I’m very concerned there is a major software problem

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

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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  • Mike - It has been over 2 weeks and I haven't heard from anyone. You note above that the ticket was given to Johnny's Supervisor, but I have not had any response from him. Have Johnny send me a name and contact number at the email address he has for me so I can contact the supervisor directly.
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  • I’m sick of this
    I installed 1.16.0.8, and the problem is not resolved.

    Mozy still locks up at making the snapshot.

    This is really annoying. I guess I'm lucky that I'm on the free service. I can pay for something else that actually works.
    • I feel sort of dumb. I saw this but didn't actually do what Ted Pritchard said on August 21 in this forumn until a couple of days ago.

      It appears to have solved my problem. Using 1.16.0.8 now with Support for open files enabled, Scheduled backups are running successfully with support for open files enabled and programs using files that are in the backup profile open.
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  • First off, Mozy support is, without a doubt, the worst. I’ve had other issues that were only resolved by painstaking searching the internet for people that actually know what they’re talking about, unlike Mozy. The only reason I’ve stayed with them is because I have a large amount of data stored and frankly, there aren’t any alternatives that are any better. So, until something better comes along we’re stuck.

    I’ve found a way to start the backup when it hangs up but it only works once and you have to repeat the process each time. It’s actually quite simple but it must be done manually. I use XP so if you’re using Vista, you’re on your own (sorry).

    First, hit “Ctrl”, “Alt” and “Delete” to bring up the windows task manager. Next click on “mozybackup.exe” and hit “End Process”. Do this for “mozystat.exe” and “vssvc.exe” (that’s the volume shadow copy snapshot service). Close the window and restart Mozy. Click “Start Backup” and you should be good for at least this one time.

    Hope this helps at least a little. I feel your pain. Maybe someday Mozy will get their S#!+ together.
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  • The stalling issue should be solved in the next release, until then I would suggest to downgrade to 1.12 and un-check auto-update in the options tab of the configuration. The download link is in a couple of the posts above.
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  • I’m disgusted
    Mozy Users: Below is the email string between myself and James Davis, a purported "Senior Technical Support Engineer, L3". He claimed in his email that he would work with me to solve the problems I was having. He never bothered to return my calls. Buyer Beware!

    "Hello Mr. Walsh,

    I called your office number and left a voicemail offering to work with you. I couldn't reach you, and I don't want to call your mobile without your consent, so please either call me at 1-866-789-6699 x425 and I will work with you, or let me know it's alright to call your cell phone.

    Sincerely,

    James Davis
    Senior Technical Support Engineer, L3
    Decho, an EMC Company

    Ticket Details
    Case ID: OWT-857546"

    "James Davis – You called me at the beginning of the month and advised me that you were a supervisor and that you would personally work with me until a solution was found to my problem. I have called you several times over the last several weeks and have left you various voice messages to call me. I have never heard back from you. Mozy “support” is a joke and your program is a mess. I have finally moved on.

    I have not had a working program since January of 09. I have a prepaid plan and want a full refund from 2009-01-01. Please advise if I have to send this request to anyone else. If I do not hear from someone at Mozy in the next 48 hours, I am considering legal action. This has probably been the most terrible product I have ever used and the worst support I have ever encountered."
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  • I’m unconcerned
    I have to say I'm pretty happy with Mozy (having used it for 3+ years), contrary to Mr. Walsh's experiences. I've experienced plenty of problems with other software products as well as Mozy, but it frequently ties to some unique interaction of Windows, drivers for 3rd party network devices, or other obscure products that don't get along with each other. It sounds similar to the problems involving VSS & mozy. So, I'll be continuing with Mozy, and hope their QA team isolates the problem (which I'm luckily not having).
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  • I’m sad
    Oh dear. Maybe I should have read this before signing up with Mozy.

    Our backup just keeps freezing on Communicating with Servers, all by itself. It has been a week and we have not had a successfull backup.

    Am I wasting my time here? Support seem OK but I get the impression this software is riddled with problems.
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  • matt, what are the errors in the log file (c:\program files\mozy\datra\mozy.log)? If you copy and paste in to this thread, please block out your email address.
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  • I’m hopeful.
    Well, after 3 days after doing what Ted Pritchard said on August 21, Mozy again hung, so life wasn't perfect after all. However, chasing the Windows error messages, I found that the MS Distributed Transaction Coorinator (msdtc) had stopped running, and there was this intruction for getting it going again:

    Click the Start button,
    Go to the Run box.
    Type in:
    msdtc -resetlog
    Click OK

    I did that, rebooted, and Mozy has run on schedule successfully for the last 9 days.

