RestoreRex™ Offsite Backup
Technical FAQ
 
  Table of Contents  
  1. General    
    1.1 Can you briefly explain the idea of how the Online Backup Software works?    
  2. RestoreRex™ Online Backup Manager (OBM) / A-Click Backup (ACB).    
    2.1 What is the recommended bandwidth?    
    2.2 How do I run OBM with Microsoft ISA 2004?    
    2.3 How do I install OBM on FreeBSD?    
    2.4 How do I install OBM on SCO Unix?    
    2.5 How do I install OBM on AIX?    
    2.6 The Windows version of OBM installer hangs, what could be the problem?    
    2.7 The Installer doesn’t seem to work. How can I manually install OBM on Windows?    
    2.8 The Installer doesn’t seem to work. How can I manually install OBM on Mac?    
    2.9 Error occurred when Installing OBM on Novell Netware    
    2.10 Are there any command line tools for OBM?    
    2.11 How does OBM detect changes in files? Does it use the Archive bit?
Some tape backup software resets the Archive bit.
Would this affect OBM when backing up the same data?
   
    2.12 Does OBM copy the same set of files regularly?    
    2.13 Transfer Block Size is 128Kb by default. Is there a reason for this?    
    2.14 How can I backup a huge data set over the Internet?    
    2.15 What is the best way to restore a huge data set?    
    2.16 Does In-File Delta backup require a temporary working directory?    
    2.17 What is the average compression ratio?    
    2.18 Can I change my encrypting key?    
    2.19 If the “Use Login Password as Encrypting Key” option was selected when creating the backup set.
Why I cannot restore the backup data with my most current login password?
   
    2.20 What kind of encryption used by OBM?    
    2.21 When select the backup option “local hard drive” to backup to external hard drive, it fails in the
middle of the process, why?
   
    2.22 Scheduled backup jobs are not running on my Windows machine, why?    
    2.23 I am having problems with my scheduled backup, why?    
    2.24 I cannot get proxy authentication to work with OBM, why?    
    2.25 Can I backup an entire Operating System?    
    2.26 When setting up a Microsoft SQL Backup Set, I cannot list the available SQL servers, what can
I do?
   
    2.27 Why are the Microsoft SQL Server databases missing from the backup source list?    
    2.28 How to set the recovery model of a MS SQL database to FULL?    
    2.29 Windows network map drive connections are not stable, why?    
    2.30 There is an error when backing up files on a remote NetWare server, what can I do?    
    2.31 What are the advantages and disadvantages of backing up multiple computers using a single
backup account?
   
    2.32 How to find out which version of the client software the user is using?    
    2.33 Does the OBM upgrade the installation of Java on a client machine, or does it install a separate
copy for its own use?
   
    2.34 After upgrading OBS, do I have to upgrade all the OBM as well? And do I need to
transform/migrate their current data?
   
    2.35 Is it possible to do incremental or differential backups with MySQL?    
    2.36 How does the “Remove retention files for overlap policy” under Advanced Retention Policy
work?
   
    2.37 What is incremental backup and how does In-File Delta work?    
    2.38 How does the “Auto” block size work under In-file Delta settings?    
    2.39 What happens when we do In-File Delta backup on a directory?    
    2.40 Does OBM have to stop the application when doing online backups?    
    2.41 What are Off-line backup, Logout backup reminder and Local backup features?    
    2.42 Why is my OBM running backup once every hour?    
    2.43 How do I disable “logout backup reminder”?    
    2.44 How do I upgrade OBM from V4.5 on Linux?    
    2.45 How do I change the .obm path for Novell Netware?    
    2.46 The MS SQL or MS Exchange database backup job stores 2 copies of the spooled database file
in the "temporary directory" (tagged with different datetimes). This has taken up extra disk
space, is this necessary?
   
    2.47 What do I have to do in order to backup open files?    
    2.48 How does Volume Shadow Copy work?    
    2.49 In Windows, when OBM is creating Shadow Copy Set, it gets the “[ERROR]
E_UNEXPECTED” error, what can I do?
   
    2.50 How to backup Oracle 7.2.4 on NetWare?    
    2.51 How do I backup NTFS permission?    
    2.52 How do I restore NTFS permission?    
    2.53 How do I backup file permission in Linux?    
    2.54 How do I restore file permission in Linux?    
    2.55 How do I remove OBM completely from my Windows machine?    
    2.56 Does OBM work with dial-up connections?    
    2.57 The OBM crashes when opening [Backup Source] of a Lotus Domino/Notes backup set, what
can I do?
   
    2.58 How do I restore a machine from my SystemState backup?    
  3. Common Error Messages    
    3.1 "Internal Error no. 1011" on the OBS Management Console    
    3.2 "Activate Product Key Error"    
    3.3 "Unable to send email Server=x.x.x.x", "Error sending alert email!!"    
    3.4 "Quota Exceeded"    
    3.5 "Access is denied"    
    3.6 "Checksum incorrect" / "Uploaded file size incorrect"    
    3.7 "File 'obm-delta.tmp' does not exist on server" / "File
'obm-chksum.tmp' does not exist on server"
   
    3.8 "Error getting report from all available IP addresses"    
    3.9 "C:\xxx\yyy\zzz.txt has been removed already"    
    3.10 "The process cannot access the file because another process has
locked a portion of the file"
   
    3.11 "The process cannot access the file because it is being used by
another process"
   
    3.12 "Premature end of input"    
    3.13 "Invalid XML Character" / "XML document structures must start
and end within the same entity"
   
    3.14 "Incorrect Function"    
    3.15 "HTTP/1.1 502 Proxy Error"    
    3.16 " [Microsoft][ODBC SQL Server Driver][SQL Server]The statement
BACKUP LOG is not allowed while the recovery model is SIMPLE"
   
    3.17 "CExBackup::backupService:HrESEBackupSetup: Error Number
0xc800020e: An incremental backup cannot be performed when
circular logging is enabled"
   
    3.18 "CExBackup::backupStorageGroup:HrESEBackupTruncateLogs:
Error Number 0xc7ff1004: (null) "
   
    3.19 "CExBackup::backupStorageGroupLog:HrESEBackupGetLogAnd
PatchFiles: Error Number 0xc8000232: Some log or patch files are
missing"
   
    3.20 "CExBackup::backupFile:WriteFile: Error Number 0x6: The handle
is invalid"
   
    3.21 "Path ‘C:\Temp\MSSQLServer\1137040769567’ does not exist"    
    3.22 "Expect log sequence 'xxx' but found 'SERVERNAME\Microsoft
Information Store\First Storage Group\E000xxx.log'"
   
    3.23 "The last backup jobs of *.stm (2006-10-30-13-40-21) and *.edb
(2006-11-04-03-05-00) don’t match for database 'ServerX\Microsoft
Information Store\First Storage Group\Mailbox Store (ServerX)'"
   
    3.24 "No *.stm found for database 'ServerX\Microsoft Information
Store\First Storage Group\Mailbox Store (ServerX)'"
   
    3.25 Exception in thread "main" java.lang.UnsatisfiedLinkError:
/usr/local/obm/jvm/lib/i386/libawt.so: libXp.so.6: cannot open
shared object file: No such file or directory…
   
           
  *** End of FAQ ***    
           
           
           
           
 
 
  1. General    
 
1.1
  Can you briefly explain the idea of how the Online Backup Software works?  
        RestoreRex™ is a client application with essential file backup functionalities and an intuitive
user-interface targeting for simple end-users. It allows users to upload selected files to the
Backup server and runs scheduled backup jobs.
 
