[Intel Navigation Header]

    StorageExpress(TM) System: Troubleshooting Notes from Tech Support

    Contents:

    • WHAT TO DO IF YOU RECEIVE A DAEMON ERROR
    • ACTIVITY LOG ERRORS: "RECEIVE TIMEOUT" FOLLOWED BY "FILE [FILE_NAME] IS TRUNCATED"
    • "OUT OF MEMORY ON HOST SERVER"
    • STORAGEEXPRESS DOES NOT SHOW UP ON THE NETWORK DURING INITIAL SETUP
    • STORAGEEXPRESS WILL NOT ACCEPT A TAPE DURING BACKUP OR RESTORE
    • CENTRAL CONSOLE RUNS SLOW OR NOT AT ALL
    • CENTRAL CONSOLE CANNOT SEE THE STORAGEEXPRESS SYSTEM
    • BO_INSERT ERRORS AND CORRUPTED FTS (FILE TRACKER) DATABASE
    • THE MESSAGE "ERROR" OR "CANNOT ASSOCIATE" RECEIVED WHEN ASSOCIATING SERVERS FROM CENTRAL CONSOLE
    • CONFIGURATION - "INVALID PASSWORD"
    • "CANNOT SUBMIT SELFBACKUP JOB" OR "FAILED TO GET QUEUE JOB LIST, FE' "
    • NETWORK CONNECTION - STORAGEEXPRESS SYSTEM HANGS WHEN LCD SAYS "ATTACHING DISK DRIVE..."
    • CPU UNIT HANGS AT "DETERMINING LOCAL NETWORK NUMBER...XXX" OR NAME UNIQUENESS
    • CPU UNIT HANGS AT "ACTIVITY LOGGER STARTED" AND OTHER SYMPTOMS
    • CPU UNIT HANGS AT "SELF TEST" AFTER POWER UP
    • SEDEMO.EXE
    
    

    WHAT TO DO IF YOU RECEIVE A DAEMON ERROR

    
       There are 2 actions to take to resolve 80% of daemon errors encountered
    
       when using Exabyte drives:
    
    
    
         *   Install adequate memory in the StorageExpress CPU.
    
    
    
         *  Update the tape drive firmware.
    
    
    
       The latest firmware for Exabyte drives is 06J0 (8500c drives) and O6L0
    
       (8500 drives).  This new firmware fixes daemon errors caused by an
    
       undetected session-end marker.  There are other causes of daemon errors
    
       such as sub-standard or exhausted media, poorly maintained tape heads,
    
       or unavailable buffers.  To avoid experiencing, or as the base solution
    
       for daemon errors, Intel suggests that all StorageExpress system
    
       customers using Exabyte 8500 & 8500C tape drives update the firmware on
    
       the drive and ensure that adequate memory is installed on the
    
       StorageExpress system.  8M of RAM is adequate for single streaming
    
       systems, for 2 to 4 streams 16M of RAM is required.
    
    
    
    

    ACTIVITY LOG ERRORS: "RECEIVE TIMEOUT" FOLLOWED BY "FILE [FILE_NAME] IS TRUNCATED"

    
       Product:  StorageExpress(TM) Backup Server
    
    
    
       Symptom:
    
       The activity log produced during a workstation backup will report system
    
       message number 251 "Receive TimeOut", followed by system message number
    
       260 "File [File_name] is truncated", and the backup operation is
    
       canceled.
    
    
    
       Typically the StorageExpress system and the target workstation will be
    
       separated by a Novell file server supporting internal routing.
    
    
    
       Description:
    
       The communication link between the StorageExpress system and the
    
       workstation is supported by SPX.  If the  communication timing between
    
       these two nodes is increased by introducing hardware to the link then
    
       the abort, listen and verify parameters must be altered in the NET.CFG
    
       to accommodate the latency in communication.
    
    
    
       Note: Changing the SPX parameters on the StorageExpress system (using
    
       the SPXCONFG.NLM) will not affect the workstation communication process.
    
