Troubleshooting TSM scheduled backup failure reports

This article aims to assist you if you have received an e-mail advising of a MISSED, FAILED or SEVERED backup, such an email will have the subject heading TSM Scheduled backup failure report.

If you have received this message then some or all of your data will NOT have been backed up.  Therefore it is important both to resolve this issue as soon as possible to enable future scheduled backups to run; and also to perform a manual backup to ensure that your current data is backed up and secure.


Within the email there will be one or more Nodenames listed.  Since each node has its own unique account name, password and installation of TSM, you will need to repeat this process for each of the nodes listed in the email.

The email will state for each node whether the scheduled backup was MISSED, FAILED or SEVERED:

Dear TSM/ADSM User,

Following is a list of machines which missed or failed their scheduled backups
last night:

Nodename               Status  Schedule Date Time      Schedule Name
========               ======  ===================     =============

OUCS0111-TEST01-OUCS   MISSED  07-04-2010 18:30:00     WEEKLY_18
OUCS0111-TEST02-OUCS   FAILED  07-04-2010 22:30:00     WEEKLY_22

For each node, check which status has been given and chose from:

Expand All

You have a node whose scheduled backup is reported to have been MISSED.

If you already know why this scheduled backup was missed and then you may just wish to run a manual backup.

To troubleshoot why your scheduled backup was missed, please proceed through the following steps in order:

Is the node in question still active?

The first thing to check is whether the machine that used this nodename has been replaced, rebuilt, or is no longer used.

  • If the node has been replaced, rebuilt or is no longer used then please deregister the node so that it is no longer on the backup schedule.
  • Check the HFS Portal to ensure that you do not have two or more similarly named registered nodes.  It could be that one is active and being backed up, whilst the other does not exist and is therefore being reported as missed.  If you have nodes registered to you that you know do not represent existing machines, please deregister the node.

Is your TSM node locked or has the password changed?

If your TSM node is locked then you will not be able to back up to the HFS until it is unlocked. To check your node's status do as follows:

  1. Go to the HFS Portal
  2. Select the problem node
  3. If the Summary tab shows your node's Locked status as Yes, ​​​​contact hfs@ox.ac.uk to request it is unlocked, you can also do this by clicking on Request unlock in the left hand side menu..
  4. If the Details tab shows your node's Password set date to be over a year old, your password may have expired and need to be changed. To do this:
    1. Click on Change node password in the left hand menu.
    2. Windows users will also need to update the TSM scheduler.

Check your machine

If your machine was NOT switched on overnight:

If your machine was switched on overnight:

  • Your machine may still have switched itself off or gone into sleep mode, meaning that the scheduled backup was missed.
  • Windows users
    1. Check Start Control Panel > Power Options > Change when the computer sleepsPut the computer to sleep is set to Never.
    2. Check Start Control Panel > Power Options > Choose what the power button doesWhen I press the power button is not set to Sleep.
    3. If your machine is a laptop and close its lid when you leave it on for backup, also check that When I close the lid is set to Do nothing.
  • Mac users:
    • If you are running OS X 10.7 (Lion) or higher, download the latest client for Mac OS X.
    • If not, go to System Preferences > Energy Saver and check that the computer (not the display) is set never to go to sleep.

If power management was set:

  • You must have a physical or VPN network connection to the Oxford University network for the scheduled backups to run.
  • If the machine was on and there was a physical connection to the Oxford University network, please see our page on checking the client scheduler for WindowsMacLinux or Solaris machines.

Summary

You should now have performed enough troubleshooting to ensure that you know why the scheduled backup was missed and hopefully put corrective measures in place to ensure subsequent scheduled backups are successful.

Once the issues have been rectified, we suggest you run a manual backup so that you can:

  • test that the issue has been resolved.
  • ensure that we have an up-to-date copy of your data.

If you have been unable to determine the likely cause of why the backups are being missed then please follow the steps below for logging calls with the HFS Team with the appropriate amount of data.

To find out when your next scheduled backup is, please see the FAQ item When is my scheduled backup due to run?.

You have a node whose scheduled backup is reported to have FAILED.

A failed backup generally means that TSM was successful in starting a backup but that it was unable to complete it successfully.  Further investigation is required to determine how much of your data was backed up.  It could be some, all, or none of it that got sent to the HFS.

Objects on a user's machine that may cause a schedule to fail include:

  • Files that are exclusively locked open by another program and cannot be backed up, such as database files.
  • Files that are corrupt, making them unreadable.
  • Files that are excessively large, causing them to make the network connection time out.
  • Folder/File structures that breach TSM maximum file length restrictions.
  • Folder/File structures that create memory issues on the client machine, causing backup to fail.

