Troubleshooting

This topic includes resolutions to possible errors.
The following table lists the common issues, which you may encounter while running the scripts, and their probable resolutions.
When the automated disaster recovery script execution is completed, it returns zero when the script execution succeeds, or 1 (non-zero value) when the script execution fails. However, in certain cases, when the script execution fails, it returns a non-zero value instead of 1.
Issue
Probable Cause and Resolution
CCS installation script may fail due to configuration issues on the new Application Server and/or CCS Manager systems
  • Cause
    : CCS prerequisites may not have been met.
    Resolution
    : Ensure that you complete all the applicable CCS prerequisites that are mentioned in the Plan the Deployment section.
  • Cause
    : There might be a pending reboot on the server due to maintenance activity or any service, software, or patch installation.
    Resolution
    : Reboot the server.
  • Cause
    : Service User accounts configured in the SecureConfig.enc file may not be available on the server.
    Resolution
    : Add the Service User accounts to the local administrator's group on the server.
Authentication failure may occur for a database user while creating CCS databases.
Cause
: The user may not have a login on the SQL Server configured for the CCS installation.
Resolution
: Create a new login for the user on the SQL server and assign an appropriate role.
Ansible script execution may fail due to one of the following reasons:
  • All the required parameters are not configured in the secureConfig.inc file.
  • A wrong host is selected in the /etc/ansible/hosts file.
  • An Ansible command does not contain the mandatory parameters.
  • The target machine is not accessible from the Ansible host.
Follow the information in the error message to understand the root cause of the error and resolve it.
If the site was renamed on the 12.5.1 setup that was backed up, and after restoring data from version 12.5.1 to version 12.6.0, the Fetch Registered Agents jobs fail with error messages.
Cause
: Though the site gets renamed, the site URI still contains the earlier display name value, which causes the Fetch Registered Agents jobs to fail.
Resolution
:To work around this issue, on the restored CCS setup, update the site URI that is stored in ADAM. To do so, do the following: In the ADAM database, go to CN=Sites, CN=Asset Management, CN=BusinessObjects, O=Symantec. Go to the site and locate the attribute, symc-csm-AssetSystem-Asset-Infra-Site-ConfigItemURI. Update the attribute with the new site name. For example, symc-csm-AssetSystem-Asset-Infra-Site-ConfigItemURI=http://www.company.com/CSM/Components/Sites/<NewSiteName>?Version=1.0.0.0.
If sites and CCS Managers in the backed-up setup are not registered, and after restoring data from version 12.5.1 to version 12.6.0, when you register a new CCS agent with a registered Manager, and then run the Fetch Registered Agents job, the job fails with the error message, "Object reference not set to an instance of an object. : System.NullReferenceException".
To work around this issue, edit the Fetch Registered Agents job and select only a specific site or manager, and then run the job.
In some cases, the automated disaster recovery script fails with a return code other than one.
Consider the non-zero return error code as the script execution failure.