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Ref: TRBL41BE-0907

Time Navigator Troubleshooting Guide

Atempo retains all property rights concerning the documentation of Time Navigator software.

Your right to copy the Time Navigator software documentation is limited by the legislation on copyright. Copies or adaptations without Atempo’s prior written consent are forbidden by law and constitute a reprehensible breach.

This documentation is provided "as is" without any warranty of any kind, either expressed or implied, including (but not limited to) the implied warranties or conditions of merchantability or fitness for a particular purpose. Atempo shall not be liable for loss of profits, decreasing or interrupted business activity, for loss of data or data use, nor for any indirect, special or consequential damages whatsoever, even if Atempo has been advised of the possibility of such damages arising out of a fault or an error in the documentation or in Time Navigator software.

Atempo retains all rights to modify this documentation periodically without notice. No part of this guide may be reproduced or transmitted, for any purpose, by any means, electronic or mechanical, without Atempo’s express and written permission.

Atempo, Atempo’s logo and Time Navigator are registered trademarks of Atempo.

All brand or product names mentioned in this guide are trademarks or registered trademarks of their respective companies or organizations.

Copyright © 1992-2007 Atempo. All rights reserved.

4

Time Navigator Troubleshooting Guide

Contents

5

Contents

Contents

Introduction

 

About this guide

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9

. Your Comments are Welcome

Conventions

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10

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Chapter 1

Documentation Resources

 

PDF Guides

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12

Detail of Principle Guides for Troubleshooting

 

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Tutorials

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17

Backup Tutorial

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17

. Monitoring Tutorial

Restore Tutorial

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Architecture Tutorial

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18

Archiving Tutorial

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18

Online Help

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19

. Compatibility Guide

Technical Notes

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20

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Chapter 2

Atempo Web Support

The Web Support Zone

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Web Support Users

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23

Accessing Web Support

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25

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25

Login and Password

. Installing the Java Runtime Environment

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25

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Knowledge Database

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28

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. Knowledgebase - Technical Information

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28

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29

Searching for Information

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29

License Key Request

. Logging and Tracking Inquiries

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31

34

6

Time Navigator Troubleshooting Guide

. Logging a New Inquiry

Inquiries

. How to Define the Priority of an Incident Call

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34

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New Inquiry: Knowledge Base Search

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Uploading Attachments Related to the Inquiry

Uploading Procedure

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40

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Follow-Up Actions on an Open Inquiry

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41

Chapter 3

Atempo Troubleshooting Tools

tina_env_report

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44

. Information Collected by tina_env_report

Confidentiality

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Launching tina_env_report under Unix

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Generating and Sending the Report under Unix

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Launching tina_env_report under Windows

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. Generating and Sending the Report under Windows

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The qcdiag Utility

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Run "qcdiag" in batch mode

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59

Identifying a Drive Logical Index

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Troubleshooting Using qcdiag

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61

The tina_cache Utility

The tina_ping Utility

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67

The tina_config Utility

Troubleshooting Using tina_config

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. System Ping and tina_ping

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79

Chapter 4

Diagnosing Your Problem

Qualifying a Technical Incident

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Categories

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. State of Time Navigator Operations Time Navigator Monitoring Tools

. Standard Information Required

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85

Time Navigator Task Viewer

Time Navigator Media Request Console

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Time Navigator Event Manager

92

Points to Watch in Time Navigator Events

93

Format of a Time Navigator Event

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94

Contents

7

Binary to Format the Events file

. Analysis of Event Log - Key Points

. System Messages - Other Operating Systems

State of the System

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.109

Chapter 5

General Methodology of Troubleshooting and Examples

 

. General Methodology

Introduction

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Principle 1: Identify the Perimeter of the Problem

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Principle 2: Go to the Simplest Not Working Configuration

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Principle 3: Decompose into Elementary Phases

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Qualification of Simple Problems Qualifying an Installation Problem

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Qualifying a Backup Problem

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Qualifying a Restore Problem

Qualifying a Library or Media Management Problem

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Qualifying a Catalog Problem

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Examples of Complex Problems

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Example 1: Network Problems

Example 2: Cartridge Label Mismatch

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List of Issues

Example 3: Analysis of a Backup Bottleneck .

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.166

Chapter 6

Calling Customer Support

Atempo Support Coverage

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