Debugging the Desktop and Laptop Option (DLO)

Article:TECH160219  |  Created: 2011-05-17  |  Updated: 2013-04-10  |  Article URL http://www.symantec.com/docs/TECH160219
Article Type
Technical Solution

Product(s)

Issue



The DLO Client cannot connect to the Media Server.  The DLO Client is disabled.  The DLO Client closes right after launch.

The DLO Console on the Media Server gives an error and won't launch or crashes while performing an action.

The DLO Administrative Service will not start or crashes.

The DLO Client push Installation fails for some reason


Solution



Gathering DLO Debug Logs for trouble shooting issues.

The client debug log will help in troubleshooting any client connectivity issues to the server or if it fails to launch at all.

For best results verbose or common logging should be enabled. If the DLO Client is running, click on the “Tools” drop down window, then “Support”, then  Enable common logging” or “Enable verbose logging”. 

Once logging is enabled, Exit the DLO Agent (File/Exit) and then re-launch it.  This will generate a new log for review.  Click on the “Tools” drop down window, then “Support”, then “View support log” and this will open up the log file.  This can be saved out and sent in to support for review.   

In some cases, the DLO Agent will close immediately after launching.  To change the level of logging in this case it has to be done in the registry. 

 

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.

 

Follow this steps to enable common debugging manually.

  1. Run Regedit.exe
  2. Go to: HKEY_CURRENT_USER\SOFTWARE\Symantec
  3. If it does not already exist create a new Key called "Components"
  4. Under Components create a new key called "debugstream"
  5. Under debugstream create a new key called "dloclientu.exe"
  6. Click on the dloclientu.exe key and then in the right pane double click on (Default) and enter 0xEFFFFFFF

When finished the debugging in the registry key should look like this:


This enables common debugging and “0xFFFFFFFF” would be verbose debugging.

In cases like this, the debug log will need to be gathered manually.  The location of the Debug log is:

* On Windows7:
C:\Users\<userName>\AppData\Local\Symantec\DLO\.settings
 
* On XP:
C:\Documents and Settings\<userName>\Local Settings\Application Data\Symantec\DLO\.settings 

 The file name is DLOClient.log and DLOClient.last.log.

 There are two Debug logs that are on the server that will help with various console issues as well as service issues.

The DLO Admin Service can be thought of as a gateway between the DLO Console and the SQL database. If the service has any issues or if the console cannot connect to the DLO Database this Debug log will help troubleshoot those issues.  The DLO Admin log is found here:

“C:\Program Files\Symantec\Backup Exec\DLO\logs”

The file name is “dloadminsvcu.log” and “dloadminsvcu.last.log”

The DLO Console log can be put in common logging or verbose logging like the Client log.  click on the “Tools” drop down window, then “Support”, then  “Enable common logging” or “Enable verbose logging”. You can also open and review and save the log from this option by clicking on “View support log…”.

If the DLO Console fails to load, verbose and common logging can be enabled in the registry.

  1. Run Regedit.exe
  2. Go to HKEY_CURRENT_USER\SOFTWARE\Symantec
  3. If it does not already exist create a new Key called "Components"
  4. Under Components create a new key called "debugstream"
  5. Under debugstream create a new key called "dloconsoleu.exe"
  6. Click on the dloconsoleu.exe key and then in the right pane double click on (Default) and enter 0xEFFFFFFF


When finished the debugging in the registry key should look like this:

This enables common debugging and “0xFFFFFFFF” would be verbose debugging.

The DLO Console log can be found in the currently logged in users folder.

C:\Users\%USERNAME%\AppData\Local\Symantec\DLO\Logs 

File names are “dloconsoleu.log” and “dloconsoleu.last.log”

To enable debugging for the DLOAdmin Service and the DLO Maintenance Service for 32Bit Servers follow these steps.

  1. Run Regedit.exe
  2. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Symantec
  3. If it does not already exist create a new Key called "Components"
  4. Under Components create a new key called "debugstream"
  5. Under debugstream create a new key called "dloadminsvcu.exe"
  6. Under debugstream create a new key called "dlomaintsvcu.exe"
  7. Click on the dloadminsvcu.exe key and then in the right pane double click on (Default) and enter 0xEFFFFFFF
  8. Click on the dlomaintsvcu.exe key and then in the right pane double click on (Default) and enter 0xEFFFFFFF

When finished the debugging in the registry keys for a 32bit Server should look like this:

 

To enable debugging for the DLOAdmin Service and the DLO Maintenance Service for 64Bit Servers follow these steps.

  1. Run Regedit.exe
  2. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec
     
  3. If it does not already exist create a new Key called "Components"
  4. Under Components create a new key called "debugstream"
  5. Under debugstream create a new key called "dloadminsvcu.exe"
  6. Under debugstream create a new key called "dlomaintsvcu.exe"
  7. Click on the dloadminsvcu.exe key and then in the right pane double click on (Default) and enter 0xEFFFFFFF
  8. Click on the dlomaintsvcu.exe key and then in the right pane double click on (Default) and enter 0xEFFFFFFF

When finished the debugging in the registry keys for a 64bit Server should look like this:

The DLO Admin Service and Maintenance Service logs are located in the following folder:

X:\Program Files\Symantec\Backup Exec\DLO\Logs

 

Debugging Push Install issues can be enabled with the following Registry key: 

  1. Run Regedit.exe
  2. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec
  3. If it does not already exist create a new Key called "Components"
  4. Under Components create a new key called "debugstream"
  5. Under debugstream create a new key called "DLORemInstDlgs.dll
  6. Click on the DLORemInstDlgs.dll key and then in the right pane double click on (Default) and enter 0xEFFFFFFF

 

The DLORemInstDlgs.log file is also located in the following folder:

X:\Program Files\Symantec\Backup Exec\DLO\Logs




Article URL http://www.symantec.com/docs/TECH160219


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