Another possibility is that TSM is wrongly configured.  If it is looking for a file system of partition that does not exist then such a backup would be deemed a failure - e.g., if TSM is set to back up D: but there is no D: drive present.

TROUBLESHOOTING FAILED SCHEDULED BACKUPS

1. Checking the dsmsched.log file

If you are IT Support Staff, or are an advanced user and are confident reviewing and interpreting log files, then please follow the suggestions below.  You will need to open the file  dsmsched.log.  The location of the file is platform specific.

Once dsmsched.log is opened (see below), you will need to search for ANS entries. These are in the format of ANS####?, where the # represents a number, and the ? represents either an E (Errors), W (Warnings) or I (Informational).

Informational (ANS####I) messages will not indicate the cause of a scheduled backup failing or being severed, the problem is usually indicated by an error (ANS####E) message.  The relevant message could occur at any time during the failed backup, so it is important to check what dsmsched.log lists for the whole of the night when the backup failed.  The remainder of this page explains how to view dsmsched.log; and it then lists the most commonly found error messages, along with their solutions.

1.1 Examining dsmsched.log using a text editor

  1. Browse to the appropriate location and open dsmsched.log.
  2. Once the log is open, which may take a while if it is large, scroll to the bottom of the log file where the most recent information will be.
  3. Use the text editor's search function to check back through the log for ANS entries, checking those that end in either an E or a W.

1.2 Examining dsmsched.log using a spreadsheet

If you find your log difficult to read then try using a spreadsheet package such as Microsoft Excel or Open Office Calc.

  1. Open your spreadsheet package.
  2. Click File Open, then change Files of Type to be All Files.
  3. Browse to the appropriate location and open dsmsched.log.
  4. Generally a box will appear giving you various import options.  Leave the defaults unchanged.
  5. The log file will open, with each time-stamped entry from the log appearing on a separate line.
  6. Use the text application's search function to check back through the log for ANS entries, checking those that end in either an E or a W.
    • Excel users can search for ANS????E to search for Errors or ANS????W to search for warnings.
    • Open Office users can click on More Options, tick the Regular Expressions box; then search for ANS????E to search for Errors or ANS????W to search for warnings.

2. Error messages

For each ANS####E or ANS####W entry, you need to review the text which follows the error code to determine whether this could have been a cause of the scheduled backup failure.  You will most likely find the message ANS1512E Scheduled event ... failed and at least one other message as well.

Examples of common messages that cause scheduled backup failures are listed below.

2.1 'ANS4037E Object ... changed during processing'

TSM may send most of your data but ultimately report overall scheduled backup failure if other files are left open.  TSM only deems a schedule to have failed if one or more files have been prevented from backup in a certain way.  Not all file failures cause schedule failures but Windows in particular does sometimes lock open files in such a way that it causes TSM to call a schedule failed when really only a small number of files failed to get backed up.

In general it is best to try to close all files and programs before a backup runs.  To locate the problem, first of all please check your dsmsched.log to see if any file failures were caused by one or more files being changed while TSM was trying to back up.  There may be lines like:

30-01-2008 00:25:28 ANS1228E Sending of object '/home/bob/test.out' failed
30-01-2008 00:25:28 ANS4037E Object '/home/bob/test.out' changed during processing.  Object skipped.
30-01-2008 00:25:31 ANS1802E Incremental backup of '/' finished with 1 failure

Additional information near the end of dsmsched.log will show the total number of failed files.  In order to find the relevant part of text it is usually easiest to go to the end of the document, and then scroll upwards until you find an end-of-schedule report similar to the following example:

30-01-2008 00:26:04 --- SCHEDULEREC STATUS BEGIN
30-01-2008 00:26:04 Total number of objects inspected:  214,391
30-01-2008 00:26:04 Total number of objects backed up:       16
30-01-2008 00:26:04 Total number of objects updated:          0
30-01-2008 00:26:04 Total number of objects rebound:          0
30-01-2008 00:26:04 Total number of objects deleted:          0
30-01-2008 00:26:04 Total number of objects expired:          0
30-01-2008 00:26:04 Total number of objects failed:           1
30-01-2008 00:26:04 Total number of bytes transferred:    70.20 MB
30-01-2008 00:26:04 Data transfer time:                    5.07 sec
30-01-2008 00:26:04 Network data transfer rate:        14,151.96 KB/sec
30-01-2008 00:26:04 Aggregate data transfer rate:        588.20 KB/sec
30-01-2008 00:26:04 Objects compressed by:                    0%
30-01-2008 00:26:04 Elapsed processing time:           00:02:02
30-01-2008 00:26:04 --- SCHEDULEREC STATUS END
30-01-2008 00:26:04 --- SCHEDULEREC OBJECT END WEEKDAILY_ITSERV 30-01-2008 00:00:00
30-01-2008 00:26:04 ANS1512E Scheduled event 'WEEKDAILY_ITSERV' failed.  Return code =12.
30-01-2008 00:26:04 Sending results for scheduled event 'WEEKDAILY_ITSERV'.
30-01-2008 00:26:04 Results sent to server for scheduled event 'WEEKDAILY_ITSERV'.

