Following error occurs when attempting to create or restore a recovery point with Symantec System Recovery or Backup Exec System Recovery.
"Error ED800012 The Internal Structure of the image file is invalid damaged or unsupported"
SolutionIt is recommended that you contact Veritas technical support for additional assistance.
1. If the source volume is still available, create a new recovery point to a local drive, and change the compression level to none.
2. If running BESR 8.0, use regedit and browse to the HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Backup Exec System Recovery\8.0 folder. Under the subfolder 8.0, create an SME sub folder. In this SME folder, add a "DWORD" value with the name v2i overlapped io, and set the hex value to 00000000.
3. In some cases, updating the network interface card driver within windows on the client system has corrected this issue.
Troubleshooting tests for current versions :
1. Create a base image to a network location from a client exhibiting the error only when backing up to a network storage location and not when backing up locally, disable the 'verify after the creation option.
2. After the base image is created to that network location, open an run a verify command using the Recovery Point Browser located on the client system; further information on the use of the recovery point browser (RPB) can be found in the related documents section below.
3. If the test verify fails from within the RPB, with the same error message, copy the recovery point image from the network location to a local drive on the client system and run the verification test again if the verify completes successfully this time contact Symantec Technical support with your results.
NOTE: If the create image process or the image verify fails over the network connection, but succeeds when copied locally the recovery point image, it is can be restored locally. To improve network performance, see the Related Articles section on the right hand side of this article to access Registry files that can be used to improve slow\unreliable network performance...
NOTE: It is highly recommended by Symantec that the tick mark is left in the backup job option to verify recovery point after creation. Additionally, using the advanced option to ignore bad sectors during copy may increase your risk for capturing bad data. Both are safeguards to ensure a valid image file and should be used mainly for troubleshooting. If de-selecting either of these allows the image create to complete successfully, it could indicate that there is indeed an integrity issues with the source volume(s). If the error occurs during an image restore and error checking was disabled during the create process, the image file may be corrupted. If an existing image file will not restore, attempt to recompile the image file using the Recovery Point Browser.