Veeam Backup shell has Stopped working
Hi, I backup a bunch of virtual machines (I am running ESXi 5.5 U3 + vCenter Server) using the free edition of Veeam. It appears that recently, something changed (likely system updates maybe) and since then I can no longer open the veeam management console. It just gets stuck on the splash screen that shows "Veeam Backup & Replication 98.4 U4" and sits there forever (I have tried leaving it for 8+ Hours overnight). I've tried all the usual stuff - reboots etc - but that has not helped. I've checked all the basics like the disk hasn't ran out of space etc too. The event log isn't showing any errors either. Lastly, I the CPU on this server is at ~50% and the ram (8GB) is at 100% even though the server isn't really doing anything at this stage (this is unusual - it should be idle at this time of day). Any ideas on where I should start with troubleshooting this?
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johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 08, 2020 3:03 am this post Hi, I have been running Veeam Backup & Replication v9 Community for around 6 months and recently the Console Fails to Open. I tried reinstalling the console, then reinstalling the product, then upgrading to version 10a. I have also checked that the services are running (SQL Server service + Veeam Services), ran Windows updates, ran Veeam's "Configure Database Connection Settings", and just going next > next > finish to apply the settings. But none of this has solved the issue. The system is Windows Server 2012R2. Please assist John.
Egor Yakovlev Veeam Software Posts: 2316 Liked: 566 times Joined: Jun 14, 2013 9:30 am Full Name: Egor Yakovlev Location: Prague, Czech Republic Contact: Contact Egor Yakovlev
Post by Egor Yakovlev » Nov 08, 2020 8:04 am this post Hi John Please provide a support case ID for this issue, as requested when you click New Topic, otherwise we will have to play a guessing game here. Does it give any error message? Check console logs under C:\ProgramData\Veeam\Backup\ /Thanks!
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 08, 2020 9:27 am this post Hi Egor, Thanks for your reply. Since posting this I have spent several hours investigating and discovered Windows Event Log entries as per below: Faulting application name: veeam.backup.shell.exe, version: 10.0.1.4854, time stamp: 0x5f171f15 Faulting module name: KERNELBASE.dll, version: 6.3.9600.19724, time stamp: 0x5ec5262a Exception code: 0xe0434352 Fault offset: 0x0000000000007afc Faulting process id: 0x2604 Faulting application start time: 0x01d6b5802e48b267 Faulting application path: C:\Program Files\Veeam\Backup and Replication\Console\veeam.backup.shell.exe Faulting module path: C:\Windows\system32\KERNELBASE.dll Report Id: 6c2bee16-2173-11eb-8144-20474784743e Faulting package full name: Faulting package-relative application ID: I have also lodged a support ticket (case number is 04483683). In terms of logs. I have checked these four directories which are under C:\Program Files\Veeam and couldn't find any logs. Backup and Replication Backup File System VSS Integration Endpoint Backup Veeam Distribution Service
soncscy Veeam Legend Posts: 612 Liked: 293 times Joined: Aug 04, 2019 2:57 pm Full Name: Harvey Carel Contact: Contact soncscy
Post by soncscy » Nov 08, 2020 9:47 am this post Hey John, Programdata, not Files I just checked my lab installation and there's a Backup and Replication folder there, which I suppose you need. Maybe the setup one too, but who knows, better more than less right?Also, anything lead up to that message in your event log?
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 09, 2020 8:49 am this post Hi, I have checked and could not find ProgramData\Veeam\Backup\ under C drive, but did find the directory under F Drive. I navigated all the way down to F:\ProgramData\Veeam\Backup\IRCache\NfsDatastore but no files existed. (I checked to ensure that the directories are showing hidden files). In regards to the event log - these are the three events posted under the Application event log when I attempt to open Veeam Backup & Replication Console Code: Select all Log Name: Application Source: Windows Error Reporting Date: 9/11/2020 6:44:27 PM Event ID: 1001 Task Category: None Level: Information Keywords: Classic User: N/A Computer: LJServer.LJHJIM.local Description: Fault bucket 1522622337223970793, type 5 Event Name: CLR20r3 Response: Not available Cab Id: 0 Problem signature: P1: veeam.backup.shell.exe P2: 10.0.1.4854 P3: 5f171f15 P4: System.Xml P5: 4.8.3761.0 P6: 5c9c701a P7: b85 P8: 27 P9: IOIBMURHYNRXKW0ZXKYRVFN0BOYYUFOW P10: Attached files: C:\Users\admin22\AppData\Local\Temp\WER686F.tmp.WERInternalMetadata.xml These files may be available here: C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_veeam.backup.she_171d546e8023101a23c843e7d79b61b51cb48d4_d7583113_2d0b7c74 Analysis symbol: Rechecking for solution: 0 Report Id: c2a3c5b3-2267-11eb-8144-20474784743e Report Status: 0 Hashed bucket: 09eeef740875b2f4452170f2d14f4fe9 Event Xml:John.
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 09, 2020 8:54 am this post further to the above - I have navigated to C:\ProgramData\Microsoft\Windows\WER\ReportArchive and opened the specified file: ReportArchive\AppCrash_veeam.backup.she_171d546e8023101a23c843e7d79b61b51cb48d4_d7583113_2d0b7c74 in Notepad. The contents is pasted below. Hopefully this also helps. Code: Select all Version=1 EventType=CLR20r3 EventTime=132493850619600313 ReportType=2 Consent=1 UploadTime=132493850619990242 ReportIdentifier=c2a3c5b4-2267-11eb-8144-20474784743e IntegratorReportIdentifier=c2a3c5b3-2267-11eb-8144-20474784743e NsAppName=veeam.backup.shell.exe Response.BucketId=09eeef740875b2f4452170f2d14f4fe9 Response.BucketTable=5 Response.LegacyBucketId=1522622337223970793 Response.type=4 Sig[0].Name=Problem Signature 01 Sig[0].Value=veeam.backup.shell.exe Sig[1].Name=Problem Signature 02 Sig[1].Value=10.0.1.4854 Sig[2].Name=Problem Signature 03 Sig[2].Value=5f171f15 Sig[3].Name=Problem Signature 04 Sig[3].Value=System.Xml Sig[4].Name=Problem Signature 05 Sig[4].Value=4.8.3761.0 Sig[5].Name=Problem Signature 06 Sig[5].Value=5c9c701a Sig[6].Name=Problem Signature 07 Sig[6].Value=b85 Sig[7].Name=Problem Signature 08 Sig[7].Value=27 Sig[8].Name=Problem Signature 09 Sig[8].Value=IOIBMURHYNRXKW0ZXKYRVFN0BOYYUFOW DynamicSig[1].Name=OS Version DynamicSig[1].Value=6.3.9600.2.0.0.305.50 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=3081 DynamicSig[22].Name=Additional Information 1 DynamicSig[22].Value=e44c DynamicSig[23].Name=Additional Information 2 DynamicSig[23].Value=e44c9bae2a19f2a4176eff968e00ad1a DynamicSig[24].Name=Additional Information 3 DynamicSig[24].Value=1516 DynamicSig[25].Name=Additional Information 4 DynamicSig[25].Value=15164b3f3941f9ee93e95fb3a5673d9e UI[2]=C:\Program Files\Veeam\Backup and Replication\Console\veeam.backup.shell.exe LoadedModule[0]=C:\Program Files\Veeam\Backup and Replication\Console\veeam.backup.shell.exe LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll LoadedModule[2]=C:\Windows\SYSTEM32\MSCOREE.DLL LoadedModule[3]=C:\Windows\system32\KERNEL32.dll LoadedModule[4]=C:\Windows\system32\KERNELBASE.dll LoadedModule[5]=C:\Windows\system32\ADVAPI32.dll LoadedModule[6]=C:\Windows\system32\msvcrt.dll LoadedModule[7]=C:\Windows\SYSTEM32\sechost.dll LoadedModule[8]=C:\Windows\system32\RPCRT4.dll LoadedModule[9]=C:\Windows\system32\SspiCli.dll LoadedModule[10]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\mscoreei.dll LoadedModule[11]=C:\Windows\system32\SHLWAPI.dll LoadedModule[12]=C:\Windows\SYSTEM32\combase.dll LoadedModule[13]=C:\Windows\system32\USER32.dll LoadedModule[14]=C:\Windows\system32\GDI32.dll LoadedModule[15]=C:\Windows\system32\IMM32.DLL LoadedModule[16]=C:\Windows\system32\MSCTF.dll LoadedModule[17]=C:\Windows\SYSTEM32\kernel.appcore.dll LoadedModule[18]=C:\Windows\SYSTEM32\VERSION.dll LoadedModule[19]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll LoadedModule[20]=C:\Windows\SYSTEM32\VCRUNTIME140_CLR0400.dll LoadedModule[21]=C:\Windows\SYSTEM32\ucrtbase_clr0400.dll LoadedModule[22]=C:\Windows\assembly\NativeImages_v4.0.30319_64\mscorlib\9feb7da5be83625fe0b90296fdb01d2f\mscorlib.ni.dll LoadedModule[23]=C:\Windows\system32\ole32.dll LoadedModule[24]=C:\Windows\SYSTEM32\CRYPTBASE.dll LoadedModule[25]=C:\Windows\SYSTEM32\bcryptPrimitives.dll LoadedModule[26]=C:\Windows\system32\uxtheme.dll