You might encounter the following issues during installation or operation.
Agent registration
On Linux, if the agent fails to establish a connection with the
PowerProtect Data Manager Appliance server, agent registration might fail with the following error message:
During a network connectivity test, the agent is unable to reach the PowerProtect Data Manager server by using ping and curl.
1. If the ping command is blocked in the environment and curl is not installed, the agent registration can still complete successfully.
Review the agent service logs at /opt/dpsapps/agentsvc/logs to verify that the registration is successful. If the registration is successful, the status of the agent host indicates Registered in the PowerProtect Data Manager UI.
2. If the ping command is not blocked in the environment, the agent registration might not complete successfully because a network connection cannot be started. If this occurs, complete the following steps to troubleshoot the issue:
If agent registration fails with these error messages, complete the following operation:
Use any network packet tracing tool to trace the packets from the agent system to
PowerProtect Data Manager Appliance.
Start the packet tracing between the source IP of the agent system and the destination IP of
PowerProtect Data Manager Appliance.
Start the network traffic between the agent system and
PowerProtect Data Manager Appliance.
Wait 10 to 15 seconds.
Analyze the captured packets.
Look for SYN and SYN_ACK packets to see if a 3-way handshake is being performed.
Determine whether the source agent or the destination
PowerProtect Data Manager Appliance is blocking the connection.
If network traffic is blocked, contact your network security team to resolve the port communication issue.
PowerProtect agent service operations
To troubleshoot PowerProtect agent service operations, you can check the PowerProtect agent service log file
OpAgentSvc-<timestamp>.log, which is created in
<agent_service_installation_location>/logs on Linux. To modify the log level and retention of temporary files, you can modify specific parameter settings in the
config.yml file.
To modify the log level and retention of temporary files, you can perform the following steps:
Stop the agent service.
Open the
config.yml file in an editor.
Modify the log-level settings in the following parameters, as required:
DEBUG
INFO
WARNING
ERROR
CRITICAL
NOTE:These parameters are listed in order of decreasing number of messages in the debug information output. The default log-level is
INFO.
To retain the temporary files, set the
keepTempFiles parameter to True in the
config.yml file.
NOTE:The agent service and application agent communicate through the temporary files, which are typically deleted after use but can be useful for troubleshooting purposes. Do not leave the
keepTempFiles parameter set to True permanently, or the temporary files can use excessive space on the file system.
Start the agent service.
Uninstalling the PowerProtect agent service results in "Segmentation fault(coredump)" error on AIX platforms
After updating the application agent from version 19.12 to 19.13, uninstalling the PowerProtect agent service results in the following error:
To resolve this issue, either update the
rpm.rte file to the latest version or update the AIX Technology Level (TL) version. The following article provides more information about TL versions:
PowerProtect Data Manager Appliance UI display of localhost.localdomain hostname
In the
PowerProtect Data Manager Appliance UI, the
Application Agents,
Asset Sources, and
Protection Jobs windows might list the asset primary hostname as localhost.localdomain instead of the expected FQDN.
The display of localhost.localdomain as the hostname in the
PowerProtect Data Manager Appliance UI windows might occur when you specify the host's actual FQDN setting for the loopback address in the
/etc/hosts file. For example, when you add the following settings in the
/etc/hosts file, the first setting value, localhost.localdomain, appears as the hostname in the
PowerProtect Data Manager Appliance UI windows, instead of the actual FQDN:
Ensure that the host's actual FQDN is not specified for the loopback address and do not specify hostnames that start with "local" in the
/etc/hosts file.
Application agent update failure in
PowerProtect Data Manager Appliance UI on Linux
On a Linux OS that uses
/etc/init.d instead of
systemd to start the OS services, an update of a previous application agent version in the
PowerProtect Data Manager Appliance UI might fail with the following error message:
Upgrade operation failed with error 'tuple' object has no attribute 'lower', errorcode: .
As a workaround, update the application agent by using the appropriate update commands and command-line procedure as described in this guide.
Missing assets in
PowerProtect Data Manager Appliance UI
SAP HANA assets might appear to be missing because the assets are not visible in the
PowerProtect Data Manager Appliance UI.
To identify any faults in the system environment, perform the following actions:
Ensure that the
saphostexec service is running.
Run the following commands from the console, and ensure that the command output does not include any errors:
Negative Reduction % value for self-service catalog backup
When the backup size of a self-service SAP HANA catalog backup is less than a megabyte, a negative
Reduction % value might appear for the backup job in the details section of the
Job ID Summary window in the
PowerProtect Data Manager Appliance UI.
You can access the
Job ID Summary window by selecting
Jobs > Protection Jobs and clicking the job ID next to the job name.
Issues after
protection storage change in protection policy
You might encounter specific issues after you change the
protection storage in an SAP HANA protection policy.
After you change the
protection storage in a protection policy:
The
PowerProtect Data Manager Appliance UI does not display any of the log backups.
Scheduled incremental and differential backups are not started until the next scheduled or manual full backup is started.
Incremental and differential backups can be started manually from SAP HANA Studio or the command line.
The
PowerProtect Data Manager Appliance UI displays the following status for the incremental and differential backups:
A copy this copy depends on was deleted.
Manual deletion of any of these backups does not produce the expected results.
As a workaround, perform a full backup to the new
protection storage system. Subsequent backups are displayed correctly in the
PowerProtect Data Manager Appliance UI, and you can properly delete the subsequent user-specified backup copies as expected.
Auto-configuration failure in multinode environment
PowerProtect Data Manager Appliance might not discover a newly created SAP HANA database until the database is operational. As a result, auto-configuration might fail in a multinode SAP HANA environment.
NOTE:Once the database is operational,
PowerProtect Data Manager Appliance will automatically discover the database in subsequent scheduled discovery calls.
As a workaround, once the database is operational, you can retry the auto-configuration. You can use one of the following methods to trigger the auto-configuration:
Click the set lockbox option on the protection policy.
Add a new asset with the same SID to the protection policy.
Re-create the protection policy from scratch.
Issue with imported backup copies
You might encounter an issue with imported SAP HANA backup copies.
PowerProtect Data Manager Appliance does not delete any SAP HANA backup copies that are imported but not associated with a protection policy, even when the backup copies are expired.
Issue with protection policy in multihost configuration
You might encounter an issue when you create or edit a protection policy in a multihost configuration.
If you create a protection policy for an asset that is spanned across only some, but not all, nodes in a multihost configuration, you might see a
complete with failures warning in the user interface.
If you edit an existing protection policy and add the same type of asset, you might see a
valid assets are not provided for configuration error in the
adm.log file.
You can ignore the warning and error messages.
Edit Retention button is disabled for asset copies
On the
Infrastructure >
Assets page >
Asset <asset name> page, the
Edit Retention button is disabled.
The
Edit Retention button is enabled only when the copy status of the asset source is
Available. In detail, if deleting a copy of a protected asset fails, the
Copy Status will be updated to another state from
Available, and the
Edit Retention button is disabled.
Workarounds are:
Edit the retention period of an asset copy if its status is
Available.
Do not try deleting an asset copy before its retention period.
Asset configuration job is queued when a policy configuration job fails to create a storage unit
An asset-level configuration job runs only after the corresponding policy configuration job creates the required storage unit for the protection policy. If the policy configuration job fails to create the storage unit, the asset configuration job is queued, waiting for the storage unit to be created. The asset configuration job remains queued for a maximum of 24 hours and is then canceled automatically.
You can monitor the status of policy configuration jobs and asset configuration jobs in the
System Jobs window in the
PowerProtect Data Manager Appliance UI.
As a workaround, try to restart the failed policy configuration job while the asset configuration job is queued. If the policy configuration job succeeds in creating the required storage unit, the asset configuration job restarts and runs to completion. Otherwise, if the policy configuration job cannot create the storage unit, the asset configuration job is canceled after being queued for 24 hours.
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