Category: Troubleshooting

Checking if device xx is ready: DeviceIoControl: The request failed due to a fatal device hardware error

This error can occur when performing a Disk Image Backup.

This error message indicates that there was a fatal hardware error when attempting to check if the disk device named 'xx' is ready.

When a fatal hardware error occurs, it typically means that the device has encountered a problem that prevents it from functioning properly. This could be due to a physical defect in the disk or controller hardware, such as a faulty component.

The error message specifically mentions the DeviceIoControl function, which is a Windows API function used to send control codes to a device driver. This suggests that the error occurred while attempting to communicate with the device driver for the disk.

To resolve this issue:

  1. Check windows system event logs for disk related errors, specifically around the time of backup.
  2. You may need to replace a faulty disk or controller.
  3. At this point it's important to ensure that you actually have good backups of any important data stored on this disk, as the fatal hardware error will likely cause data loss or corruption.

eazyBackup

Disk Image Backup – Checking if device is ready: DeviceIoControl: The request could not be performed because of an I/O device error

The particular error can occur when performing a Disk Image backup.

This message is stating that an I/O device error occurred when attempting to check if the disk device named 'xx' is ready.

Generally these I/O device errors can occur when there is a problem with the communication between the computer and the device. This could be caused by a hardware issue, such as a faulty cable or disk, or a software issue, such as a problem with the device driver or file system.

In this particular error, it mentions the DeviceIoControl function, which is a Windows API function used to send control codes to a device driver. This suggests that the error occurred while attempting to communicate with the device driver for the disk.

These kinds of issues can be related to the disk itself, such as a mechanical failure, bad sectors, or file system corruption. It could also be caused by a problem with the disk controller, such as a faulty cable, a driver issue, or a problem with the motherboard or other hardware component.

You may need to perform further diagnosis to determine the root cause. For e.g. disk diagnostic tools, checking the cable connections, updating device drivers or firmware, or replacing hardware components, etc.

eazyBackup

Runtime: VirtualAlloc of xx bytes failed with errno=1455 fatal error: out of memory

When performing a backup using the windows desktop application, the backup finishes with an error status message - fatal error: out of memory, and you might see stack trace similar to the following example.

This kind of error is a result of the application requesting more memory than is currently available on the system.

  • Check the memory usage, and if possible, stop other applications that may be using large amounts of system memory.
  • Check your windows event logs around the time the error occurred in your backup logs
  • In the eazybackup desktop application, you can optionally edit your Protected Item Schedule and select the option to "prefer temp files over memory". This option will reduce performance, but if upgrading system memory is not an option you can consider this alternative.
  • This issue on rare cases could also be caused by memory fragmentation or other issues with the operating system's memory management.


Technical details of what's happening here:
This error message is a stack trace of a runtime error that occurred in the application which it written in Go. The error occurred in the memory management part of the runtime, specifically in the sysUsedOS() function which is responsible for requesting memory from the operating system. The error indicates that the runtime was unable to allocate a contiguous block of memory of 0x8000000 bytes in size, which is 128 MB.

The stack trace shows that the error occurred in the mheap package, which is responsible for allocating memory for the Go program. The mheap package attempted to allocate a contiguous block of memory by calling the sysUsedOS() function, but the call failed, resulting in the panic.

eazyBackup

The System State encountered a problem: exit status 0xfffffffc

The error message "The System State encountered a problem: exit status 0xfffffffc" typically indicates that there was an issue while performing a Windows System State backup. The exit status code 0xfffffffc is a hexadecimal value that translates to a decimal value of -4.

There are a few possible reasons why this error might occur, such as:

  1. Backup destination (Spool Device) has insufficient disk space: If the drive where you're trying to store the backup doesn't have enough space, it can cause this error.

    This is the most likely cause of the error. The Windows System state backup requires a temporary location (Spool location) where it can create a copy of the backup. The eazyBackup application can then backup the system state backup from your local temp spool location to the cloud.

  2. Backup operation is interrupted: If the backup operation is interrupted, either due to a network issue, system reboot, or some other reason, it can cause this error.

Check the following:

  1. Ensure that the destination spool drive has sufficient disk space to store the backup.
  2. Verify that the backup operation is not being interrupted during the backup process.
  3. Review the system event logs at the time the backup runs for any related error messages or events that may help identify the cause of the problem.

