ArcServe 12.5 manager console crashes every time you open it

[WCGDS2012]

Hello:
I have a customer with Windows 2008 R2 standard and CA AS 12.5 SP1. Backups complete ok, but they can't open the manager console; it crashes every time. Server has all windows updates, CA AS has all of its updates.

This is what i get on the AS dump logs:
ARCserveMgr Exception Handler Ver 2.0(Re-ordered)
ARCserveMgr Build : 5860
Exception Time : Thu Jun 23 10:49:41 2011
Exception Cause : EXCEPTION_ACCESS_VIOLATION (attempting to _write )
Exception Flags : Noncontinuable exception
Exception Address : 6f271e01h
DLL/Exe that caused GP: C:\Windows\SysWOW64\mshtml.dll (From STACK Trace)

And this is what i get on app event logs:
Faulting application name: ARCserveMgr.exe, version: 12.5.5860.41, time stamp: 0x4b7fea43
Faulting module name: msxml6.dll, version: 6.30.7601.17514, time stamp: 0x4ce7b8eb
Exception code: 0xc0000005
Fault offset: 0x000012b0
Faulting process id: 0x2260
Faulting application start time: 0x01cc31bcb6b5d477
Faulting application path: C:\Program Files (x86)\CA\ARCserve Backup\ARCserveMgr.exe
Faulting module path: C:\Windows\System32\msxml6.dll
Report Id: 04655f17-9db0-11e0-8cb7-001a64b39ca8

Any help is appreciated.

Thanks,
Will

 

[davidmichel]

almost always caused by corrupt queue or job
shut down arcserve rename 00000001.qsd startup
if it works above is cause
if not ck out msxml6.dll, perhaps some other app installed incompatible version