HFS knowledgebase

HFS Spectrum Protect/TSM error messages and their solutions

Below is the HFS Spectrum Protect/TSM Knowledgebase of error messages and their solutions.

If you cannot find what you need to know, please contact either the IT Services Service Desk on help@it.ox.ac.uk or the HFS Team on hfs@ox.ac.uk.

You can also open an online Service Request for help and support.

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Summary This article will advise you on how to ensure you have sufficient access right to complete the installation of the TSM Software
Symptom Error message "Can't create output file: c:\tsm_images\setup\0x0404.ini" when extracting the TSM Installation Software
Cause The user does not have sufficient access rights on the client to extract the files
Resolution The installation of the TSM Client requires a minimum of Power User access right to complete the installation successfully, therefore you will need to do one of the following to complete the installation process:
  • Log in with user account with Administrator access rights and re-run the download and extraction of the TSM Installation Software
  • Use the Runas command to run the installation under an account with Administrator privileges
Status Windows requires certain privileges to perform tasks
More Information Windows XP
Applies To TSM, HFS, Windows

Summary This article will advise you on how to ensure you have sufficient access right to complete the installation of the TSM Software
Symptom Error message "Run-time error '70': Permission denied" attempting to install TSM Client Software
Cause The user does not have sufficient access rights on the client to extract the files
Resolution The installation of the TSM Client requires a minimum of Power User access right to complete the installation successfully , therefore you will need to do one of the following to complete the installation process:
  • Login with user account with Administrator access rights and re-run the download and extraction of the TSM Installation Software
  • Use the Runas command to run the installation under an account with Administrator privileges
Status Windows requires certain privileges to perform tasks
More Information Windows XP
Applies To TSM, HFS, Windows

Summary This article will guide you through resolving a failed installation of the TSM Client software
Symptom Error message "Run-time error '53': File not found" occurs when attempting to install the TSM Client from a failed client installation and the user is attempting to manually run the installation from the downloaded TSM.EXE client
Cause When the installation is first run, two files are accessed and then deleted by the installation routine, this means that if for any reason the installation does not complete then the installation is missing two files. This is by design through the installation routine created by the HFS Team.
Resolution Download the installation packages from the clients page of the HFS website and re-run the installation
Status This is by design of the current installation package - this is being review for future installation packages
More Information Windows
Applies To TSM, HFS, Windows

Summary This article will guide you through a number of checks to ensure that you have the appropriate network connectivity to install the TSM Client Software. In addition to the error message displayed the %temp%/tsm-install.log will contain repeated "winsock" errors
Symptom Error message "Run-time error '5': Invalid procedure call or argument" occurs when attempting to install the TSM Client - this happens after the TSM Client software has been downloaded and occurs during the installation routine
Cause This happens due to the client not being able to connect to any of the HFS Servers - during the installation routine
Resolution

Please follow these troubleshooting steps to ensuring you have the appropriate connectivity:

  1. Are you able to access the internet?
    • Yes - please proceed to next point
    • No - there is a local network connectivity issue, please resolve this before attempting to use the TSM Services
  2. Are you connected directly to the Oxford University Network? (not via Wireless or VPN)
    • Yes - please proceed to next point
    • No - ensure VPN is running and connected
Status You must have sufficient network connectivity in order to successfully complete the TSM Installation
More Information Windows
Applies To TSM, HFS, Windows

Summary This article will assist you in locating the reason that TSM is reporting error ANS1252W on your machine.
Symptom Error message "ANS1252W The server you are connected to does not support this function" occurs when you attempt to start the TSM client software.
Cause This message is misleading, and is only reported by early versions of TSM 6.1. It occurs when the TSM client is unable to connect to the HFS server.
Resolution

Please follow these troubleshooting steps:

  1. Is your TSM account locked? Go to the HFS Portal and select the node name. The Locked status is in the summary tab. The locked status will be either:
    • Yes - please contact hfs@ox.ac.uk and ask for your node to be unlocked.
    • No - please proceed to the next point.
  2. Are you able to access the internet?
    • Yes - please proceed to the next point.
    • No - there is a local network connectivity issue: please resolve this before attempting to use TSM.
  3. Are you connected directly to the Oxford University network (i.e. not via wireless or VPN)?
    • Yes - please proceed to the next point.
    • No - ensure VPN is running and connected.
  4. If you have still not resolved the issue, please upgrade to the latest version of TSM. Then check what, if any, error message you still receive. Please use the network troubleshooting guide for further advice and support.
Status Applies to older versions of TSM 6.1 only (TSM 6.1.2); either your node is locked or you do not have sufficient network connectivity to run TSM.
More Information  
Applies To TSM, HFS, Windows

Summary This article will guide you resolving a Java client issue that prevents the TSM Client from loading.
Symptom When attempting to start TSM, a grey box appears and the TSM software does not start.
Cause The exact cause is unknown, but the cause is believed to be a conflict between the version of Java shipped with the TSM client and the graphics driver on the local machine.
Resolution Please follow the instructions on our page concerning this Java problem to resolve the issue.
Status Incompatible Java version - this is a workaround to resolve the issue.
More Information This has currently been found to affect Dell Optiplex 780 machines which were shipped with Windows 7 and downgraded to Windows XP. The version of Java shipped with the TSM Client that is used within Oxford University is an IBM version of Java that was produced in approx. 2008.
Applies To TSM, Java, Windows

Summary This article will guide you resolving a "File not found" warning message when attempting to perform a restore
Symptom After selecting which files/folders to restore and clicking Restore, the task list appears and states "Preparing". After a period of time an warning message states "File not found". Clicking OK takes you back to the restore screen.
Cause A possible cause is that you are attempting to restore from an old machine to a new machine and have left the original location option set instead of selecting an alternative location - this is required as when using the original location the system uses the UNC path of the original files, such as \\oldnodename\c$\etc. Alternatively, perhaps your machine has been renamed between backup and restore: in this case too, the UNC paths would not match.
Resolution Please follow the instructions restoring data to a new machine..
Status You must select Following location when restoring data to a different machine, and then select a place to restore data to.
More Information  
Applies To TSM, Windows, Restoring

Summary This article will guide you resolving a "File Already Exists" followed by repeated (if you select the overwrite option) "File is Read Only - Force Overwrite" messages when attempting to perform a restore
Symptom After selecting which files/folders to restore and clicking Restore, the task list appears and states "Transferring". A message may appear stating a "File Already Exists", if you select Overwrite you see a message that states "File is Read-Only - Force Overwrite", clicking the Overwrite just repeats the second message.
Cause Possible Cause - A possible cause of this issue is that you are attempting a restoring files to a location that you do not have write access to.
Resolution Please restore the data, selecting an alternative location you do have write access to.
Status You must select have write access to the folder to which you are restoring data to
More Information  
Applies To TSM, Windows, Restoring

Summary This article will guide you through resolving the error message "Failed to install client.  Please contact the HFS, quoting return code: 1603" during TSM client installation.
Symptom When trying to install TSM, the error message "Failed to install client.  Please contact the HFS, quoting return code: 1603" is returned, stopping the installation from continuing. There are three possible causes.
Cause 1 The most likely cause is that the user is attempting to install TSM with insufficient privileges.
Resolution 1 Please check that you are logged on as a user with administrative privileges.  If not, please do so, and then try again.
Cause 2 Alternatively, a current TSM service may still be running, thus preventing a new installation.
Resolution 2 Try stopping this service in Control Panel > Administrative Tools > Services, and then restarting the installation.  If the error persists then it can usually be solved by rebooting the machine.
Cause 3 Lastly, it may be that the version of TSM that you are trying to install is not supported on your version of Windows, for example the latter is Windows 2000 (not supported in TSM 5.4 or higher), or it is 64-bit but the chosen TSM installation package is for 32-bit Windows.
Resolution 3 Check that you are running a supported version of Windows.
Status  
More Information If this error code is still reported a second time by the installer after a reboot and when you are logged on as an administrator, please contact hfs@ox.ac.uk, stating your version of Windows and including the TSM log files tsm-install.log and msi.log.
Applies To TSM, Windows

Summary This article will guide you through resolving the error message "Failed to install client. Please contact the HFS, quoting return code: 1618" during TSM Client Installation.
Symptom When trying to install TSM, the error message "Failed to install client. Please contact the HFS, quoting return code: 1618" is returned, and the installation fails
Cause This error code indicates that another installation is already running.
Resolution Stop the other installation and try again. If no other installation is visibly running then reboot the machine and try again.
Status  
More Information  
Applies To TSM, Windows

Summary This article will guide you through resolving the error message "Failed to install client. Please contact the HFS, quoting return code: 1619" during a TSM Client Installation.
Symptom When trying to install TSM, the error message "Failed to install client. Please contact the HFS, quoting return code: 1619" is returned, and the installation fails.
Cause This error code indicates that some files are missing during the installation.
Resolution Download the installation files using the links from the Getting Started section.
Status  
More Information  
Applies To TSM, Windows

Summary This article will guide you through resolving the error message "Failed to install client. Please contact the HFS, quoting return code: 1633" during a TSM Client Installation.
Symptom When trying to install TSM, the error message "Failed to install client. Please contact the HFS, quoting return code: 1633" is returned, and the installation fails.
Cause This error code 1633 indicates an incompatibility between the version of Windows and that of TSM.
Resolution Windows can be 32-bit or 64-bit, and TSM needs to match it. Windows is usually 32-bit, so the normal reason for this error is an attempt to install 64-bit TSM software on 32-bit Windows.  On which version to download, please see our download page.
Status  
More Information  
Applies To TSM, Windows

Summary This article will guide you through resolving the problem that the size of the folder C:\adsm.sys is growing larger with every backup.
Symptom When TSM backs up Windows system data, it composes it beforehand in the temporary staging directory C:\adsm.sys.  Such data is backed up by default on servers, and optionally can also be backed up by desktop/laptop clients. In some cases, older data is not removed from C:\adsm.sys, meaning that that directory can theoretically continue to grow in size until it fills C:.
Cause In some older versions of TSM, there are bugs which cause the system data under the staging directory C:\adsm.sys not to be deleted once it has been backed up by TSM.  The older fault, 'IC71847: C:\adsm.sys directory not cleaned up during system state backup...', applies to TSM versions before 5.5.4, 6.1.5 and 6.2.3: in this case, the old files are never removed by TSM.  A more recent problem occurs on TSM 6.2.2 and 6.2.3 only: here, restarting the TSM scheduler will remove the unwanted data.
Resolution Upgrade to the latest version of TSM for Windows, or at least to TSM 6.2.4.  Please note that the data accumulated due to the older fault is not removed by upgrading, so you should therefore also make sure to delete the contents of C:\adsm.sys.
Status  
More Information  
Applies To TSM, Windows

Summary This article will guide you through resolving the error message "Unknown system error. Please check the TSM Error Log for any additional system information", or "ANS7650 The user does not have sufficient privileges to execute IBM Tivoli Storage Manager", followed by "ANS5179E TSM is unable to continue. Exiting program", when you try to run TSM.
Symptom When trying to run TSM the error message "Unknown system error. Please check the TSM Error Log for any additional system information", or else "ANS7650 The user does not have sufficient privileges to execute IBM Tivoli Storage Manager", is returned, followed by "ANS5179E TSM is unable to continue. Exiting program." However, there is no problem with running scheduled backups, as reported in dsmsched.log and the HFS Backup & Archive Services Portal.
Cause These error messages are returned when TSM for Windows is run within an account which does not have the appropriate permissions.
Resolution To run TSM on Windows for the purposes of a manual backup or a restore, it is necessary either to be logged on as a user with administrative permissions, or else to follow the instructions on our page on backing up in Windows as a non-administrative user.
Status  
More Information TSM, Windows
Applies To TSM

Summary This article will guide you through resolving the error message "ANS40561 Pre-requisite Microsoft Windows hotfix... is not installed." when you try to run a manual backup in Windows 2003.  The hotfix mentioned is KB940349, KB934016, or else both KB940349 and KB934016.
Symptom When trying to run a manual backup in Windows 2003 the error message "ANS40561 Pre-requisite Microsoft Windows hotfix... is not installed." is returned.
Cause The hotfixes KB940349 and KB934016 are required for TSM to be able to back up System State correctly. If you try to back up System State manually then you may receive the above message regarding one or both of these hotfixes.
Resolution 1 Check whether the hotfixes KB940349 and KB934016 are installed on the system.
Resolution 2 If you still receive the above error message regarding KB940349 even after installing this hotfix, then this is due to a bug in TSM 6.3.0 and 6.3.1.  Once the hotfixes are installed, you should find that you are able to back up System State.  This bug has been logged by IBM as IC90610 and is due to be fixed in TSM 6.3.2.
Status  
More Information  
Applies To TSM 6.3, Windows 2003

Summary In some situations, the TSM GUI client does not display mapped drives for either backup or archive, despite the command line client backing them up fine.  This is to do with the way the drives have been mapped.  Note that the TSM scheduler and command line client are not affected.
Symptom When attempting to back up or archive files from a mapped network drive via the TSM GUI, the TSM GUI does not display the mapped drives under Network.  The command line client backs up the mapped drives as expected.
Cause This is due to the way the drives have been mapped.  The drives need to be mapped as the Administrator.
Resolution To access the mapped drives, run the Windows command prompt as administrator (right-click on the command prompt shortcut and choose Run as Administrator).  Then issue the command net use [drive letter:] \\servername\sharename.  The TSM GUI should now be able to see the mapped drive.  This solution does not persist across reboots and so must be run before each manual GUI backup.
Status  
More Information TSM GUI, Windows
Applies To Windows 7, 8, 2008, 2008R2, 2012

