Gathering logs for troubleshooting the Backup Exec Deduplication Option - Detailed.

Article:TECH126170  |  Created: 2010-01-02  |  Updated: 2013-01-02  |  Article URL http://www.symantec.com/docs/TECH126170
Article Type
Technical Solution


Subject

Issue



Gathering logs for troubleshooting the Backup Exec Deduplication Option - Detailed.


Solution



When troubleshooting issues with the Backup Exec Deduplication Option, your Symantec Support technician may request additional logs in order to diagnose the problem.  This document outlines the process for setting Backup Exec up to gather those logs.

This is the detailed version of this document.  For a more concise version of this document without the screenshots, see www.symantec.com/docs/tech136441

There are several different scenarios in which logs might be gathered.  Logs must be gathered from different locations depending on how the Deduplication Option is being used.  Please skip to the scenario that most closely represents your environment.

Scenarios:
  • Deduplication Folder Creation
  • Deduplication Folder Usage
  • Deduplication with GRT
  • Remote Agent with Direct Access Usage
Deduplication Folder Creation or Folder Discovery Issues (Offline/Undiscovered Deduplication Folders).
 
From the Backup Exec User Interface, go to the Tools > Support Utilities > Run the Debug Monitor for active debugging.
 
In the Debug Monitor screen, check the boxes for "Job Engine, RAWS, Agent Browser", "Backup Exec Server", "Device and Media", "Third party debug output", and "Capture to file".
 
 
 
 
From the Debug Monitor's Tools/Settings menu, check the "Enable verbose logging" setting in the Device and Media section.
 
 
 
Edit the pd.conf file in the Backup Exec server's program directory (which is C:\Program Files\Symantec\Backup Exec" by default).  Change the # LOGLEVEL line to LOGLEVEL = 10.
 
 
 
Important: When troubleshooting is complete, change the file back to the way it was originally to keep this log from filling up the disk.
 
Create the deduplication folder.  
 
If the problem creating the deduplication folder occurs immediately, skip the next step.
 
Restart the services to complete the creation of the deduplication folder.
 
Skip to the Files that need to be sent to your Symantec Technical Support representative for analysis section for a list of files that will be needed for troubleshooting this issue.
 
 
Deduplication Folder Usage:

 
Perform the diagnostic configuration steps from Deduplication Folder Creation Issues above (except for the change to the pd.conf file) up to the point where it tells you to create the deduplication folder.  Then...
 
Stop the Backup Exec Services from the Backup Exec user interface using the Tools/Backup Exec Services dialog.
 
 
Start the Backup Exec Services from the Backup Exec user interface using the Tools/Backup Exec Services dialog.
 
Perform the operation that is being analyzed.  These settings create very large log files.  For a backup operation, try to back up as small a backup set as possible that still reproduced the issue.
 
Skip to the Files that need to be sent to your Symantec Technical Support representative for analysis section for a list of files that will be needed for troubleshooting this issue. 
 
 
Troubleshooting GRT Backups (in cases where GRT backups are failing, but non-GRT backups are working).
 
 
From the Backup Exec User Interface, go to the Tools/Support Utilities/Run the Debug Monitor for active debugging menu option.  Select Job Engine, RAWS, Agent Browser... Backup Exec Server... Device and Media... and Capture to file.  Go to Tools-> Settings -> Device and Media.  Turn off verbose logging.
 
Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.
 
Open the Registry Editor using Start-Run-Regedit
Browse to the HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\PureDisk\PDVFS key.
 
 
 
Right Click on the PDVFS key and choose to create a new DWord Value and give it the name DebugLevel.
Right Click on the new DebugLevel value.  Choose the Modify option and set the value to 3.
The DebugLevel value will need to be set to 6 or 7 to capture the VMware Stream handler statements. This will generate a VERY large debug log, use level 3 unless advised by technical support.
 
 
 
Important: When troubleshooting is complete, delete this key to keep the PDVFS log files from filling up the disk.
 
From the Backup Exec Services Manager, Start all the services again by choosing the "Start all services" button.
 
 
 
 
Perform the operation that is being analyzed.  These settings create very large log files.  For a backup operation, try to back up as small a backup set as possible that still reproduced the issue.
 
Skip to the Files that need to be sent to your Symantec Technical Support representative for analysis section for a list of files that will be needed for troubleshooting this issue.
 

Remote Agent Deduplication (RAD) Issues:
 
When troubleshooting RAD issues, diagnostic files need to be gathered from both the media server and the remote systems.  Follow the procedure for gathering files on the media server as described above in Deduplication Folder Usage Issues.  Then perform the same steps to configure the diagnostic files on the remote server.  
Since there is no user interface at the remote server, the Debug Monitor for active debugging utility has to be run separately. On the remote server, browse to the Backup Exec server's program directory (which is C:\Program Files\Symantec\Backup Exec\RAWS" by default).  Double click on sgmon.exe to launch the Debug Monitor for active debugging and vxgather.exe for the Gather Utility.
 
Perform the operation that is being analyzed.  These settings create very large log files.  For a backup operation, try to back up as small a backup set as possible that still reproduced the issue.
 
Skip to the Files that need to be sent to your Symantec Technical Support representative for analysis section for a list of files that will be needed for troubleshooting this issue.
 
Files that need to be sent to your Symantec Technical Support representative for analysis
 
From the Backup Exec User Interface, go to the Tools/Support Utilities/Run the Gather Utility...  Select the Backup Exec Base LogsBackup Exec service crash logs  and Backup Exec PDDE and OST logs options.  Gather the files and send the resulting file to your technical support representative.  Remember to get the files from the remote server as well if you are troubleshooting a RADA issue.  Note that files larger than 10MB can not be e-mailed to Symantec and must be uploaded to the Symantec Technical Support FTP site.
 
Important: Remember to turn off all the extra logging.  Leaving it enabled will slow down the system and quickly fill the disk.
 

 




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