Zenith Infotech Knowledge Base



How to resolve collapse not occuring issue?

Topics:

  1. Collapse Not Occurring and No Errors in Event Viewer
  2. No Parent File (No backup chain issue)
  3. No Parent File (File Corrupt)
  4. No Parent File (Images are missing)
  5. No Parent File (Dependency Mismatch)
  6. Decompress Failed
  7. Imagemanager log being used by another process
  8. Unable to load .mdb file
  9. Directory.inc sync failed
  10. Enforce policy exception
  11. Microsoft ODBC error
  12. No policy added

 

 

  • Log in to BDR-G12 UNIT.
  • Now go to Services.msc from command prompt or from Run option in windows or New task option from Task manager and check if Storagecraft service is stopped or disabled.

     
    • If it is disabled then right click on the service, go to properties and enable the service.

  • If it is started then restart StorageCraft service.
    • Then go to Task Manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.



    • Then check application logs in Event viewer for StorageCraft errors.
    • If No Errors in Event Viewer displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated and check if collapse has begun for the server or for any other server on BDR-G12 UNIT.
    • If not then open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.


back to topics
 

  • If we are getting error of “No Parent File” Check where collapse failed for that volume of the server.
    • Go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Also go to command prompt and access path C:\Program Files (x86)\Zenith\ImageManager.
    • Now execute the QR command from the latest file (check name wise last file), of the volume of server for which error log was created in event viewer.
    • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe qr D:\Backup\ServerGuid-C_VOL-b001-4550.spi
    • If the output is the base image:-
    • D:\Backup\ServerGuid-C_VOL-b001.spf
    • Then execute the QP command from the latest file to show the list of files valid in the backup chain.
    • Start “Business Continuity System”
    • Select “Backup Chain Continuity Check”
    • Browse for the latest file or file from were QP is to be performed.



    • Then perform cleanup (i.e., move all files for that volume of server that are not shown in the QP list to cleanup folder).
    • Once cleanup is completed then go to Services.msc and stop the Storagecraft service.
    • Go to c: drive of BDR-G12 UNIT and check if zip file “Imagemanager 3.5” is present on C: drive of BDR-G12 unit.
    • If not present then come to online chat on ITS portal to determine the file’s location.
    • Once zip file is available, extract the zip file on C: drive of BDR-G12 unit.
    • Once “Imagemanager 3.5” folder is extracted, go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.

 

back to topics
 

  • After performing all the above steps if “No Parent File” error still shows then probably some Files are Corrupt

    • Run chain verification from latest file of that volume of server.

    • Click on “Administration” and select “Chain verification”

    • Chain Verification window will start as shown in below image.

    • Click on “Browse” button select latest Incremental Image file from where chain verification will start. Then click on “Open” button.

    • Once Key file is selected click on “Verify”. Verification should start in command prompt.

