1. KBWIN0001 - "Can't create output file: c:\tsm_images\setup\0x0404.ini"

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

2. KBWIN0002 - "Run-time error '70': Permission denied"

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

3. KBWIN0003 - "Run-time error '53': File not found"

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

4. KBWIN0004 - "Run-time error '5': Invalid procedure call or argument"

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?
    1. Yes - please proceed to next point
    2. 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? (i.e. not via Wireless or VPN)
    1. Yes - please proceed to next point
    2. 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

5. KBWIN0005 - "ANS1252W The server you are connected to does not support this function"

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 TSM self-registration page, and from your node list select [View client information]. The status for 'Locked?' will be either:
    1. Yes - please contact hfs@ox.ac.uk and ask for your node to be unlocked.
    2. No - please proceed to the next point.
  2. Are you able to access the internet?
    1. Yes - please proceed to the next point.
    2. 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)?
    1. Yes - please proceed to the next point.
    2. No - ensure VPN is running and connected.
  4. If you have still not resolved the issue, please upgrade to the latest version of TSM from our page on downloading TSM for Windows. 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

6. KBWIN0006 - TSM Client does not load; a grey or white box appears

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

7. KBWIN0007 - "File Not Found" when attempting to restore data

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 Possible Cause - A possible cause is that you are attempting a restoring 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, e.g. \\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

8. KBWIN0008 - Message "File Already Exists" followed by "File is Read Only - Force Overwrite" which just repeats when attempting to restore data

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 follow the instructions at this link and select an Alternative Location to which 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

9. KBWIN0009 - "Failed to install client. Please contact the HFS, quoting return code: 1603"

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 - e.g. 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 via our downloading page.
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 the Help Centre, stating your version of Windows and including the TSM log files tsm-install.log and msi.log. You can see how to find these from the FAQ item 33. KBGEN0001 - ANS2622S An invalid ID or password was submitted..
Applies To TSM, Windows

10. KBWIN0010 - "Failed to install client. Please contact the HFS, quoting return code: 1618"

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

11. KBWIN0011 - "Failed to install client. Please contact the HFS, quoting return code: 1619"

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

12. KBWIN0012 - "Failed to install client. Please contact the HFS, quoting return code: 1633"

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 TSM for Windows download page.
Status
More Information
Applies To TSM, Windows

13. KBWIN0013 - "The size of folder C:\adsm.sys grows larger with every backup"

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, IC77458: After system state backup completes, VSS shadows remain on the file system until the client shuts down, 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, which is available from our page on downloading the TSM client for Windows. 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

14. KBWIN0014 - "Unknown system error. Please check the TSM Error Log for any additional system information", followed by "ANS5179E TSM is unable to continue. Exiting program."

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", 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" 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 at the online facility for checking TSM scheduled backups.
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

15. KBWIN0015 - "ANS40561 Pre-requisite Microsoft Windows hotfix... is not installed."

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 hotfix(es) referred to is/are installed on the system. They are available for download from Microsoft at http://support.microsoft.com/kb/940349 and http://support.microsoft.com/kb/934016 respectively.
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

16. KBWIN0016 - Windows GUI client does not display mapped network drives for backup or archive

Summary In some situations, the TSM GUI client does not display mapped drives for either backup or archive, despite hte 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 netowrk 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 \\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 backup.
Status
More Information TSM GUI, Windows
Applies To Windows 7, 8, 2008, 2008R2, 2012

17. KBMAC0001 - Backups fail to complete

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 and then Tivoli Storage Manager. Go Edit, Client Preferences and then 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 and then OK.
Status
More Information
Applies To TSM, Mac

18. KBMAC0002 - "ANS1971E The remote client agent (dsmagent) could not be started" or "ANS5179E TSM is unable to continue. Exiting program".

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 from the HFS clients page.
Status
More Information
Applies To TSM

19. KBMAC0003 - Files expected to be available for restore by TSM for Mac are not listed.

Summary This article will guide you through what to do when files expected to be available for restore by TSM for Mac are not listed
Symptom Files expected to be available for restore by TSM for Mac are not listed.
Cause You may not be able to see your restorable files on a Mac if you are not logged on as an administrator.
Resolution This is a permissions issue. Before restoring, make sure that you run the 'Tivoli Storage Manager' program from within TSM Tools for Administrators.
Status
More Information
Applies To TSM

20. KBMAC0004 - "connect_test() returned an error code 5" or "ANS5155E Valid password not available"

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 at the TSM password reset page.
  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

21. KBMAC0005 - "ANS1217E Server name not found in System Options File" (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] and run [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

22. KBMAC0006 - HFS TSM client can't be installed on this disk. Installation cannot proceed, as not all requirements were met.

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), which is available from our page on downloading the TSM client for the Mac. 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

23. KBMAC0007 - Mac enters sleep mode while a backup or restore is running

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

24. KBNIX0001 - "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs..." (command line) or "ANS1989E Initialization functions cannot open the Error Log file specified" (GUI).

