1. HFS TSM Software
The IT Services HFS Team have built and configured the TSM Client installer specifically for use within Oxford University. This should simplify the installation and automatically configure a large number of elements to ensure that the installation is fit for purpose.
The HFS TSM for Windows installer:
- Unpacks the software
- Checks for the required network connectivity
- Prompts the user for a TSM Nodename and Password if this is a fresh install
- Cleans up any existing TSM software - removing Desktop Shortcuts and stopping and/or uninstalling TSM Scheduled services
- Installs the TSM software via the Windows standard msi installer
- Automatically configures the TSM Scheduled Services.
To support any issues encountered during the installation and to assist the troubleshooting process the installation writes a log of this process to a file called 'tsm-install.log' in the user's temporary folder and is most useful in initial diagnosis of client installation problems. The log file is most easily found by starting the Run command from the Windows Start menu and running 'explorer %temp%'.
Interpreting the log file
The log file produced is a standard text file, and is generally very small and easy to read
The steps below will guide you through process of the installation on a Windows Client, identify when elements are written to the tsm-install.log and the possible issues and errors you will see along the way
- Customer downloads the TSM Installation - no log entries written
- Customer double clicks on the downloaded file to begin the installation - no log entries written
Customer clicks on
Unzipto Unzip and commence the installation
The self-extracting exe unpacks the software to
c:\tsm_/hfs/help/images, with the self-extracting exe is set-up to automatically run the
tsm.exe– at this point the log file is created (if new) or appended to.
- The 'ProgramFiles' setting in the user's environment is then read and the TSM Program Folder is then constructed from this. This is the target destination for much of the TSM software.
The config file for the installation 'tsm.ini' is then read. This lists any dependencies for the TSMclient software and, importantly, the host TCPIP address and port number of various HFS TSM servers. - the log file so far will look like this:
The installation now checks whether the installation being performed is for the current operating system:
If you are trying to install the wrong version the log file entries will look like the following and the installation will have terminated - The solution is to download the correct installation file for the operating system being used and try again
If you are installing the correct version the log file will look like this and installation will continue
- If you are trying to install the wrong version the log file entries will look like the following and the installation will have terminated - The solution is to download the correct installation file for the operating system being used and try again
The installation now checks that communication can be established between the client and the TSM Servers:
If communication cannot be established to the servers you will see these entries in the installation log and the installation will terminate with an error message displayed to the user - Check that the user is physically connected to the University Network or connected via VPN.
- If the user does already have a physical or VPN network connection, please refer to the Network Connectivity Troubleshooting Guide
If communication is successfully established to some but not all of the TSM servers you will see the following entry in the installation log and the user will have a form displayed to them - If the nodename and password are then not accepted it may be due to the server that the client couldn't communicate is the one required for this node, this is likely to be a Firewall or DNS error and you should contact your local IT Support staff to assist
If communication is successfully established to the servers you will see the following entry in the installation log and the user will have a form displayed to them
- If communication cannot be established to the servers you will see these entries in the installation log and the installation will terminate with an error message displayed to the user - Check that the user is physically connected to the University Network or connected via VPN.
The user is then shown the first installation screen, which is requesting for a Nodename and Password, once entered the user clicks
The installation then checks for any TSM desktop shortcuts and any TSM Services, removing/stopping them if they exist:
The installation then verifies the Nodename and Password with one of the TSM Servers
This article aims to provide checks to ensure that your client is configured correctly to communicate with the TSM Servers across the network. You have most likely been directed here as you are experiencing issues when entering the TSM client.
You will be experiencing one or more of the following error messages when starting the TSM client:
1. Checking the basics
First things to check are the basics....therefore please check the following:
In order for us to check the client configuration we need to find out which of the TSM servers your node should be connecting to, to do this follow these instructions:
Now that we have the required server details we can check the TSM Client Configuration through the TSM client itself - if your preference is to view the client settings through a text editor then use the Checking the TSM Client - OPT File instructions
Problem now resolved?
If the error messages still appear and/or if the client was set-up correctly and no changes were made please review the Network Connectivity Troubleshooting Guide
Another way to check the client is configured correctly is to check the DSM.OPT file, this should produce the same results as using the GUI as shown above but may be preferable to some users: If you prefer to use the GUI Interface then go back to those instructions.
Problem now resolved?
If the error messages still appear and/or the client was set-up correctly and no changes were made please review the Network Connectivity Troubleshooting Guide
- Error message "ANS2610S TCP/IP communications failure between the client and the server machine."
