FTP Backup

Help - CB
1

I am unable to backup files to an ftp server. I keep getting the following error. I am trying to backup up to a CBU file to a dedicated ftp server.

I have tried all other types as well and keep getting the error.

Backup failed with code 83 (Internal error).

2

Please go to Windows menu → Run → type %TEMP%\ComodoLogsFolder → hit Enter, collect the cbu.exe.log and cbu.exe.logold.log and post them for analysis so we can determine the exact cause of the issue.

Thanks

3

Thank you here are the logs.

[attachment deleted by admin]

4

The logs have information only from 16.Nov.2011 20:21:27:291 onward with no mention of code 83.
They get overwritten so they don’t use too much disk space.
Can you please reproduce the error and then post them again?

Thanks

5

Here are all the logs that changed. logold.log did not change

[attachment deleted by admin]

6

Thank you for the logs. We found a potential cause of the issue.
Please use this executable https://server.backup.comodo.com/json/direct/default/GUI_new.exe?key=777e68d6-06b5-4654-b4d3-45901f953a72
You can place it in your installation folder.

7

Just replace the CBU.exe file with this new one?

8

also can you post it as a txt and I will just change it to a exe…IE is blocking it.

9

Extension changed to txt.
https://server.backup.comodo.com/json/direct/default/GUI_new.txt?key=b5cf431d-0b8b-43da-99d6-62801cc37561
There’s no need to replace the original CBU, you just place it in the installation folder, then run it.

Thanks

10

OK now the client just locks up when I try to do a backup. I don’t see anything in the event logs, etc.

11

Here are the log files after comodo completely locks up.

[attachment deleted by admin]

12

Sorry I also missed this in the windows eventlog

Log Name: Application
Source: Application Error
Date: 12/9/2011 7:57:38 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Pavilion-DV8
Description:
Faulting application name: CBU.exe, version: 1.0.0.471, time stamp: 0x4ed61cda
Faulting module name: ntdll.dll, version: 6.1.7601.17514, time stamp: 0x4ce7c8f9
Exception code: 0xc0000374
Fault offset: 0x00000000000c40f2
Faulting process id: 0x638
Faulting application start time: 0x01ccb6dc80169b36
Faulting application path: C:\Program Files\COMODO\COMODO BackUp\CBU.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 55ba75a0-22d2-11e1-933b-00269e831c4e
Event Xml:



1000
2
100
0x80000000000000

35587
Application
Pavilion-DV8



CBU.exe
1.0.0.471
4ed61cda
ntdll.dll
6.1.7601.17514
4ce7c8f9
c0000374
00000000000c40f2
638
01ccb6dc80169b36
C:\Program Files\COMODO\COMODO BackUp\CBU.exe
C:\Windows\SYSTEM32\ntdll.dll
55ba75a0-22d2-11e1-933b-00269e831c4e

13

We need a dump file to determine the cause of this.
When the program stops responding, please go to Task Manager → Processes → right click → choose create dump file → compress it → upload it to https://ccloud.com (you can create a free account) → Share it → post the download link.

Thanks

14

Here is the link to the dump files.

https://server.backup.comodo.com/json/direct/default/DUMP%20Files.zip?key=c1f06e8b-15f6-4dfb-9206-ce60c091dab7

Thanks for the help!

15

Hi

The program should work fine with this exe
https://server.backup.comodo.com/json/direct/default/GUI_new2.txt?key=2605aa90-8110-4ed9-9194-575712087a06

Thanks

16

On a side note is the ftp upload a persistent type of connection? If my connection is interrupted or if my machine goes offline does it pickup where it left off on the backup? I will try the new EXE tonight

17

Yes, the connection should be maintained.
If the machine goes offline or the connection is lost, CBU will try to reconnect 60 times, every 60 seconds. If it still can’t connect, the backup will fail.

As a side note: when the connection fails, the backup will split. So if during a backup, if the connection is lost 2 times you will get 3 splits.

Thanks

18

Same issue with the new exe. Here are the new dump files.

https://server.backup.comodo.com/json/direct/default/CBU%20(2).zip?key=0700e3aa-c393-4960-8874-4b0eb9713d95

19

Hi

I created a new executable with some more debug information, to help us find the cause.
Unfortunately, the previous one didn’t help us much.

https://server.backup.comodo.com/json/direct/default/GUI_ftp_issue.txt?key=89db906e-1fc4-47c0-9ca6-b2dd7e3c5c7d

Please try this one and post with the dump file the debug logs.
To get the debug files, go to windows menu → run → type “%TEMP%\ComodoLogsFolder” and hit Enter then compress this entire folder.

Thanks

20

Sorry can you repost that exe?