General Troubleshooting Scenarios

During the mini-setup stage, the following error message appears:

Windows could not complete the installation. To install Windows on this computer, restart the installation.

Only the administrator can run the mini-setup.

1. From the command prompt, go to %systemdrive%\Windows\Panther.

2. Open the diagerr.xml file.

3. Verify that the file displays the following error message:

   EnableLocalUserAccount: Unable to enable local account [Administrator]; status = 0x8c5
   

4. Run the backup operation as the administrator.

5. Perform the offline restore.

When creating the Live CD, you get following error:

Could not contact server, AttachPreInstall failed.

A network card without an IP has more priority.

Change the priority of the NIC card.

1. From the Start menu, click Run.

2. Type ncpa.cpl, and then click OK.

   The Network Connections window appears. In the LAN and High-Speed Internet section, the available connections are displayed.

3. On the Advanced menu, click Advanced Settings, and then click the Adapters and Bindings tab.

4. In the Connections area, move up the connection that you want to give priority.

The system state backup fails.

You cannot perform a system-state backup as a backup operator.

Do one of the following:

• Skip backing up 1-Touch information during system state backups by using the SKIP_1TOUCH_BACKUP additional setting.

• Run the backups using the local system account.

A recovery of a Windows Server 2003 cluster fails.

When the cluster disks were repartitioned, the disk GUIDs for the quorum were changed.

1. View the system event log.

2. If event ID 1034 is in the system event log, refer to the KB 305793 and KB 280425 in the Microsoft Knowledge Base articles on http://support.microsoft.com/.

If you manually reboot the client after the Commvault install, an interactive restore fails.

After the Commvault install, the client IP address is added to the CommServe database and when you initiate the interactive restore with the same IP address and hostname, the restore fails.

1. From the CommCell Browser, go to Client Computers.

2. Right-click the client, and select All Tasks > Release License.

3. Right-click the client, and select All Tasks > Delete.

4. Start the interactive restore.

During an offline restore the CommCell Console displays the following message:

Please check the Windows Server service. Windows share permissions will not be backed up or restored. [[2114] The Server service is not started.

Windows in not running on the target computer. The share permissions are restored automatically during the offline restore.

None. You can ignore the error message.

During a 1-Touch recovery of Windows XP SP2, a full system restore goes into a pending state.

The Windows firewall causes the job to go into a pending state.

When the job state goes to the pending state, complete the following steps:

1. On the command line, type CTRL+C and press Enter.

2. Turn off the firewall on the client.

3. Resume the job from the CommCell Console.

   The restore operation recovers the firewall settings from the backup data.

A restore operation fails.

The TCP Offload Engine (TOE) is enabled.

1. Boot the client computer using the 1-Touch ISO image.

   The StartupGui appears.

2. Press F6.

   The command prompt appears.

3. From the command prompt, type Regedit.

4. Go to HKEY_LOCAL_MACHINE\SOFTWARE\CommVault Systems\Common\1Touch.

5. Right click 1Touch, and then select New > DWORD Value.

6. Specify the value name as nDisableTOE.

7. Right click the nDisableTOE, and specify the a non-zero number in the Value data box.

8. Click OK, and then close the Registry Editor window.

A restore operation fails with the following error message:

Windows returned no error string for error 8004240f

This error occurs when a new partition cannot be created on the unused space on a disk.

To work around this problem, before performing the restore operation, reduce the size of the volume (in MB).

For information on how to reduce the size, see Customizing Disks during 1-Touch Recovery (Dissimilar System Restore).

For information about VDS errors, see Error Codes.

A 1-Touch recovery operation or a system-state backup operation fails.

VDS timed out.

See KB Article OT0064.

The source firmware doesn't match the destination boot firmware.

The firmware on the source is different than the firmware on the destination

1. Verify that the OneTouch.log file is present in the following path.

   X:\CVBMR\OneTouch\Log Files

2. Verify that the ISO booted into the correct firmware:

   1. At the command prompt, run the following command:

      wpeutil UpdateBootInfo

   2. Run the following command:

      reg query HKLM\System\CurrentControlSet\Control /v PEFirmwareType

   If the command returns 0x1, then the PC booted into BIOS mode. If the command returns 0x2, then the PC booted into UEFI mode.

The Distributed Component Object Model (DCOM) component is disabled.

The component is disabled.

