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Kudos0

Ghost "Service Module Stopped Working and Was Closed"

I am having yet another problem with Ghost. It's been working fine for a couple of months - since my last problem - and now, suddenly, I get continual "Unable to connect to the agent" errors from Ghost, as well as "Service module stopped working and was closed" from Windows. I know the first error is a Ghost problem, because it is being generated by Ghost. The second message is so vague, I don't know for sure if it's part of the problem, but both seem to go hand in hand.

I'm running Ghost 12.0.3.24711 on Windows Vista 32 with all updates installed. I just ran Live Update and everything is up-to-date. I also ran the "fixinstall.bat" program in the Ghost folder. No luck. I'm still getting these errors constantly, and I assume since the Ghost service isn't running, not only is my system not being backed up, but the backups I have (before this started happening) are pretty much useless.

I checked "Problem Reports and Solutions" under Control Panel, and there was nothing there, naturally. That would be too easy.

Any suggestions? Thanks!

Message Edited by Kevio on 09-26-2009 04:55 PM

Replies

Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

I am having yet another problem with Ghost. It's been working fine for a couple of months - since my last problem - and now, suddenly, I get continual "Unable to connect to the agent" errors from Ghost, as well as "Service module stopped working and was closed" from Windows. I know the first error is a Ghost problem, because it is being generated by Ghost. The second message is so vague, I don't know for sure if it's part of the problem, but both seem to go hand in hand.

I'm running Ghost 12.0.3.24711 on Windows Vista 32 with all updates installed. I just ran Live Update and everything is up-to-date. I also ran the "fixinstall.bat" program in the Ghost folder. No luck. I'm still getting these errors constantly, and I assume since the Ghost service isn't running, not only is my system not being backed up, but the backups I have (before this started happening) are pretty much useless.

I checked "Problem Reports and Solutions" under Control Panel, and there was nothing there, naturally. That would be too easy.

Any suggestions? Thanks!

Message Edited by Kevio on 09-26-2009 04:55 PM
Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Hi Kevio,

First let me set your mind at ease on one thing. Even though the Ghost service may not be running it does NOT affect any successful backups you performed previously. There ARE still there and are perfectly usable.

If you want some comfort and seeing that they are usable you can boot from the Ghost Recovery CD and browse to your backup images and do a verify on them. Just be sure and not actually try to restore the images.

A couple of questions for you. Did you recently install any other software prior to this problem happening? Any other recent changes to your system?

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Well, the reason I believe the backups are now unuseable is because Ghost itself doesn't work.  If I launch Ghost, it spends a few minutes trying to initialize, then generates the error - because of the error, none of the functions of the software are available.

But that aside, no, I haven't installed anything new, done anything different, or changed anything.  Besically, it worked fine one day, then started throwing all the errors at me the next.

Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

I'm still struggling with this.  I tried disconnecting the USB 1.5TB drive I use to backup to, because I've read about USB drive issues.  No luck.  Whether the drive is connected or disconnected, I get the following when I try to start Ghost:

"Norton Ghost Service Connection

This program is unable to connect and communicate with teh Norton Ghost backup service on [my computer name]."

...and then I get the same errors as I mentioned before.  But I also get emails indicating the Ghost service started successfully, even though it didn't.  And Ghost asks me if I want to run missed backups, even though it doesn't work.

So, it's been over a week since I've been able to get a backup - and that represents a huge amount of potential data loss.

Is it time to just scrap Ghost and find a different product?  I absolutely cannot do without having valid data backups, and since Ghost won't even start, I wouldn't be able to retrieve anything from the older backups I have.  My 1.5TB backup drive has been demoted to "expensive paperweight" status.

Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Hi Kevio,

I must apologize, somehow I did not get or notice the email alert the previous time you responded.

You may well have already looked at these threads but in case you have not, please check:

http://community.norton.com/norton/board/message?board.id=other&thread.id=13993&view=by_date_ascending&page=1

and

http://community.norton.com/norton/board/message?board.id=other&message.id=7831&query.id=2986660#M7831

Search for others containing USB, there seems to be quite a few on the Symantec forums.

++++++++++

If those do not yield anything useful for you, have you tried uninstalling and reinstalling Ghost? And please do not worry, this will not make your backups go away and of course you could always have the USB drive disconnected for extra insurance. The backups you have are absolutely there even though I understand you may not be able to actually make use of them with the Windows Ghost client. If you use the Ghost recovery CD you can do verifys on the backup images to satisfy yourself they are sound. The Recovery CD will not be affected by whatever is causing Ghost client service to stop working.

The next thing I would try is to make sure that some other software is not causing conflict with Ghost. You can use msconfig to turn off other startup programs and processes. The thing you need to be careful about here is to not turn off your AntiVirus and firewall protection, OR if you do then have your Ethernet cable disconnected from the network while you do the test. Doing this test is NOT risky as long as you follow basic precautions and is an ideal way to see if two pieces of software are conflicting with each other.

To do this, type in 'msconfig' in the Start menu Search box. This will bring up the System Configuration utility. Then go into the Services tab and put a check mark on "Hide All Microsoft Services" as you do NOT want to disable any Microsoft OS services. After doing this, go through the list and disable (remove the check mark) on all services except Symantec services. Make sure that anything with Symantec or Ghost remains checked. You should also leave anything in support of AntiVirus software checked (or again simply remove your Ethernet cable while doing the testing).

Then go into the Startup tab. Here again disable (remove check mark) on anything not Symantec or Ghost related.

After doing this, click Apply and OK. It will prompt you to restart your computer. When it comes backup check Ghost out again. If the problem has cleared then you probably have a conflict between Ghost and some other software. At that point you can reenable a program or two at a time through 'msconfig' and narrow down which software the conflict is with. Knowing this would provide some clues as to how to get this working again.

If Ghost still does not work with the other programs disabled then we know it is not likely a software conflict and something more fundamental is wrong.

It is not uncommon to have software conflicts and 'msconfig' is one of the ideal ways to verify if an issue is being caused by this or something more fundamental.

Let's see what this shows once you've done this and we have a direction to go in. To recap the recommendations are:

1) Check out the other threads I linked to along with other USB related threads to see if anyone is having similar problems.

2) Uninstall and reinstall Ghost

3) Use 'msconfig' to check for software conflicts.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

I think I'm just going to have to give up on this.

I spent the last 5 hours in chat with Norton tech support.  Watched them uninstall (without bothering to ask if I had the install CD handy), and reinstall 4 times.  Watched them reset the registry permissions 3 times (again, without telling me they were going to do that), only to be told the last time, by an "elevated" support person that what they were doing would fix it, no problem.  Only it hasn't.  And now, it's worse than before - if that's possible.  Now, I can't even get past the initial Ghost config screen (after reinstalling) - it tells me "I don't have permission", even though I'm logged in as administrator, and attempting to run Ghost as an administrator.

The one time I got past this, I got to the product key screen.  It wouldn't accept the product key.  Said it was invalid.  I took a photo of the original product key card (once I finally found it) it and showed it to the analyst "driving" my PC.  He said he'd get back to me in 20 - 30 minutes.  An hour and a half later - NOTHING.  So, I got connected to another analyst, had to start over from the very beginning explaining everything, watching the uninstall/reinstall, waiting (forever) for the registry permission fix, only to have that analyst say "this will fix everything" and then abruptly end the chat session.  Which, of course, it didn't.  And here I sit.

On top of wasting the last 5 hours, I still get the "Service module has stopped" error from Windows.  And now, I'm completly dead in the water.  No backups.  No safety for my data - which is incredibly important stuff.  Too important to trust to Ghost, evidently.  Luckily, Windows 7 comes out in a few weeks, so I can just buy a new PC (which I was planning on doing anyway) - but I'll make sure that no Norton product touches it.  Ever.  I've spent far too much money and had far too many headaches - whether it's Ghost, NAV, 360, NU - to continue to deal with a product that has this many problems, and analysts that accomplish nothing other than wasting my time and making things worse.

And don't get me started on my dual displays that the analyst also screwed up.  I'm still trying to fix that.

If anyone at Norton cares, which I seriously doubt, the reference number is [removed].

All these years my peers have been telling me not to waste my time or money on Norton products, and I've always sais "No, Norton is good stuff" - I guess I now see what they were talking about.

This big, EXPENSIVE hard drive I bought for backing up is going to make a great paperweight.  And the Ghost CD will make a delightful beverage coaster.  But that's about all it's good for.

[edit: removed support case number - available internally]

Message Edited by Tim_Lopez on 09-30-2009 02:14 PM
Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Kevio,

I am not Symantec and am simply trying to help out. Having said that I am sorry you are having so much problems. Regarding the tech who you reported doing things on your PC w/o your permission. I do know how you feel there as I am a software engineer and I do not let anyone do anything to my PC without knowing exactly what they are doing and why. With that said you do need to also set an expectation at the beginning of the troubleshooting session and make clear to the tech that before they do anything they must tell you exactly what they are doing and why and get your permission before proceeding further. That is your RIGHT as the owner of your computer. Now since I wasn't there for the conversation I don't know what transpired but I can tell you one thing. If you make your wishes clear and any tech (be it Symantec or any other company) violates your wishes they can and should get into big trouble and you have the right to lodge a formal complaint.

++++

Now with all that said, you would be doing yourself a disservice to automatically think that only Norton Ghost has problems. Again as a software engineer myself I can tell you that there is not one single product on the market without flaws of one sort or another.

You should also realize that any OS like Windows which has to co-mingle with thousands of other computer software, sometimes conflicts do come up. It is not pleasant when it happens but it is a fact of life.

I gave you some steps to help narrow down whether your issue is being caused by a conflict or some other fundamental problem. It is an absolutely valid troubleshooting step as Microsoft themselves would tell you.

