How to enable Debugging to troubleshoot Agent for VMware Virtual Infrastructure (AVVI) backup\restore issues

Article:TECH63926  |  Created: 2010-01-01  |  Updated: 2013-11-28  |  Article URL http://www.symantec.com/docs/TECH63926
Article Type
Technical Solution


Subject

Issue



How to enable Debugging to troubleshoot Agent for VMware Virtual Infrastructure (AVVI) backup\restore issues

 


Solution



Debug Steps:
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.
 
 
Set Debug on the Backup Exec (BE) server and VM that is part of the issue: 
Note: The vCenter server does not need to have any debugging enabled unless it is determined to be part of the issue.  For most issues only the Backup Exec server and the virtual machine need to be debugged.
 
 
  1. On the Backup Exec Server
    1. Stop all Backup Exec for Windows Servers services
    2. Set the following in the Registry using Regedit.
    3. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Backup Exec for Windows\Backup Exec\Engine\VMware Agent.
      1. Set the value for VMware Agent debug log level to 3
        1. If the key is missing, create a DWord value with a name of: VMware Agent debug log level and then change the value to 3.
      2. Set the value for SymVmTools debug log level  to 3.
        1. If the key is missing, create a DWord value with a name of: SymVmTools debug log level and then change the value to 3.
        2. This value only applies to Backup Exec 2010 R3 (and later versions)
    4. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Backup Exec for Windows\Backup Exec\Engine\Logging
      1. Set the value for CreateDebugLog to 1
    5. Start the Backup Exec for Windows Servers services
  2. On the Virtual Machine (VM) Only for an Application GRT Backup, or any Granular GRT Restore into the VM
    1. Stop all Backup Exec for Windows Servers services
    2. Set the following in the Registry using Regedit
    3. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Backup Exec for Windows\Backup Exec\Engine\Logging
      1. Set the value for CreateDebugLog to 1
    4. Start the Backup Exec for Windows Servers services
  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.
   
 
If logs are requested from the VMWare Host see: How to gather the hostd log and other ESX logs http://www.symantec.com/docs/TECH144919
 
 
 
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  

 




Legacy ID



311459


Article URL http://www.symantec.com/docs/TECH63926


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