Bluescreen on Server 2008R2 - Hyper-V Host with Snapman

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Hi Support,

I get random Bluescreen pointing to snapman.sys (Version used: 4.4.0.1054). This happens sometimes after several month, sometimes after a week or two. The Server has only the Hyper-V role installed and was updated from BuR 11.0 to BuR 11.5 (latest build).

As far as I know, there is an updated driver package and a new version coming (support for Win2012), can you send me the correct link for the updated drivers...?

Thx

Volker
Nadolski

Mo, 02/04/2013 - 07:34
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additional Info from crash yesterday...

WRITE_ADDRESS: GetPointerFromAddress: unable to read from fffff8000210d100
ffffffffdd9d3a50

FAULTING_IP:
snapman+1276d
fffff880`0194176d 890c03 mov dword ptr [rbx+rax],ecx

MM_INTERNAL_CODE: 2
CUSTOMER_CRASH_COUNT: 1
DEFAULT_BUCKET_ID: DRIVER_FAULT_SERVER_MINIDUMP
BUGCHECK_STR: 0x50
PROCESS_NAME: mms.exe
CURRENT_IRQL: 0

TRAP_FRAME: fffff8800f54d2a0 -- (.trap 0xfffff8800f54d2a0)
NOTE: The trap frame does not contain all registers.
Some register values may be zeroed or incorrect.
rax=ffffffffdd9d3a50 rbx=0000000000000000 rcx=0000000000000003
rdx=0000000000000001 rsi=0000000000000000 rdi=0000000000000000
rip=fffff8800194176d rsp=fffff8800f54d430 rbp=fffff8a010cdfb90
r8=fffffa8018fb79d0 r9=0000000000000001 r10=fffff8a00ba616c0
r11=0000000000000001 r12=0000000000000000 r13=0000000000000000
r14=0000000000000000 r15=0000000000000000
iopl=0 nv up ei pl nz na po nc
snapman+0x1276d:
fffff880`0194176d 890c03 mov dword ptr [rbx+rax],ecx ds:ffffffff`dd9d3a50=????????
Resetting default scope

LAST_CONTROL_TRANSFER: from fffff80001e86c50 to fffff80001edbd40

STACK_TEXT:
fffff880`0f54d138 fffff800`01e86c50 : 00000000`00000050 ffffffff`dd9d3a50 00000000`00000001 fffff880`0f54d2a0 : nt!KeBugCheckEx
fffff880`0f54d140 fffff800`01ed9e6e : 00000000`00000001 ffffffff`dd9d3a50 fffff880`01931f00 00000000`00000000 : nt! ?? ::FNODOBFM::`string'+0x43d76
fffff880`0f54d2a0 fffff880`0194176d : fffffa80`717bfb30 fffff8a0`10cdfb90 fffffa80`dd661510 00000000`00000000 : nt!KiPageFault+0x16e
fffff880`0f54d430 fffffa80`717bfb30 : fffff8a0`10cdfb90 fffffa80`dd661510 00000000`00000000 fffff8a0`11f0e620 : snapman+0x1276d
fffff880`0f54d438 fffff8a0`10cdfb90 : fffffa80`dd661510 00000000`00000000 fffff8a0`11f0e620 00000000`00000090 : 0xfffffa80`717bfb30
fffff880`0f54d440 fffffa80`dd661510 : 00000000`00000000 fffff8a0`11f0e620 00000000`00000090 00000000`00000000 : 0xfffff8a0`10cdfb90
fffff880`0f54d448 00000000`00000000 : fffff8a0`11f0e620 00000000`00000090 00000000`00000000 00000000`00000000 : 0xfffffa80`dd661510

STACK_COMMAND: kb

FOLLOWUP_IP:
snapman+1276d
fffff880`0194176d 890c03 mov dword ptr [rbx+rax],ecx

SYMBOL_STACK_INDEX: 3
SYMBOL_NAME: snapman+1276d
FOLLOWUP_NAME: MachineOwner
MODULE_NAME: snapman
IMAGE_NAME: snapman.sys
DEBUG_FLR_IMAGE_TIMESTAMP: 5018e881
FAILURE_BUCKET_ID: X64_0x50_snapman+1276d
BUCKET_ID: X64_0x50_snapman+1276d
Followup: MachineOwner

Mo, 02/04/2013 - 07:46
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Hello Volker Nadolski,

Thank you for posting this issue in our forum. I am happy to assist you.

