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Restoring Altiris Recovery Solution 6.2

Created: 01 Aug 2012 • Updated: 20 Aug 2012 | 7 comments

Hi All,

It's been a while since I've had to do anything with Altiris so I'm a little rusty.

We had a major failure of the windows installation on our Altiris Recovery Solution Server. All the SQL services and Altiris services got messed up. It appears as if the Altiris Recovery Solution Server service was working as it was still taking snapshots, however the Notification Server was corrupt and so was the entire IIS configuration so we couldn't manage anything. Now we need to do a restore so this evening I've worked through the following:

1. Repair installation of Altiris Notification Server 6.0 SP3 - this somehow crashed Altiris Recovery Solution and we could no longer start the service. In addition it didn't fix the IIS or the Notification Server configuration. Copious XML and "Thread" error messages were displayed during the repair.

2. Uninstalled Notification Server 6.0 SP3 then reinstalled it, pointing it to the existing Altiris database. This partially restored the IIS configuration (the NS bits but not the RS bits like the WBFR site for web recovery. However the IIS base loaded with only the shortcut tabs and nothing else. The Altiris Recovery Solution Server service still would not start.

3. Uninstalled Notification Server and Altiris Recovery Solution Server. Deleted the databases from SQL. Reinstalled Notification Server 6.0 SP3 with the same settings as before. Restored the database from the SQL backup and YES! I get the full console, and it's showing all the client data, listing their last snapshot dates, etc.

4. Installed Recovery Solution 6.2. This is where things get a bit lost. The installation says it completes successfully and I've restored the AeXRSDatabase in SQL. However, it didn't create the two RS services, so there was nothing to start. I thought perhaps this was because I needed to install it as a cluster, but NS says the cluster already exists.

So that's where I am, a little lost. Is there an official procedure to restore Altiris Recovery Solution 6.2 which would help me here? Does anyone have any suggestions?

Thanks and regards,

Jonathan

 

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KSchroeder's picture

Tough situation! But I think you're almost back in business. You need to uninstall the Recovery Server from the cluster, then reinstall it and should be good to go. That will get the rs services restored.

Thanks,
Kyle
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Jonathan L's picture

Hi Karl, unfortunately that's what I've done. As mentioned it states "Installation Successful" but the two RS services never appear in the services applet. :(

 

KSchroeder's picture

Check the aexcrss(?).log file for any errors that might be occurring.

Thanks,
Kyle
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KSchroeder's picture

Sorry I was posting from my phone earlier so wasn't very specific or verbose.  There should be a file AeXCRSS.log either in the Windows\Temp directory or the Program Files\Altiris\Recovery Solution\Server directory with details about what the install did.  You can extract the installation command line options, or just run the RS Agent installer MSI directly and choose the options you want (including running the .msi with /l*v C:\temp\rsinst.log).  It should give you more details about why the install is failing.  If you run the MSI manually, the log will be in the %userprofile%\temp directory; else from the agent in C:\Windows\Temp.

Thanks,
Kyle
Symantec Trusted Advisor

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Jonathan L's picture

Hi Karl,

Thanks for your continued help.

I've uninstalled RS and Reinstalled again, this time with verbose logging.

I noted that along with the services, it was also failing to create the Client Recovery Server folder within the Notification Server folder (ie, no exe files such as aexvault were being created).

It still stated the installation was successful and the NS seems to be reporting fine with clients, snapshot dates, etc, but obviously without the RS services started it simply states no storage clusters available to recover data.

I'm not sure what to look for in the log file so I've attached it to this reply. I really appreciate your assistance here.

Thanks and regards,

Jon

 

AttachmentSize
AexRS.zip 87.84 KB
Jonathan L's picture

Hi Karl,

Just to let you know that I found the problem- it was a simple thing in the end; I just needed to remove the entry for the cluster from the RS.Servers table, then the reinstallation completed ok. Thanks for pointing me to use verbose logging as I wouldn't have found the problem without that!

I'm now having a problem recovering an end users data. There is no FSR available so my only option is to use Web Recovery. The zip file seems to complete too early and when I go to unzip it a message pops up saying "Zip File Corrupted" and only half the data in the folder I chose to restore is there (I even tried just some very small folders, some completed, some errored.

Have you come across that before and is there a way to resolve the issue?

Thanks again for your help.

Jon

 

Jonathan L's picture

Got the data restored in the end by installing the client on another laptop then recovering the data through windows explorer.

So clients can now back up and restore, but I'm left with one remaining problem in that I cannot access the cluster server through notification server so I can't view space/policies or start jobs.

If I click on the cluster server under "Recovery Solution Cluster Configuration" I get the following displayed in the right pane:

 

Server Error in '/Altiris/RecoverySolution' Application.

Input string was not in a correct format.

Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.FormatException: Input string was not in a correct format.

Source Error:

An unhandled exception was generated during the execution of the current web request. Information regarding the origin and location of the exception can be identified using the exception stack trace below.

Stack Trace:

[FormatException: Input string was not in a correct format.]
   System.Number.ParseInt32(String s, NumberStyles style, NumberFormatInfo info) +0
   System.Int32.Parse(String s) +38
   System.Diagnostics.PerformanceCounterLib.GetStringTable(Boolean isHelp) +381
   System.Diagnostics.PerformanceCounterLib.get_NameTable() +68
   System.Diagnostics.PerformanceCounterLib.get_CategoryTable() +885
   System.Diagnostics.PerformanceCounterLib.GetPerformanceData(String[] categories, Int32[] categoryIndexes) +56
   System.Diagnostics.NtProcessManager.GetProcessInfos(PerformanceCounterLib library) +147

[InvalidOperationException: Couldn't get process information from remote machine.]
   System.Diagnostics.NtProcessManager.GetProcessInfos(PerformanceCounterLib library) +248
   System.Diagnostics.NtProcessManager.GetProcessInfos(String machineName, Boolean isRemoteMachine) +142
   System.Diagnostics.ProcessManager.GetProcessInfos(String machineName) +37
   System.Diagnostics.Process.EnsureState(State state) +271
   System.Diagnostics.Process.get_ProcessName() +16
   Altiris.NS.ItemTaskManagement.ItemTaskManager.InAeXConfig()
   Altiris.NS.ItemTaskManagement.ItemTaskManager.Start(Guid taskGuid, Hashtable taskArgs)
   Altiris.NS.ItemTaskManagement.ItemTaskManager.Start(Guid taskGuid)
   Altiris.RecoverySolution.ClusterItem.CheckServersAvailability(Boolean bForceRefresh) +609
   Altiris.RecoverySolution.UI.Settings.SrvServerList.Page_Load(Object sender, EventArgs e) +105
   System.Web.UI.Control.OnLoad(EventArgs e) +55
   System.Web.UI.Control.LoadRecursive() +27
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Control.LoadRecursive() +90
   System.Web.UI.Page.ProcessRequestMain() +750

Anyone know how to fix that? :(

Thanks again

Jon