Ghost 15 - "Snapshot error %1" after install - also showing VSS Provider install had problems

John701 · 7 November 2010 18:52

I am getting an error "Snapshot error %1" when I run a Files & Folders backup.

During install there was an error showing the VSS Provider had a problem installing.

I have followed and peformed all the fixes I could find in the Norton website. None of them fixed this problem.

I have uninstalled and re-installed twice - no help. I have made sure all services are running and start automatically.

Recovery point backups run without problems.

How can I fix this???

Running: Windows 7 - 64 bit. 16BG memory. 2TB drive space - Backup Drive has 1.5Tb space. Norton 360 version 4.3.0.5 also installed.

erik_carlstrom · 9 November 2010 17:22

You received the VSSProviderInstall64 error during install. What's happened is a problem with COM+ on your system that prevented the component that the file and folder backup uses to install. Did you follow this document:

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20100513170716EN

John701 · 9 November 2010 17:40

Yes, I followed that document exactly as shown. Got the VSS provider problem again and the Snapshot error %1 again. When I ran the COM+ fix file, it didn't seem to do anything. No visable signs anything happened.

I will try that document again just to be sure.

During the install I did keep my settings and backup jobs so when I reinstalled I wouldn't have to recreate them. Could this cause the problem?

erik_carlstrom · 9 November 2010 17:43

Maybe, I would recommend starting over with the backup jobs.

John701 · 9 November 2010 19:22

No, didn't work. I uninstalled Ghost and had the computer delete the history, backup jobs, etc. I then rebooted my PC.

I ran the COM+ fix (extracted the files from the ZIP file first). A message NEVER appeared stating "Restore Successful". The DOS window closed and it erased the files from my hard drive. I rebooted my PC.

Then I re-installed Ghost 15. I now have a message that says "ERROR:Failed to have success running InstallVSSProvider function in MSIInstallVSSProvider Function".

How do I get Ghost installed so it will work?

erik_carlstrom · 9 November 2010 19:25

How did you install Windows? Is this an OEM install or from a Windows DVD? Something in the process of restoring COM+ is failing. You said you just recently formatted and install Windows, correct?

John701 · 9 November 2010 19:28

It is an OEM install of Windows 7 64-bit that came with my new HP PC. The PC is about 2 weeks old.

Does Ghost 15 work on 64-bit PC's?

erik_carlstrom · 9 November 2010 19:34

Yes it does support 64 bit. That installer item is the 64 bit installer for the VSS Provider.

Extract the zip file again, but instead of running the complete batch file, copying the following into a command prompt so you can see what the response is:

REM If c:\vss_com does not exist then create a new folder

if not exist c:\vss_com mkdir c:\vss_com

REM search for a particular file and copy that in a file

dir /b /s %windir%\WinSxS\R000000000001.clb > temp.txt

REM go thru the list and copy it to destination folder

for /f "eol= tokens=*" %%i in (temp.txt) do (

xcopy /r /y %%i c:\vss_com

)

REM delete "Symantec SymSnap VSS Provider" service

sc delete "Symantec SymSnap VSS Provider"

REM Remove %windir%\installer\{B0255743-165B-4BD5-8DA8-37DFB9930015} directory

if exist %windir%\installer\{B0255743-165B-4BD5-8DA8-37DFB9930015} rmdir /s /q %windir%\installer\{B0255743-165B-4BD5-8DA8-37DFB9930015}

REM execute com.vbs

call C:\Comfix\com.vbs

John701 · 13 November 2010 00:14

Here are the responses I got:

After the line that reads: for /f "eol= tokens=*" %%i in (temp.txt) do (

Error says: %%1 was unexpected at this time.

After line that reads: xcopy /r /y %%i c:\vss_com

Error says:File not Found - %%1

After line that reads: sc delete "Symantec SymSnap VSS Provider"

Error says: [SC] OpenService FAILED 1060: The specified service does not exist as an installed service.

After line that reads: call C:\Comfix\com.vbs

Error says: 'C:/COmfix/com.vbs is not recoginized as an internal or external commend operable3program or batch file.

Hopefully this helps solve the problem.

