Installations - General Troubleshooting

Table of Contents

CommServe install failed to find log files

Symptom

During the installation of the CommServe software, the silent install of the SQL Server may fail with the following error:

Setup failed to locate the log file associated with the silent install of SQL Server at the location: C:\Program files\Microsoft SQL Server\90\Setup Bootstrap\Log\summary.txt

Cause 

A 32-bit version of the SQL Server software was pre-installed on a 64-bit computer.

Resolution

Move all log files to the C:\Program Files (x86)\Microsoft SQL Server\90\Setup Bootstrap\LOG directory. This will enable you to continue with the CommServe software installation.

CommServe install may fail with collation error message

Symptom

During the installation of the CommServe software, you may receive the following error message:

Setup was unable to determine the collation on the existing SQL Server Instance. See Install.log for more information.

Cause

During the CommServe installation, the software installer needs to run few third-party utilities supplied by Microsoft. Some of the third-party utilities do not run on computers that have locale set to Hindi Locale/Indic Language.

Resolution

Set the system locale to English or any other language supported by Microsoft, and then perform the installation. Once the CommServe software is installed, the system locale can be changed to the original locale.

The system locale can be changed from Regional and Language settings located in the Windows Control Panel.

Download Manager Window Does Not Properly Render the Text Size

Symptom

When you run the Download Manager application on a Windows 7 computer, you might not be able to see the entire contents of the application window. The text might look "cut-off" by the size of the window.

Cause

Applications that use the bitmap fonts Courier, MS Sans Serif and MS Serif might might be affected if the system is set to 120 DPI during the setup of Windows 7. If the DPI is changed to its default value (96 DPI), the applications using the bitmap fonts will continue to render the text as 120 DPI.

Resolution

Go to the Microsoft Web site and review the KB article http://support.microsoft.com/kb/2396756.

Error at the end of Laptop package install on Macintosh computers

Symptom

At the end of the laptop package installation on a Macintosh computer, you may see the following error message

Starting BackupUninstall.app ...LSOpenURLsWithRole() failed with error -10810 for the file /opt/snapprotect/Base/Process Manager.app/Contents/Resources/BackupUninstall.app.
FAILED.

Cause

At the end of the installation, the installer tries to launch BackupUninstall.app using the open command. Since Macintosh applications need a dock and a user interface specific to each user, BackupUninstall.app fails to launch as the applications may be unavailable on remote terminal sessions. The application will be launched automatically when the user logs in with a GUI session.

Resolution

The error can be ignored. No action is required.

Failed to install SnapProtect on UNIX Computers with a Loopback Address

Symptom

The SnapProtect installation on a UNIX computer may fail with one of the following error messages:

  • For interactive installations, the following error is displayed on the command prompt and stored in the install.log file:

    We found that /etc/hosts file associates name you provided ClientHostname with loopback address.
    Please check the /etc/hosts file and make corrections if necessary to remove this association, or provide a new Host Name.

  • For silent installations, the following error is displayed in the install.log file:

    ClientHostname is currently associated with loopback address in /etc/hosts.

  • For installations using the CommCell Console (remote installations), the following error is displayed in the DistributeSoftware.log file:

    ClientHostname is currently associated with loopback address in /etc/hosts.

Cause

In the /etc/hosts file, the hostname of the client is associated with a loopback address, also known as localhost address.

Resolution

Open the /etc/hosts file and specify a valid IP address for the client hostname. If your computer has multiple hostnames, select a hostname that does not have a loopback address.

Failed to install Visual C++ Runtime Libraries

Symptom

During the installation of a software component, you may be prompted with the following error message:

Setup failed to install Visual C++ Runtime Libraries. Refer to GalaxyInstallerLog.txt for more information.

Cause

The client computer where the installation is taking place requires a reboot so that the Runtime Libraries installation completes successfully.

Resolution

Verify that the Visual C++ Runtime Libraries installation completed with error code 3010.

Failed to install 32-bit SnapProtect components on AIX computer

Symptom

32-bit SnapProtect agent failed to be installed on an AIX computer.