It is quite normal for a few files to fail to get backed up.  In particular log files that are currently being written to at time of backup will fail, a local policy of daily log rotation will ensure that the log data will be backed up at the next backup.

If you find that the files that failed also failed on days when the schedule completed successfully, then those file failures are very unlikely to be what caused the schedule to fail as a whole.

If you cannot close the files that are causing the schedule failure before scheduled backup occurs, then you should exclude them from backup.  Files that are continually open, such as database files, would fall into this latter category. See further our pages on backing up open files with TSM.

2.2 'ANS1071E Invalid domain name entered' or 'ANS1063E The specified path is not a valid file system or logical volume name' or 'ANS1134E Drive is an invalid drive specification'

If TSM is configured to back up drives or partitions that it cannot see, then scheduled backups will fail with a message like one of the following:

ANS1071E Invalid domain name entered: '/data/fred'
ANS1063E The specified path is not a valid file system or logical volume name
ANS1134E Drive is an invalid drive specification

Either the error message itself, or a message preceding or following it, will state which drive or partition is causing the problem.

There are three likely possible reasons for such an error:

  • If your machine is a Mac, this could be due to a bug with early versions of TSM 6.1 for Mac.
  • The listed domain entry does not exist as a drive or partition:
    • A folder/directory could have been specified as a separate domain.  This will cause an error because only drives or partitions may normally be used as domains, hence TSM cannot find the example drive /data/fred and so it deems that the schedule has failed.  In this case, /data/fred must be a folder/directory that is part of the larger partition /data or part of the root partition /.
    • Alternatively, it could be that a drive is listed as part of the backup domain but is no longer present on the machine.  Perhaps the drive has been removed, or perhaps (on Windows machines only) the TSM backup domain contains references to UNC paths that are no longer valid (for example if the machine has been renamed).
  • There is a space in the domain name.  In this case quotation marks need to be used around the drive name, because otherwise TSM will assume that you mean several domains.  For example the above error message would occur if you wanted to back up the drive /data/fred backup but you specified the incorrect DOMAIN /data/fred backup instead of the correct DOMAIN "/data/fred backup".

To fix this problem:

  • If your machine is a Mac, ensure that you are running TSM 6.1.3 or higher and if necessary upgrade TSM.
  • Run TSM (Mac users must use TSM Tools for Administrators) and go Edit > (Client) Preferences > Backup tab, then correct your backup domain.  If you are running TSM 6.1 or higher, you now need to restart the TSM scheduler (details are available for WindowsMacLinux and Solaris).

2.3 'ANS1149E No domain is available for incremental backup. The domain may be empty or all file systems in the domain are excluded.'

The message indicates a problem similar to that described in the previous section, however rather than the backup domain having been set incorrectly, it has instead not been set at all.

This can be fixed by changing the backup domain so that it includes at least one valid drive or partition. To do this, see our instructions on excluding drives and partitions from backup; but instead of excluding a drive, ensure that at least one is included in the backup domain.  If you are running TSM 6.1 or higher, you now need to restart the TSM scheduler on WindowsMacLinux or Solaris.

2.4 'ANS1492S Invalid virtual mountpoint ...: File not found' (Linux/Unix only)

The error message indicates a problem similar to that described in the previous section.  In this case, TSM could not find a directory that has been nominated in dsm.sys as a virtual mount point.  For more information on virtual mount points, see the relevant section of our page on backing up machines which have high file counts.

To fix the problem, remove the line in dsm.sys or else correct it to point to an existing directory.  Then check for the offending virtual mount point's name in dsm.opt: if your domain is not set to ALL-LOCAL then you will need to remove or correct it there too.  Lastly, stop and restart the TSM scheduler on Linux or Solaris.

2.5 'ANS1512E Scheduled event ... failed' - but no other ANS warning/error messages

Sometimes TSM may think that the schedule has failed because of a communication problem with the HFS server. In this case, you will be able to tell from the end of dsmerror.log and dsmsched.log that no files failed during the backup.