    
    
       Solution:
    
       The target workstation should reference a NET.CFG file when loading the
    
       network drivers.  The NET.CFG file should include SPX configuration
    
       parameters and should be set as follows.
    
    
    
       For DOS and Windows workstations:
    
    
    
            SPX ABORT TIMEOUT=3000
    
            SPX LISTEN TIMEOUT=108
    
            SPX VERIFY TIMEOUT=108
    
            SPX CONNECTIONS=50
    
    
    
       For OS/2 2.1 Workstations:
    
    
    
       PROTOCOL STACK SPX
    
            ABORT TIMEOUT 60000
    
            LISTEN TIMEOUT 12000
    
            VERIFY TIMEOUT 6000
    
            SESSIONS 50
    
    
    
       Note: For OS/2 workstations, the LISTEN TIMEOUT value must be two times
    
       greater than the VERIFY TIMEOUT.  The ABORT TIMEOUT value must be 10
    
       times greater than the VERIFY TIMEOUT.  The maximum value for ABORT
    
       TIMEOUT is 65,535.
    
    
    
       Refer to Novell documentation for further information on NET.CFG and SPX
    
       configuration.
    
    
    
    

    "OUT OF MEMORY ON HOST SERVER"

    
       Symptom
    
       Backup, Restore, or Merge job will be halted and cancelled.  The error
    
       message in the activity log will state "out of memory on host server." 
    
       The monitor on the StorageExpress system will report "Cache Buffers
    
       Maximum Limit Exceeded."  This is most likely to occur on dual streaming
    
       systems with 8 meg of memory, installed on a Token Ring network.
    
    
    
       Description
    
       The StorageExpress server is low on memory.
    
    
    
       Solution
    
       Adding more memory to the StorageExpress system is the permanent
    
       solution.  See Adding memory to the StorageExpress(TM) system control
    
       unit  for more information.
    
    
    
    

    STORAGEEXPRESS DOES NOT SHOW UP ON THE NETWORK DURING INITIAL SETUP

    
       Symptom:
    
       During initial installation, the StorageExpress system does not appear
    
       on the network.  It does not  show in NLIST or SLIST.
    
    
    
       Descriptions:
    
    
    
         *  StorageExpress network adapter option is not set correctly.
    
            Adapter Type
    
            Frame Type 
    
            IPX Network Number
    
            Cable Type
    
            Token Ring Speed
    
    
    
         *  Source Routing is not set correctly for Token Ring network.
    
    
    
         *  Routers between the Central Console and StorageExpress.
    
    
    
       Solutions:
    
    
    
         *  Issue the RESET ROUTERS command on Novell file servers.  Wait
    
            several minutes for routers to update.
    
    
    
         *  Check the StorageExpress Token Ring Adapter settings.  Document
    
            6724 contains instructions.
    
    
    
         *  Check the source routing setup.  It needs to be set up exactly like
    
            the rest of the network.  If other Novell file servers on the same
    
            network ring load ROUTE.NLM then you need to have source routing
    
            enabled.
    
    
    
         *  Load Central Console on a workstation that is on the same segment
    
            or ring as the StorageExpress system. 
    
    
    
         *  Do a display servers from a file server on the same ring/segment as
    
            the StorageExpress unit to see if it is broadcasting and being
    
            received. 
    
    
    
         *  Connect a keyboard and monitor to the StorageExpress unit and do a
    
            display servers to see what the unit can find.  Type CONFIG at the
    
            colon prompt on the StorageExpress unit to verify the environment
    
            configuration.  Load the MONITOR NLM at the ":" prompt, check LAN
    
            Information to verify packets sent and received.
    
    
    
         *  Reinitialize the StorageExpress system.
    
    
    
         *  Check Router and/or Bridge configurations for filtering.
    
    
    
         *  Update file server LAN drivers along with Router and Bridge
    
            microcode to current versions. 
    