Cause

Insufficient memory on the AIX computer.

Resolution

Retry the installation. During the installation, make sure to grant read permissions for others on shared libraries and executables.

Failed to install software on a remote client

Symptom

During the installation of a software component from CommCell console, the installation may fail with the following error message:

Install Software Failed.

Cause

The error may occur if you have specified the host name of the remote client by entering the IPv6 address of the remote client instead of its IPv4 address.

Resolution

Specify the remote client host name by providing the fully qualified domain name or the IPv4 address of the remote client computer.

Failed to install File System core package on a Windows client

The File System Core package used to be referred to as "Base package" in previous releases.

Symptom 1

When installing the File System Core package from the CommCell Console to a Windows 2008 R2 or Windows 7 computer, you may receive the following error message:

Failed to install Base Package, the credentials entered may not have permission to use WMI on remote machine. Please check WMI configuration and user credentials.

Resolution 1

Use the Microsoft Windows Server Manager to correct the WMI settings on the remote machine.

  1. From the Installer error message dialog box, click OK. This will stop the installation process.
  2. Start Server Manager.
  3. Go into Configuration and select WMI Control.
  4. In the Security tab, expand the root and select CIMV2.
  5. Click on Security and add the desired user (e.g., domain\administrator).
  6. Restart the computer.
  7. Perform the Installation procedure again.

Symptom 2

When installing the File System Core package from the CommCell Console to a Windows 2008 R2 or Windows 7 computer, you may receive the following error message:

Failed to install Base Package on client.

The error message appears if the latest Service Pack or updates have not been downloaded on the CommServe computer.

Resolution 2

Download the latest Service Pack and updates on the CommServe and then restart the installer (or resubmit the installation job).

Symptom 3

When installing the File System Core package on a Windows computer, you may receive the following error message:

Failed to install Base Package on client.

The error appears when there is not enough space on the client to install the package.

Resolution 3

Clean up the space on the client and restart the installation (or resubmit the installation job).

Failed to install File System core package on a UNIX client

The File System Core package used to be referred to as "Base package" in previous releases.

Symptom 1

When installing the File System Core package on a Linux computer, you may receive the following error message:

Failed to install Base Package on client.

The error appears when you are trying to install the software on a new Linux distribution.

Resolution 1

Contact your Software Provider for assistance with the package installation.

Symptom 2

When installing the File System Core package on a Unix computer, you may receive the following error message:

Failed to install Base Package on client.

The error appears when there is not enough space on the client to install the package.

Resolution 2

Clean up the space on the client and restart the installer (or resubmit the installation job).

Symptom 3

When installing the File System Core package from the CommCell Console, you may receive the following error message:

Failed to install Base Package on client.

The error message appears if the SnapProtect firewall environment is not configured properly.

Resolution 3

Prior to installing the package from the CommCell Console, you must enable SSH (Secure Shell) and open port 22 for all UNIX client computers.

In addition, for Solaris 11 client computers, make sure to do the following:

  1. Run the following command to stop sshd on Solaris 11 client computer.

    svcadm disable ssh

  2. Add the following line at the end of the /etc/ssh/sshd_config file.

    ciphers 3des-cbc

  3. Run the following command to start ssh.

    svcadm enable ssh

Failed to install Microsoft .NET Framework

Symptom 1

During the installation of a SnapProtect component on a Windows XP 64-bit and Windows 2003 server, you may receive the following error message:

Setup failed to install Microsoft .NET Framework v4.0.030319.1.

This error appears if the Windows Imaging Component is not installed on the computer.

Resolution 1

Install the Windows Imaging Component from the Microsoft Download Center, reboot the computer, and then run the setup.

Symptom 2

During the installation of a SnapProtect component on a Windows 2008 R2 Core server or Windows 2008 R2 Hyper-V server, you may receive the following error message:

Failed to install Microsoft .NET Framework.

The error appears if .Net Framework 4.0 Core version is not already installed on the computer.

Resolution 2

Install the .Net Framework 4.0 core version from the Microsoft Download Center, reboot the computer and then run the setup.

