Veritas DLO Diagnosics Troubleshooting Steps

Veritas DLO Diagnostic Troubleshooting Steps

DLO Database not attached to the SQL instance


1.     Check if the SQL Server is reachable.
2.     Check if the DLO Database is attached to the SQL instance.

If not, run the below command to attach the DLO Database to the SQL instance:

osql -E -S SQLSERVERHOSTNAME\INSTANCENAME -Q "sp_attach_db 'DLO',' <DLO Install Path>\DATA\DLO.mdf',' <DLO InstallPath>\DATA\DLO_log.ldf'"




Dedupe Database not attached to the SQL instance


1.     Check if the SQL Server is reachable.
2.     Check if the Dedupe Database is attached to the SQL instance.

If not, run the below command to attach the Dedupe Database to the SQL instance:

osql -E -S SQLSERVERHOSTNAME\INSTANCENAME -Q "sp_attach_db 'DEDUPEDB',' <DLO Install Path>\Dedupe\DATA\DLO.mdf',' <DLO InstallPath>\Dedupe\DATA\DLO_log.ldf'"




Failed to start DLO Administration Service

1.     Check if the DLO Administration Service is disabled.
2.     Check if the DLO Database is attached to the SQL instance.
3.     If not, run the below command to attach the DLO Database to the SQL instance:     

osql -E -S SQLSERVERHOSTNAME\INSTANCENAME -Q "sp_attach_db 'DLO',' <DLO Install Path>\DATA\DLO.mdf',' <DLO InstallPath>\DATA\DLO_log.ldf'"

4.     Check if user through which DLO Administration Service is running has sysadmin privilege on the SQL instance.
5.     Check if the password has expired or changed for the user with which DLO Administrator Service is running.




Failed to start SQL Service

1.     Check if the SQL Server service is disabled.
2.     Check if the password has expired or changed for the user with which SQL Service is running.




Failed to start DLO Maintenance Service

1.     Check if the DLO Maintenance Service is disabled.
2.     Check if the service is running with Local System Account.




Server not reachable

Dedupe Server

1.     Check if Mindtree StoreSmart Dedupe Server service is started.
2.     Check if TCP/IP is enabled under SQL Server Configuration Manager.
3.     Check if the instance name of the SQL Server Service and the instance name present in context.xml of Dedupe Server matches.
4.     The default path for context.xml is: C:\Program Files\Veritas\Veritas DLO\Dedupe\Tomcat\webapps\DedupeServer\META-INF\Context.xml
5.     If there is a mismatch with the Instance name, then modify the context.xml file with correct instance name and restart the Mindtree StoreSmart

Dedupe Server Service and check the Dedupe Server status.

6.     To check the Dedupe Server status, use the URL: https://<IP_Address_of_Dedupe_Server>:<Port>For example, https://172.28.16.129:8443/
7.     If the issue persists even after following the steps mentioned above, please check if it is a named SQL instance and check if the dynamic port is enabled in firewall. For more details, refer the Administrator's Guide section Veritas DLO Firewall Ports.
8.     Check if the password has expired or changed for the user with which Mindtree StoreSmart Dedupe Server service is running.

IO Server

1.     Check if Veritas DLO IO Server service is started.
2.     Check TCP/IP is enabled in the SQL Server Configuration Manager.
3.     Check if the instance name of the SQL Server and the instance name present in context.xml of IO Server matches.
4.     The default path for context.xml for IO Server is: C:\Program Files\Veritas\Veritas DLO\IOServer\Tomcat\webapps\DLOServer\META-INF\Context.xml
5.     If there is a mismatch with the Instance name, then modify the context.xml file with correct instance name and restart the "Veritas DLO Web Server Service" and check the IO Server status.
6.     To check the IO Server status, use the
URL: https://<IPAddress_of_IO_Server>:<Port>/DLOServer/rest1/operations/status/
For example, https://172.28.16.129:7080/DLOServer/rest1/operations/status/
7.     If the issue persists even after following the steps mentioned above, please check if it is a named SQL instance and check if the dynamic port is enabled in firewall. For more details, refer the Administrator's Guide section Veritas DLO Firewall Ports.
8.     Check if the password has expired or changed for the user with which Veritas DLO Web Server service is running.




