3.9 Other Troubles

1. Windows cannot be started under the environment with Acronis True Image installed.

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Cause

When the old version of "Acronis True Image" is installed, sometimes this phenomenon will occur (sometimes also occur on Acronis True Image Lite).

[Resolution]

Update "Acronis True Image" to a version later than V9.0

2. Under the status that IME 2000/2002 (Office XP) is not displayed through the taskbar, IME cannot be used.

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Cause

This phenomenon might be caused due to trouble of IME.

[Resolution]

Save IME on the task tray.

3. It takes too long to start Management Console.

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Cause

If the Management Console has been connected to the Master Management Server, when the Management Console is started, it will be connected with Management Servers under the Master Management Server and collects information.

However, when communication is not performed with the Management Server due to some reasons, the connection will continue until timeout.

This phenomenon will occur when the Management Server cannot be connected due to the following reasons.

Management server is not started.
Although the Management Server has been started, the communication between Master Management Server and Management Server encountered problem.

[Resolution]

Confirm if the Management Server under the Master Management Server runs normally.
If OS has been started normally
If the service of Systemwalker Desktop Keeper is started
Use the commands such as ping to confirm if the network environment between the Master Management Server and Management Servers has problem.

[Resolution]

Start the Management Server.
Keep the connection between the Master Management Server and Management Server on.

4. When the USB memory, external HDD with USB connection are shared on network, no USB device can be accessed from other PCs and error message is displayed.

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Error message

"Memory area required for this processing cannot be ensured on the server"

Cause

Stack space insufficiency of IRP occurs.
Not only Systemwalker Desktop Keeper, but also all products that have filter disk use the Stack space of IRP. When viewing the shared folders of USB media, this space will also be used. Due to space insufficiency, the shared folders cannot be accessed from other PC.

[Resolution]

Expand the Stack space of IRP in the registry editor.
Refer to the following for the method of modification.

http://support.microsoft.com/kb/177078/en-us/

5. Run-time error occurs many times in Windows Vista(R).

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Error message

One of the following error messages will be displayed.

1st information

"Runtime Error!
Program:C:\Windows\system32\fsw21ej4.exe
R6034
An Application has made an attempt to load the C runtime library incollectly.
Contract the application's support team for more information."

2nd information

"Runtime Error!
Program:C:\Windows\system32\fsw11ej8.exe
R6034
An Application has made an attempt to load the C runtime library incollectly.
Contract the application's support team for more information."

Cause

In system32 folder, the copied file of MSVCR80.DLL exists (under normal conditions, MSVCR80.DLL is installed to other folders by the method of side by side).
Systemwalker Desktop Keeper encounters timeout error because it has to refer to the MSVCR80.DLL file in the system32 folder.

[Resolution]

After modifying the name of the MSVCR80.DLL file under system32, confirm if Systemwalker Desktop Keeper runs normally.

6. Application error occurred in fsw11ej9.exe.

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Error message

The following event logs will be displayed.

"Error occurred in application fsw11ej9.exe, version 2.5.0.1.
Error module ntdll.dll, version 5.2.3790.3959, error address 0x0004afb2"

Cause

The following OS errors

Windows(R) XP
Windows Server(R) 2003

[Resolution]

Apply the following patch.
http://support.microsoft.com/kb/950094/en-us

7. When co-existing with Symantec LiveState Recovery 6.0 (backup software), sometime blue screen appears. (STOP CODE: 0x24)

8. When B's Clip 4.0 (CD burning software) exists at the same time, sometimes blue screen appears.

7. Sometimes printing is not possible through Acrobat X.

8. After version upgrade of Management Server/Master Management Server, the error event log "Failed to access to level control service." is output.

Error Message

The following event log will be displayed on Management Server/Master Management Server.

Source: SWDTK_LC
Event ID: 3401
Type: Error
Content: Failed to access to level control service. (Physical node=%1 Result Code=%2 Response Code=%3 Response Details=%4)
      %1:   Physical node ID of access target
      %2:   Result code of access to level control service
      %3:   Response code of access to level control service
      %4:   Response details of access to level control service

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Cause

When the processing of operation (backup, restore and data transfer .etc) that stops the level control service overlaps with the aggregation processing of status window required for startup of level control service, this error may occur.

For example, when upgrading the version from V14.0.1 or earlier, aggregation processing of status window will run at 1:00. Therefore, if backup and restoration or data transfer is scheduled to run at the same time frame, error may occur.

[Resolution]

Confirm whether the aggregation processing of status window overlaps with the operation (backup, restore and data transfer .etc) that stops the level control service. If the processing overlaps, modify the schedule of operation that stops the level control service, or modify the aggregation schedule of status window. For how to modify, refer to "Prepare for Using Status Window" of Systemwalker Desktop Keeper User's Guide for Administrator.

9. After the installation of Management Server/Master Management Server, the error event log "Settings relating to status are not initialized or have been damaged. Please login to Web Console first. Or, execute the settings relating to status again." is output.

Error Message

The following event log will be displayed on Management Server/Master Management Server.

Source: SWDTK_LC
Event ID: 3403
Type: Error
Content: Settings relating to status are not initialized or have been damaged. Login to Web Console first. 
      Or, execute the settings relating to status again.
      *In case of V14.1.0, it will become "Settings relating to status have been damaged. Execute settings relating to status again.".

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Cause

After the installation of Management Server/Master Management Server, when you never logged in to Web console, this error may occur.

[Resolution]

Login to Web Console and display the status window. For how to login to Web Console, refer to "Display Status Window" of Systemwalker Desktop Keeper User's Guide for Administrator.

10. In version upgrade of Management Server/Master Management Server, or after uninstallation of Log Analyzer Server, the error event log "Failed to access to Log Analyzer Server database during batch processing of linkage with all-in-one PC" is output.

Error Message

The following event log will be displayed on Management Server/Master Management Server.

Source: SWDTK_PB
Event ID: 3421
Type: Error
Content: Failed to access to Log Analyzer Server database during batch processing of linkage with all-in-one PC
      (Server IP address=%1 Result Code=%2 Result message=%3 Result details=%4)
      %1:   IP address of Log Analyzer Server to be connected
      %2:   Result code of access to database
      %3:   Result message of access to database
      %4:   Result details of access to database

Target Version/Edition

BE V12.0L10	BE V12.0L20	BE V13.0.0	BE V13.2.0		BE V13.3.0	V14.0.0/V14.0.1
	SE V12.0L20	SE V13.0.0	SE V13.2.0	SE V13.2.1	SE V13.3.0	V14.1.0
V14.2.0

Cause

It may be the following causes.

In the environment in which Log Analyzer is used, when upgrading the version of Log Analyzer Server after the version upgrade of Management Server/Master Management Server, this error may occur.
When the Log Analyzer Server information on Management Server/Master Management Server is not deleted during uninstallation of Log Analyzer, this error may occur.

[Resolution]

Execute the following resolution.

During version upgrade of Systemwalker Desktop Keeper, upgrade the version of Log Analyzer Server.
When uninstalling Log Analyzer, delete the Log Analyzer information on Management Server/Master Management Server. For how to delete, refer to "Uninstall Log Analyzer Server" of Systemwalker Desktop Keeper Installation Guide.