BackupExec System State backups fail when Kaseya is installed

The Kaseya Collector service may cause the System State backup to fail with an “object list” error

V-79-57344-65245 – A failure occurred accessing the object list.

To confirm this run a debug backup.

Step 1 – Enable debug mode

  • Stop the Backup Exec Remote Agent Service
  • Enter –debug in the service start parameters
  • Start the Remote Agent service  (and also the job engine service)
  • Run a System State backup and the backup will fail.

Step 2 – Check the log file

  • Check the debug log under C:\Program Files\Symantec\Backup Exec\Logs\ (folder location may differ – search drive for text files with beremote in the name)
  • In the log file look for “objectslist”

You will see the following similar extract

[10644] 04/18/11 16:57:04 Status 0x0000007B returned calling FindFirstFile for \\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy28\program files (x86)\kaseya\crcltd76529186720359\..\knetcollector\kaseya.collector.exe in brUtil::GenerateFileList

[10644] 04/18/11 16:57:04 brUtil::SetObjectsList( ): Failed to apply the component exclusion list

This means that the service is not installed correctly and is the cause of the failure

Solution

  • Go to the following RegKey
  • HKLM\System\CurrentControlSet\Services\KaseyaCollector
  • Modifiy the string “ImagePath” and change to   “C:\Program Files (x86)\Kaseya\knetcollector\kaseya.collector.exe” –service
  • Restart the Kaseya Collector service
  • Modify the Remote Agent service and remove the –debug parameter
  • Restart the service

The backup will now complete successfully

This issue has only been confirmed in version 12.5 so far so if you get a similar error run the debug test which will confirm which software is causing the failure.

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