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 36. 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
Status
More Information
Applies To TSM, Linux, Unix

25. KBNIX0002 - "ANS1501E Trusted agent execution/owner permissions are invalid".

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 backup and restore only their own files. To backup 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
Status
More Information
Applies To TSM, Linux, Unix

26. KBNIX0003 - "ANS4042E Object name ... contains one or more unrecognized characters and is not valid."

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 insufficent) 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 aditional 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.
Status
More Information
Applies To TSM, Linux

27. KBNIX0004 - "connect_test() returned an error code 5" or "ANS5155E Valid password not available"

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 at the TSM password reset page.
  • 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.
Status
More Information
Applies To TSM, Linux, Unix

28. KBNIX0005 - "ANS1217E Server name not found in System Options File" (Linux)

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.
Status
More Information
Applies To TSM, Linux

29. KBNIX0006 - "ANS2600S Browser trying to establish connection to client; received socket exception; java.net.ConnectException: Connection refused" (GUI) and/or "/opt/tivoli/tsm/client/ba/bin/dsmc: error while loading shared libraries: libgpfs.so: cannot open shared object file: No such file or directory" (command line)

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: 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: libgpfs.so: cannot open shared object file: No such file or directory" is returned.
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).
Status
More Information
Applies To TSM, Linux

30. 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

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 Ubuntu 13.04.
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. 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 Update your TSM client. It must be at least at version 6.4.1.7. Please note that error message ANS2614S may indicate a genuine connectivity problem as well: so if your client is up to date then you need to see instead our network connectivity troubleshooting guide.
Status
More Information
Applies To TSM, Ubuntu 13.04+, Fedora 18+

31. KBNIX0008 - "Configuration of the TSM client software failed as it was not possible to contact some of the TSM servers."

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 unsuccesful 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 30. 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
More Information
Applies To TSM, Linux

32. KBNTW0001 - Scheduled backups fail due to failure to connect to the NDS

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 running the three queries detailed in section 3 of Running the TSM client for Netware.
  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.
Status
More Information
Applies To TSM

33. KBGEN0001 - ANS2622S An invalid ID or password was submitted.

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 via the TSM backup client information page. Then start the TSM Backup client program and answer Yes to the error message that displays. At the TSM main window, choose the Edit menu and [Preferences] option. The General tab should display. 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 via the TSM backup client information page and note the value in the Server column for the TSM nodename of your machine. This value will correspond to the last two characters of one of the Server Names in the table below.
Server Name DNS Name IP Address Port HFS Service
OX_HFS dsma.ox.ac.uk 163.1.219.9 2000 Archive
OX_HFS_B1 dsmb1.ox.ac.uk 163.1.219.1 1500 Desktop backup
OX_HFS_B3 dsmb3.ox.ac.uk 163.1.219.3 1600 Desktop backup
OX_HFS_B5 dsmb5.ox.ac.uk 163.1.219.5 1700 Desktop backup
OX_HFS_B7 dsmb7.ox.ac.uk 163.1.219.7 1800 Desktop backup
OX_HFS_B2 dsmb2.ox.ac.uk 163.1.219.2 2500 Server backup
OX_HFS_B4 dsmb4.ox.ac.uk 163.1.219.4 2600 Server backup
OX_HFS_B6 dsmb6.ox.ac.uk 163.1.219.6 2700 Large server backup
OX_HFS_B8 dsmb8.ox.ac.uk 163.1.219.8 2800 Server backup
OX_HFS_B10 dsmb10.ox.ac.uk 163.1.219.15 2900 Server backup
OX_HFS_B12 dsmb12.ox.ac.uk 163.1.219.16 3300 Large server backup
OX_HFS_VPN dsmvpn.ox.ac.uk 163.1.219.10 3200 Desktop VPN-based backup
OX_HFS_DD1 dsmbdd1.hfs.ox.ac.uk 163.1.219.13 3400 TSM for VE server backup
To check if you are connecting to the correct HFS TSM server, note the DNS Name and Port from the table above, then start the TSM backup client program and answer Yes to the error message that displays. At the TSM main window, choose the Edit menu and [Client Preferences] option. Select the 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.
Status
More Information
Applies To TSM

34. KBGEN0002 - "ANS1357S Session rejected: Downlevel client code version"

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.
Status
More Information
Applies To TSM

35. KBGEN0003 - "ANS1361E Session rejected: The specified node name is currently locked"

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 150GB (desktop/laptop clients), 300GB (server clients) or 400GB (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 explicity 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 backup, and 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 - see further Backup & Restore - The initial backup.
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 38. 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.
More Information
Applies To TSM

36. KBGEN0004 - "ANS1398E Initialization functions cannot open one of the Tivoli Storage Manager logs..."

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 FAQ 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 writable 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.
Status
More Information
Applies To TSM

37. KBGEN0005 - "ANS2610S TCP/IP communications failure between the client and the server machine" or "TCP/IP invalid host name. Do you wish to continue for the purposes of local backupset restore?"

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.
Status
More Information
Applies To TSM

38. KBGEN0006 - During installation, TSM does not prompt for a nodename or password; when run, it tries to use an incorrect nodename.

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 file(s) 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 this/these file(s) on your machine using our TSM configuration file list. Then rename them, e.g. to dsm-old.sys, dsm-old.opt, to keep them safe. Now run the TSM installer again: it will prompt you for a nodename and password.
Status
More Information
Applies To TSM

39. KBGEN0007 - Data restores run very slowly.

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.
Status
More Information
Applies To TSM

40. KBGEN0008 - "ANS1355E Session rejected: Server disabled" and/or "ANS1312E Server media mount not possible"

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, e.g. 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
More Information
Applies To TSM