Overview

The vmPRO troubleshooting methodologies provide Service/Support with a step-by-step approach to identifying root cause and resolution to issues without requiring the individual to become an expert in a particular nmPRO  function. Methodologies lead you through  the basic troubleshooting process of Investigation, Analysis, and Implementation as you learned about in the Troubleshooting Theory and Strategy topic.

The structure for vmPRO methodologies can include content for the following:

• Main page that includes this information (View a Template for the Main Page of a Methodology page that you can copy)
  • Overview describing purpose of the methodology
  • SR Info is the information typically seen in an SR for a specific area
  • Product and vmPRO software version that the problem is related to
  • Problem Description
• Installation Issues one page – log examples on separate page
• Configuration Issues on one page – log examples on separate page
• Operational Issues on one page – log examples on separate page
• Separate scenarios on their own pages including log output examples

Current Methodologies

 General Topics

• Understanding Alerts, Autosupport Reports, and Support Logs
• Accessing Customer Reports Provided by vmPRO Reporting
• vmPRO Troubleshooting Tools and Resources
• Troubleshooting vmPRO Restore Errors
• vmPRO SmartMotion Backup Hangs with NDX as Target Storage
• Identifying the vmPRO Software Version
• Collecting vmPRO Logs from the Command Line
• Managing vmPRO Cores on the Mosaic Support Site
• Load Balancing for vmPRO
• Export vmPRO Configuration DB Using a perl Script
• vmPRO GRUB Boot Process
• TCPdump Tool
• Mosaic Web Site Resources
• Using the smartcp Command
• Using the Linux DD Command
• Access the vmPRO Console without vCenter Access
• Understanding the vmPRO Registry
• Tracing vmPRO Controller Commands

Support Topics

• Error Message: "File [ ] /.....vmdk was not found" When Booting vmPRO 
• vCenter Appliance Connectivity Issue Caused by Database Connection Limit 
• NetWorker Hangs When Backing Up Large VMs With Heavy I/O Loads 
• VSS Agent Installation Failed: QuantumVSS.exe not found on virtual machine (Q-1056)
• Managing CBT Resets 
• Virtual Machine Backup Stuck in "Queued" State
• SmartMotion Backup Fails with "Permission Denied" Error: race condition between vmPRO internal processes
• Quiesced Snapshot Backup of VSS-Enabled Virtual Machine Fails
• CBT Backup Fails Due to changid Mismatch
• SmartMotion Failed and Alert Says "No such file or directory."
• SmartMotion Backups hang for a long period of time
• Unexpected full backup of VM(s) exported with CBT enabled

Do you have an idea for a new methodology? Go to the Ideas for New Methodologies page and tell us about it.