Gathering logs for troubleshooting the Backup Exec Deduplication Option

Article:TECH136441  |  Created: 2010-01-07  |  Updated: 2012-08-08  |  Article URL http://www.symantec.com/docs/TECH136441
Article Type
Technical Solution


Subject

Issue



Gathering logs for troubleshooting the Backup Exec Deduplication Option


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 short version of this document.  If you need a more detailed version with screenshots, see http://www.symantec.com/docs/TECH126170 
 
Deduplication Folder Creation or Folder Discovery Issues (Offline/Undiscovered Deduplication Folders)
 
  1. Edit the C:\Program Files\Symantec\Backup Exec\pd.conf file using wordpad
  2. Change #LOGLEVEL=0 to LOGLEVEL=10 (note removal of # to uncomment the line)
  3. Find the lines are not commented from pd.conf file(Path where the pdplugin.log files is stored)
    # Windows:
    # DEBUGLOG = C:\pdplugin.log
  4. Change # DEBUGLOG = C:\pdplugin.log to DEBUGLOG = C:\Program Files\Symantec\Backup Exec\logs\pdplugin.log
  5. Save and close the pd.conf file.

Note: Changes to the pd.conf file become effective in a few seconds.

  1. From the Backup Exec User Interface, go to the Tools/Support Utilities/Run the Debug Monitor for active debugging menu option.  
  2. Select Job Engine, RAWS, Agent Browser... Backup Exec Server... Device and Media... and Capture to file are selected.
  3. Go to Tools -> Settings -> Device and Media.  Select Verbose logging.
  4. Attempt to create the Deduplication Folder.
 
Important: When troubleshooting is complete, change the pd.conf file back to the way it was originally (with the LOGLEVEL=0 line commented out) to keep the logs from filling up the disk.
 
Gathering Files
 
From the Backup Exec User Interface, go to the Tools/Support Utilities/Run the Gather Utility...
Select the Backup Exec Base Logs , Backup Exec service crash logs and Backup Exec Deduplication and OST logs options.
 
Deduplication Folder Usage Issues
 
Leave the C:\Program Files\Symantec\Backup Exec\pd.conf file alone unless specifically directed to change it.
 
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 are selected.
Go to Tools -> Settings -> Device and Media.  Select Verbose logging.
 
Stop and Restart the services on the media server.
 
Perform the activity that is exhibiting the problem.  Please try to make this as short as possible as the debug logs can grow very quickly and become difficult to transfer and process.
 
Gathering Files
 
From the Backup Exec User Interface, go to the Tools/Support Utilities/Run the Gather Utility...
Select the Backup Exec Base Logs and Backup Exec Deduplication and OST logs options.
 
Troubleshooting GRT Backups (in cases where GRT backups are failing, but non-GRT backups are working)
 
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.
If the problem relates to using Granular Restore Technology, then use Regedit to browse to the HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\PureDisk\PDVFS key and create a new DWord Value named DebugLevel and set its value to 3.  (Max is 6 but the logs get big really fast).
 
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 are selected.  Go to Tools -> Settings -> Device and Media.  Turn off verbose logging.
 
Stop and Restart the services on the media server.
 
Perform the activity that is exhibiting the problem.  Please try to make this as short as possible as the debug logs can grow very quickly and become difficult to transfer and process.
 
Important: When troubleshooting is complete, delete the PDVFS DebugLevel registry key to keep the log files from filling the disk.
 
Note:  The DebugLevel key only affects warning and informational log messages.  Error messages are always logged to the PDVFS log file regardless of the settting of the DebugLevel key.
 
Gathering Files
 
From the Backup Exec User Interface, go to the Tools/Support Utilities/Run the Gather Utility...
Select the Backup Exec Base Logs and Backup Exec Deduplication and OST logs options.

Remote Agent Deduplication (RAD) Issues
 
Gather all the logs for troubleshooting Deduplication Folder Usage Issues on the Media Server as well as the server where the RAD is located.
 
Since there is no user interface at the remote server, the Debug Monitor for active debugging utility has to be run separately.  It is the C:\Program Files\Symantec\Backup Exec\RAWS\sgmon.exe program.  The Gather Utility also has to be run separately.  It is the C:\Program Files\Symantec\Backup Exec\RAWS\vxgather.exe program.

 




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355323


Article URL http://www.symantec.com/docs/TECH136441


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