Summary

The HFS TSM installer reports that it is 'Gathering required information' but then closes; TSM has not been installed.
Symptom TSM cannot be installed.
Cause The TSM installer does not have the correct privileges for installation to be successful. This problem has been seen on managed machines where a user has a standard account. Though administrator access is available to the user, this is granted via a separate account and not via account elevation, which appears to prevent the TSM installer from completing successfully.
Resolution It is recommended that TSM be both downloaded and installed by a user with who has full administrator rights on the machine in question. This ensures both that access is available to the downloaded file and also that TSM can be installed. In cases where we have seen this problem, however, the following method has proven successful:
  1. Run a command prompt as administrator. To do this, type in cmd in the Windows search box, but do not press Enter; when cmd.exe appears, right-click on it and select Run as administrator.
  2. In the resulting window, navigate to the folder where the TSM installation package has been saved. For example, the necessary command might be:
    cd "C:\Users\your-username\Downloads"
  3. Run the TSM installer, preceded by the command msiexec.exe /i. The exact name of the installer will be that of the file which you downloaded from the HFS website. For example, you might need to enter:
    msiexec.exe /i tsm-7.1.3.2_1-win64.msi
Status  
More Information TSM, Windows
Applies To Windows

Summary Backing up files stored in the cloud (i.e. OneDrive)

The backup of files stored in the cloud can fail silently, potentially leaving some files unprotected.

 

.

  
Symptom

The Spectrum Protect error log (dsmerror.log) records a message which indicates that a cloud file could not be backed up. 

'ANS9999E .... Error Description: Access to the cloud file is denied.'

You may therefore be unaware that some files are not backed up.

  
Cause

Spectrum Protect cannot access a file because the file is not located on the local machine.

  
Resolution 

This problem is partially fixed by following the steps below:

  1. Upgrade to Spectrum Protect 8.1.10.0 or higher. Check if you have an old version of Spectrum Protect. If you do not have Spectrum Protect 8.1.10.0 or higher, upgrade the backup software.
  2. Decide either to store all your OneDrive (or other cloud storage provider like DropBox) files on your local machine. In OneDrive this involves right-clicking your OneDrive folder and ensuring that the option 'Always keep on this device' is selected with a tick. Be careful to ensure you have enough space on your local machine to do this before starting.
  3. Or exclude your local OneDrive folder from your backup and then restart the Spectrum Protect scheduler.
  
Status See IBM APAR IT31043.  
More Information    
Applies To Spectrum Protect, Windows  

Summary Backup of a Mac fails while sending data from a drive or partition holding a very large number of files (typically, over a million).
Symptom Manual or scheduled backup of a Mac cuts out unexpectedly.
Cause Possible Cause - A Mac may run out of memory while backing up a drive or partition with a high file count. Please try one or both of the following two suggested resolutions.
Resolution 1 Exclude files from backup. Excluded files are not counted by TSM, and so if you have fewer files to back up then TSM is more likely to complete. You may only want to back up a small amount of the data on your machine, much less than TSM is selecting for backup by default. Please see our guide on how to exclude files and folders from backup.
Resolution 2 Alter the way that TSM uses memory when it runs backups. TSM is analysing each whole drive for backup in one go, but a simple change in its settings will make it process just one folder at once. It will therefore use less memory and this can fix the cut-out problem. Run TSM Tools for Administrators > Tivoli Storage Manager. Go Edit > Client Preferences > Performance Tuning (tab).  Under Memory Usage Algorithm to be used during backup, change the selected button to Use memory saving method (from the default Use memory-resident method). Click Apply then OK.
Status  
More Information  
Applies To TSM, Mac

Summary This article will guide you through resolving the error message "ANS1971E The remote client agent (dsmagent) could not be started" or "ANS5179E TSM is unable to continue. Exiting program" when you try to run TSM.
Symptom When trying to run TSM, the error message "ANS1971E The remote client agent (dsmagent) could not be started" (TSM 5.5.2) or "ANS5179E TSM is unable to continue. Exiting program" (earlier versions of TSM 5.5) is returned.
Cause This message occurs because of an incompatibility between early versions of TSM 5.5 and Java Update 4 on Mac OS X 10.5.7. The TSM graphical interface is affected but both scheduled and command line backups will still function.
Resolution The issue is fixed from TSM 5.5.2.3 onwards: please upgrade to the latest version of TSM for Mac OS X 10.5.
Status  
More Information  
Applies To TSM

Summary This article will guide you through what to do when files expected to be available for restore by Spectrum Protect for Mac are not listed
Symptom Files expected to be available for restore by Spectrum Protect for Mac are not listed.
Cause You may not be able to see your restorable files on a Mac if you do not have permission to view them.
Resolution 1 The more common reason for this problem is that Spectrum Protect was run directly from the Spectrum Protect folder within Applications, rather than via the option Spectrum Protect Tools for Administrators. Spectrum Protect needs the Mac administrator password in order to allow you to see your files. Please ensure that you run Spectrum Protect via Spectrum Protect Tools for Administrators, which will oblige you to enter your Mac password and thus give you access to your files for restoral.
Resolution 2 If Resolution 1 did not enable you to see your files, then a small configuration change may be required. From macOS 10.15 (Catalina) onwards, Apple changed how programs access files. If you have reformatted your Mac and are attempting to restore your files, even if you have the same username as before, you therefore may not technically have permission to view backed-up files by default. To fix this problem you need to add the following text to configuration file dsm.opt: testflag guiskipdiraccesscheck. For the location of dsm.opt please see our FAQ item Where are the backup client software configuration and log files located?. If you require assistance in this matter, please contact the HFS Team on hfs@ox.ac.uk.
Status  
More Information  
Applies To Spectrum Protect

Summary This article will guide you through resolving the error message "connect_test() returned an error code 5" or "ANS5155E Valid password not available" when you try to run TSM.
Symptom When trying to run TSM, the error message "connect_test() returned an error code 5" or "ANS5155E Valid password not available" is returned.
Cause This error is caused by a wrongly-cached password.
Resolution Proceed as follows:
  1. Reset your TSM password in the page for your node at the HFS Backup & Archive Services portal.
  2. Run Applications > TSM Tools for Administrators > Reconfigure Node.
  3. Enter your Mac administrator password when prompted.
  4. Enter your TSM nodename and your new TSM password when prompted.
Status  
More Information  
Applies To TSM, Mac

Summary This article will guide you through resolving the error message "ANS1217E Server name not found in System Options File" when you try to run TSM on a Mac.
Symptom When trying to run TSM, the error message "ANS1217E Server name not found in System Options File" is returned, followed by "ANS5179E TSM is unable to continue. Exiting program" is returned.
Cause Possible Cause - TSM is not configured, because the client did not connect to the HFS server when TSM was installed, and so no settings were saved in the TSM configuration files.  A direct connection to the university network or, if you are outside the university network, a VPN connection into the university network, is required in order to install and run TSM.
Resolution 1 Firstly check that you have a direct connection to the university network, or else have a VPN connection running. Then, in Finder, go to Applications > Tivoli Storage Manager > TSM Tools for Administrators; then choose the option Reconfigure TSM node.  You will be prompted for your TSM nodename and password.
Resolution 2 If that does not work then you need to force TSM to reconfigure by removing the faulty TSM configuration files: use Finder to browse to the folder /Library/Preferences/Tivoli Storage Manager (note: not /Your-username/Library/Preferences/Tivoli Storage Manager, which also exists on your machine), and delete the files dsm.sys and dsm.opt.  Then re-install TSM.
Status  
More Information  
Applies To TSM, Mac