Failed to start Mindtree StoreSmart Dedupe Server Service

1.     Check if the service is disabled.
2.     Check if Mindtree StoreSmart Dedupe Server service is started.
3.     Check if TCP/IP is enabled under SQL Server Configuration Manager.
4.     Check if the instance name of the SQL Server Service and the instance name present in context.xml of Dedupe Server matches.
5.     The default path for context.xml is: C:\Program Files\Veritas\Veritas DLO\Dedupe\Tomcat\webapps\DedupeServer\META-INF\Context.xml
6.     If there is a mismatch with the Instance name, then modify the context.xml file with correct instance name and restart the Mindtree StoreSmart Dedupe Server Service and check the Dedupe Server status.
7.     To check the Dedupe Server status, use the URL: https://<IP_Address_of_Dedupe_Server>:<Port>
Example:
https://172.28.16.129:8443/
8.     If the issue persists even after following the steps mentioned above, please check if it is a named SQL instance and check if the dynamic port is enabled in firewall. For more details, refer the Administrator's Guide section Veritas DLO Firewall Ports.
9.     Check if the password has expired or changed for the user with which Mindtree StoreSmart Dedupe Server service is running.




Could not find XPDLOShareu.dll

l Check if the XPDLOSharedu.dll is present in the install path of the SQL Server. For example,
C:\Program Files (x86)\Microsoft SQL Server\MSSQL10_50.DLO\MSSQL\Binn


XPDLOSharedu.dll Mismatch

1.     Check if XPDLOSharedu.dll bitness matches with the SQL Server service bitness.
2.     In case it does not, replace the correct bitness of xpdlosharedu.dll.


Note: In case of remote database installation of DLO, this tool cannot identify the mismatch in bitness.




Failed to check Stored procedure. Could not connect to DB.

1.     Check if SQL Server is reachable.
2.     Check if the user who initiated the scan has permissions to check the Stored procedure permissions.


Failed to connect to SQL Server


1.     Check if SQL Server is reachable.
2.     Check if the SQL Services are running.
3.     Check if SQL Instance is allowed to access remote connections.
4.     Check if TCP/IP and Named pipes are enabled on the instance.
5.     Incase firewall is on, check if SQL ports are blocked on the remote machine and on the Server machines.




TCP is not enabled for the Database instance

Enable the TCP/IP protocol on the SQL instance by following the link: https://msdn.microsoft.com/en- us/library/ms191294.aspx.



Named Pipe is not enabled for the Database instance

Enable the TCP/IP protocol on the SQL instance by following the link: https://msdn.microsoft.com/en-us/library/ms191294.aspx




IO Server not available

Check if any IO Servers are configured in the DLO Administration Console.



IO Server not active

1.     Check if Veritas DLO Web Server service is started.
2.     Check if TCP/IP is enabled in the SQL Server Configuration Manager.
3.     Check if the instance name of the SQL Server and the instance name present in context.xml of IO Server matches.
4.     The default path for context.xml for IO Server is: C:\Program Files\Veritas\Veritas DLO\IOServer\Tomcat\webapps\DLOServer\META-INF\Context.xml
5.     If there is a mismatch with the Instance name, then modify the context.xml file with correct instance name and restart the "Veritas DLO Web Server Service" and check the IO Server status.
6.     To check the IO Server status, use the
URL: http://<IPAddress_of_IO_Server>:<Port>/DLOServer/rest1/operations/status/ Example:
http://172.28.16.129:7080/DLOServer/rest1/operations/status/
7.     If the issue persists even after following the steps mentioned above, please check if it is a named SQL instance and check if the dynamic port is enabled in firewall. For more details, refer the Administrator's Guide section Veritas DLO Firewall Ports.
8.     Check if the password has expired or changed for the user with which Veritas DLO Web Server service is running.




Edge Server health check process failed


1.     Access the DLO Web restore URL in the browser.

Example: https://dlo.Veritas.com:443/

2.     If DLO Web restore page is not visible, check whether Veritas DLO Edge Server and Veritas DLO Web Server services are running.
3.     Check whether Edge Server Ports are enabled in firewall. The default ports are 90 and 443.




Could not retrieve SQL Service name from registry

 Check if SQL service name is present in the registry.

