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The CSSB User Interface Does not Open After a System State Recovery

  • This article is for Windows only

Summary:

You may experience problems when you use CSSB 5.0 or later to restore a System State backup taken in CSSB 4.14 or earlier.

These problems include but are not necessarily limited to the following:

  • The CSSB User Interface will not open. An unable to connect to the database error will appear.
    • You may be prompted to start the Carbonite Safe Server Backup Controller service.
  • Scheduled backups will fail with a similar error.
  • The Carbonite Safe Server Backup Controller cannot be started from within Services.msc.

This issue is caused when the System State restore damages ZWCService.exe. This file is central to the operation of the Carbonite Safe Server Backup Controller service. The service cannot start if ZWCService.exe is damaged.

Solution:

This issue can be resolved in two ways:

The sections below are collapsed. Please click the section title to open / close a particular section.

Solution #1: Replace ZWCService.exe

If you have CSSB installed on another system, you can create a copy of ZWCService.exe on that system. Use this copy to replace the damaged ZWCService.exe.

  1. Check the version of CSSB installed on the second system. It must be the same version as CSSB on the damaged system.
    1. If the version of CSSB on the second system does not match the version of CSSB on the damaged system, please move on to solution #2.
  2. On the second system, browse to <CSSB Installation Folder>\bin\ and locate ZWCService.exe.
    1. The default folder is: C:\Program Files\Carbonite\Carbonite Server Backup(x64)\bin\ (or C:\Program Files\Carbonite\Carbonite Safe Server Backup(x64)\bin\).
  3. Copy ZWCService.exe to the damaged system.
  4. On the damaged system, browse to <CSSB Installation Folder>\bin\ and locate ZWCService.exe.
    1. The default folder is: C:\Program Files\Carbonite\Carbonite Server Backup(x64)\bin\ (or C:\Program Files\Carbonite\Carbonite Safe Server Backup(x64)\bin\).
  5. Replace the damaged ZWCService.exe with the good ZWCService.exe from the second system.
  6. Open Services.msc.
  7. Start the Carbonite Safe Server Backup Controller service.
    1. If the service starts, all is well. Open the CSSB User Interface and proceed.
    2. If the service does not start, move on to solution #2.
Solution #2: Uninstall and Re-install Carbonite Safe Server Backup

A reinstall will ensure that the proper version of ZWCService.exe is installed on the system.

  1. Uninstall CSSB.
  2. You will be asked if you wish to preserve configuration details. Select Yes.
  3. Reinstall CSSB.

CSSB will function normally after the reinstall is complete.

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