Troubleshooting - 1-Touch for Windows

Deployment Configuration Recovery Troubleshooting FAQ

The following section provides information on some of the troubleshooting scenarios related to 1-Touch Recovery:

Symptom/Error

Solution
A full system restore of a Microsoft Windows 2008 Server requires the administrator to provide the product license key. This message will appear on the Windows login screen after a full system recovery from a backup that contained an activated product key:

An unauthorized change was made to Windows. You must retype your Windows Server Product Key to activate the license.

 Provide the activated product key again in order to log in to the recovered client.

 
When you attempt to integrate a service pack into a Windows Distribution folder for a processor type, X64, IA64, etc. that does not match the version of the 1-Touch Server, the following message will appear:

update.exe is valid, but is for a machine type other than the current machine
  1. Copy the Windows folder, CD-ROM or DVD to a directory.

    For example, from the Windows CD-ROM, copy *.* C:\winXP.

  2. Download, copy and extract the Windows Service Pack executable to the same directory.

    For example: copy xpsp2.exe c:\winXPSP2 c:\winXPSP2\xpsp2.exe /u /x:C:\winXPSP2.

    This will extract the i386 folder into C:\winXPSP2

  3. Update/integrate the Windows Directory with the Service Pack.

    For example: cd winXPSP2\UPDATES c:\winXPSP2\UPDATES\update.exe /s:C:\winXP

    The slipstreamed service pack distribution can now be imported to the 1-Touch Server using the Windows Distribution.
For Windows 2000, the system state restore fails.

If Hotfix KB828741 is in the backup, it must be applied to the target. Slipstream this fix into the Windows 2000 Distribution folder.

Refer to KB828741 or Microsoft Security Bulletin MS04-012, "Cumulative Update for Microsoft RPC/DCOM (828741)" at http://www.microsoft.com/technet/security/bulletin/ms04-012.mspx.
Failure during Windows Server 2003 Cluster Recovery When the cluster disks are repartitioned, a failure message may appear because the disk GUIDs for the quorum have been changed.
  1. View the System Event Log.
  2. If you see Event ID 1034 in the System Event Log, refer to the KB 305793 and KB 280425 in the Microsoft Knowledge Base articles on http://support.microsoft.com/.
Windows Installation Fails for Systems using HP OEM NIC

For Systems using the HP OEM NIC, when boot the client using the 1-Touch Live CD, a pop-up will indicate that the network interface cards found in the computer are different from those found at backup time. This error message appears, if the backup has captured the team virtual MAC address that was set by teaming. It is a software-generated MAC address and not an actual address.

  1. Verify or provide the correct MAC address to the NICs found in the computer. This will update the Windows unattend.txt file. Copy the updated %1-Touch Server%\ClientFiles\%ClientName%\unattend.txt file to the %1-Touch Server%\ClientFiles\%ClientName%\$OEM$\OnetouchTmp folder.
  2. Perform the Online Restore.
During the mini setup stage the following error message appears:

Windows could not complete the installation. To install Windows on this computer, restart the installation.
  1. Open Command Prompt
  2. Navigate to %systemdrive%\Windows\Panther.
  3. Open diagerr.xml file.
  4. Ensure that the diagerr.xml file displays the following error message:
  5. EnableLocalUserAccount: Unable to enable local account [Administrator]; status = 0x8c5
  6. Perform the administrator backup of the client.

    The mini-setup fails during the offline restore because only the administrator can run the mini-setup.

  1. Perform the offline restore.
During the installation of Windows 2003, the following error appears:

Error loading operating system.

 Update the BIOS of the target computer 

OR

  1. Start the Windows Distribution Manager on the 1-Touch Server.
  2. Apply the following Microsoft Hotfix:

    WindowsServer2003-KB931761-x86-ENU.exe
Windows Management Instrumentation (WMI) Service are not recovered after an Interactive or Non-interactive restore. The WMI services cannot be restored using the Interactive or Non-interactive restore method if the VSS is not enabled before performing the system state backup. For more information about enabling VSS for system state backup, refer to Configuring System State Backups.