For example, you may see a report like the following in the dsmsched.log file:

01-11-2007 16:27:42 --- SCHEDULEREC STATUS BEGIN
01-11-2007 16:27:42 Total number of objects inspected:   31,029
01-11-2007 16:27:42 Total number of objects backed up:       62
01-11-2007 16:27:42 Total number of objects updated:          0
01-11-2007 16:27:42 Total number of objects rebound:          0
01-11-2007 16:27:42 Total number of objects deleted:          0
01-11-2007 16:27:42 Total number of objects expired:          0
01-11-2007 16:27:42 Total number of objects failed:           0
01-11-2007 16:27:42 Total number of bytes transferred:    52.47 MB
01-11-2007 16:27:42 Data transfer time:                  106.71 sec
01-11-2007 16:27:42 Network data transfer rate:          503.49 KB/sec
01-11-2007 16:27:42 Aggregate data transfer rate:        219.49 KB/sec
01-11-2007 16:27:42 Objects compressed by:                    0%
01-11-2007 16:27:42 Elapsed processing time:           00:04:04
01-11-2007 16:27:42 --- SCHEDULEREC STATUS END
01-11-2007 16:27:42 --- SCHEDULEREC OBJECT END WEEKDAILY_ITSERV 10-01-2008 10:00:00
01-11-2007 16:27:42 ANS1512E Scheduled event 'WEEKDAILY_ITSERV' failed.  Return code =12.
01-11-2007 16:27:42 Sending results for scheduled event 'WEEKDAILY_ITSERV'.
01-11-2007 16:27:42 Results sent to server for scheduled event 'WEEKDAILY_ITSERV'.

TSM has inspected 31,029 files and has backed up 62 of them.  The number of failed files is zero.

The TSM client has experienced an error when signing off from the server and has recorded this as a failure.  However, it is clear that the scheduled backup itself has completed and the failure message can be ignored.

2.6 'ANS1030E The operating system refused a TSM request for memory allocation'

This error can occur because the amount of memory (RAM) which the TSM scheduler uses can grow with time, until it may reach a point where there is insufficient free memory for scheduled backups to be able to run.  To prevent this, it is recommended that TSM users stop and restart the TSM scheduler periodically on WindowsMacLinux and Solaris.

If your machine is rebooted regularly then restarting the scheduler is unlikely to be necessary, because the service is restarted every time you reboot.

2.7 Backup simply stops - no ANS error or warning message

It is possible, though very unusual, that your machine may run out of memory during a backup and then TSM will cut out. This is most likely to happen on a Mac which is holding a very large number of files (over a million) on one drive.  If your backups on a Mac, both scheduled and manual, cut out without warning, please see backups fail to complete.

2.8 'ANS4023E Error processing ...: file input/output error' or 'ANS4046E There is an error processing ... the object is corrupted and unreadable' or 'ANS4047E There is a read error on .... The file is skipped.'

If TSM is having trouble reading certain files, then it could be because they are corrupted. If this is the case then you will see error messages in your dsmerror.log about certain files being unreadable by TSM.  For example, they may take the form:

ANS4023E Error processing '/var/log/test.log': file input/output error.
ANS4046E There is an error processing '/var/log/test.log': the object is corrupted and unreadable.
ANS4047E There is a read error on '/var/log/test.log'. The file is skipped.

If the fault is only software-related, then the problem can be fixed by checking the disk.  Basic steps are as follows, though you may want to do further research before implementing them.

  • Windows:
    1. In My Computer, right click on the offending drive (such as C:), select Properties ToolsError-checking > Check button
    2. If available, tick the box marked Automatically fix file system errors
    3. Run the scan, if prompted confirm the request to run a disk check when the computer next restarts to fix file system errors on the next reboot.
    4. If the problem persists, a more thorough disk check can be performed by running chkdsk /r from the command line.
  • Mac:
    1. In Finder, select Applications Utilities Disk Utility
    2. In the left-hand window, select the relevant drive
    3. Select First Aid tab > Verify Disk or, if appropriate, Repair Disk.
  • Linux or Solaris:
    1. Use the command fsck to check your disk.  Please refer to your system documentation for the appropriate procedure.

In the worst case scenario, if you have file errors despite trying to fix them, or if you are concerned that your hard disk may have a fault, please see your local IT for advice.

2.9 'ANS1310E Object too large for server limits'

There is a hard limit on the maximum size of file which you can back up.  This limit is the same as the daily limit in operation for your level of service.

