PC Transplant Solution troubleshooting and escalation requirements guide

Article:DOC1205  |  Created: 2006-09-11  |  Updated: 2008-08-19  |  Article URL http://www.symantec.com/docs/DOC1205
Article Type
Documentation

Description



Question
PC Transplant Solution Troubleshooting and escalation requirement guide.

Answer

Technical White Paper

Content

Executive Summary

This paper is a guide for troubleshooting and information gathering when working on a technical issue with PC Transplant Solution.

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Escalation Requirements

Escalation Requirements vary slightly depending upon the scope/area the problem is in. The requirements for a problem which is in the automation process will be different than a problem that is in the template.

Please work through the troubleshooting guide and then look at the escalation requirements at the end of each troubleshooting section

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Determining Scope of the Issue

When working with PC Transplant Solution, there are generally three separate areas that issues may be found in. These are the network, the package delivery mechanism, or PC Transplant Solution itself. The first step to troubleshooting a PC Transplant Solution issue is determining which of these three areas the problem is in.

Which Scope?

Is the customer running PC Transplant Solution locally or using Deployment Solution, Notification Server, or a custom script to capture the PC Transplant Solution package?

PC Transplant Solution is being ran manually at the local computer

In this Mode of operation, we know we need only troubleshoot PC Transplant Solution, as there is no other factor involved.

PC Transplant Solution is being ran through some delivery method

Regardless of what delivery Mechanism is used the first thing that should be asked is, Does the same problems occur when I run the PC Transplant Solution package manually?

  • If the problem does occur when running PC Transplant Solution manually, then move to PC Transplant Solution troubleshooting in this document below.
  • If the problem does not occur when running PC Transplant Solution manually then move to troubleshooting delivery mechanisms below.
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Troubleshooting the Delivery System

Once we know that the problem is caused by the delivery system, we need to determine which delivery system the customer is using. The choices that are typically used are; A custom script, Deployment Solution, an HTTP store, and Notification Server.

Regardless of the delivery system being used one of the most common problems is that the account that the customer is using does not have the required rights to migrate the personality. Check the user rights. While a domain admin is not required it is highly recommended.

  • The account must be able to query the domain for a users SID, a normal domain user generally has this right.
  • The account must have administrator rights on the local box. The domain administrator will typically have these rights. If they are not using the domain administrator they will likely have to enable a policy to push the account they are using down to the client administrators group.
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Custom Script

When a customer is using a custom script you need the following information:

  • A copy of the script they are running PC Transplant Solution under
  • When and where are they running the script?
    • At logon, having a customer click a link….
  • Details about the user account
    • What is the user name, domain rights, and local rights.
    • The account being used must have domain rights to query for user SIDs in order to migrate domain users.
    • The account being used must be an admin on the local box to map or create users, or migrate any user other than the logged in user.

Most likely the issue will be with an error in the script, or the rights the user is working with.

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Deployment Solution

When a customer is using deployment solution they can be using a custom script within deployment solution, or they can be using the built in tasks. If using a script within deployment solution the troubleshooting steps will match those in custom scripts. If using built in tasks the same will hold true as Deployment Solution simply generates and runs a script through AClient.

Note: You must run PC Transplant Solution events under a domain account with Administrative rights to the local computer. If you are using the system account or other account without domain privileges or without local administrator privileges then PC Transplant Solution will fail to function correctly.

One thing to keep in mind (through Deployment Solution 6) is that on the PC Transplant Solution package deployment built in event there is no field to specify the user context to run under. You have to do the following:

  • Click on Advanced in the Distribute Personality Wizard.
  • Choose copy directly from file source.
  • Enter the User name and password.
  • This will allow PC Transplant Solution to use those users’ credentials specified in the steps above when applying the PC Transplant Solution package to the local computer.
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HTTP Store

The only additional items to troubleshoot here are make sure port 80 is open, and IIS could be a factor. This feature is not commonly used in PC Transplant Solution.

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Notification Server

This is the least common way for people to work with PC Transplant Solution. The calls have been so far and between that currently a troubleshooting guide is not developed.

PCT Delivery System Escalation Requirements

The following is a list of what is required in the ticket when the troubleshooting suggestions above do not solve the issue, and it needs to be escalated to the PC Transplant Solution Product Specialist

  • A copy of the script the user is running PC Transplant Solution under (If using a script)
  • The User account PC Transplant Solution is running under, and the rights that account has both on the domain and the local box.
  • Detailed Description of the problem, and when in the process of delivery the problem occurs.
  • Any logs that are available for the delivery system. Deployment Solution or Notification Server logs.
  • PC Transplant Solution logs (see generating logs under PC Transplant Solution troubleshooting)

If these issues are related to Deployment Solution or Notification Server delivery systems it is likely that the issue should be escalated to the Notification Server or Deployment Solution product Specialist, as PC Transplant Solution runs fine standalone, but only fails when running through Deployment Solution. The PC Transplant Solution Specialist may need to answer PC Transplant Solution specific questions, but the delivery system specialist is more likely to be able to resolve the issue.

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Troubleshooting PC Transplant Solution Issues

PC Transplant Solution issues can be categorized into one of several categories.

  1. PC Transplant Solution capture results differ from what the customer expected to see.
  2. PC Transplant Solution Deployment Results do not match what the customer expected.
  3. PC Transplant Solution starts, but either stalls (stops making progress) or crashes out.
  4. PC Transplant Solution package is unreadable.

When attempting to troubleshoot these issues be sure that you understand if the capture or deploy is where the failure is occurring. If the data is in the package but not on the drive the approach should be different than if the data was not captured in the first place.