      Back to TOC  
 
 
  2. RestoreRex™ Online Backup Manager (OBM) / A-Click Backup (ACB).  
 
2.1.
  What is the recommended bandwidth?  
        It really depends on what kind of data to be backed up, e.g. for personal file backups, the
daily data transfer should be limited, while MS Exchange backup could be significant. You
may want to use the following white paper as a reference:
 
          Offsite Backup Speed Reference  
      Back to TOC  
   
 
2.2.
  How do I run OBM with Microsoft ISA 2004?  
        To connect OBM to OBS through Microsoft ISA Server, please do the following to enable [Web
Proxy] service on the ISA Server:
 
        1.   Open [Start] -> [Programs] -> [Microsoft ISA Server] -> [ISA Server Management]  
        2.   On the left panel, select [Microsoft Internet Security and Acceleration Server] ->
[SERVER] -> [Configuration] -> [Networks]
 
        3.   On the top menu, select [Action] -> [New] -> [Network]. Enter a “Network Name”
(e.g. Internal) and define the IP address range for your internal network
(e.g. 192.168.1.0 - 192.168.1.255)
 
        4.   Double click the new network that should now be added to on the bottom panel  
        5.   Select the [Web Proxy] tab  
        6.   Check both [Enable Web Proxy clients] and [Enable HTTP] checkboxes and choose a
[HTTP port] for the web proxy service
 
        7.   (Optional) Press the [Authentication] button, check the [Basic] checkbox and the
[Require all users to authenticate] checkboxes if you want to enable and enforce
proxy authentication
 
        8.   Press the [OK] button to make the changes and press the [Apply] button to apply the
changes
 
        9.   Open [Online Backup Manager] from the system tray and press the [Options] button  
        10.   In the [Proxy Seting] section, select the [Proxy] radio button  
        11.   Enter the hostname/IP address of the ISA server in the [Proxy Address] text field and
the TCP port for web proxy service on your ISA Server in the [Port] text field
 
        12.   Press the [OK] button to connect to the server  
        If you run into any problems connecting to the OBS from OBM using ISA Server, please do the
following to check if your request is being blocked:
 
        1. On the left panel of [ISA Server Management], select [Microsoft Internet Security
and Acceleration Server] -> [SERVER] -> [Monitoring]
 
        2. Then select the [Logging] tab that appears on the right panel2. Click the [Edit Filter]
link and create a filter with the following values:
 
          [Log Record Type] equals [Web Proxy Filter]  
          [Destination IP] equals [The IP address of Offsite Backup Server]  
        3. Press the [Start Query] button  
        4. Open [Online Backup Manager] again and try connecting to the OBS using the same
procedure above.
 
        Check if there are any errors generated in the log table.  
      Back to TOC  
   
 
2.3
  How do I install OBM on FreeBSD?  
        You can either run OBM on a Linux version of Sun Java JDK (performance might not be
optimized) or on a FreeBSD native Java SDK.
 
        Please do the following for the Linux version of Sun Java JDK option:  
        1.   Install Linux binary compatible port to the FreeBSD machine  
        2.   Install the Linux version of Sun Java 1.4.2 or above JDK onto the FreeBSD machine  
        3.   Create a symbolic link from $OBM_HOME/jvm to $JAVA_HOME (installed in previous
step)
 
        4.   Run $OBM_HOME/bin/RunBackupSet.sh [BACKUP_SET_NAME] to run your backup  
        5.   Run $OBM_HOME/bin/Scheduler.sh to start the backup scheduler  
        Please do the following for the FreeBSD native Java SDK option:  
        1.   Install Linux binary compatible port to the FreeBSD machine  
        2.   Install the Linux version of Sun Java 1.4.2 or above JDK onto the FreeBSD machine  
        3.   Compile the FreeBSD native Java 1.4.2 SDK using the JDK compiler installed in the
previous step
 
        4.   Install the FreeBSD native Java 1.4.2 SDK onto the FreeBSD machine  
        5.   Create a symbolic link from $OBM_HOME/jvm to $JAVA_HOME (installed in previous
step)
 
        6.   Run $OBM_HOME/bin/RunBackupSet.sh [BACKUP_SET_NAME] to run your backup  
        7.   Run $OBM_HOME/bin/Scheduler.sh to start the backup scheduler  
      Back to TOC  
   
 
2.4
  How do I install OBM on SCO Unix?  
        Please do the followings to install OBM on SCO:  
        1.   Install Java 1.4.x or above onto your SCO Unix box  
        2.   Download obm-linux.tar.gz and expand it to $OBM_HOME (e.g. /usr/local/obm)  
        3.   Delete $OBM_HOME/jvm and create a symbolic link from $OBM_HOME/jvm to the
SCO Unix Java VM
 
        4.   Run $OBM_HOME/bin/BackupManager.sh to setup your backup set (or run
$OBM_HOME/bin/Configurator.sh if you are under command line mode. Then use the
OBS Management Console to setup your backup sources and other settings)
 
        5.   Run $OBM_HOME/bin/RunBackupSet.sh [BACKUP_SET_NAME] to run your backup  
        6.   Run $OBM_HOME/bin/Scheduler.sh to start the backup scheduler  
      Back to TOC  
   
 
2.5
  How do I install OBM on AIX?  
        Please do the followings to install OBM on AIX:  
        1.   Install Java 1.3.x or above (Java 1.4.2 or above recommended) onto your AIX box  
        2.   Download obm-linux.tar.gz and expand it to $OBM_HOME (e.g. /usr/local/obm)  
        3.   Delete $OBM_HOME/jvm and create a symbolic link from $OBM_HOME/jvm to the
AIX Java VM
 
        4.   Run $OBM_HOME/bin/BackupManager.sh to setup your backup set (or run
$OBM_HOME/bin/Configurator.sh if you are under command line mode. Then use the
web interface to setup your backup sources and other settings)
 
        5.   Run $OBM_HOME/bin/RunBackupSet.sh [BACKUP_SET_NAME] to run your backup  
        6.   Run $OBM_HOME/bin/Scheduler.sh to start the backup scheduler  
      Back to TOC  
   
 
2.6
  The Windows version of OBM installer hangs, what could be the problem?  
        There are few things that could create errors during or after executing the installer (this is Windows, after all).  
        1.   Make sure there is enough disk space on the machine.  
        2.   Make sure you do not have any anti virus software or PCanywhere running, as this
may create problems with InstallAnywhere installers.
 
        3.   There are also problems with InstallAnywhere installers and Dell OpenManager. If
OpenManager has installed on the target system, be sure to disable it before
installing OBM.
 
        4.   Hardware could cause errors as well, try set your [hardware acceleration display
setting] to off. There are problems with certain versions of Java running along with
certain video cards.
 