- Error message "TCP/IP invalid host name."
Error message "ANS1252W The Server you are connected to does not support this function":
Message "Do you wish to continue for purposes of local backupset restore?":
TSM Client has Backup, Archive and Retrieve options greyed out
Can you access other services such as the internet? e.g. http://www.it.ox.ac.uk or http://www.google.co.uk
Obviously if you are reading these instructions online you can access the internet, although they may have been sent to you in PDF format for troubleshooting purposes
- If yes then please proceed to the next question
If no, then there is a problem local to your machine or to your local network. Network connectivity is essential to being able to use the TSM Client software and this issue needs to be resolved before progressing with the TSM troubleshooting. Below are some suggestions that may assist:
- Check that your network cable is plugged in
- Check that there a lights showing on your network connection
- Reboot your machine to completely refresh your connection settings
- Contact your Local IT Support Officer who will be able to assist further
Is your computer physically connected to the Oxford University network or connected to the Oxford University network via the VPN Service?
- If Yes, then please proceed to the next question
- If No, the backup service will only work when you are connected to the Oxford University network. Please connect to the Oxford University network and try again.
Is your TSM Node locked?
If your TSM node is locked then you will not be able to communicate with the servers until it is unlocked, to check your nodes status do the following:
- Go to the TSM Self-Registration Home Page
Select the node you are trying to use and from the drop down list provided choose
[View Client Information]
- If your nodes Locked status is Yes then you will need to contact the Help Center to get this unlocked.
If your nodes Locked status is No then also check the Last Password Change date, if the date shown is over a year ago then your password may have expired and will need to be changed. To do this..
TSM Home Pagebutton
Select the required node and from the drop down list provided choose
[Change Client Password]and follow the on screen instructions to reset the nodes TSM password.
- Once reset, try the TSM Client again (you will need to close and reopen)
- Click on
- If you are still having issues then please proceed onto the next section.
- Browse to the TSM Self-Registration Home Page
In the drop down box next to the Registered TSM Client, click on
[View Client Information]- Please note that not all clients will report to the same server and therefore if you are troubleshooting more than one client you will need to find the details of each clients server
You will see a screen similar to the one below, make note of the Server reference details
- This server reference relates to a physical server name as shown in the table below, please make a note of the corresponding Server name, IP Address and Port number from the HFS TSM server details page and also make a note of the full Nodename of your client as we will use these to check the client configuration.
- Open the TSM Client
- Acknowledge the error messages and open the TSM Client Software
Within the TSM Client click on
[Edit]and then select
By default you will see the General Preferences screen displayed
Check that the Nodename shown on screen is exactly the same as the
Nodenameyou noted down earlier
If the Nodename was different to the one you noted down, change it within the TSM Client and click
Now from the options down the left hand side click on
Now check that the following settings are correct against those you noted down for your node:
- Communication Method = TCP/IP
Server Address =
Your Server name
Server Port =
Your Server Port
Admin Port =
Your Server Port(this should be the same as the TCPPORT)
If any of your TSM settings were different to those noted down, change them within the TSM Client and click
- Close down the preferences editor and then close the TSM Client Software, now try going back into the TSM Software and see if the same error messages are received
- Ensure that the TSM Client is not running
Browse to the location of the DSM.OPT file (
Double click on the
dsm.optfile, by default Windows will not recognise the file type so when prompted select
[select a program from list]and click
From the list of programs chose notepad and click
dsm.optfile will open in the notepad application
Check that the following settings are correct against the details you noted down earlier:
Your Server Name
Your Server Port
Your Server Port(this should be the same as the TCPPORT, although this entry may not be visible in the dsm.opt file)
- Nodename =
If any items were incorrect and have been changed click on
[Save]and then close down the file.
- Now try going back into the TSM Client and see if the same error messages appear
If the either the Nodename and Password are incorrect a prompt will be displayed and the user asked to re-enter the details - Solution is to check the nodename and reset the password if required using the TSM Self Service Registration Page
If the Nodename and Password are correct the installation will proceed
It is at this point that an
MSI.Logfile is also created
The installation then copies a
dsm.optfile that is configured for the new node
- The TSM Software is then installed using the standard Windows Installer
The TSM Software then configures and starts the TSM Services, at this point the installation also checks if the client has over 100GB to be backed up:
The user is then prompted with the final screen and can click
Finish- this generates the final entry in the tsm-install.log
You should have now been able to successfully troubleshoot client installation errors by going through the
TSM-INSTALL log file.