From the command prompt, run the following command:

%windir%\system32\msdtc.exe –resetLog

The following message appears on the Windows logon screen after a full system recovery from a backup that contained an activated product key:

 
An unauthorized change was made to Windows. You must retype your Windows Server Product Key to activate the license.

To perform a full system restore of a Microsoft Windows 2008 Server, the administrator must provide the product license key.

To log on to the recovered client, provide the activated product key again in order.

The Windows Management Instrumentation (WMI) service is not recovered after an interactive or non-interactive restore.

If the VSS is not enabled before performing the system state backup, the WMI services cannot be restored using the interactive or non-interactive restore method.

Do one of the following:

• To enable VSS for system state backups, see Configuring System State Backups.

• To restore WMI services, complete the following steps:

  1. Browse the default subclient.

  2. Select WMI from the System State.

  For information about the browse and restore method, see Restores.

After you clone a computer that hosts the Sharepoint server, all links that refer to the SharePoint instance on the clone computer do not work.

When you create the clone, you specify the new name for the clone computer. The SharePoint database is not updated automatically with new name. Thus all the site references with SharePoint refer to the site with the old name.

Update the SharePoint database with the new computer name. You can use the SharePoint Product Configuration wizard.

After creating the clone of a computer that hosts the SQL server, you can log on and query the SQL server database on the clone computer. However, the remote connection to the SQL server on the clone computer fails. The applications, which use @@SERVERNAME function, might have problems connecting to the SQL server.

The SQL server stores the local computer name in the sys.servers table in the master database. This name is reported by the system function @@SERVERNAME. When you create the clone, you specify the new name for the clone computer. Therefore, the local computer name in the sys.servers table does not match the new name.

When you clone the computer which hosts the SQL server, consider the following:

• SQL Server does not support renaming computers that are involved in replication.

• After you clone a machine that is configured to use Reporting Services, Reporting Services might not be available on the cloned machine. See Renaming a Report Server Computer in the MSDN library.

• If you created a Windows group to access the SQL server and that group uses a hard-coded reference to the computer name, you must update the Windows group to specify the new computer name. Otherwise, users in that group cannot connect to the SQL server.

• Linked server configurations and client aliases that use named pipes are affected by the cloning operation.

You can directly replace the old computer name with the new computer name in the database directly using proper queries. Or, if you are using the stand-alone SQL server and not the SQL Server failover cluster, complete the following the steps to update the database with the new name:

1. Use one of the following commands to disconnect any remote logins to the SQL server:

   • For the default instance:

      
     sp dropremotelogin old_name

   • For a named instance:

      
     sp dropremotelogin old_name\instance_name

2. Do one of the following:

   • If the clone computer hosts the default instance of the SQL server, complete the following steps:

     1. Run the following command:

         
        sp_dropserver old_name

     2. Press Enter.

     3. Run the following command:

         
        sp_addserver new_name, local

     4. Press Enter.

   • If the clone computer hosts the named instance of the SQL server, complete the following steps:

     1. Run the following command:

         
        sp_dropserver 'old_name\instance_name'

     2. Press Enter.

     3. Run the following command:

         
        sp_addserver 'new_name\instance_name', local

     4. Press Enter.

3. Restart the SQL server instance.

The Microsoft Distributed Transaction Coordinator (DTC) service does not start.

The service does not start.

1. Go to %SystemRoot%\System32\Dtclog.

2. If the Dtclog folder does not exist, create it.

3. Rename the Msdtc.log file to Msdtc.old.

4. In Notepad, create a new Msdtc.log file and save it to the Dtclog folder.

5. From the command prompt, run the following command:

   msdtc -resetlog
   

After a full system restore, the 1-Touch for Windows client does not reboot automatically.

If the client computer has 2 disks, the disk drive numbers might not correspond as expected during the full system restore. As a result, the system disk is restored as a second disk, and the client computer fails to reboot.

For more information about issues with disk enumeration, see http://support.microsoft.com/kb/937251.

1. After the restore completes, change the order of the disks from the BIOS settings.

2. If that does not solve the problem, run a 1-Touch recovery operation. In the 1-Touch Recovery wizard, select the Dissimilar Disk Mapping option, and map the operating system partition to the first disk.

After a recovery operation, the client fails to start.

A client might not to start for several reasons.

See 1-Touch Client Fails to Start.