COM Surrogate crash every time I run Ghost 14 backup

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Hi,

 

This is Julix. I am having this issue too, in fact it´s happening since the last time I have run Live Update. I guess this might be related to the upate for Norton Ghost. I didn´t see any warnings of the application, but I don´t know how to check the logs.

I am running Windows XP SP3, with 3 gigabytes of RAM.

Maybe my information helps a little bit for investigation.

 

Thank you and regards,

Julix

4 Likes
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Hi Tony,

 

Sorry, I didn't see you had responded.  There are quite a number of errors in the log . . . each lists "COM+" as the source:

 

 (at run of ghost -- I think)

 

The system has called a custom component and that component has failed and generated an exception. This indicates a problem with the custom component. Notify the developer of this component that a failure has occurred and provide them with the information below.

Component Prog ID:

Server Application ID: {4BD712D1-A258-429E-9566-622C0E901B91}

Server Application Instance ID:

{9A2FB2AB-43B1-4600-A48F-C02014FFBA7A}

Server Application Name: Symantec SymSnap VSS Provider

The serious nature of this error has caused the process to terminate.

Exception: E06D7363

Address: 0x7C812AEB

Call Stack:

kernel32!RaiseException + 0x52

SymSnapProviderXP! + 0x96788

SymSnapProviderXP! + 0xA8A0

 

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

 

 

and

 

(at boot)

 

The run-time environment has detected an inconsistency in its internal state. This indicates a potential instability in the process that could be caused by the custom components running in the COM+ application, the components they make use of, or other factors. Error in f:\xpsp3\com\com1x\src\comsvcs\package\cpackage.cpp(1184), hr = 8007041f: InitEventCollector failed

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

 

and

 

(at boot)

 

The COM+ Event System detected a bad return code during its internal processing. HRESULT was 8007041F from line 44 of d:\comxp_sp3\com\com1x\src\events\tier1\eventsystemobj.cpp. Please contact Microsoft Product Support Services to report this error.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

 

I could be wrong in my annotations of when these are happening, but it's the best I can tell.  LiveUpdate says my Ghost is up to date.

 

Message Edited by smr888 on 10-05-2008 04:12 PM
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Hi smr888,

 

 I've sent you a Private Message (PM - the yellow envelope  in the upper right corner of the forums) with instructions on uploading logs and screenshots for us to review. Please reply back to this thread with the zip filename so we are sure to review the correct logs. Thanks!

Message Edited by Tony_Weiss on 10-15-2008 02:01 PM
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I am having a similar problem.  I updated from Ghost 12.0 to Ghost 14.0 and started getting an error dialog window titled Com Surrogate popping at random times.  Within the errpr window the files kernel32.exe & dllhost.exe are referenced.  Closing the window allows me to continue working.  I am not sure what the error is affecting but it is annoying to have it continually popping up. 

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I just purchase and installed Ghost 14,.0 and I have the exact same problem.

1 Like
7

Ditto, got the update notice yesterday and let it install Ghost 14 SP3.  First backup after that ran without any problem. I can't remember now if it was on startup or after the actual backup had started, but I got the same COM error.  Plus, Manage Backup Destination now thinks my Maxtor 1TB firewire external is not available - but it backs up to it nicely.  In addition, I can create new jobs and successfully target this supposedly disconnected drive. 

 

Reinstalling from CD now. 

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Hi there,

Unfortunately I do also have the exact same issue. Running NG 14.0 with latest update.

I have Win XP SP3 (same issue on SP2) and a Lenovo T61p.

 

Is there anyway to get this sorted?

 

Thanks   / Ove Cervin

AUTODESK

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Hello I updated Ghost 14 today and I started to get this error too right after I retarted. My event log is being spammed with error:


In applications error I have:

 

Volume Shadow Copy Service error: Error calling a routine on a Shadow Copy Provider {262b716e-bb23-41b5-aaef-e2c15e767167}. Routine details Cannot ask provider {262b716e-bb23-41b5-aaef-e2c15e767167} if volume is snapshotted. [0x80070424] [hr = 0x80070424].

 

and

 

Diskeeper Control Center - ERROR Unable to check the VSS Shadow Copy status for volume C:\ .

 

and then I get the COM error after a 15min (still in application error):


Faulting application dllhost.exe, version 6.0.6000.16386, time stamp 0x4549b14e, faulting module kernel32.dll, version 6.0.6000.16386, time stamp 0x4549bd80, exception code 0xe06d7363, fault offset 0x0001b09e, process id 0x11b4, application start time 0x01c93bc52d2aad39.