    
    
    

    STORAGEEXPRESS WILL NOT ACCEPT A TAPE DURING BACKUP OR RESTORE

    
       Symptom:
    
       The StorageExpress system is set to backup or restore files.  It will
    
       not accept a tape during the session.
    
    
    
       Solution:
    
    
    
         *  Check the name of the tape.  The StorageExpress system will look
    
            either for specific tape names during the backup or restore
    
            operation or a blank tape (Quick erase will blank a tape).
    
    
    
         *  Check that the tape heads have been cleaned with the cleaning tape
    
            that came with the StorageExpress, according to the recommended
    
            schedule.
    
    
    
         *  Make sure the tape is not a cleaning tape or an image tape of the
    
            StorageExpress system.
    
    
    
    

    CENTRAL CONSOLE RUNS SLOW OR NOT AT ALL

    
       Symptom:
    
       All requests made from the Central Console Application are sent to the
    
       network (you will see the beach ball symbol and/or the network symbol). 
    
       As a result the application runs very slowly.
    
    
    
       Solution:
    
    
    
         *  The workstation running Central Console must have the following IPX
    
            and NETX loaded.
    
    
    
         *  - IPX.COM 3.1 or later.
    
    
    
         *  - NETX.COM (XMS or EMS) 3.26 or later or VLM 1.1.
    
    
    
         *  - IPXODI.COM 1.2 or later (if used).
    
    
    
         *  - LSL.COM 1.21 or later (if used).
    
    
    
         *  If the workstation is using VLMs, the VLM.EXE should be v1.10 or
    
            later.  The latest version of VLM.EXE and update instructions can
    
            be found in the WINUPx.exe and DOSUPx.EXE file on NetWire.
    
    
    
         *  Check that the workstation running Central Console has at least 4
    
            megs of RAM.
    
    
    
         *  Check the SYSTEM.INI file under [386Enh].  The line "network="
    
            should be:
    
    
    
            network=*vnetbios,vnetware.386,vipx.386
    
    
    
         *  Tip: Best performance occurs when the StorageExpress unit and the
    
            Central Console workstation are on the same network segment. 
    
    
    
         *  Check that the file server you are logged on to is on the same
    
            network segment or ring as the StorageExpress system.
    
    
    
         *  Check your Windows Setup (located in the Main group of the Program
    
            Manager) for the Network shell version, it should say "Novell
    
            NetWare (shell version x.xx)."  The shell version should be 3.26 or
    
            higher.  
    
    
    
         Do not run Central Console from a file server.
    
    
    
    

    CENTRAL CONSOLE CANNOT SEE THE STORAGEEXPRESS SYSTEM

    
       Symptom:
    
       The Central Console workstation is not able to see the StorageExpress
    
       unit.
    
    
    
       Solutions:
    
    
    
       The workstation running Central Console must have the following IPX and
    
       NETX or VLM loaded:
    
    
    
            - IPX.COM 3.1 or later
    
            - NETX.COM (XMS or EMS) 3.26 or later
    
            - IPXODI.COM 1.2 or later (if used)
    
            - LSL.COM 1.21 or later (if used)
    
    
    
            If the workstation is using VLMs, the VLM.EXE should be v1.10 or
    
    
    
            later.  The latest version of VLM.EXE and update instructions can
    
            be found in the WINUPx.EXE and DOSUPx.EXE file on NetWire.
    
    
    
         *  Check that the workstation running Central Console has at least 4
    
            megs of RAM.
    
    
    
         *  Check the SYSTEM.INI file under [386Enh].  The line "network="
    
            should be:
    
    
    
            --  network=*vnetbios,vnetware.386,vipx.386
    
    
    
         *  Tip: Best performance occurs when the StorageExpress unit and the
    
            Central Console workstation are on the same network segment. 
    
    
    
         *  Check your Windows Setup (located in the Main group of the Program
    
            Manager) for the Network shell version, it should say "Novell
    
            NetWare (shell version x.xx)."  The shell version should be 3.26 or
    
            higher. 
    
