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Backups won't open, now file conflicts, MS can't fix it, could it be a hardware issue? MS case #1099866180 RRS feed

  • Question

  • I can't open any of my back ups. I doesn't matter which backup I try to open or restore or from which computer I try to do it from. I always get the 81% complete, and then "can not mount the back up" error.

    MS techs have been working on the problem for about 2 weeks.

    At their suggestion, I tried installling an additional hard disk in the WHS machine and running the clientrestorewizard.exe directly to the new internal disk mounted within the WHS machine. I got the following error messages.

         Restore Error
         I/O error reading clusters 0 through 0 on the server
         Do you want to continue yes/no.

    If I click yes. I get the same, just incrementing the cluster number.

         Restore Error
         I/O error reading clusters 1 through 1 on the server
         Do you want to continue yes/no.

    When I finally clicked "no".

    I got a "Network Error", error message. How can that be? I am not restoring over a network. Just to a locally installed hard disk within the WHS machine.

    And just today, I recieved a file conflict error. The reason

         "The request could not be performed because of a I/O device error"

    But all of my hard drives show as healthy.

    Could it be my Promise SATA TX4 300 controller card is failing?

    I used to love WHS, but now I am loosing faith. I can't restore a failed hard drive on a client computer, and now my files are becoming corrupted?

    Any suggestions? The fact that MS can't fix it, leads me to believe that maybe this is a hardware issue.

    Hardware
    Asus P4P800, P4 2.4, Promise SATA 300 TX4 controller card
    System drive is a WD320gb drive that was put in on a re-install of the OS after the previous Seagate 500gb drive failed.
    There are 4 storage disks mounted to the TX4, 3 x 1TB seagates and 1 x 500gb Seagate.
    Client computers are a mix of WinXP 32 and Vista32
    • Edited by John_Dumke Wednesday, May 6, 2009 7:13 AM
    Wednesday, May 6, 2009 6:55 AM

Answers

  • Brubber, Ken & Lara - Thanks for the suggestions. This weekend I pulled all of the data off the WHS machine and did a fresh install of  WHS. Everything seems to be working fine. I backed up both a VISTA and a XP machine, and both backups open up. So the problem of not being able to open backups is gone.

    No idea what caused the problem ("can not mount drive"). I should have just come here in the first place.

    I will however, run some diagnostics on the disk that gave me a few errors. I am sure Seagate has some type of downloadable program for checking their disks. And then RMA it if it doesn't check out.

    Fortunately, I was able to recover the data from the crashed drive. It was $800 dollars, but this is a drop in the bucket for the amount of work that was saved.

    Thansk, John

    Monday, May 11, 2009 6:26 AM
  • Surprisingly, the disk checked out.

    I downloaded Seatools, Seagates diagnostic tools, ran every test short and long, about 5 tests in all. And the drive passed. Very strange.

    Just got an e-mail from MS paid support. They are still working on it 3 weeks later.

    Hi John,

    The developer has analyzed the database and it was not recoverable. He stated that the hard errors on the disk more than likely made it impossible to recover the database.

    Your bug has not been assigned back to me to close. Once it is, I will follow up with you via Connect.

    Thanks!
    Lara Jones [MSFT] | Program Manager
    Community Support and Beta | Windows Home Server Team
    Windows Home Server Team Blog
    Connect Windows Home Server
    Windows Home Server
    Tuesday, May 12, 2009 5:32 PM
    Moderator

All replies

  • How did you get in touch with MS? General support or through Windows Home Server Connect Feedback? If it's the latter, this probably the best support you can get.

    Concerning your problem it could well be there are multiple issues. My guess is that a hardware or driver problem corrupted the backup database. It could also be the backup database problem was a result from the first drive failure / reinstall process.

    Things you can do right now:

    1. Run chkdsk on all drives in your server:

    Logon to your server desktop, open command shell ("DOS" window), then run the following commands.

    chkdsk D: /f /r 
    chkdsk C:\fs\X /f /r where X is drive assignment (number, letter or combination) for mounted volume (find from windows explorer or from dir command from c:\fs in command shell)
    chkdsk C: /f /r

    System may ask you if it's OK to dismount the volume or to run chkdsk at next boot. In both instances answer Y

    2. Try and get the latest drivers for your SATA controller

    Wednesday, May 6, 2009 9:51 AM
    Moderator
  • Brubber,

    Thanks. I have been working with Paid support through WHS team $79 per incident, and have been going around with them for about 2 weeks. I will submit this to Windows Home Server Connect Feedback as well. Thanks for the recommendation.

