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8-4
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Backup, Restore, and Update Problems
Backup failed for a One or Two-Node system
Symptom Backup failed for a one or two-node system.
Error Message Backup and Restore displays an exception or a 'Page Not Found' message.
Possible Cause When an exception is displayed by Backup and Restore, please check the logs in the
c:\program files\wfavvid\log\MCVD folder and search for the keyword: 'backup_fail'. This will
show the cause of the failure. If the message is not understandable, please contact TAC. If the 'Page
Not Found' message is displayed, please contact TAC since the CRS Node Manager service has
restarted for some reason.
Recommended Action Check and make sure that the 'Backup Storage Location' is set correctly with the
right credentials.
CRS 4.5 profile name is missing
Symptom You are prompted to select the CRS 4.5 profile name during the 4.5 to 5.0 upgrade, but that
name is missing from the pulldown menu list during restore.
Error Message None
Possible Cause This can happen if an initial attempt to restore was unsuccessful due to the CRS Node
Manager abruptly shutting down or restarting. The CRS 4.5 profile name may have been migrated
to the 5.0 cluster ID (that is, a long number) during the restore attempt. However, because the CRS
Node Manager service abruptly shut down, the name itself remained migrated in the CCM table.
Recommended Action When prompted for the CRS 4.5 profile name, please choose the long integer
number from the menu pulldown list.
Page Not Found message is displayed during Restore or Upgrade
Symptom During Restore or Upgrade, the message "Page Not Found" is displayed.
Error Message Check the log in c:\program files\wfavvid\log\MCVD and search for
keyword 'reboot_on' for the error message.
Possible Cause Most likely, the CRS Node Manager has restarted during Restore or Upgrade due to an
abnormal shutdown. This can be checked if you see a new MCVD log file (in the c:\program
files\wfavvid\log\MCVD folder) created during the time of the restore or if you see that the CRS
Node Manager Service is no longer running.
Recommended Action
Step 1 Analyze the 'reboot_on' message to see which service went down. If this is intermittent issue, redo the
Restore by first doing the following two steps. Contact TAC if condition persists
Step 2 Stop the CRS Node Manager Service if it is running.
Step 3 Replace the c:\program files\wfavvid\ClusterData folder with the original ClusterData folder that was
copied before the restore.
Step 4 Remember to keep the original copy around just in case the process needs to be repeated.