    
    
         *  Madge's Smart IPX and Smart ODI drivers will not work with the
    
            Central Console workstation.  Do not use these high performance
    
            drivers.  Use the standard Madge Novell drivers in this
    
            workstation.
    
    
    
         *  Check that the internal IPX number of the StorageExpress system is
    
            unique on the network.
    
    
    
         *  This can also be caused when upgrading and adding DAT drives.  The
    
            tape driver will not load and Central Console cannot see the
    
            StorageExpress unit, and cannot do the update.  Run RCONSOLE to the
    
            StorageExpress and type: Tape Driver is ready.  This will cause the
    
            StorageExpress system to think it has a driver and allow Central to
    
            see the unit.  This will permit the update to complete.
    
    
    
         *  Do a Reset Routers on the target server that the workstation is
    
            logged into.
    
    
    
    

    BO_INSERT ERRORS AND CORRUPTED FTS (FILE TRACKER) DATABASE

    
       Symptom:  (for v1.30.A.E)
    
       May see one or more of the following:
    
    
    
         *  Data not seen in the FTS browser.
    
    
    
         *  Entry in the Activity Log indicating: "Failed BO_<some-term>".
    
    
    
       Description:
    
       The StorageExpress system is powered off before it is downed or there is
    
       a power spike to an unprotected unit.  If the StorageExpress system is
    
       powered off during the Quick tape erase, Full tape erase, or Merging of
    
       a tape, the FTS database will be corrupted and a BO_<some term> error
    
       will show.  Quick Erase removes the tape name header and deletes
    
       information in the database associated with the erased tape.  This
    
       purging of information from the StorageExpress system could take as long
    
       as 45 minutes.
    
    
    
       Solution:
    
    
    
         *  Map a drive or login as supervisor to the StorageExpress system:
    
    
    
            for example:
    
    
    
            Map  U:=[SE_name]\SYS:ENGINE
    
            Copy all the FTS files from the NULLFTS directory to the ENGINE
    
            directory.
    
    
    
           Ncopy   \Nullfts \FTS*.BTR \Engine
    
    
    
       Note:     When you try to copy these files from the NULLFTS (or TEMPFTS)
    
       directory to the ENGINE directory, an error may show that a file is in
    
       use and you will be unable to copy the files.  This error occurs because
    
       a file is in use by Btrieve.  To work around this problem, use Central
    
       Console to SHUTDOWN AND REBOOT TO Netware MODE and try the operation
    
       again or RCONSOLE into the StorageExpress unit.  From the colon prompt :
    
       type in:
    
    
    
            Unload MPP
    
            Unload FHM
    
            Unload Prune
    
            Unload Update
    
            Unload Btrieve
    
    
    
       Then exit Rconsole login into StorageExpress as supervisor and continue
    
       with the file copy.
    
    
    
    

    THE MESSAGE "ERROR" OR "CANNOT ASSOCIATE" RECEIVED WHEN ASSOCIATING SERVERS FROM CENTRAL CONSOLE

    
       Symptom:
    
       A message indicating "error" or "Cannot Associate" is received when
    
       trying to associate the StorageExpress with a file server.   If there
    
       are other servers in the network that have been previously associated,
    
       they may or may not show up as being currently associated.  In most
    
       cases they no longer show on the associated list.  There are several
    
       possible causes of this error:
    
    
    
       Solutions:
    
    
    
         *  For v1.30A.E. or less, check for the user GUEST as an account on
    
            the StorageExpress unit.  The StorageExpress unit MUST have a GUEST
    
            account in its bindery to perform several functions.
    
    
    
         *  Do not put a password on GUEST account.
    
    
    
         *  Check for restrictions to the user GUEST.  Account, Time, or
    
            Station restrictions should be checked in SYSCON to make sure any
    
            changes made to GUEST are not causing problems.
    