Path: HKEY_LOCAL_MACHINE\SOFTWARE\Veritas\Veritas DLO\DB\DBServiceName="service Name" If the above key is not present then create the key and enter the correct service name.




Failed to get DLO Administration Server details from registry

1.     Check if the AdminService key is present in the registry in the path: HKEY_LOCAL_MACHINE\SOFTWARE\Veritas\Veritas DLO\AdminService
2.     If only DLO Administration Console is installed on a machine, make sure to connect to the DLO Administration Server before running the Diagnostic tool.




Failed to get details of sysadmins


1.     Check if SQL Server machine is accessible.
2.     Check if the logged on user has permissions on SQL to get the required details.




Could not get Database Server details from registry


1.     Check if SQL Server machine is accessible.
2.     Check if the logged on user has permissions on SQL to get the details.




Failed to get DLO Maintenance Server details from Database

1.     Check if the Database Server machine is accessible.
2.     Check if the SQL Services are running.
3.     Check if any of the Maintenance servers are configured to the DLO Server.




DLO Administration Service user account is not a local administrator

1.     Check if the DLO Administration Service user is local administrator on the machine where the DLO Administration Service is installed.
2.     If not, add the user account to the local administrator group.
3.     Go to, Lusrmgr.msc->Groups->Click on Administrators->Right click "Properties"-> Click Add.




SQL Service user account is not a local administrator


1.     Check if the SQL Service user is a local Administrator on the machine where SQL Services are installed.
2.     If not, add the SQL user account to the local administrator group.
3.     Go to, Lusrmgr.msc->Groups->Click Administrators->Right-click "Properties"-> Click Add to add the user.




Mindtree StoreSmart Service user account is not a local administrator


1.     Check if the Mindtree Storesmart service user is local Administrator on the machine where Dedupe component is installed.
2.     If not add user account to the local administartor group.
3.     Go to, Lusrmgr.msc->Groups->Click on Administrators->Right click "Properties"-> Click Add to add the user.




DLO Administration Service should not run as Local System Account (LSA)

1.     Check if the DLO Administration Service is running with the LSA account.
2.     If so, change it to Domain Account.




SQL Server should not run as Local System Account (LSA)

1.     Check if the SQL services are running with the LSA account.
2.     If so, change it to Domain Account.




Following extended stored procedures does not have required permissions

1.     To check the permissions, connect to the SQL Server Management Studio with the instance to which DLO is connected.

Follow the steps below:

Browse Databases folder.
Browse System Databases.
Expand master database -> Programmability ->Extended Stored Procedures.
Right-click on the Stored Procedure for which the error is displayed.
Click Properties ->Permissions.

2.     Check if the Execute Permission has been granted for the public user.




Failed to get Dedupe Storage Location details

1.     Check if the SQL Server is reachable.
2.     Check if SQL services are running with domain account.
3.     Check if the user who has run the tool has permissions on the dedupe database to fetch the details.


Note: Make sure the user who has run the tool is a Dedupe Administration.




Failed to Login as user

1.     Check if the password got expired or modified in active directory.
2.     If yes, update the password in DLO server console.
To update refer the section Changing Credentials under topic Configuring Dedupe Server in the DLO Administrator's Guide.
3.     Check if there is any policy blocking the login of the dedupe user.




Dedupe user is not a local administrator

Check if the Dedupe user is part of Local administrator groups on the machine where DSL is located.




Dedupe user is a domain administrator

1.     Check if the Dedupe user is part of any of the domain Administrator groups.
2.     If yes, Dedupe user should be moved out of the domain administrator groups.




Dedupe user does not have full control on DSL

1.     Check if the Dedupe user has full control on the Dedupe storage location.
2.     If not add the Dedupe user with full privileges.
3.     Check if the Dedupe user password got expired or modified in active directory.
4.     If yes, update the password in DLO Administration Server Console.
To update, refer the section Changing Credentials under topic Configuring Dedupe Server in the DLO Administrator's Guide.




DLO Maintenance Service is not running under Local System Account (LSA)

1.     Check if DLO Maintenance Service is running with LSA.
2.     If not change it to run with LSA.




Failed to get Dedupe Server details

1.     Check if the Database Server machine is accessible.
2.     Check if the SQL Services are running.
3.     Check if the user has the privileges to fetch the Dedupe Server details.

To check this, right-click the Dedupe Server name and select Manage.

4.     If the logged on user is not able to Manage, check if the user is a DLO Administrator.
5.     If not, add the user to the DLO Administrator Group.

For more information on adding DLO Administrator Accounts, refer Managing Administrator Accounts in the DLO Administrator's Guide.




DLO Administration Service user account is not a sysadmin

1.     Check if the Administration Service user is a sysadmin.

To check if the user is sysadmin, connect to the SQL Server Management Studio with the instance to which DLO is connected. Follow the steps below:

Browse Security folder.
Click Login.
Select the Administrator Server user.
Right click on the user.
Under Properties->Server roles, check if sysadmin is checked. If not, select the checkbox.




Edge Server not available

1.     Check if Edge Server machine is accessible.
2.     Check if the Veritas DLO Edge Server service is running with Local System Account.




Expired Certificate
Edge Server not available :SSL certificate problem: Unable to get local issuer certificate

1.     Check if the SSL certificate used for Edge Server has expired.
2.     Renew the expired certificate.
3.     Perform the Steps to Push Certificate from DLO Administration Console for the updated certificate.




SSL Certificate Chain issues
Edge Server not available: SSL certificate problem: Unable to get local issuer certificate

1.     Check if SSL certificate chain for the Edge server has missing certificates, extra certificates or incorrect certificate order.
2.     To resolve SSL Certificate Chain issues follow the below steps.
3.     Create a .crt file and place all the certificates in the order -Server certificate, followed by Intermediate chain certificates and then the Root certificate.

E.g.: There is a Server certificate dlocert.crt which is issued by dloserverCA.crt (root certificate) and their certificates have below content respectively.

Content in dloserver.crt:
-----BEGIN CERTIFICATE----- XXXXXXXXXXXXXXXXXXXXXXXXXXX
-----END CERTIFICATE-----


Content in dloserverCA.crt :
-----BEGIN CERTIFICATE----- YYYYYYYYYYYYYYYYYYYYYYYYYYYY
-----END CERTIFICATE-----


Then the new .crt file should have below content:
-----BEGIN CERTIFICATE----- XXXXXXXXXXXXXXXXXXXXXXXXXXX
-----END CERTIFICATE-----
-----BEGIN CERTIFICATE----- YYYYYYYYYYYYYYYYYYYYYYYYYYYY
-----END CERTIFICATE-----

4.     Perform the Steps to Push Certificate from the DLO Administration Console for the updated certificate.

Edge Server hostname resolution issue
Edge Server not available: Could not resolve hostname

Register this Edge Server URL in the DNS or add the host entry in all the machines.




Failed to get IO Server details from Database

1.     Check if the Database Server machine is accessible.
2.     Check if the SQL Services are running.




Failed to Start SQL Server Browser Service

Check if the password has expired or changed for the user with which SQL Browser Service is running.




DLO Administration Service should not run as Local System Account (LSA)

1.     Check if the DLO Administration Service is running with the LSA account.
2.     If so, change it to Domain Account.




Dedupe Server should not run as Local System Account (LSA)

1.     Check if the Mindtree Storesmart Dedupe Server service is running with the LSA account.
2.     If so, change it to Domain Account.




Dedupe Storage Location is not reachable

1.     Check if the Dedupe Storage Location machine is reachable.
2.     Check if the Dedupe user password got expired or modified in active directory.
3.     If yes, update the password in DLO Administration Server Console.


To update, refer the section Changing Credentials under topic Configuring Dedupe Server in the DLO Administrator's Guide.




Failed to get Edge Server details from Database

1.     Check if the Database Server machine is accessible.
2.     Check if the SQL Services are running.
3.     Check if the Edge Server is configured on the DLO Administration Console.




DLO Administration Service is not installed on machine but found an entry in registry

1.     Check if the DLO Administration Service is installed on the machine.
2.     This error can be ignored incase this error is seen when only the DLO Administration Console is installed on the machine.