        5.   This may only be a Java problem.  
        Also, if you are transferring this file from one machine to another, please be sure the file size
is valid and you are transferring the file in binary mode.
 
        Java Testing  
        Please try running any of the Swing demos that came with the Java runtime in 1.4.X and see
if it hangs on Windows. In order to fix this problem, some knowledge base on the Internet
suggested updating DirectX to at least DirectX 8.1. Most machines got this problem had
DirectX 7.0 installed. (You can use the “dxdiag” command to find out the directX version)
 
        SUN recommended two workarounds for certain video card issues  
        1.   The following will pass properties to the installer's Virtual Machine:
In Advanced Designer – Project -> Config -> Additional Arguments
set that to "-Dsun.java2d.d3d=false -Dsun.java2d.noddraw=true" without the
quotes.
 
        2.   Set the following lax property in your LaunchAnywhere for your application's JVM:
lax.nl.java.option.additional=-Dsun.java2d.d3d=false -Dsun.java2d.noddraw=true
 
            Add the same line to the uninstaller lax file, using a modify file action in your installer
in post-install.
 
      Back to TOC  
   
 
2.7
  The Installer doesn’t seem to work. How can I manually install OBM
on Windows?
 
        To manually install OBM on Windows, you’ll need to copy and zipping the program directory
(e.g. C:\Program Files\OBM) from another machine with OBM installed. Then do the
followings on the machine you wish to manually install:
 
        1.   Create the directory C:\Program Files\OBM  
        2.   Unzip the OBM program directory archive to C:\Program Files\OBM  
        3.   Run C:\Program Files\OBM\bin\install.bat  
        4.   Run C:\Program Files\OBM\bin\Install-Scheduler.bat  
      Back to TOC  
   
 
2.8
  The Installer doesn’t seem to work. How can I manually install OBM
on Mac?
 
        Try manually installing OBM on your Mac with the following instructions:  
        1.   Create the directory C:\Program Files\OBM  
        2.   Unzip the OBM program directory archive to C:\Program Files\OBM  
        3.   Run C:\Program Files\OBM\bin\install.bat  
        4.   Run C:\Program Files\OBM\bin\Install-Scheduler.bat  
      Back to TOC  
   
 
2.9
  Error occurred when Installing OBM on Novell Netware.  
        Some users would have problems when trying to install OBM on Novell Netware Client
version. (The machine had met all the system requirements: Netware v5.1 and Netware Java
v1.3.1). User could receive the following error message during installation.
 
          Exception in thread "main"
Java.lang.noclass def found error.obm
Java: class obm exited with status 1
 
        Check the following  
        Please check if the OBM_HOME environment variable set in SYS:\OBM\bin\BackupManager.ncf is correct.  
        envset OBM_HOME=SYS:\OBM  
        envset OBM_CLASSPATH=$OBM_HOME\bin;$OBM_HOME\bin\obm.jar;  
          $OBM_HOME\bin\obm-lib.jar  
        envset LIB_PATH=$OBM_HOME\bin  
          java -mx384m -Djava.library.path=$LIB_PATH -cp $OBM_CLASSPATH obm SYS:\OBM  
        Please change the SYS:\OBM environment variable to your installation directory.  
      Back to TOC  
   
2.10 Are there command line tools for OBM?
        Yes, there are scripts in [OBM Program Home]\bin and they are described below:  
        Windows  
          Decrypt.bat: decrypts the specified backup files  
          install.bat: installs the OBM icon to the System Tray and registers the Online Backup
Scheduler as a service
 
          Install-Scheduler.bat: registers the Online Backup Scheduler as a service  
          RegisterVSS.bat: re-registers Microsoft’s Volume Shadow Copy service DLLs  
          Remove-Scheduler.bat: un-registers the Online Backup Scheduler service  
          Restore.bat: restores the specified snapshot of the backup set to the specified
location
 
          RunBackupSet.bat: runs the specified backup set  
          RunOBM.bat: launches the Online Backup Manager user interface  
          Run-Scheduler.bat: starts the Online Backup Scheduler service  
          SeedLoad.bat: runs seed load for the specified backup set to the specified location  
          Uninstall.bat: removes the OBM icon from the System Tray and un-registers the
Online Backup Scheduler service
 
        Linux  
          BackupManager.sh: launches the Online Backup Manager user interface  
          Configurator.sh: configures client parameters such as Backup Server address,
username/password, encrypting key, etc.
 
          Decrypt.sh: decrypts the specified backup files  
          Restore.sh: restores the specified snapshot of the backup set to the specified location  
          RunBackupSet.sh: runs the specified backup set  
          Scheduler.sh: starts the Online Backup Scheduler service  
          SeedLoad.sh: runs seed load for the specified backup set to the specified location  
          StopScheduler.sh: stops the Online Backup Scheduler service  
          *You may have to set some variables in these scripts and more instructions are provided  
        Back to TOC  
   
 
2.11
  How does OBM detect changes in files? Does it use the Archive
bit? Some tape backup software resets the Archive bit. Would this
affect OBM when backing up the same data?
 
        OBM compares timestamps of files on the server with the corresponding copies on client
machine. Archive bit is not used as it does not detect relocated files. Therefore tape backup
would not affect OBM.
 
      Back to TOC  
   
 
2.12
  Does OBM copy the same set of files regularly?  
        After the initial upload, subsequent backup jobs will only transfer the modified or new data to
the Backup server. It depends on the nature of the data, but normally, less than 2% of all
data is modified.
 
      Back to TOC  
   
 
2.13
  Transfer Block Size is 128Kb by default. Is there a reason for this?  
        Backup data is transferred in blocks (instead of file by file) to minimize connection
negotiation roundtrips. It is not the TCP/IP block size. This setting is optimal for the backup
operation.
 
      Back to TOC  
   
 
2.14
  How can I backup a huge data set over the Internet?  
        If you have a lot of data (e.g. 300GB) to backup to the backup server, it would take a
considerable amount of time to perform the first full backup over the Internet. You can try the
following method:
 
        1.   Use the Seed Loading Utility to backup your backup set to a local hard disk (instead
of directly transfer to the backup server)
 
        2.   Send the backup data, using a removable hard disk, to your backup service provider.  
        3.   The administrator can then load all your backup files from your removable hard disk
into your backup account. This could save you days (even weeks) of performing your
first full backup.
 
        In addition, subsequent backups are incremental (only new or updated files will be uploaded
to the server), the amount of data transfer should be relatively small.
 
        Please refer to the User’s Guide for details on the “Seed Loading Utility”.  
      Back to TOC  
   
 
2.15
  What is the best way to restore a huge data set?  
        You can copy the data of the particular backup set on OBS to a removable media, e.g.
external hard disk, and ship it to your client. Your client can then use the “Decypt Files Tool”
in OBM to restore the backup data from the removable media to its original format.
 
      Back to TOC  
   
 
2.16
  Does In-File Delta backup require a temporary working directory?  
        OBM requires a temporary storage for the delta file before it gets sent to the server.
For example:
 
          If you have a 10GB file that has already been backed up to the server and you have
updated 10MB of this file. Then you need to have at least 10MB of free space in the
temporary directory for the delta file.
 
