Index Cache - Troubleshooting

Table of Contents

Unable to Browse Data

Cause 1

An index cache entry created by a MediaAgent that is running a newer version of SnapProtect software cannot be read by a MediaAgent that is running an older version.

Resolution 1

Upgrade the MediaAgent that is running the older version.

Cause 2

After an upgrade, the storage policy is changed from an older version MediaAgent to a newer version MediaAgent and a no-image browse is performed. See, Image or No-Image Browse and Restore for detailed information.

Resolution 2

Address these two items:

  • MediaAgents participating in GridStor operation for the same storage policy must operate in the same version. If a MediaAgent upgrade is needed, make sure all participating MediaAgents are upgraded together.
  • All storage policy copies must be at the same version.

Index Processing on MediaAgent Failed Because of a CreateIndex Processing Error

Cause

A MediaAgent running an older version of Simpana software is attempting to read an index cache entry created by a MediaAgent that is running a newer version.

Resolution

Upgrade the MediaAgent that is running the older version.

Backups continuously failing in the Backup phase

Cause:

MediaAgent library mount path is not ready.

Resolution:

Verify that the MediaAgent library mount path has read and write permissions set up. See, View or Modify the Properties of Disk Devices in a Shared Mount Path.

IND0001: Jobs pending with Error Code: [14:106] "CreateIndex index processing failed..."

Symptoms

You receive this Job Pending Reason error code [14:106]:

CreateIndex index processing failed - index files are missing, possibly due to a failover.

Causes

This error may be generated when the CommServe platform is also hosting the MediaAgent, and either of these cases is true:

  • The CommServe instance has been upgraded from version 8 to version 10, but the associated clients and MediaAgents have not yet been upgraded.
  • CreateIndex.exe is unable to properly process the existing index cache because the index cache has become corrupted. CreateIndex.exe needs the most recent index to process an incremental backup.

Resolution

  • Ensure all MediaAgents are running the same version of SnapProtect software as the CommServe instance.
  • Try running a new full backup, since this error mostly affects only incremental backups. If the failure was caused by a corrupted index, a new full backup fixes the problem because it creates a new index rather than updating an existing one. If you are unable to address this issue by running a full backup, collect the log files for the job and contact Customer Support.

IND0002: Backup pending with Error Code [14.96] [14.95] "Failed to start createIndex on MediaAgent..."

Symptoms

You may receive this Job Pending Reason error code [14:96]:

Failed to start createIndex on MediaAgent […]. Please check the following: network connectivity between client and MediaAgent, MediaAgent's name can be resolved, and this product's services are running on the MediaAgent.

You may receive this Job Pending Reason error code [14:95]:

Failed to start createIndex on MediaAgent […] (timeout). Either improper host name resolution, or wrong host name, or the MediaAgent you're trying to contact isn't executing. Please verify software configurations, including name resolution, on both client and MediaAgent and check network connectivity between client and MediaAgent.

Causes

This error can be produced by these causes:

  1. The host file on the CommServe instance or a MediaAgent contains incorrect network information.
  2. MediaAgent services are not running, or the MediaAgent host is down.
  3. VPN tunnels are incorrectly configured.

Resolutions

For each of the causes listed above, follow these steps:

  1. Verify the configuration information in the hosts files on the CommServe host and the MediaAgent host.
  2. Ensure that the SnapProtect Software Services are running on the MediaAgent. These include:
    • NetApp Communications Service, GxCVD. Runs on all CommCell computers and uses TCP port 8400.
    • NetApp Server Event Manager, GxEvMgrS. Runs on the CommServe host and uses TCP port 8401.
    • NetApp Client Event Manager, GxEvMgrC. Runs on all CommCell computers and uses TCP port 8402.

    See Services - Advanced for details.

  3. Verify connectivity by entering this line at the Windows command prompt on the client computer:

    C:\>software_installation_directory\Base\cvping "MediaAgent_client_name" -UseIPv4 -Port port_num

    The client can reach the MediaAgent if the cvping command returns "Connection successful".

    Refer to Firewall - Getting Started - Overview for information on opening ports and ensuring that the Firewall is properly configured to allow SnapProtect components to connect as required.

  4. If there is no firewall, and no ports are blocked between the Client and MediaAgent, and the problems persist, please check your network to ensure that the client can communicate with the MediaAgent.

IND0003: Error Code [14:72], "Out of cache space after trying to free...blocks in cache area..."

Symptom

Receiving this Job Pending Reason error code [14:72]:

Out of cache space after trying to free nnn blocks in cache area area_name.

Resolution

Free up space on the drive that holds your index cache, or move your index cache to a different location (see Moving the Index Cache Directory).