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February 6th, 2017 21:00
Backup Failed with the following error code 5372
Hi Folks,
this client is hyper-v virtual machine with OS Windows 2012 R2 standard server edition. and avamar client agent version is 7.0.102.-47
2017-02-06 17:58:49 avtar FATAL <5372>: 0: ClusterEnum()+0x1e [0xb7e5698e] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 1: startADE()+0x1a91a1 [0xea0b2101] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 2: startADE()+0x1bfefd [0xea0c8e5d] (Log #1)
2017-02-06 17:58:49 avtar FATAL <0378>: nbackmain - Windows structured exception ACCESS_VIOLATION in threadID 13272 (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 3: startADE()+0x1c021f [0xea0c917f] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 4: startADE()+0x234b6f [0xea13dacf] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 5: startADE()+0x23719d [0xea1400fd] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 6: startADE()+0x351bc5 [0xea25ab25] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 7: startADE()+0x355ed2 [0xea25ee32] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 8: startADE()+0x3567c2 [0xea25f722] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 9: 0xe9e14934 (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 10: startADE()+0x3a9abf [0xea2b2a1f] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 11: 0xe9b7795f (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 12: BaseThreadInitThunk()+0x22 [0xc12113d2] (Log #1)
2017-02-06 17:58:49 avtar FATAL <5372>: 13: RtlUserThreadStart()+0x34 [0xc38b54e4] (Log #1)
2017/02/06-14:58:49.83800 avtar DEBUG-ERROR <0378> nbackmain - Windows structured exception ACCESS_VIOLATION in threadID 13272 (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 7: startADE()+0x355ed2 [0xea25ee32] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 8: startADE()+0x3567c2 [0xea25f722] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 9: 0xe9e14934 (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 10: startADE()+0x3a9abf [0xea2b2a1f] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 11: 0xe9b7795f (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 12: BaseThreadInitThunk()+0x22 [0xc12113d2] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 13: RtlUserThreadStart()+0x34 [0xc38b54e4] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 0: ClusterEnum()+0x1e [0xb7e5698e] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 1: startADE()+0x1a91a1 [0xea0b2101] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 2: startADE()+0x1bfefd [0xea0c8e5d] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 3: startADE()+0x1c021f [0xea0c917f] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 4: startADE()+0x234b6f [0xea13dacf] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 5: startADE()+0x23719d [0xea1400fd] (Log #1)
2017/02/06-14:58:49.85299 avtar DEBUG-ERROR <5372> 6: startADE()+0x351bc5 [0xea25ab25] (Log #1)
this failure behavior is unexpected could any body help me out for this error cause and resolutions.
Avamar Exorcist
462 Posts
0
February 20th, 2017 06:00
Hi Mohammed,
The message "Windows structured exception ACCESS_VIOLATION" is fairly generic and could have a number of causes. You could review the knowledgebase for related articles to see if any appear to apply here but you may need to discuss further with Support by opening an SR.
Primary support for client release 7.0 SP2 ended on 31st October 2016. If you don't have extended support for the software release, before contacting Support you could update the server with v7.3.x client software and then update the client to v7.3.x.
A "How-to" article describing the method to do this can be found here:-
When engaging Support, I'd suggest including the following
If older backup logs have been rotated off the client but the backups are still within their retention period a method how to extract the logs from the Avamar server can be found in in KB 470483
Thanks,
Nick