Author: Bob Lin

Situation: The client can’t access the internet. For troubleshooting, we ask he to ping default gateway, for example, ping 192.168.1.254. She gets general failure.

Troubleshooting: 1. run netsh to enable autoconfig,

netsh wlan set autoconfig enabled=yes interface=”Wireless Network Connection” or “Wi-Fi” for example

netsh wlan set autoconfig enabled=yes interface=Wi-Fi

Restart the computer.

2. Run netsh to delete arp, for example

netsh interface ip delete arpcache

Restart the computer

3. Run netsh reset, for example

netsh int ip reset c:\resetlog.txt

Restart the computer

4. Run admin command prompt, run DISM/SFC:dism.exe /online /cleanup-image /restorehealth

then

SFC /SCANNOW

Restart the computer.

5. If your computer has 6to4, that may cause the problem. Try to disable it by running this command;

netsh int ipv6 isatap set state disabled
netsh int ipv6 6to4 set state disabled
netsh interface teredo set state disable

6. Reset winsock

netsh i i r r

netsh winsock reset

Then reboot.

7. Run safe mode with network.

8. It could be security software issue. Try to disable the firewall or security software for a test.

9. Run network troubleshooting on Windows 10. It find the problem but can’t fix it.

10. Run System restore but the system restore is off.

11. Finally, we fixe the problem by run Windows Recovery.

Situation: the client has a problem to run Veeam backup with this error: Could not perform threshold check for backup location
“\10.0.0.178\qnapbackup\host02” due to space info retrievement fail!
Error: Invalid Signature.

Resolution 1: Make sure use the correct username to access backup storage, for example NAS\username.

Resolution 2: The client just join the NAS to their domain, they need to access the NAS using domainname\username.

Resolution 3: Force the credentials renew in Veeam DB. Please follow this post: How to force the credentials renew in Veeam DB

Resolution 4: Run rescan on Repository by going to Backup Infrastructure.

Right-click on the storage and then Rescan.

Situation: The client has a problem to run Veeam Backup with this Error: Failed to call RPC function ‘FcReadFileEx’: Access is denied. Failed to open file
[\10.0.0.178\qnapbackup

Resolution 1: Make sure use the correct username to access backup storage, for example NAS\username.

Resolution 2: The client just join the NAS to their domain, they need to access the NAS using domainname\username.

Resolution 3: Force the credentials renew in Veeam DB. Please follow this post: How to force the credentials renew in Veeam DB

Resolution 4: Run rescan on Repository by going to Backup Infrastructure.

Right-click on the storage and then Rescan.

Situation: The client has a problem to run Veeam backup with this Error: No authority could be contacted for authentication
Error: Storage ‘\10.0.0.178\qnapbackup\host02\SVR01 – Q Drive –
svr01\Agent Backup Q – SVR01D2021-07-10T230031_0020.vbk’ is closed. Failed to download disk.
Reconnectable protocol device was closed. Failed to upload disk. Agent failed to process method {DataTransfer.SyncDisk}.

Resolution 1: Make sure use the correct username to access backup storage, for example NAS\username.

Resolution 2: The client just join the NAS to their domain, they need to access the NAS using domainname\username.

Resolution 3: Force the credentials renew in Veeam DB. Please follow this post: How to force the credentials renew in Veeam DB

Resolution 4: Run rescan on Repository by going to Backup Infrastructure.

Right-click on the storage and then Rescan.

Situation: The client has a problem to run Veeam backup with this error:

Creating VSS snapshot Error: Failed to create snapshot: Backup job failed. Discovery phase failed.
Cannot start empty snapshot set. VSS error: VSS_E_SNAPSHOT_SET_IN_PROGRESS. Code:0x80042316
Error: Failed to create snapshot: Backup job failed. Discovery phase failed. Cannot start empty snapshot set.
VSS error: VSS_E_SNAPSHOT_SET_IN_PROGRESS. Code:0x80042316

Troubleshooting: 1. Based on Veeam website: This error is typically indicative of another VSS backup occurring on the guest.  This is usually due to multiple backup strategies running simultaneously that utilize VSS. Any utility to create a native backup of an application with a VSS writer may utilize that application’s writer to perform periodic backups.
 
