Online Backup Support

Every morning you will receive a backup report by email, listed below are the errors and what they mean:-

Error - C:\xxx\yyy\zzz.txt has been removed already

Answer - There is latency between the online backup agent with the list of files to be backed up and the time these files are actually backed up. If any of these files are removed between this latency, an informative message, “C:\xxx\yyy\zzz.txt has been removed already”, will be logged in the backup log report. Under most condition, you don’t need to worry about this since files created and then removed in this situation are usually temporary files. It is used by some other applications and it is not necessary to backup these files.

If you are using In file-Delta, please make sure “Temporary directory for storing backup files” setting of your Online Backup Manager is pointing a writable directory with plenty of disk space.

Error - Checksum incorrect / Uploaded file size incorrect

Answer - This error occurs when the backup file uploaded to the server is corrupted. Corrupted backup files would not be stored on the backup server but will be uploaded to the backup server again in the next backup job.

If more than one backup job of the same backup set is being run on more than one computer at the same time, you might get this error. Please check if you have installed the client software (Online Backup Manager ) with the same backup account on more than one computer.

Also, please check the file C:\Program Files\PerfectBackup Manager\OBM\home.txt and see if you have more than one “.obm” record (e.g. C:\Documents and Settings\Administrator\.obm) in this file that refers to the same backup account on the server. If you can find such entries, simply remove the redundant lines from this file and restart the computer.

Sometimes, this problem could be caused by network instability. If this only happens occasionally, you can safely ignore this error.

Error - Incorrect Function

Answer - Please check if you have any antivirus or personal firewall software installed. Kindly disable it from scanning Online Backup related data and traffic to see if the problem persists.

Error - Invalid XML Character

Answer - If you received this error message: "Invalid XML Character" / "XML document structures must start and end within the same entity"
Please try the followings:
1. Logon to the web interface of this backup account
2. Go to the [File Explorer] page and browse to the directory reported that contain this problem (or some other directories)
3. Check if there are any filenames containing strange characters and delete them
4. Try backup again.

Error - My Online Backup Report States Access is denied

Answer - This means that the file is not accessible by Online Backup Manager (OBM). Please check if the system account that runs Online Backup Manager has read access permission to the mentioned file. Also please check if you have included the valid “Network Resources Authentication” information for the backup set. You can refer to the following screenshot: Network Resources Authentication in Windows

Error - Premature end of input

Answer - It means that the client software has problem downloading the list of files to be backed up from the backup server. It then retries getting the list again. This is nothing to worry about. Online Backup Manager would log this as information rather than warning to avoid raising false alarm.

Error - The process cannot access the file because another process has locked

Answer - You may received this error message: "The process cannot access the file because another process has locked a portion of the file".

When backing up “C:\xxx\yyy\zzz.txt” because another application has held a read-exclusive lock on “C:\xxx\yyy\zzz.txt”. The backup agent, therefore, is unable to open the file to read its content. Please try the followings to resolve this problem:
1. - Enable the Volume Shadow Copy option for the corresponding backup set if you are on Windows 2003 or XP.
2. - If you are on an older version for Windows, you may need to obtain a generic “Open File Manager” in order to backup the locked files.
3. - If the locked file is not important (e.g. C:\pagefile.sys), simply exclude the locked file from your backup source. By doing so, this message will not appear again.
4. - If the locked file is a database file held open by one of our supported applications (e.g. Microsoft SQL Server, Microsoft Exchange Server, Oracle, Lotus Domino/Notes, MySQL), simply use the corresponding add-on module provided to backup the database. This way, you can backup the database you want (using the application specific APIs) without accessing the database file directly.
5. - If the locked file is a file held open by some other third party applications, you can use the [Pre/Post Command Line Tool] to shutdown/restart the application that is locking the file before/after a backup job to make sure that no locks will be placed on files that you need to backup.

Error - The process cannot access the file because it is ...

Answer - If you received this error message: "The process cannot access the file because it is being used by another process”
This means that the file is currently locked by another process (or program). Please shutdown the program locking this file before running the online backup program again. You can also refer to “What do I have to do in order to backup open files” for more information (for file backup set only).

Error - HTTP/1.1 502 Proxy Error

Answer - The specified Secure Sockets Layer (SSL) port is not allowed. ISA Server is not configured to allow SSL requests from this port. Most Web browsers use port 443 for SSL requests.
Refer to Microsoft

Error - *.stm and *.edb don't match for Exchange database

Answer -  "The last backup jobs of *.stm (2006-10-30-13-40-21) and *.edb (2006-11-04-03-05-00) don’t match for database 'ServerX\Microsoft Information Store\First Storage Group\Mailbox Store (ServerX)'"

For MS Exchange backup, *.stm and *.edb are backed up in pairs, if this error occurs, it implies that during a previous backup, there was a problem with either the *.stm or *.edb file. If this happens, please perform a Full MS Exchange backup manually via Online Backup Manager to resolve this problem.