LoadedModule[27]=C:\Program Files (x86)\TeamViewer\tv_x64.dll LoadedModule[28]=C:\Windows\system32\SHELL32.dll LoadedModule[29]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clrjit.dll LoadedModule[30]=C:\Windows\SYSTEM32\CRYPTSP.dll LoadedModule[31]=C:\Windows\system32\rsaenh.dll LoadedModule[32]=C:\Windows\SYSTEM32\bcrypt.dll LoadedModule[33]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System\adc3274d14839555a41f86a16e69371b\System.ni.dll LoadedModule[34]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Core\21f58d7b44f86a37f41c285a11cb635d\System.Core.ni.dll LoadedModule[35]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Drawing\76d07ed40af688e16268adac57348a00\System.Drawing.ni.dll LoadedModule[36]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Windows.Forms\3c19b6bcab27d68ddcee00814e3a59aa\System.Windows.Forms.ni.dll LoadedModule[37]=C:\Windows\assembly\NativeImages_v4.0.30319_64\WindowsBase\52cf23ead6542e83e015c4cd1d2eb617\WindowsBase.ni.dll LoadedModule[38]=C:\Windows\assembly\NativeImages_v4.0.30319_64\PresentationCore\4ca03082a002fa2fd06bf3ee4e78eb5c\PresentationCore.ni.dll LoadedModule[39]=C:\Windows\assembly\NativeImages_v4.0.30319_64\Presentatio5ae0f00f#\515c36c57dbcbb4290ebed9643a4b6e2\PresentationFramework.ni.dll LoadedModule[40]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Xaml\412621795dd68a58138ff81385476645\System.Xaml.ni.dll LoadedModule[41]=C:\Windows\SYSTEM32\dwrite.dll LoadedModule[42]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\wpfgfx_v0400.dll LoadedModule[43]=C:\Windows\SYSTEM32\MSVCP140_CLR0400.dll LoadedModule[44]=C:\Windows\system32\OLEAUT32.dll LoadedModule[45]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\PresentationNative_v0400.dll LoadedModule[46]=C:\Windows\system32\SHCORE.dll LoadedModule[47]=C:\Windows\system32\profapi.dll LoadedModule[48]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Configuration\c9dabb08bcb0c404e7cbc9d367f8e209\System.Configuration.ni.dll LoadedModule[49]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Xml\d999e7e6ee9c44d2bfe5faf69e7208ba\System.Xml.ni.dll LoadedModule[50]=C:\Windows\system32\dwmapi.dll LoadedModule[51]=C:\Windows\assembly\NativeImages_v4.0.30319_64\WindowsForm0b574481#\d08495fe385bb7b95444552b1f3f8872\WindowsFormsIntegration.ni.dll LoadedModule[52]=C:\Windows\assembly\NativeImages_v4.0.30319_64\Presentatio53a7a42c#\c3f096f190de757426d411faef584c39\PresentationFramework.AeroLite.ni.dll LoadedModule[53]=C:\Windows\SYSTEM32\urlmon.dll LoadedModule[54]=C:\Windows\SYSTEM32\iertutil.dll LoadedModule[55]=C:\Windows\SYSTEM32\WININET.dll LoadedModule[56]=C:\Windows\SYSTEM32\USERENV.dll LoadedModule[57]=C:\Windows\SYSTEM32\Secur32.dll LoadedModule[58]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\diasymreader.dll State[0].Key=Transport.DoneStage1 State[0].Value=1 FriendlyEventName=Stopped working ConsentKey=CLR20r3 AppName=Veeam.Backup.Shell AppPath=C:\Program Files\Veeam\Backup and Replication\Console\veeam.backup.shell.exe NsPartner=windows NsGroup=windows8 ApplicationIdentity=34FC929D7211798B6B51E2723E8D51B3 6:51 PM 9/11/2020
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 11, 2020 10:39 am this post I hope that Veeam technical support can look at this and post a resolution. From a google search - it seems that others have experienced the same issue. John.
