HP Data Protector Software Version: DP 9.00 Troubleshooting guide Document Release Date: June 2014 Software Release Date: June 2014 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted Rights Legend Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Copyright Notice © Copyright 2014 Hewlett-Packard Development Company, L.P. 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The URL for this Web site is http://h20230.www2.hp.com/sc/solutions/index.jsp HP Data Protector (DP 9.00) Page 2 of 156 Contents Contents 3 About this guide 11 Intended audience 11 Document conventions and symbols 11 Data Protector graphical user interface 12 General information 12 HP technical support 12 Subscription service 13 HP websites 13 Chapter 1: About Troubleshooting Data Protector 14 How to troubleshoot 14 General checks 14 About Data Protector Log Files 15 Location of log files 15 Format of log files 15 Contents of log files 16 About Data Protector Error Messages 17 Error messages in the Data Protector GUI 17 Error messages in the Data Protector CLI 18 About Data Protector Customization 18 Global options 19 Most often used global options 19 Omnirc options 20 How to use omnirc options? 21 Most often used omnirc options 21 Customizing the Data Protector Global Options 24 Prerequisites 24 Setting the global options using GUI 24 Steps 24 HP Data Protector (DP 9.00) Page 3 of 156 Troubleshooting guide Contents Customizing Options By Editing The Global File 25 Steps 25 Chapter 2: Troubleshooting Networking and Communication 27 Hostname resolution problems 27 Checking the TCP/IP setup 27 Testing DNS resolution 27 Connected system presents itself as client X 27 Client A failed to connect to client B 28 Cannot connect to client X 28 Checking time settings in the cell 29 Recovering from power outages 29 The IDB is not reachable after a system recovery 29 Data Protector sessions are actually not running but remain marked as In Progress 29 The hpdp-idb-cp service fails to start 30 Novell Open Enterprise Server (OES) problems 30 TSA login denied 30 Other problems 31 Client fails with “Connection reset by peer” 31 Client fails with “The client is not a member of any cell” 31 Excessive logging to the inet.log file 32 Chapter 3: Troubleshooting Data Protector Services and Daemons 33 Introduction 33 A list of Data Protector processes 33 Problems starting Data Protector services on Windows 34 You do not have permission to start the services 34 Changed service account properties 34 A specific service has not been found 35 MMD fails upon starting the CRS service 35 Problems starting Data Protector daemons on UNIX 35 Data Protector Cell Manager daemon could not be started 36 The hpdp-idb service fails to start, reporting shared memory deficiency 36 HP Data Protector (DP 9.00) Page 4 of 156 Troubleshooting guide Contents MMD fails upon starting the CRS service 37 Other problems with Data Protector processes 37 Data Protector performance on UNIX is impacted if Name Server Caching is disabled 37 When performing a backup, the backup session stops after a certain period of time and the BSM stops responding 38 Chapter 4: Troubleshooting User Interface 39 Graphical user interface problems 39 Connectivity and accessibility problems 39 No permission to access the Cell Manager 39 Connection to a remote system refused 39 Inet is not responding on the Cell Manager 39 Unable to start the filesystem browse agent 40 Command-line interface problems 40 Data Protector commands cannot be invoked 40 Chapter 5: Troubleshooting Devices and Media 41 General device and media problems 41 Insufficient StoreOnce Fibre Channel devices on the Media Agent client 41 Cannot access exchanger control device on Windows 42 SCSI device remains locked and session fails 42 Device open problem 42 Using unsupported SCSI HBAs/FC HBAs on Windows 43 Library reconfiguration failure 43 An encrypted medium is marked as poor after a read or write operation 44 Creating null devices using Data Protector GUI and CLI 44 Various media problems 47 Medium header sanity check errors 49 Problems with device serial number 49 Cannot restore or copy corrupt data 50 Common hardware-related problems 50 ADIC/GRAU DAS and STK ACS libraries problems 50 ADIC/GRAU DAS library installation failed 50 You cannot see any drives 51 HP Data Protector (DP 9.00) Page 5 of 156 Troubleshooting guide Contents GRAU CAPs are not configured properly 52 The library operations fail 53 Chapter 6: Troubleshooting Backup and Restore Sessions 54 Full backups are performed instead of incrementals 54 No previous full backup 54 The description has changed 54 Trees have changed 54 The backup owner is different 55 Enhanced incremental is not performed after the upgrade 55 Data Protector fails to start a session 56 Interactive session fails to start 56 Scheduled sessions no longer run 56 Session fails with status No licenses available 56 Scheduled backups do not start (UNIX systems specific) 57 Mount request is issued although media are in the device 57 The media in the device are in a media pool that has the Non Appendable policy 57 The media in the device are not formatted 57 The media in the device are different from those in the preallocation list 58 Mount request is issued for a file library 58 File library device disk full 58 File name problems 59 File names or session messages are not displayed correctly in the Data Protector GUI 59 Cluster problems 59 IDB services are not synchronized 59 An incremental filesystem backup of a cluster shared volume using the Windows NTFS Change Log Provider falls back to a full backup after a cluster failover 59 Restore problems if the Cell Manager is configured in a cluster 60 Backup of CONFIGURATION object of a Microsoft Cluster Server node fails 61 Other problems 61 Backup protection expiration 61 Enhanced incremental backup fails because of a large number of files 62 Intermittent connection refused error 62 HP Data Protector (DP 9.00) Page 6 of 156 Troubleshooting guide Contents Unexpected mounted filesystems detected when restoring a disk image 63 Problems with application database restores 63 Backup failure on HP-UX 64 Asynchronous reading does not improve backup performance 64 Backup of the IIS configuration object fails on Windows systems 65 Restore of a subtree from a volume with hard links present fails 65 On Mac OS X, backup sessions fail due to insufficient amount of shared memory 66 Interrupted file backup or file cannot be found 66 IDB restore on HP-UX and Linux Cell Managers 66 IDB restore on a different