Volume Shadow Copy Service is being corrupted or shut off by MozyPro

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  • Updated 4 years ago
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Back to the same old nonsense - "unable to snapshot drive (Snapshot Error))". When I uninstalled 1.14.0.6 and installed 1.14.1.6 the program ran as normal and then did a full back-up of my system. I have scheduled it to run 1 time a day only at night as it appears that it uses too many system resources or causes other problems if I have it running to do automatic back-ups. It was scheduled to back-up my computer last night at 1:00am. The back-up ran, but it could not back up 15 files because they were locked.

I checked my services and the Volume Shadow Copy service was off. It had been on and was set to automatic with the properties set to restart it 3x's if it stopped for some reason. Whatever MozyPro is doing, it is causing the Volume Shadow Copy to turn off. This has been a constant problem with mozy for at least 6 weeks and coincided with the installation of 1.14.0.6. I have seen many other posts on this site were other users have encountered the same problem over and over.

Mozy IT must be aware of this issue and is either not addressing it or has not been able to. This is ridiculous for a company whose only mission is to provide safe, consistent back-ups.

Others who have suddenly had similar problems, look at the other posts on this site and you will see a number of people who have pinpointed their problems to this specific issue and the install of Version 1.14.0.6. It is continuing with Version 1.14.1.6. This is a known issue and has been for at least 6 weeks. Be very concerned, as I am, that this is a significant problem with this software.
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Robert Walsh

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  • very concerned there is a major software problem

Posted 6 years ago

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Mike Jones, Official Rep

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1.14 uses VSS throughout the whole program. Obviously if your OS has VSS problems, then mozy will bring those problems out. Check your event and system logs. Also do a vssadmin list writers from a command prompt and see if any of the writers' state say something besides stable.
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Dan

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I have the same problem... no backup in 11 days. "Open file support" was already ON, (even though the mozy error solution said "open file support" must have gotten turned OFF somehow) so I turned it OFF and then I turned it back ON and ran a manual backup. Same error: snapshoterror1... what do I do?

All my logs show success - it shows about 5 entries for VSS starting successfully and stopping successfully at the end of the backup.

All my vssadmin writers are "stable" (whatever that means) - see below

This isn't even a server. It's running Windows XP Home SP3

==================================
C:\Documents and Settings\Owner>vssadmin list writers
vssadmin 1.0 - Volume Shadow Copy Service administrative command-line tool
(C) Copyright 2001 Microsoft Corp.

Writer name: 'Microsoft Writer (Service State)'
Writer Id: {e38c2e3c-d4fb-4f4d-9550-fcafda8aae9a}
Writer Instance Id: {0c82f467-12fb-41cd-84aa-73d65d25a5dd}
State: [1] Stable

Writer name: 'Microsoft Writer (Bootable State)'
Writer Id: {f2436e37-09f5-41af-9b2a-4ca2435dbfd5}
Writer Instance Id: {5f9aeeb2-be4c-4190-9647-ec09fc647492}
State: [1] Stable

Writer name: 'MSDEWriter'
Writer Id: {f8544ac1-0611-4fa5-b04b-f7ee00b03277}
Writer Instance Id: {305045a1-0cb3-462b-a0f9-0352e5d87e6f}
State: [1] Stable

Writer name: 'WMI Writer'
Writer Id: {a6ad56c2-b509-4e6c-bb19-49d8f43532f0}
Writer Instance Id: {8b54578e-2427-4e06-878a-094b5de68c88}
State: [1] Stable
====================================
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Robert Walsh

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Mike - look at the other posts, especially those under the back up freezes thread. There is a constant correlation between problems with VSS and MozyPro since the new versions were put out for installation. My VSS never had a problem until then. If this is happening to many others, the problem is with Mozy's software and you must be aware of the problem.

Yesterday I rebooted my machine and the program ran and did a back up. I checked my services and VSS was again off. This only happens in association with Mozy backups. I think you need to reexamine what you are doing and fix the problem. Many people have become very frustrated and your telephone support is useless.
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Mike Jones, Official Rep

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Dan, i would need to see some of the log file to determine more (c:\program files\mozy\data\mozy.log the bottom is the most recent), but it looks like this post is related to: http://getsatisfaction.com/mozy/topic...