 

 In system error :

(at the same tim I get the COM error message)

The Symantec SymSnap VSS Provider service terminated unexpectedly.  It has done this 12 time(s).

 

 

I have 89 error messages in the last hour...

This is gettint really anoying, is there a way to fix this or I need to reinstall to "downgrade" Ghost 14 to a version that don't seems to be unstable?

10

I have the identical problem.  Norton promised a fix which I will post when I get it in email.  It requires a change to the DCOM configuration. 

 

<<Edit: Case ID and employee name removed.>>

Message Edited by TomV on 02-05-2009 12:40 AM
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I have same problem. Any solutions?

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I'm at the moment VERY disappointed on Symantec regarding several issues and how they treat their customers.

This issue, in the thread here, is not answered by professionals and it is not resolved.

 

But worse is that I have had severe problems using NG v14 on Vista as it has not restored the data properly. That has caused me several days of extra work. I have tried to get answers over their Online "Chat" with no success. They asked me to call the phone number, where I was given a "login number". Of course that didnt work. The number was not accepted. I tried several times, and yes - the number was correctly entered.

Then I tried to get hold of a link to Symantec "Customer Feedback/relations". After some research on the site I did find a link to "Customer feedback". Guess what - that link directed me straight to a page where you could BUY support!

 

I'm really considering mentioning these issues on our WW Blog page, read by thousands in the IT-industry. THAT might push it a bit.

 

Regards / Ove Cervin - AUTODESK

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Hello Symantec-Community,

 

I'm having exactly the same problem. I'm having during the day very often messages that about tjis error, today I've just enough of ghost... So I do also not understand how Symantec can afford to simply just ignore this problem.

My solution is: I've removed it from my system and what I have to say, this was my last Symatec investition...

 

All The Best

Thomas

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Hi All,

 

Can you follow the below steps and check for the issue:

 

1.    Open command prompt (Start> Run> CMD)

2.    Type the command dcomcnfg and press ENTER which should open up Component Services window
3.    Expand Component Services option under Console Root which should show My Computer.
4.    Right click on My computer and click on Properties
5.    Click on Com Security Tab
6.    Click on Edit Default under Access Permissions
7.    Add the Local Admin and provide full permission and click on OK
8.    Click on Edit Default under Launch and Activation Permissions
9.    Follow the Step 7
10.    Restart the system and check for the issue.

 

Let me know if this works. 

 

Thanks,

Prasad

Message Edited by prasad_shetty on 11-20-2008 10:11 AM
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My account is the administrator account on the system.  I followed the instructions below but still got the COM Surrogate crash when running Ghost.  It's possible, of course, that I didn't follow the instructions accurately, but aside from selecting thet right user there isn't really much one can get wrong.

 

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Okay, I tried the steps indicated as best I could understand them.  I added all administrator accounts and groups (I think)  (but this is really just my own PC and I have full admin rights).  The error still exists.

 

Here's my background:  I've been using Ghost 14 for 6 months without a problem.  I am now trying to use it with a brand new Western Digital My Passport External Hard Drive.  I was also getting a "Unable to Write to File...Error EBAB03F1: The parameter is incorrect" error.  Since completely removing Norton Ghost and reinstalling it, and then trying your steps, it now seems to be backing up to the new drive, but the COM Surrogate Error still exists.

Does anyone have any solutions?

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Hi ekaplan100,

 

Can you check with the below steps:

 

1. Right click on My Computer, and choose Properties.

2. Click on Advanced tab and then Select Settings button under Performance.

3. Select the “Data Execution Protection” tab, and then click â€śTurn on DEP for all programs and services except those I select”

4. Click on the Add button, and then browse to C:\Windows\System32\dllhost.exe as shown

5. Click Open, and then OK.

6. Click Apply and then OK.

 

Thanks,

Prasad

Message Edited by prasad_shetty on 11-30-2008 09:09 PM
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Prasad, I appreciate that you are trying to help--thanks for contacting me quickly.

Right click on Computer?  I'm running XP Professional.  Do you mean right click on My Computer?  When I do that and move to the Advanced tab, I don't have an option for Advanced System Setting.  Perhaps you might mean something else, or think I'm using Vista, perhaps?

 

Thanks,

 

Ed (ekaplan100)

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I was able to figure out where to change the “Turn on DEP” .  I won’t be able to test it until tonight’s backup.  For everyone reading, assume it solved my problem unless I post again tomorrow.

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I tried it and it didn’t work.