Release Notes - Known Issues in Service Pack 5

Whether you are installing this software for the first time, or upgrading from a previous version, please note these important considerations.

The following issues are in addition to the Known Issues in Version 11.

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SnapProtect Software Fails to Be Installed on Windows Clients When Another Software Installation Is Running

If you install the SnapProtect software when another software installation is running, the SnapProtect installation fails, and then generates errors which you can see in the following log files:

  • Commvault_ContentStore_<timestamp>_WindowsFileSystemiDataAgentCore.log:

    MSI (c) (34:F8) [22:02:37:365]: MainEngineThread is returning 1618

  • Install.log:

    ### - Started install/update of package: WindowsFileSystemiDataAgentCore...
    ### - Error: Failed to update File System Core(WindowsFileSystemiDataAgentCore) with error code 0x80070652.
    ### - Set application exit code=[Failed]
    ### - Abort cache package thread. ### - Apply packages completed ... Status = -2147023278
    ### - Error: Installation failed. Please check the logs at [C:\Program Files\CommVault\Simpana\Log Files].
    ### - Set application exit code=[FailedInstallPackage]

To resolve this issue, you must wait until the other software installation finishes. As a best practice, make sure that other installations are not running when you install the SnapProtect software.

Mongo DB fails to Install on Windows Server 2008 (or Earlier Versions)

During the installation of the CommServe software on Windows Server 2008 computers (or earlier versions), the Mongo DB installation fails with the following error:

mongod.exe - Entry Point Not Found: The procedure entry point TryAcquireSRWLockExclusive could not be located in the dynamic link library KERNEL32.dll.

Mongo DB is not supported on computers running Windows Server 2008 or earlier versions. Without the Mongo DB, you cannot add comments and replies on files and folders from the Web Console.

There is no action required for this issue. You can ignore the error message and continue with the CommServe installation.

Remote Installations of Updates Are Not Supported for Stand-Alone CommCell Console Clients

The CommCell Console does not support the installation of updates and service packs on client computers that only have the CommCell Console software installed. To update these CommCell Console clients, you must install the updates locally on the clients by using the installation package or the Download Manager.

This issue will be addressed in a future service pack.

Installing the Web Server on Microsoft Windows Server 2016 Editions Is Not Supported

The Web Server is not supported on Microsoft Windows Server 2016 Editions. To resolve this issue, upgrade your CommCell environment to Service Pack 6 or install the Web Server on another computer.

CommCell Management

CommCell Console as a Web-Based Application Does Not Load After Upgrading the CommServe Computer

After you upgrade the CommServe computer to Version 11 Service Pack 5, you might not be able to run the CommCell Console as a web-based application. This issue occurs when you upgrade from the following SnapProtect versions:

  • Version 10 Service Pack 11 or earlier
  • Version 9 (any service pack)

To resolve this issue, perform the following steps after the CommServe upgrade:

  1. Uninstall the CommCell Console
  2. Delete the GUI folder located in the installation directory: Installation_Directory/PreservedConfigFiles/GUI
  3. Reinstall the CommCell Console.

Download Center Icon Disappears from the Web Console Landing Page

After upgrading to the latest service pack, the Download Center icon might not be visible on the Web Console landing page.

To resolve this issue, you can execute the following QScript on the CommServe computer to re-enable the Download Center icon in your Web Console:

qoperation execscript -sn WebFeatures -si "add" -si "2"

For more information about running QScripts, see Using QScripts on the Command Line.

Backup Agents

1-Touch Recovery Cannot Be Performed Using an End-User Account

You cannot perform 1-touch recovery using an end-user account. To address this issue, download SP5-HotFix 218 on the CommServe computer. You can continue to use an administrator account to perform 1-Touch recovery. For more information, see Using an End-User Account for 1-Touch Recovery (Interactive) and Using an End-User Account for 1-Touch Recovery (Non-Interactive).

1-Touch Recovery for Linux Systems with GPT Boot Disk and BIOS

For Linux systems with GPT boot disk that are booted in BIOS mode (not UEFI), in-place interactive and non-interactive 1-Touch recovery is supported. Out-of-place 1-Touch recovery and Virtualize Me might fail.

SnapProtect Plug-in Does Not Support Backup and Restore of SQL Availability Databases

You cannot back up or restore SQL databases protected by an Availability Group client using the SnapProtect Plug-in for SQL Management Studio.

SQL Server 2012 and 2014 Log Restores to a Database in a Stand-By State May Fail

SQL Server log restores to a database in the stand-by state are affected by a Microsoft issue. Refer to Microsoft Support article Restore Log with Standby Mode on an Advanced Format disk may cause a 9004 error in SQL Server 2008 R2 or SQL Server 2012. As a workaround, perform restores of database and transaction logs using the NORECOVERY option.

