What is the undocumented error code 9 ?

I’m running newly updated and repaired (through CB setup) CB 4.3, on Windows 7 (with all current MS updates).

A CB synchronizing operation “failed with code 9.”

Code 9 is not listed in Comodo Help.

The “CB Diagnostics Report” file shows no problems.

How do I identify and resolve the cause of this error?

Created a temporary folder holding three small text files, and backed it up without error.

Removed one file from the source folder and tried to synchronize it with Online Storage. That operation “failed with code 9.”

Attempted to restore the folder. That “Operation failed with status 9.”

Hi,

Error 9 is an internal error. Please collect the debug logs to determine the cause of it.

Thanks

Emanuel,

Thank you for the reply.

Here are the results.

Ran C:\Program Files\COMODO\COMODO Backup\dbginfo.bat

C:\Program Files\COMODO\COMODO Backup\CBU.exe reported:
“This file does not have a program associated with it for performing this action. Please install a program or, if one is already installed, create an association in the Default Programs control panel.”

How do I install the debug program?

Background:

I am a new Comodo customer who installed the indicated software with no errors.

Initial backups and restores within the free 5GB space went fast and well. After purchasing 250GB of Online Storage, many different error codes and frozen backups were encountered. I tried opening a ticket online and was told to contact “Geek Buddy”. I did that, spending hours, and the CB software that had just been installed was upgraded to avoid known issues. Following the upgrade, the frozen backups continued, as did the code 9’s - with the other error codes no longer seen. During the frozen backups I observed, in the Online Storage, a small number of directories being created, removed, created, removed, over and over again. And as noted, synchronizations stopped working.

The “CB Diagnostics Report” file shows no problems.

Another oddity: Following the CB update my Online Storage was found to be empty. Upon investigation, the earlier backups were found at “https://old.ccloud.com/”. I was told that their migration back to Online Storage might take weeks, and instructed to run my backups again using the newly updated software. Days later an empty “OldCCloudData” appeared in Online Storage, that is still empty today.

Uninstalled all Comodo backup software. Reinstalled… Same results e.g. dbginfo.bat fails as noted above.

Hi,

I need a screenshot with this error. This is the first time such error is mentioned and I’m not sure what is causing it.

What is your username? I can check to see what is the progress of the migration.

Thanks

The error text was listed above as:

C:\Program Files\COMODO\COMODO Backup\CBU.exe reported:
“This file does not have a program associated with it for performing this action. Please install a program or, if one is already installed, create an association in the Default Programs control panel.”

To avoid that error, the missing dbginfo.bat instruction was that it needed to be run as admin…

Right-click; Run As Administrator:
C:\Program Files\COMODO\COMODO Backup\dbginfo.bat

I will review the resulting logs.

Re the old.ccloud files, they finally showed up in my Online Storage.

It looks like something from the Comodo-end is modifying my account configuration and its resources, as I’m trying to work with backups and troubleshoot.

I duplicated the errors and ran dbginfo.bat…

CBU.exe.logold

[21.11.2013 09:53:23:908|Th000016f0|LN005842|PerformSimpleCopyBackup] #> Initializing…