If, while traversing your local storage, the TSM client finds a candidate file for backup that is larger than this limit, it will issue messages like those below in both dsmsched.log and dsmerror.log. The backup will continue but the offending file(s) will not be backed up and will be counted as failed in the summary statistics. Additionally, the scheduled backup will complete with a return code of 12 and be listed as a 'FAILED' backup.

ANS1228E Sending of object '/home/xyz/Downloads/image.tar.gz' failed
ANS1310E Object too large for server limits

To remedy this, please exclude the large files from backup.

2.10 Windows VSS (Volume Shadow Copy Service) problem causes backup to fail (Windows servers only)

By default, TSM is set to back up Windows system files (System State) for server accounts.  It does this by using the Windows VSS (Volume Shadow Copy Service).  If your Windows server is failing its backups then this may be caused by a problem related to the interaction of TSM with VSS.

If you find errors reported in dsmerror.log which mention System State or VSS then this is likely to be the cause of the failed backups.

For example:

20-11-2013 20:28:42 ANS5250E An unexpected error was encountered.
TSM function name : baProcessRequest
TSM function      : VSS Create Local Backup failed
TSM return code   : 1
TSM file          : incrdrv.cpp (6866)

In such a situation, you will probably also find that you can back up your data drives manually, but not System State.

If you do not need to back up System State data then you can work around this issue by excluding it from backup.  TSM effectively classes System State as a separate drive, meaning that you can exclude it from the backup domain by using our instructions on how to exclude files, folders and drives from backup.

If you wish to back up System State, check that you have the latest version of TSM for your version of Windows as recent versions fix certain issues with System State backup.  If required you can download the latest HFS TSM package.

If a TSM upgrade does not fix the problem, please proceed to Logging calls with the HFS Team.

3 Summary

You should now have performed enough troubleshooting to ensure that you know why the scheduled backup failed and hopefully put corrective measures in place to ensure subsequent scheduled backups are successful.  If you have been unable to determine the likely cause of why the backups are failing then please follow the steps below for logging calls with the HFS Team with the appropriate amount of data.

If you have not already done so, we recommend that you run a manual backup.

To find out when your next scheduled backup is, please see the FAQ item When is my scheduled backup due to run?.

You have a node whose scheduled backup is reported to have been SEVERED.

A SEVERED backup generally means a loss of communication between the TSM client on your machine and the HFS TSM server, whilst the backup was in progress.  Possible reasons include:

  • Intervention at the client (user) end - the user forcibly cancelled the backup/stopped TSM services, or switched the machine off during the backup.
  • Intervention at the server end - the backup may have been cut off from the HFS server for exceeding a daily limit.
  • Failure, such as a crash, of the client machine.
  • TSM client machine going into sleep mode/state of hibernation.
  • Several large files causing multiple connection timeouts between the server and client.
  • Dropped network connection either at the client end, or somewhere on the network between the client and the server.
  • Firewall intervention prohibiting/delaying network traffic.

If you are aware of your machine crashing or the backup being forcibly cancelled then you may wish to simply run a manual backup.

To troubleshoot why your backup was SEVERED please follow the above troubleshooting steps provided for FAILED backups.

If you have been through the troubleshooting steps provided and your issue has not been resolved, you need to log a call with the HFS Team by replying to the email you received advising you of the MISSED, FAILED or SEVERED backup (or e-mailing hfs@ox.ac.uk) - with the files listed below.

In order to provide effective support for this issue the HFS Team need all of the following files (for the appropriate operating system) attached to the email from the client machine affected:

Table 1. Log File Locations

Platform File Location
Windows dsmerror.log, dsmsched.log C:\Program Files\tivoli\tsm\baclient
Linux, Solaris dsmerror.log, dsmsched.log, tsm-install.log /var/log or /opt/tivoli/tsm/client/ba/bin
Mac OS X dsmerror.log, dsmsched.log, tsm-install.log /Library/Logs/Tivoli/TSM
Netware dsmerror.log, dsmsched.log, tsm-install.log Installation directory

 

Table 2. Config File Locations
Platform File Location
Windows dsm.opt C:\Program Files\tivoli\tsm\baclient
Linux, Solaris dsm.sys, dsm.opt /usr or /opt /tivoli/tsm/client/ba/bin
Mac OS X dsm.sys, dsm.opt /Library/Preferences/Tivoli Storage Manager
Netware dsm.opt Installation directory

 

For Windows users we have an automated way of sending us the required files, please see our page on log file collection for Windows.

Once sent, your email will be automatically passed to the HFS Team who will review and advise you of any further action required.

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