 

eazyBackup

Set-Disk : Access Denied During Disk Image Backup

During a Disk Image Backup you might recevie an error message similar to the folloowing example:

Set-Disk : Access Denied
Activity ID: {f54d7516-4c6a-45c4-a05c-89a96910243d}
At C:\Scripts\mount-hdd.ps1:28 char:1
+ Set-Disk -UniqueId $ExternalDriveId -IsOffline $False
+ CategoryInfo : PermissionDenied: (StorageWMI:ROOT/Microsoft/..._StorageCmdlets) [Set-Disk], CimException
+ FullyQualifiedErrorId : StorageWMI 40001,Set-Disk

eazyBackup tries to use the Set-Disk cmdlet a PowerShell script, and is unable to complete successfully due to a permission issue.

the Set-Disk cmdlet in PowerShell is used to modify properties of a disk, such as its status, online or offline state, read-only attribute, and other settings. This cmdlet is a part of the Storage module in PowerShell, which provides a set of cmdlets for managing storage devices and subsystems on Windows computers.

The cmdlet is trying to change the status your disk using the unique identifier (UUID), and it's being denied access to do so. This could be due to several reasons, including:

  1. Insufficient permissions: The user account running the script may not have the necessary permissions to modify the disk.
  2. Antivirus or security software: Some antivirus or security software may prevent changes to disks or partitions.
  3. Locked or in-use disk: The disk you're trying to modify may be locked or in use by another application or process.

To resolve this issue, you can try the following steps:

  1. Change the Log On user running the eazyBackup Delegate background service to an account with elevated privileges:- Open Windows services (Windows Key + R, enter Services.msc, press enter).
    - Locate the eazyBackup Delegate service, right click and select Properties.
    - From the Log On tab you will see the default user is NT SERVICE\backup.delegate.
    - Click the Browse button to locate another system account that has elevated privledges.
    - Enter the password for that account and then click OK.
    - Restart the eazyBackup Delegate service for the chages to tak effect.

  2. Disable antivirus or security software: Temporarily disable any antivirus or security software running on your system and try running the script again.
  3. Ensure the disk is not in use: Close any applications or processes that may be using the disk you're trying to modify, and then try running the script again.

If none of these steps resolve the issue, please contact our support team for assistance troubleshooting.

eazyBackup

WARNING Data error (cyclic redundancy check) occurred inside byte range

During the backup of a Disk Image Protected Item, you may recevie a warning similar to:

WARNING: read \Device\HarddiskVolumeShadowCopy: Data error (cyclic redundancy check). occurred inside byte range xxxxxx - xxxxxx. Skipping this range, some files may be unrecoverable.

This error indicates a hardware failure with the hard drive or a component between it and the operating system. The Disk Image backup should be saved, but but with these byte ranges empty.

If you have recently replaced your hard drive, cloning the the old hard drive to the replacement, it is possible that some of the cloned data was corrupt on the old hard drive and has been replicated to the replacement. This issue can occue with 3rd party disk cloing tools where corrupt files from bad sectors on the disk will be replicated to the replacement hardware.

If you are confident that the hard drive and hardware (disk controller, SATA cables, etc) in the system is in good condigtion, you can try performing an on-boot chkdsk

chkdsk /B /X

  • Right-click the “Start menu” and select “Windows PowerShell (Admin).” In the User Account Control (UAC) window, select “Yes” to give it permission to launch the Windows Command Processor and make changes. Type “chkdsk c: /x /r” without the quotes to scan it for errors, and repair it.
  • Try replacing the SATA cables, and plugging the drive into another SATA port
  • Confirm that the VMDK image is available for restore.
  • Perform a test restore of the VMDK image, run your VMDK Disk Image in an application like Virtual Box to confirm you have a good backup.

eazyBackup

Couldn’t save Office 365 data for account – The requested user is invalid

In your Microsoft 365 backup, you recevie an error similar to:

Couldn't save Office 365 data for account email@example.com: Failed to read account email@example.com with id  : requested Item not found ErrorInvalidUser The requested user 'email@example.com' is invalid.

  • This error is caused by a response from the Azure servers that this user does not have a valid ID.
  • Check that this account has a vailid license and check the type of license assigned to this user.
  • Confirm that this user able to log into the Office 365 website. If this user does not have a license that allows them to login to the O365 website, remove this account from your 365 Protected Item.

eazyBackup

Couldn’t save folder details: fs.TempFile: Access is denied

This error is likely related to the eazyBackup delegate service user having insufficent permissions to to access one of the default temp folder locations.

You will need to switch the eazybackup.delegate service user on this device to use the local system account, or another Windows user of your choice, such as your own account.

  • Open Windows Services: Press the Windows Key + R
  • In the Run dialog box type Services.msc, press enter

  • In the list of Windows Services, locate eazyBackup.Delegate
  • Right click on the eazyBackup.Delegate service, select properties
  • Click on the Log On tab
  • Select Log on as: Local System account - or another Windows user of your choice
  • Click OK
  • Right click on the eazyBackup.Delegate, select Restart
  • Run a backup to confirm the issue is resolved

 

 

 

eazyBackup

Lstat: CreateFile \\?\UNC\ backup: Access is denied.

