2. Troubleshooting TSM Specific Connection Issues

What follow are some suggested checks to make if a client is failing to connect to the Oxford University TSM Servers.

2.1. Which server should your node be connecting to?

In order for us to test connectivity we need to find out which of the TSM servers your node should be connecting to, to do this follow these instructions - if you already have this information from the previous check the skip to the next section.

  1. Browse to the Self-Registration Home Page
  2. In the drop down box next to the Registered TSM Client, click on View Client Information - Please note that not all clients will report to the same server and therefore if you are troubleshooting more than one client you will need to find the details of each clients server
    Figure 1.
  3. You will see a screen similar to the one below, make note of the Server reference details
    Figure 2.
  4. This server reference relates to a physical server name as shown in the table below, please make note of the server name, it's IP Address and the port number as we will use these to test connectivity:
    Server ReferenceServer NameIP AddressPort
    OX_HFS_B1dsmb1.ox.ac.uk163.1.219.11500
    OX_HFS_B2dsmb2.ox.ac.uk163.1.219.22500
    OX_HFS_B3dsmb3.ox.ac.uk163.1.219.31600
    OX_HFS_B4dsmb4.ox.ac.uk163.1.219.42600
    OX_HFS_B5dsmb5.ox.ac.uk163.1.219.51700
    OX_HFS_B6dsmb6.ox.ac.uk163.1.219.62700
    OX_HFS_B7dsmb7.ox.ac.uk163.1.219.71800
    OX_HFS_B8dsmb8.ox.ac.uk163.1.219.82800
    OX_HFS_B10dsmb10.ox.ac.uk163.1.219.152900
    OX_HFSdsma.ox.ac.uk163.1.219.92000
    OX_HFS_VPNdsmvpn.ox.ac.uk163.1.219.103200

2.2. Checking the Server Connectivity

A ping is a simple network connectivity test that can be used to test whether a particular host (server or client) is reachable across a network.

2.2.1. Getting to the command prompt

  1. Click on Start (or the Windows Icon in Vista/Win7)
  2. Click on Run (or "start here" in Vista/Win7)
  3. Type CMD and hit Enter or click OK
  4. You should now see a command prompt screen as shown below:
    Figure 3.

2.2.2. Pinging the IP Address

  1. At the command prompt type ping ipaddress and press Enter - where the ipaddress relates to the server you are trying to connect to (see table above)
    Figure 4.
  2. You should then see the results of the ping returned and then it will return to the command prompt:
    • Successful Ping (see below)- The key here is the "Reply from" and having four successful returns.
      Figure 5.
    • Unsuccessful Ping (see below) - There are no "Reply from" indicating that the client is unable to communicate with the specific server - at this point it is worth checking you noted the IP Address correctly and trying again to repeat the result.
      Figure 6.
  3. If you were unable to ping the IP Address then please go on to TSM Networking Troubleshooting Stage 3
  4. If you were able to successfully ping the IP Address, then try the TSM Client again. If you then still have problems with the TSM Client then please process to the next step

2.2.3. Pinging the Server Name

If you have been able to ping the Server IP Address, but still having problems with your TSM Client, then pinging the Server name is the next logical step. Pinging the server name ensures that the server name is resolving to the correct IP Address, this is important as the TSM Client uses the server name to communicate:

  • At the command prompt type ping servername and press Enter - where the servername relates to the server you are trying to connect to (see table above)
    Figure 7.
  • You should then see the results of this ping returned and then it will return to the command prompt:
    • Successful Ping (see below)- The key here now is that the server name has resolved itself to the same IP Address that we pinged in the previous test, and having four successful "Reply from" returned.
      Figure 8.
    • Unsuccessful Ping Possibility 1 (see below) - The server name is resolving to an incorrect IP Address and returning a "timed out" message.
      Figure 9.
    • Unsuccessful Ping Possibility 2 (see below) - The server name is resolving to an incorrect IP Address but is returning successful "Reply From" responses - the key here is that the server name resolution is incorrect. If the server name is resolving to an incorrect ip address then the TSM Client will simply not work
      Figure 10.
  • If you were unable to ping the server name or the server name resolved to an incorrect IP Address then please go on to TSM Networking Troubleshooting Stage 4
  • If you were able to successfully ping the server name and it resolved to the correct IP Address, then try the TSM Client again. If you then still have problems with then TSM then please proceed to the summary below.

2.2.4. Summary

We have now performed a number of tests and have proven that the client is configured correctly and that sufficient network connectivity is in place to establish at least basic network connectivity to the TSM Servers.

But the TSM Client still isn't working? Just to recap:

 I have internet access
I am connected to the Oxford University network (or via VPN for the VPN Backup Service)
My TSM Node is not locked
My TSM Password is not due to expire
My TSM Client is configured correctly
I can ping the required IP Address
I can ping the required Server Name

Network connectivity has been established and the TSM Client is deemed to be configured correctly, therefore the issues relating to the TSM Client connectivity must be linked to an issue with the configuration specific to the local client - please refer to the TSM Network Troubleshooting Stage 5 for further advice.

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