CA ARCserve® D2D r16.5 Release Notes

1.0 Welcome

Welcome to the CA ARCserve D2D Release Notes. This document contains the following information relating to the use of CA ARCserve D2D:

• System requirements, operating system support, application recovery support, and other information you must know before installation of this product.
• A list of known issues to be aware of before you use this product.

2.0 New Features

The following new features have been added to CA ARCserve D2D for this release:

• CA ARCserve D2D supports the following Microsoft Windows 8 and Microsoft Windows Server 2012 features:
  • NTFS Data Deduplication

    Windows Server 2012 allows you to enable Deduplication on an NTFS volume. In CA ARCserve D2D, you can back up and restore the NTFS volume. It can also be specified as a backup destination and restore destination.

  • ReFS (Resilient File System)

    ReFS is a new file system. In CA ARCserve D2D, you can back up and restore this file system. It can also be specified as a backup destination and restore destination.

  • Storage Spaces

    A virtualization layout which can group a number of physical disks and create virtual disks on top of them. With this release, CA ARCserve D2D can back up and restore the virtual disks. The virtual disks can also be specified as a backup destination and restore destination.

    Note: Creating storage spaces and virtual disks in BMR is not supported.

• Provides a new utility (Create Boot Kit for Bare Metal Recovery) used to generate a BMR ISO image

  Previous releases provided one ISO file which was used to do BMR. This release does not provide this ISO file. Instead, a utility is provided to generate the ISO file.

• Catalog-less Backup

  File system catalog generation is a time consuming task. With this feature you can choose not to generate a catalog file with every backup, and still be able to do a file level restore. This reduces the backup time window.

  Note: Since the File Copy function is dependent on the File System catalog, if the catalog-less backup feature is enabled (disable option "Generate FileSystem catalog for faster search after each backup"), the File Copy will not work.

• Microsoft Exchange Server 2013 (E15) Backup/Restore (VSS) is supported.

  Note: GRT (Granular Recovery Technology) is not supported for Microsoft Exchange Server 2013 (E15).

• UEFI Support

  You can perform BMR from a backup taken on a UEFI machine to a BIOS machine and from a BIOS machine to a UEFI machine.

• The following Windows Azure regions are newly added for File Copy support :
  • East US
  • West US
• Eucalyptus-Walrus 3.0, 3.1, and 3.2 are supported.
• Hyper-V 3.0 is supported.

3.0 Product Updates

The following CA ARCserve D2D r16.5 updates are available for this release. Select an update to view the corresponding Release Notes.

• CA ARCserve D2D r16.5 Update 1
• CA ARCserve D2D r16.5 Update 2

4.0 System Information

This section describes the system requirements and supported operating systems. Review this information before installing and using CA ARCserve D2D.

4.1 System Requirements

The minimum system requirements for CA ARCserve D2D are:

• CPU: 1 GHz or faster processor recommended
• RAM: 1 GB or more recommended
• Disk Space Requirements:
  • Installation of CA ARCserve D2D Setup.exe (full package):

    2 GB (minimum)

    2.5 GB or more (recommended)

  • Post-Installation Operation (For example, run backups, create log files, generate catalog temp files):

    1 GB

• File Backup Limitations:
  • X64 - up to 370 million files
  • X86 - up to 110 million files

    Note: For X86 users, if you have more than 110 million files to back up, use an X64 computer or you can refer to the troubleshooting topic "Catalog Job fails when backing up a large number of files on Windows 2003 X86 machine" for an alternate solution.

Other Hardware

• CD/DVD ROM Drive (necessary when installed from a CD/DVD)
• XGA (1024 x 768) or higher-resolution video adapter and monitor

Internet Browser

For a complete list of all supported Internet browsers, see the CA ARCserve D2D r16.5 Compatibility Matrix.

Adobe Flash Player

• Adobe Flash Player 10 or later

  Note: Adobe Flash Player is needed on the computer from where the CA ARCserve D2D server is accessed. This can be the CA ARCserve D2D server itself or any other remote computer.

4.2 Operating System Support

For a complete list of all supported server operating systems, see the CA ARCserve D2D r16.5 Compatibility Matrix.

4.3 Desktop and Laptop Support

For a complete list of all supported desktop and laptop systems, see the CA ARCserve D2D r16.5 Compatibility Matrix.

4.4 Application Recovery Support

For a complete list of all supported application recovery systems, see the CA ARCserve D2D r16.5 Compatibility Matrix.

5.0 General Considerations

This section contains general information that you should know before using CA ARCserve D2D:

Beta/Release Candidate Considerations

• For users who were part of the Beta/RC testing process:
  • First, uninstall the Beta/RC version of CA ARCserve D2D before installing this version.
  • Specify a new/different location for the File Copy destination (not the same that was used for the Beta/RC testing).

Installation/Uninstallation/Remote Deployment Considerations

• If you are upgrading CA ARCserve D2D from r15 or r16 to r16.5 using remote deployment and uncheck the "Allow setup to install driver" option and later decide to use this computer for performing backups, manually install the new r16.5 CA ARCserve D2D driver and then reboot the computer. You can access this driver from the CA ARCserve D2D home folder at the following location and you can run the install driver batch file:

  "D2D_homefolder\BIN\DRIVER\InstallDriver.bat"

• If you are attempting to upgrade CA ARCserve D2D by remote deployment, the deployment may fail if the CA ARCserve Universal Agent service (r16 or later) is running on the target computer. To prevent this from happening, stop the CA ARCserve Universal Agent service and continue the upgrade.
• If you have the combination of Microsoft SQL Server 2012 SP1 (64-bit) and Microsoft SQL Management Studio, uninstall Microsoft SQL Management Studio before installing CA ARCserve D2D. For more information, see Article 770630 on the Microsoft website.
• When upgrading to CA ARCserve D2D r16.5, the Tomcat web service is automatically uninstalled and reinstalled. After Tomcat is uninstalled, you are sometimes required to reboot the computer and then continue the CA ARCserve D2D upgrade process. You are also required to reboot the computer again when the CA ARCserve D2D upgrade process is completed.

Support Considerations

• The following tasks are not supported:
  • Catalog generation for both striped and RAID-5 volumes.
  • Backup for RAID-5 volumes.