Egor Yakovlev Veeam Software Posts: 2316 Liked: 566 times Joined: Jun 14, 2013 9:30 am Full Name: Egor Yakovlev Location: Prague, Czech Republic Contact: Contact Egor Yakovlev
Post by Egor Yakovlev » Nov 11, 2020 11:29 am 1 person likes this post It is an infrastructure-specific issue. Can you please try the following: - navigate to C:\Users\[YourUserName]\AppData\Local\Veeam_Software_Group_GmbH\veeam.backup.shell.exe_Url_hu1utqnj52thvmhrg5kie2bl15o22i22\10.0.0.0 - rename the user.config file - launch VBR console See if that helps.
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 11, 2020 1:05 pm this post Hi, This has resolved the issue and Console now opens. However - when I attempt to start the backup job it stops with the error "11/11/2020 11:01:55 PM :: Processing LJServer.LJHJIM.local Error: No connection could be made because the target machine actively refused it 192.168.15.250:6184 " I have ran 'Configuration Database Connection Settings' but this has not resolved the new issue. Thank you - much appreciated in terms of resolving the console issue. Any suggestion in regards to the next issue would be appreciated. It is late here so I re-check this forum tomorrow. John.
Egor Yakovlev Veeam Software Posts: 2316 Liked: 566 times Joined: Jun 14, 2013 9:30 am Full Name: Egor Yakovlev Location: Prague, Czech Republic Contact: Contact Egor Yakovlev
Post by Egor Yakovlev » Nov 11, 2020 1:28 pm this post Thanks for update and I am glad it sorted out with the console start! Fresh issue with job is non-related and it looks like communication with Veeam Agent is broken - give LJ server a reboot and go under Inventory node -> rescan the agent machine from Physical Infrastructure there - that should give more clues to follow. /Cheers!
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 11, 2020 10:31 pm this post Thank you for the reply. I have performed the inventory scan and discovered that the agent is missing. Tried to install the agent but the server is advising that it requires a reboot first. Unfortunately - I have to wait until afterhours tonight. I will advise of the outcome once the server has been rebooted and agent installed. Regards John.
johnb23 Novice Posts: 9 Liked: 1 time Joined: Nov 08, 2020 2:56 am Full Name: John Bragg Contact: Contact johnb23
Post by johnb23 » Nov 12, 2020 10:53 am 1 person likes this post Hi All, This has now resolved itself after a server reboot. Thank you for your assistance and I hope that this thread assists others in the future. Regards John.
alexmilla Lurker Posts: 1 Liked: 2 times Joined: Jan 28, 2021 11:28 am Full Name: Alex Milla Contact: Contact alexmilla
Post by alexmilla » Jan 28, 2021 11:30 am 2 people like this post Great, your solution worked on the first try.
StephanG Enthusiast Posts: 61 Liked: 2 times Joined: Sep 07, 2014 11:15 am Full Name: Stephan G Contact: Contact StephanG
Post by StephanG » Oct 17, 2021 1:13 pm this post Having the same problem. But where is the folder for v11? Renaming the file does not work. -- Workaround: Created a new user on the server and with a clean profile it works - the config file must be somewhere
Egor Yakovlev Veeam Software Posts: 2316 Liked: 566 times Joined: Jun 14, 2013 9:30 am Full Name: Egor Yakovlev Location: Prague, Czech Republic Contact: Contact Egor Yakovlev
Post by Egor Yakovlev » Oct 17, 2021 5:20 pm this post Hi Stephan, Path to config file is pretty much the same in v11, just a different sub Code: Select all C:\Users\[UserName]\AppData\Local\Veeam_Software_Group_GmbH\veeam.backup.shell.exe_Url_hu1utqnj52thvmhrg5kie2bl15o22i22\11.0.0.0\user.config
stevenrodenburg1 Expert Posts: 135 Liked: 20 times Joined: May 31, 2011 9:11 am Full Name: Steven Rodenburg Location: Switzerland Contact: Contact stevenrodenburg1
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Post by stevenrodenburg1 » Nov 23, 2021 4:45 pm this post "Workaround: Created a new user on the server and with a clean profile it works - the config file must be somewhere" No no no that is a "throwing away the baby with the bathwater solution" The console can be a bit "iffy" and so if this happens again in the future, simply delete the "C:\Users\[UserName]\AppData\Local\Veeam_Software_Group_GmbH" folder and it should start again without a problem. The folder will be re-created and all is good again.
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