To resolve, ensure that your disaster recovery processes do not overlap when run via their schedules.

2. Run vssadmin list writers to check any errors.

Situation: The client can’t run Chrome with this error: Aw, Snap! Something went wrong while displaying this webpage

Troubleshooting: In most cases, this is security software issue. For troubleshooting: run this edge://conflicts on the Edge browser or check the event viewer.

If it shows sysfer.dll 5A1ADC9695000 BR %systemroot%\system32\ sysfer.dll, it could be Symantec Endpoint problem. Install the latest version.

If it is atiacm64.dll, it could ne Radeon Settings: Desktop Control Panel Advanced Micro Devices, Inc. atiacm64.dll 5D781A1616c000 None %programfiles%\amd\cnext\cnext\ atiacm64.dll ( Shell extension )

If it is contextmenushim64.dll, it could Adobe Acrobat Context Menu Adobe Systems, Incorporated contextmenushim64.dll 5507CE7E289000 None c:\program files (x86)\adobe\acrobat 2015\acrobat elements\ contextmenushim64.dll ( Shell extension )

If it is winhafnt64.dll, it could be OCular Agent and developed by TEC Solutions Limited. according to the winhafnt64.dll

Situation: The client can’t run Microsoft Edge with this error: This page is having a problem.

Troubleshooting: In most cases, this is security software issue. For troubleshooting: run this edge://conflicts on the Edge browser or check the event viewer.

If it shows sysfer.dll 5A1ADC9695000 BR %systemroot%\system32\ sysfer.dll, it could be Symantec Endpoint problem. Install the latest version.

If it is atiacm64.dll, it could ne Radeon Settings: Desktop Control Panel Advanced Micro Devices, Inc. atiacm64.dll 5D781A1616c000 None %programfiles%\amd\cnext\cnext\ atiacm64.dll ( Shell extension )

If it is contextmenushim64.dll, it could Adobe Acrobat Context Menu Adobe Systems, Incorporated contextmenushim64.dll 5507CE7E289000 None c:\program files (x86)\adobe\acrobat 2015\acrobat elements\ contextmenushim64.dll ( Shell extension )

If it is winhafnt64.dll, it could be OCular Agent and developed by TEC Solutions Limited. according to the winhafnt64.dll

Situation: The client has been running a new Veeam backup version 11 for one week. Now, the Veeam Backup has this Error: The user name or password is incorrect. Failed to process [isFileExists].

Troubleshooting: When we test it by mapping the NAS share folder, we also get this message: This share requires the obsolete SMB1 protocol, which is unsafe and could expose your system to attack. Your system requires SMB2 or higher.

We fix the problem by increasing SMB version from SMB 1 to SMB 2 on QNAP NAS.

Situation: The client has a problem to run Veeam backup with this error: “The user name or password is incorrect”

Resolution 1: Make sure use the correct username to access backup storage, for example NAS\username.

Resolution 2: The client just join the NAS to their domain, they need to access the NAS using domainname\username.

Resolution 3: Force the credentials renew in Veeam DB. Please follow this post: How to force the credentials renew in Veeam DB

Resolution 4: Run rescan on Repository by going to Backup Infrastructure.

Resolution 5: Remove the Backup reposition you don’t use it. 

Situation: The client reports two servers on their Hyper-V Host have a problem. Symptom: 1) The Veeam backup doesn’t work or backing up is every slow. 2) These servers are very slow. 3) We have a problem to access these two servers remotely. 4) Process in these two servers are very slow. Problem: there is a Windows update installed automatically and requires restart.

Troubleshooting: WE find the Host has Windows update installed and requires restart. Restating the Host fixes the problem.