  Note: If the striped/mirrored volume contains more than one extent on one disk, backup is not supported.

• CA ARCserve D2D r16.5 can only be managed by CA ARCserve Central Applications r16.5.

Backup Considerations

• When integrating CA ARCserve D2D with CA ARCserve RHA and replicating data, you may discover that a greater quantity of data is replicated from the Master server to the Replica server than the actual file size on the Master server. This behavior is known to occur when using the non-compressed and non-encrypted backup option. You can minimize the effects of this behavior by configuring the scenarios to replicate periodically.
• Starting with Microsoft Exchange Server 2013, all public folders are stored under specially designed public folder mailboxes in the Mailbox database. Therefore, to back up public folders, back up the corresponding Mailbox database.
• When you back up a Microsoft SQL instance from machine A and restore the Microsoft SQL instance to machine B, if the Microsoft SQL instance on either machine A or machine B is in windows authentication, and the database "master" is included in the restore list, the Microsoft SQL instance on machine B will fail to start after the restore.
• To avoid possible failures (mainly for large backup jobs), the buffering I/O settings have been turned off by default. However, with buffering turned off, there can be a corresponding drop or slowdown in backup speed (I/O throughput). If you are performing small backup jobs and you want to increase job performance, you can manually turn on buffering as follows:
  1. Locate and open the afstor.ini file (C:\Program Files\CA\ARCserve D2D\Configuration).
  2. Change the three buffering settings from 0 (off) to 1 (on):
     • BufferingForLocal=0
     • BufferingForUSB=0
     • BufferingForRemoteFolder=0

  Note: During a CA ARCserve D2D upgrade from r15 or r16 to r16.5, this setting is automatically applied.

• Volume defragmentation by Windows native tool affects the size of the block-level backups because CA ARCserve D2D will continue to incrementally back up all changed blocks. This means that blocks that shifted during defragmentation will also be included in the backup, even if no data has changed in the files. As a result, the backup size may increase. This is expected behavior. If you do not want the increased backup size and the added backup time is not a problem, you can exclude volumes from defragmentation or stop any schedules for defragmentation
• When using multiple backup destinations with the D2D view on a single CA ARCserve D2D node, if you change one destination back to the normal Windows view, it will force dismount of all volumes mounted by Explorer Extension. To avoid this problem, you should delay changing views until you are done using all destinations that are shown in the D2D view.
• When a backup job is running, do not try to shrink the volume being backed up. If you do shrink the volume during the backup, data from this session may not be used for data recovery and a Verify backup is necessary afterwards to ensure the data integrity.
• If you are backing up volumes that were replicated using CA ARCserve Replication and High Availability, you should verify that the spool has been created on a separate volume and configure your backup settings to exclude the spool volume. This helps to avoid the backing up of unnecessary temp spool data.
• After a Microsoft Exchange 2003, Microsoft Exchange 2007, and Microsoft Exchange 2010 database backup, if its path is moved to a different location, restore from the session which is backed up before moving the path will fail.
• If both compression and encryption are disabled, then CA ARCserve D2D can only back up the files in .VHD format. CA ARCserve D2D cannot back up the files in .VHDX format.
• When CA ARCserve D2D backs up a Hyper-V server, the VMs might proceed to the Saved state for a short time when the backup job starts. This may lead to the VM in a temporary offline status, and will be back online within a few seconds. To prevent this condition, the VM should meet certain conditions.

  Note: For more information, see http://msdn.microsoft.com/en-us/library/dd405549(v=vs.85).aspx.

• For Microsoft Exchange 2003, to support CA ARCserve D2D Exchange Granular Restore, the streaming database file (.stm file) must be located in the same folder as the Exchange database file (.edb file).
• Random data corruptions have been observed when backups are written to the following device and if a network connection is lost during backups or merges.
  • Iomega StorCenter ix4-200d

Restore Considerations

• If the volume does not have a drive letter, restoring to the original location is not supported. The restore operation is blocked on the UI.
• If a database or storage group is renamed or removed after a backup, restoring to the original location fails. Either restore from the latest recovery point or restore to the disk.
• When restoring the Microsoft Exchange database to a relational database, select the relational database on the machine where the Microsoft Exchange database is backed up. If you want to restore the Microsoft Exchange database to the relational database on another machine, dump the database file onto that machine and attach it to the relational database.
• Restoring a Microsoft Exchange database on to a database residing on a compressed volume or directory is not recommended or supported by Microsoft. This can lead to a dismounted state of the database after restore. As a workaround, move the database path to an uncompressed volume or directory before restore and perform the restore again. For more information see http://support.microsoft.com/kb/327772.

  For best practices on NTFS compression in Windows, see http://support.microsoft.com/kb/251186.

• If you change the password of the remote destination, update the password in Settings before submitting any restore jobs.
• When you restore files on an NTFS volume with the encryption attribute, to a non-original backup computer, the file is not accessible. This inaccessibility is a system limitation. Also, note the following limitations:
  • For a catalog restore, the job succeeds as normal, the file is restored, however it cannot be accessed.
  • For a catalog-less restore, the job fails and the encrypted file is logged as inaccessible.
• If the following conditions exist in a two node CCR cluster (cluster continuous replication), the database restore succeeds but the restore job has a status of "Failed":
  • The active node is paused.
  • A CA ARCserve D2D database restore to the original location is attempted from the active node.
• If you are restoring a Microsoft SQL Server instance, the restore may be incomplete if you get the following error:

  “the process cannot access the file because it is being used by another process”

  Also, the SQL Server event log reports the following error with Event ID 8355:

  “Server-level event notifications cannot be delivered. Either Service Broker is disabled in msdb, or msdb failed to start. Event notifications in other databases could be affected as well. Bring msdb online, or enable Service Broker”.

  If this occurs, free up some available memory or increase the memory to 4 GB or more.

• On the restore Browse Recovery Points dialog, when you expand a directory that contains 50 or greater items, a pagination window displays. If you select that folder, and then you expand it but you do not browse all pages, only the items on the pages which have been browsed are selected. For example, the first page displays by default. If you do not browse to the other pages, only the items on the first page are selected. If you go to page 3 directly, then only the items on the first page and the third page are selected.

Bare Metal Recovery Considerations

• The BMR process cannot create storage spaces.

