You may not be able to use Windows Backup to restore the system state on a computer that is running Windows 2000 Server with SP3 or SP4 (871169)


The information in this article applies to:

  • Microsoft Windows 2000 Server SP4
  • Microsoft Windows 2000 Server SP3
  • Microsoft Windows 2000 Advanced Server SP4
  • Microsoft Windows 2000 Advanced Server SP3
  • Microsoft Windows 2000 Professional SP4
  • Microsoft Windows 2000 Professional SP3
Windows SE:132707

SYMPTOMS

On a computer that is running Microsoft Windows 2000 Server with Service Pack 3 (SP3) or Microsoft Windows 2000 Server with Service Pack 4 (SP4), you may not be able to use Windows Backup to restore the system state.

The following events may be logged in the Application event log:
Event Type: Error
Event Source: NTBackup.exe
Description: Instruction at 0x775c827e referenced memory at 0x00000005. The memory could not be read.
Thread Name: RestoreRegDb
Exception code: c0000005
Exception description: Access violation
Exception address: 775c827e
Event Type: Information
Event Source: DrWatson
Event Category: None
Event ID: 4097
User: N/A
Computer: <System_name>
Description: The application, ntbackup.exe, generated an application error. The error occurred on <date> @ <time>. The exception generated was c0000005 at address 775C850A (<no symbols>) Where the address may vary.This problem may occur if the following conditions occur in the order that is listed:
  • You install the Cumulative Update for Microsoft RPC/DCOM on your computer.

    For additional information about this update, click the following article number to view the article in the Microsoft Knowledge Base:

    828741 Cumulative Update for Microsoft RPC/DCOM

  • You use Windows Backup to perform a full backup of the computer, including the system state.

    Note The system state includes the system files, the registry, Component Services, the Active Directory database, and the Certificate Services database.
  • You perform a new installation of Windows 2000.

    Note A new installation is also known as a clean install.
  • You use Windows Backup to try to restore the system state. When you do this, you use the backup that you created by using Windows Backup.

CAUSE

This problem occurs because the Catsrvut.dll file and the Clbcatq.dll file do not match. This problem occurs because the Clbcatq.dll file is in use during the restore and cannot be replaced until after a reboot. As a result, the Catsrvut.dll file and the Clbcatq.dll file are not compatible when it comes time to restore the COM database.

WORKAROUND

To work around this behavior, use one of the following procedures:
  1. Restart the computer, and then try to restore the system state again. The problem does not occur when you perform the restore procedure for the second time.
  2. Install the Cumulative Update for Microsoft RPC/DCOM mentioned above, reboot the computer, and then perform the restore procedure. The restore will succeed without any failure because the Cumulative Update is already installed.
  3. Install the Cumulative Update for Microsoft RPC/DCOM after you have performed a new installation, and before you try to restore the system state.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For additional information about Windows 2000 system state back up and restore, click the following article number to view the article in the Microsoft Knowledge Base:

240363 How to use the Backup program to back up and restore the system state in Windows 2000

Modification Type:MinorLast Reviewed:1/10/2005
Keywords:kbtshoot kbprb KB871169 kbAudEndUser
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