Failed to extract the Custom Package

Symptom

A custom package that is downloaded to the default location might sometimes fail to extract the software, and display the following error message:

Cause

The custom package might fail to extract the software if the path of the default location has any Non-English characters.

Resolution

Copy the custom package to the root of C: drive, and then extract the software.

Failed to log on to the CommCell Console

Symptom

Login to the CommCell Console failed with the following connection error:

Cause

The Entrust Certificate is missing on the computer which has the CommServe software installed.

Resolution

You have to manually install the Entrust Certificate using the following steps:

  1. Logon to the computer where the CommServe has been installed.
  2. Go to Start | Program Files | SnapProtect  | SnapProtect | Base.
  3. Right-click CVSession.dll and point to Properties.

  4. Click Digital Signatures tab, select SnapProtect in the Signature list and click Details.

  5. Click View Certificate in the General tab of the Digital Signature Details dialog box.

  6. Click Certification Path tab, select Entrust (2048) and click View Certificate.

  7. Click Install Certificate and follow the installation wizard by accepting default values.

  8. Click on Entrust Code Signing Certification Authority-L1D and View Certificate option. Repeat Step-7 to follow the installation wizard and complete the installation process.

Failed to uninstall a software component

Symptom

The uninstallation of a software component may fail with the following error message:

Setup failed to retrieve registry info.

Cause

An environment variable has an empty value or the user performing the uninstall operation has insufficient rights for some of the folders in the computer.

Resolution

  1. Check the system environment variables to see if any of them do not have a value assigned to them. (Or it evaluates to an empty value.)

    To display and check the current settings of the environment variables; open a command prompt and type set, and press <Enter>.

    If an environment variable is not set to a significant value, you must either remove it or ensure that it has a significant value.

    You can manage environment variable settings from the Windows Control Panel.

  2. Make sure that you have sufficient permissions for one or more of the following folders on the computer:
    • Windows Temp directory
    • Software destination folder
    • A hidden Installer folder located under the Windows folder.

Install error for sqlncli.dll during Microsoft SQL Server installation

Symptom

During the installation of the CommServe software, the silent installation of the SQL Server may generate the following error:

Error 1619 installing sqlncli.dll

Cause

As per Microsoft, the error generates when the sqlncli.dll file cannot be opened, perhaps due to a network failure (if installing via a network) or because of insufficient user rights to access the file. For more information, please refer to http://support.microsoft.com/kb/908503.

Resolution

Copy the SQL Server installation package to the local hard drive, and run it. Refer to Pre-Installing SQL Database for CommServe.

Install error for Active Directory agent

Symptom

During the installation of the Active Directory Agent on Windows 2000, you may see the following error message:

Enable Writes to the schema on this domain controller.

Resolution

  1. From the Installer error message dialog box, click OK. This will stop the installation process.
  2. Click Start, and then click Run. In the Open box, type mmc, and then click OK.
  3. When MMC starts, click Add/Remove Snap-in on the Console menu.
  4. Click Add.
  5. Click Active Directory Schema, click Add, and then click Close.
  6. Right-click Active Directory Schema, and then click Operations Master.
  7. Click The Schema may be modified on this Domain Controller.
  8. Click OK.
  9. Run the setup.exe for the component you were installing.
  10. Click Yes to confirm that you want to continue with the previous installation.

Newly installed or upgraded database is marked as read-only

Symptom

A newly installed or upgraded database is marked as read-only if the SQL Server service uses a user account which does not have enough permission.

Resolution

Assign a user account with full permissions to the SQL Server service.

  1. Click Start and then click Run.
  2. In the Run box, type services.msc, and then press ENTER.
  3. Right-click the SQL service, and then click Properties.
  4. Click the Log On tab.
  5. Click Local System Account.
  6. Click Apply and then click OK.

Services fail to start after installing 32-bit SnapProtect components on AIX Computers

Symptom

Services do not start on an AIX computer after installing a 32-bit SnapProtect software component.

Cause

During the installation of the SnapProtect component, read permissions are not granted for other users.