Full CMD windows shows:

C:\Users\John>REM If c:\vss_com does not exist then create a new folder

C:\Users\John>
C:\Users\John>if not exist c:\vss_com mkdir c:\vss_com

C:\Users\John>
C:\Users\John>REM search for a particular file and copy that in a file

C:\Users\John>
C:\Users\John>dir /b /s %windir%\WinSxS\R000000000001.clb > temp.txt

C:\Users\John>
C:\Users\John>REM go thru the list and copy it to destination folder

C:\Users\John>
C:\Users\John>for /f "eol= tokens=*" %%i in (temp.txt) do (
%%i was unexpected at this time.
C:\Users\John>
C:\Users\John>xcopy /r /y %%i c:\vss_com
File not found - %%i
0 File(s) copied

C:\Users\John>
C:\Users\John>)
C:\Users\John>
C:\Users\John>REM delete "Symantec SymSnap VSS Provider" service

C:\Users\John>
C:\Users\John>sc delete "Symantec SymSnap VSS Provider"
[SC] OpenService FAILED 1060:

The specified service does not exist as an installed service.

C:\Users\John>
C:\Users\John>REM Remove %windir%\installer\{B0255743-165B-4BD5-8DA8-37DFB9?9300
15} directory

C:\Users\John>
C:\Users\John>if exist %windir%\installer\{B0255743-165B-4BD5-8DA8-37DFB9?930015
} rmdir /s /q %windir%\installer\{B0255743-165B-4BD5-8DA8-37DFB9?930015}

C:\Users\John>
C:\Users\John>REM execute com.vbs

C:\Users\John>
C:\Users\John>call C:\Comfix\com.vbs
'C:\Comfix\com.vbs' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\John>
C:\Users\John>^A
C:\Users\John>

I then fixed the line parsing for the line that starts "for /f...", and copied the files into the root COMFIX folder.

I then got the error:

Script C:\Comfix\com.vbs

Line: 3

Char: 1

Error: The system cannot find the file specified

Code: 80070002

Source: (null)

What now?

erik_carlstrom · 15 November 2010 18:58

Formatting problem in the paste. Sorry.

for /f "eol= tokens=*" %%i in (temp.txt) do (xcopy /r /y %%i c:\vss_com)

Try that before continuing and trying again. I'll take a look at the VB script, but let's try that.

DaveH · 15 November 2010 21:00

It wasn't your copy \paste Erik, the download from the KB article has the formatting problem.

Might want to have a look at that.

Dave

edit- John, where you have that "file not found" error, it looks like you may not have the downloaded files in a folder:

C:\COMFIX

John701 · 15 November 2010 21:42

I already tried that, didn't do any good. I get the same error.

John701 · 16 November 2010 01:06

The 2 files are in the C:\COMFIX folder: com.vbs and com_fix.bat. I still get that error.

John701 · 17 November 2010 02:40

OK, this is now fixed. I rebooted into Safemode, ran the COMFIX batch file which said it ran successfully, then rebooted into standard Windows 7.

I then re-installed Ghost 15, and everything runs fine so far. My Files & Folders backup is almost done.

Apparently something was keeping the COMFIX files from running properly.

mcclaigg · 20 November 2010 21:16

I have the same error sequence, but COMFIX does not complete correctly, as the VSS Provider fails when I install NG 15. I also run NIS 11, if it is pertinent.

vss provider failure.jpg

The below extract is from COMFIX

C:\Windows\WinSxS\amd64_microsoft-windows-com-complus-runtime_31bf3856ad364e35_6
.1.7600.16385_none_b5bfb0b8ee629431\R000000000001.clb
1 File(s) copied
[SC] OpenService FAILED 1060:

The specified service does not exist as an installed service.

I was unsuccessful in manually starting the VSS server from the x64 drivers directory.

Suggestions?

mcclaigg · 20 November 2010 22:53

After going around in circles for 3 full install/de-install/COMFIX instances, I finally tried running the installation file from CD as Administrator. End of issues.

dallas_maverick_714 · 3 December 2010 16:15

Rescue[_74829252_2010-12-03_17h44m34s_mradulescu@symantec.teleperformance.gr].jpg

ok,

On a Windows 7 64 bit machine I cannot run a backup of drive C... not a big deal

reason :

Symantec SymSnap VSS Provider is missing ( attached a list with running services )

following this KB here I'm getting to the error mentioned above:

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20090518143146EN

what I've tried next:

- uninstall Ghost trough App Wiz ( control panel)

- running Removal Tool

- reboot

- downloaded Ghost 15.01 from this page

- running Installation (with admin rights)

- during the installation I see again the error VssProvider cannot be loaded ...

- Installation succesful

After starting a backup of drive C, the backup runs without problems.

But how to install the VssProvider Service now

best regards

John

erik_carlstrom · 3 December 2010 17:34

John,.

There's a problem with COM+ on your system. You need to use the following document instead:

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20100513170716EN

Ghost 15 - "Snapshot error %1" after install - also showing VSS Provider install had problems

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