Summary This article will guide you through resolving the error message "HFS TSM client can't be installed on this disk. Installation cannot proceed, as not all requirements were met" when you try to install TSM 6.3 or higher on a Mac running OS X 10.6 (Snow Leopard).
Symptom When trying to install TSM 6.3 or higher on a Mac running OS X 10.6 (Snow Leopard), the error message "HFS TSM client can't be installed on this disk. Installation cannot proceed, as not all requirements were met" is returned.
Cause This problem occurs on older Macs which have 32-bit processors. TSM 6.3 and higher can only be installed on Macs that have 64-bit processors. Because some older Macs running Snow Leopard are 32-bit, these therefore cannot run the latest versions of TSM.
Resolution To get round the problem, please instead install our package for TSM 6.2 for Mac OS X 10.5 (Leopard). This runs on both Leopard and Snow Leopard machines.
Status  
More Information If you wish to verify that your Mac is 32-bit, please see Apple's page on How to tell if your Intel-based Mac has a 32-bit or 64-bit processor and check whether your processor is Intel Core Solo or Intel Core Duo.
Applies To TSM, Mac

Summary This article will guide you through resolving the problem that your Mac goes into sleep mode during a backup (either manual or scheduled) or a restore.
Symptom Backups and restores do not complete because the Mac goes into sleep mode when it is left alone with TSM running.
Cause The default sleep settings in OS X 10.7 (Lion) and 10.8 (Mountain Lion) cause the Mac to go to sleep while running a backup (either manual or scheduled) or a restore.
Resolution This is fixed in recent versions of the TSM client. Download the latest package for OS X.
Status  
More Information  
Applies To TSM, Mac OS X 10.8, 10.9, 10.10

Summary This article will guide you through resolving difficulties installing Java after receiving the message "To view this web content, you need to install the Java Runtime Environment".
Symptom When you try to run a manual backup on Mac OS X 10.10 (Yosemite), you receive the message "To view this web content, you need to install the Java Runtime Environment". However, on clicking OK you are not taken to a web page from which you can download the Java installation package.
Cause This problem appears to arise from a problem with an Apple support website browser cookie in Safari.
Resolution 1 You can download the Java installation package in a different web browser. If you have another browser installed, such as Firefox, use it to navigate to Java for OS X 2014-001 and download Java from there.
Resolution 2 If you only use Safari, go first to the Apple Support main page and then try Java for OS X 2014-001 again. The latter should now offer you the Java download.
Status  
More Information  
Applies To TSM, Mac OS X 10.10

Summary This article will guide you through resolving the error message "ANS2600S Browser trying to establish connection to client; received socket exception: java.net.NoRouteToHostException:Can't assign requested address" when you try to run TSM.
Symptom When trying to run TSM, the error message "ANS2600S Browser trying to establish connection to client; received socket exception: java.net.NoRouteToHostException:Can't assign requested address" is returned.

Cause

 This error indicates that Mac OS X has been upgraded but that TSM has not. If you have upgraded to Mac OS X 10.11 (El Capitan) or macOS 10.12 (Sierra) and not upgraded TSM to version 7.1.3.2 or higher, then TSM will not run and you will receive this error. On Mac OS X 10.9 (Mavericks), this error appears if TSM prior to 6.4.1.5 is installed (although scheduled backups and the TSM command line interface still function correctly in the latter case).
Resolution Upgrade to the latest version of TSM for Mac.
Status  
More Information  
Applies To TSM, Mac OS X 10.9, 10.10, 10.11, 10.12

 

Summary This article will guide you through resolving the error message "To view this web content, you need to install the Java Runtime Environment" when Java is already installed.
Symptom When you try to run a manual backup on Mac OS X 10.10 (Yosemite), you receive the message "To view this web content, you need to install the Java Runtime Environment". However, a version of Java has already been installed on the machine.
Cause This problem arises because the TSM Graphical User Interface (GUI) does not know where to find Java.
Resolution 1 If you have downloaded the latest version of Java from the Java website you can set TSM to use Java as follows:
  1. In Finder, go to Applications > Utilities > Terminal.
  2. In Terminal, ensure that you are in the correct location by typing:
    cd ~
  3. Now copy and paste the following into Terminal - it is important that it all be entered on the same line, with no line-breaks:
    echo "export JAVA_HOME=/Library/Internet\ Plug-Ins/JavaAppletPlugin.plugin/Contents/Home" >> .profile
  4. If you do not receive any response to the command, then it has been successful.
  5. Log out of your Mac.
  6. Log back into your Mac again.
Resolution 2 Alternatively, you may install the version of Java offered by Apple, although this is an older version. Click on OK to be taken to the Apple website to download the Java installation package. If you see a blank page rather than the expected download page, please see KBMAC0008 - "To view this web content, you need to install the Java Runtime Environment" but no Java download available.
More Information  
Applies To TSM, Mac OS X 10.10

Summary This article will guide you through resolving the error message "LogMsg: unable to open log file dsmwebcl.logfor output ! Can not start dsmagent !" when you try to run IBM Spectrum Protect for Mac.
Symptom When you try to run IBM Spectrum Protect for Mac, you receive the message, "LogMsg: unable to open log file dsmwebcl.logfor output ! Can not start dsmagent !"
Cause This problem arises because IBM Spectrum Protect has not been run with full permissions.
Resolution Please run IBM Spectrum Protect via IBM Spectrum Protect Tools for Administrators. For screenshots of this and other steps for running a manual backup, please see further our page on running a manual backup with the HFS backup client.
Applies To Spectrum Protect, Mac

Summary This article will guide you through resolving the error message "ANS5294E The current user is not an IBM Spectrum Protect Authorized user.  You must be an IBM Spectrum Protect Authorized user to perform the current operation" when you try to run IBM Spectrum Protect for Mac.
Symptom When you try to run IBM Spectrum Protect for Mac, you receive the message, "ANS5294E The current user is not an IBM Spectrum Protect Authorized user. You must be an IBM Spectrum Protect Authorized user to perform the current operation."
Cause As in the previous Knowledgebase item, this problem arises because IBM Spectrum Protect has not been run with full permissions.
Resolution Please run IBM Spectrum Protect via IBM Spectrum Protect Tools for Administrators, which is detailed on our page for running a manual backup with the HFS backup client
Applies To Spectrum Protect, Mac

Summary IBM Spectrum Protect is unable to back up your Photo Library (and some other directories) when running either manual or scheduled backups. IBM is aware of the issue and is currently working on a permanent fix.
Symptom When trying to back up your Photo Library, you receive the following error message: "ANS4007E Error processing '<path>': access to the object is denied" and "I/O error reading file attribute: com.apple.FinderInfo for: /Users/<username>/Pictures/Photos Library.photoslibrary. errno = 1, Operation not permitted".
Cause OS X has introduced 'Full Disk Access' restrictions in Mac OS X Mojave (10.14) which prevent Spectrum Protect from backing up certain directories.
Resolution

1. Go to System Preferences > Security & Privacy > Full Disk Access (unlock the padlock if needed)
2. Add the following items to the list:
    1. Applications > IBM Spectrum Protect > IBM Spectrum Protect for Administrators
    2. Applications > IBM Spectrum Protect > IBM Spectrum Protect
    3. Applications > Utilities > Terminal

Now you should be able to run manual backups of your Photo Library either from the terminal or from the IBM Spectrum Protect GUI. Unfortunately scheduled backups will still currently not be able to back up your Photo Library.

