FAQ for the CommCell Console

How do I obtain the logs to troubleshoot CommCell Console related errors?

When errors occur in the stand-alone CommCell Console application, do the following:

Procedure

1. Delete the existing CommCell Console log (GUILOGGING*_*.txt) file.

2. From the command prompt, execute the following commands:

    
   cd software_installation_path\GUI
   java -jar cv.jar cs.company.com 8401 -oemid=1
       
   

   where cs.company.com is the fully qualified host name of the CommServe client.

3. If the error is not related to Job Controller or Event Viewer, close the Job Controller and Event Viewer windows in the CommCell Console.

4. Prior to initiating the CommCell Console operation which caused the error, press ALT+F8.

   The log output is redirected to the GUILOGGING*_*.txt file.

5. If the CommCell Console does not launch or freezes during any operation, generate the thread dump files for troubleshooting purposes:

   1. Launch the CommCell Console from the command prompt.

   2. Close the Job Controller and Event Viewer windows if the issue is not related to these.

   3. When the CommCell Console freezes, select the command prompt and click Ctrl+Break.

      The thread dump is generated immediately.

6. Email the following output to Customer Support.

   • The entire output from the command prompt

   • CommCell Console logs (GUILOGGING*_*.txt file)

Can I launch the CommCell Console in different languages?

Yes, you can launch the CommCell Console in different languages. For more information, see Language Options.

How can I manually install/upgrade the Java Runtime Environment on my computer?

Open the command prompt window on your client computer, and execute the following command to verify the JRE version installed on your computer:

java -version
    

If the version is lower than the supported Java version, uninstall and reinstall JRE using the following steps:

1. Stop the Commvault services running on the client computer.

2. Uninstall the current JRE version.

3. Install the supported Java version.

4. Start the Commvault Services.

Java SE Platform

How do I increase the Java heap size (runtime memory)?

Use the following command to increase the Java heap size, when launching the CommCell Console from the command prompt:

 
Xms128m -Xmx512m -jar cs.company.com 8401
    

where cs.company.com is the fully qualified host name of the CommServe client.

This will set the initial heap size to 128 MB and maximum heap size to 512 MB.

For more information on the Java heap parameters, go to the Oracle Java website and search on the parameter name: Xmssize or Xmxsize.

How do I clear the Java cache?

For example, on a computer that has Oracle Java 8 or 11 installed, do the following:

1. From the Java Control Panel (General) tab, click Settings.

2. Clear the Keep temporary files on my computer check box.

3. Click Delete Files.

4. Clear the Applications and Applets and Trace and Log Files check boxes, and then click OK.

5. Click OK to save and close the Temporary File Settings dialog box.

6. Click OK to close the Java Control Panel.