Gathering logs for troubleshooting the Backup Exec Deduplication Option

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  • Article ID:000008166

Problem

Gathering logs for troubleshooting the Backup Exec Deduplication Option

Solution

When troubleshooting issues with the Backup Exec Deduplication Option, Veritas Support technician may request additional logs in order to diagnose the problem.  This document outlines the process for setting Backup Exec up to gather those logs.

This is the short version of this document.  If you need a more detailed version with screenshots, see http://www.veritas.com/docs/000005927
 
Deduplication Folder Creation or Folder Discovery Issues (Offline/Undiscovered Deduplication Folders)
 
  1. Edit the pd.conf file in the Backup Exec installation directory using wordpad.
    The default location is C:\Program Files\Symantec\Backup Exec for Backup Exec 15 and prior versions and C:\Program Files\Veritas\Backup Exec for Backup Exec 16 and later.
  2. Change #LOGLEVEL=0 to LOGLEVEL=10 (note removal of # to uncomment the line)
  3. Find the lines are not commented from pd.conf file(Path where the pdplugin.log files is stored)
    # Windows:
    # DEBUGLOG = C:\pdplugin.log
  4. Change # DEBUGLOG = C:\pdplugin.log to DEBUGLOG = C:\Program Files\Veritas\Backup Exec\logs\pdplugin.log.
    For Backup Exec 15 and prior versions, it would be C:\Program Files\Symantec\Backup Exec\logs\pdplugin.log.
  5. Save and close the pd.conf file.

        Note: Changes to the pd.conf file become effective in a few seconds.

  1. From the Backup Exec Administration Console, click the Backup Exec button, select Technical Support, and then select Collect debug output
  2. In the Debug tab, click Capture, select the check boxes for Job Engine, Agent for Windows, Agent Browser... Backup Exec Server... Device & Media... and select the Capture to File check box.
  3. Click Settings, select Device and Media and select the Enable verbose logging check box.
  4. Attempt to create the Deduplication Folder.
 
Important: When troubleshooting is complete, change the pd.conf file back to the way it was originally (with the LOGLEVEL=0 line commented out) to keep the logs from filling up the disk. Otherwise, debug messages continue to be logged in the log file specified at the above step 4. The pdplugin.log file is NOT rotated and a new log file is created whenever it reaches the max log file size specified by MAX_LOG_MBSIZE.
 
Gathering Files
Run Veritas QuickAssist
 
Deduplication Folder Usage Issues
 
1. Leave the C:\Program Files\Symantec\Backup Exec\pd.conf file alone unless specifically directed to change it.
 
2. From the Backup Exec Administration Console, click the Backup Exec button, select Technical Support, and then select Collect debug output. In the Debug tab, click Capture, select the check boxes for Job Engine, Agent for Windows, Agent Browser... Backup Exec Server... Device & Media... and select the Capture to File check box.
 
3. Restart the Backup Exec services on the Backup Exec server.
 
4. Perform the activity that is exhibiting the problem.  Please try to make this as short as possible as the debug logs can grow very quickly and become difficult to transfer and process.
 
Gathering Files
Run Veritas QuickAssist
 
 
Troubleshooting GRT Backups (in cases where GRT backups are failing, but non-GRT backups are working)
 
Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.
If the problem relates to using Granular Restore Technology, then use Regedit to browse to the HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\PureDisk\PDVFS key and create a new DWord Value named DebugLevel and set its value to 3.  (Max is 6 but the logs get big really fast).

1. From the Backup Exec Administration Console, click the Backup Exec button, select Technical Support, and then select Collect debug output. In the Debug tab, click Capture, select the check boxes for Job Engine, Agent for Windows, Agent Browser... Backup Exec Server... Device & Media... and select the Capture to File check box.

2. Restart the Backup Exec services on the Backup Exec server.

3. Perform the activity that is exhibiting the problem.  Please try to make this as short as possible as the debug logs can grow very quickly and become difficult to transfer and process.
 
Important: When troubleshooting is complete, delete the PDVFS DebugLevel registry key to keep the log files from filling the disk. Otherwise, debug messages continue to be logged in the log file. The PDVFS log file is NOT rotated and a new log file is created whenever it reaches the max log file size.
 
Note:  The DebugLevel key only affects warning and informational log messages.  Error messages are always logged to the PDVFS log file regardless of the settting of the DebugLevel key.
 
Gathering Files
Run Veritas QuickAssist

Remote Agent Deduplication (RAD) Issues
 
Gather all the logs for troubleshooting Deduplication Folder Usage Issues on the Backup Exec Server as well as the server where the RAD is located.
 
Since there is no user interface at the remote server, the Debug Monitor for active debugging utility has to be run separately.  It is the C:\Program Files\Veritas\Backup Exec\RAWS\sgmon.exe program.  Run Veritas QuickAssist.

 

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