Custom Report generation fails with Unknown Reason :10 "The server was unable to complete the requested operation "

Problem

Custom Report generation fails with Unknown Reason :10 "The server was unable to complete the requested operation "

Error Message

The server was unable to complete the requested operationUnknown Reason: 10.Calling Method 'ExecuteReportJobwithArgs'BEMSDK Method 'CBemReportJobExecute'BEMSDK Faliure Code: 00000000A

Cause

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Found the following info captured in Sgmon debug log ->
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Error:-536837662: :: -2147217871:Query timeout expired :: DB Error Set 0: native=0xffffffff source=Microsoft SQL Server Native Client 11.0 hr=0x80040e31 Query timeout expired
BESERVER: [05/15/25 01:28:19] [5708]     -1 SQLLog(61635):Current DbTimeoutValue=30
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61636):CBESession::CBESession(0x000001DAF161BF90): TransactionID:00000000-0000-0000-0000-000000000000.  m_lRefCount:1
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61637):CSQLCommand::Execute sql=SELECT [ReportJobRunID],[JobHistoryID],[ReportID],[ReportJobID],[RunDateTime],[FileName],[FileSize]  FROM  [DBO].[ReportJobRun] a1  WHERE [ReportJobID]=? ORDER BY [ReportJobRunID] DESC hr=000000 m_QueryTimeoutInSeconds=30
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61638):CBESession::Release(0x000001DAF161BF90): TransactionID:00000000-0000-0000-0000-000000000000.  Before decrement m_lRefCount:1
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61639):CBESession::~CBESession(0x000001DAF161BF90): TransactionID:00000000-0000-0000-0000-000000000000.  m_lRefCount:0
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61640):CBESession::RollbackTransaction: TransactionID:FCE57D78-4506-4169-B466-AC089E7795D4 this:0x000001DAF1619A70 TransLevel:0
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61641):CBESession::Release(0x000001DAF1619A70): TransactionID:FCE57D78-4506-4169-B466-AC089E7795D4.  Before decrement m_lRefCount:1
BESERVER: [05/15/25 01:28:19] [1416]     -1 SQLLog(61642):CBESession::~CBESession(0x000001DAF1619A70): TransactionID:FCE57D78-4506-4169-B466-AC089E7795D4.  m_lRefCount:0
MANAGEMENT: [05/15/25 01:28:19] [0000]     ExecuteReportJobWithArgs: Managed BEMSDK called failed, CBemReportJob.Execute = 0x0000000A
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR: LocalizedException:
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR:   Message: The server was unable to complete the requested operation.
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR:   Reason: Unknown reason: 10.
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR:   Info: Calling Method 'ExecuteReportJobWithArgs'
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR:   Info: BEMSDK Method 'CBemReportJob.Execute'
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR:   Info: BEMSDK Failure Code: 0000000A
MANAGEMENT: [05/15/25 01:28:19] [0000]     ERROR:   Stack:    at BackupExec.Management.Components.Common.ComponentHelper.ThrowLocalizeExceptionFromBEMSDKCall(Int32 bemsdkRC, CBEError bemsdkErrorList, String messageId, Object[] messageArguments, String callingMethod, String bemsdkMethod)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at BackupExec.Management.Components.Common.Validation.ValidateBEMSDKCall(String callingMethod, String bemsdkMethod, UInt32 bemsdkRetVal, CBEError errorList, String messageId, Object[] messageArguments)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at BackupExec.Management.Components.Job.JobManager.ExecuteReportJobWithArgs(ReportJob wsReportJob, String commandLineArgs)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at SyncInvokeExecuteReportJob(Object , Object[] , Object[] )
MANAGEMENT: [05/15/25 01:28:19] [0000]        at System.ServiceModel.Dispatcher.SyncMethodInvoker.Invoke(Object instance, Object[] inputs, Object[]& outputs)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at System.ServiceModel.Dispatcher.DispatchOperationRuntime.InvokeBegin(MessageRpc& rpc)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage5(MessageRpc& rpc)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at System.ServiceModel.Dispatcher.ImmutableDispatchRuntime.ProcessMessage11(MessageRpc& rpc)
MANAGEMENT: [05/15/25 01:28:19] [0000]        at System.ServiceModel.Dispatcher.MessageRpc.Process(Boolean isOperationContextSet)
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Workaround

Create following registry keys on Backup Exec server.
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​"HKEY_LOCAL_MACHINE\Software\Veritas\Backup Exec for Windows\Backup Exec\Server\"

Value type DWORD = "Database Timeout in Seconds"

Value [Decimal] = 900 (which is 15 min)
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"HKEY_LOCAL_MACHINE\Software\Veritas\Backup Exec for Windows\Backup Exec\Server\"

Value type DWORD​ = "Database Timeout for History Operations in Seconds"

Value [Decimal] = 900 (which is 15 min)
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Restart all  Backup Exec services and rerun the report.
 

Solution

This issue is presently under investigation by our Engineering Team. Depending on the results of this investigation, it may be addressed through a patch or hotfix in current or future software releases. However, this specific issue is not currently scheduled for inclusion in any upcoming release. If this issue has a significant business impact on your continued use of the product, please contact your Sales representative or the Sales team to discuss your concerns.
 
Note: Customers experiencing this issue are encouraged to contact Veritas Technical Support as data is still being collected to assist in resolving this issue.