File Copy Considerations

• File copy does not support copying files from Volume Mount Points and Nameless volumes (volumes which do not have a drive letter). CA ARCserve D2D only performs file copy on mounted volumes that have an assigned drive letter.
• The minimum requirement for running a File Copy job is Windows XP SP3.
• File Copy to Cloud does not support machines where the name contains Japanese characters.

GUI Considerations

• If you change the structure of the database in Microsoft Exchange or Microsoft SQL Server (add, delete, or move the database), the GUI is not updated dynamically. CA ARCserve D2D gets the latest information after the web service is restarted.
• When using Internet Explorer and you search a file or folder to restore, and there are many files or folders in the search result, Internet Explorer may display the message "A script on this page is causing Internet Explorer to run slowly. If it continues to run, your computer may become unresponsive. Do you want to abort the script?" Some scripts can take an excessive amount of time to run, so Internet Explorer prompts you to decide whether you would like to continue running the slow script. To resolve this issue, perform one of the following tasks:
  • Modify the registry to change the script time-out value in Internet Explorer for specific client machines. For more information, see http://support.microsoft.com/kb/175500.
  • Use another browser and try again.
• ARCserve D2D View (D2D Explorer Extension) does not support browsing and restoring a volume without a drive letter.
• When using Internet Explorer 10, you may see some misplaced borders or distorted text on the GUI. This has no functional effect on use of the product, but if you would like a better viewing experience, try using Google Chrome or Mozilla Firefox web browsers.

Miscellaneous Considerations

• When a merge job runs, the following operations fail on the session which is in the same backup chain as the merge job.
  • Mount recovery point.
  • Restore browse and search, if the sessions do not have a catalog.
• To mount a deduplicated NTFS volume, ensure that you mount it on a Windows Server 2012 system and that the deduplication feature is installed.
• To browse the directory for restore destination, file copy source, copy recovery point destination, and mount recovery point location, the path limit is 255 characters.
• To browse the directory for backup destination and file copy destination, the path limit is 156 characters.
• After you rename a Microsoft Exchange database, reboot the Microsoft Exchange server. Otherwise, the Microsoft Exchange VSS writer does not update the database name and CA ARCserve D2D still displays the old database name.
• The following tasks fail on Windows 2008 core and Windows 2008 R2 core machines:
  • Mount recovery point
  • File copy
  • Catalog-less backup browse and search
• To allow you to troubleshoot your computer problem effectively, CA ARCserve D2D does not work in the Windows Safe Mode.
• To avoid a possible time sync error, if you change the system time when the browser is connected to the D2D service, close the browser and login again.
• After switching to the ARCserve D2D view and mounting a volume under the recovery point, if that recovery point is also included in a merge job, the merge job will fail. To avoid this problem, switch back to the Normal view for the merge job to succeed.

6.0 Issues Fixed

The following list identifies the fixes included in the current releases of CA ARCserve D2D. If you do not see a specific fix listed in this section, contact CA Support for more information.

• T5E5182 (RO53648)

  A problem that causes a merge failure with a possible data corruption after applying CA ARCserve D2D r16 Update 7.

  This fix addresses a data corruption problem. This fix does not repair the actual corruption, but prevents it from occurring in the future. If this fix is applied after the data corruption has occurred, then a new full backup is required to create new fully-protected recovery points.

  If you are unsure if you have data corruption, you should use the data corruption detection utility (AFUtil.exe) to perform a full scan of your recovery points to confirm the integrity of the backed-up data. For more information about this problem and the use of the data corruption detection utility, see the Recovery Point Merge Failure May Render Recovery Point Unrecoverable topic in the CA ARCserve D2D online help.

• T245791

  The character "-" is not allowed for the root domain of email. Changed the regular expressions to allow this character.

• T245799

  Hard links are restored as separate files. For example, C:\aaa.txt and C:\bbb.txt are hard links linked to the same data. After you back up C:, and restore the files, aaa.txt and bbb.txt are 2 separate files.

• T245802

  MergeMgr.exe stops and shows the usage even though the command line is incorrect.

  This problem occurs when /BKDir <path> switch is specified and the <path> starts with \\ to describe the remote pathname (For example, \\<hostname>\<pathname>)

• T245803

  The following message displays when clicking the OK button in the Email Settings dialog for the Email Alerts.

  "Invalid email 'Recipients' address."

  This problem occurs if the email address in the recipients field contains a hyphen in its root domain name part. (For example, xxx@yyy.zzz-z)

• T2D2921

  Unable to restore Microsoft Exchange mailbox attachments for Microsoft Exchange 2007 or Microsoft Exchange 2003. An error message is not received during the CA ARCserve D2D restore.

• T2D2924

  Failed to merge the recovery points while purging the S00000000XX_bak folder under Vstore and the subsequent backup jobs crash.

• T2D2925

  During a CA ARCserve Central Host-Based VM Backup, the Microsoft Exchange transaction log is not purged even though the purge Microsoft Exchange log is enabled daily.

• T2D2927

  CA ARCserve Central Host-Based VM Backup Policy Deployment fails with CA ARCserve D2D r16 Update 7.

• T2D2929 & T2D2930

  The following error occurs when attempting to save the backup settings:

  "The operation has timed out. The maximum amount of time to complete the operation has been exceeded. Please try again later." The command 'set' is used to get the environment variable for Windows Vista/Windows 2003/Windows 2012.

• T2D2932

  Merge jobs are launched incorrectly when there are crashed sessions.

• T2D2935

  The Microsoft Exchange or Microsoft SQL logs are not truncated daily even though the purge log option is set to purge daily.

• T2D2939

  Dump email item restore failed where the user display name contains "<>" or other special characters. The activity log displays "Restore message to disk error: the filename, directory name or volume label syntax is incorrect".

  The fix checks illegal characters and replaces them.

• T2D2944

  Merge of recovery points fails when some disks have been merged completely.

• T2D2945

  The CA ARCserve D2D merge job does not run after the CA ARCserve Backup integration backup of CA ARCserve Central Host-Based VM Backup session completes.

• T2D2947

  The virtual standby conversion job failed randomly.

• T5E5174

  The following error occurs when a recovery point is selected during a BMR, although this recovery point does include the Windows system volume:

  "The system volume was not backed up. You cannot perform a BMR from this recovery point"

  This error usually occurs when the system volume is an OEM system volume with different partition types or attributes.

