Tools and Utilities for CommCell Troubleshooting - How To

Table of Contents

Disabling Remote Troubleshooting

The Remote Troubleshooting settings allow our Enterprise Support Team to help you troubleshoot problems with your SnapProtect software. However, you can disable Remote Troubleshooting, if you prefer.

  1. On the CommCell Console ribbon, click Home > Control Panel.
  2. Click Cloud Metrics Reporting.

    The Cloud Metrics Reporting dialog box appears.

  3. On the General tab, clear the Allow Remote Troubleshooting check box.
  4. Click OK.

Using GxTail to Analyze a Job Failure

GxTail is a real-time log monitoring and analysis tool included in the <Software Installation Path>\Base directory.

Follow these steps to analyze a log file for a job failure:

  1. On the CommServe computer, navigate to the <Software Installation Path>\base directory and double-click GxTail.exe.
  2. Click Tools > Log File Sequencer.

    You can use the Log File Sequencer if Operations Manager is installed on the CommServe. For more information, go to Operations Manager.

  3. Optional: Enter any combination of Job ID, Process ID and Thread ID. The sequenced result contains only messages that have the parameter values you entered. The implied relationship between these parameters is a logical "and".
  4. Select one or more of the following options::
    • Use “Galaxy Send Log Files” Compressed fileSelect this option to view the files compressed into a CAB (cabinet) or zip file. If the file was sent to you using the Send Log Files option, the Log File Sequencer extracts and loads the contained files.
    • Use info file (Takes the parent directory Only))

      Select this option to use the .info file in the log files location to adjust the time zone difference between the CommServe and the clients.

    • Extract Performance counter logs

      Select this option to view and identify performance issues connected with various operations. During most operations, time is spent to read and/or write from disk or tape. Performance counters measure the time spent on this activity. If this option is selected, the log sequencer scans, sequences and presents a summary of all the performance counters sorted by job.

    • Make Pie Chart

      Select this option to generate a pie chart from performance metrics data contained in the log messages, sorted by Job ID. Click to designate a folder and file name to place the resulting .png file.

  5. Under Input File/Directory, click to browse for the folder that contains the logs to sequence. After selecting the folder, click OK, then click to add the directory to the list.
  6. Click OK in the Log File Sequencer dialog box and also in the GxTail information box.

    • Be sure to include the log files from all machines that are involved in the job, or this tool will not be able to capture all information required to troubleshoot a job.
    • For multi-machine installs, use Send Log Files to collect all log files for all machines that were involved in the job into one directory.

  7. The Log File Sequencer runs and displays any errors highlighted in red.

    The following is an example of how the Log File Sequencer displays the summary of performance counters if you selected Extract Performance Counter Logs:



    Total Time= 350.251224Sec(s) ID = DSBackup Media Write Speed: Job Id = 3668
    Total Time= 26.438252Sec(s) ID = Update Restart Info Time: Job Id = 3668
    Total Time= 25.756995Sec(s) ID = Update Restart Info IndexTime: Job Id = 3668
    Total Time= 4.894654 Sec(s) ID = Commit-Update records Time: Job Id = 3668
    Total Time= 0.804809 Sec(s) ID = UpdateIndex Time: Job Id = 3668
    Total Time= 0.078205 Sec(s) ID = Disk Read time: Job Id = 3668
    Total Time= 0.051822 Sec(s) ID = Pipeline Allocation time: Job Id = 3668
    Total Time= 0.026474 Sec(s) ID = File Open time: Job Id = 3668
    Total Time= 0.026011 Sec(s) ID = Pipeline Write time: Job Id = 3668
    Total Time= 0.009888 Sec(s) ID = Average Query-Insert Time: Job Id = 3668

    No pending cause found for job [3668]

How can I test the scan phase of a backup job without actually running a backup?

Use this procedure to test the scan phase of a backup job, applicable for all file system and file system-like agents. Testing the scan phase allows you to determine which files/objects would be backed up, the number of objects, time taken for scan, etc., based on your backup options and filters.

Use the following steps to test the scan phase of a backup:

  1. Configure the subclient content and filters as desired, in a test backup set.
  2. Run a full backup in such a way that it will fail after the scan phase has completed. One way to do this is to add a post-scan or pre-backup script, on the Subclient Properties (Pre/Post Process) tab, that will exit with an error (e.g., fail_post_scan.bat with the contents exit 1).
  3. The pending job information in the Job Controller window will provide the path of the collect file which contains a list of objects scanned for backup.
  4. Navigate to the collect file on the client to see the list of files and directories that would have been backed up.
  5. After viewing the scan results, kill the suspended job from the Job Controller by right-clicking the job and selecting Kill. Click Yes to confirm.
  6. Make any changes as needed to the content and filters configuration to achieve the desired set of files, and re-run the process.
  7. Once you are satisfied with the configuration, you can apply these changes to a subclient that is used in production and remove the post-scan or pre-backup script.

How can I test a restore without actually restoring data?

Use this procedure to test a restore job without writing to media, applicable for Windows, Unix and Macintosh File System iDataAgents. Testing a restore job allows you to get a list of all files that would be restored without actually restoring them, based on your restore selections and filters.

Use the following steps to test a restore job:

  1. Create a text file on the client that contains a list of all folders/directories to be included in the restore test. The purpose of this map file is to tell the system that you do not want these folders and any data contained within them to actually be restored. Use the following syntax:


    Note that a Windows-based path is used in the above example. The path portion of the syntax will vary by operating system.

  2. Follow the procedure to Restore Data Using a Map File and be sure to select the option to Restore Unmapped Files.
  3. After the test restore job has completed, you can find the list of files/objects that would have been restored in a text file called restore.out residing within a subfolder (corresponding to the Job ID Number) of the Job Results directory on the client.