To restore WMI services, browse the default subclient and select WMI from the System State. For more information about Browse and Restore method, refer to Getting Started - Windows File System Restore.
Interactive Restore fails if you manually reboot the client after the Calypso install. After the Calypso install, the client IP address is added to the CommServe database and when you initiate the Interactive Restore with the same IP address and hostname, the restore fails. Follow the steps given below before starting the interactive restore:
  1. From the CommCell Browser, navigate to Client Computers.
  2. Identify and right-click the client and select All Tasks | Release License.
  3. Right-click the client and select All Tasks | Delete.
  4. Start the Interactive Restore.
When you performing an online restore for a client that has Calypso 8.0 version, you may get the following error:

Qlogin: Error 9x103: Invalid Login/Password. Logon Failed.

 When you are recovering the 8.0 client, you must provide the CommCell Console username and password in the answer file. The single signon feature is not available for 8.0 clients and the user account credentials of the domain cannot be used during the Online Restore. Follow the steps given below to avoid this error:
  1. Before starting the recovery of an 8.0 client, create a CommCell user account with an administrative privileges.
  2. From the 1-Touch Server, create an answer file for the client and enter the CommCell username and password.
  3. Perform the Online Restore using the modified answer file.
During the Offline Restore the CommCell Console displays the following message:

Please check the Windows Server service. Windows share permissions will not be backed up or restored. [[2114] The Server service is not started.

 This message appears because Windows in not running on the target computer. The Share permissions will be restored automatically during the Offline Restore. You can ignore this error message.
Distributed Component Object Model (DCOM) component appears disabled after the 1-Touch restore of the client computer. Run the following command from the command prompt on the client computer after 1-Touch restore is complete:

%windir%\system32\msdtc.exe –resetLog
Microsoft Distributed Transaction Coordinator (DTC) Service does not start after 1-Touch Recovery. Follow the steps given below to restart the Microsoft Distributed Transaction Coordinator (DTC) Service:
  1. Navigate to the following folder:

    %SystemRoot%\System32\Dtclog

    If the Dtclog folder does not exist, create the folder.

  2. Check if a Msdtc.log file exists and ename it to Msdtc.old.
  3. Create a new Msdtc.log file using Notepad and save it at the following location:

    %SystemRoot%\System32\Dtclog

  4. Open the command prompt and enter the following command:

    msdtc -resetlog
1-Touch Client does not reboot automatically after the full system restore. If the client computer has 2 disks, the disk drive numbers may not correspond as expected during the full system restore. As a result, the system disk will be restored as a second disk and client computer fails to reboot. For more information about issues in disk enumeration, refer to http://support.microsoft.com/kb/937251.

Change the order of the disks from the BIOS Settings after the restore completes.

Full System Restore goes to pending state during 1-Touch Recovery of Windows XP SP2. If the 1-Touch client has Windows XP Service Pack 2 (SP2) installed on it, Windows Firewall is turned on by default. A full iDataAgent Restore job will go to a pending state if the client firewall is turned on.

When the job state goes to pending perform the following:

  1. On the command line, type CTRL+C and press Enter.
  2. Turn off the firewall on the client.
  3. Resume the job from the CommCell Console.

The restore operation will recover the firewall settings from the backup data.

You can view the firewall settings on the client computer:

  1. Click Start and then click Control Panel.
  2. In the Control Panel, click Windows Security Center and then click Windows Firewall.
Windows File System iDataAgent install fails during the Online Restore The Online Restore process installs the Windows File System iDataAgent software in silent mode, and a silent mode install of this iDataAgent supports only the defined default port numbers.

If the Windows File System iDataAgent  software was installed on the client using port numbers other than the default port numbers (8400, 8402), the silent install of this iDataAgent may fail.

If this occurs, install the Windows File System iDataAgent software and run fullida.bat on the client to continue with the recovery. The fullida.bat is located in C:\onetouchtemp\ folder on the client computer.
While creating Live CD, you may get following error:

Could not contact server, AttachPreInstall failed.

 This error appears because the network card without an IP has got more priority in the 1-Touch server. Follow the steps given below to change the priority of the NIC card:
  1. Click Start | Run.
  2. Type ncpa.cpl and then click OK.

    You can see the available connections in the LAN and High-Speed Internet section of the Network Connections window.

  3. On the Advanced menu, click Advanced Settings, and then click the Adapters and Bindings tab.
  4. In the Connections area, select the connection that you want to move higher in the list.
  5. Use the arrow buttons to move the connection.
1-Touch Restore Fails with the following Error:

Windows returned no error string for error 8004240f

 You will get this error when a new partition cannot be created on the unused space on a disk. Ensure that the specified partition size is smaller than the current partition size. You can manually decrease the size during disk creation by selecting the Dissimilar Disk Mapping option.

For more information refer to following links: