Translations:Troubleshooting Guide/12/en

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Backup problems

Client backup error

Problem

  • A client backup did not function properly. How can I determine where the problem is?

Solution

  • Run the following commands to determine the error:
SEP Warning.png Warning
The following commands produce a high network load.

BACKUP SERVER UNIX, CLIENT WINDOWS

 sm_ctrlc -l system  {client name} sbc -b -s -  f:/test  >/dev/null

Data from the F:/ directory on Windows is written over the network to the directory /dev/null on Unix. To display it, append -v 1 to the command above. Everything written to /dev/null will be displayed.

 sm_ctrlc -l system  {client name}   sbc  -b -s  -  -v 1      f:/test  >/dev/null

BACKUP SERVER UNIX, CLIENT UNIX

 sm_ctrlc -l root  {client name}   sbc  -b -s -  /usr  >/dev/null

To display the read data:

 sm_ctrlc -l root  {client name}   sbc  -b -s -  -v  1   /usr  >/dev/null

BACKUP SERVER WINDOWS, CLIENT UNIX

 sm_ctrlc -l root  {client name}   sbc  -b -s -             /usr    > NUL

With backup data logging:

 sm_ctrlc -l root  {client name}   sbc  -b -s -  -v  1   /usr    > NUL

If the test backup is to be run on the target backup client only, execute the following command:

In the Unix directory <sesam>/bin/sesam/:

 sbc -b -s  -  /usr   >/dev/null

In the Windows directory <SESAM_ROOT>\bin\sesam\:

 sbc  -b -s  -  f:/test    > NUL
Enter -v 1 to show the backed up data on your monitor.

Failed backups will be automatically deleted

Problem

  • By default, SEP sesam deletes all failed backups after 3 days automatically to release the storage space. How can I keep such backups for a longer time?

Solution

  • If you want to keep your failed backups for more than 3 days, you may manually extend the backup EOL (expiration date) of this particular saveset. For details, see Manually extending EOL. Note: As of v. 4.4.3 Tigon V2, SEP sesam automatically retains the last successful backup saveset when the next backup fails. This means that SEP sesam extends the EOL of the previous 'successful' or 'with warnings' backup, thus ensuring that at least one successful backup is retained.

Failed to write the data to media during backup

Problem

  • During backup, operating system error "23 (ERROR_CRC)" is displayed.

Possible causes

  • The tape drive cannot write proper blocks onto the backup media.

Solution

  • Check the tape drive and backup media.

Incorrect login or password

Problem

  • During backup, the message "Login incorrect. Password incorrect" is displayed.

Solution

  • Check your name resolution (DNS or etc/hosts file). The SEP sesam Server and SEP sesam Client must be reachable with or without FQDN and should be able to resolve each other correctly, including the reverse lookup. If the resolution is correct, do the following:
  1. In the SEP sesam GUI, go to Main Selection -> Tasks -> By clients, and select the client with the backup problem.
  2. Open the backup properties and click the Options tab.
  3. Type -v 4 at Save options.
  4. Start the backup again, then go to Main Selection -> Job state -> Backups and double-click the backup task to open its properties.
  5. Go to Logging -> Day log and search for the line Login incorrect. Password incorrect then correct the name resolution.

ON WINDOWS

Information sign.png Note
SEP sesam uses Microsoft’s Volume Shadow Copy Service (VSS) to perform backup for various task types. VSS failures are typically caused by system configuration and not by SEP sesam; this section may provide some instructions on how to troubleshoot such issues. If you cannot find your issue here, check also VSS Troubleshooting or refer to Microsoft's article Volume Shadow Copy Service for more detailed ionformation on VSS.

Path backup on Windows is not working

Problem

  • SEP sesam Server failed to execute a path backup of a Windows client (however, a path backup without VSS is working). The following error is displayed:
Problem while loading dynamic link library: [WIN32 API error: 1114 - A dynamic link library (DLL) 
initialization routine failed. LoadLibrary() call failed for: [vss.dll]].

