VProTray.exe processes stop responding after user(s) log off from a terminal server running Backup Exec System Recovery or System Recovery installed.

Problem

After a few users log on and off of a terminal server running either Backup Exec System Recovery or System Recovery VPROTRAY.EXE process begins to accumulate memory usage and could eventually stop responding. Restarting the BESR or SR service, or the computer allows to run backups successfully until the issue reoccurs. Windows Task Manager shows an instance of VProTray.exe for each terminal user session. 

Cause

When a user logs off from a terminal server where Backup Exec System Recovery (BESR) or System Recovery is installed, the process VProTray causes multiple open processes and\or high memory usage and stops responding.  Subsequently, the BESR or SR service needs to be restarted to reset the process.  This may cancel any backup jobs that are in progress.

Solution

Disable the VProTray process using the following procedure:

1. Open the Registry Editor by going to Start > Run > regedit
2. Browse to one of the following keys:

For all SSR 2013 installs (x86 or x64), 

HKLM | SOFTWARE | Microsoft | Windows | CurrentVersion | Run 

SSR 2011 and earlier:

For 32-bit OS: browse to HKLM | SOFTWARE | Microsoft | Windows | CurrentVersion | Run
For 64 bit OS: browse to HKLM | SOFTWARE | Wow6432Node | Microsoft | Windows | CurrentVersion | Run

3. Right-click on the appropriate regular string value listed below and select Modify:

VProTray   (for Backup Exec System Recovery 6.5)
Backup Exec System Recovery 7.0
Backup Exec System Recovery 8.0
Backup Exec System Recovery 8.5
Backup Exec System Recovery 2010
System Recovery 2011
System Recovery 2013

4. In the Value data field add REM at the beginning of the path and click OK.  

Example:

"C:\Program Files\Symantec\Backup Exec System Recovery\Agent\VProTray.exe"

should be changed to:

REM "C:\Program Files\Symantec\Backup Exec System Recovery\Agent\VProTray.exe"

5. Reboot the server

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