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Commvault Hardware Troubleshooting

The document outlines hardware troubleshooting steps for drives and libraries in Commvault. It describes common issues like drives going offline due to bad media or being dirty, tapes getting stuck in drives, and media agents or servers becoming unavailable. The steps provided include suspending jobs, marking drives for maintenance, cleaning drives, resolving stuck tapes, restarting services, and logging support cases for hardware issues. Robotic arm or library faults may require parts replacement by the vendor.

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Shazli Abbas
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© Attribution Non-Commercial (BY-NC)
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Download as DOCX, PDF, TXT or read online on Scribd
691 views

Commvault Hardware Troubleshooting

The document outlines hardware troubleshooting steps for drives and libraries in Commvault. It describes common issues like drives going offline due to bad media or being dirty, tapes getting stuck in drives, and media agents or servers becoming unavailable. The steps provided include suspending jobs, marking drives for maintenance, cleaning drives, resolving stuck tapes, restarting services, and logging support cases for hardware issues. Robotic arm or library faults may require parts replacement by the vendor.

Uploaded by

Shazli Abbas
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Hardware Troubleshooting Steps in Commvault

-Abbas Shazli

1)Drive Offline :
Can occur due to the following reasons:

Bad Media residing in the drive


Troubleshooting steps : 1. 2. 3. 4. Suspend / Cancel the active job Mark Drive into maintenance Unload the drive Mark media as bad if it has more Hard errors , Mark media as full / format the tape depending on the retention time 5. Reset the drive. Uncheck the mark drive into maintenance option 6. Resume the suspended jobs.

Drive not cleaned


This is due to longer usage of the drive which probably may lead to the dust to get deposited within it. Troubleshooting Steps: 1. Suspend / cancel the active job. 2. Mark Drive into maintenance 3. Check if there is Cleaning Tape is available in the library. Check if auto-cleaning option is enabled. If no, then clean the drive. 4. Mark drive as cleaned, also mark drive as fixed. This will reset all threshold counts of the drive to zero. 5. Uncheck the Mark drive into maintenance option. 6. Resume the suspended jobs.

Tape stuck in the drive


Troubleshooting Steps: 1. 2. 3. 4. 5. 6. Suspend / cancel the active job. Mark Drive into maintenance. Try unloading the drive. If its not happening, try removing the stuck tape from the library console. If Step 4 doesnt work, contact Media team to remove the stuck tape. Once stuck tape is removed, uncheck Mark drive into maintenance option. 7. Resume the suspended jobs.

Media Agent assigned to the particular drive offline


This occurs when a active backup job whose media agent is down is running on a drive. Troubleshooting Steps: 1. Suspend / Cancel the active job. 2. Mark Drive into maintenance. 3. Check any other job whose media agent is different than the latest , runs on this particular drive (after un-checking Mark Drive into maintenance option). 4. If yes, then its confirmed that earlier jobs media agent is having an issue. 5. Login to the media agent, check if its up. Reboot the media agent server if down (Co-ordinate with OMC-WIN), after suspending all the backup jobs corresponding to the media agent. 6. If the media agent is up, suspend all the active jobs visible in your Commcell console which have corresponding media agent. Restart the Commvault services . The services should be up and running. If not try for the server soft reboot. 7. By this time, your drive issue should be fixed. 8. Uncheck the Mark Drive into maintenance option and resume the suspended jobs.

2 )Library Offline :
Library can go offline due to various reasons. They are:

Multiple Drives going Offline :


Troubleshooting Steps : Already mentioned above.

Commserve server (backup server) services not up / server down :


Troubleshooting Steps: 1. Restart the Commvault services. Check if all the services are up. 2. If services are not up , you may soon find that the commcell console wont be responding well. 3. Immediately go for a soft re-boot of the commserve (ex: s3-bak01 in CDI environment). You need to co-ordinate with OMC-WIN and get the server up and running.

Robotic Arm Stuck in the Drive or faulty parts(Library) :


Troubleshooting Steps: Need to log a case with vendor support (Quantum) for replacement if necessary and follow up till you get the issue fixed.

Please Note : If the troubleshooting on the commcell console is not fruitful, login to the library console and perform the troubleshooting. If the Drive, Library or Media is faulty, the library console will show warning sign on the respective icons where the fault has occurred. Click on the icon bearing the warning symbol, you will get the detailed error message. Click resolve, on the RAS tickets which are auto-generated if there is an issue. You will get guidelines / procedure how to proceed with the problem. At the worst scenario , you need to log a case with the vendor for replacement of the drive or parts.

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