  Important! After applying this fix, run an incremental backup. This fix does not correct the recovery points created before applying this fix. Contact support if you need to perform a BMR from these recovery points.

• T5E5180

  A CA ARCserve D2D backup job crashes as soon as the job is launched. This problem usually occurs on a machine that does not have enough physical memory.

• T5E5181 (RO53672)

  A Windows 2003 or Windows XP machine may fail to boot after a BMR with the following error message:

  "Windows could not start because the following file is missing or corrupt: <Windows root>\system32\ntoskrnl.exe(or hal.dll etc)."

  This error usually occurs when the BMR source machine has an OEM volume, and its system volume and boot volume are not on the same volume.

• T5LE118

  After changing the drive letter and the BLI tracking file was destroyed, CA ARCserve D2D could not get the correct volume track record and treats it as a full backup each time.

  When updating the volume track after applying the fix, only the volume GUID is compared and not the volume drive letter.

• T5LF176 & T5LF180

  Failed to generate a file system catalog because vmimage.dll crashes, causing the catalog job to fail with the following error in the activity log:

  "An unexpected exception error occurred in vmdkimgdll.dll"

7.0 Known Issues

The following issues are known to exist in CA ARCserve D2D:

Installation/Uninstallation/Remote Deployment Issues

• If you install CA ARCserve D2D on a Windows Core Operating System, the presentation banner screens (which are HTML) do not display during the installation process; however all other portions of the installation continue.
• If you are installing CA ARCserve D2D on any Windows 2008 operating system machine, you may get an MSI Installer "Event ID: 1032" warning message in the Application event log. This message is a false alert that is caused by a system variable used in the product. You can safely ignore this warning.
• If the catalog folder in the CA ARCserve D2D installation path contains a large number of files, then uninstallation of CA ARCserve D2D may run slow because the uninstallation process needs to delete this large number of files.
• A reboot can be required when upgrading CA ARCserve D2D.

  Symptom:

  For Windows 2003 and Windows XP systems, rebooting the machine can be required after upgrading to CA ARCserve D2D if Explorer Extension is used. Windows Explorer occupies some of the binaries and they cannot be replaced.

  Solution:

  After the upgrade is complete, reboot the machine.

• If you have a Windows computer with CA ARCserve D2D installed and you plan to upgrade the operating system, first uninstall CA ARCserve D2D. Then after the operating system upgrade is successfully completed, you can reinstall CA ARCserve D2D.

  Note: If you do not uninstall CA ARCserve D2D before the operating system upgrade, the server can fail to boot.

• Remote deployment of CA ARCserve D2D r16 to a Windows XP system can fail with error: Failed to get installation status feedback from the remote target host.

  Symptom:

  A timeout error or a bad network connection can cause this failure. The XP system shows the CA ARCserve D2D installation is complete but the reboot fails. You cannot reboot the system manually. Therefore, a hard reboot is required. This problem is a known issue with Windows XP.

  Solution:

  Apply the following Microsoft patches before deploying CA ARCserve D2D or install CA ARCserve D2D locally on a Windows XP system:

  • Windows stops responding during Windows XP shut down
  • A Windows XP-based computer stops responding during standby or hibernation operations or when you try to use the Shut Down command

Backup Issues

• If during backup, the Event Log displays an Event 137 error with a Source of NTFS, and the backup was successful, you can ignore this error. This event occurs during backup because of a Microsoft known issue.
• Perform the following if your machine hangs when:
  • Backup destination is on a remote network share.
  • You switched to the CA ARCserve D2D view.
  • Your continuous backups are also running to that same remote share.

  Configure the following registry:

  HKEY_LOCAL_MACHINE\SOFTWARE\CA\CA ARCserve D2D\AFStorHBAMgmt\CacheFilePath.

  • Create a key "AFStorHBAMgmt".
  • Under the "AFStorHBAMgmt" key folder, create a string value for "CacheFilePath".
  • Assign a volume to that string value that is not part of the backup source list.

    Example: "E:\temp" where the E volume is not part of the backup source list.

• If you change the drive letter of the CA ARCserve D2D Backup Destination (when the destination is on the local disk and not a USB stick), the destination drive letter on the home page will be shown as a volume GUID instead of drive letter. As a result, if you reconfigure the backup settings to change the destination to this new drive letter and then attempt to continue with the Incremental Backup option selected, you will not be able to save the new settings. If this happens, you should save the settings with the Full Backup option selected, and then run the Incremental Backup after the settings are saved (and without actually running the Full Backup).
• If you are attempting to perform a backup on an Exchange server (with Exchange Granular Recovery), you may get an "Event ID 29, source volsnap" error logged into system event log. This may be because you have a persistent volume shadow snapshot (VSS) stored on one volume disk and this volume is backed up using CA ARCserve D2D, and the backup is then mounted as a local volume. The persistent volume snapshot on the mounted volume is duplicated with the one on original volume. If this happens, you can safely ignore this error message and there is no negative impact.
• If you are attempting to generate an Exchange GRT catalog for an Exchange database and you get a pop-up message dialog informing you that there is an unformatted partition, it may be because CA ARCserve D2D is trying to read the file system data before the backed-up VHD file is mounted. If this happens, you can ignore this message and click Cancel on the message dialog.
• If the "automount" option is disabled, CA ARCserve D2D will not be able to back up volumes that do not have any mounting point (no drive letter or not mounted to a directory). (This is usually observed on Windows 7 / 2008 R2 systems where the system volume does not have any mount point, but is not limited to these operating systems).

  To verify if "automount" is enabled or not, launch command line console and type:

  diskpart.exe

  automount

  If the automount option is disabled, enter the following command:

  automount enable

• A problem occurs when integrating CA ARCserve Backup and CA ARCserve D2D, and you change the CA ARCserve D2D backup destination from a local drive to a remote network drive. If you continue to perform incremental backups to chain the two destinations, any attempt to then use CA ARCserve Backup to perform a backup to tape of the CA ARCserve D2D session from machine that hosts the second destination will not work.
• A problem that if a volume does not have enough disk space, the backup job can fail with the error message "Failed to create snapshot for selected volumes". If the backup job fails, you can perform either task:
  • Free up some disk space on the volumes being backed up.
  • Reconfigure the Volume Shadow Copy settings to save shadow copy to a volume with sufficient free disk space.
• A backup can fail when you have duplicated machines backing up to the same remote shared folder.