Under normal conditions, it is not necessary to use another SnapAPI driver, than that is provided with the installation pack from Acronis Backup & Recovery 11.5.

You can download the latest SnapAPI from this article in our knowledge base.

If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.

If there is anything else we can do for you, please let me know.

Thank you.

Mo, 02/04/2013 - 08:22
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Thx,

I updated and rebooted.... let's see...

Regards

Volker
Nadolski

Mo, 02/04/2013 - 10:20
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Hi Support,

a friend of mine is also (I recommended the VE to him) using BuR VE, his snapman is already on the more recent version 4.4.0.1201. He also had one bluescreen... is there a even more recent version...??

Regards

Volker
Nadolski

Do, 02/07/2013 - 06:59
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Hello Volker Nadolski,

Thank you for your reply.

This issue needs investigation. Please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.

If there is anything else we can do for you, please let me know.

Thank you.

Mo, 02/11/2013 - 07:57
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Hi Peter,

and that is/was the issue.. .the subscription expired and though I'm not entitled to contact support. Due to this, I asked for the latest drivers as the drivers clearly caused the issue...

Regards

Volker
Nadolski

Mo, 02/11/2013 - 08:13
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Hello Volker Nadolski,

Thank you for your quick reply.

The latest official drivers are in the latest build of Acronis Backup & Recovery 11.5 (32308). If he is using another driver version, he got it from our support department. For that he seems to have an open support request. The only thing he can do is to uninstall the product, run the cleanup utility to remove the snapman driver complete. After that, he can install the latest downloadable version and install this on the machine.

If there is anything else we can do for you, please let me know.

Thank you.

Mo, 02/11/2013 - 08:44
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We too have started seeing BSOD issues on our Hyper-V host. Our dump file is also pointing to snapman. We are running the latest version AB&R VE 11.5 32308. Although I feel the problem was happening even before updating to the latest version. At that time I wasn't analyzing the dump file.

Do, 03/21/2013 - 21:01
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Hi,

we have the exactly same issue on our both Hyper-V (Windows2008R2 SP1) Failovercuster nodes, see attached file.
We are using Acronis Backup & Recovery 11.5 Build 32308.
Has anyone testet the latest Build (37608) already?

Kind regards H.

Anhang Größe
130349-107527.jpg 60.32 KB
Mo, 04/22/2013 - 20:19
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Hi everybody,

We are also having blue screens with Win 2008 R2 SP1 with Hyper-V installed the agent for ABR Virtual Edition for Hyper-V 11.5 (32308) and the driver snapman.sys is causing the blue screens.

Does anybody know the solution to this issue ?

Thanks in advanced.

Regards,

Carlos

Mo, 05/06/2013 - 15:40
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Hello All,

Thank you for posting this questions in our forum. I am happy to assist you. 

Please download and install Acronis Backup & Recovery 11.5.37613 on the affected machines. See Acronis Backup & Recovery 11.5 Update 1: New Features and Enhancements.

If this does not fix the situation, please check if you already have running the latest SnapAPI 2140.

If you get then still blue screens on your Hyper-V host, then you need to notice the exact error code on it.

If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.

If there is anything else we can do for you, please let me know.

Thank you.

Di, 05/07/2013 - 07:28
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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same here,
we also have everytime BSOD when the backup of a VM starts.
Hyper V Server is a Server 2012 runing 4 virt. machines.
Version of Acronis is the newest 11.5 37687

this Software is running me cracy. the Hyper-V Server always restarting if i try to start a backup.
tried to change the snapapi and snapman.sys but the driver stays the 2133 version.
downloaded and installed the new 2140 version but still is showing me version 2133....

Do, 09/26/2013 - 08:27
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
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Kommentare: 3

Hi,

since we updated to Build 37687 (3 weeks ago) we haven't seen any BSOD till now...

Do, 09/26/2013 - 08:37
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