Possible causes

  • Typically, when dll cannot be initialised, a running antivirus solution is preventing it.
  • The client's VSS configuration is incorrect.

Solution

  • Disable the antivirus software during backup.
  • Check the client's VSS configuration by running the following commands:
    • vssadmin list writers - check the status of all writers on a daily basis.
    • vssadmin list shadows - check existing VSS copies.
    • vssadmin list shadowstorage - check how much space is reserved and available space for VSS.
    • vssadmin resize shadowstorage - set the reserved space for VSS snapshots to unlimited.

WIN32 API error: "1450"

Problem

  • What should I do when a client backup fails with a WIN32 API error: "1450 - Not enough system resources to execute the requested service"?
  • The backup of a client may end with the following error message in the backup log:
sbc-1148: Error:   W2KSS Error: [WIN32 API error: 1450 - Not enough system resources to execute 
the requested service. Cannot store registry key: [SOFTWARE]. RegSaveKey() call failed in BackupRegistry().].

Possible causes

  • Insufficient size of the registry/paged memory area. This problem affects SEP sesam as well as other backup tools, such as NTBackup.

Solution

System_State backup (RegLoadKey) error

Problem

  • What does the warning "The system cannot find path. RegLoadKey()..." during System_State backup mean?
  • You may see the following output in NOT-log:
C:\Program Files\SEPsesam\var\tmp\usr_wf_S-1-5-21-220523388-1123561945-839522115-1003].
2010-04-13 02:04:20: sbc-2074: Warning: W2KSS Warning: [WIN32 API error: 3 -
The system cannot find path. RegLoadKey() call failed for
file: [C:\Documents and Settings\nn\ntuser.dat] in BackupUserProfiles().].

Possible causes

  • There are inconsistencies in the OS configuration. The reason is that a user profile has been deleted but the user account still exists. System_State backup is looking for files corresponding to the user in the file system but the files no longer exist.

Solution

  • Delete the user in question or restore the profile date in the file system.
  • Check the following in your registry to see whether it still includes references to usernames which no longer exist:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList

Access denied during Microsoft Windows backup via VSS

Problem

  • Why does a Microsoft Windows backup via VSS stop with the message "[CVssBaseObject::CreateVssBackupComponents] - Access denied"?

Possible causes

  • SEP sesam is not allowed to create a snapshot with the current user.

Solution

  • Check the user running the SEP sesam daemon and make sure that the user has all permissions to access the volume(s).

Stream data length exceeds buffer capacity

Problem

  • What does the warning "Stream data length bigger than buffer can accept. Input buffer length = [65536], Stream data size = (High part)[0] (Low part)[65564]" ?

Possible causes

  • SEP sesam uses 64 kB to back up Windows ACL files and folders and one object exceeds this buffer. You can use the Windows command icacls to display the ACL of a file or folder. The output looks like this:
C:\>icacls "C:\Documents and Settings\LocalService\Local Settings\Temp"
C:\Documents and Settings\LocalService\Local Settings\Temp NT AUTHORITY\LOCAL SERVICE:(I)(F)
                                                           NT AUTHORITY\LOCAL SERVICE:(I)(OI)(CI)(IO)(F)
                                                           NT AUTHORITY\SYSTEM:(I)(F)
                                                           NT AUTHORITY\SYSTEM:(I)(OI)(CI)(IO)(F)
                                                           BUILTIN\Administrators:(I)(F)
                                                           BUILTIN\Administrators:(I)(OI)(CI)(IO)(F)
Successfully processed 1 files; Failed processing 0 files

If you get several hundred or thousand lines, there is something wrong with the ACL.

Solution

  • Reset the permissions of the file's respective folder by using the command:
C:\>icacls "C:\Documents and Settings\LocalService\Local Settings\Temp" /reset

This command inherits the permissions of the parent object. You may have to adjust the permissions after running this command if manual settings have been applied for this object.