  Symptom:

  This issue occurs when the source system is configured to do a backup to a remote shared folder and a bare metal recovery (BMR) is performed to a destination machine. After BMR, if the source system is still running, two machines with the same hostname will perform the backup to the same destination. If this duplication occurs, the backup can fail or the backed up data can be corrupted.

  Solution:

  If you are testing BMR, unplug the network cables of the source CA ARCserve D2D before you reboot the target machine. Otherwise, after you perform BMR and you reboot, duplicate machines will exist on your domain.

• Backup jobs fail when all of the following conditions are met:
  • Operating system that is installed is Microsoft Windows Vista or later.
  • Microsoft SQL Server or Microsoft Exchange is installed on the server.
  • You log out from the server after the backup starts, but before it completes.

  Symptom:

  When you log out from the server, specific registry keys are unloaded, which leads to the backup failure.

  Solution:

  1. Start the Local Group Policy Editor by typing gpedit.msc in the Run dialog.
  2. From the Local Group Policy Editor, expand Computer Configuration, Administrative Templates, System, and User Profiles.
  3. From the User Profile directory, double-click Do not forcefully unload the user registry at user logoff to open the Do not forcefully unload the user registry at user logoff dialog.
  4. From the Do not forcefully unload the user registry at user logoff dialog, click Enabled and then click OK.

     Note: The value DisableForceUnload is now added to the Registry.

  5. Restart the server where CA ARCserve D2D is installed.
• A backup on the Desktop version of Windows (Windows XP, Windows Vista, Windows 7, and Windows 8) can fail when the volume selected for backup does not have enough free space.

  Symptom:

  Taking a snapshot failed due to insufficient disk space on the volume.

  Solution:

  Free up some disk space on the volume. If the volume is less than 500 MB, it requires at least 50 MB of free space for saving the snapshot. If the volume is larger than 500 MB, it requires at least 320 MB of free space for saving the snapshot.

  For system reserved partition, you can mount it to a drive letter before you free up disk space.

• The process of generating catalogs may stop responding when the volume extent is spread across a disk.

  Symptom:

  The volumes extent cannot have more than one logical extent across a disk. This behavior occurs on striped volumes and does not occur on simple, mirrored, and spanned volumes.

  Solution:

  To prevent this behavior from occurring, the volumes extent should be contiguous on a disk or do not include this type of volume in your backup.

• Intermittent failures in backup, restore, merge, and other operations are observed if a network share on a “HP StorageWorks D2D4106” device is used as the backup destination for CA ARCserve D2D. It is not recommended to use this device for the backup destination.
• For uncompressed and unencrypted backups, it may not be possible to resume the merge after pausing it.
• When integrating CA ARCserve D2D and CA ARCserve Replication and High Availability, specifying a nameless volume as the backup destination of CA ARCserve D2D is not supported. For example, specifying the following path as the backup destination: \\?\Volume{<GUID>}\. To resolve this problem, assign a drive letter for that volume or mount it to a directory.
• The size of the CA ARCserve D2D installation directory increases on a Microsoft Exchange Server if the "Generate Exchange Granular Restore catalog automatically after each backup" option is enabled, and there are more than two Microsoft Exchange databases created on the Microsoft Exchange server.

  Symptom:

  If more than one Microsoft Exchange database is selected in the Exchange Granular Restore catalog job, one directory will not be removed after the job finishes. The directory is located in "\ARCserve D2D\BIN\D2Dtemp" and the file name within that directory is a GUID, such as "{293F9000-F38C-4565-8F48-B58A8FDE26B9}". For each directory, this file occupies about 3MB of disk space.

  Solution:

  Perform one of the following tasks:

  • Manually remove those directories that were not deleted.
  • Open the file "\ARCserve D2D\Logs\logconfig.ini", under the section "[main]", locate the key "isDel", and set its value to 0.

    The next Microsoft Exchange Granular Restore catalog job will remove those directories that were not previously deleted.

Restore Issues

• If you are attempting to restore NTFS compressed files and discover a data mismatch between the source and the destination, this problem could be caused by the valid data length (VDL) being greater than the actual file size. If this happens, you can mount that recovery point using the new CA ARCserve D2D explorer extension and then copy the file.

• If an Exchange Database level recovery fails, and you get an ESE error -515 in the Windows application event log, perform the following tasks:
  1. Refer to the following Microsoft knowledge base articles to understand how this known issue occurs:
     • http://technet.microsoft.com/en-us/library/aa996759(EXCHG.80).aspx
     • http://msdn.microsoft.com/en-us/library/aa579091(EXCHG.140).aspx
  2. Perform the following procedure to restore the Exchange Database again:
     1. Locate the folder where the Exchange transaction logs exist for the Exchange Database being restored.
     2. Move all files to a different folder for backup.
     3. Resubmit the Exchange Database level restore job.

• If you restored a mail object to an Exchange mailbox and this mail was sent from a third-party SMTP server using a MIME format, the CC address properties associated with the individual names may not display the correct name or mail address when the mail is viewed by OWA (Outlook Web Access).
• When restoring an Exchange mail object to an alternate location, the mailbox account will have the Display name and Account name in the Current Active Directory. In most cases these names are the same. However, CA ARCserve D2D only displays the Account name (and not the Display name). If you change the Display name after a backup was performed, the Account name and the Display name will no longer be the same. This difference in names will not affect the restore job because the Account name and Display name can be different for the same mailbox account.
• If you are attempting to restore a SQL Express database on a Windows XP (32-bit) machine, the SQL Express restore will fail. If this happens, you can perform a Bare Metal Recovery (BMR) to restore the entire machine, then the SQL database can be restored after BMR.
• A database with special characters is not displayed in the Restore user interface.

  Symptom:

  If the Microsoft SQL Server database name contains a backslash ("\"), after performing a backup using the CA ARCserve D2D database whose name contains a "\" is not displayed in the Restore user interface. An issue exists in the cataloging modules which does not support a "\" in the database name.

  Solution:

  Actually the database is backed up properly and you can use the Mount Recovery Point feature to find and copy the database files manually.