[21.11.2013 09:53:25:924|Th00001bc4|LN009075|ListThreadProcessRequest] List returned an item /test that is not in the listed path /testme
[21.11.2013 09:53:25:929|Th000016f0|LN008331|WaitForListProcessingThreads] Thread 12 error 9
[21.11.2013 09:53:25:930|Th000016f0|LN008331|WaitForListProcessingThreads] Thread 12 error 9
[21.11.2013 09:53:25:930|Th000016f0|LN009891|_internGetTreeForPreBackupNew] Get tree returned error 9
[21.11.2013 09:53:25:931|Th000016f0|LN010027|GetTreeForPreBackupNew] Gettree error 9
[21.11.2013 09:53:25:932|Th000016f0|LN006387|PerformSimpleCopyBackup] GetTreeForPreBackup failed because 9
[21.11.2013 09:53:25:932|Th000016f0|LN006388|PerformSimpleCopyBackup] #> Unable to collect source information!
[21.11.2013 09:53:26:093|Th000016f0|LN002195|PerformFileSystemRestore] PerformSimpleCopyBackup error 9
[21.11.2013 09:53:26:114|Th000016f0|LN003123|_BACKUP_RESTORE::StartRecovery] #> Recovery failed with code 9 (Internal error).
[21.11.2013 09:53:26:115|Th000016f0|LN003125|_BACKUP_RESTORE::StartRecovery] Recover process failed because 9
[21.11.2013 09:53:26:116|Th000016f0|LN000146|_BACKUP_RESTORE::GetTimeRemainingString] Unable to get time remaining!
[21.11.2013 09:53:26:116|Th000016f0|LN002018|COSProgressCallback] GetTimeRemainingString failed with apiStatus 9.
[21.11.2013 09:53:26:151|Th000016f0|LN003314|COSCopyToLocalTH] StartRecovery failed with retStatus 9.

Decided to try a different test, logged back in… and my Online Storage was empty?!

Created a small folder with three text files, backed it up to the empty Online Storage, started synchronization…

Windows returned “Comodo Backup has stopped working”. Ran dbginfo.bat that reported oddities such as:

[21.11.2013 16:48:08:619|Th000031a8|LN000846|GetFileNameString] Path /testme2/\testme2 contains '' and ‘/’ characters. This is not allowed!
[21.11.2013 16:48:08:620|Th000031a8|LN004250|GetUnprependedPath] GetFileNameString error 46
[21.11.2013 16:48:08:620|Th000031a8|LN000113|_internGetTreeItemByPath] No memory
[21.11.2013 16:48:08:620|Th000031a8|LN007156|CosCacheAdvancedSearch] _internGetTreeItemByPath /testme2/\testme2 error 3
[21.11.2013 16:48:08:621|Th000031a8|LN009251|ProcessQueuedReqTH] p_cos_advanced_search call failed with API_STATUS 3.
[21.11.2013 16:48:08:621|Th000031a8|LN009252|ProcessQueuedReqTH] #> advanced search call failed with error code 3.
[21.11.2013 16:48:08:622|Th000031a8|LN009260|ProcessQueuedReqTH] #> advanced search request failed with error code 3.

[21.11.2013 16:49:09:076|Th00003514|LN007156|CosCacheAdvancedSearch] _internGetTreeItemByPath \GhostBackups1c error 67
[21.11.2013 16:49:09:083|Th00003514|LN009251|ProcessQueuedReqTH] p_cos_advanced_search call failed with API_STATUS 67.
[21.11.2013 16:49:09:090|Th00003514|LN009252|ProcessQueuedReqTH] #> advanced search call failed with error code 67.
[21.11.2013 16:49:09:097|Th00003514|LN009260|ProcessQueuedReqTH] #> advanced search request failed with error code 67.

Created another small folder with three text files, started a backup that froze for too long.

Logged out/in, ran dbginfo.bat, and saw this…

COSService.exe

[21.11.2013 17:16:18:516|Th00004030|LN006499|SessionGetUserInformation] No subscription info!

Perhaps by tomorrow morning my data, which has disappeared twice now, will again be returned, along with my customer subscription.

Hi

Thank you for the logs. They are very helpful. We found the cause for path formed with both “/” and “\”. It’s fixed now.
I need to know if you have a 32 bit or a 64 bit operating system so I can provide the fix (if you want to try it).

Thanks

Hello Emanuel,

64-bit Windows 7, running 64-bit Comodo Backup.

Eric

Hi

Please replace COSService.exe and cos-core-lib.dll in “C:\Program Files\COMODO\Common” with the ones attached zip file and let me know if it works now.

Thanks

[attachment deleted by admin]

Will do. Thank you, Emanuel.

-Eric

Emanuel,

With the fix that you provided, the previously seen “path formed with both ‘/’ and ‘\’” error, copied here from my earlier post, is no longer seen.