We are aware of the problem and we are working on it.

Robert I would love to work with your issue further. I have never seen mozy turn off VSS because it ran a backup which makes me think your VSS is crashing when mozy uses it (Does it show anything in the event and system logs). Do you currently have a ticket with support? I could escalate it and have it worked on by some higher level technicians.
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Robert Walsh

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Mike - my ticket number is #OWT-857546. If you look at my logs on your side you will see that the backup is fine after a reboot, but subsequent backups after that for some reason do not complete because MozyPro stops the VSS service somehow and files remain locked. If it was a corrupted service, it would not back-up after a reboot. Also, none of this happened prior to 1.14.0.6. The problem is definitely on your end, as other posts will establish.
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Randy

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Mike, Jayanth just opened ticket UNO-802673 for me for this same issue, or something very similar, Just pointing it out in case you're keeping a list.
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Robert Walsh

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Mike - see the post following post from "Back-up freezes"

My backups are hanging at "Backup in progress.. Creating volume shadow copy snapshot set...." The problem started a couple of weeks ago and I'm unable to get any new backups. Upgraded to latest 1.14.1.6 client and same thing happens.

Here's today's error log entries

29Jun2009 23:17:04 mozybackup.exe: Service is stopping...
29Jun2009 23:18:33 mozybackup.exe: service is starting... (version 1.14.1.6)
29Jun2009 23:18:33 mozybackup.exe: Client OS is Windows XP Home Edition Service Pack 3 (build 2600)
29Jun2009 23:18:33 mozybackup.exe: Using temp dir: C:\WINDOWS\Temp\
29Jun2009 23:18:47 mozystat.exe: Warning: Status is already running.
29Jun2009 23:18:57 mozyconf.exe: Using temp dir: C:\Documents and Settings\David\Local Settings\Temp\
29Jun2009 23:19:28 mozybackup.exe: Starting backup: 1 0 1 1
29Jun2009 23:19:28 mozybackup.exe: user=xxxxxxxx@emc.com, machine=f60a57ebf0f782b4557aa07a16964e5720958187 (SIMBA)
29Jun2009 23:19:31 mozybackup.exe: Updating local configuration with server configuration...
29Jun2009 23:19:43 mozybackup.exe: Warning: Failed StartSnapshotSet: 80042316
29Jun2009 23:19:43 mozybackup.exe: Error: Failed to create VSS snapshot set

This is the same issue. It all relates to the VSS service.
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Robert Walsh

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Mike - these are other posts you are working on in another backup freezes post:

Inappropriate?
Keithius replied 2 days ago
Update again:

After enabling the "support for backing up open files" option, the backups were unable to complete. Using version 1.14.1.6 of the client, the backups failed with "FilesystemError2" and the Mozy.log file shows 10 "Error: Failed to open file for backup" messages (as before, seems to be random files that are not in use or anything) before finally finishing with:

Error: 125 other files failed to open.
Finished backup with code: 0xfffffff0 0 1 1

Here is the full log of the failed backup from start to finish in case this is helpful - I've removed the timestamps to make it more readable (everything happened with 5 minutes):