We have seen the same error when attempting to back up the following directories:
/Library/Application Support/com.apple.TCC
/private/var/db/dslocal/nodes
/Users/<username>/Library/Application Support/AddressBook
/Users/<username>/Library/Application Support/CallHistoryDB
/Users/<username>/Library/Application Support/CallHistoryTransactions
/Users/<username>/Library/Application Support/com.apple.TCC
/Users/<username>/Library/Calendars
/Users/<username>/Library/Containers/com.apple.Safari
/Users/<username>/Library/Cookies
/Users/<username>/Library/IdentityServices
/Users/<username>/Library/Mail
/Users/<username>/Library/Messages
/Users/<username>/Library/Metadata/CoreSpotLight
/Users/<username>/Library/PersonalizationPortrait
/Users/<username>/Library/Safari
/Users/<username>/Library/Suggestions
/Users/<username>/Pictures/Photos Library.photoslibrary

Please note that there might be other directories experiencing the same issue of which we are not aware.
Applies To Spectrum Protect, Mac OS X Mojave (10.14)

Summary The existing HFS backup software, Spectrum Protect (formerly TSM) does not work well on the new version of macOS, Catalina (10.15).
Symptom
  1. The backup software cannot open in the usual way, failing with the message "'IBM Spectrum Protect Tools for Administrators' needs to be updated".
  2. The Mojave inability to back up certain folders on the machine on scheduled backups is more widespread on Catalina.  In Mojave (10.14) this includes the Photo Library.  On Catalina, other folders also cannot be backed up on the schedule, including the Documents, Desktop and Downloads.  See further the previous HFS KB item, KBMAC0013 - Unable to back up Photo Library on Max OS X Mojave (10.14) - "ANS4007E Error processing '<path>': access to the object is denied".
Cause OS X has introduced 'Full Disk Access' restrictions from Mac OS X Mojave (10.14) which prevent Spectrum Protect from backing up certain directories.
Resolution
  1. Open Applications > Utilities > Terminal, enter sudo dsmj, the Mac password when prompted, followed by Enter.  It then should be possible to run a manual backup, though the program will request access to parts of your machine (to which you need to say yes).
  2. At this time there is no workaround for this issue.
Applies To Spectrum Protect, Mac OS X Catalina (10.15)

Summary This article will guide you through resolving the command-line error message "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs..." or the GUI error message "ANS1989E Initialization functions cannot open the Error Log file specified" when you try to run TSM. If you are getting this message while running rather than while installing TSM on Linux or Unix, please also see KBGEN0004 - "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs...".
Symptom When trying to run TSM, the error message "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs..." or "ANS1989E Initialization functions cannot open the Error Log file specified" is returned.
Cause 1 Possible Cause - You are attempting to run TSM as a non-root user.
Resolution 1 Whether you are installing TSM or running the installation script, make sure that you are doing so as root. In Ubuntu, precede your command to run TSM with sudo.
Cause 2 Possible Cause - Root's home directory is set to /.
Resolution 2 Check that the home directory for root is not /. If it is, use the method described in the next section to change it to a directory where you have write permissions.
Cause 3 Possible Cause - The home directory is NFS-mounted.
Resolution 3

This problem is similar to that described in the previous section - it is caused by the permissions set on an NFS-mounted home directory. If this is the source of the error, then follow the following instructions.

Linux:

  1. Make a temporary directory:
    mkdir /tmp/tsminst
  2. Rerun the setup script with either:

    HOME=/tmp/tsminst /opt/tivoli/tsm/client/ba/bin/HFSsetup.sh

    or, on Debian:

    HOME=/tmp/tsminst dpkg-reconfigure tsm-client

    or, on Ubuntu:

    HOME=/tmp/tsminst sudo dpkg-reconfigure tsm-client

Solaris:

  1. Make a temporary directory: :
    mkdir /tmp/tsminst
  2. Rerun the setup script with:

    HOME=/tmp/tsminst /opt/tivoli/tsm/client/ba/bin/HFSsetup.sh
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Applies To TSM, Linux, Unix

Summary This article will guide you through resolving the error message "ANS1501E Trusted agent execution/owner permissions are invalid" when you try to run TSM for Linux/Unix.
Symptom When trying to run TSM for Linux/Unix, the error message "ANS1501E Trusted agent execution/owner permissions are invalid" is returned.
Cause You are attempting to run TSM as a non-root user.
Resolution Check the permissions on the /opt/tivoli/tsm/client/ba/bin/dsmtca executable. 
ls -la /opt/tivoli/tsm/client/ba/bin/dsmtca
-r-xr-xr-x   1 root     root     4218136 Oct 16  2007 /opt/tivoli/tsm/client/ba/bin/dsmtca

Non-root users are not able to use the TSM software to back up and restore their own files unless the setuid bit is turned on. To enable this functionality, run the following command as the root user. Non-root users will then be able to back up and restore only their own files. To back up and restore all files, please run TSM as the root user.

chmod 4555 /opt/tivoli/tsm/client/ba/bin/dsmtca

The permissions will now appear as:

-r-sr-xr-x   1 root     root     4218136 Oct 16  2007 /opt/tivoli/tsm/client/ba/bin/dsmtca
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Applies To TSM, Linux, Unix

Summary If you wish to back up files with names containing special characters such as symbols and diacritical marks, but are failing to do so, you need to ensure the backup is run with appropriate localization settings. To make sure every file is backed up we recommend the use of the "en_US" language setting. With other settings such as C, POSIX, or UTF-8, some special characters will be skipped.
Symptom When backing up, you see one or more instances of the error message 'ANS4042E Object name ... contains one or more unrecognized characters and is not valid.' Scheduled backups nonetheless complete, but not all files get backed up.
Cause The en_US locale is not installed on the problem machine.
Resolution
  • Check the en_US locale (en_US.UTF-8 is insufficient) is installed on your machine with:
    locale -a |grep en_US

    On some Ubuntu machines this locale is not installed by default and can be added with:

    sudo locale-gen en_US

    On other distributions you may need to install additional language filesets, most likely related to ISO8859-1 or ISO8859-15.

  • As the root user, please edit the files dsmc, dsmcad and dsmj located in /usr/bin, by adding the following lines immediately above the final 'exec' command:
    export LANG=en_US

export LC_ALL=en_US
  • If you are running TSM 5.5 or below then you need to restart dsmcad. To do this please run the following command as root:
    /etc/init.d/dsmcad restart
  • If you are running TSM 6.1 or above then instead you need to restart the TSM scheduler. To do this please run the following commands as root:
    /opt/tivoli/tsm/client/ba/bin/HFSscheduler off
/opt/tivoli/tsm/client/ba/bin/HFSscheduler on
  • After the next backup, check your dsmsched.log and dsmerror.log files, located in /var/log, for failures. If failures persist after making the changes described above, please send a copy of the following files to hfs@ox.ac.uk: dsmsched.log, dsmerror.log, dsmc, dsmcad, and dsmj. In addition please send the output of the 'locale' command, run as the root user.
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Applies To TSM, Linux

Summary This article will guide you through resolving the error message "connect_test() returned an error code 5" or "ANS5155E Valid password not available". when you try to run TSM
Symptom When trying to run TSM, the error message "connect_test() returned an error code 5" or "ANS5155E Valid password not available" is returned.
Cause This error is caused by a wrongly-cached password.
Resolution
  • Reset your TSM password in the page for your node at the HFS Backup & Archive Services portal.
  • Run TSM as an administrator - use sudo dsmc or login as root and run dsmc.
  • Except on Debian/Ubuntu systems, run /opt/tivoli/tsm/client/ba/bin/HFSsetup.sh reconfigure; otherwise, use dpkg-reconfigure tsm-client. This will reconfigure the scheduler and fix the problem.
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Applies To TSM, Linux, Unix

Summary This article will guide you through resolving the error message "ANS1217E Server name not found in System Options File" when you try to run TSM on Linux.
Symptom When trying to run TSM, the error message "ANS1217E Server name not found in System Options File" is returned, followed by "ANS5179E TSM is unable to continue. Exiting program" is returned.
Cause Possible Cause - TSM is not configured, because the client did not connect to the HFS server when TSM was installed, and so no settings were saved in the TSM configuration files. A direct connection to the university network or, if you are outside the university network, a VPN connection into the university network, is required in order to install and run TSM.
Resolution Firstly, check that you have a connection to the university network, either directly or using VPN. Then you need to reconfigure TSM: on Ubuntu the command is 
dpkg-reconfigure tsm-client-base

or if you have RedHat then use

/opt/tivoli/tsm/client/ba/bin/HFSsetup.sh reconfigure

In either case you must run the command with root permissions (use sudo in Ubuntu). You will be prompted for your TSM nodename and password.
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Applies To TSM, Linux

Summary This article will guide you through resolving the error messages "ANS2600S Browser trying to establish connection to client; received socket exception; java.net.ConnectException: Connection refused" and "/opt/tivoli/tsm/client/ba/bin/dsmc: error while loading shared libraries: libgsk8ssl_64.so [or libgpfs.so]: cannot open shared object file: No such file or directory" when you try to run TSM.
Symptom When trying to run the TSM GUI on Linux, the error message "ANS2600S Browser trying to establish connection to client; received socket exception; java.net.ConnectException: Connection refused" is returned. If TSM is run from the command line, the error message "/opt/tivoli/tsm/client/ba/bin/dsmc: error while loading shared libraries: libgsk8ssl_64.so: cannot open shared object file: No such file or directory" is returned. Older software versions may refer to file libgpfs.so rather than to libgsk8ssl_64.so.
Cause TSM has been run using either the command /opt/tivoli/tsm/client/ba/bin/dsmj (for the GUI) or the command /opt/tivoli/tsm/client/ba/bin/dsmc (for the command line client). However, the TSM wrapper in /usr/bin is required for TSM to run correctly.
Resolution To run TSM, do not run /opt/tivoli/tsm/client/ba/bin/dsmj or /opt/tivoli/tsm/client/ba/bin/dsmc. Instead, enter (as root) only the command dsmj (for the GUI) or dsmc (for the command line client).
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Applies To TSM, Linux

Summary This article will guide you through resolving the error message "ANS2614S A protocol error occurred in communications between the client and the server" and/or "The server code is down-level" (GUI) and/or "Aborted (core dumped)" (command line) when you try to run TSM on one of Fedora 18 (or higher) or Ubuntu 13.04 (or higher).
Symptom When trying to run TSM the error message "ANS2614S A protocol error occurred in communications between the client and the server" and/or "The server code is down-level" (GUI) and/or "Aborted (core dumped)" (command line) is returned. Running dsmc as a non-administrative user returns the message "Aborted (core dumped)". A fresh installation of TSM may log "dsmc exited abnormally. Signal: 6 (SIGIOT, SIGABRT)" in tsm-install.log.
Cause There is a known problem with older versions of the TSM client on Linux systems with glibc 2.16 or higher (notably Fedora since version 18 and Ubuntu since version 13.04). Approximately one in every five node names fail to work. If you are using one of these operating systems and have a nodename that causes the problem then your TSM software will not be able to run.
Resolution 1 Users of 64-bit Linux should update their TSM client software. It must be at least at version 6.4.1.7.
Resolution 2 Users of 32-bit Linux cannot update TSM beyond version 6.2.5.0, and so instead should contact hfs@ox.ac.uk, quoting this KB item. The workaround is to change the TSM nodename, at both the client and server ends, so that it works with TSM.
Status  
More Information Please note that error message ANS2614S may indicate a genuine connectivity problem as well: so you may instead need to see our network connectivity troubleshooting guide.
Applies To TSM, Ubuntu 13.04+, Fedora 18+

Summary This article will guide you through resolving the error message "Configuration of the TSM client software failed as it was not possible to contact some of the TSM servers" when you try to run TSM.
Symptom When trying to install TSM the following error message is returned: "Configuration of the TSM client software failed as it was not possible to contact some of the TSM servers. Please try to reconfigure the software later by running /opt/tivoli/tsm/client/ba/bin/HFSsetup.sh. If that is unsuccessful please contact hfs@ox.ac.uk including the installation log."
Cause 1 Possible Cause - On Fedora 18 and Ubuntu 13.04, this error message can be caused by the glibc error described in the previous HFS Knowledgebase item.
Resolution Check tsm-install.log to see if it contains the line "dsmc exited abnormally. Signal: 6 (SIGIOT, SIGABRT)". If it does, refer to KBNIX0007 -"ANS2614S A protocol error occurred in communications between the client and the server" and/or "The server code is down-level" (GUI) and/or "Aborted (core dumped)" (command line) on Fedora 18 or Ubuntu 13.04.
Cause 2 Possible Cause - TSM was not able to connect to the relevant HFS server. Check that you have either a wired connection on the University network or else an Oxford eduroam connection or a VPN connection to the University network.
Resolution  
Status  
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Applies To TSM, Linux

Summary The TSM or IBM Spectrum Protect GUI prompts for administrative credentials but silently fails to launch in Linux distributions using the Wayland display manager, e.g. Ubuntu 17.10 and later, Fedora 25 and later, and Debian 9 (with GNOME and Wayland, not the default).
Symptom

When trying to run the TSM or IBM Spectrum Protect GUI from either the applications menu or the command line (with sudo or su), the application fails to launch.  No error is given if launched from the menu.  From the command line, the following Java error is seen:

No protocol specified
Exception in thread "main" java.awt.AWTError: Can't connect to X11 window server using ':0' as the value of the DISPLAY variable.
Cause The Wayland display server that ships with Fedora 25 and some other distributions does not allow root processes to connect to the display server.
Resolution 1

The preferred workaround is to allow local connections to the display server.  Before running the TSM or IBM Spectrum Protect GUI application, run the following in a terminal:

xhost +local:

Once you are finished, remove the permissions granted by the above command by running:

xhost -local:
Resolution 2 Alternatively, you may log into the machine as the root user at the login prompt and run the TSM or IBM Spectrum Protect GUI.  This may have security implications: ensure you log out after running the GUI application.
Status Workaround
More Information Red Hat bug 1266771, Debian bug 854627, Wayland display server
Applies To TSM, IBM Spectrum Protect, Ubuntu 17.10+, Fedora 25+, Debian 9+

Summary This article will guide you through what to do if TSM for NetWare scheduled backups fail due to failure to connect to the NDS.
Symptom TSM for NetWare scheduled backups fail due to failure to connect to the NDS.
Cause Possible Cause - If a NetWare machine appears to be failing its backup due to a failure to connect to the NDS, then it is possible that the TSM and NetWare ids and passwords that are stored encrypted on disk have failed in some way.
Resolution The easiest solution is to refresh and re-encrypt them in the following manner:
  1. Unload any dsmcad.nlm module loaded.
  2. Close/unload any TSM session open.
  3. Delete all .PWD files in the TSM installation directory.
  4. Reset the TSM and Netware ID's and passwords by starting a new TSM session and run:
    • q inclexcl       (List the order of processing of include/exclude directives)
    • q sched       (Display details of the client's scheduled backup)
    • q files       (List backups of partitions, if any)
  5. Reload the DSMCAD.NLM module, wait until it connects to the TSM server, then examine the latest entry in the dsmsched.log file.
  6. Re-examine the dsmsched.log file after the next overnight scheduled backup to ensure that it was successful.
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Applies To TSM

Summary This article will guide you through resolving the error message "ANS2622S An invalid ID or password was submitted" when you try to run TSM
Symptom When trying to run TSM, the error message "ANS2622S An invalid ID or password was submitted" is returned.
Cause 1 Possible Cause - TSM on your machine is configured with the wrong nodename.
Resolution 1 Check your TSM nodename in the HFS Backup & Archive Services portal.  Then start the TSM Backup client program and answer Yes to the error message that displays. At the TSM main window, choose the Edit > Preferences > General tab.  Change the entry in the Nodename field to the Nodename registered - typically of the form Username-freetext-Department/college.  Click OK and restart the TSM Backup Client program.  After doing this, Windows users should proceed to follow the instructions in our page on updating the TSM scheduler in Windows to ensure that their scheduler is correctly configured.
Cause 2 Possible Cause - TSM on your machine is configured to connect to the wrong HFS TSM server.
Resolution 2

Check which server you should be contacting at the HFS Backup & Archive Services portal and note the value in the Server column for the TSM nodename of your machine.  This value will correspond to the last parts of one of the server names listed on the HFS TSM server details page.

To check if you are connecting to the correct HFS TSM server, note the DNS Name and Port from the HFS TSM server details page, then start the TSM backup client program and answer Yes to the error message that displays.  At the TSM main window, choose Edit > Client Preferences > Communication tab.  Ensure that the value in the Server Address field corresponds to the DNS name and the value in the Server Port field corresponds to the Port from the table above.  If they do not, amend them to their correct values, click OK and restart the TSM Backup Client program.  After doing this, Windows users should proceed to follow the instructions in our page on updating the TSM scheduler in Windows to ensure that their scheduler is correctly configured.
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Applies To TSM

Summary This article will guide you through resolving the error message "ANS1357S Session rejected: Downlevel client code version" when you try to run TSM.
Symptom When trying to run TSM, the error message "ANS1357S Session rejected: Downlevel client code version" is returned.
Cause Possible Cause - You have accessed the TSM server from a machine using another machine's Nodename using a higher level of the TSM client than the current machine has loaded. Now trying to connect to the TSM server, the session is rejected as being 'downlevel'. This is because, as of TSM 4.2, the server records the client software level and strictly enforces the rule of disallowing lower-level-client access.
Resolution If you have already encountered this problem, please contact hfs@ox.ac.uk for further help. To avoid this problem, do not do cross-platform access to TSM backups. If you need to access another node's backups, for example to restore vital data after a disk or system crash, use the -virtualnodename option as documented in Restoring your data to another machine in the Command Line Interface instructions. Using this option does not cause the client level to be updated at the TSM server with the current machine's client level and is the supported method of cross-machine access to TSM Backups.
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Applies To TSM

Summary This article will guide you through resolving the error message "ANS1361E Session rejected: The specified node name is currently locked" when you try to run TSM.
Symptom When trying to run TSM, the error message "ANS1361E Session rejected: The specified node name is currently locked" is returned.
Cause 1

Possible Cause - You exceed the daily quota of 200GB (desktop/laptop clients), 400GB (server clients) or 500GB (large server clients) in one day, and so your account was automatically locked.  The registered contact email address will have been sent an automatic message to inform you of this action, asking that the reasons for such a large data send be investigated. This email is explained further in our section on HFS backup cancellation reports.  Common reasons for such a large data send are as follows.

  1. An extra drive, such as an external or shared network drive, has been mounted and erroneously included in the backup.  It will need to be excluded explicitly if you do not want its data uploaded to the HFS; see further how to exclude drives and partitions from backup, including removable drives.
  2. A partition, large data folder or some large files has/have been renamed; or permissions/access control lists have been changed.  In either case, TSM will see files/folders that have been changed or moved in this way as new data, and will send them to the HFS again.
  3. This is an initial manual backup, so it is sufficiently large to exceed the prescribed limits.  If this is a newly registered machine then it will be automatically unlocked the next day.
Resolution 1 Except in the cases of initial backups, we ask you to review the Acceptable Use Guidelines and contact us at hfs@ox.ac.uk detailing the cause of the large data send. If you are unsure of the cause, please send us your TSM log and configuration files, making sure to include dsmsched.log.
Cause 2 Possible Cause - The TSM account was moved to daily backup.  If you have requested to move the backups of a machine from a scheduled weekly backup to a scheduled daily backup, then the old weekly backup account will have been locked.
Resolution 2 You will need to reconfigure your TSM client to connect to the correct TSM server.  This is detailed in our page on changing from weekly to daily backups.
Cause 3 Possible Cause - The TSM account was de-registered.  If the owner of the machine has requested that the node be removed from the HFS backup service, then the account will have been locked pending deletion.  If you have deregistered an account and are trying to use a new nodename on your machine, then it is likely that TSM is trying to use the old, deregistered nodename: on this see KBGEN0006 - During installation, TSM does not prompt for a nodename or password; when run, it tries to use an incorrect nodename.
Resolution 3 Please contact us at hfs@ox.ac.uk if you want this machine to remain registered for the backup service.
Cause 4 Possible Cause - The TSM account was manually locked by the HFS Team. In this case you should have already received an email explaining why this was done.
Resolution 4 Please contact us at hfs@ox.ac.uk to determine the reason for this.
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Applies To TSM

Summary This article will guide you through resolving the error message "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs..." when you try to run TSM. If instead you see this message when trying to install TSM on Linux or Unix, please see our Linux KB item "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs...".
Symptom When trying to run TSM, the error message "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs..." is returned.
Cause Possible Cause - The problem is related to the path of the log file that is subsequently listed at the end of the error message.  Typically this will be dsmerror.log, and the message will followed by 'errno=13, permission denied'.  As of version 5.3, TSM requires that a writeable error log is available each time TSM is run.  If an error log (dsmerror.log) has been previously created/written by an admin user with permissions that prevent a non-admin user writing to it, then TSM will fail to start when invoked by the non-admin user.
Resolution This is a file permissions problem and can be resolved or worked around in standard ways such as:
  • Change the permissions the admin user uses to create files and change the file permissions of the file.
  • Change the permission of the file only, to allow non-admin users to read and write to it.
  • Rename or delete the file and therefore allow a new one to be created by the non-admin user on starting the TSM client.

Windows users might also need to see our page on backing up in TSM for Windows as a non-administrative user.
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Applies To TSM

Summary This article will guide you through resolving the error messages "TCP/IP communications failure" or "TCP/IP invalid host name", followed by "Do you wish to continue for the purposes of local backupset restore?", when you try to run TSM. Windows users are recommended to follow instead our detailed troubleshooting guide on TSM network connectivity, rather than the following brief summary.
Symptom When trying to run TSM, the error message "TCP/IP invalid host name" is returned, followed by the question "Do you wish to continue for the purposes of local backupset restore?".
Cause 1 Possible Cause - this message will occur if there is a problem with your internet connection.
Resolution 1 Please check that you can browse web pages on the computer in question.
Cause 2 Possible Cause - you are using a broadband connection rather than a direct connection to the university network.
Resolution 2 The HFS can only be accessed from outside the university network using a VPN connection. This message will appear if you try to run TSM over broadband without VPN running.
Cause 3 Possible cause - a local firewall is preventing connection to the HFS.
Resolution 3 Normally a firewall would not interfere with use of the HFS - see our page on connecting to the HFS through a firewall.  However, a local change in your department/college could result in you being unable to connect to the HFS.  Please see your local IT if you think that this may be the case.
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Applies To TSM

Summary This article will guide you through what to do when TSM apparently installs gets installed without a nodename being entered.
Symptom During installation, TSM does not ask for a nodename or password; when run, TSM may report that your account is locked, or that you have entered the wrong nodename or password.
Cause When the TSM installer package is run, the program will normally ask you to enter both the TSM nodename that you have registered and the password that goes with it.  However, if TSM has ever previously been installed on your machine, then the TSM installer will assume that you are upgrading an earlier version of TSM (even if the older version has long since been uninstalled).  It will pick up on the TSM nodename used previously, and will therefore not ask you to enter one.  After this installation has completed, when you run TSM, one of the following will happen:
  • If the old nodename was deregistered recently, you will see the error message "ANS1361E Session rejected: The specified node name is currently locked".
  • If the old nodename was deregistered some time ago, you will see the error message "ANS2622S An invalid ID or password submitted".
  • If the old nodename was not deregistered, then TSM will appear to run fine - however, it will be using the old nodename that it found on your machine, and you will not be backing up to the account that you just registered.
Resolution In order to force TSM to prompt you for your new nodename, you need to remove the files where the old information is stored.  For Windows, this is dsm.opt ; for Mac and Linux, it means both dsm.sys and dsm.opt.  Locate the files on your machine, then rename them to keep them safe, for example to dsm-old.sys and dsm-old.opt.  Now run the TSM installer again: it will prompt you for a nodename and password.
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Applies To TSM

Summary This article will guide you through what to do when your data restores run very slowly.
Symptom Data restores are running very slowly.
Cause 1 If you are not using a wired university network connection, then your download speed might not be sufficiently fast for the amount of data that you wish to restore.
Resolution 1 This should not be an issue on the wired university network; but, over a wireless or offsite connection, speeds will be limited. For a guide to how quickly you can restore data, use a speed test website to check your connection speed, and compare the results with the table of backup and restore speeds at our page on backup over VPN.
Cause 2 Data is being restored in many small restore sessions, rather than in a small number of large restore sessions.
Resolution 2 If you are repeatedly requesting small quantities of data, then this will ultimately be slower than selecting a large amount of data to restore in a single session. The HFS robot quickly locates, mounts, and finds its place on the appropriate data tape(s); but delays will occur if the tape is then put back in its library slot, only to be brought out again for a further small restore session. Minimise the number of restore sessions by selecting for restore as much as it is practicable for you to select all at once.
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Applies To TSM

Summary This article will guide you through resolving the error messages "ANS1355E Session rejected: Server disabled" and "ANS1312E Server media mount not possible" when you try to run TSM.
Symptom When trying to run TSM the error message "ANS1355E Session rejected: Server disabled" is returned. If a backup was attempted, for example on a scheduled backup, then the message "ANS1312E Server media mount not possible" is found in dsmerror.log.
Cause These messages indicate respectively that the TSM client was unable to connect to an HFS server and that it was unable run a backup, because the relevant TSM server was unavailable.
Resolution Check the IT Services System Status page. There may be information regarding an HFS system outage in the section on HFS backup or under the Announcements heading.  If no such information is to be found, and the problem persists, please contact hfs@ox.ac.uk.
Status  
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Applies To TSM

Summary This article will guide you through resolving the problem of a client scheduler crash following a lockout.
Symptom The Spectrum Protect node concerned was previously locked out for breaching the daily backup limit.  Since then, the node has been unlocked, but all automated backup schedules have been missed, and dsmerror.log and dsmsched.log have no further entries since repeatedly reporting "ANS2050E IBM Spectrum Protect needs to prompt for the password but cannot prompt because the process is running in the background" at the time of the lockout.
Cause This problem is caused by a bug whereby the Spectrum Protect client cannot authenticate with the HFS Spectrum Protect server when a node is locked.  By default, the client scheduler tries to connect to the server once every twelve hours.  If the node is not unlocked before the next connection attempt after the lockout, then the client scheduler crashes.
Resolution 1 Restart the client scheduler.  Please see our instructions for checking and starting the scheduler for Windows, Mac, and Linux and and Solaris.
Resolution 2 Restart your machine.  This will effectively restart the client scheduler.
Status The HFS Team have reported this as a bug to IBM.
More Information  
Applies To TSM, Spectrum Protect

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