Troubleshoot common issues

Available in Classic and VPC

You might run into the following problems when using Backup. Find out causes and possible solutions.

Backup failed

A backup was not performed according to the backup schedule.

Cause

• The backup might fail if the server job list requested from the backup storage is not running normally.
• If backup schedules are running simultaneously within an instance, the backup run time might be delayed.
• If a permissions problem exists, backups may fail.

Solution

Adjust the time when backups are performed
Stagger the times at which you perform backups. If backup schedules are running simultaneously within an instance, the backup run time might be delayed. It is recommended that backups be separated between backup schedules by 1 to 2 hours.

Change permissions
To change permissions, follow these steps:

1. Stop the service.
2. Change the path permission to root.

   chown -R root:root root_directory
   /home/{account}/commvault
   /home/{account}/CommVaultRegistry
   

3. Restart the service using the root account.

   /home1/ncloud/commvault/Base/commvault start
   

Restoration failed

The restoration task does not move from a pending state to a running state.

Cause

• Not enough capacity to restore.
• It cannot be restored to use a different OS.

Solution

• Free up capacity.
• Check that the connection to the existing DB is maintained.

Resource deletion error

An attempt to delete a resource has failed.

Cause

If agent communication is not established between the resource and the backup server, a problem may occur.

Solution

Stop the backup services that are running. The backup processes are cvlaunchd, cvd, cvfwd, and ClMgrS.

1. Use commvault stop -all command to stop the backup services.
2. Verify that cvlaunchd, cvd, cvfwd, and ClMgrS processes are still running.

   ps -ef | grep -i cvlaunchd
   ps -ef | grep -i cvd
   ps -ef | grep -i cvfwd
   ps -ef | grep -i ClMgrS  
   

3. If the process does not stop, use the kill command to force the process to stop.

DB instance installation failed

• Failed to install a DB instance while deleting an existing one and adding a new one.
• The following error message appears:
  "Connection to PostgreSQL Server failed. Please check that PostgreSQL Server is Online, and has enough resources for normal operation."

Cause

• The account and password do not match.
• The config information does not match.
• The port you're using is not written, or there are connection issues.
• The DB service is stopped.

Solution

• Check your account and password.
• Verify that you have entered the instance name correctly. Instance names are case-sensitive.
• Verify that you have entered the binary path correctly.
• For config information, access the server and check /var/log/commvault/Log_Files/MySqlBrowseAgent.log.
• Check whether the DB service is stopped.

Remote Registry error

A remote registry error has occurred.

Cause

There may be various causes depending on the user's task environment.

Solution

Perform preliminary tasks
See the preliminary tasks to ensure that you have fixed the WMI port, enabled ADMIN$ sharing, and enabled Remote Registry.

Restart Remote Registry
To restart the Remote Registry, follow these steps:

1. Press [Windows] + [R], and enable the Run command.
2. Enter control and press [Enter].
3. When the Control Panel window appears, click System and Security > Administrative Tools > Services in order to enable Services.
4. Click Remote Registry with the right mouse button, and then perform a restart.
5. Check Status Running.

Error during resource creation

An error occurs during resource creation.

Cause

There may be various causes depending on the user's task environment.

Solution

For Remote Registry errors
See Remote Registry errors for action.

Delay in resource creation (during creation)
Check your OS firewall, ACG settings, and allow the following bands and ports.

• Agent communication IP range
  • Classic: 10.0.0.0/8,
  • VPC: 169.254.0.0/16
• Backup communication port (Common for Classic/VPC)
  • Linux: 22, 8400 ~ 8440
  • Windows: 135, 139, 445, 24158, 8400 ~ 8440

If resource creation failed
Check if the agent installation failed and reinstall it. For Linux VMs, you can make a check and reinstall the agent via NTK. For more information, see Check agent.

Increased CPU usage and traffic while performing backups

CPU usage and traffic suddenly increased while performing a backup.

Cause

CPU usage and traffic increases when full and incremental backups are performed. This is because resource usage increases due to the backup server and storage, and usage can increase during the agent and backup server synchronization phase for a period of time, even after local backups and remote backups are complete.

Solution

If your CPU usage is high at all times, you need to do further checks. Contact our Customer Support with the name of the resource, the time of the backup, and the CPU usage.