The following sections provide guidance for troubleshooting backup and restore issues:
After you perform an asset-level restore operation, perform a full backup of the asset to maintain backup consistency.
Consecutive incremental backups fail
Perform a manual full backup of the NAS asset. The
PowerProtect Data Manager Administration and User Guide provides instructions.
Protection jobs show 0 bytes processed or protected
If the slice count of data being backed up is 1 or time to back up a slice is less than 5 minutes, the details of a protection job might incorrectly show the following information:
Slice Count: 1
Processed Bytes: 0
Data Rollover Duration: 00:00:36
Protected Bytes: 0
If the status of the protection job is
Success, the data is processed and protected successfully.
Unable to back up a NAS appliance because of connectivity errors
You may receive error messages such as
Unable to communicate with NAS appliance when the appliance does not respond as expected and backups may fail to start.
Verify that the NAS appliance is available. Verify connectivity between
PowerProtect Data Manager, the
protection engine, and the NAS appliance. Verify the appliance and management credentials and, if required, update the stored appliance credentials.
Unable to back up CIFS shares on PowerScale/Isilon appliances after updating
PowerProtect Data Manager
Perform a manual full backup and then verify that subsequent backups succeed.
Unable to backup NAS shares while restoring more than 400 slices
NAS shares backup fails when a restore is initiated simultaneously for more than 400 slices, which occupies the NAS proxy space. To troubleshoot this issue, perform either of the following actions:
Increase the NAS proxy space.
Perform restore in multiple sessions.
Unable to back up share assets
Verify that the share address and path are valid and mountable. Adding a share does not verify that the share can be backed up.
Unable to discover assets
If the first discovery succeeds and later discoveries fail, verify whether the asset credentials have changed. Update the credentials in
PowerProtect Data Manager accordingly.
Unable to move backups to
protection storage
Verify that there is sufficient free space on the
protection storage system.
Unable to process backup when a file/folder name exceeds 255 bytes
By default, if a NAS share file or folder name exceeds 255 bytes, it will be skipped during the backup. Such skipped elements can be backed up by making changes in the config file. Contact Customer Support to know the procedure.
Unable to mount nonsystem zone shares added with management IP/node IP
The mounting operation for a nonsystem zone share fails if it is added with a management IP/node IP. To avoid mount failures, add a nonsystem zone share with only the zone IP or SmartConnect zone name that is associated to that particular asset.
NOTE: If you want to add a system zone share as a generic asset source from PowerScale/Isilon, add those with the management IP/node IP.
Unable to restore deleted NFSV4 shares in PowerScale/Isilon
When trying to recover a top-level folder of an NFSV4 or later version shares that are deleted, the restore operation fails with a stale handle error.
As a workaround, in the PowerScale UI,
Protocols >
UNIX sharing (NFS) >
Global settings, in the
Cached export configuration section, click
Reload to clear the cached NFS export settings and perform the restore operation again.
Unable to restore NFSV4 ACLs in PowerScale/Isilon
If the NFSV4 ACLs are not restored properly in a UID/GID environment, set the following permissions in the PowerScale/Isilon. This ensures that NFSV4 ACLs are backed up and restored properly.
For backup, in PowerScale UI,
Protocols >
UNIX sharing (NFS) >
Zone settings, enable the
Enable NFSV4 no names option.
For restore, on the destination export, where you perform restore, set
--lookup-uid to
true using the below commands.
Use
isi nfs exports export_id view to check the values.
Use
isi nfs exports list to get the export list and their IDs.
Unable to perform alternate restore for NAS asset shares when SU or protection policy differs
During the alternate restore, if the Storage Unit (SU) or the protection policy of the NAS asset changes or differs from the destination asset source, the restore fails.
As a workaround, you can assign a different network to the destination asset.
To assign a network for the destination asset, perform the following:
In the
PowerProtect Data Manager UI, select
Infrastructure >
Assets >
NAS.
Select the destination asset, click
More Actions and select
Assign Network. The
Assign Network page appears.
Select a network from the
Network Label list and click
Save and then retry the operation.
The following table lists backup or restore failure scenarios when the network changes from the destination asset source.
Table 1. Backup or restore failure scenarios when the network changes
Protection engine
DD interface
Management/node IP
NAS appliance
Original location restore
Alternate location restore
Error codes
IPv4
IPv6
IPv6
IPv4
Fails
Fails
ARN0010.message = Unable to process the NAS restore request because the DD network interface assigned to asset <share> for this restore job is not compatible with the NAS Server/network pool IP addresses configured for NAS Share/Export on the Storage Array.
IPv6
IPv6
IPv4
Dual (both IPv4 and IPv6)
Fails
Fails
ARN0012.message = Unable to process the NAS restore request because the version of the management IP for the NAS appliance asset is not compatible with the version of the PowerProtect DD network interface.
IPv6
Hostname resolving to both IPs
IPv4/IPv6
IPv4/IPv6
Fails
Fails
ARN0011.message = DD network interface address <FQDN> selected in the protection policy <policy> resolves to multiple IP addresses belonging to both the IPv4 and IPv6 family.
Unable to perform backup and restore if the network family differs between various components involved in backup/restore
Backup and restore fails when either one of the components of an infrastructure contains a different network from the other components. As a workaround, ensure that all the components of the NAS asset such as the DD interface that is selected for the protection policy, management IP of the NAS appliance, and the NAS server are in the same network family. Else, the backup and restore operation will fail.
As a workaround, reconfigure the appliance or reconfigure the network settings.
The following table lists different scenarios when a component of an asset contains a network that is different from other components.
Table 2. Different scenarios when the network differs for an asset component
Protection engine
DD interface
Management/node IP
NAS appliance
Status
Error codes
IPv6
IPv6
IPv6
IPv6
Success
-
IPv4
IPv6
IPv6
IPv4
Fails
ABN0030:Unable to process the NAS backup request because the DD network interface assigned to asset for this backup job is not compatible with the NAS Server/network pool IP addresses configured for NAS Share/Export on the Storage Array.
IPv6
IPv4
IPv6
Dual (both IPv4 and IPv6)
Fails
ABN0032.message = Unable to process the NAS backup request because the version of the management IP for the NAS appliance asset is not compatible with the version of the PowerProtect DD network interface.
ipv6
IPv6
IPv6
IPv4
Fails
ABN0030:Unable to process the NAS backup request because the DD network interface assigned to asset for this backup job is not compatible with the NAS Server/network pool IP addresses configured for NAS Share/Export on the Storage Array.
IPv4
IPv4
IPv6
Dual (both IPv4 and IPv6)
Fails
ABN0032.message = Unable to process the NAS backup request because the version of the management IP for the NAS appliance asset is not compatible with the version of the PowerProtect DD network interface.
IPv4
IPv6
IPv6
IPv6
Fails
ABN0010: Unable to reserve NAS Proxy host for backup job Perform NAS Backup
Unable to perform backup when FQDN resolves to multiple networks
The backup fails when FQDN resolves to multiple IP addresses that belong to both IPv4 and IPv6 networks.
As a workaround, ensure that the FQDN resolves to only one IP network family, that is, either IPv4 or IPv6 in which you want the backup to run.
The following table lists a scenario when FQDN resolves to multiple networks.
Table 3. Error when FQDN resolves to multiple networks
Protection engine
Network interface of DD selected in the policy
NAS appliance
Status
Error codes
IPv6 and IPv4
Hostname resolving to both ips
Dual (both IPv4 and IPv6)
Fails
ABN0031.message = DD network interface address <FQDN> selected in the protection policy <policy> resolves to multiple IP addresses belonging to both the IPv4 and IPv6 family.
ABNA0039 error code appears when the entire data of the share is a part of file exclusion filters
Backup fails with the ABNA0039 error code when the entire data of the share is a part of file exclusion filters.
As a workaround, add a file/folder in the share that can be backed up.
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