• For a catalog-less session, the restore job fails with an access denied error.

  Symptom:

  This restore failure will only occur if all of the following conditions occur:

  • One or more files from more than one volume are selected for restore.
  • The "create root directory" restore option is selected.
  • The restore to alternate location option is selected and the destination path is is specified as any of the following:
    • The destination path is also the root of the local volume.
    • The destination path is a remote share \\<Machine Name>\<Drive>$.
    • The destination path is a remote share \\<Machine Name>\<Shared Name> and the "<Shared Name>" is created on the root of the volume node.

  Solution:

  When submitting the restore job, make any one of the following changes:

  • Select only one volume to restore.
  • Unselect the "create root directory" restore option.
  • Restore to alternate location and specify the destination path to the following:
    • Not the root of the local volume
    • Remote share \\<Machine Name>\<Drive>$\<Folder Name>
    • Remote share \\<Machine Name>\<Shared Name> and the "<Shared Name>" is not created on the root of the volume node.
• CA ARCserve D2D does not support Windows Active Directory authoritative restore.

Bare Metal Recovery Issues

• Due to a Microsoft limitation that affects Hyper-V, Windows 2008 VM cannot boot from SCSI disks attached to it (boot volume on SCSI disk). As a result, if you have Windows 2008 machine (IDE disks attached) you will not be able to perform BMR of this machine to a VM (SCSI disks attached) on a Hyper-V host. Microsoft has documented that they cannot use SCSI disk as boot disk (http://technet.microsoft.com/en-us/library/dd296684(WS.10).aspx).
• If you have Daemon Tool version 344 installed, you should upgrade to the latest version before performing BMR. If you attempt to perform BMR to dissimilar hardware and have Daemon Tool version 344 installed, you may encounter a blue screen issue after BMR. (This is a known issue with Daemon Tools which has been fixed in the new release).
• If you use VMXNET2/3 as the virtual network adapter for a VM hosted on a vSphere server, you may not be able to access the network because the driver for VMXNET2/3 is not included in CA ARCserve D2D BMR PE image. If this occurs, you can add a "legacy" network adapter to the VM in VM configuration prior to performing the BMR, use it to access the network during BMR, and then remove it after the BMR is complete.
• If you are attempting to perform BMR and the size of your hard disk is larger than 2TB, the displayed disk size on the CA ARCserve D2D BMR UI may not be correct. If this happens, it may be because your server does not support a disk size larger than 2TB.
• If you configure a schedule for copying recovery points, and set the copy recovery point retention count to 1, you may not be able to use this copied recovery point to perform BMR. When you select this recovery point and try to proceed during BMR, an error message will be displayed saying it cannot lock this session. (This only happens when the retention count set to 1). If this happens, you can browse to the backup destination folder, and manually delete a file named "SessCfg.ses", then the BMR should be successful.
• A UEFI system with logical partitions cannot reboot after BMR.

  Symptom:

  This issue occurs when a Windows 7 or Windows 2008 R2 UEFI system has a logical partition on the system, and after you perform BMR the machine fails to reboot.

  Solution:

  Refer to the following Microsoft knowledge base article to understand how this known issue occurs and how to resolve it. Apply the fix before performing the backup with CA ARCserve D2D.

  http://support.microsoft.com/kb/982929

• During the CA ARCserve D2D BMR driver injection phase, a warning message displays the Windows Vista operating system for all target operating systems and can be ignored.

  Symptom:

  When BMR detects a driver but cannot ensure that the driver is compatible with the target operating system, a warning message displays asking you to confirm. This confirmation is to avoid inserting a wrong driver to the target system which can cause the machine to fail to boot.

  Solution:

  If you are sure the driver works for the system being recovered, select Yes and BMR continues to insert the driver to the system being recovered.

• In a BIOS to UEFI conversion for Windows Vista SP1, the destination disk must be 100 MB larger than the source disk.

  Symptom:

  A UEFI system needs at least 100 MB of disk space for the EFI partition. Typically when converting a BIOS system to a UEFI system by BMR, the 100-MB partition can be from the "System Reserved Partition" of the source system. However, if the source system does not have a "System Reserved Partition", the destination disk that is used for BMR must be at least 100 MB larger than the source disk. For example, Windows Vista and systems that are upgraded from Windows Vista/Windows 2003.

  Solution:

  Verify that the destination disk is 100 MB larger than the source disk.

• If creating a boot image failed with error code 0x80070005, from the CBImage.log in the $D2D_Home\Bin\Log folder, it can be caused by anti-virus software, such as McAfee. The real-time scanning functionality will block the BMR image change. In this case, you have to change the McAfee policy or use a machine without anti-virus software to create the boot image.
• For the dynamic disk, BMR does not support conversion between 512 disk (512 Bytes per sector) and 4KB disk (4K Bytes per sector). For example, when the source disk is 512 bytes per sector, you cannot restore to the target disk which has 4K bytes per sector; and when the source disk is 4K bytes per sector, you cannot restore to the target disk which has 512 bytes per sector.

File Copy Issues

• Job cancellation is not supported for a "File Copy" job while it is in the catalog update phase. The File Copy job monitor detail view shows the phase as "Updating File Copy Catalog".
• For a File Copy job, the Job Monitor progress indicators can display an incorrect value when a compressed volume is being copied. For this type of job, the Job Monitor estimated size for the compressed file is aligned with the "clusters per compression unit" value. This problem does not happen for the files which are resident. If this does happen, you can ignore the progress indicator values because the actual size processed will be correct and only the estimation will be wrong.
• If you are going to perform a File Copy job to a Eucalyptus–Walrus cloud storage location and the related files/folders contain any characters from a character set not supported on your Walrus server, the File Copy job skips those files. Ensure all the character sets that are required for your File Copy job are supported on the Walrus server.

  Note: For Eucalyptus–Walrus cloud storage, a space character in the file or folder name is considered an unsupported character and causes the File Copy job to skip these files.

• File Copy jobs fail with Error 31 after reinstalling CA ARCserve D2D because the password management data file is removed during the uninstallation process.

  Symptom:

  When the File Copy job reads data from encrypted backups, it depends on the CA ARCserve D2D password management to retrieve the password. Password management saves the passwords of all the recovery points in a file saved in the configurations folder. If you uninstall CA ARCserve D2D, this file is deleted. So even if you reinstall CA ARCserve D2D and point the backup destination to the original backup location, the File Copy job cannot retrieve the encryption password.

  Solution:

  Currently there is no actual work-around. The best practice is to perform the following task:

  • If encryption is enabled for previous backups, back up to a folder and start from a full backup after reinstalling CA ARCserve D2D.
• File Copy restore job is incomplete after you resynchronize the catalog.

  Symptom:

  If the network connection to the cloud is not stable during catalog resynchronization, the catalog resynchronization may be successful but restore from this file copy destination may skip some files. This problem can be caused when the resynchronized catalog job encounters an HTTP error when downloading the files.

  Solution:

  Rename or delete the entire catalog folder and then resync the catalog again. After the resync catalog job is completed, proceed with the restore.

• If a File Copy is configured with cloud destination and the host name contains special characters that the cloud vendor does not support, you can identify the container that closely matches the name specified from the stub file and then use CA ARCserve D2D to perform the restore.
• RAID-5 is not supported as a File Copy source.

GUI Issues

• If you are using Google Chrome as your browser and you click a link from the All Feeds dialog or from any of the Support and Community Access dialogs and no link opens, perform the following tasks to enable the link:
  1. Verify if there is a pop-up blocked icon displayed in the URL section.
  2. Click the icon and select the "Always allow pop-ups from <YOURSERVERNAME>" option.
  3. Restart Google Chrome. The links from CA ARCserve D2D should open successfully.
  4. If the data is still not shown in the correct format, check if RSS extension for the Google Chrome browser is installed or not.
  5. If not installed, download and install the RSS extension for the Google Chrome browser and reopen the links.
• If any UI operation generates a "Failed to connect to server" error (especially under heavy-load conditions), refresh the UI before continuing.
• If the Backup Now dialog is accessed from the CA ARCserve D2D Monitor (not from the home page), JIS2004 characters that you attempt to enter in the Backup Name field may not display.
• JIS2004 characters may not display correctly in the CA ARCserve D2D UI when used as a part of the destination path for backup/file copy/copy recovery point jobs. This problem may also affect JIS2004 characters being incorrectly displayed email titles when configuring email alert notifications. To avoid this problem, do not specify destination paths or email alert titles which contain JIS2004 characters.
• When using Microsoft Windows 8 x86, and you input the CA ARCserve D2D URL in Internet Explorer, the page cannot be displayed.

  Symptom:

  Protected mode must be disabled to avoid the page cannot be displayed error message.

  Solution:

  Open Internet Explorer Internet Options and clear the field Enable Protected Mode. Then reopen the CA ARCserve D2D home page from the tray monitor or input the CA ARCserve D2D URL.

• When using Microsoft Windows 8 x86, and you open CA ARCserve D2D or various other menu items from the tray monitor, the page cannot be displayed.

  Symptom:

  Protected mode must be disabled to avoid the page cannot be displayed error message.

  Solution:

  Open Internet Explorer Internet Options and clear the field Enable Protected Mode. Then reopen the CA ARCserve D2D home page or other menu items from the tray monitor.

• If you use the Google Chrome web browser, install version 24.0.1312.56 or later. A known issue exists with version 24.0.1312.52. After collapsing any panel on the CA ARCserve D2D home page, that panel will be automatically expanded and collapsed all the time.
• File copy processing data is dependent on the catalog job. So, if a catalog job is generated for a scheduled file copy job before its first or earlier file copy job is finished, then when the actual scheduled file copy job is running, the job monitor for processing the data is incorrectly displayed.

  Symptom:

  The catalog for a future file copy job is generated before its first file copy job is finished.

  Solution:

  Ignore the incorrectly displayed data shown being processed in the job monitor.

Alert Issues

• If you experience a timeout error during CA License Service Startup (Event Log Watch Service) on reboot, you can increase the timeout setting from the default value of 30 seconds (30000 milliseconds) to 2 minutes (120000 milliseconds) as follows:

  From:

  [HKEY_LOCAL_MACHINE \System \CurrentControlSet \Control]

  ServicesPipeTimeout = "30000"

  To:

  [HKEY_LOCAL_MACHINE \System \CurrentControlSet \Control]

  ServicesPipeTimeout = "120000"

• For Firefox users, if you experience a timeout error when browsing a folder with thousands of files, perform the following tasks to increase this timeout period:
  1. In the Firefox address bar, input "about:config".
  2. In the filter, input "dom.max_chrome_script_run_time".
  3. Increase the timeout value as necessary. (The time unit is seconds).

     For more details about this problem, refer to: http://kb.mozillazine.org/Dom.max_chrome_script_run_time.

• For Internet Explorer 6 and later, if you experience a timeout error when browsing a folder with thousands of files, perform the following tasks to modify the registry entry and increase this timeout period:
  1. Using a Registry Editor (such as Regedt32.exe), open the following key:

     HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Styles

     Note: If the Styles key is not present, create a new key named Styles.

  2. Create a DWORD value named "MaxScriptStatements" under this key and set the value to the desired number of script statements.

     If you are unsure of the value to set this value to, you can set it to a DWORD value of 0xFFFFFFFF to avoid the dialog.

     For more details about this problem, refer to: http://support.microsoft.com/kb/175500.

• If a new volume is created and a "cannot open file \Device\HarddiskVolume\CAVolTrc.dat" error is written to the event log, it may be because CA ARCserve D2D is trying to access the new volume as soon it is available, but the file system may take more time to initialize. If this happens, you can ignore this message (driver will automatically retry).
• If you are attempting to browse the contents of a folder which contains a large number of files and get an "Operation has timed out" error message, this may be because the maximum amount of time to complete the browse operation has been exceeded. If this happens, close the browse dialog and input the path directly in the web UI (you can use Windows Explorer to get the path and paste it in the destination box).

• If you are running CA ARCserve D2D on an Exchange 2010 Server and after creating an Exchange catalog, the event log message whose source is "ESE" cannot display detail messages, this may be caused by the eseutil.exe file (a utility that comes with Exchange) and the ese.dll file (the message file) being located in a different folder than the Exchange 2010 installation folder. (When creating an Exchange catalog, CA ARCserve D2D copies these ESEUtil files to a temp folder to launch it, and then deletes them).   

