CommCells - Troubleshoot

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Cell Registration

How do I register a Cell which is already registered in another CommNet Server

I have registered my Cell(s) and I do not see any data on my reports and summaries

Problem when registering an older QSMCell version with the most recent version of CommNet Server

The CommCell Cannot be Registered with the CommNet Server

Cell Updates

The Cell is Not Reachable

Some of the Cells do not Get Updated at the Specified Hour

Remote Administration

Cannot open the CommCell Console using the Remote Administration option in the CommNet Browser

Cannot open the CommNet Browser Remotely

How do I register a Cell which is already registered in another CommNet Server

Required Capability: See Capabilities and Permitted Actions

Register the Cell in the new CommNet Server, as described in Register a Cell.
When you click OK in the Register CommCell/QSMCell dialog box, a Confirm prompt will appear, asking you to confirm whether you wish to switch the Cell.
Click OK. The newly registered Cell is displayed in the Cell Registration dialog box.

The license associated with the Cell will not be automatically released in the previous CommNet Server. To release the license, unregister the Cell from the previous CommNet Server as described in Remove a Registered Cell.
A CommCell that is registered to another CommNet Server, that has defined cost categories and completed data protection operations, will retain all cost categories and charges for completed data protection operations in the new CommNet Server.

I have registered my Cell(s) and I do not see any data on my reports and summaries

You have not run any jobs in within the Cell

For a CommCell, run the appropriate data protection and data recovery operation. For a QSMCell, you can run either Discovery level Data Collection Jobs or Analysis level Data Collection Jobs. A Discovery level Data Collection Job is usually sufficient to show data on the appropriate report or summary. For viewing actual NAS share usage, run an Analysis level Data Collection Job.
Synchronize the Cell(s) with the CommNet Server, as described in Synchronize Cells.

Once the Cells are synchronized with the CommNet Server, the data from the jobs should be visible in the appropriate reports and summaries.

Problem when registering an older QSMCell version with the most recent version of CommNet Server

Required Capability: See Capabilities and Permitted Actions

When registering an older version of a QSMCell with a more recent version of CommNet Server, you may get this error message:

"Could not Open DLL [QSMQNetClientLib.dll] necessary to communicate with QSMCell"
Install the Microsoft Visual C++ 2005 Redistributable Package on the CommNet Server prior to registration. The package is available in the appropriate folder for each platform as follows:

32-bit: DISC2\INTEL32\Bin\VS2005Redist\vcredist_x86.exe
X64: DISC2\AMD64\Bin\VS2005Redist\vcredist_x64.exe
Register the QSMCell in the CommNet Server, as described in Register a Cell.

Note that Visual C++ 2005 Redistributable Package can co-exist with other versions (e.g., 2008) of this software.

The CommCell Cannot be Registered with the CommNet Server

Required Capability: See Capabilities and Permitted Actions

The CommCell is configured with both IPV4 and IPV6 using the computer name

When registering a CommCell that is configured with both IPV4 and IPV6 using the computer name, it may cause the incorrect IP address to be utilized for registration because of the sequence of the computer name/IP entry in the Domain Name System (DNS). To remedy this, use a specific IP address for the specific IP configuration (rather than the name resolution in the DNS).

The Cell is Not Reachable

The latest Service Pack may not be installed on the CommServe computer

If necessary, install the latest Service Pack on the CommServe computer.

Synchronize the CommCell as described in Synchronize Cells.

Necessary Services may not be running on the CommServe or QSM Server computer

The services used are described in CommNet Services.

For a CommServe computer, check the Bull Calypso Client Event Manager Service and if necessary restart the service. (For information on starting this service, see the CommServe documentation.)

For a QSM Server, launch Service Control Manager and verify that services are running; if necessary, restart QSM Services.

If necessary, synchronize the Cell(s) as described in Synchronize Cells.

If both these solutions do not resolve the problem, check the log files to see if you can identify the problem from the errors logged in these files.
If the Cell continues to be unreachable after the above troubleshooting, contact your software provider.

