the SQL services that veeam installs? The Veeam uninstall still leaves the sql database\services and it's potential issues behind. Really trying to start fresh again.