    • Type the chain verification command and give space, then drag and drop the latest file (check name wise last file) of the volume of the server for which alert has been generated on the command prompt and give space again, then drag and drop the keyfile for that volume of the server on command prompt and press enter and let chain verification run for that volume.
    • Eg:- C:\Program Files (x86)\Zenith\ImageManager>Verifychain.cmd D:\Backup\ServerGuid-C_VOL-b001-i087-cd.spi D:\Backup\ServerGuid-C_VOL-b001.spk
    • If you want to redirect the chain verification process in text mode then add to the following command:-
    • C:\Program Files (x86)\Zenith\ImageManager>Verifychain.cmd D:\Backup\ServerGuid-C_VOL-b001-i087-cd.spi D:\Backup\ServerGuid-C_VOL-b001.spk > c:\filename.txt
    • If verification chain gives an output of Data CRC error and verification failed then start chain verification from file created before the corrupt file.
      • Eg:- If verification fails by giving an error of decompress failed on file “C_VOL-b001-55.spi” then start next verification from “C_VOL-b001-i055.spi” and wait for output.
    • Continue the same procedure until verification completes and the end output is Data CRC is ok and verification completed successfully. Then the last corrupt file found (closest to base image) will be a VDIFF point.
    • Once VDIFF point is determined verify if RAID configuration(Nvidia console) is Healthy on BDR-G12 UNIT and also perform CHKDSK on D: drive of BDR-G12 UNIT to see if there are any errors with file system and also check if there is sufficient disk space on BDR-G12 UNIT D: drive.
    • If there is any of the above mentioned issues then we need to fix them first.
    • If RAID is degraded then remove and reinsert or replace faulty drives.
    • If file system on D: drive is corrupt then run /f command along with CHKDSK on D: drive and fix all errors. However before executing CHKDSK /f on D: make a copy of all the data in backup folder on an external drive.
    • If there is low disk space on D: drive then run emergency cleanup tool. Also verify and if not required then delete images from D:\Cleanup and D:\Multiple base folders to free space.
    • Once these issues are fixed or if they never existed then proceed further.
    • Once VDIFF point is determined try to repair that image.
    • First execute the image p command on the file to determine the encryption compression ratio of the file.
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe p D:\Backup\ServerGuid-C_VOL-b001-i087-cd.spi
    • If the image p command fails then execute same command on the base image to determine the encryption compression ratio.
    • Run the repair command on the corrupt file.
    • Eg:- C:\Program Files (x86)\Zenith\ImageManager>sbhard.exe –mdn ( sbset –c D:\Backup\ServerGuid-C_VOL-b001—087-cd.spi : sbcrypt -64 : sbfile –wd d:\backup\C_VOL-b001-i087-cd.spi )
    • Here 64 is the encryption-compression value and d:\backup\”C_VOL-b001-3550.spi” will be the new image created after repair in the d:\backup\ folder.
    • If repair is successful then replace the corrupt image with the new one created in d:\backup folder and then run chain verification from latest file again.
    • If there are multiple corrupt files in the backup chain then the above procedure should be followed for all those files.
    • If repair is unsuccessful then we need to run a DiffGen backup for that volume of the server from the last corrupt file found (i.e., file closest to the base) in the chain verification.
    • To run DiffGen backup logon to the target server and check if there is Vdiff.exe file present on C: drive of server. If file is not present then come to online chat on ITS portal to determine the file’s location.
    • Once file is available, disable backup job of the server by connecting to the server from backup management console of BDR-G12 UNIT.
    • Once backup job is disabled rename the Vdiff point file extension in D:\Backup\ServerGuid folder from .spi to .spo .
    • Now on the target server go to Services.msc from command prompt or from Run option in windows or New task option from Task manager and stop the Shadowprotect service.
    • Now start command prompt and access vdiff.exe file in C: drive and turn the tracker off for the volume you want to run DiffGen backup on and press enter.
      • Eg:- cd\Vdiff.exe -0 c:
    • If it gives an error of Vdiff failed -5 then right click on command prompt option and run it as Administrator.
    • Once the tracking off command is executed successfully, start Shadowprotect service from Services.msc. Close all applications and logoff from target server.
    • Now on BDR-G12 UNIT device connect to the server from backup management console again and enable backup job.
    • Then right click on scheduled backup job and execute incremental. Diffgen backup will begin.
    • Once DiffGen backup completes successfully then run QP command from latest file and perform cleanup (i.e., move all files for that volume of server that are not shown in the QP list to cleanup folder).
    • Start “Business Continuity System”
    • Select “Backup Chain Continuity Check”
    • Browse for the latest file or file from were QP is to be performed.





    • Once cleanup is completed then go to Services.msc and stop the StorageCraft service.
    • Go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files inside “C:\Program files (x86)\Zenith\Imagemanager” with the files from “C:\ Imagemanager 3.5”.
    • Then go to Services.msc and start the StorageCraft service.
    • Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.
    • Then check application logs in Event viewer for StorageCraft errors.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.


back to topics

 

(Images are missing)

  • If we are getting error of “No Parent File” Check where collapse failed for that volume of the server.
    • Go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Also go to command prompt and access path C:\Program Files (x86)\Zenith\ImageManager.
    • Now execute the QR command from the latest file (check name wise last file), of the volume of server for which error log was created in eventviewer.
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe qr D:\Backup\ServerGuid-C_VOL-b001-4550.spi
    • Gives an output:-
      • D:\Backup\ServerGuid-C_VOL-b001-3551.spi
    • But the file “C_VOL-b001-3550.spi” is not present, instead the file before is “C_VOL-b001-3549.spi” then the file “C_VOL-b001-3550.spi” is missing.
    • Run the QR command from the file “C_VOL-b001-3549.spi” to determine whether or not there is another break point in the backup chain.
    • If not then to resolve this issue the missing file or files needs to be restored back to the proper location.
    • If we are unable to locate the missing files then a new base execution is required to resolve the issue for that volume of the server.

back to topics
 

(Dependency Mismatch)

  • If we are getting error of “No Parent File” Check where collapse failed for that volume of the server.
    • Go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Also go to command prompt and access path C:\Program Files (x86)\Zenith\ImageManager.
    • Now execute the QR command from the latest file (check name wise last file), of the volume of server for which error log was created in event viewer.
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe qr D:\Backup\ServerGuid-C_VOL-b001-4550.spi
    • Gives an output:-
      • D:\Backup\ServerGuid-C_VOL-b001-3551.spi
      • And C:\Program Files (x86)\Zenith\ImageManager>image.exe qr D:\Backup\ServerGuid-C_VOL-b001-3550.spi
    • Gives an output:-
      • D:\Backup\ServerGuid-C_VOL-b001.spf
    • Now to confirm dependency mismatch execute image p command on files “C_VOL-b001-3551.spi” & “C_VOL-b001-3550.spi”.
    • The FileGuid of image “C_VOL-b001-3550.spi” should be the Dependent FileGuid of image “C_VOL-b001-3551.spi”, if it is a mismatch then we have to consider image “C_VOL-b001-3551.spi” as a VDIFF point and run DiffGen Backup from that point for the volume.
    • Use the same diffgen procedure mentioned before.
    • Once DiffGen backup completes successfully then run QP command from latest file and perform cleanup (i.e., move all files for that volume of server that are not shown in the QP list to cleanup folder).
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe qp D:\Backup\ServerGuid-C_VOL-b001-4551.spi d=$n
    • Once cleanup is completed then go to Services.msc and stop the Storagecraft service.
    • Go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files inside “C:\Program files (x86)\Zenith\Imagemanager” with the files from “C:\ Imagemanager 3.5”.
    • Then go to Services.msc and start the StorageCraft service.
    • Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.
    • Then check application logs in Event viewer for StorageCraft errors.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.

 

back to topics
 

Decompress Failed

  • If we are getting error of “Decompress Failed” Check where collapse failed for that volume of the server.
    • Go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Also go to command prompt and access path C:\Program Files (x86)\Zenith\ImageManager.
    • Run the file verification command on the file mentioned in the error log. First set key file then verify file.
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>set sp_keyfile_name= D:\Backup\ServerGuid-C_VOL-b001.spk
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>sbhard.exe –mdn ( sbfile –r D:\Backup\ServerGuid-C_VOL-b001-4224.spi : sbcrypt : sbrest )
    • If it is corrupt then run chain verification from the file created before that file and determine Vdiff point.
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>Verifychain.cmd D:\Backup\ServerGuid-C_VOL-b001-4223.spi file:///D:/Backup/ServerGuid-C_VOL-b001.spk
    • Once VDIFF point is determined continue the exact same procedure, try file repairing and if unsuccessful then execute Diffgen Backup as mentioned above.
    • Once DiffGen backup completes successfully then run QP command from latest file and perform cleanup (i.e., move all files for that volume of server that are not shown in the QP list to cleanup folder).
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe qp D:\Backup\ServerGuid-C_VOL-b001-4551.spi d=$n
    • Once cleanup is completed then go to Services.msc and stop the StorageCraft service.
    • Go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files inside “C:\Program files (x86)\Zenith\Imagemanager” with the files from “C:\ Imagemanager 3.5”.
    • Then go to Services.msc and start the StorageCraft service.
      Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.
    • Then check application logs in Event viewer for StorageCraft errors.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.

 

back to topics

 

  • If error says “Imagemanager log being used by another process”, then Go to C:\Program files (x86)\Zenith\Imagemanager folder and double click on the file Imagemanager.exe.
    • Refresh policies and verify if any server’s policy is added more than once.
    • If so delete the additional policy so that there is only one collapse policy each for every server added.
    • Now go to Services.msc from command prompt or from Run option in windows or New task option from Task manager and restart the StorageCraft service.
    • Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.

 

back to topics

 

  • If the error states that “Imagemanager was unable to load (.mdb) file” then go to command prompt and see if OS is booting from any drive other then C:
    • If it is, then go to Media Shield on Desktop and check NVIDIA Console.
    • We can also access NVIDIA Raid console from C:\WINDOWS\system32\NvRaidMan.exe.
    • The console will either be blank or Raid configuration will be Degraded, which means that C: drive mirroring has broken on BDR-G12 UNIT.
    • To resolve this issue either reconfigure Raid or remove & reinsert or replace faulty ports.
    • Once this issue is fixed then collapse will resume.

