Document ID: 327105
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A potential for System State data loss has been discovered in NetBackup Server / Enterprise Server 6.5.4. This occur when the System State is selected for backup and snapshot error control is changed from the default setting to "Disable snapshot and Continue". This issue only affects Windows clients.
Details:
Introduction:
When using the "Disable snapshot and continue" snapshot method for a NetBackup 6.5.4 windows client, the system state will not be backed up.  There is no indication that it was skipped and the backup will report a Status 0 if there are no other issues.  This issue only affects System State data and can occur when using either VSP or VSS Snapshot providers.  The default setting is "Abort backup on error".


What is affected:
The following versions of NetBackup Enterprise Server are affected, on all supported Windows client platforms (excluding Windows 2000):
- NetBackup Server / Enterprise Server 6.5.4  


How to Determine if Affected:
System State Data loss has been known to occur if ALL of the following conditions are met:
- The NetBackup Client is running version 6.5.4
- System_State:\ or anything that includes System State (such as ALL_LOCAL_DRIVES or Shadow Copy Components:\) is specified as a backup selection for any policy.
- In the Master Server's Host Properties, the client attributes for the client have the following selected (Figure 1):
-  "Windows Open File Backup" is enabled
-  The selected Snapshot Provider is supported and affected (see Figure 2)
-  "Disable snapshot and continue" is selected for the snapshot error control
- The backup will continue as directed, but the Status of the backup will report as Status 0 (Successful).  This leaves no clear indication that the System State was missed.
- A System State recovery for this client is later necessary, but not possible due to this issue.

Figure 1  Host properties listing for a Windows client.
 


Figure 2  Both VSP and VSS are affected, depending on the platform.
 


Workaround:
Two separate workarounds are available:

Workaround A
Ensure that "Abort backup on error" is selected for Snapshot error control instead of "Disable snapshot and continue". This is the default.

Workaround B
Disable "Windows Open File Backups" for the client(s) in question.

If these workarounds are unfeasible, a fix for this issue has been posted and can be obtained by accessing this TechFile:
 http://support.veritas.com/docs/329235

Formal Resolution:
The formal resolution to this issue will be included in the following release update:
- NetBackup 6.5 Release Update 5 (6.5.5), expected to be released in the fourth quarter of 2009.

When 6.5.5 is released, please refer back to this document's Related Documents section for links to the fixes, or subscribe to this article as mentioned below.


Symantec Strongly Recommends the Following Best Practices:
- Always perform a full backup prior to and after any changes to your environment.
- Always make sure that your environment is running the latest version and patch level.
- Periodically test restores.
- Subscribe to technical articles.


How to Subscribe to Software Alerts:
If you have not received this TechNote from the Symantec Email Notification Service as a Software Alerts, please subscribe at the following link:
 http://maillist.entsupport.symantec.com/subscribe.asp

If further information becomes available, this document will be updated accordingly.  Subscribe to this document directly to be informed of any changes by clicking the following link:
 http://maillist.support.veritas.com/notification.asp?doc=327105


Supplemental Material:

System: Ref.#Description
Error Code: 1705939 ETrack (NetBackup) 1705939: After upgrading Windows 2003 clients to 6.5.4FA, all System State backups are skipped.

Products Applied:
 NetBackup Enterprise Server 6.5.4
 NetBackup Server 6.5.4
Last Updated: August 10 2009 03:20 PM GMT
Expires on: 06-25-2010
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Subjects:
 NetBackup Enterprise Server
   Publishing Status: Techalert
NetBackup Server
   Publishing Status: Techalert

Languages:
 English (US)

Operating Systems:
Windows XP

Pro 5.1, Pro 5.1 64-bit

Windows Server 2003

Enterprise (IA64), Enterprise (x64), Enterprise SP1(IA64), Enterprise SP1(x64), Enterprise SP2, Enterprise SP2(x64), Enterprise Server, Enterprise ServerSP1, Storage Server, Storage Server (x64)

Windows Vista

Business (x64) 6.0.6000, Business (x86) 6.0.6000

Windows Server 2008

Enterprise (x64-64bit), Enterprise (x86-32bit), Itanium