6. Troubleshooting and further help

  1. If you have a problem with the TSM client for Netware please first review the complete list of known issues with the TSM Version 5.5 client for Netware.

  2. Backups may fail with an 'out of memory' or 'memory allocation' error. This may be due to the manner in which Netware and the TSAFS manage memory. Further details can be found on the Novell Netware web site in the document: 'Memory Fragmentation Issue with Netware 6.0/6.5 - TID10091980'. Additionally, TSAFS can be limited in the amount of cache memory it requests. To do this, unload the module and re-load it with the following command line switch:

    load TSAFS /CacheMemoryThreshold=1
    
    This will prompt TSAFS to allocate memory in smaller amounts.

  3. TSM is memory hungry. IBM/Tivoli estimate 150-700 bytes of memory per file when incrementally backing up a volume. Thus a volume of 1 million files will require 150-700MB of virtual memory space. If the host is memory-constrained then this memory requirement can be reduced by setting the option MEMORYEFFICIENTBACKUP YES in the DSM.OPT file. This causes the TSM client to process directories within a volume one at a time. Consequently memory demand will be reduced but backup duration will increase.

  4. TSM struggles with the Unicode enablement introduced into NetWare. This latest client should silently fail to backup files and folders with characters not in the local Code Page and list these in the dsmerror.log file. The only workaround is to rename these files / folders to include only characters in the local Code Page.

  5. The TSM client is unable to backup legitimate files which contain square brackets with four digits inside them, i.e. [1978], on NSS volumes. This is a consequence of Unicode support added to NetWare. If you find such files failing to be backed up, or you know that you have files so named, a workaround to allow the backup of such files is to reload the TSAFS.NLM as below:

    load TSAFS /noConvertUnmappableChars
    

  6. If the TSM NODENAME or NetWare Server Name are changed, the TSM password encrypted on disk will no longer work. You should remove the file TSM.PWD and restart the TSM client (load DSMC). You will then be prompted for the TSM password which will then be saved again to disk.

  7. If you are unable to login to the TSM server and backup your filestore, ensure in the first instance that you are able to run the queries documented in the sections 4 and 5 of Running the TSM Client for Netware. If these queries fail, delete all .PWD files in the TSM client installation directory and re-run the queries again to re-encrypt the TSM and Netware passwords to disk.

  8. If you use Tivoli Storage Manager client data encryption and have just updated from TSM version 5.3. If you are migrating from Tivoli Storage Manager Version 5.3, the format of the Tivoli Storage Manager password file has changed. Your existing password file will be migrated to the new format during the first session with a Tivoli Storage Manager server after you install the Tivoli Storage Manager Version client. After the password file has been migrated, previous versions of the Tivoli Storage Manager client will not process the updated password file correctly. If you use Tivoli Storage Manager client data encryption and you ever need to go back to an older client version, follow these steps to avoid problems restoring your data with the updated password file and the older client:
    1. Before installing the new version, make a copy of the password file, as advised in the Upgrading section in this document.
    2. After installing the new version, if data encryption is used, you will be prompted for the encryption key password on the first backup after the upgrade, to ensure that the correct encryption key is now used. Therefore run a manual backup first, before enabling scheduled backups (where the key prompt will not be answered).
    3. If you need to go back to an older version, follow these steps:
      1. Uninstall the client.
      2. Restore the saved passwords file.
      3. Install the older version.
  9. In addition to the README.htm file mentioned above, further sources of information and help are listed below:

    • Queries about options in the configuration file DSM.OPT may be answered by the detailed comments at the top of this file.
    • Comprehensive online help on commands and options and error messages s available by typing help at the tsm> prompt.
    • Help with common problems with the TSM client is available from the HFS FAQ pages.
    • If you are unable to find an answer for your query or problem via the resources above, then contact the Help Centre using the Help Pages and Form with a relevant Subject line, an explanation of the problem and importantly a copy of the files DSM.OPT and DSMERROR.LOG.
  10. Please report any comments on the accuracy, completeness and usefulness of the material above to hfs@ox.ac.uk.

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