NTBackup.exe may stop responding when you restore the second backup set from a backup tape that contains two backup sets in Windows 2000 (328936)

SYMPTOMS

When you try to restore the second backup set from a backup tape that contains two backup sets, the Backup utility (NTBackup.exe) may stop responding. Additionally, you may experience one or more of the following symptoms:

You receive an access violation error message.
Event ID 4097 is logged in the event log.
A dump file is created with a call stack that is similar to the call stack in the "More Information" section.

RESOLUTION

Service pack information

To resolve this problem, obtain the latest service pack for Microsoft Windows 2000. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

260910 How to obtain the latest Windows 2000 service pack

Hotfix information

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next P1 that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

File information

The English version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

   Date         Time   Version        Size       File name
   ----------------------------------------------------------
   30-Sep-2002  13:57  5.0.2195.6075  1,162,512  Ntbackup.exe

MORE INFORMATION

Call stack output

When this problem occurs, the following call stack is generated:

0:000> kv
ChildEBP RetAddr Args to Child 
0006f23c 01077b68 00000000 010cbc00 0068dd00 ntbackup!QTC_LoadHeader+0x13 (FPO: [Non-Fpo]) (CONV: stdcall)
0006f4ec 01018301 00000005 010cbc00 0068dd00 ntbackup!do_restore+0xf8 (FPO: [Non-Fpo]) (CONV: stdcall)
0006f518 01018b2d 00c682c0 010cbc00 010020a0 ntbackup!CMainApp::ExecuteSession+0xf0 (FPO: [Non-Fpo]) (CONV: thiscall)
0006f548 76fb21c1 010020a0 00000111 0006f588 ntbackup!CMainApp::OnFileStart+0x1c3 (FPO: [Non-Fpo]) (CONV: thiscall)
0006f558 76fb2120 010cbc00 00008004 00000000 MFC42u!_AfxDispatchCmdMsg+0x7e
0006f588 76fb2527 00008004 00000000 00000000 MFC42u!CCmdTarget::OnCmdMsg+0x104
0006f5c0 76fb27bd 00008004 00000000 00000000 MFC42u!CFrameWnd::OnCmdMsg+0x8b
0006f610 76fb281d 00000000 00000000 00c67878 MFC42u!CWnd::OnCommand+0x51
0006f628 76fb1ab3 00008004 00000000 00c67878 MFC42u!CFrameWnd::OnCommand+0x71 (FPO: [2,0,3])
0006f6a8 76fb19d1 00000111 00008004 00000000 MFC42u!CWnd::OnWndMsg+0x2f
0006f6c8 76fb195a 00000111 00008004 00000000 MFC42u!CWnd::WindowProc+0x22
0006f728 76fba415 00000000 00030106 00000111 MFC42u!AfxCallWndProc+0x90
0006f74c 76fb1ab3 00008004 00000000 0068dd00 MFC42u!CMDIFrameWnd::OnCommand+0x28 (FPO: [2,0,3])
0006f7cc 76fb19d1 00000111 00008004 00000000 MFC42u!CWnd::OnWndMsg+0x2f
0006f7ec 76fb195a 00000111 00008004 00000000 MFC42u!CWnd::WindowProc+0x22
0006f84c 76fb18e2 00000000 000d00d6 00000111 MFC42u!AfxCallWndProc+0x90
0006f868 76fb18a1 000d00d6 00000111 00008004 MFC42u!AfxWndProc+0x2b
0006f894 77e11b60 000d00d6 00000111 00008004 MFC42u!AfxWndProcBase+0x39
0006f8b4 77e137f7 76fb1868 000d00d6 00000111 USER32!vFontSweep+0x3e (FPO: [0,0,0]) (CONV: stdcall)
0006f8e4 77e13c40 00377e68 00000111 00008004 USER32!MsgWaitForMultipleObjectsEx+0x166 (FPO: [Non-Fpo]) (CONV: stdcall)

WORKAROUND

To work around this issue, follow these steps:

Remove the tapes from the tape storage device.
Delete the catalog from the Backup utility.

Note Any tapes that were not removed in step 1 will be erased.
Delete any information in Removable Storage that references these tapes. To do this, follow these steps:
1. Click Start, right-click My Computer, and then click Manage.
2. In Computer Management, double-click Storage, double-click Removable Storage, and then double-click Media Pools.
3. Double-click each node under Media Pools.
4. Note the location of each tape, right-click any references to the tapes that you want to restore, and then click Delete.
Replace the tapes in the tape storage device.

Note These tapes are inventoried and classified as "imported" in Removable Storage.
Move the tapes to the correct location in Computer Management. To do this, follow these steps:
1. Click Start, right-click My Computer, and then click Manage.
2. In Computer Management, double-click Storage, double-click Removable Storage, double-click Media Pools, and then double-click Import.
3. Drag each object to the location that you noted in step 3d.
Click Catalog a backup file on the Tools menu to catalog the tape in the Backup utility.
Restore the backup set from the tape.