Troubleshooting

Table of Contents

CommCell Reports

RPT0003: Non-English PDF attachments appear corrupt

File Distribution and Analysis Charts Do Not Appear for Primary Storage Reports

If the file distribution and analysis charts do not appear for Primary Storage Reports, it is possible that the MediaAgent has not been upgraded from version 9. To resolve this problem, upgrade the MediaAgent to version 10. The File Distribution and Analysis charts will display data for any new jobs completed after the MediaAgent is upgraded.

Reports Do Not Generate

If reports do not open after you click Run, the IIS port number for reports might have been changed. If the IIS port number for reports has been changed, you must update the default URL for reports in the CommCell Console.

To change the default URL for reports:

  1. Verify the port number in IIS.
  2. In the CommCell Console, click the Configuration tab, and then click Email and Web Server.

    The E-Mail and Web Server Configuration dialog box appears.

  3. Click the Web Server tab.
  4. In the Report Default URL box, enter the new port number that is specified in IIS and the rest of the default URL.

    For example:

    http://commcell1:89/reports

  5. Click OK.

Text Output for Reports Opens with Corrupt Characters

For Classic Reports that are generated using Non English CommCells, the text output with tab delimiters opens with corrupt characters. To avoid this problem, generate the report with comma delimiters.

If you received the report in an email, or you want to open a report that was already saved with tab delimiters, you must first save the report as a text file, and then import it into Microsoft Excel.

To open a report so that characters display properly:

  1. In the CommCell, click the Reports tab, and then click one of the reports buttons.
  2. On the Output tab, select Output Format: Text, and then click Run.

    A message appears that asks if want to Open or Save the report.

  3. Click Save.
  4. From the Save as type list, select All Files.
  5. In the File name box, enter a name for the report with the .txt file extension, and then click Save.

    For example:

    BackupReport1.txt

  6. Open Microsoft Excel.
  7. Click the Data tab, and then click From Text.

    The Import Text File dialog box appears.

  8. Select the saved report, and then click Import.

    The Text Import Wizard appears.

  9. Click Next.
  10. Click Next.
  11. Click Finish.

    A message appears that asks where you want to put the data.

  12. Click OK.

    The report data appears in the worksheet.

Schedules for Deprecated Reports Remain After Upgrade

After a CommCell has been upgraded to version 10, schedules and templates for deprecated Primary Storage Reports (formerly SRM reports) remain in place. If the report no longer exists in version 10, you must delete the scheduled reports and report templates before the upgrade. If you do not delete the report schedules and templates before the upgrade, you can delete them after the upgrade is complete.

To delete templates for deprecated reports after an upgrade:

  1. In the CommCell Browser, expand Reports | My Reports | Primary Storage Reports.
  2. Right-click the report that you want to delete, point to All Tasks, and then click Delete.

    A message appears that asks whether you want to delete the report.

  3. Click Yes.

To delete schedules for deprecated reports after an upgrade, see Deleting a Schedule.

CommCell Readiness Report Error Codes and Solutions

The following error codes are included in the CommCell Readiness report. The following table lists the recommended actions if these error codes are received:

Error Code Action to be Taken
Ready. No action is required.
Source could not start the command. Check the network settings on the source computer.
Destination could not start the command. Check the network settings on the destination computer.
CommServe could not resolve the client name. Check the DNS settings for the client computer and make sure that you can ping the client from the CommServe.
Source could not resolve the destination. Check the connectivity between the source and destination computers in this message and make sure that you can pick these computers from one another.
Destination could not resolve the source. Check the connectivity between the source and destination computers in this message and make sure that you can pick these computers from one another.
Services on destination are down. Make sure that the necessary services are up and running on the destination client computer.
Services on source are down. Make sure that the necessary services are up and running on the source client computer.
Connect failed. Check the connectivity between the source and destination computers in this message and make sure that you can ping these computers from one another.
Connect timed out. Check the connectivity between the source and destination computers in this message and make sure that you can ping these computers from one another.
JobResult Folder has low capacity. Increase capacity or change value of nJOBRESULTS_MIN additional setting.
IndexCache Folder has low capacity. Increase capacity or change value of nINDEXCACHE_MIN additional setting.
Base Folder has low capacity. Increase capacity or change value of nGALAXY_MIN additional setting.
Temp Folder has low capacity. Increase capacity or change value of nGALAXYTEMP_MIN additional setting.
iDataAgent Folder has low capacity. Increase capacity or change value of nIDA_MIN additional setting.
Authentication failed. Make sure that the client password in the Database matches with one another in the client registry.
Firewall connect failed. Source client <n> is not listed in the firewall config file. Make sure that the firewall config file is correct and check if this client is listed in the file.
Internal error occurred. Please retry the operation. An internal error has occurred. Please try this operation. If this continues to happen, contact your software provider.
MediaAgent <n> is offline. Make sure that the necessary services are running, the MediaAgent is enabled, and the MediaAgent is reachable from both the CommServe and the clients.
Library <n> is offline. Make sure that the library is turned on, is enabled, and the hardware is functioning properly.
Library Controller for the library <n> is offline. Make sure that the library controller MediaAgent is up and running.
Drive pool <n> is offline Make sure that the drive pool is enabled and all the drives in this drive pool are functional.
Stand alone media for the library is not ready. Make sure that the media that is loaded into the standalone library is the correct media for the data protection operation that is scheduled for the evening.
Media capacity is low or the mount path is below the watermark. Make sure that there is more space on media in the library or in the mount path than reserved space, plus the size of the last job's written data for the subclient backup job that is scheduled to run in the evening.

General

Reports Are Not Printing in Color

This might occur for the following reason:

Causes:

  • If the Internet Explorer browser setting Print background colors and images is not enabled. 

Solution:

  1. Start Internet Explorer.
  2. Choose Tools - Internet Options.
  3. Click the Advanced tab.
  4. Under the Printing heading, select the Print background colors and images check box. 
  5. Click Apply, and then click OK.

Need to Open Reports in a Separate Browser Window (Need to Open Reports in the Same Browser Window)

This might occur for the following reason:

Causes:

  • If the Internet Explorer browser setting Reuse windows for launching shortcuts is selected, reports open in the same browser window.
  • If the Internet Explorer browser setting Reuse windows for launching shortcuts is deselected, reports open in a separate browser window.

Solution:

  1. Start Internet Explorer.
  2. Choose Tools - Internet Options.
  3. Click the Advanced tab.
  4. Choose one of the following:
    • To open reports in a separate browser window, under the Browsing heading, deselect the Reuse windows for launching shortcuts check box.
    • To open reports in the same browser window, under the Browsing heading, select the Reuse windows for launching shortcuts check box.
  5. Click Apply, and then click OK.

Scheduled Reports Do Not Email

If you have Microsoft .Net 4 Framework installed on the CommServe computer, then the system might not be able to Email scheduled reports that are larger than 3 MB.

To resolve this problem, download and install the following Microsoft .Net hotfix:

https://connect.microsoft.com/VisualStudio/Downloads/DownloadDetails.aspx?DownloadID=30226