Failed to check Dedupe Server status with HTTP request

1.     Check if Mindtree StoreSmart Dedupe Server service is started.
2.     Check if TCP/IP is enabled under SQL Server Configuration Manager.
3.     Check if the instance name of the SQL Server Service and the instance name present in context.xml of Dedupe Server matches.
4.     The default path for context.xml is: C:\Program Files\Veritas\Veritas DLO\Dedupe\Tomcat\webapps\DedupeServer\META-INF\Context.xml
5.     If there is a mismatch with the Instance name, then modify the context.xml file with correct instance name and restart the Mindtree StoreSmart Dedupe Server Service and check the Dedupe Server status.
6.     To check the Dedupe Server status, use the URL: http://<IP_Address_of_Dedupe_Server>:<Port>
7.     For example: http://172.28.16.129:8080/
8.     If the issue persists even after following the steps mentioned above, please check if it is a named SQL instance and check if the dynamic port is enabled in firewall. For more details, refer the Administrator's Guide section Veritas DLO Firewall Ports.
9.     Check if the password has expired or changed for the user with which Mindtree StoreSmart Dedupe Server service is running.




Failed to check Dedupe Server status with HTTPS request

1.     Check if Mindtree StoreSmart Dedupe Server service is started.
2.     Check if TCP/IP is enabled under SQL Server Configuration Manager.
3.     Check if the instance name of the SQL Server Service and the instance name present in context.xml of Dedupe Server matches.
4.     The default path for context.xml is: C:\Program Files\Veritas\Veritas DLO\Dedupe\Tomcat\webapps\DedupeServer\META-INF\Context.xml
5.     If there is a mismatch with the Instance name, then modify the context.xml file with correct instance name and restart the Mindtree StoreSmart Dedupe Server Service and check the Dedupe Server status.
6.     To check the Dedupe Server status, use the URL: https://<IP_Address_of_Dedupe_Server>:<Port>
7.     For example: https://172.28.16.129:8443/
8.     If the issue persists even after following the steps mentioned above, please check if it is a named SQL instance and check if the dynamic port is enabled in firewall. For more details, refer the Administrator's Guide section Veritas DLO Firewall Ports.
9.     Check if the password has expired or changed for the user with which Mindtree StoreSmart Dedupe Server service is running.




Veritas DLO Edge Server is not running as Local System Account (LSA)

1.     Check if the Veritas DLO Edge Server service is running with Local System Account.
2.     If not, change it to run with LSA.




Failed to start Veritas DLO Edge Server


1.     Check if the Veritas DLO Edge Server service is running with Local System Account.
2.     Open the command prompt and navigate to the Edge server install path.
3.     Traverse to the bin folder and execute the below command:

httpd.exe -k start -n "VeritasDLOEdgeServer"

4.     Read the output and try resolving the issue.




Failed to impersonate as user

1.     Check if the Dedupe user is not part of any of the domain administrator groups.
2.     Check if the Dedupe user has a privilege to access the DSL from any other machine other than the DSL machine.
3.     To check accessibility to the DSL, login to the any other machine with Dedupe user and check the accessibility of the share path.
4.     Check if the Dedupe user password got expired or modified in active directory.
5.     If yes, update the password in DLO Administration Server Console.

To update, refer the section Changing Credentials under topic Configuring Dedupe Server in the Administrator's Guide.




Database instance name not found in the Desktop Agent installer package

1.     Check whether the setup.ini file present in the Desktop Agent package has the DB instance name.

setup.ini path: <Server Install Path\DLOAgent>

2.     The string "DLODBINSTANCENAME" present in the setup.ini file should contain SQL instance name.
3.     If the instance name does not match or is not present, then update it with the correct instance name.




Database Server name not found in Desktop Agent installer package


1.     Check whether the setup.ini file present in the agent package has the Database Server name.
setup.ini path: <Server Install Path\DLOAgent>
2.     The string "DEFAULTDATABASESERVER" presnt in the setup.ini file should contain the Hostname\IP of the SQL Server.
3.     If Server Name does not match or is not present, then update with the correct Hostname\IP of the SQL Server.




Could not find setup.ini file in the Desktop Agent installer package

1.     Check whether the setup.ini file is present in the Desktop Agent installer package <Server Install Path\DLOAgent>.
2.     Check whether the logged on user has permissions to access shares present on different machines.