Restore of Exchange Granular Recovery Technology (GRT) backup sets taken on a different Backup Exec 2012 server fails with 0xe000ff12 - A communications failure has occurred

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  • Article ID:000021698


During the restore of a GRT backup set taken on one media server, and restored on another, the Backup Exec Remote Agent service (beremote.exe) will crash and the job will fail with a communications error.

Error Message

0xe000ff12 - A communications failure has occurred with an Exchange Store
resource when attempting to restore Exchange GRT information from a backup
taken on another Backup Exec server.


This issue is caused when the original backup is performed on a 32 bit media server platform, but inventoried and cataloged on a different 64 bit media server for restoration.


After importing the IMG folder to B2D, perform the following steps on the 64 bit media server where the restore attempt caused the error mentioned in this document.

Using Windows Explorer, navigate to the storage location which contains the IMG folder.

Navigate to the subdirectory "vdb_xxxx_xx_xx_xxxx_xx", typically the path will appear as follows:  X:\BEData\IMGXXXXXX\vdb_xxxx_xx_xx_xxxx_xx.  See Figure 1.

Figure 1

Within the "vdb" subfolder, locate a file with a .cmp extension.  This file will be prefaced with the name of the database in question, such as "Mailbox Database.cmp".
Delete the .CMP file.
Re-attempt to browse individual mail items for restore.

Symantec Corporation has acknowledged this issue is present in the current version(s) of the product(s) mentioned in this article. Symantec Corporation is committed to product quality and customer satisfaction.
There are currently no plans to address this issue by way of a patch or hotfix in the current or previous versions of the software at the present time. This issue may be resolved in a future major revision of the software at a later time. However, this particular issue is not currently scheduled for any release.  If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Symantec Sales representative or the Symantec Sales group to discuss these concerns.  For information on how to contact Symantec Sales, please see
Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.


Applies To

A backup set taken on one Backup Exec 2012 media server is moved and inventoried and cataloged on another Backup Exec 2012 server.  The restore will complete successfully on the original server, but cause a Backup Exec Remote Agent crash on the new destination server.

Terms of use for this information are found in Legal Notices.



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