SRM Data Collection - Troubleshoot

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All Data Collection jobs fail for a new SRM Client

All Data Collection jobs fail for an existing SRM Client

Exchange Data Collection job fails

Not all Exchange Mailboxes are reported

Not all Exchange Objects are reported

NAS Data Collection Fails

NAS Volume or Share Details not Collected

Not all File Systems are reported

Oracle Data Collection job fails or stops responding

Solaris Data Collection for NFS data hangs

SQL Data Collection Fails

SRM Data Collection restart fails on Windows 2000 Server

SRM Unix client summary does not update after files are deleted

All Data Collection jobs fail for a new SRM Client

If you have just successfully installed a SRM Client, but all data collection jobs fail for that client, check for DNS resolution issues if you entered a short name for the SRM Server during the SRM Client installation.

All Data Collection jobs fail for an existing SRM Client

If all Data Collection jobs start failing for an existing SRM Client, check the following:

Verify that the SRM Client computer is operating, and that the SRM Agent software is operating
Verify network connectivity between the SRM Client and Server

If the client has become permanently unavailable (e.g., due to hardware failure), you need to release the client's license(s), thereby letting the SRM Server know that the client no longer exists, since it was not properly uninstalled. For directions, see Uninstalling Components.

Exchange Data Collection job fails

If an Exchange Agent Data Collection job fails unexpectedly, check the following:

For Discovery Level Data Collection jobs:

Are the SRM Services running on the Client?

For Analysis Level Data Collection jobs:

Are the SRM Services running on the Client?
Are the Exchange Services running?
Are the Exchange Stores mounted on the Exchange Server?
Are the Exchange Credentials correct?
Is the User account valid and accessible?
Is the Mailbox associated with the profile valid and accessible?
Was the domain controller inaccessible at any time during the Data Collection?

Not all Exchange Mailboxes are reported

If some of the Mailboxes on the Exchange Server are being reported, but not all, verify on the Exchange Server that all Mailbox Stores are mounted.
When a Mailbox has been moved between Stores, Directory Services will not be updated with this information for a few minutes. Only after Directory Services has been updated, will the next Data Collection reflect the change, such that reports will correctly show the Mailbox in the Store to which it was moved.
Additionally, note that it is possible for an Exchange user to have been deleted, without all their Mailbox attributes being removed. This is an extremely rare situation, which should never occur if Exchange Users are deleted properly. Under such circumstances, the SRM Exchange Agent would not know the user no longer exists, and thus mark this as a failure to open the Mailbox, producing an Event Message indicating that not all Exchange Mailboxes were reported. Check the ExchangeAgent.log file for either of these error messages:
- "MAPI Initialization Failure"
- "0x8004005"
If you find either of these in the log file, you may have Exchange Users that were not properly deleted. Make a note of the users associated with these error messages in the log, and perform the following procedure on the Exchange Server, only if you determine these are Users that should have been deleted.
To correct this problem on the Exchange Server, perform the following procedure:

On the Exchange Server, open Active Directory Users and Computers

Right-click the user whose Mailbox attributes you want to remove

Select Exchange Tasks

Remove Exchange Attributes

Not all Exchange Objects are reported

If some of the objects on the Exchange Server, such as Stores, Storage Groups, Mailboxes, etc., are not being reported, verify that Active Directory replication has been completed after all new Storage Groups were created.

When you create new objects on the Exchange Server, the SRM Exchange Agent will not collect information about them until Active Directory replication has been completed on the Exchange Server.

The same will hold true for deleted objects -- their reported status will not be updated by the SRM Exchange Agent until Active Directory replication has been completed on the Exchange Server, at which time the SRM Exchange Agent will mark them as deleted.

NAS Data Collection Fails

If NAS data collection fails, check the following:

Verify that the NAS proxy Agent computer is reachable from the SRM Server.
Ensure that the NAS filer credentials are correct:
- NAS File Server Login, Password and SNMP Community Name.
- SNMP is enabled in the filer.
- Either CIFS or NFS must be enabled in the filer.
- HostName supplied in NAS Filer Credentials dialog box must be resolvable by DNS. For more information, see Add NAS Filer.
- For NetApp only, NetBIOS name supplied in Add NAS Filer credentials must be resolvable by WINS.

NAS Volume or Share Details not Collected

Some of a NAS Volume Details (Used Space, Free Space) are not collected

If a NAS volume is not shared at root level and there are no shares for this volume without quota restriction, the Volume Details cannot be collected, and the associated reports will show values of "0". You must either share the volume at the root level, or have at least one share on the volume for which there is no quote restriction.

NAS Shares Details are not collected for NFS Exports

The NAS proxy Agent computer must have at least Read Only access to the NFS Exports at the volume level, or shares details cannot be collected.
Verify the NFS Credentials have been correctly entered in the Add NAS Filer dialog box. For more information, see Add NAS Filer.

NAS Shares Details are not collected for CIFS Shares

Verify the CIFS Credentials have been correctly entered in the Add NAS Filer dialog box. For more information, see Add NAS Filer.

Not all File Systems are reported

If some file systems on a computer are being reported, but not all, verify on that particular computer that all logical partitions are mounted. File Systems residing on logical partitions that are not mounted are not reported by a SRM File System Agent.

Oracle Data Collection job fails or stops responding

If an Oracle data collection job fails or stops responding, check the following:

Ensure that Oracle Databases are in OPEN status before running a Data Collection job.
Ensure that the Oracle Databases are running properly, and that there are no database-related memory issues. After resolving the problem, manually kill the unresponsive Data Collection job and rerun it.
Ensure that the shared_pool_size parameter in the init<SID>.ora file is set to the maximum valid value so that SQL queries can run successfully for Data Collection.
Ensure that the Oracle Database version is supported by the SRM Oracle Agent. For a list of supported Oracle Database versions, see System Requirements - SRM Oracle Agent.

Solaris Data Collection for NFS data hangs

Solaris data collection for NFS data hangs whenever the NFS server is down or not accessible. To prevent this problem, do the following:

Ensure that the NFS client specifies the soft option when mounting NFS shares.
Increase the values for the retrans and timeo options.

SQL Server Data Collection Fails

If SQL Server data collection fails, check the following:

Verify that the SQL Server Instance services are running.
Verify that the SQL Server Instance is spelled correctly.

If the SQL Instance spelling is incorrect, the instance must be removed then added with the proper spelling.

For more information on adding a SQL Server Instance, see Add/Edit a SQL Server Instance.

Verify that the credentials provided for the SQL Server Instance are correct. For more information on editing an existing SQL Server Instance Credentials, see Add/Edit a SQL Server Instance.

These verifications apply for both types of data collections.

SRM Data Collection restart fails on Windows 2000 Server

An SRM Data Collection job fails to restart after going in suspended mode due to failed to connect WMI on Windows 2000 Server. Make sure WMI services are up and running. You will also need a patch from Microsoft to fix the issue, for more information, please refer to http://support.microsoft.com/kb/884578/en-us.

SRM Unix client summary does not update after files are deleted

In case of integrated agent, job results folder is backed as part of a backup job. When SRM is enabled and a job is run on the default subclient or user defined subclient, subclient level charts considers this job results folder files in calculating the file distribution charts for this subclient.

Backing up of job results folder as part of a backup job can be disabled using the sSkipSubclientFilesBackup registry key thereby allowing consistent consistent results for the subclient level charts.