    I did run chkdsk D:/f/r below are the results.


    I also ran chkdsk C:/f/r but did not see any results after the restart.

    Regarding chkdsk C:\fs\X/F/r  - I think I get the basics. I need to find out what the Real drive letter /name is, obviously not D:

    But at the command prompt the suggested command didn't work? Am I typing it in wrong?


    C:\>c:\fs
    'c:\fs' is not recognized as an internal or external command, operable program or batch file.

    2. I did double check the drivers for the Promise SATA300 TX4. The drivers were the latest. I even tried to re-install the drivers, but after pointing the driver update routine at a usb drive with the drivers on it. Windows came back and said that they could not find a better one. Which I assumed to mean that the drivers on the USB drive were just the same drivers.

    Thanks in advance for the ideas.

    C:\>chkdsk D:/f/r
    The type of the file system is NTFS.

    Chkdsk cannot run because the volume is in use by another process.  Chkdsk may run if this volume is dismounted first.
    ALL OPENED HANDLES TO THIS VOLUME WOULD THEN BE INVALID.
    Would you like to force a dismount on this volume? (Y/N) y Volume dismounted.  All opened handles to this volume are now invalid.
    Volume label is DATA.

    CHKDSK is verifying files (stage 1 of 5)...
    249824 file records processed.
    File verification completed.
    17 large file records processed.
    0 bad file records processed.
    0 EA records processed.
    233420 reparse records processed.
    CHKDSK is verifying indexes (stage 2 of 5)...
    894426 index entries processed.
    Index verification completed.
    5 unindexed files processed.
    CHKDSK is verifying security descriptors (stage 3 of 5)...
    249824 security descriptors processed.
    Security descriptor verification completed.
    16297 data files processed.
    CHKDSK is verifying Usn Journal...
    37373744 USN bytes processed.
    Usn Journal verification completed.
    CHKDSK is verifying file data (stage 4 of 5)...
    249808 files processed.
    File data verification completed.
    CHKDSK is verifying free space (stage 5 of 5)...
    72751142 free clusters processed.
    Free space verification is complete.

     291595814 KB total disk space.
        138500 KB in 233481 files.
         91156 KB in 16298 indexes.
             0 KB in bad sectors.
        361590 KB in use by the system.
         65536 KB occupied by the log file.
     291004568 KB available on disk.

          4096 bytes in each allocation unit.
      72898953 total allocation units on disk.
      72751142 allocation units available on disk.

    • Edited by John_Dumke Wednesday, May 6, 2009 6:52 PM
    Wednesday, May 6, 2009 6:49 PM
  • Brubber,

    Thanks. I have been working with Paid support through WHS team $79 per incident, and have been going around with them for about 2 weeks. I will submit this to Windows Home Server Connect Feedback as well. Thanks for the recommendation.



    Regarding chkdsk C:\fs\X/F/r  - I think I get the basics. I need to find out what the Real drive letter /name is, obviously not D:

     


    Hi,

    Please run the following cmd on the server:

    for  /d  %1  in  (c:\fs\*)  do  chkdsk  /x  /r  %1

    This will check all the drives in the storage pool.

    Thank you


    Lara Jones [MSFT] | Program Manager
    Community Support and Beta | Windows Home Server Team
    Windows Home Server Team Blog
    Connect Windows Home Server
    Windows Home Server
    Wednesday, May 6, 2009 7:19 PM
    Moderator
  • Brubber,

    Thanks. I have been working with Paid support through WHS team $79 per incident, and have been going around with them for about 2 weeks. I will submit this to Windows Home Server Connect Feedback as well. Thanks for the recommendation.

    I did run chkdsk D:/f/r below are the results.


    I also ran chkdsk C:/f/r but did not see any results after the restart.

    Regarding chkdsk C:\fs\X/F/r  - I think I get the basics. I need to find out what the Real drive letter /name is, obviously not D:

    But at the command prompt the suggested command didn't work? Am I typing it in wrong?


    C:\>c:\fs
    'c:\fs' is not recognized as an internal or external command, operable program or batch file.

     


    Just wanted to make sure you got support from the WHS team, which apparently you already did. It won't get any better.

    Concerning chkdsk on the other data disks  (the ones mounted in C:\fs) Seems you forgot the chkdsk at the beginning of the command prompt and also the driveletter at the end. The suggestion of Lara will will check all disks mounted in C:\fs. You can also use the method in the FAQ How to check all the drives in your server for errors

    Alternatively you can do this manually for each of your data disks using the command I suggested, obviously replacing X with the appropriate drive letters. To find X open explorer window on your homeserver, then browse to C:\fs\. You will find the drive letters overthere, for example "T" or "4" or "1V".