          *Note: Certainly you do not need 10GB of free disk space.  
        Also, if you want to backup 5 x 10GB files in the same situation. You will only need 10MB of
free space (not 5 x 10MB), because each delta file will be automatically deleted right after it
has been backed up.
 
      Back to TOC  
   
 
2.17
  What is the average compression ratio?  
        All backup files are compressed and encrypted before uploading to the Backup Server, the
average compression ratio for text-based file is around 4:1. However, no further
compression can be made on files that are already in compressed format (e.g. JPG, ZIP). In
general, you can assume a 2:1 compression ratio when you are backing up a file set with
variety types.
 
      Back to TOC  
   
 
2.18
  Can I change my encrypting key?  
        The encrypting key cannot be changed once you setup your Backup Set. This is necessary for
the integrity of the Backup Set, making sure that backup data is only encrypted by one key.
Otherwise, you will have problems remember two encrypting keys when you want to restore
your files in the future.
 
        You need to recreate your Backup Set if you really want to change your encrypting key.  
      Back to TOC  
   
 
2.19
  If the “Use Login Password as Encrypting Key” option was
selected when creating the backup set. Why I cannot restore the
backup data with my most current login password?
 
        By selecting the “User Login Password as Encrypting Key” option when creating a backup set,
OBM will set your login password as the encrypting key for the backup set. Once set, even if
you change your login password afterward, the encrypting key will remain as your original
password. In other words, if you have changed your login password, you still need to use the
original password to decrypt and restore the backup set.
 
        Currently, if the encrypting key is forgotten or lost, the backup set can never be restored. It
is not possible to restore without the key.
 
        You can find out the encrypting key from the corresponding OBM, please refer to Encryption Key Screen Shot  
      Back to TOC  
   
 
2.20
  What kind of encryption used by OBM?  
        There are two encryptions being performed by OBM:  
        1.   Encryption of backup data - This is being done by 128-bit symmetric key
encryption (AES, TripleDES, TwoFish). 256-bit is not available because it requires too
much CPU and it is not really required. (128-bit is currently being used by most
banks)
 
        2.   Encryption of backup traffic - This is being done by 1024 bit RSA public key
encryption. The strength of the encryption depends on the key size you use when you
generate your CSR before submitting to your CA. 1024 bit is what is being used by
most CAs.
 
      Back to TOC  
   
 
2.21
  When select the backup option “local hard drive” to backup to
external hard drive, it fails in the middle of the process, why?
 
        Please check if the external hard drive is in FAT32 volume format. And also check whether
there is any folder containing more than 32000 files and there is no file bigger than 4GB
within your backup set. It is a FAT32 limitation, you may try to convert the FAT32 volume to
NTFS.
 
      Back to TOC  
   
 
2.22
  Scheduled backup jobs are not running on my Windows machine,
why?
 
        Please try the followings:  
        1. Check if [Control Panel] -> [Administrative Tools] -> [Services] -> [Online Backup
Scheduler] is available and started
 
        2. Check if C:\Program Files\OBM\home.txt contains the home directory for your
backup account (e.g. C:\Documents and Settings\Administrator\.obm)
 
        3. Check if C:\Program Files\OBM\jvm\bin\SchedulerOBM.exe exists  
        4. Check if C:\Program Files\OBM\log\Scheduler\info.log contains the startup loading
entry, e.g.
 
          i. [2005/12/12 12:42:44] OS Name=Windows XP  
          ii. [2005/12/12 12:42:44] OS Version=5.1  
          iii. [2005/12/12 12:42:44] Scheduler Version=5.0.1.3e  
          iv. [2005/12/12 12:42:44] Java Vendor=Sun Microsystems Inc. Version=1.4.2_10  
          v. [2005/12/12 12:42:44] [info] Starting Scheduler, User:'backup-account',
Home:'C:\Documents and Settings\Administrator\.obm'
 
        5. Check if C:\Documents and Settings\Administrator\.obm\log\Scheduler\debug.log
contains the debugging information for your scheduler
 
        If your system settings is not the same as the above steps, please download a new installer
(obm-win.exe) from our website or the customization portal and try again.
 
      Back to TOC  
   
 
2.23
  I am having problems with my scheduled backup, why?  
        If you are backing up files from a network drive, please check if you have included the valid
“Network Resources Authentication” information for the backup set. This is required for
scheduled backups that access any network resources.
 
        You can refer to Network Resources Authentication screen shot  
      Back to TOC  
   
 
2.24
  I cannot get proxy authentication to work with OBM, why?  
        If you are using port 80, please check whether your proxy server accepts "HTTP CONNECT"
calls on port 80. You may also want to try other ports like 443 to see if your proxy server
accepts that.
 
      Back to TOC  
   
 
2.25
  Can I backup an entire Operating System?  
        Currently, it is not possible to do hard disk image backup with OBM. However, you can still
backup/restore the operating system by doing the followings:
 
        To backup all files including the operating system, please do this:  
        1.   Add all files to your backup source  
        2.   Add a SystemState backup type to your backup account (Windows only)  
        To restore all files including the operating system, please do this:  
        1.   Re-install the operating system and applications  
        2.   Restore the SystemState backup to your machine (Windows only)
- To restore the System State data on a domain controller, you must first start your
computer in a special startup option called "Directory Services Restore Mode". To
access "Directory Services Restore Mode", press F8 during startup and select it from
the list of startup options.
 
        3.   Restore all files to your machine  
      Back to TOC  
   
  2.26   When setting up a Microsoft SQL Backup Set, I cannot list the
available SQL servers, what can I do?
 
        You can try running “osql –L” in a command prompt, you should see the following:  
        Servers:  
          (local)
SQLSERVER1\INSTANCE1
SQLSERVER2\INSTANCE2
 
        If you have a firewall installed, please disable it. UDP Broadcast must be allowed.  
      Back to TOC  
   
  2.27   Why are the Microsoft SQL Server databases missing from the
backup source list?
 
        If you have firewall installed on your network, please make sure UDP port 1434 is allowed on
the SQL Server.
 
      Back to TOC  
   
  2.28   How to set the recovery model of a MS SQL database to FULL?How to set the recovery model of a MS SQL database to FULL?  
        You can change the recovery model by running the following commands, run it along with
each of the database that you want to run transaction log backup.
 
           
        C:\> osql -E -S SQLSERVER1\INSTANCE1 -Q "ALTER DATABASE xxx SET RECOVERY FULL"  
          Where  
        SQLSERVER1\INSTANCE1 = the SQL Server and the corresponding instance  
        xxx = the name of the database  
      Back to TOC  
   
  2.29   Windows network map drive connections are not stable, why?  
        You may want to try editing a few Windows Parameters.  
        SMB Size  
        When running applications that copy or move a large amount of data to a remote server, the
speed of such action is determined by network speed and by the SMB (a protocal related to
Windows map drive) size.
 
        NT/2000 negotiates the SMB size and will generally set this to 4K blocks for applications that
are moving or copying data to a remote server. By increasing this block size, you will allow
the server to complete its file copies faster. This will increase the performance of the
application making the copy/move calls.
 