Starting backup: 2 0 1 1
user=keithius@[redacted].com, machine=30a6bc1975594c79cd3bf1035791dc5b231317ab (ELYSION)
Updating local configuration with server configuration...
Enumerating VSS backup set contents...
Error: Failed to open file for backup: (3: C:\Users\Keith\Music\Game Music\Re-Mixes\OC Remixes\Chrono Trigger\Chrono_Trigger_Corridor_of_Time_(Time_Warp_Mix)_OC_ReMix.mp3)
Error: Failed to open file for backup: (3: C:\Users\Keith\Music\Game Music\Re-Mixes\OC Remixes\Zelda\Legend_of_Zelda_A_Link_to_the_Past_Sacred_Flute_OC_ReMix.mp3)
Error: Failed to open file for backup: (3: C:\Users\Keith\Documents\Canon S3 IS User Guide (Advanced).pdf)
Error: Failed to open file for backup: (3: C:\Users\Keith\AppData\Roaming\Mozilla\Firefox\Profiles\8fnnhbyj.Keith - Work\places.sqlite-journal)
Error: Failed to open file for backup: (3: C:\Users\Keith\Documents\PSC Website\xmlrpc-2.2.2\doc\.svn\text-base\xmlrpc_php.pdf.svn-base)
Error: Failed to open file for backup: (3: C:\Users\Keith\Documents\PSC Website\xmlrpc-2.2.2\doc\.svn\text-base\xmlrpc_php.xml.svn-base)
Error: Failed to open file for backup: (3: C:\Users\Keith\Documents\PSC Website\images\leaves in state park.jpg)
Error: Failed to open file for backup: (3: C:\Users\Keith\Documents\PSC Website\images\.svn\text-base\leaves in state park.jpg.svn-base)
Error: Failed to open file for backup: (3: C:\Users\Keith\Documents\PSC Website\xmlrpc-2.2.2\lib\.svn\text-base\xmlrpc.inc.svn-base)
Error: Failed to open file for backup: (3: C:\Users\Keith\AppData\Roaming\Mozilla\Firefox\Profiles\4k9mj30t.default\bookmarkbackups\bookmarks-2009-06-29.json)
Error: 125 other files failed to open.
Finished backup with code: 0xfffffff0 0 1 1

If I turn OFF the "support backing up open files" option, the backup completes successfully.

INTERESTINGLY... looking through the files that were backed up after I turned off the "support backing up open files" option, I can see it backed up the files that were mentioned in the log file above (the ones listed as "failed to open file for backup"). Going through each of those files one by one, I can see that some of them were backed up after I turned off that "open files" option. But others are marked as "file already on MozyHome servers." One of these files I know for a fact is a new file so it shouldn't already be on Mozy's servers, since the backup that first tried to back it up failed (with the "failed to open file for backup" message).

This mystery just keeps getting more and more confusing. Something is very wrong here.

I would love to see some interaction from Mozy on this issue but haven't heard anything from you guys since 11 days ago. If you are working on the problem, a status report would be nice. Otherwise, I'm just going to have to assume you're ignoring us. (Please don't ignore this problem.)

Please, please, PLEASE Mozy, help us with this problem. There is nothing worse than feeling like your problem is being ignored, or that the company you're paying money to doesn't care about fixing your problem (or doesn't believe that it's their problem to fix).

I'm begging you guys here, I've given you all the data I have to help you understand the root cause of the problem (as have others here). Please, at least let us know what's going on. Don't drop the ball on this one.

We're counting on you.

I’m disallusioned with Mozy support
Add a comment This solves the problem

Inappropriate?
Keithius replied 1 day ago
Is anyone from Mozy still working here? Is anyone still listening?

The problem has not been resolved and I'm left out in the cold here as to what's going on or what's being done.

Please, someone from Mozy, PLEASE respond.

I’m desperate for help
Add a comment This solves the problem

EMPLOYEE
Inappropriate?
Mike Jones, Official Rep, replied 3 hours ago
Keithius, I'm still here. I just haven't been able to respond the last couple of days (and I will be out the rest of this week).

I looked up your account and it looks like you've had several successful backups these last couple of days except you got a file system error this morning. Is this because you disabled open file support?

This is obviously a problem with the VSS. Whenever it tries to backup with VSS mozy can't access the files.