Error - An incremental backup cannot be performed when circular logging is enabled

Answer - Exact error:
“CExBackup::backupService: HrESEBackupSetup: Error Number 0xc800020e: An incremental backup cannot be performed when circular logging is enabled”

You need to disable circular logging in MS Exchange. Please uncheck the [Enable circular logging] option as shown here and restart the "Microsoft Exchange Information Store" service after you are done.

Furthermore, please do a full database backup instead of transaction log backup straight after disabling circular logging to ensure everything is backup properly.

Error - Error Number 0x6: The handle is invalid

Answer - If you receive this error message: "CExBackup::backupFile: WriteFile: Error Number 0x6: The handle is invalid"
This is the MS Exchange having problem in writing to the Temporary spooling directory. Please ensure that the system account running the MS Exchange has full access right to that directory. If it is a network drive, please use an UNC path (e.g. \\server\share), and the “Network Resources Authentication for Windows” is properly set for the corresponding backup set.

Error - Error Number 0xc7ff1004: (null)

Answer - If you receive this error message: "CExBackup::backup StorageGroup: HrESEBackup TruncateLogs: Error Number 0xc7ff1004:  (null)"
This is an error returned by the Microsoft API and is a Microsoft issue. Please try to restart the "Microsoft Exchange Information Store” service. If the problem persists, you may want to schedule the service to restart on a daily basis.

Error - Error Number 0xc8000232: Some log or patch files are missing

Answer - If you receive this error message: "CExBackup: :backupStorageGroupLog: HrESEBackupGet LogAndPatchFiles:  Error Number 0xc8000232: Some log or patch files are missing" Please do the following:
If you have just disabled the MS Exchange circular logging option, please try running a full backup again, this should fix the problem.

Error - Expect log sequence 'xxx' but found '...\E000xxx.log

Answer - "Expect log sequence 'xxx' but found 'SERVERNAME\Microsoft Information Store\First Storage Group\E000xxx.log'"

This occurs when the log sequence of MS Exchange was altered by other backup software, e.g. NTBackup. Thus when the online backup manager next performs a MS Exchange backup, the Exchange log sequence would not match the one that it is expecting. With the broken sequence, the Exchange server cannot be restored to its latest state.

To resolve this problem, you need to deactivate all other backup software that is operating on MS Exchange, and then you need to perform a Full MS Exchange database backup manually via Online Backup Manager.

Alternatively, instead of backing up transaction logs during the weekdays, you can consider doing Full Exchange Database backup on a daily basis with the In-File Delta option enabled. This should avoid interference from other backup software while keeping the amount of upload data to minimal.

Error - File 'obm-delta.tmp' does not exist on server

Answer- If you received one of these error message "File 'obm-delta.tmp' does not exist on server" / "File 'obm-chksum.tmp' does not exist on server"

Delete the obm- delta.tmp or/and obm- chksum.tmp files from your “temporary backup directory”, (e.g. C:\Backup\ MSExchange\1137065 709669).

Error - No *.stm found for database

Answer - "No *.stm found for database 'ServerX \Microsoft Information Store \First Storage Group \Mailbox Store (ServerX)'"

This suggests that the .stm file on server may have been corrupted or found missing. To resolve this error, please perform a Full MS Exchange backup manually via Online Backup Manager.

Error - The statement BACKUP LOG is not allowed while the recovery model is SIMPLE

Answer - Exact error:

"[Microsoft] [ODBC SQL Server Driver] [SQL Server] The statement BACKUP LOG is not allowed while the recovery model is SIMPLE"

You need to change the Recovery model to FULL. If you are using Microsoft SQL Server 7.0/2000, please refer to the following screenshots:
1. http://www.perfectbackup.co.uk/ images/support/ SQL7-TuncateLog OnCheckpoint.jpg
2. http://www.perfectbackup.co.uk/ images/support/ SQL2000-FullModel.jpg

If you are using MSDE, please issue the following commands:
osql -E -S [Server Name] -Q "ALTER DATABASE [Database Name] SET RECOVERY FULL"

These will enable transaction logging option for your MSDE databases and allow incremental/differential backup to be run with no problems.

Error - “Path ‘C:\Temp\MSSQLServer\1137 040 769567’ does not exist”

Answer - If you get this error while you are doing MS SQL or MS Exchange backup, please try to use an UNC path (e.g. //server/share) in "Temporary directory for storing backup files" under [Backup Source Settings]. Please make sure that your OBM is on the same machine as your MS SQL or MS Exchange. Please also ensure that you have included the appropriate “Network Resources Authentication for Windows” information in the backup set.

For MS SQL Server, you may want to check whether if it can spool the database file correctly by running the following command:

(Windows Authentication mode)
osql -E -Q "DECLARE @dbname char(64) SET @dbname = 'xxx' BACKUP DATABASE @dbname TO DISK = '//server/share/abc.txt' WITH SKIP"

OR

(SQL Server Authentication mode)
osql -U USERNAME -P PASSWORD -Q "DECLARE @dbname char(64) SET @dbname = 'xxx' BACKUP DATABASE @dbname TO DISK = '//server/share/abc.txt' WITH SKIP"

Note:
USERNAME/PASSWORD = the database username/password
xxx = the database that you would like to backup
//server/share/abc.txt = the location for the database spooling file

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