    For "T" the command should be chkdsk C:\fs\T /f /r

    If you want to see the log for chkdsk on c:

    1. Logon to your homeserver desktop
    2. Start, run, type eventvwr.msc and hit enter
    3. In the application evenlog look for an entry named "winlogon" around the time you executed the chkdsk. Double click to get see the results of the chkdsk.

     

    Thursday, May 7, 2009 5:28 AM
    Moderator
  • Thanks Lara & Brubber,

    Wow, that took a long time, about 20 hours.

    There was an error with the 3rd disk. Does this disk need to be replaced? Do I just watch it, to see if it gets worse?

    The disk is a 3 month old 1TB Seagate NS enterprise drive. Would this be the third disk that shows up attached to the SATA controller? Should I RMA it through Seagate?

    I think this issue is separate from not being able to restore or open back ups. The data that was lost on a client computer (ACT! database - very importantant), I am being told was recovered from my failed hard drive. If I get this data back, I will do a complete new install of WHS.

    Below is the results of the chkdsk.

    Thanks again.

    C:\>
    C:\>for  /d  %1  in  (c:\fs\*)  do  chkdsk  /x  /r  %1

    C:\>chkdsk  /x  /r  c:\fs\H
    The type of the file system is NTFS.
    Volume dismounted.  All opened handles to this volume are now invalid.
    Volume label is DATA.

    CHKDSK is verifying files (stage 1 of 5)...
    191568 file records processed.
    File verification completed.
    33 large file records processed.
    0 bad file records processed.
    0 EA records processed.
    0 reparse records processed.
    CHKDSK is verifying indexes (stage 2 of 5)...
    664122 index entries processed.
    Index verification completed.
    5 unindexed files processed.
    CHKDSK is verifying security descriptors (stage 3 of 5)...
    191568 security descriptors processed.
    Security descriptor verification completed.
    7768 data files processed.
    CHKDSK is verifying file data (stage 4 of 5)...
    191552 files processed.
    File data verification completed.
    CHKDSK is verifying free space (stage 5 of 5)...
    5369124 free clusters processed.
    Free space verification is complete.

     976751968 KB total disk space.
     954932700 KB in 183719 files.
        55372 KB in 7770 indexes.
            0 KB in bad sectors.
       287400 KB in use by the system.
        65536 KB occupied by the log file.
     21476496 KB available on disk.

         4096 bytes in each allocation unit.
     244187992 total allocation units on disk.
      5369124 allocation units available on disk.

    C:\>chkdsk  /x  /r  c:\fs\O
    The type of the file system is NTFS.
    Volume label is DATA.

    CHKDSK is verifying files (stage 1 of 5)...
    149680 file records processed.
    File verification completed.
    94 large file records processed.
    0 bad file records processed.
    0 EA records processed.
    0 reparse records processed.
    CHKDSK is verifying indexes (stage 2 of 5)...
    545560 index entries processed.
    Index verification completed.
    5 unindexed files processed.
    CHKDSK is verifying security descriptors (stage 3 of 5)...
    149680 security descriptors processed.
    Security descriptor verification completed.
    13294 data files processed.
    CHKDSK is verifying file data (stage 4 of 5)...
    149664 files processed.
    File data verification completed.
    CHKDSK is verifying free space (stage 5 of 5)...
    74128280 free clusters processed.
    Free space verification is complete.

     976751968 KB total disk space.
     679930388 KB in 136237 files.
        62948 KB in 13296 indexes.
            0 KB in bad sectors.
       245512 KB in use by the system.
        65536 KB occupied by the log file.
     296513120 KB available on disk.

         4096 bytes in each allocation unit.
     244187992 total allocation units on disk.
     74128280 allocation units available on disk.

    C:\>chkdsk  /x  /r  c:\fs\S
    The type of the file system is NTFS.
    Volume label is DATA.

