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Dell Rapid Recovery Crashing HQServer.exe

Posted on by Microsoft Employee

Has anyone ran into this issue where Dell Rapid Recovery service crashes the HQServer.exe upon a client connecting to it HQ?

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dell Rapid Recovery Crashing HQServer.exe

    I'm not a SQL guy so please correct me if I'm wrong here Brian, aren't all Express versions preview versions? If I'm correct here then the SQL Express 2008 R2 Express your customer is attempting to use. Doesn't meet the system requirements for Rapid Recovery per the system requirements. SQL 2005 or higher I believe relates to standard, full or enterprise versions not express. They may want to check with Dell but that's my interpretation of the requirements. I may be wrong, it can happen :)

    documents.software.dell.com/.../rapid-recovery-agent-software-requirements

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dell Rapid Recovery Crashing HQServer.exe

    Thank you for checking in. Since our company only services RMS, I have to work with the IT guy for the company that is having the issue. I passed along the recommendations but have not received any word from them.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dell Rapid Recovery Crashing HQServer.exe

    Wanted to check in with you to see how you were progressing with this Brian?

    Didn't think to ask you about the version of Dell Rapid Recovery as that is a bit outside my area of expertise. I did come across this, which I thought may prove useful to you:https://documents.software.dell.com/rapid-recovery/6.0.1/release-notes/dell-data-protection-%7C-rapid-recovery-6-0-1/resolved-issues

    I also noted from your screen shot that someone installed HQ Server "and"  HQ Client on the same machine which is not something typically recommended, as it's been known to cause problems. The screen shot below came from the HQ Administrator PDF/Setup guide. Hopefully between upgrading the SQL to the most recent service pack, the dot net framework(if required) the KB I provided, along with this release of Rapid Recovery     (if applicable) you will get you past this crash issue. I sure hope so, please update me if you get a chance, thanks.

       

    HQ-Server-and-Client-not-on-the-same-machine.PNG

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dell Rapid Recovery Crashing HQServer.exe

    Excellent,

    I searched your faulting module and found this which appears applicable Brian.

    support.microsoft.com/.../3115224

    I'd also recommend applying SP 3 to your SQL server, verify 32 bit not 64 bit Nic and update the .net framework if not the most recent.

    Cheers,

    Butch

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dell Rapid Recovery Crashing HQServer.exe

    Correct, when I disable the recovery service and restart the SQL instance, the clients are able to connect without HQ crashing.

    Screenshot of error

    HQ-Crash.png

    SQL Log:

    The log for database 'NT-HQ' is not available. Check the event log for related error messages.

    Event Log:

    Faulting application name: HQServer.exe, version: 2.0.0.2007, time stamp: 0x53cce170

    Faulting module name: ntdll.dll, version: 6.3.9600.18233, time stamp: 0x56bb4e1d

    Exception code: 0xc0000005

    Fault offset: 0x00060665

    Faulting process id: 0x850

    Faulting application start time: 0x01d1b1d4203bd456

    Faulting application path: C:\Program Files (x86)\Microsoft Retail Management System\Headquarters\HQServer.exe

    Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

    Report Id: c5ae6d9b-1dd3-11e6-80da-00505695441e

    Faulting package full name:

    Faulting package-relative application ID:

    Server:

    Windows Server 2012 R2 Standard

    HQ Version: 2.0.2007

    SQL:

    Microsoft SQL Server 2008 R2 (SP2) - 10.50.4042.0 (X64)   Mar 26 2015 21:18:04   Copyright (c) Microsoft Corporation  Express Edition with Advanced Services (64-bit) on Windows NT 6.2 <X64> (Build 9200: ) (Hypervisor)

    Clients:

    Windows 7 (x64 and x32)

    Store Operations Version 2.0.2007

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Dell Rapid Recovery Crashing HQServer.exe

    So when stopping the recovery service the HQ client connects?  

    Any error displayed by chance Brian or does it just stop responding?

    RMS version/HQ Server Sql Version and build/Operating system for both machines please.

    Thanks  

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