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TSM Networking Troubleshooting Stage 3

1. Introduction

This section is aimed to provide some further network troubleshooting information to ensure you have a successful connection to the TSM backup servers. This is in addition to the basic checks and the Network Connectivity Troubleshooting Guide.

Just to recap:

I have internet access

I am connected to the Oxford University network either directly or via VPN

My TSM Node is not locked

My TSM Password is not due to expire

My TSM Client is configured correctly

I can ping the required IP Address

2. Troubleshooting TSM Specific Connection Issues using tracert

Below are some further checks you can make if a client is failing to connect to the TSM Servers.

2.1. Running the tracert command

The tracert (pronounced 'Trace Route') utility can check how many 'hops' it takes to connect your computer with another computer. In this instance we know that the connection is likely to fail, due to previous tests, and therefore we are using this utility to see if the problem is local to this client or at some point between the client and the server.

  1. Click on Start (or the Windows Icon)
  2. Click on Run (or "start here")
  3. Type CMD and hit Enter or click OK
  4. You should now see a command prompt screen as shown below:

  5. At the command prompt type tracert ipaddress and hit Enter - where the ipaddress relates to the server you are trying to connect to:

    Now review your results with those listed below:

2.1.1. Review the Tracert Results

  1. If the tracert returns one or more successful 'hops' but fails to reach its end destination, as shown below, this demonstrates that the problem is not local to the machine running the TSM Client, you should contact your Local IT Support as this may highlight a physical network issue or network firewall misconfiguration/issue.

  2. If the tracert returns no successful 'hops' this highlights a local configuration issue. There are some guidelines available to check the Firewall/Ant-Virus Software, which are the most likely causes:

  3. If the tracert completes as shown below, this generally means that the tracert has been successful. If this is the case then please try the TSM Client again as this demonstrates connectivity between the client and server - if the client fails to work again but tracert is still working then return to the Network Troubleshooting Guide and start again as clearly something has started work from the original ping failures:

Written by IT Services. Latest revision 27 November 2017