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General items needed to troubleshoot PC Transplant Solution

General Items required for any of these types of issues are

  • PC Transplant Solution Logs (see capturing PC Transplant Solution logs below)
  • PC Transplant Solution Template the customer is using
  • Account Information the customer is running PC Transplant Solution under
  • Source OS and version
  • Destination OS and version
  • Applications being Migrated
    • Source application Version
    • Destination Application Version

PC Transplant Solution logging

PC Transplant Solution can generate as many as 4 log files when creating and deploying PC Transplant Solution packages. There is also an error level switch for PC Transplant Solution 6 that allows for more detailed reporting on errors and warnings.

  • -errorlevel:<level>
    • This switch is only available in PC Transplant Solution 6 and later.
    • Provides more information about the errors that occurred, depending upon the error level set.
      • -errorlevel:1 : This will log generic information about the errors occurring during package capture. This is the default error level if nothing is specified.
      • -errorlevel:2 : This will log errors as well as warnings occurring during capture process.
      • -errorlevel:3 : This will log detailed information about the errors as well as warnings that occur during package capture.
  • -errorlog:<pathname>
    • Defines the path and filename for the error.log file
  • -summary:<pathname>
    • Defines the path and filename of the summary.txt file
  • -migratelog:<pathname>
    • Defines the path and filename of the migration error log file.
  • -Successlog:<pathname>
    • Defines the path and filename to write the success log.

PC Transplant Solution only generates error logs if there is something to report in the log. You will not typically get all logs each time you run PC Transplant Solution, so if one is missing do not worry a great deal about it.

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PC Transplant Solution Capture does not match desired results

When PC Transplant Solution does not capture the content the customer wants the template is of particular interest.

If the customer is using a custom template, do they see the same problem when running with the default template? If the answer is no, then we want to take a very close look at the template. If the answer is yes, then we have a deeper problem and likely need to look at the application .a2i and the customer environment.

Duplicated with custom template only

In this case you have to look at the customer’s template, and see what they are doing in prioritization, or what they are capturing that is causing them to capture something they do not want, or not capture something they do want. The ticket must have details of what the customer is trying to accomplish that is not working.

Ask if the customer is working with any custom .a2i files, or using the defaults. If using custom .a2i files it would be best to get the .a2i file from the customer. Review these files to make sure they are valid, and you may need to get the software for the custom .a2i file from the customer as well.

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Duplicated with default template

In this scenario the first test is to attempt to duplicate the customer’s environment, source and destination computer and duplicate the problem. If you can duplicate the problem the call should be escalated to the PC Transplant Solution product specialist. If you can not note differences between the customers environment and yours until you can duplicate the problem.

Make sure the customer is not using customized .a2i files and if they are get those files and review them. Also get the custom software the .a2i file is migrating.

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PC Transplant Solution Deployment does not match desired results

If it appears that PC Transplant Solution is not migrating something the customer is expecting, please verify that the information that they want migrated is actually in the package. Most of the time something was not correctly selected within the template and results in a file, folder or file type not being correctly captured for migration. This would point back to the capture as the problem instead of the deployment, in which case the template would need to be reviewed.

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PCT Deployment does not Match Package content

When issues of this type are encountered Rights are the most likely problem. Be sure to capture the rights the user is running under, the directory and file data that is missing or placed incorrectly. If it’s being placed incorrectly the template will be needed to determine if a redirect of data is configured that should not be. If this is not the case get the personality package and see if you can duplicate the behavior with their package.

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PC Transplant Solution Stalls, or crashes

In this case the most likely problem is that the source computer or destination computer is fragmented, run a defrag tool on the computer that is crashing or stalling to correct the problem. If that fails check for possible software conflicts with software that is on the system in question but is not typically on other systems that run PC Transplant Solution.

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PC Transplant Solution files not complete

If a PC Transplant Solution file is built but does not appear to be a valid package you can validate the package by using pkgcntnt.exe. To see the command-line options type pkgcntnt.exe /?. If a package is indeed valid, have the customer rebuild the package from the source computer. If the source computer has been imaged there is no way to recover the data from a bad package.

These problems are caused because of network disconnects or fragmented drives on the destination computer. This results in the index of the PC Transplant Solution package not being written correctly, and a corrupt PC Transplant Solution package is created. Basic Network troubleshooting, and a defrag tool should be run on the client.

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PC Transplant Solution product escalation requirements

The following list represents required elements for PC Transplant Solution escalation

  • PC Transplant Solution Logs (see capturing PC Transplant Solution logs above)
  • Version and build of PC Transplant Solution
  • PC Transplant Solution Template the customer is using
  • Account Information the customer is running PC Transplant Solution under
  • Source OS and version
  • Destination OS and version
  • All Command-line options being used regardless of scope used to run PC Transplant Solution
  • Applications being Migrated
    • Source application Version
    • Destination Application Version
  • If custom .a2i files are used
    • A copy of the custom .a2i file
    • A copy of the software which uses the custom .a2i file in both the source and destination version.
  • If the problem is within the registry or with security permissions post migration
    • NTUSER.dat files from both the source and destination computers
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Conclusion

If you attempt everything in this document, and have gathered the pertinent files and information, then the ticket needs to be escalated to the PC Transplant Solution product specialist. Please make sure that all conversations with the customer are appropriately and cleanly placed into the ticket to determine what has already been done to troubleshoot the issue.

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Article URL http://www.symantec.com/docs/DOC1205


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