We are working on the problem where the backup freezes. The only problem is this error is really hard to pin down. Once we figure out how to fix that problem it should tell us why it's happening and I should have an answer for you. But please understand we are working hard on it. If you would like I could get your ticket escalated to the next level of support.
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Robert Walsh

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Mike - this is my Log File with personal information taken out

26Jun2009 20:08:47 mozyprobackup.exe: service is starting... (version 1.14.1.6)
26Jun2009 20:08:47 mozyprobackup.exe: Client OS is Windows XP Professional Service Pack 3 (build 2600)
26Jun2009 20:08:47 mozyprobackup.exe: Using temp dir: C:\WINDOWS\Temp\
26Jun2009 20:08:47 mozyprobackup.exe: Error: Unable to open filter device to retrieve version: 2
26Jun2009 20:08:48 mozyprobackup.exe: Error: Missing tables in configuration
26Jun2009 20:08:48 mozyprobackup.exe: Error: Failed to open ConfigurationStore
26Jun2009 20:08:55 mozyproconf.exe: Using temp dir: C:\Documents and Settings\
26Jun2009 20:08:59 mozyprobackup.exe: Error: Filter blind from fresh install or improper shutdown
26Jun2009 20:08:59 mozyprobackup.exe: Error: Filter went blind, performing recovery steps.
26Jun2009 20:35:25 mozyproconf.exe: Using temp dir: C:\Documents and Settings\
26Jun2009 20:44:16 mozyproconf.exe: Using temp dir: C:\Documents and Settings\
26Jun2009 20:45:03 mozyprobackup.exe: Starting backup: 1 0 1 1
26Jun2009 20:45:03 mozyprobackup.exe: user=
26Jun2009 20:45:06 mozyprobackup.exe: Setting encryption type on servers...
26Jun2009 20:46:02 mozyprobackup.exe: Enumerating VSS backup set contents...
27Jun2009 11:06:34 mozyprobackup.exe: Error: Error sending files to servers: 0x80000003
27Jun2009 12:29:28 mozyprobackup.exe: Error: Error sending files to servers: 0x80000003
27Jun2009 12:53:26 mozyprobackup.exe: Error: Error sending files to servers: 0x80000003
27Jun2009 23:51:43 mozyprobackup.exe: Error: Error sending files to servers: 0x80000003
28Jun2009 00:02:03 mozyprobackup.exe: Error: Error sending files to servers: 0x80000003
28Jun2009 00:07:06 mozyprobackup.exe: Error: Error sending files to servers: 0x80000003
28Jun2009 01:15:00 mozyprobackup.exe: Finished backup with code: 0x00000000 0 1 1
29Jun2009 01:00:15 mozyprobackup.exe: Starting backup: 2 0 1 1
29Jun2009 01:00:15 mozyprobackup.exe:
29Jun2009 01:04:51 mozyprobackup.exe: Warning: Failed GetSnapshotProperties: 80042308
29Jun2009 02:20:53 mozyprobackup.exe: Warning: Skipping open file: H:\
29Jun2009 02:20:55 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:20:55 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:20:57 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:20:57 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:20:58 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:20:58 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:20:58 mozyprobackup.exe: Warning: Skipping open file: H:
29Jun2009 02:20:59 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:21:02 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
29Jun2009 02:21:11 mozyprobackup.exe: Warning: 5 other files were locked during prepare phase.
29Jun2009 02:23:10 mozyprobackup.exe: Finished backup with code: 0xfffffff5 0 1 1
29Jun2009 17:11:35 mozyprobackup.exe: service is starting... (version 1.14.1.6)
29Jun2009 17:11:36 mozyprobackup.exe: Client OS is Windows XP Professional Service Pack 3 (build 2600)
29Jun2009 17:11:36 mozyprobackup.exe: Using temp dir: C:\WINDOWS\Temp\
30Jun2009 01:00:17 mozyprobackup.exe: Starting backup: 2 0 1 1
30Jun2009 01:00:17 mozyprobackup.exe: user=
30Jun2009 01:00:38 mozyprobackup.exe: Error: Connection failed to r13614.mozypro.client.ut1.berkeleydata.com:443 (66.133.112.24:443): 10060
30Jun2009 01:02:12 mozyprobackup.exe: Error: Failed to connect SSL session (SSL_connect, WSAGetLastError): -1,10053
30Jun2009 01:03:00 mozyprobackup.exe: Error: Connection failed to r13614.mozypro.client.ut1.berkeleydata.com:443 (66.133.112.24:443): 10060
30Jun2009 03:02:00 mozyprobackup.exe: Finished backup with code: 0x00000000 0 1 1
01Jul2009 01:00:04 mozyprobackup.exe: Starting backup: 2 0 1 1
01Jul2009 01:00:04 mozyprobackup.exe: user=
01Jul2009 01:02:10 mozyprobackup.exe: Error: Failed to connect SSL session (SSL_connect, WSAGetLastError): -1,10053
01Jul2009 01:02:21 mozyprobackup.exe: Finished backup with code: 0x80000001 0 1 1
02Jul2009 01:00:08 mozyprobackup.exe: Starting backup: 2 0 1 1
02Jul2009 01:00:08 mozyprobackup.exe: user=
02Jul2009 01:02:50 mozyprobackup.exe: Warning: Failed GetSnapshotProperties: 80042308
02Jul2009 02:19:53 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
02Jul2009 02:19:58 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
02Jul2009 02:20:06 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
02Jul2009 02:20:07 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
02Jul2009 02:20:07 mozyprobackup.exe: Warning: Skipping open file: C:\Documents and Settings\
02Jul2009 03:05:42 mozyprobackup.exe: Finished backup with code: 0xfffffff5 0 1 1
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John King