Some of the Cells do not Get Updated at the Specified Hour

A different Data Collection time may be setup for the Cell

Automatic updates from a Cell are based on the time established for the Cell in the Cell Data Collection Policy. Check the Data Collection Policy dialog box to verify the data collection periods established for the Cell. To update the information from the Cell(s) immediately, see Synchronize Cells.

CommCell Update time is based on the time in the CommCell computer

The CommCell update time is based on the CommCell's time. If the time in the CommCell computer is not exactly the same as the CommNet Server, the update process may take place before or after the general update time setup for the other computers.

The QSM Server update time is based on the data collection time of the QSM Server computer

If the CommNet Server synchronizes with a QSMCell that has not run data collection since the last time that Cell was synchronized, the CommNet Server may not be updated with new information from the QSMCell. Try setting the data collection policy to coincide with the QSM data collection schedule.

Cannot open the CommCell Console using the Remote Administration option in the CommNet Browser

The Remote Administration option in the CommNet Browser opens the CommCell Console as a Remote Web-Based Application.

The following components are required to open the CommCell Console remotely:

Internet Information Service (IIS) must be installed on the CommServe computer.
Galaxy web control must be enabled.
The SGalaxyAlias registry key, which is required for Galaxy web alias, must be available.

If one or more of these components are not available, use the following procedure to access the CommCell Console from the CommNet Browser:

Unregister the CommCell as described in Remove a Registered Cell.
Perform one or more of the following:
- Install IIS, if it is not available .
- Enable Galaxy web control by running the InstallGalaxyWeb.exe utility. This tool/utility is included in the Resource Pack available in Maintenance Advantage Web site. Download the latest version before using the tool/utility.
- Create the following registry key:
  HKEY_LOCAL_MACHINE\SOFTWARE\CommVault Systems\ Galaxy\Platform Information\<MachineName>\CommServe
  Create the following entry as a String value: SGalaxyAlias
  Assign the following value: /galaxy
Register the CommCell as described in Register a Cell.

The CommCell does not have the correct URL, or a URL does not exist

Change the URL of the CommCell Cell by following the procedure Change the URL for Launching the CommCell Console for Remote Administration or contact your software administrator.

Your version of Internet Explorer blocks pop-ups

Make sure that your version of Internet Explorer does not block pop-ups.

You don't have the latest service packs installed

Make sure you have the latest service packs installed for the CommServe you are trying to launch.

Cannot open the CommNet Browser Remotely

You are not using the correct version of JRE (Java Run Time Environment)

Make sure that the appropriate version of JRE is installed on the computer. Verify that you have the correct version from the Add or Remove Programs window on your computer. Also, make sure that you do not have multiple versions of the JRE software on your computer. If you need to install JRE, make sure that you have the proper administrative rights on the computer you are using to install the JRE.

The CommNet Server does not have the correct URL, or a URL does not exist

Change the URL of the CommNet Server by following the procedure Change the URL Used for Launching the CommNet Browser as an Applet or contact your software administrator.

You do not have a valid user name and password to open the CommNet Browser

Contact your software administrator.

The CommNet Browser is not installed on the CommNet Server

The CommNet Browser must be installed on the CommNet Server. If the CommNet Browser is installed after the CommNet Server is installed, you must manually create a web alias for the CommNet Server. This can be done by creating a virtual directory pointing to the browser location on the CommNet Server.

Your version of Internet Explorer does not allow you to launch the Java applet

Try using a different version of Internet Explorer or use another computer to launch the Java applet.

You installed the CommNet Server on a virtual server and configured IIS for web administration, but the CommNet Browser Applet will not start

This applies to Windows Server 2003 cluster installations of the CommNet Server only. In this case, some IIS properties need to be modified in the Windows Internet Information Service Manager.

Open the Windows Internet Information Service Manager and select the virtual directory created during installation of the CommNet Server (i.e., the web alias you entered when configuring the CommNet Server for web administration).
Open the properties of the virtual directory and from the Directory tab, set the application in the Application field to CommNet. Also, set Execute Permissions to Scripts Only.
From the Web Services Extensions node, the Active Server Pages status should be set to Allowed.

This will enable the CommNet Browser to be launched as an applet from the virtual server.