    CHKDSK is verifying files (stage 1 of 5)...
     2 percent complete. (29780 of 148896 file records processed)
    File record segment 32556 is unreadable.
    File record segment 32557 is unreadable.
    File record segment 32558 is unreadable.
    File record segment 32559 is unreadable.
    148896 file records processed.
    File verification completed.
    16 large file records processed.
    4 bad file records processed.
    0 EA records processed.
    0 reparse records processed.
    CHKDSK is verifying indexes (stage 2 of 5)...
    12 percent complete. (381537 of 542815 index entries processed)
    Deleting index entry This Fire.mp3 in index $I30 of file 32551.
    Deleting index entry THISFI~1.MP3 in index $I30 of file 32551.
    542815 index entries processed.
    Index verification completed.
    CHKDSK is recovering lost files.
    9 unindexed files processed.
    CHKDSK is verifying security descriptors (stage 3 of 5)...
    148896 security descriptors processed.
    Security descriptor verification completed.
    13245 data files processed.
    CHKDSK is verifying file data (stage 4 of 5)...
    148880 files processed.
    File data verification completed.
    CHKDSK is verifying free space (stage 5 of 5)...
    59894989 free clusters processed.
    Free space verification is complete.
    Adding 1 bad clusters to the Bad Clusters File.
    Correcting errors in the master file table's (MFT) DATA attribute.
    CHKDSK discovered free space marked as allocated in the
    master file table (MFT) bitmap.
    Correcting errors in the Volume Bitmap.
    Windows has made corrections to the file system.

     976751968 KB total disk space.
     736864400 KB in 135050 files.
        62900 KB in 13247 indexes.
            4 KB in bad sectors.
       244708 KB in use by the system.
        65536 KB occupied by the log file.
     239579956 KB available on disk.

         4096 bytes in each allocation unit.
     244187992 total allocation units on disk.
     59894989 allocation units available on disk.

    C:\>chkdsk  /x  /r  c:\fs\V
    The type of the file system is NTFS.
    Volume label is DATA.

    CHKDSK is verifying files (stage 1 of 5)...
    13392 file records processed.
    File verification completed.
    137 large file records processed.
    0 bad file records processed.
    0 EA records processed.
    0 reparse records processed.
    CHKDSK is verifying indexes (stage 2 of 5)...
    50784 index entries processed.
    Index verification completed.
    5 unindexed files processed.
    CHKDSK is verifying security descriptors (stage 3 of 5)...
    13392 security descriptors processed.
    Security descriptor verification completed.
    2126 data files processed.
    CHKDSK is verifying file data (stage 4 of 5)...
    13376 files processed.
    File data verification completed.
    CHKDSK is verifying free space (stage 5 of 5)...
    78356024 free clusters processed.
    Free space verification is complete.

     488375968 KB total disk space.
     174853192 KB in 11070 files.
         4412 KB in 2128 indexes.
            0 KB in bad sectors.
        94268 KB in use by the system.
        65536 KB occupied by the log file.
     313424096 KB available on disk.

         4096 bytes in each allocation unit.
     122093992 total allocation units on disk.
     78356024 allocation units available on disk.

    C:\>

    Thursday, May 7, 2009 4:37 PM
  • Wow, that took a long time, about 20 hours.

    There was an error with the 3rd disk. Does this disk need to be replaced? Do I just watch it, to see if it gets worse?

    The disk is a 3 month old 1TB Seagate NS enterprise drive. Would this be the third disk that shows up attached to the SATA controller? Should I RMA it through Seagate?

    I think this issue is separate from not being able to restore or open back ups. The data that was lost on a client computer (ACT! database - very importantant), I am being told was recovered from my failed hard drive. If I get this data back, I will do a complete new install of WHS.


    I would plan on replacing the disk; you will note that the third drive checked had bad clusters detected.

    Now that you've run chkdsk on all your drives, you could try opening a backup again. File system errors can prevent successful opening of a backup even if the backup database isn't involved in the errors.

    I'm not on the WHS team, I just post a lot. :)
    Thursday, May 7, 2009 4:52 PM
    Moderator
  • Unfortunately, still none of the back ups open. I still get "Can not mount disk" at 81%. I suspected opening backups wouldn work, since this file conflict showed up after the "Can not mount disk".

    I think I will just pull off all of the data off the WHS machine, and do a complete new install.

    Is is best to get the latest version of WHS from the web or use my original disks?

    Thursday, May 7, 2009 8:52 PM
  • Unfortunately, still none of the back ups open. I still get "Can not mount disk" at 81%. I suspected opening backups wouldn work, since this file conflict showed up after the "Can not mount disk".

    I think I will just pull off all of the data off the WHS machine, and do a complete new install.

    Is is best to get the latest version of WHS from the web or use my original disks?


    The version on the web is the evaluation copy. If you have a full copy, you should use your DVD. You cannot use an eval copy with a full license because of the timebomb in the eval.

    Your bug is currently with the backup developers. I just told them you were getting ready to wipe the system.  I don't know if they have had a chance to look at your backup database yet since  I only assigned the bug to them this morning.  You may want to wait just a little longer and see what they have to say.

