This section is aimed to provide some further network troubleshooting information to ensure you have a successful connection to the TSM backup servers. This is in addition to the basic checks and the Network Connectivity Troubleshooting Guide.
The tracert (pronounced 'Trace Route') utility can check how many 'hops' it takes to connect your computer with another computer. In this instance we know that the connection is likely to fail, due to previous tests, and therefore we are using this utility to see if the problem is local to this client or at some point between the client and the server.
- Click on
Start(or the Windows Icon in Vista/Win7)
- Click on
Run(or "start here" in Vista/Win7)
CMDand hit Enter or click
- You should now see a command prompt screen as shown below:
- At the command prompt type
tracert ipaddressand hit Enter - where the
ipaddressrelates to the server you are trying to connect to:Now review your results with those listed below:
- If the tracert returns one or more successful 'hops' but fails to reach its end destination, as shown below, this demonstrates that the problem is not local to the machine running the TSM Client,
you should contact your Local IT Support as this may highlight a physical network issue or network firewall misconfiguration/issue.
- If the tracert returns no successful 'hops' this highlights a local configuration issue. There are some guidelines available to check the Firewall/Ant-Virus Software, which are the most likely causes:
- If the tracert completes as shown below, this generally means that the tracert has been successful. If this is the
case then please try the TSM Client again as this demonstrates connectivity between the client and server - if the client fails to work again but tracert is still
working then return to the Network Troubleshooting Guide and start again as clearly something has started work from the original ping failures: