File Locked, Client Service Stopped, Process stuck?

client
#1

Hello,
We use the UrBackup client on a server, the server is Windows Server 2016 Version 1607.
This is a second instance of this happening on this server, I got a call from one of our members of staff today that their accounts software was failing to load as it was waiting for a lock to be released on a file (REMITIDX.DTA), when attempting to move the file Windows told me it could complete the operation because “the file is open in UrBackup Client Service for Backups”.

Edit: Forgot to state that the status of the backup was on the client side was “Idle.”

I stopped the Service under Services and exited the program from the Icon Tray, the service was showing as stopped.

The file was still locked however, and there was still a process called “UrBackupClientBackend.exe” running, although Windows was saying the service was stopped. After waiting 5 minutes the process was still active and the file still locked.

Trying to terminate the process from Task Manage returned “Access is Denied”, Trying to kill the process from taskkill returned “Process could not be terminated, There is no running instance of the task”

after another 10 minutes the process was still running, we had to force a restart of the server in order to release the file lock, before restarting the server I checked and the process was still running.

Does anyone know of any issues that may have caused this? it isn’t happening on any of our other servers.

#2

Sorry you are having issues. To solve the problem the client (debug) log would be useful.
If possible, could you post it or send it?

This post describes how to change the client to debug logging, where it is stored and where to send it to if posting is not possible: Having problems with UrBackup? Please read before posting

Thanks!

#3

Sorry the debug log is empty, its only occurred twice but with the same directory. I do have a memory dump of the process before the restart if that would help?, I’ll enable debug logging and attach the file if it reoccurs

#4

Memory dump would be great, but if this problem occurrs regularily having a debug log for additional context would be even better.

#5

I’ve sent that to the bugreports@ email address

#6

It fails to create shadow copies:

2019-02-01 06:18:40: ERROR: backupcom->AddToSnapshotSet(&(Server->ConvertToWchar(selected_vols[i])[0]), GUID_NULL, &additional_refs[i].volid) failed. VSS error code VSS_E_UNEXPECTED_PROVIDER_ERROR
2019-02-01 06:18:40: ERROR: VSS provider information:
2019-02-01 06:18:40: ERROR: Provider name: 'Hyper-V IC Software Shadow Copy Provider'
2019-02-01 06:18:40: ERROR: Provider type: Software
2019-02-01 06:18:40: ERROR: Provider Id: {74600e39-7dc5-4567-a03b-f091d6c7b092}
2019-02-01 06:18:40: ERROR: Version: 1.0.0.0
2019-02-01 06:18:40: ERROR: Provider name: 'Microsoft File Share Shadow Copy provider'
2019-02-01 06:18:40: ERROR: Provider type: Fileshare
2019-02-01 06:18:40: ERROR: Provider Id: {89300202-3cec-4981-9171-19f59559e0f2}
2019-02-01 06:18:40: ERROR: Version: 1.0.0.1
2019-02-01 06:18:40: ERROR: Provider name: 'Microsoft Software Shadow Copy provider 1.0'
2019-02-01 06:18:40: ERROR: Provider type: System
2019-02-01 06:18:40: ERROR: Provider Id: {b5946137-7b9f-4925-af80-51abd60b20d5}
2019-02-01 06:18:40: ERROR: Version: 1.0.0.7
2019-02-01 06:18:40: ERROR: Creating snapshot of "UserData" failed.

If the server isn’t running on Hyper-V, please uninstall the Hyper-V integration – or make sure it is up to date. You’ll find more info if you google for Hyper-V IC Software Shadow Copy Provider. Backing up via snapshot should take care of the “file is locked” problems.

#7

The server is a virtual machine, the host is Server 2016 also. We take VSS Snapshots for Previous versions at 8:00, 13:00 and 17:00 which are successful.

I’ll check the Windows Event Log and see why the vss copy is failing, is there any reason the file should still be locked even though the backup status is idle?

#8

Unfortunately I could not open the memory dump. Did you make it like this? https://kb.sitecore.net/articles/758511 Assuming it is not a bug, a lingering connection could cause it, for example (it has a 1h timeout at places).

#9

Yep, that was how the memory dump was created.

I’ve excluded that folder from the backup for now, it always seems to be the same file.

There are some VSS Errors about failing resolving account “NetLocalGroupGetMemebers(OurUserName), 0x80070560, The specified local group does not exist.” Which I’ve scheduled to be looked into later.

So long as it isn’t something on the system causing the process to misbehave, we’ll try to correct the above error and see if this fixed the issue.