MySQL Backup Operation on MariaDB 5.5.37 to 5.5.41 Goes Into Pending State in the Backup Phase

During a MySQL backup operation performed on MariaDB from version 5.5.37 to version 5.5.41, if the size of dump is less than 5 KB, MySQL backup operation goes into pending state in the backup phase.

To resolve this issue, see KB article MSQL0014.

DB2 Log File Backups Fail when Backups Exclude Previously Archived Log Files

You can use the SKIPLOGSINBKPIMG additional setting to Y so that the software excludes previously archived DB2 log files from the backup.

Error Code: [59:39]
Description: Backup operation on database [PROD] could not be completed. Error [0xFFFFFFFF:{ClDb2Agent::GetLogChain(14028)/ErrNo.-1.(Unknown error 18446744073709551615)-HistoryEntryProcess for database failed. Verify that the log files have been backed up to media.}]. Please check the database configurations and ensure that the product's services are running on client, server, MediaAgent and then resume. Source: db2rhel65, Process: ClDb2Agent

To resolve this issue, do the following:

  1. Set the SKIPLOGSINBKPIMG additional setting to N. For instructions on how to modify additional settings from the CommCell Console, see Add or Modify an Additional Setting.
  2. Configure the exclude logs option on the subclient (Subclient Properties dialog box, Content tab, Exclude Logs from Backup Image check box).
  3. Perform the backup.

SAP HANA Pseudo-Clients are Not Upgraded in a Multi-Node Environment

In a SAP multi-node environment, when you upgrade a SAP HANA client from Version 10 to Version 11 Service Pack 5, the SAP HANA pseudo client is not upgraded to o Version 11 Service Pack 5.

To resolve this issue, make sure that you have installed Hot Fix 367 on the CommServe before you begin the upgrade.


Hyper-V node crashes when performing a backup to a LUN that supports 4K sectors

SnapProtect Service Pack 5 includes a changed block tracking (CBT) driver with 4K LUN support. In a Hyper-V cluster environment where not all nodes have been upgraded to SP5 or later, an older driver version that attempts to write 512 byte blocks to a LUN that uses 4K sectors can cause a system crash on the Hyper-V node that is performing the backup.

For more information, see KB article HPV0026.

Block-Level Browse Might Fail to Prune Data in Job Results Folder

For Windows guest VMs, the pseudomount cache in the job results folder that is used for block-level browse operations might not be pruned to remove data that is no longer needed for writes. As a result, the job results folder requires as much free space as the total size of restores. 

Snapshot Management

Inconsistent Volume Backup Occurs Because of Manually Deleted IntelliSnap and Backup Copy Jobs

Applies to: UNIX File System, Windows File System, Oracle, MySQL, and PostGreSQL with block-level backup enabled

If block-level backups are enabled and unmaterialized IntelliSnap or backup copy jobs are manually deleted, the subsequent backup copy job does not include the changes that happened during the deleted IntelliSnap or backup copy job. This could result in inconsistent volume backups. You might not be able to recover the file system or database from the backed-up data.

To resolve this issue, if an unmaterialized IntelliSnap or backup copy is manually deleted, run an immediate full, block-level backup job.

Edge Endpoint Solutions

Data To Process Value Mismatch for Edge Backups During Auxiliary Copy Jobs

If Edge backup data is being processed during the auxiliary copy operation, the values in the Total Data Processed field in the Auxiliary Copy Job Details dialog box might exceed the Total Data to Process field and the auxiliary copy job may keep running at 100%. This issue will be addressed in a future service pack.


Update Reports from Software Store

Some reports no longer work after you upgrade Web Console to Service Pack 5. To resolve this issue, manually update each report on Software Store. For instructions, see Manually Updating Reports on Web Console.

To avoid this problem in the future, we recommend that you set the automatic update option for reports. For instructions, see Configuring Automatic Updates on Software Store.


Analytics Engines Need More Time When Upgrading to SP5

The upgrade process for MediaAgents configured with Analytics Engine can take longer to complete for SP5 than previous service packs. This is because the index will also be upgraded to the latest version.

Analytics Engines that are configured with the following roles are affected:

  • Log Monitoring
  • Edge Drive
  • Review Set, if review sets were created in previous Version 11 service packs
  • Data Analytics
  • Download Center

Some Details are Missing from the Data Analytics Duplicate File Report

In Data Analytics, the Duplicate File Report does not show the correct information for Size of Duplicate Files and Number of Duplicate Files. This issue will be addressed in a future service pack.