And the more software you own and run the more likely it is that at some point you are going to have some sort of conflict between two or more programs.

I can recall at least a dozen times in the last 15 or so years where I have faced this and was able to narrow down the conflict and help the two companies work out which one was really at fault. In all but one case the problem was resolved with a subsequent update to the problem application.

At this point I cannot tell you if your problem is a conflict or not and won't be able to without more troubleshooting.

It is of course completely your call if you want to work on this and I'll be ready to help if I can if you can get past the anger for a bit.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Kevio,

Look in the Windows Event log after you get the "Service Module Stopped Working" message.  This is a crash that is leading to a problem with the Ghost service.  You're having a dependancy failure that is causing the Ghost problem.  It could be a conflict as Allen mentions, but the troubleshooting should start with that failure. 

Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Well, the problem is solved.  More on that in a sec.

After deciding I was giving up on it, I decided to give Symantec one more shot.  So, I let the analyst see my machine, and just like me, couldn't get past the Product Key screen.  He basically accused me of having pirated software.  So, I found the original receipt (which took a while), and took a photo of it, the original jewel case/box, the original CD, the original Registration Key card and showed it o him.  After that interrogation, he said he would download an ISO on my system of Ghost 12. 

The download took 5 hours (312 MB).  The analyst made a comment about my lousy connection - which it isn't, and I told him so.  I have a very fast cable connection, but he said it must be me.  Just like the registraion key, the problem isn't theirs, it's mine.  The slow connection isn't an overloaded server on their end, it's my slow connection.  Ironically, I downloaded about 5 GB of data from my office server in less time, at the same time, as the ISO was downloading.  But it was my connection speed, at least according to the analyst.

So, anyway, The ISO finishes about midnight.  I've now been trying to solve this with tech support for over 12 hours.  And basically, in that amount of time, the only thing they've done is run the registry permission fix tool, and uninstall/reinstall a bunch of times.

The next day, I installed the ISO.  Guess what?  The exact same permission error.  No joy in Mudville.  I get yet another analyst on the chat,have to go through the whole explanation again (what exactly is the purpose of the call reference number, anyway), and what's the first thing he does?  You guessed it!  Uninstall and reinstall.  Those analysts, man, they're like a BASIC program:

10 Uninstall

20 Reinstall

30 GoTo 10

Naturally, this didn't work.  I then told the analyst very specifically that I did not want to uninstal my 360 or Norton Ultilities.  It took me hours to get 360 working with my network, and after losing about 15 hours of work by this point, I couldn't lose anymore.  So, teh analyst says "Don't worry, I won't", and not 3 minutes later, he says "OK, now I'm going to uninstall your Norton 360 and Norton Utilities."  Doesn't ask, doesn't warn, just starts doing it.  Luckily, I was able to yank the power cord out of my cable modem before this guy screwed up my system worse.

Is uninstall/reinstall the only thing these guys are taught?  I can't tell you how many times I've been told to uninstall/reinstall over the years.  And that doesn't FIX the problem.  It might SOLVE it, the same way if my car won't start I just blow it up and buy a new one - but it doesn't FIX it.

So, anyway, to make a long story have a happy ending, I did solve the problem.  All by my onesies.  And it turned out to be simple.  All I had to do was take the Ghost CD and throw it in the trash, and install Acronis True Image.  Problem solved, data safe.  And that's all I care about.  True Image made the bootable rescue disc in about 5 minutes, not the 5 or 6 hours it took Ghost to do that (check this forum, I have an unsolved post about that here), and Acronis also has a built in function to change the SMTP port for email notifications - again something I struggled with in this very forum. 

So, I'm happy, and I can get back to work now.  $50 bucks and probably 24 hours lost, but at least my data is safe.

Kudos0

Re: Ghost "Service Module Stopped Working and Was Closed"

Kevio,

I'm happy for you. You can keep right on believing that Ghost is the only software which has a problem if that helps. It does not however make it true but that's Ok.

With any luck maybe you won't ever experience a conflict between two programs and of course if you do, just shop around and find something different to replace the most recent program and the problem might go away because now one of the programs involved in the conflict is gone. Nothing has been solved there either but you don't have the problem any more so you are happy.

I can understand that, not everyone has the desire or patience to go the extra mile. Personal choice there so as I said I'm happy for you.

I had given you some steps to work on this and Erik also gave you good advise for troubleshooting. In the end I am sure we could have figured this out.

I rarely use tech support with software vendors because in most cases I know more than the tech you get on the phone or in chat. That is not meant negatively but rather just a fact of life for me because my life is in computers and the first line tech support at most companies does not have the experience I have.

In the past when I worked on a series of issues with Mircosoft, they had actually updated my profile that if I called in with a problem I would automatically get routed to Advanced support without even going through the first tier or two.

Good luck.

Allen

Message Edited by AllenM on 10-02-2009 08:17 AM
Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32

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