[21.11.2013 16:48:08:619|Th000031a8|LN000846|GetFileNameString] Path /testme2/\testme2 contains '' and ‘/’ characters. This is not allowed!
[21.11.2013 16:48:08:620|Th000031a8|LN004250|GetUnprependedPath] GetFileNameString error 46

All attempted CB synchronizing operations are still showing “failed with code 9.”, but now with the following errors being logged:
COSService.exe

[25.11.2013 15:03:29:756|Th00004448|LN007156|CosCacheAdvancedSearch] _internGetTreeItemByPath \GhostBackups1c error 67
[25.11.2013 15:03:29:756|Th00004448|LN009251|ProcessQueuedReqTH] p_cos_advanced_search call failed with API_STATUS 67.
[25.11.2013 15:03:29:756|Th00004448|LN009252|ProcessQueuedReqTH] #> advanced search call failed with error code 67.
[25.11.2013 15:03:29:771|Th00004448|LN009260|ProcessQueuedReqTH] #> advanced search request failed with error code 67.

[25.11.2013 17:37:46:761|Th00004dd0|LN007156|CosCacheAdvancedSearch] _internGetTreeItemByPath \GhostBackups1c error 67
[25.11.2013 17:37:46:761|Th00004dd0|LN009251|ProcessQueuedReqTH] p_cos_advanced_search call failed with API_STATUS 67.
[25.11.2013 17:37:46:777|Th00004dd0|LN009252|ProcessQueuedReqTH] #> advanced search call failed with error code 67.
[25.11.2013 17:37:46:777|Th00004dd0|LN009260|ProcessQueuedReqTH] #> advanced search request failed with error code 67.

Searching online, Error 67 means that a file was not found. Above, no particular file is listed, and all of the files involved in the requested synchronization operation are accessible - both in Online Storage and on my laptop C: drive. Perhaps an internal representation of the path is missing/wrong in the version of the program that was downloaded for this exercise?

-Eric

With no replies, perhaps I am the only Comodo customer seeing this particular problem. I suspect that the errors now seen in my installation resulted from my beginning to use the product in the middle of Comodo’s conversion of Online Storage to include all the cloud services (CCloud, Comodo Online Storage and C-Drive) - that conversion even caught Comodo’s own support unaware. Thinking that perhaps there was an incorrect path somewhere in the Comodo configuration, I removed the CBU software and reinstalled it - that did not correct it. Perhaps the apparent path issue is embedded somewhere on the Online Storage, from where my data twice disappeared. How might I verify and/or rebuild that path and perhaps other configuration information, if it exists, in Online Storage?

I have opened a case with Comodo support, that has been escalated to the product developers.

Hi Eric,

I need the logs with error code 9.
You can either collect them using the standard procedure or manually search for it in C:\Users<YourUserName>\AppData\Local\Temp\ComodoLogsFolder and C:\Windows\Temp\ComodoLogsFolder

Thanks

Emanuel,

How do I get the log file archive to you?

Comodo support has had my log files for some time now on a supposedly escalated case, and I have not heard back. I have been trying to get my installed CB functional for two months, and support has not even replied to my last status request for the current week-old case.

EricS

This is what I’ve heard:

Our developers investigated the issue and they found the cause of the problem. The problem will be fixed in
the next release. They suggested that you set the destination of the sync process to an empty folder. The
problem can appear if the parent folder of the sync destination contains other items beside the synchronized
folder.

No release date was provided, and the proffered workaround is in effect to do only complete backups until the synchronization process is fixed. Note that all of my synchronization attempts fail, even where no parent folders [beyond the root of the file system] are involved.

Hi
You arent the only one getting Code 9 - I do too.

Small backup’s seem to occur OK but anything larger than 500mb fail. I either get a code 9 error or a code 33 – neither of which are documented.
I have the same system as yourself - 64-bit Windows 7, running 64-bit Comodo Backup
Very Frustrating and makes a nonsense of having a ‘backup’ facility!

Hi,

If the errors happen again please collect the debug logs

Thanks