    John

    Here are Ted Pritchard's steps which started things working:

    If you have the latest version of MozyHome [or MozyPro], then perform the following steps:
    a. Open your Control Panel.
    b. Open Administrative Tools.
    c. Open Services.
    d. Right Click Mozy Backup Service.
    e. Open Properties.
    f. Select the Log On tab, then select the Local System Account radio button.
    g. Click OK.

    While still in the Services window, the following services should be set to Started and Automatic [open Properties for each]:
    • COM+ Event System
    • COM+ System Application
    • MS Software Shadow Copy Provider
    • MozyHome Backup Service
    • Volume Shadow Copy
    • Distributed Transaction Coordinator
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  • VSS is very sensitive. If you would like to re-install the writers, that fixes the issues sometimes: http://support.microsoft.com/kb/940184
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  • I’m relieved!
    It's been over a month, and I've had no problems with automatic backups using VSS.

    I sure hope things remain like this.

    John
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    • I did what Ted Pritchard suggested. See my 10/4/09 message for a summary.

      Sorry I didn't respond sooner, but I stopped getting forum updates for a while.

      Mozy is still doing backups every night. The only oddity is the time it takes varies greatly (3 minutes to over an hour) for the same size backup. Since all are completing, it's not significant.
    • I did what Ted Pritchard suggested. See my 10/4/09 message for a summary.

      Sorry I didn't respond sooner, but I stopped getting forum updates for a while.

      Mozy is still doing backups every night. The only oddity is the time it takes varies greatly (3 minutes to over an hour) for the same size backup. Since all are completing, it's not significant.
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  • Regarding that list of services presented above (which was copied and pasted from the link below), I find it curious that those should all need to be on Automatic and started, because that's A) Not how Windows is set for all of them by default, guaranteeing failure out of the box, B) Mozy doesn't enable them itself when you enable the "Backup open files" feature, so you're leaving an incredibly esoteric task to the end-user, and C) "Manual" in the context of a service means that Windows or a program has the ability to start the service on-demand, which Mozy doesn't do.

    Suggestion: Right now, given the above hoop-jumping, most people surely are not backing up open files. For the three people worldwide who figured out that certain services need to be manually reconfigured, great, but for everyone else, why not make Mozy start the services as necessary when Mozy needs them (i.e. if someone has the "Backup open files" feature enabled) instead of failing and skipping the files. None of these services is on "Disabled," so this is possible.

    There should be no need for us or Mozy to set them all on Automatic.

    Of those 5 Windows services, here are how they're set by default, as well as their default states:

    XP Pro SP3:
    COM+ Event System (Manual, Started)
    COM+ System Application (Manual)
    Distributed Transaction Coordinator (Manual)
    MS Software Shadow Copy Provider (Manual)
    Volume Shadow Copy (Manual)

    Windows 7 Home Premium:
    COM+ Event System (Automatic, Started)
    COM+ System Application (Manual)
    Distributed Transaction Coordinator (Manual, Started)
    MS Software Shadow Copy Provider (Manual)
    Volume Shadow Copy (Manual, Started)

    http://support.mozy.com/docs/en-user-...
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  • I should add that when the first three services are set to start automatically, they stay started. As pointed out in earlier posts, the latter two (the shadow copy ones) are started by Mozy at the beginning of its job and stopped at the end, so whether they're Automatic or not is irrelevant since Mozy controls them anyway (and the VSS service has an idle timeout determined by Windows, so it would eventually stop anyway). If someone looks at their System log and doesn't see Mozy doing that, speak up.

    I should also emphasize that like Robert Walsh found before he asked for a refund, it doesn't matter. It'll still skip any open files and end with 0xfffffff5 if you had open files, exactly as shown in his log 5 months ago. That problem needs to be resolved, since it occurs even when all 5 services are going. This is on Win7, at least.

    BTW, Mozy, any chance you're going to fix the infamous VSS system log error 8194 that Mozy triggers when it begins its job? I've seen this on numerous platforms with Mozy over the years, and support has long known about it, too. The decade is soon to be over, so why not get on it?
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  • rseiler, you are right mozy starts those services itself, unless they are disabled. However if mozy has a problem starting the services (for example, if the firewall blocks the application from accessing services), then it will have a problem and starting them automatically will rule out the service starting as the problem.