    
    
         *  If the adapter card is using a NE3200.COM driver, update to the
    
            newest driver and update the NET.CFG file:
    
    
    
            Link Driver NE3200
    
    
    
                 Double Buffer
    
                 Frame Ethernet_802.3
    
                 Protocol IPX 0 Ethernet_802.3
    
    
    
         *  Delete *.il and *.dl files from the central console directory
    
            (normally C:\CENTRAL).
    
    
    
         *  For v1.40A.E and 1.41.A.E, see if you can tell which FTS file is
    
            corrupted:  
    
    
    
           --  Look in the Activity.log, if you see BO_ errors, the message
    
              will be followed by the corrupted file name.
    
    
    
           --  Run BUTIL from the StorageExpress Sytem Console.   (Currently
    
              BUTIL does not come with StorageExpress backup system, however it
    
              does come with NetWare:  you will have to get it from another
    
              NetWare 3.11 file server.)
    
    
    
              RCONSOLE to the StorageExpress 
    
              Copy BUTIL.NLM to the SYS:SYSTEM directory of the StorageExpress
    
              :Load BUTIL -stat sys:\engine\ftsjob.btr 
    
              Run BUTIL for each btrieve file. If the file is corrupted, you
    
              will see an error message, *The command did not complete due to
    
              unrecoverable error*.
    
    
    
           --  If the file(s) that are corrupted are the FTSPATH.BTR and/or
    
              FTSJBDTL.BTR files, then you can copy just those two files from
    
              the StorageExpress SYS:NULLFTS directory.
    
    
    
              NThe FTSPATH and FTSJBDTL files must be copied together, never
    
              copy just one of them.
    
    
    
           --  If it is any other file, or you can not determine which file it
    
              is then copy ALL the files from the  SYS:NULLFTS directory. The
    
              files are FTSPATH.BTR, FTSJBDTL.BTR, FTSJOB.BTR, SLSET.BTR  and
    
              SLSETDTL.BTR.
    
    
    
              Once you have copied all the files from the SYS:NULLFTS
    
              directory, you May need to delete and recreate the streamlined
    
              jobs. 
    
    
    
       Login to the StorageExpress unit as supervisor.  Change to the PUBLIC
    
       directory.  Delete the EP.* file.  Reboot the StorageExpress and the
    
       work station.  You will need to reassociate all the servers and
    
       workstations to the StorageExpress.
    
    
    
    

    CONFIGURATION - "INVALID PASSWORD"

    
       Product: StorageExpress server 1.20.A.E.
    
    
    
       Symptom:
    
       When saving the configuration changes to the StorageExpress system
    
       through the "Configure StorageExpress" option in Central Console, and
    
       the password has been changed, "Invalid Password"  error is displayed. 
    
       After several retries this is usually successful.
    
    
    
       Description:
    
       Passwords were not written correctly as bindery objects.
    
    
    
       Solution:
    
       Upgrade your StorageExpress system software to v1.30.A.E.
    
    
    
    

    "CANNOT SUBMIT SELFBACKUP JOB" OR "FAILED TO GET QUEUE JOB LIST, FE' "

    
       Product: StorageExpress(TM) server 1.20.A.E.
    
    
    
       Symptom:
    
       When you are setting up a self backup job, the error "Cannot submit
    
       selfbackup job" is seen on the Central Console screen or the selfbackup
    
       job does not run and the error "Failed to get queue job list, fe'" is
    
       reported in the activity log.
    
    
    
       Description:
    
       Queues were not written correctly as bindery objects.  
    
    
    
       Solution:
    
       Upgrade your StorageExpress system software to v1.30.A.E.
    
    
    
    

    NETWORK CONNECTION - STORAGEEXPRESS SYSTEM HANGS WHEN LCD SAYS "ATTACHING DISK DRIVE..."

    
       Product: v1.20.A.E. or earlier
    
    
    
       Symptom:
    
       The StorageExpress system hangs when the LCD display shows "Attaching
    
       Disk Drive..." and the Central Console "Connect" screen does not show
    
       the StorageExpress system.
    
    
    
       Description:
    
       The Transaction Tracking System (TTS) of the NetWare server software has
    
       detected a bad transaction that needs to be backed out.  The NetWare
    
       software creates a new file and then requests a 'Y' or 'N' response to
    
       delete the backout file that can be seen on a monitor but not on the LCD
    
       display.
    
    
    
       Solution:
    
       Upgrade your StorageExpress system software to v1.30.A.E.
    
    
    
    

    CPU UNIT HANGS AT "DETERMINING LOCAL NETWORK NUMBER...XXX" OR NAME UNIQUENESS

    
       Symptom:
    
       CPU unit is attempting to connect to the Network and the server is not
    
       answering to any of the addresses.
    
    
    
       Solution:
    
    
    
         *  Check that there is a server running on the same ring or segment
    
            and that REPLY GET NEAREST SERVER=ON.
    
    
    
         *  Check the physical network cable connection to the CPU unit.  Be
    
            sure this connection is working.
    
    
    
         *  Check that the frame type or source routing options match the
    
            network settings.
    
    
    
    

    CPU UNIT HANGS AT "ACTIVITY LOGGER STARTED" AND OTHER SYMPTOMS

    
       Symptom:
    
       The StorageExpress system cannot communicate with the Tape drive in the
    
       peripheral unit.  The StorageExpress system attempts to communicate with
    
       the Tape unit(s) during initialization and hangs at the "Activity Logger
    
       Started" screen.  Other symptoms include:
    
    
    
         *  A StorageExpress system with four tape drives in four separate
    
            groups (parallel) will have the SCSI IDs 3 and 4 timeout while
    
            attempting a self-restore.  The self-restore may take 20 to 30
    
            minutes and completes successfully even though it appears to have
    
            failed.  Possible error messages:
    
    
    
           *   "Tape driver at SCSI id 3 may not have been initialized".
    
    
    
           *   "Tape driver at SCSI id 4 may not have been initialized".
    
    
    
         *  CPU unit LCD indicates drive 1 or 2 error.
    
    
    
         *  Central Console configuration screen does not allow "parallel"
    
            drive with 2 tape drives.
    
    
    
       Description:
    
       These symptoms are caused when the CPU unit is unable to attach to the
    
       peripheral unit.  The symptoms during or after a self-restore are caused
    
       by a problem in the way the LDENGINE.NLM is loading the drivers for the
    
       self-restore.
    
    
    
       Solution:
    
       Upgrade your StorageExpress system software to v1.30.A.E.
    
    
    
       Check the Peripheral Unit I/O Cable.
    
    
    
       Verify that the SCSI switches on the back of the peripheral unit are
    
       correctly set for your tape drive type. 
    
    
    
       Check the internal tape drive cabling in the peripheral unit.
    
    
    
       Check the SCSI ID switch.  Information on the switch settings is in
    
       document 6763.
    
    
    
    

    CPU UNIT HANGS AT "SELF TEST" AFTER POWER UP

    
       Symptom:
    
       When the StorageExpress unit is powered up, it hangs at the "Self test"
    
       screen.
    
    
    
       Description:
    
       Usually the main causes of this symptom include:
    
    
    
         *  Hardware configuration errors.
    
    
    
         *  Hardware failures.
    
    
    
         *  Improperly connected cables.
    
    
    
       Solution:
    
       If this installation includes the Token Ring Option, verify the switch
    
       settings and EPROM location on the adapter board.  Document 6724
    
       contains Token Ring Option instructions.
    
    
    
       Power the system off and re-seat the external and internal SCSI cables
    
       as well as the External SCSI terminator.  Power the system back on.
    
    
    
    

    SEDEMO.EXE

    
       This self-running demo contains an overview of the StorageExpress system
    
       as well as a guided walk-through of the Windows based central management
    
       software.  It will show you how easily you can configure automatic
    
       backups and much more.  The demo requires VGA, 640K RAM, uses 700K of
    
       hard disk space uncompressed, and supports a mouse if available.
    
    

    Trademark information