Backup on Windows 7 did not complete successfully

Problem

  • When you perform a Windows 7 backup, the backup might fail with one of the following errors.
sbc-1146: Error:   DB Module: [WIN32 API error: 55 - The specified network resource or device is no longer available.
sbc-2040: Warning: Cannot read item [\\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy730\Windows\winsxs\x86_microsoft-windows-sort_31bf3856ad364e35_6.1.7600.16385_none_ab9479767ad67fd7\sort.exe: (2) WIN32 API error]:[ 2 - The system cannot find the file specified. ]. Padding remaining bytes...
smk-3506: Info:     Backup finished. Status: ERROR Error: Item generator returns [WIN32 API error: 2 - The system cannot find the file specified. ] for item [\\?\GLOBALROOT\Device\HarddiskVolumeShadowCopy136\Windows\winsxs\FileMaps\]
smk-3506: Info:     Backup finished. Status: ERROR Error:   DB Module: [Not all items have been processed]
  • To see more detailed error, view the Event Log on your Windows client: Event Viewer -> Windows Logs -> System. The Event Id 33, volsnap shows the following message:
The oldest shadow copy of volume C: was deleted to keep disk space usage for shadow copies of volume C: below the user defined limit.

Possible causes

  • There was not enough disk space for the Volume Shadow Service to take a snapshot; consequently, the operating system automatically deleted the snapshot due to the lack of space.
  • This error occurs if the snapshot size exceeds the snapshot Maximum size: Use limit configured for the volume.

Solution

  • Check the Maximum size: Use limit on your Windows 7 client: Open a Windows Explorer on the client and right-click the drive letter to open the drive properties. Select the Shadow copies tab -> Settings -> check the Maximum size: Use limit:
    • If you select No limit, Windows will not delete the snapshot regardless of how much space it consumes. Note, however, that in case of a large snapshot the process might be failing to create the snapshot because there is not enough disk space left on the respective drive.
    • If you specify Use limit, change the maximum size limit to a large enough value to contain the snapshot with room to spare. According to Microsoft it is recommended to set the maximum size limit to a value that equals 10% of the volume size. For example, if the C:\ drive has 100 GB of data, the limit should be set to 10 GB. Or, you can store the shadow copy data on another disk. For details, see Microsoft forum answers Shadow Copy.

ON LINUX

GVFS error during Linux backup

Problem

  • If a user is logged on to the gnome or kde session and makes use of the GVFS layer, the directory ~/.gvfs is created. This directory cannot be entered by any other user (even root).
  • Additionally, the system call "stat" also errors out on this directory. The directory cannot be excluded, because while creating the file list and looking at the excludes, sbc_find once does a "stat()" call on the directory and receives an error.

Solution

  • Create a new file named /etc/profile.local with the contents below /etc/profile.local:
GVFS_DISABLE_FUSE=1 
export GVFS_DISABLE_FUSE
  • Run the following command for each affected folder
    • fusermount -u /home/$USER/.gvfs
    • test with stat /home/$USER/.gvfs

Error Executing REAR

Problem

SEP sesam Client package was successfully installed and path backups are working. If you have problems executing a ReaR backup check the backup log if there are some missing dependencies.
Examples:

There are binaries or libraries in the ReaR recovery system that need additional libraries
/opt/sesam/bin/sesam/libvirtmod.so requires additional libraries (fatal error)
	libvirt.so.0 => not found
There are binaries or libraries in the ReaR recovery system that need additional libraries
/opt/sesam/bin/sesam/libvirtmod.so requires additional libraries (fatal error)
	libvirt.so.0 => not found
/opt/sesam/bin/sms/libgnutls.so.30 requires additional libraries (fatal error)
	libnettle.so.6 => not found
	libhogweed.so.4 => not found
/opt/sesam/bin/sms/libgnutls.so.30.0.0 requires additional libraries (fatal error)
	libnettle.so.6 => not found
	libhogweed.so.4 => not found
/opt/sesam/bin/sms/libhogweed.so.4 requires additional libraries (fatal error)
	libnettle.so.6 => not found
/opt/sesam/bin/sms/libhogweed.so.4.0 requires additional libraries (fatal error)
	libnettle.so.6 => not found
Solution

See article Disaster Recovery for Linux 3.0 en how to solve this problem.