    I believe the error 8194 is from a writer having an issue. Mozy uses VSS, but VSS is real sensitive. Have you done a VSSadmin list writers in a command prompt yet to see if any are having problems?
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  • OK, I see what you mean about the services, but people should realize that it seems to be normal for the two shadow copy services not to stay on. I've even seen that behavior on Windows Server.

    In your experience, what does a result of 0xfffffff5 with all services started indicate (same error as the OP)? Mozy never handles open files for me, it's always:

    Warning: Failed DoSnapshotSet AsyncWait: 8004231f
    Warning: Skipping open file... [many lines of this]
    Warning: 4 other files were locked during prepare phase [number varies]
    Finished backup with code: 0xfffffff5 0 1 1

    I've run vssadmin list writers on various systems, and it's rare that they come back completely clean 100% of the time, at least without a reboot first. Is a clean slate there a prerequisite for Mozy being able to backup open files? Are any of those writers related to Mozy in some way?

    Right now on this Win7 system, all are Stable/No Error, though in the past I've seen WMI Writer, MSSearch Service Writer, and BITS Writer in State [7] Failed, Last Error: Time out.
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  • If mozy goes to use one of the writers and it has been stopped because it failed, then obviously mozy won't be able to use that writer. A lot of times mozy will say in the log which writer it failed on (not always though).

    I've seen 0xfffffff5 come from several different issues:

    Writers are broken (sometimes just re-installing the writer dll files will fix this)

    VSS services not working (usually Distributed Transaction Coordinator which can be re-installed pretty easy). The system logs will usually have more information if this is the case.

    Obviously support for open files needs to be selected in the Options tab of the Configuration.

    The drive needs to be NTFS (I've seen external drives have problems because they were Fat32).

    Enough Free drive space for VSS to run

    Other backup software conflict (I once had a customer that had a local backup service running at the same time. Once he turned it off, the Snapshot Errors were gone. He could offset the two backups and they would work just fine)
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  • OK, taking these in order:

    -I've never seen the Mozy log mention a writer. It's always just the same lines as in my last post, given that I have open files. If not, no problems.

    -The only error in the system or application logs anywhere near Mozy is the commonplace (for Mozy) 8194 I mentioned before, which is one that I've seen on other systems, including a Mozy Pro in a business context. It's never affected functionality before, however. I'd love to see that one fixed though, since it really clutters up the log with one happening every time Mozy begins. You'll find it at the end of this message (note that 'System Writer' is always fine according to vssadmin and that the Mozy service --the requestor, I think-- runs with the default "System account").

    Historically, there are many reports of 8194 (note that I don't use Retrospect), such as:
    http://www.vistaheads.com/forums/micr...

    -Open files support is enabled.

    -All internal NTFS with gigs of free space.

    -No other backup software.


    Log Name: Application
    Source: VSS
    Date: 11/30/2009 2:00:27 AM
    Event ID: 8194
    Task Category: None
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: Win7
    Description:
    Volume Shadow Copy Service error: Unexpected error querying for the IVssWriterCallback interface. hr = 0x80070005, Access is denied.
    . This is often caused by incorrect security settings in either the writer or requestor process.

    Operation:
    Gathering Writer Data

    Context:
    Writer Class Id: {e8132975-6f93-4464-a53e-1050253ae220}
    Writer Name: System Writer
    Writer Instance ID: {4ce594eb-8d73-4080-b3a8-d783a2d8bae9}</Data>
    <Binary>2D20436F64653A20575254575254494330303030313235312D2043616C6C3A20575254575254494330303030313230352D205049443A202030303030313432342D205449443A202030303030363038302D20434D443A2020443A5C57696E646F77735C73797374656D33325C737663686F73742E657865202D6B204E6574776F726B53657276696365202020202020202D20557365723A204E616D653A204E5420415554484F524954595C4E4554574F524B20534552564943452C205349443A532D312D352D3230</Binary>
    </EventData>
    </Event>

    0000: 2D 20 43 6F 64 65 3A 20 - Code:
    0008: 57 52 54 57 52 54 49 43 WRTWRTIC
    0010: 30 30 30 30 31 32 35 31 00001251
    0018: 2D 20 43 61 6C 6C 3A 20 - Call:
    0020: 57 52 54 57 52 54 49 43 WRTWRTIC
    0028: 30 30 30 30 31 32 30 35 00001205
    0030: 2D 20 50 49 44 3A 20 20 - PID:
    0038: 30 30 30 30 31 34 32 34 00001424
    0040: 2D 20 54 49 44 3A 20 20 - TID:
    0048: 30 30 30 30 36 30 38 30 00006080
    0050: 2D 20 43 4D 44 3A 20 20 - CMD:
    0058: 44 3A 5C 57 69 6E 64 6F D:\Windo
    0060: 77 73 5C 73 79 73 74 65 ws\syste
    0068: 6D 33 32 5C 73 76 63 68 m32\svch
    0070: 6F 73 74 2E 65 78 65 20 ost.exe
    0078: 2D 6B 20 4E 65 74 77 6F -k Netwo
    0080: 72 6B 53 65 72 76 69 63 rkServic
    0088: 65 20 20 20 20 20 20 20 e
    0090: 2D 20 55 73 65 72 3A 20 - User:
    0098: 4E 61 6D 65 3A 20 4E 54 Name: NT
    00a0: 20 41 55 54 48 4F 52 49 AUTHORI
    00a8: 54 59 5C 4E 45 54 57 4F TY\NETWO
    00b0: 52 4B 20 53 45 52 56 49 RK SERVI
    00b8: 43 45 2C 20 53 49 44 3A CE, SID:
    00c0: 53 2D 31 2D 35 2D 32 30 S-1-5-20

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  • that's an access issue. I wonder if it's caused by permissions. Was mozy installed as an admin and is it running as an admin? Is the local user account an admin?

    Maybe you could try turning off UAC and running a backup.

    Do you have any other ideas why it would be getting an access is denied?
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  • While 8194 is an interesting annoyance that I wish you would solve (I know support has known about it at least since I reported it to them a long time ago, but surely others must have too), I don't think it has anything to do with the open file issue. For example, I'm looking at our Server 2003 R2 system now, which until recently was using Mozy Pro (we had to discontinue it because of the endless pausing issue, mentioned in the other thread, that began in October), and I have 732 instances of 8194 on it triggered by Mozy (and that's only 6 months worth!). We never had a problem with open files there.

    UAC doesn't make a difference with this. Mozy was installed as admin. My user account is too, but that's not relevant to Mozy since its service runs as "Local System," a special, privileged account which the user has no control over or involvement with to my knowledge.

    I stopped having new ideas about how to solve 8194 about six months ago, when I turned what I had over to support and asked them to run with it. I'm not a developer, and it's a developer who needs to solve it. These are some resources I've used:

    http://technet.microsoft.com/en-us/library/cc734235(WS.10).aspx

    It concludes, notably: "If the command reports that all writers are operating without errors [mine does], this means that the error condition is not writer-related. In this case, you should contact the backup software vendor that created the VSS requester application.

    http://msdn.microsoft.com/en-us/library/aa384604(VS.85).aspx
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  • I’m frustrated
    I'm getting this same problem. As a new user I'm glad I signed up for the "by the month" plan so I'll only be out $5. For the past 2 days Mozy has been stuck on "connecting to backup service." This software should work more reliably.
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  • Thomas, I think this is a little different. Can you post part of your log file, or let me know what your support ticket is? The log file is located at c:\program files\mozy\data\mozy.log
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  • Goodness, that must be pretty annoying. This is probably why I would go and do something like a business online backup or not for business, whichever your prefer. So much easier!
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  • I’m in your base
    I just wanted to post something relevant here. I experienced the same issue as above with VSS cutting off inconsistently on reboots (even with it set to auto-start) on a win2k3 server running dell iPERC5 in a raid 1 array. Well... a simple look at the event viewer logs gave me all the info I needed:

    "error volsnap: the shadow copies of volume C: were aborted because of an IO failure on volume C:"

    followed by about 80 warnings in the event viewer log of
    "An error was detected on device \Device\Harddisk0 during a paging operation".

    I just wanted this information recorded for posterity so that others in the future could have this available to them readily instead of wading through 10 pages of robert's half-rambling, half crying, all blaming nonsense. Ironically I don't even use mosy - I use a competitive product (tomahawk) and stumbled across this thread on a google search. So it can happen with any product if you have a system stability issue that you may not have necessarily been aware of (Or were too blinded by your own infallibility to examine, as was robert's case).
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