        HKEY_LOCAL_MACHINE\System\Current Control Set\Services\LanmanServer\Paramerters  
        "SizReqBuf"= REG_DWORD
Set Value To: 16000 = HEXDEC
 
        Ref: http://support.microsoft.com/default.aspx?scid=kb;en-us;320829  
        Map Drive Auto Disconnect Settings  
        Ref:   http://support.microsoft.com/kb/138365/EN-US/  
            http://support.microsoft.com/default.aspx?scid=kb;en-us;297684  
        HKEY_LOCAL_MACHINE\System\Current Control Set\Services\LanmanServer\Paramerters  
        Autodisconnect to: fffffff  
        Creating BAT file for better performance  
        If you are still having problems, you may want setup a BAT file and scheduled this file to run
every 10 minutes, please setup the BAT file as follow:
BAT file settings:
--------------------------
 
         
ping mapdrv
ping 192.168.1.15
net config server /autodisconnect:-1
net use /persistent:yes
net use "\\mapdrv\DATA STORAGE1"
net use "\\192.168.1.15\DATA
net use d: \\192.168.1.15\DATA STORAGE1
net use e: "\\mapdrv\DATA STORAGE1"
dir d:\
dir e:\
 
        --------------------------  
          mapdrv = your NAS device network name  
          192.168.1.15 = mapdrv  
        In addition, create a host file on the server hosting the program, have the following entry in
it:
 
          mapdrv = 192.168.1.15  
        And if you are on a 2003 server, refer to the following:
Reference: http://support.microsoft.com/default.aspx?scid=kb;en-us;890553
 
        For Windows 2000, you may want to install the following Hotfix:
Windows2000-KB903237-x86-ENU
Reference: http://support.microsoft.com/default.aspx?scid=kb;en-us;903237
 
      Back to TOC  
   
  2.30   There is an error when backing up files on a remote NetWare
server, what can I do?
 
        If you want to backup \\SERVER\SHARE that is located on a NetWare server and you are
getting "Network drive is not accessible" error message. Please try adding the following
command as a [Pre-backup command]
 
        net use \\SERVER\SHARE [PASSWORD] /USER:[DOMAIN | MACHINE_NAME]\[USERNAME]  
        This will authenticate the current process with the NetWare server and therefore allow your
backup to run correctly.
 
      Back to TOC  
   
 
2.31
  What are the advantages and disadvantages of backing up multiple
computers using a single backup account?
 
        Advantages  
          You require less backup accounts  
          You can use one username and password to configure the backup setting for all
Backup Sets
 
        Disadvantages  
          You must use different backup sets for different computers  
          Whenever a new backup set is created under the backup account, you need to go
back to all computers using the same backup account to uncheck the “Run
scheduled backup on this computer” option for the new backup set (Since backup
setting is saved on server and new backup set is default to run on all computers, i.e.
with the option checked).
 
          Improper configuration could easily cause problems, which are difficult to debug.  
      Back to TOC  
   
 
2.32
  How to find out which version of the client software the user is
using?
 
        You can check which version a client is running by checking the access log.
The default location of the access log file is:
 
          Windows: “C:\Program Files\Offsite Backup Server\logs\access_log*.txt”  
          Linux: “/usr/local/obs/logs/access_log*.txt”  
          Mac OS X: “/Applications/OBS/localhost/logs/access_log*.txt”  
        The ‘/obs/obcX.X/file/????File.obc?u=USER_NAME&..ver=Y.Y’ entries contain this
information, where:
 
          USER_NAME = Login Name of a backup account  
          X.X = major version of the client software  
          Y.Y = minor version of the client software  
        And starting from OBS v5.0.1.5, the version of OBM can be check from the OBS Management
Console under the [Manager User] -> [Report] -> [Detailed Report] page of the
corresponding user.
 
      Back to TOC  
   
 
2.33
  Does the OBM upgrade the installation of Java on a client machine,
or does it install a separate copy for its own use?
 
        OBM uses its own copy of Java and leaves the system Java VM intact.  
      Back to TOC  
   
 
2.34
  After upgrading OBS, do I have to upgrade all the OBM as well?
And do I need to transform/migrate their current data?
 
        OBS works with previous versions of OBM (However not the other way round). You only need
to upgrade the existing client software if you want to take advantage of the new features. And
you do not need to transfer client backup data again after the OBS ugprade.
 
      Back to TOC  
   
 
2.35
  Is it possible to do incremental or differential backups with
MySQL?
 
        MySQL backup is done with SQL Dump file, and it generates a single file which is then
uploaded. These backup files usually very large size and it takes time to backup to the server.
At this moment, it is not possible to do incremental dump with mysqldump. But our In-File
Delta feature shall ensure that, instead of the entire backup file, only the changed data blocks
within the dump file are uploaded to the Backup Server.
 
      Back to TOC  
   
 
2.36
  How does the “Remove retention files for overlap policy” under
Advanced Retention Policy work?
 
        In general, daily snapshots followed by a weekly snapshot or a monthly snapshot, etc. will be
removed; weekly snapshots followed by a monthly snapshot or a quarterly snapshot, etc. will
be removed; and so on.
 
        This is illustrated by the following example.  
        Assume today is 17Jan06, and the Advanced Retention Policy is as follows:  
          Daily: retain for 7 days  
          Weekly: retain for 4 weeks (the job will be performed on Saturday)  
          Monthly: retain for 3 months (the job will be performed on 1st of each month)  
        If “Remove retention files for overlap policy” is NOT enabled:  
        Then a total of 14 snapshots (7+4+3) will be kept on the server accordingly, i.e.:  
          (Daily): 10Jan06, 11Jan06, 12Jan06, 13Jan06, 14Jan06, 15Jan06, 16Jan06
(Weekly): 24Dec05, 31Dec05, 7Jan06, 14Jan06
(Monthly): 1Nov05, 1Dec05, 1Jan06
 
        If “Remove retention files for overlap policy” is enabled:  
        Then only the following snapshots are kept: 1Nov05, 1Dec05, 1Jan06, 14Jan06, 15Jan06,
16Jan06.
 
        Specifically, the weekly policy overrides the daily policy so 10Jan06, 11Jan06, 12Jan06 and
13Jan06 will be removed. The monthly policy overrides the weekly policy, and 24Dec05,
31Dec05 and 7Jan06 will be removed as well.
 
      Back to TOC  
   
 
2.37
  What is incremental backup and how does In-File Delta work?  
        In an incremental backup, only modified files will be uploaded to the Backup Server.  
        On the other hand, In-File Delta is applicable to the physical files to be uploaded to the
Backup Server, does not matter whether it is a MS SQL database file, MS Exchange
transaction log file or any normal file in a FileBackupSet. Specifically, only the changed blocks
in comparison to the original file on the Backup Server (delta file) will be uploaded.
 
        For each modified file, OBM would determine whether the entire file or only delta file should
be uploaded. If the entire file is to be uploaded, the old version of the file will be moved to the
Retention area. Else if only the delta file is to be uploaded, the previous delta files will be
moved to the Retention area and the Data area should contain the original full backup file,
checksum file and the latest delta file of this file.
 
