1. OUCS TSM Software

The OUCS HFS Team have built and configured the TSM Client installer specifically for use within Oxford University. This should simplify the installation and automatically configure a large number of elements to ensure that the installation is fit for purpose.

The OUCS TSM for Windows installer:

• Unpacks the software
• Checks for the required network connectivity
• Prompts the user for a TSM Nodename and Password if this is a fresh install
• Cleans up any existing TSM software - removing Desktop Shortcuts and stopping and/or uninstalling TSM Scheduled services
• Installs the TSM software via the Windows standard msi installer
• Automatically configures the TSM Scheduled Services.

To support any issues encountered during the installation and to assist the troubleshooting process the installation writes a log of this process to a file called 'tsm-install.log' in the user's temporary folder and is most useful in initial diagnosis of client installation problems. The log file is most easily found by starting the Run command from the Windows Start menu and running 'explorer %temp%'.

Interpreting the log file

The log file produced is a standard text file, and is generally very small and easy to read

The steps below will guide you through process of the installation on a Windows Client, identify when elements are written to the tsm-install.log and the possible issues and errors you will see along the way

1. Customer downloads the TSM Installation - no log entries written
2. Customer double clicks on the downloaded file to begin the installation - no log entries written
3. Customer clicks on Unzip to Unzip and commence the installation
4. The self-extracting exe unpacks the software to c:\tsm_/hfs/help/images, with the self-extracting exe is set-up to automatically run the tsm.exe – at this point the log file is created (if new) or appended to.
5. The 'ProgramFiles' setting in the user's environment is then read and the TSM Program Folder is then constructed from this. This is the target destination for much of the TSM software.
6. The config file for the installation 'tsm.ini' is then read. This lists any dependencies for the TSMclient software and, importantly, the host TCPIP address and port number of various OUCS TSM servers. - the log file so far will look like this:

   Figure /hfs/help/images/tsminstall01.gif []

7. The installation now checks whether the installation being performed is for the current operating system:
   • If you are trying to install the wrong version the log file entries will look like the following and the installation will have terminated - The solution is to download the correct installation file for the operating system being used and try again

     Figure /hfs/help/images/tsminstall02.gif []

   • If you are installing the correct version the log file will look like this and installation will continue

     Figure /hfs/help/images/tsminstall03.gif []

8. The installation now checks that communication can be established between the client and the TSM Servers:
   • If communication cannot be established to the servers you will see these entries in the installation log and the installation will terminate with an error message displayed to the user - Check that the user is physically connected to the University Network
     • If the user is connected via VPN or has the VPN service running, please ensure the user has a physical network connection to the Oxford University network without any VPN Services running or they are a user of the VPN-based Backup Service rather than the normal backup services
     • If the user does already have a physical network connection, please refer to the Network Connectivity Troubleshooting Guide

     Figure /hfs/help/images/tsminstall04.gif []

   • If communication is successfully established to some but not all of the TSM servers you will see the following entry in the installation log and the user will have a form displayed to them - If the nodename and password are then not accepted it may be due to the server that the client couldn't communicate is the one required for this node, this is likely to be a Firewall or DNS error and you should contact your local IT Support staff to assist

     Figure /hfs/help/images/tsminstall04a.gif []

   • If communication is successfully established to the servers you will see the following entry in the installation log and the user will have a form displayed to them

     Figure /hfs/help/images/tsminstall05.gif []

9. The user is then shown the first installation screen, which is requesting for a Nodename and Password, once entered the user clicks Next
10. The installation then checks for any TSM desktop shortcuts and any TSM Services, removing/stopping them if they exist:

    Figure /hfs/help/images/tsminstall06.gif []

11. The installation then verifies the Nodename and Password with one of the TSM Servers
    • If the either the Nodename and Password are incorrect a prompt will be displayed and the user asked to re-enter the details - Solution is to check the nodename and reset the password if required using the TSM Self Service Registration Page

      Figure /hfs/help/images/tsminstall07.gif []

    • If the Nodename and Password are correct the installation will proceed

      Figure /hfs/help/images/tsminstall08.gif []

12. It is at this point that an MSI.Log file is also created
13. The installation then copies a dsm.opt file that is configured for the new node

    Figure /hfs/help/images/tsminstall09.gif []

14. The TSM Software is then installed using the standard Windows Installer
15. The TSM Software then configures and starts the TSM Services, at this point the installation also checks if the client has over 100GB to be backed up:

    Figure /hfs/help/images/tsminstall10.gif []

16. The user is then prompted with the final screen and can click Finish - this generates the final entry in the tsm-install.log

    Figure /hfs/help/images/tsminstall11.gif []

You should have now been able to successfully troubleshoot client installation errors by going through the TSM-INSTALL log file.