Resolution

Add read permissions for other users as follows:

  1. Open the command prompt and run the following command:

    cvpkgchg

  2. Type 2 and press Enter.
  3. Select the type of permission that you want to assign to other users and press Enter.

    Make sure read permissions are enabled for other users.

  4. Type Yes to change the permissions.
  5. Restart SnapProtect services for all instances to change the permissions.

Space check error on a UNIX client after installation

Symptom

After installing a component on a UNIX computer, you might see the following error in the CVD.log of the client or in the Event Viewer window of the CommCell Console.

[volume/path] does not have required minimum space of [] MB. The space available is [] MB.

Cause

The SnapProtect CVD service on the client checks the space on the /var directory, and finds there is not enough space.

By default, logs are configured to reside under the /var/log/SnapProtect/log_files directory during installation. Even if you choose a different directory to store the logs, the CVD service will continue to check the /var directory because system and driver output messages are also configured to reside in the directory.

Resolution

Set the nSYSVAR_MIN additional setting on the UNIX computer where you performed the installation to skip the space check on the /var directory.

  1. From the CommCell Browser, navigate to the Client Computers node.
  2. Right-click the <Client>, and then click Properties.
  3. On the Client Computer Properties dialog box, click Advanced.
  4. Click the Additional Settings tab and then click Add.
  1. In the Name box, type nSYSVAR_MIN. The Category and Type details will be automatically populated.

    Alternatively, you can click Lookup and search for the additional setting using the Find box.

  2. In the Value box, type 0.
  3. Click OK to save the additional setting configuration.
  4. Click OK.

Unable to install SnapProtect to the default install location on UNIX clients

For Unix clients, the default install location for the SnapProtect software is /opt/snapprotect (and /opt/snapprotect2 for Instance002, and so on). You will not be able to install SnapProtect on this location if the directory already exists.

For Interactive Installations

Symptom

The interactive install will display the following error message:

Installation Directory: [/opt]

*** The directory /opt/snapprotect already exists.

Press <ENTER> to try again ...

Resolution

Enter a different directory, or remove /opt/snapprotect if you no longer need it.

For Push and Silent Installs

Symptom

The push/silent install will succeed and SnapProtect will be installed on /opt/<PID>/snapprotect (and /opt/<PID>/snapprotect2 for Instance002), where <PID> is the process ID of the installer.

Resolution

No action is required. However, if you mount a directory to /opt/snapprotect and want to install under that directory, you need  to specify the full mount point “/opt/snapprotect” as the install directory so that SnapProtect can be installed on /opt/snapprotect/snapprotect (or /opt/snapprotect/snapprotect2 for Instance002).

We recommend not to use “snapprotect” as the mount name to avoid double “snapprotect” names in the final install path. For example, if you mount the directory to /opt/company (instead of /opt/snapprotect) and specify the install directory as “/opt/company”, then the software will be installed on /opt/company/software (or /opt/company/snapprotect2 for Instance002).

Unable to perform backup operations after installing the components in Restore Only mode

Symptom

When a component is installed on a client computer in restore only mode, the license for that component will not be consumed. The client can be used only as a destination for restoring backed up data residing on a different computer. You cannot perform backup operations on the client computer.

In order to perform backup operations on such a client computer, you must reconfigure that client from the CommCell Console so that a license is consumed for the selected entity, enabling all common backup and recovery operations.

Resolution

In order to perform backup operations, you must reconfigure the client from the CommCell Console in order to consume the license, which will allow all common backup and recovery operations.

From the CommCell Console, right-click the client computer on which you installed the component in Restore Only mode, and then click All Tasks | Reconfigure.

VC80 CRT files are not present

Symptom

During the installation process of the first Windows-based CommCell component, the Windows System Event log generates errors referencing VC80 CRT files if the files are not present. As part of the component installation, the Microsoft Visual C++ 2005 Redistributable is automatically installed, which includes the VC80 CRT files listed in the Windows System Event log. Once the component is installed, the errors can be ignored.

Resolution

No action is required.