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El-Man

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Hello, all.

A client's Kerio Connect server is suddenly failing to run its backup consistently. The Differentials work now and again, but there hasn't been a successful Full backup for a long time now. Here are the relevant bits from the logs:

Error Log:

[16/Sep/2018 16:10:04] backup.cpp: Cannot write file C:\Program Files\Kerio\MailServer\store/mail/<redacted>/#msgs/0000009e.eml (file size 13.40 MB) to backup ZIP file \\BoundaryNAS\Public\Keriobackup/F20180915T181003Z

[16/Sep/2018 16:10:06] backup.cpp: BACKUP: Backup failed in folder <redacted>, 3632865 MB (3632865 total) of 8501032 MB free on destination disk

Debug Log:

[16/Sep/2018 16:10:05][3448] Compression of message store backup finished. 231478 files were added to the archive \\BoundaryNAS\Public\Keriobackup/F20180915T181003Z in 46 volumes.

[16/Sep/2018 16:10:05][3448] {backup} Connection to folder \\BoundaryNAS\Public\Keriobackup is OK

[16/Sep/2018 16:10:06][3448] {backup} Estimate amount of folders were 3691 and amount of really visited folders is 2524.

As you can see, the backups happen to a NAS, which is connected on a gigabit network. You might think that this connection is unreliable, but Connect says it's okay, and there have been no other connection or disk errors. Nor is it running out of space, there's over 3.5Tb free. It just gets up to that stage saying compression is finished, then that the backup has failed, and deletes all the backup files it just wrote out.

Also, the folder it fails on is always different.

Any ideas?
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Maerad

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Do you run an antivirus or intrusion detection program on the NAS or Kerio host? If yes, the kerio folder should be whitelisted, because if you open (copy) a file, the realtime scanner might block the mail OR needs more time to scan it and the copy command gets a time out.

Also what does the Windows Event Log and NAS Log say?

Try to copy a part of the store folder with the error mail to the NAS manually, also try to copy a big file and see, if there is a connection issue.

I would suspect something blocking the network transfer (locks the file) or the connection itself is bad (that why copy a big file over).

Another ID would be, that the NAS has some kind of timeout added for shares. Look tru the options.

[Updated on: Mon, 17 September 2018 16:21]

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El-Man

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Thanks, I'll look into that and report back.
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El-Man

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Okay. In order:

Yes, the mail server runs Eset for Kerio Connect, and there is a built-in antivirus on the NAS. But the store is definitely excluded on the server, and the destination is excluded on the NAS.

Nothing in the Windows Event Logs regarding connection or privilege at the time of the backups.

I copied 5x 2Gb files to the NAS, and it worked perfectly. However, when I copied one of the mail store folders (70k files, 45Gb) to the NAS, there was an alert box saying 'Error 0x8007003B: An unexpected network error occurred'. On an .eml file that was 120Kb. Pressed Try Again and it carried on fine.

Oh, lord, I hate these Windows code errors - there's hardly ever a definitive fix.

I need to narrow this down further, so I'll change the destination to somewhere else. That will at least tell us if the problem is with the NAS or the network. If it still doesn't work, I'll test a USB disk in the mail server.
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Maerad

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Before you try too much, disable the antivir on your NAS and on the server (if you have eset for kerio, there shouldn't even be an option to disable a special folder...) and try coping the folder again with the load of small files.

Also I would check, if you can disable additional services on the NAS, do a firmware update and reboot it. It could be, that there are too many small files and the NAS gets overloaded.

But first - try with disabled antivirus. This is in most cases the main culprit. Also you could copy the files to a usual windows share - that could give you an idea, if the NAS has problems.
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El-Man

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Turned off the Antivirus on the NAS, but the full backup still failed. Will try updating its firmware next.
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