Troubleshooting EMC NetWorker KM

This chapter describes the basic troubleshooting steps to follow before contacting Customer Support.

Performing the First Troubleshooting Steps

If you encounter issues while using EMC NetWorker KM for PATROL, please complete the following steps:

  1. Verify that the latest version of the EMC NetWorker KM is installed on the managed system.
  2. Search the Sentry Software’s knowledge base for solutions for this specific issue.
  3. Reinitialize EMC NetWorker KM.

Contacting Customer Support

If none of the above steps resolve the issue, please contact Customer Support for assistance. Before contacting our Customer Support, make sure that you have the following information available:

Product Information

Retrieve the EMC NetWorker KM version from the EMC NetWorker KM home page of the KMs menu. Get detailed information about the KM from the EMC NetWorker KM page of the Console menu or by generating a KM Status report.

KM Status

EMC NetWorker KM lets you generate an instant KM Status report that provides detailed information about the KM configuration that can help you detect the source of a problem.

To generate a KM Status report:

  1. Select a monitored node
  2. Scroll down to the Debug section
  3. Click the KM Status button
  4. View the KM status information directly from the Web interface or click the DOWNLOAD button to open the report as a text document or save it in a preferred location.

KM Debug

When you encounter an issue and wish to report it to Sentry Software, you will be asked to enable the Debug mode and provide the debug log to the Sentry Software Support team.

To enable the Debug mode for a specific node:

  1. Select a monitored node.
  2. Scroll down to the Debug section.
  3. Turn ON the Debug Mode to display the list of objects. By default, all objects will be turned ON.
  4. Turn OFF the objects you do not want to include in the debug log.
  5. In the Disable Debug Mode Automatically After field, enter the duration after which the debug mode will be turned off.
  6. In the Debug Directory Path field, indicate where the debug file must be stored (by default: <PATROL_HOME>/lib/NSR/debug). The debug folder must have at least 10MB of available disk space and read, write and execute permissions for both the PATROL Agent user and the EMC NetWorker KM login user.

Once the debug settings are saved, the KM starts collecting debug data from the next discovery or data collection cycle. If you wish to collect the debug during the initial discovery or initial data collection cycles, click on the RELOAD… button.

During debug logging, the debug log files can be listed and viewed in the Debug Files section. Click REFRESH to see the latest debug log files. These files can be deleted selectively or all at once by clicking DELETE ALL.

The Debug Mode can be turned OFF manually anytime. When the debug mode is turned off (manually or automatically), a compressed file is then created under <PATROL_HOME>/log/. This file is listed in the Compressed Debug Files for Support section.

Reinitializing EMC NetWorker KM

When EMC NetWorker KM stops working properly or starts behaving in an unexpected manner (displays components as missing that you know are present, does not detect components as it should, stops collecting regularly, etc.), it is recommended to reinitialize the configuration and let the KM re-start monitoring from scratch.

To reinitialize the KM

  1. Click KM Settings in the EMC NetWorker KM treeview and click the Reinitialize… button at the bottom of the page.
  2. Select the options as per your specific needs:

    Reset KM Settings:

    • Reset All: Enables/disables the reset of all the listed settings except for Reset Alert Thresholds.
    • Reset Monitored Components: Resets the monitoring of any components that has been disabled by user from the console.
    • Reset Runtime Settings: Resets the KM runtime configuration stored under the PATROL configuration path /Runtime/NSR to its initial settings.
    • Reset Java Settings: Removes the custom Java settings (path and credentials). The KM will try to automatically find a suitable JRE.

    Reinitializing the KM

  3. Click Reinitialize.

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