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On my system (Win XP Pro SP3), Volume Shadow Copy service was set to Manual. That caused all Mozy 1.14.0.6 and 1.14.1.6 backps with the "Support for backing up open files" option checked to stop at the creating shadow copy message and not continue. Also, I could not cancel the backup. A reboot was required.

If the "Support for backing up open files" option wasn't checked, the backups completed successfully; but I couldn't have any open programs (Outlook and Outlook Express) or there would be open file errors.

I set the Volume Shadow Copy service to start Automatically, and I could successfully backup with Outlook and Outlook Express running without error messages.

Now, the question is whether the service will remain on.

Thank you for discovering that the VSC service was being turned off! That was what I missed.

John
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Mike Jones, Official Rep

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Robert, I am getting them to escalate your ticket. Can you reply to the last email you received with some screen shots? Before you run a backup when the service is running, and after the service is stopped. Also if you have anything in the event or security logs that shows anything about it crashing, a screen shot of that might help as well.

It looks like they gave you the getinfo file. You need to run it and send the cab file (it looks like you opened it with a text editor or something instead of actually running it)
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lairdb

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I am having what appears to be the same problem, with MozyHome.

"mozybackup.exe: Warning: Failed BackupComplete: 80042301" which looks much like a VSC error code.
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Robert Walsh

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This is a copy of an email that I sent to Support. My ticket has been escalated. I wanted others who are having this problem to stay in the loop. Last night I received a ConnectionError1 - which means the program could not connect to Mozy server. This product has serious problems:

"Luis - you have serious problems with your software. This is definitely a problem on your end. Last night I got a "unable to connect to MozyPro Servers (ConnectionError1). This is ridiculous.

If I reboot my machine, the program will run and the backup is successful. After that, for some reason it either corrupts the VSS or turns it off. There are no errors in the activity log that show what happens. In following the support blog, I can see it is happening routinely to others as well. It seems to have cropped up with 1.14.0.6 and is continuing. I have not have solid backups for 2 months and I have had to spend an inordinate amount of time on this (such as dealing with this again this morning). If you can't get to the bottom of this shortly, I am going to cancel and get a refund. I have prepaid for 2 years.

Attached is the log. Please respond and also post to the blog. I have an open issue on that site."
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Mike Jones, Official Rep

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Robert, the connection error 1 came from backing up on the hour. It looks like you backed up at 1:00am. Most people back up on the hour and sometimes you will get a connection issue. We have over a million customers and if a bunch of them backup at the same time that's just what happens sometimes.
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Robert Walsh

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Mike - I don't see anything in the FAQ's or anywhere else that confirms the above. I would think the program would try to reconnect if it could not make a connection with your server on the first try. If your real answer is that all of your customers back up at 1:00am EST, you need to rethink things. That is a nonsense answer and something that makes my concern move up many notches.
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Mike Jones, Official Rep

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I didn't say they all do, I'm saying thousands do. The program does try to reconnect if it has a problem. It's not just reporting that it tried only once.

