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 Administrator 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 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 name or folder name exceeds 255 bytes
By default, if a NAS share file or folder name exceeds 255 bytes, it is 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.
NOTE:When the slice folder name exceeds 255 bytes and the exclusion filter excludes the slice folder, the backup does not fail, but completes with an exception. For Unity and PowerStore backups, the backups are marked as failed due to operating system limitations.
Unable to mount nonsystem zone shares added with management IP or node IP
If a nonsystem zone share is added with management IP or node IP, the mounting operation fails. 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, add those with the management IP/node IP.
Unable to restore deleted NFSV4 shares in
PowerScale
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
If the NFSV4 ACLs are not restored properly in a UID or GID environment, set the following permissions in the
PowerScale. Setting these permissions 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. Back up or restore failure scenarios when the network changesFailure scenarios when network changes during back up or restore
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 or restore if the network family differs between the components involved in the operation
Backups and restores fail when 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.
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 Scenarios when an asset component has different network
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 both an IPv4 address and an IPv6 address.
As a workaround, ensure that the FQDN resolves to only the IP network family used for the backup.
The following table lists a scenario when FQDN resolves to multiple networks.
Table 3. Error when FQDN resolves to multiple networksError when FQDN resolves to multiple networks.
Protection engine
Network interface of DD selected in the policy
NAS appliance
Status
Error codes
IPv6 and IPv4
The hostname resolves to both IPv4 and IPv6 addresses
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.
ABNA0038 error code appears when backing up to
PowerScale appliance version 9.5
Backup fails with errors similar to the following:
NAS Backup is unsuccessful.
NAS agent error code 'ABNA0038.'
Unable to validate the read access state of the target share …
… cannot proceed with the 'Performing data rollover for the slices created' operation.
PowerProtect Data Manager does not support
PowerScale appliance version 9.5.
To resolve the issue, update the
PowerScale appliance to a version more recent than 9.5.
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.
Unable to recover ACLs in the incremental backups
After a full backup of a NAS share, if there are ACL-only changes but there are no content changes in the backed-up folders and their subfolders including the files, the corresponding ACLs will not be included as part of the subsequent incremental backup.
As a workaround, perform the full backup of the share when only ACLs are changed.
Restore fails with the
access state is not in the root read-write access state error
If the restore fails with the
access state is not in the root read-write access state error, perform either one of the following to resolve the issue:
Disable root squashing in the
PowerScale and then perform restore.
Grant 705 access to the share and perform the restore.
Unable to restore NAS shares with file or folder names greater than 255 bytes
If a NAS share has a file or folder name that is greater than 255 bytes, the restore of that share fails. Perform the following to restore such NAS shares through a Windows host:
Deploy a Windows host in the same network environment as
PowerProtect Data Manager, a NAS appliance, and PowerProtect Data Domain, and install the File System agent on the same host.
Map the entire destination asset path as a network drive where the recovery is performed.
Recover the File System agent binary on the mounted destination by performing the following:
Enable the debug level in
PowerProtect Data Manager and initiate recovery by selecting the appropriate copy from
PowerProtect Data Manager (image or file-level restore as per the requirement).
Export recovery logs for failed recovery sessions for the asset from
PowerProtect Data Manager.
See
Nas_<Job ID>.log (for example, Nas_8914040d3185e36c.log ) from the exported logs.
Search for
Running command /usr/bin/ddfsrc in the log file and get the recovery command similar to the below command:
NOTE:The following information is required for running the above command on the Windows host:
DFA_SI_DD_PASSWORD - Log in to
PowerProtect Data Manager with admin credentials and run the below commands to get the PowerProtect Data Domain storage unit credentials:
cd /usr/local/brs/puppet/scripts
./get_dd_mtree_credential.py <SU_name>
In the recovery command, the
DFA_SI_DEVICE_PATH value is in format
DFA_SI_DEVICE_PATH = /<SU_Name>/<PLCTLP>. Hence,
<SU_name> should be similar to:
./get_dd_mtree_credential.py /NAS_PLC_20220902T113507-blrv026d010-74c01/
An example output:
==============PowerProtect DD MTree credential==============
Full MTree path: /data/col1//NAS_PLC_20220902T113507-blrv026d010-74c01/PLCTLP-ca3fcbd9-96d8-4fbf-98ee-60725c96e6de
User name : NAS_PLC_-blrv026d010-74c01
Password : 8/#B|qRSMDpcXi+DlW
==================================================
Provide the password that is generated in the output in double quotes in the recovery command.
In the recovery command, note the file name that is mentioned with the flag -
-j : nasagent_RecoveryRequest_f1741e93-9466-4c8b-80e9-0ec4dd98cc4f.json. This JSON request payload is also present in the exported log file. In the log file, search for JSON. You can find two entries similar to the entries below:
============= Start of contents from '/opt/emc/vproxy/runtime/tmp/vrecovernasd/f23e99a9-5cdc-4af3-936b-e9bba374818a/tmp/nasagent_RecoveryRequest_fa23311e-e4e3-4eb8-a5a5-245103264ca3.json' =============
============= End of contents from '/opt/emc/vproxy/runtime/tmp/vrecovernasd/f23e99a9-5cdc-4af3-936b-e9bba374818a/tmp/nasagent_RecoveryRequest_fa23311e-e4e3-4eb8-a5a5-245103264ca3.json' =============
Copy the JSON payload present between the above two entries and create a separate JSON file, and save it on the Windows host. For example,
C:\PPDM\NAS\Recovery.json. Replace forward slashes (/) with backward slashes (\) as you are recovering the backup using the Windows host.
In the JSON file, rename the value of the
assetRecoveryPath field with the destination share added as a network drive in step number 2. For example,
assetRecoveryPath":"Z:".
Run the recovery command with all the required values. An example recovery command: