How to enable Backup Exec Debugging for Windows

Article:TECH204379  |  Created: 2013-03-27  |  Updated: 2014-05-09  |  Article URL http://www.symantec.com/docs/TECH204379
Article Type
Technical Solution


Subject

Issue



How to enable Debugging to troubleshoot a Windows Server backup\restore

Includes: File (Flat File), System State, Shadow Copy, DFS, and DFSR

This does not cover additional Database Agents. For additional agents and options please refer to: www.symantec.com/docs/TECH202075 


 


Solution



 *** If debug level logging is being performed without the assistance of a Symantec Technical support representative review article# TECH202075, perform the Before a debug steps and review the specific agent & option instructions appropriate for the issue.
 

There are two primary methods to setup Backup Exec debug level logging:

  • Through SGMON utility
  • Through the registry editor

 Depending upon the nature of the issue a Symantec Technical support agent will advise which method to use.

Note: Debugging that occurs through the SGMON/Services applet is often temporary and cycling the services or rebooting the machine will stop the debugging. Debugging configured through the Windows Registry allows for continuous debugging. Leaving the services in debugging mode will cause the logs to build up. For this reason, it is advisable to either take the services out of debugging mode when the problem is resolved, delete the older debug files, or configure the logs directory to be compressed. Please keep this in mind when determining which method of debugging to perform on a system.

Using SGMON utility method:

Set Debug on the Backup Exec (BE) server and the Remote Windows server: 
Open Debug Monitor on each server. For more detail on Debug Monitor see - http://www.symantec.com/docs/HOWTO11932

  1. On the BE server:
    1. Select the following items from the main screen of Debug Monitor: Job Engine, RAWS, Agent Browser, Backup Exec Server, Device and Media, Catalog, Capture to File.
    2. Click Clear Log.
    3. Inside the Tools\Settings dialog, select Job Engine & Remote Agent on the left. Then select Enable Job Engine and Remote Agent Debug outside of SGMon. (Note this will remain in debug mode until this option is turned off)
  2. On the Remote Windows server:
    1. Select the following items from the main screen of Debug Monitor: RAWS, Capture to File.
    2. Click Clear Log.
    3. Inside the Tools\Settings dialog, select Job Engine & Remote Agent on the left. Then select Enable Job Engine and Remote Agent Debug outside of SGMon. (Note this will remain in debug mode until this option is turned off)
  3. Run the job and reproduce the issue. 
    1. Select the smallest job that will reproduce the problem.
    2. Run this while no other jobs are running, if possible.
    3. Wait for the error to occur.
  4. Collect and send the logs:
    1. Run the SymHelp Tool (formerly the BE Support Tool) on each server to collect and send logs. More detail on this tool can be found in http://www.symantec.com/docs/TECH126539
    2. Be sure to select Full logs for support 
    3. After the Tool has completed the upload of logs from each server to the FTP site, Save and send the Job Log of the job by replying to the Symantec Technician Email or posting it to the case at www.MySymantec.com
  5. Debugs should be turned off after the issue is resolved and the logs can be deleted. Each step of the debugs mentioned above need to be undone. 
     

Notes about the logs:

The logs are created under -

BE Server - Program Files\Symantec\Backup Exec\Logs
Remote servers - Program Files\Symantec\Backup Exec\RAWS\Logs

The following logs create a new file each time BE services restart/debug is turned on:

ServerName-BEngine##.log      

ServerName-BERemote##.log  

The following logs append (single log file):

ServerName-SGMon.log

  
Using the Registry Editor:
 
 
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.

To enabled debugging

On both the Backup Exec Server & Remote agent systems:

1. Stop all Backup Exec for Windows Servers services

2. Run REGEDIT.EXE

3. Browse to HKey_Local_Machine\Software\Symantec\Backup Exec for Windows\Backup Exec\Engine\Logging

4. Change the value of CreateDebugLog to 1 to enable debug logging

5. Quit the registry editor

6. Start the Backup Exec for Windows Servers services

 

 To disable debugging

On both the Backup Exec Server & Remote agent systems:

1. Stop all Backup Exec for Windows Servers services.
 
2. Run REGEDIT.EXE
 
3. Browse to HKey_Local_Machine\Software\Symantec\Backup Exec for Windows\Backup Exec\Engine\Logging
 
4. Change the value of CreateDebugLog from 1 to 0 to disable debugging.
 
5. Quit the registry editor.
 
6. Start the Backup Exec for Windows Servers services.

 

To collect the logs for support:

After the Backup Exec Job Engine and Backup Exec Remote Agent for Windows Servers service are started, two log files will be created in the Backup Exec \Logs directory, which is located in one of the following locations (by default):
 
Backup Exec media server:
   Directory =  \Program Files\Symantec\Backup Exec\Logs 
   Filenames = <ServerName>-BENGINExx.Log
 

Backup Exec remote servers:
   Directory =  \Program Files\Symantec\Backup Exec\RAWS\Logs by default.
   Filename =  <ServerName>-BEREMOTExx.LOG
 
Please provide the logs with the most appropriate modified date and time and the corresponding job log(s) from the Backup Exec console for review.

Follow step 4 in the Using SGMON utility method to gather logs.





Article URL http://www.symantec.com/docs/TECH204379


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