Lstat: CreateFile \\?\UNC\ backup: Access is denied.

When performing a backup of a network location such as a mapped network drive or UNC path you may receive an error message similar to this in your backup logs.

The error message, "Lstat: CreateFile \?\UNC\Server\Path: Access is denied," indicates that there was an error while trying to retrieve information about a file or directory located on a UNC (Universal Naming Convention) network path.

This error message could be due to several reasons, such as:

  1. Incorrect login credentials: The network login credentials you supplied in the Protected Item to access the network drive may be incorrect, or the account you used may not have sufficient permissions to access the drive.
  2. You have not added network credentials in the Protected Item, and the backup service is unable to access the UNC path without your login credentials.

Please see our guide to backing up network shares. There are some important steps you don't want to miss.

https://eazybackup.com/knowledge-base/how-to-backup-windows-network-shares-and-unc-paths/

Some additional information on the error, we get asked frequetly about the meaning of Lstat and CreateFile:

Lstat and CreateFile are functions used in the context of accessing files and directories in Windows and Linux operating systems.

In Windows, the CreateFile function is used to create or open a file or device for reading, writing, or other types of operations.

Lstat is a function used in the Linux operating system to retrieve information about a file or directory, such as its type, size, and permissions.

 

 

eazyBackup

Shared Memory Provider: Could not open a connection to SQL Server

When performing a backup of an MSSQL database, you may receive the following errors in your job logs.

Couldn't connect to database: Shared Memory Provider: Could not open a connection to SQL Server [2].
Couldn't connect to database: [DBNETLIB][ConnectionOpen (Connect()).]SQL Server does not exist or access denied.

This article aims to explain how eazyBackup connects connects to MSSQL databases and offer some basic troubleshooting steps.

SQL Server Connection Details:

Connection details should be supplied before selecting databases. eazyBackup will only connect to an SQL Server running on the local machine. You must enter the instance name, or leave the field blank to use the default instance.

Server Address:

The address is always localhost, eazyBackup does not use TCP addresses or TCP ports to connect to SQL Server instances. eazyBackup makes use of "Shared Memory" to connect to SQL Server instances.

If you encounter authentication issues connecting to your SQL Server, you must ensure that "Shared Memory protocol" is enabled in SQL Server Configuration Manager.

Open the SQL Server Configuration Manager:

Check that you have the Shared Memory protocol enabled

Drivers

Ensure you have the correct drivers installed so that eazyBackup can connect to your database.

OLE DB and ODBC are data access methods that use pluggable "drivers" / "providers" for connecting to databases like SQL Server. The following drivers for OLE DB / ODBC support SQL Server:

Driver TLS 1.2 Support Notes
MSOLEDBSQL Yes Included with SQL Server 2016 and 2017; Optional download from https://www.microsoft.com/en-us/download/details.aspx?id=56730
SQLNCLI11 Yes Included with SQL Server 2012 and 2014; Optional download from https://www.microsoft.com/en-us/download/details.aspx?id=50402
SQLNCLI10 No Included with SQL Server 2008
SQLNCLI No Included with SQL Server 2005
SQLOLEDB No Included with SQL Server (all versions); Included with Windows since XP / Server 2003

Find out which drivers you have installed.

    • for 
      ODBC, Open the Run dialog and enter odbcad32.exe > check the "Drivers" tab; or

eazyBackup defaults to using the MSOLEDBSQL driver if available. If this driver is not available, the SQLNCLI11 and SQLOLEDB drivers will be used as a fallback. Authentication eazyBackup allows you to connect to SQL Server using either Windows authentication or native SQL Server authentication. If you are using SQL Server authentication, you must enter a valid username and password to connect to SQL Server. If you are using Windows authentication, you can either

    • enter valid Windows credentials to impersonate that user account; or
    • leave the field blank, to connect as the logged-on account of the background backup.elevator service (normally running as the LOCAL SYSTEM Windows user account); or
    • enter NT SERVICE\backup.delegate with no password, to connect as the logged-on account of the background backup.delegate service (normally running as the NT SERVICE\backup.delegate Windows user account)

In addition, you may assign any Windows user account to have sysadmin rights within SQL Server. Multiple instances eazyBackup supports backing up multiple instances from SQL Server. You can select an instance for backup, by entering the instance name in the "Instance Name" field. Leave this field blank to use the default instance. eazyBackup automatically lists available instances for selection in the drop-down menu. Confirm the SQL Server is running.

All Programs >> Microsoft SQL Server xxxx >> Configuration Tools >> 
SQL Server Configuration Manager >> SQL Server Services, 
check if SQL Server service status is “Running”.

eazyBackup

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