  If this occurs, you can change the registry key to point the ese.dll message file to the correct location.

  1. Access the following registry key:

     HKLM\SYSTEM\CurrentControlSet\Services\EventLog\Application\ESE

  2. Change the value "EventMessageFile" for the ESE.dll under exchange 2010 installation folder.

     (Usually it is: "C:\Program Files\Microsoft\Exchange Server\V14\Bin\ESE.dll")

• If you are configuring your email alert notification settings, and the subject field contains surrogate characters (multilingual characters that cannot be represented by a one double-byte code in UTF-16 encoding), these surrogate characters may appear as garbage characters in the email alerts received. (The email alerts will still be sent out, but the email subject field that is received may be affected). If this happens, you should reword the email subject and not include surrogate characters.

Miscellaneous Issues

• If you select an internet proxy server for receiving CA ARCserve D2D Updates or for accessing a cloud location for File Copy, and enter invalid access credentials, the Test Connection may mistakenly test good (due to cache-saved credentials) and may also make the connection to the proxy server (even with invalid credentials). If this happens, you may be unaware of any problem at first; however, if you later experience proxy server connection problems, you should verify your access credentials.
• The file size is getting very large for the tray icon, websvc-stderr, and websvc-stdout log files over a period of CA ARCserve D2D usage.

  Symptom:

  If it is observed that the size of the log files under "C:\Program Files\CA\ARCserve D2D\TOMCAT\logs" is too large, disable the stdout and stderr logs of Tomcat to reduce disk space usage.

  Solution:

  Modify the StdOutput Key using the Registry Editor.

  Follow these steps:

  1. Open the Registry Editor, and locate the StdOutput Key.

  For 32-bit systems:

  HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun 2.0\CASAD2DWebSvc\Parameters\Log

  For 64-bit systems:

  HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\CASAD2DWebSvc\Parameters\Log

  2. Set the value of StdOutput to an empty string to disable the stdout log.

  3. Set the value of StdError to an empty string to disable the stderr log.

  4. Restart the Web Service.

• A data corruption problem may occur if you are running CA ARCserve D2D on machines with Intel 82574L network adapter or E1000e vNIC in virtual machines from VMware. This is due to a data corruption issue of this model of network adapter when using its TCP Segmentation Offload (TSO) feature.

  To avoid this problem, when creating a VM in VMware, select different network adapters instead of E1000e. If you must use the E1000e vNIC or if you are using a physical machine with Intel 82574L NIC installed, you should disable the TSO feature on it.

  For more information about this problem see "Errata 17 - Tx Data Corruption When Using TCP Segmentation Offload" in the following Intel document:

  Intel 82574 Family Gigabit Ethernet Controller Specification Update

• The conversion of a 2 TB disk file fails because the VM failed to create a snapshot.

  Symptom:

  CA ARCserve D2D has a disk of 2 TB and the vSphere server can support a 2 TB disk. However, during the conversion, the following errors can occur:

  • In the vSphere Client:
    • "Create virtual machine snapshot VIRTUALMACHINE File <unspecified filename> is larger than the maximum size supported by datastore '<unspecified datastore>'"
    • "File is larger than the maximum size supported by datastore"
  • In the hostd log file for ESX/ESXi 4.x:
    • "Snapshot guest failed: The file is too big for the file system."
  • In the hostd log file for ESXi 5.0:
    • "Failed to do snapshot op: Error: (21) The file is too big for the datastore."

  Solution:

  This is a VMware limitation, and there is currently no work-around. It is not recommended to back up such a large disk. The maximum size that VMware supports is 2 T-16 GB, which is equal to 2032 GB.

  For more information, see the VMware KB:

  http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1012384

8.0 Language Support

A translated product (sometimes referred to as a localized product) includes local language support for the product's user interface, online help and other documentation, as well as local language default settings for date, time, currency, and number formats.

For CA ARCserve D2D for Windows, this release has been translated/localized into the following languages, in addition to the English release:

• Chinese (Simplified)
• Chinese (Traditional)
• French
• German
• Italian
• Japanese
• Portuguese
• Spanish

9.0 Acknowledgements

The following license agreements are available in the \Bookshelf_Files\TPSA folder in the CA Bookshelf:

• Apache Software License v.2.0
  • AWS SDK for Java 1.3
  • Axis 1.4
  • Axis2 1.4.1
  • GWT 2.4
  • Log4j 1.2.15
  • Quartz 1.6.5
• ATL Server Library and Tools 9.0.70425 Alpha
• FusionCharts Free 2.2
• jaxws 2.2.7
• JSW (Java Service Wrapper) 3.2.3
• lzjb 2009.06
• Oracle (formerly Sun) JRE 1.7.0_09
• Tomcat 7.0.29
• Windows Azure SDK for Java 2.0
• VMware Virtual Disk Development Kit 5.0 Update 1
• zlib 1.2.7

10 Contact CA Technologies

Contact CA Support

For your convenience, CA Technologies provides one site where you can access the information that you need for your Home Office, Small Business, and Enterprise CA Technologies products. At http://ca.com/support, you can access the following resources:

• Online and telephone contact information for technical assistance and customer services
• Information about user communities and forums
• Product and documentation downloads
• CA Support policies and guidelines
• Other helpful resources appropriate for your product

Providing Feedback About Product Documentation

If you have comments or questions about CA Technologies product documentation, you can send a message to techpubs@ca.com.

To provide feedback about CA Technologies product documentation, complete our short customer survey which is available on the CA Support website at http://ca.com/docs.

10.1 CA Support Links

Support Links for CA ARCserve D2D:

CA Support Online offers a rich set of resources for resolving your technical issues and provides easy access to important product information. With CA Support, you have easy access to trusted advice that is always available. The following links let you access the various CA Support sites that are available to help you:

• Understanding your Support

  This link provides information about maintenance programs and support offerings, including terms and conditions, claims, and service hours.

  https://support.ca.com/prodinfo/d2dsupportofferings

• Registering for Support

  This link takes you to the CA Support Online registration form which is used to activate your product support.

  https://support.ca.com/prodinfo/supportregistration

• Accessing Technical Support

  This link takes you to the One-Stop Product Support page for CA ARCserve D2D.

  https://support.ca.com/prodinfo/arcserved2d

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