It is in the FAQ's (in a few places). Here is one of the links: http://support.mozy.com/docs/en-user-...
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Robert Walsh

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Mike - this issue has never been addressed.
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Robert Walsh

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This issue has never been addressed and the support ticket referenced above has never been responded to. Mozy users, be very suspicious. Mike posts responses to this forum but nothing is ever followed through with. I have asked him to give me the name and contact number of a supervisor. I will keep you advised.
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Mike Jones, Official Rep

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Robert have we downgraded you back to 1.12 yet? I want to see if downgrading fixes your issue (seeing that this is a VSS issue and 1.14 mozy started using VSS on everything). This will help me in working with the engineers.

To download 1.12, log in to mozy.com and click on download mozy under Resources. It should have the previous versions listed for download. (this is for a pro account)
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Mike Jones, Official Rep

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There may be a conflict on your computer between the VSS mozy is using and the automatic windows updates. This is just a thought but I was hoping somebody here could try it out for me.

If you are having VSS issues, can you turn off your automatic windows updates, reboot your computer, then run a mozy backup? Post the results here.

To turn off windows updates go to control panel >> Security Center >> Automatic updates. (you can turn them back on after this test or change it to download them but let me choose when to install.)

Thanks
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Robert Walsh

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Mike - I did this. Backup occurred successfully (finally). However I checked Services and the VSS was turned off again by Mozy. It appears the only time a backup works is off of a reboot, and then only on occasion. I have had an email or 2 from Johnny, but it takes him forever to get back to me. I am waiting for a response I sent him a couple of days ago.
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Matt Boxberger

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I've had my system hang 'hard' (system tray clock stops working, ctrl-alt-del won't work, etc.) no disk activity, and had to push and hold the start button to get it to restart. It's been while Mozy is at the "creating volume shadow copy snapshot set" step - I learned my lesson not to start any other programs during that time, but it's also happened during the overnight backups when no one is on the computer.

I'm anxiously awaiting a fix as well.
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Mike Jones, Official Rep

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Has anyone else been able to try disabling auto updates?

Robert, It looks likes you've had a few successful backups the last few days on my end. Is this correct? Is it backing up your open files?

Matt Boxberger, How often does it hang hard? I haven't seen the VSS freeze up the entire system, just mozy. Do you have a ticket with support yet? Your issue could be different.
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Robert Walsh

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Mike - it seems to work after a total reboot. I then check VSS and it is set to auto but it is off. There is nothing in the logs. Yesterday I started VSS manually and it appears that another backup happened. However, I had no other programs open other than Mozy. If programs are open, it stalls and does not back-up. I just checked VSS and the service is stopped again. So I think the main issue is VSS and how Mozy uses that service. It appears to corrupt it or shut if off. I do have auto update off, but that has not corrected the VSS issue.

By the way, Johnny, the Level 2 tech, has emailed me. I email him back and then wait many days to get a response. He claims he is very busy. I can't imagine why he cannot send back a response.

I am going to use my computer normally without doing anything with the VSS service and I will let you know. My guess is that it will not complete the backup because there will be locked files. I will let you know tomorrow.
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Matt Boxberger

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Hi Mike,

The 'hard hangs' have only been every few weeks, and seems to only happen while Mozy is displaying the starting up messages- otherwise Mozy running fine. I don't know for sure that it's VSS - I'd need a debug environment to capture where the conflict is. So, I didn't open a ticket - just wanted to give you the anecdotal report. My environment is XP on a Dell laptop.

Matt Boxberger
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Robert Walsh

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Mike - on another thread, Keithius advised me that his problems were fixed by reinstalling version 1.12.1.1. Could you send me a link for that so I can try. It will take a couple of days to "reinstall" the old program.
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Mike Jones, Official Rep

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Robert, because you are a pro user, you should be able to download most of the previous versions just by logging in to mozy.com and clicking on download mozypro client on the left side and then choose the version you want on the right. I will place a link for both the home and pro download in that other thread.