 

back to topics

 

  • If the error states “Directory.inc sync failed” then Go to C:\Program files (x86)\Zenith\Imagemanager folder and double click on the file Imagemanager.exe.
    • Refresh policies and verify if there are more than one policy for each server added or if there are policies of servers that are not present in D:\Backup folder or policies of servers in old servers list.
    • If there are then delete these additional policies.
    • Then go to Services.msc and stop the StorageCraft service.
    • Go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files inside “C:\Program files (x86)\Zenith\Imagemanager” with the files from “C:\ Imagemanager 3.5”.
    • Then go to Services.msc and start the StorageCraft service.
    • Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.
    • Then check application logs in Event viewer for StorageCraft errors.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.


back to topics

 

  • If the error shows “Enforce policy exception” then it means that the process is stuck due to some unwanted old files of a particular volume of the server.
    • First we need to determine for which server this error is occurring.
    • If the server name is not displayed in the error then go to C:\Program files (x86)\Zenith\Imagemanager folder and double click on the file Imagemanager.exe.
    • Refresh policies and click on each server policy and check log details tab.

    • Then whichever server’s log displays Enforce policy exception error in the end is or are the servers we need to rectify this issue for.
    • Now go to Services.msc and stop StorageCraft service and from its properties set the service on manual.
    • Then reboot BDR-G12 UNIT once.
    • Once BDR-G12 UNIT is online run QP command from latest file and perform cleanup (i.e., move all files for that volume of server that are not shown in the QP list to cleanup folder).
      • Eg:- C:\Program Files (x86)\Zenith\ImageManager>image.exe qp D:\Backup\ServerGuid-C_VOL-b001-4551.spi d=$n
    • Go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files inside “C:\Program files (x86)\Zenith\Imagemanager” with the files from “C:\ Imagemanager 3.5”.
    • Then go to Services.msc and start the Storagecraft service and set the service to Automatic.
    • Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer from command prompt or from Run option in windows or New task option from Task manager.
    • Then check application logs in Event viewer for StorageCraft errors.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.

 

back to topics

 

  • If the error shows “Microsoft ODBC error” then go to C:\Program files (x86)\Zenith\Imagemanager folder and double click on the file Imagemanager.exe and refresh policies.
    • If we get an error of Sychronising of Database is in process that means we will not be to view policies.
    • Go to Services.msc and stop Shadow protect service.
    • We need to go to registry settings to delete the policies.
    • To go to registry settings type regedit in command prompt or from Run option in windows or New task option from Task manager.
    • Then go to path “HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\StorageCraft Image Manager\Parameters\Watches” and delete all GUID’s displayed in it.
    • Note:- Before deleting anything, kindly right click on “Watches”, select Export option and save registration file on some destination.
    • Now go to C:\Program files (x86)\Zenith\Imagemanager folder and rename the Imagemanager.mdb file to Imagemanager.mdb .old.
    • Then replace all the files inside “C:\Program files (x86)\Zenith\Imagemanager” with the files from “C:\ Imagemanager 3.5”.
    • Go to Services.msc and start Shadow protect service.
    • Now go to C:\Program files (x86)\Zenith\Imagemanager folder and double click on the file Imagemanager.exe and refresh policies, it will be blank.
    • Now click on New Tab, then browse, then go to D:\Backup folder and select a server pair name and click ok.
    • Now set the daily collapse time to 11:55:00 pm and set the time interval to 1380 minutes and click ok.
    • Perform this same procedure for the remaining servers one by one.
    • Go to Services.msc and restart Shadow protect service.
    • Then go to Task manager and in processes check the CPU usage of Imagemanager.exe.
    • Once the CPU usage for this process is 00 and constant go to Event viewer and check application logs.
    • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated.
    • Open Imagemanager log text file and go to the end of the file and check daily\weekly\monthly wait for next collapse file.
    • If error is still showing then a BDR-G12 UNIT reboot is required.
    • After restarting BDR-G12 UNIT the error will go from event viewer.

 

back to topics

 

  • If no error displayed and the last log created for StorageCraft says “Watch threads running.”, then go to My computer, D: drive, Backup folder, then go in the folder with the same server GUID for which alert is generated and check if collapse has begun for the server or for any other server on BDR-G12 UNIT.
    • If collapse has not started and there is no Imagemanager log file present in the folder then it means that No collapse policies are added in Imagemanager.exe
    • Go to destination C:\Program files (x86)\Zenith\Imagemanager and double click on file Imagemanager.exe.
    • Now click on refresh policies tab and then add policies for servers.
    • Now go to My computer, D: drive, Backup folder and check if collapse has started for any server.
    • If not then restart StorageCraft service once again.

If you have any issues with any of the steps mentioned above then kindly come to online chat and a BDR Tech will guide you.

back to topics

 






 



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Last Updated
1st of March, 2012

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