The Backup Exec Server Service hangs on starting up on a CASO (Central Admin Server Option) or MMS (Managed Media Server) Machine and stays at a start-pending state.

Problem

The Backup Exec Server Service hangs on starting up on a CASO (Central Admin Server Option) or MMS (Managed Media Server) Machine and stays at a start-pending state.

 

Error Message

It is observed that the Backup Exec Server Service hangs on starting in a CASO Environment and Event Id's 7022 and 7001 are logged in System Log. (Figures 1 & 2).

Figure 1:




Figure 2:




The Sgmon Log shows the following output:
----------------------------------------
wsusservic:
UTC      Info                  wsusservice.123        ThreadEntry              SusEventDispatcher.OnSelfUpdateStatusWatchTimer wsusservic:
UTC      Warning      wsusservice.123        SusEventDispatcher. CheckSelfUpdateTree      
Retried 3 times but still received error when checking for SelfUpdate Tree.
Error: System.Net.WebException: The underlying connection was closed: Unable to connect to the remote server.
---------------------------------------

Solution

1. Stop all the Backup Exec Services on Central Admin Server (CAS) and Media Managed Servers (MMS).

2. Search for the "msgq*.dat"  file on all the machines (CAS and MMS affected) and rename it (i.e.: msgq.bak).

3. Start the services on the CAS and then on the MMS.

The above solution is also applicable for any communication issues between CAS and MMS.

Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

Note:  Make sure also that the "HKLM | Software | Symantec | Backup Exec | Engine | Misc | DataPath" is correct because Backup Exec looks at this key to create the "msgq*.dat file while restarting the Backup Exec Server Service. If the data path is empty the service will fail.


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