    Thanks.
    Lara Jones [MSFT] | Program Manager
    Community Support and Beta | Windows Home Server Team
    Windows Home Server Team Blog
    Connect Windows Home Server
    Windows Home Server
    Thursday, May 7, 2009 9:02 PM
    Moderator
  • Wow, that took a long time, about 20 hours.

    There was an error with the 3rd disk. Does this disk need to be replaced? Do I just watch it, to see if it gets worse?

    The disk is a 3 month old 1TB Seagate NS enterprise drive. Would this be the third disk that shows up attached to the SATA controller? Should I RMA it through Seagate?

    I think this issue is separate from not being able to restore or open back ups. The data that was lost on a client computer (ACT! database - very importantant), I am being told was recovered from my failed hard drive. If I get this data back, I will do a complete new install of WHS.


    I would plan on replacing the disk; you will note that the third drive checked had bad clusters detected.

    Now that you've run chkdsk on all your drives, you could try opening a backup again. File system errors can prevent successful opening of a backup even if the backup database isn't involved in the errors.

    I'm not on the WHS team, I just post a lot. :)

    Did you also run the chkdsk on C partition?

    I 'm a bit surprised (paid) support didn't ask you to run chkdsk on all drives to begin with.

    Concerning replacement of the drive, that's a difficult question. Personally I would keep it and run regular chkdsk on ALL partitions. The errors you find don't necessarily mean the disk itself is going bad, could also be some other issue.

    Also I would advise you to wait for response from Lara / backup developers before doing a new install.
    Friday, May 8, 2009 3:24 PM
    Moderator
  • Brubber & Lara,

    Thanks

    Regarding running the check disk on C partition. I did do this, but was unable to see the results. You had suggested this up front.

    When tech support started helping me with this issue about 2.5 weeks ago, file conflicts had not show up until just a couple of days ago. Running chkdsk fixed the previous. 4 file conflicts ("The request could not be performed because of a I/O device error"). 

    Now I only have 1 file conflict (The group or resource is not in the correct state to perform the requested operation).

    It sounds like I should re-run chkdsk C:\fs\T /f /r ?

    I will use the link above to check the C partition to see the results and wait for a response from Lara.

    Thanks, John

    Friday, May 8, 2009 4:00 PM
  • I would re-run chkdsk on all disks
    Friday, May 8, 2009 4:13 PM
    Moderator
  • Brubber, Ken & Lara - Thanks for the suggestions. This weekend I pulled all of the data off the WHS machine and did a fresh install of  WHS. Everything seems to be working fine. I backed up both a VISTA and a XP machine, and both backups open up. So the problem of not being able to open backups is gone.

    No idea what caused the problem ("can not mount drive"). I should have just come here in the first place.

    I will however, run some diagnostics on the disk that gave me a few errors. I am sure Seagate has some type of downloadable program for checking their disks. And then RMA it if it doesn't check out.

    Fortunately, I was able to recover the data from the crashed drive. It was $800 dollars, but this is a drop in the bucket for the amount of work that was saved.

    Thansk, John

    Monday, May 11, 2009 6:26 AM
  • ...
    I will however, run some diagnostics on the disk that gave me a few errors. I am sure Seagate has some type of downloadable program for checking their disks. And then RMA it if it doesn't check out.
    ...

    If any bad blocks are reported, RMA the disk. If it's new enough that an RMA is an option, it's new enough that it shouldn't have any bad blocks. :)
    I'm not on the WHS team, I just post a lot. :)
    Monday, May 11, 2009 4:25 PM
    Moderator
  • Surprisingly, the disk checked out.

    I downloaded Seatools, Seagates diagnostic tools, ran every test short and long, about 5 tests in all. And the drive passed. Very strange.

    Just got an e-mail from MS paid support. They are still working on it 3 weeks later.
    Tuesday, May 12, 2009 4:34 PM
  • Surprisingly, the disk checked out.

    I downloaded Seatools, Seagates diagnostic tools, ran every test short and long, about 5 tests in all. And the drive passed. Very strange.

    Just got an e-mail from MS paid support. They are still working on it 3 weeks later.

    Hi John,

    The developer has analyzed the database and it was not recoverable. He stated that the hard errors on the disk more than likely made it impossible to recover the database.

    Your bug has not been assigned back to me to close. Once it is, I will follow up with you via Connect.

    Thanks!
    Lara Jones [MSFT] | Program Manager
    Community Support and Beta | Windows Home Server Team
    Windows Home Server Team Blog
    Connect Windows Home Server
    Windows Home Server
    Tuesday, May 12, 2009 5:32 PM
    Moderator