      Back to TOC  
   
 
2.38
  How does the “Auto” block size work under In-file Delta settings?  
        If the block size is set to “Auto”, the effective block size (Started from OBM v5.0.1.7) will be
chosen from the following table based on the file size of the updated file:
 
        File Size Delta Block Size  
        ------------ ----------------  
        0 - 500M
500M - 2G
2G - 8G
8G - 15G
< 15G
4k
8k
16k
32k
64k
 
      Back to TOC  
   
 
2.39
  What happens when we do In-File Delta backup on a directory?  
        When you do backup, the Online Backup software will do the followings:  
        1.   Check if any files are added, updated or deleted (the calculation of these files are
based on files having the same filename).
 
        2.   New files will be uploaded to the server in whole.  
        3.   Deleted files will be removed from Data area and placed into the Retention area on
the Backup server.
 
        4.   Updated files will be processed by the In-File delta option (i.e. only changed data
blocks within the files will be uploaded to the Backup Server)
 
      Back to TOC  
   
 
2.40
  Does OBM have to stop the application when doing online
backups?
 
        OBM can backup application data while the application is still running. Particularly, we have
special agents for MS Exchange Server, MS SQL Server, Oracle, Lotus Notes and MySQL,
which allows these applications to be backed up while they are online. With the Volume
Shadow Copy feature started from OBM v5.0, we are able to backup other types of
applications while they are online.
 
      Back to TOC  
   
 
2.41
  What are Off-line backup, Logout backup reminder and Local
backup features?
 
        Off-line Backup is basically designed for notebook users who are off-line most of the time,
and cannot rely on backup schedule to backup regularly. The backup interval allows notebook
users to specify the interval that they would like their data to backup. If this interval has
elapsed, backup will run automatically once this machine is online.
 
        Logout Backup Reminder asks user if they would like to backup if they logout of the
computer or shutdown their computer.
 
        Local Backup allows an extra copy of backup file to be kept on local hard disk when backup
is running.
 
      Back to TOC  
   
 
2.42
  Why is my OBM running backup once every hour?  
        You might have “Off-line backup” enabled for every hour. Please do the following to disable
that:
 
        1.   Logon to OBM  
        2.   Select the backup set that you want to disable the Off-line backup from the left panel  
        3.   Select the [Extra Backup] node under the backup set node on the left panel  
        4.   Uncheck the [Enable off-line backup] checkbox under the “Off-line Backup” section  
        5.   If you want to do this to all backup sets, please repeat the previous step for each
backup set
 
        Press the [Save Setting] button from the toolbar  
      Back to TOC  
   
 
2.43
  How do I disable “logout backup reminder”?  
        To disable the “System Logout Backup Reminder”, please do the followings:  
        1.   Logon to OBM  
        2.   Select the backup set that you want to disable the Logout reminder from the left
panel
 
        3.   Select the [Extra Backup] node under the backup set node on the left panel  
        4.   Uncheck the [Enable System Logout Backup Reminder] checkbox under the “System
Logout Backup Reminder (Windows)” section
 
        5.   If you want to do this to all backup sets, please repeat the previous step for each
backup set
 
        Press the [Save Setting] button from the toolbar  
      Back to TOC  
   
 
2.44
  How do I upgrade OBM from V4.5 on Linux?  
           
        1.   Shutdown backup scheduler by running "touch $OBM_HOME/ipc/Scheduler/stop"  
        2.   Make this directory ~/.obm  
        3.   Move old $OBM_HOME/log and $OBM_HOME/config to ~/.obm  
        4.   Rename $OBM_HOME to $OBM_HOME.bak  
        5.   Install new OBM to $OBM_HOME and expanding all files into $OBM_HOME  
        6.   Run $OBM_HOME/bin/BackupManager.sh (or $OBM_HOME/bin/Configurator.sh if in
command line mode) to configure your backup set. All your old setting should still be
there.
 
        7.   Run $OBM_HOME/bin/Scheduler.sh to startup backup scheduler (you must have run
$OBM_HOME/bin/BackupManager.sh or $OBM_HOME/bin/Configurator.sh once,
before starting up the scheduler)
 
      Back to TOC  
   
 
2.45
  How do I change the .obm path for Novell Netware?  
        Please take a look at SYS:\OBM\home.txt. It contains the path to the .obm directory. You can
do the followings to make the changes:
 
        1. Stop the scheduler  
        2. Change the entry in SYS:\OBM\home.txt to another directory  
        3. Copy the .obm directory from existing location to new location  
        4. Startup the scheduler again  
        5. Also, open “SYS:\OBM\bin\BackupManager.ncf” and append the updated .obm path
to the end of the whole command line.
 
          Example  
            java -mx384m -Djava.library.path=$LIB_PATH -cp $OBM_CLASSPATH obm
SYS:\OBM C:\[new location]\.obm
 
      Back to TOC  
   
 
2.46
  The MS SQL or MS Exchange database backup job stores 2 copies
of the spooled database file in the "temporary directory" (tagged
with different datetimes). This has taken up extra disk space, is this
necessary?
 
        If you have interrupted any of the backup jobs, the file tagged with the datetime of the
corresponding backup job will be renamed to its original filename just before it is uploaded.
This is necessary as we need to ensure that the snapshot of different dates would not
overwrite each other.
 
        If a backup job is still running, just let it runs to completion. If backup has been stopped
already, just remove all files tagged with the corresponding datetime in the “temporary
directory” and try to perform a full database backup again.
 
      Back to TOC  
   
 
2.47
  What do I have to do in order to backup open files?  
        You need to be on OBM v5.0 or above, as well as support from the underlying OS. Windows
XP and 2003, by default, come with Volume Shadow Copy, which allows backup open file.
For older platforms, e.g. Windows 9x/ME/NT/2000 or NetWare, we would recommend adding
a third party open file manager option (e.g. St. Bernard Open File Manager -
http://www.stbernard.com/) which might cost around US$100 for each workstation and
US$300 for each server if open file backup is required.
 
        *Open file option is not required on Linux/Unix/Mac OS X because no files are held exclusively open by
applications.
 
      Back to TOC  
   
 
2.48
  How does Volume Shadow Copy work?  
        Please refer to:  
        http://technet2.microsoft.com/WindowsServer/en/Library/2b0d2457-b7d8-42c3-b6c9-59c
145b7765f1033.mspx
 
      Back to TOC  
   
 
2.49
  In Windows, when OBM is creating Shadow Copy Set, it gets the
“[ERROR] E_UNEXPECTED” error, what can I do?
 
        This is a Microsoft Volume Shadow Copy issue. Microsoft's recommendation is to try
re-registering the Volume Shadow Copy Service. If you are on Win XP Pro, you can simply run
the batch file available in C:\Program Files\OBM\bin\RegisterVSS.bat or
 
          Download RegisterVSS.bat  
      Back to TOC  
   
 
2.50
  How to backup Oracle 7.3.4 on NetWare?  
        To backup Oracle 7.3.4 on NetWare 5.1, it is not possible to use the Oracle agent, you need
to do the followings:
 
        1.      
        2.      
        3.      
        When you need to restore the database, just restore all datafiles, control files, pfile to its
original location and use "imp" (import utility) to put the data back into Oracle database.
 
      Back to TOC  
   
 
2.51
  How do I backup NTFS permission?  
        For version 5.1 or later, NTFS permission is also backed up during the backup operation. For
other versions, please do the followings:
 
        1.   Download and install this Microsoft Utility  
            Download SubInACL.exe from Microsoft  
        2.   Add a pre-backup command to dump the NTFS permissions of all files you want to
backup into a dump file. For example, if you want to have all files under C:\ drive to
a C:\NTFS-Permission.txt, please add:
 
            "C:\Program Files\Windows Resource Kits\Tools\subinacl" /noverbose
/outputlog=C:\NTFS-Permission.txt /subdirectories C:\*.* /display
 
        3.   Add "C:\NTFS-Permission.txt" to the [Backup Source] of this backup set  
      Back to TOC  
   
 
2.52
  How do I restore NTFS permission?  
        For version 5.1 or later, the backed up NTFS permission will be restored automatically. For
other versions, assuming the NTFS Permission is being stored in "C:\NTFS-Permission.txt",
please do the followings:
 
        1.   Restore "C:\NTFS-Permission.txt" from the backup server using OBM  
        2.   Apply all NTFS permissions backup to all your backup files by running:  
            "C:\Program Files\Windows Resource Kits\Tools\subinacl" /playfile  
            C:\NTFS-Permission.txt  
      Back to TOC  
   
 
2.53
  How do I backup file permission in Linux?  
      1. Add a pre-backup command to dump the Access Control Lists of all files you want to
backup into a dump file. For example, if you want to have all files under /home to a
/ACL.txt, please add:
 
            cd /; getfacl -R home > ACL.txt  
        to your pre-backup command.  
      2. Add "/ACL.txt" to the [Backup Source] of this backup set  
      Back to TOC  
   
 
2.54
  How do I restore file permission in Linux?  
        For version 5.1 or later, the backed up Linux file permission will be restored automatically.
For other versions, assuming the Access Control Lists is being stored in "/ACL.txt", please do
the followings:
 
        1. Restore "/ACL.txt" from the backup server using OBM  
        2. Apply all Access Control Lists backup to all your backup files by running  
            cd /; setfacl --restore=ACL.txt  
      Back to TOC  
   
 
2.55
  How do I remove OBM completely from my Windows machine?  
        If you want to completely remove OBM from Windows, after uninstalling the software from
[Control Panel] -> [Add or Remove Programs], please do the followings:
 
          Ensure that the OBM installation directory is deleted (sometimes not removed when
Windows somehow holds some of the files)
 
          Remove the C:\Documents and Settings\administrator\.obm\ folder (intentionally
left undeleted, as important information of the user and backup sets, such as the
encryption keys, are stored here)
 
      Back to TOC  
   
 
2.56
  Does OBM work with dial-up connections?  
        It makes no difference to RestoreRex™ OBM if the connection is always on or dial-up  
        If you want Windows to connect to your ISP automatically when a backup starts, you can to to the Control Panel, select Internet Options then Connections. Check mark the "Always dial my default connection" option.  
      Back to TOC  
   
 
2.57
  The OBM crashes when opening [Backup Source] of a Lotus
Domino/Notes backup set, what can I do?
 
        Check to see if you can find a hs_err_pid????.log file under the [OBM Home], and if it contains
the error "Unable to complete restart processing, err = Recovery Manager: Error from
Logging Subsystem", please do the followings:
 
        1.   Go to [Configuration], select [All Server Documents] and choose your corresponding
server.
 
        2.   [Disable] Transactional logging at Basics  
        3.   Go to [Control Panel] -> [Administrative Tools] -> [Services] and restart [Lotus
Domain Server] Service
 
        4.   Go to [Configuration] -> select [All Server Documents] and enable Transaction
logging
 
        5.   Make sure your logging style is "Archived"  
        6.   Go to [Services] and restart Lotus Domain Server Service again  
      Back to TOC  
   
 
2.58
  How do I restore a machine from my SystemState backup?  
        To recover a machine from scratch, do the following:  
        1.   Re-install the operating system  
        2.   Re-install all applications installed (You can do both of these easily by backing up the
system yearly using Norton Ghost)
 
        3.   Restore the SystemState backup onto the recovered machine (This will update the
recovered system with the latest configuration and settings)
 
        4.   Restore all data files onto the recovered system  
      Back to TOC  
   
               
 
3.
  Common Error Messages  
 
3.1
  "Internal Error no. 1011" on the OBS Management Console  
        One license key can only be used to activate a single machine. Have you applied the license key on another machine already? Or have you changed your network hardware? Please shutdown the backup service on the first server that you have this license key installed. After you have done this, please contact us at DISC Support  
        kindly provide us with your "License Name" and "License Key", we will update the license server to allow your key to be used again.  
        However, if you haven’t changed your hardware and are still getting this error, please check whether you have any installed software that would create virtual MAC address in the system, e.g. VPN software. If yes, please disable them, notify us to update your license, and update your [Software License] page again.  
      Back to TOC  
   
 
3.2
  "Activate Product Key Error"  
        If you are getting "Activate Product Key Error" when registering your license key on the [Manage System] -> [Software License] page, please check the followings:  
        1.   The backup server is connected to the internet and can connect to lic.ahsay.com using HTTPS (port 443)  
        2.   Both licensee name and license key are entered in exactly the same case (please cut-and-paste both licensee name and license key to the text fields provided)  
        3.   Check if the license file, [OBS Home]\conf\license.xml, is empty or corrupted. If yes, delete it and reapply your license key in the OBS Management Console.  
        4.   Check under [OBS Home]\conf to see if any of the configurations files (*.xml) is
empty or corrupted. If yes, delete those corrupted files and restart OBS.
 
        If you are on Linux, please also check:  
        1.   Whether you get any response by running "ping [your hostname]", if no, then please add an entry for [your hostname] in the host file, e.g. /etc/hosts.  
        2.   Run “ifconfig” and see if a valid "Ethernet HWaddr" is being displayed.  
      Back to TOC  
   
 
3.3
  "Unable to send email Server=x.x.x.x", "Error sending alert email!!"  
        OBS is having problem in sending email via the SMTP server. Please try the followings:  
        1. Check if the SMTP service is running by using the command below:  
            “telnet x.x.x.x 25”  
          where x.x.x.x is the IP address of your SMTP server  
        2. Trigger a forgot-password email via [OBS Management Console]->[User Login]->[Forgotten your password?] and see if any email get sent out  
        3. Ping the hostname of the OBS machine to see if it can be resolved into an IP address, i.e. 'ping obs_hostname'. If not, then check if the host file contains a proper entry for
your hostname
 
        4. In your SMTP server configuration, do you have email relay disabled for the OBS machine? If so then it will need to be enabled in order for OBS to relay emails  
        5. Try pointing to another SMTP server.  
        6. If you are on Linux, please try setting the LD_ASSUME_KERNEL environment variable in $OBS_HOME/bin/startup.sh by adding the following line and restart the OBS
service:
 
            export LD_ASSUME_KERNEL=2.4.19  
      Back to TOC  
   
 
3.4
  "Quota Exceeded"  
        This means that the backup account has run out of its allocated quota. Please contact your
administrator (or backup services provider) to increase your backup quota.
 
      Back to TOC  
   
 
3.5
  "Access is denied"  
        This means that the file is not accessible by OBM. Please check if the system account that
runs OBM has read access permission to the mentioned file.
 
      Back to TOC  
   
 
3.6
  "Checksum incorrect" / "Uploaded file size incorrect"  
        This error occurs when the backup file uploaded to the server is corrupted. Corrupted backup
files would not be stored on the backup server but will be uploaded to the backup server again
in the next backup job.
 
        If more than one backup job of the same backup set is being run on more than one computer
at the same time, you might get this error. Please check if you have installed the client
software (OBM) with the same backup account on more than one computer.
 
        Also, please check the file C:\Program Files\OBM\home.txt and see if you have more than
one “.obm” record (e.g. C:\Documents and Settings\Administrator\.obm) in this file that
refers to the same backup account on the server. If you can find such entries, simply remove
the redundant lines from this file and restart the computer.
 
        Sometimes, this problem could be caused by network instability. If this only happens
occasionally, you can safely ignore this error.
 
      Back to TOC  
   
 
3.7
  "File 'obm-delta.tmp' does not exist on server" / "File
'obm-chksum.tmp' does not exist on server"
 
        For OBM v5.0.1.4 or before, please:  
        1.   Upgrade your OBM to a newer version.  
        2.   Delete the obm-delta.tmp or/and obm-chksum.tmp files from your “temporary
backup directory”, (e.g. C:\Backup\MSExchange\1137065709669).
 
        For later versions of OBM, you can simply do step 2 to remove the problematic files which
were left behind during the backup operations of previous versions.
 
      Back to TOC  
   
 
3.8
  "Error getting report from all available IP addresses"  
        Please check if any of your disk partitions is full. Pay special attention to the OBS log
directory:
 
          Windows – C:\Program Files\Offsite Backup Server\logs  
          Linux – /usr/local/obs/logs  
          Mac OS X – /Applications/OBS/logs  
        It is safe to delete any log files here from the system.  
        Also, are you using non-default TCP port for the backup server? If so, please append the port
number of your HTTP (NOT HTTPS) connector to the [Manage System] -> [Host Name] entry,
e.g. backup.yourcompany.com:8080
 
        If you are not using custom port, open a browser on the backup server and type in the value
of [Manage System] -> [Host Name] as an URL. Check if you get the backup serverhomepage. If you cannot get the webpage, try altering the URL until you can reach the
server. You can then put this value in the [Manage System] -> [Host Name] field. (Please
omit the page name, i.e. /index.jsp, from this entry)
 
        If you are on Linux, please try setting the LD_ASSUME_KERNEL environment variable in
$OBS_HOME/bin/startup.sh by adding the following line and restart the OBS service:
 
          export LD_ASSUME_KERNEL=2.4.19  
        problem of running Java program on Linux Kernel 2.6 (More info on:
http://www.jroller.com/page/dissonance/20050630#fedora_core_4_and_jdk)
 
        Please try this to fix this problem:  
        1. Open $OBS_HOME/bin/startup.sh  
        2. Add “-Djava.net.preferIPv4Stack=true” to the command line argument. i.e. change
the line:
 
          export CATALINA_OPTS="-Xms64m -Xmx512m -client  
          -Dsun.net.inetaddr.ttl=10800 -Dnetworkaddress.cache.ttl=10800  
          -Dsun.net.inetaddr.negative.ttl=0 -Dnetworkaddress.cache.negative.ttl=0"  
            to  
          export CATALINA_OPTS="-Xms64m -Xmx512m -client  
          -Dsun.net.inetaddr.ttl=10800 -Dnetworkaddress.cache.ttl=10800  
          -Dsun.net.inetaddr.negative.ttl=0 -Dnetworkaddress.cache.negative.ttl=0  
          -Djava.net.preferIPv4Stack=tru  
        3. Restart the backup service by running [$OBS_HOME/bin/shutdown.sh] and then
[$OBS_HOME/bin/startup.sh]
 
      Back to TOC  
   
 
3.9
  "C:\xxx\yyy\zzz.txt has been removed already"  
        There is latency between the backup agent with the list of files to be backed up and the time
these files are actually backed up. If any of these files are removed between this latency, an
informative message, “C:\xxx\yyy\zzz.txt has been removed already”, will be logged in the
backup log report. Under most condition, you don’t need to worry about this since files
created and then removed in this situation are usually temporary files. It is used by some
other applications and it is not necessary to backup these files.
 
        If you are using Infile-Delta, please make sure “Temporary directory for storing backup files”
setting of your OBM is pointing a writable directory with plenty of disk space.
 
      Back to TOC  
   
 
3.10
  "The process cannot access the file because another process has
locked a portion of the file"
 
        You get this message when backing up “C:\xxx\yyy\zzz.txt” because another application has
held a read-exclusive lock on “C:\xxx\yyy\zzz.txt”. The backup agent, therefore, is unable to
open the file to read its content. Please try the followings to resolve this problem:
 
          Enable the Volume Shadow Copy option for the corresponding backup set if you are
on Windows 2003 or XP.
 
          If you are on an older version for Windows, you may need to obtain a generic “Open
File Manager” in order to backup the locked files.
 
          If the locked file is not important (e.g. C:\pagefile.sys), simply exclude the locked file
from your backup source. By doing so, this message will not appear again.
 
          If the locked file is a database file held open by one of our supported applications
(e.g. Microsoft SQL Server, Microsoft Exchange Server, Oracle, Lotus Domino/Notes,
MySQL), simply use the corresponding add-on module provided to backup the
database. This way, you can backup the database you want (using the application
specific APIs) without accessing the database file directly.
 
          If the locked file is a file held open by some other third party applications, you can use
the [Pre/Post Command Line Tool] to shutdown/restart the application that is locking
the file before/after a backup job to make sure that no locks will be placed on files
that you need to backup.
 
      Back to TOC  
   
 
3.11
  "The process cannot access the file because it is being used by
another process"
 
        This means that the file is currently locked by another process (or program). Please
shutdown the program locking this file before running the online backup program again. You
can also refer to “What do I have to do in order to backup open files” for more information (for
file backup set only).
 
      Back to TOC  
   
 
3.12
  "Premature end of input"  
        It means that the client software has problem downloading the list of files to be backed up
from the backup server. It then retries getting the list again. This is nothing to worry about.
OBM would log this as information rather than warning to avoid raising false alarm.
 
      Back to TOC  
   
 
3.13
  "Invalid XML Character" / "XML document structures must start
and end within the same entity"
 
        Please try the followings:  
        1.   Logon to the web interface of this backup account  
        2.   Go to the [File Explorer] page and browse to the directory reported that contain this
problem (or some other directories)
 
        3.   Check if there are any filenames containing strange characters and delete them  
        4.   Try backup again.  
        Also, please try increasing the "connectionTimeout" attribute within the "Connector" tag
inside [OBS Home]\conf\server.xml to a larger value (e.g. connectionTimeout="180000" or
connectionTimeout="600000"). This should help solve the problem.
 
      Back to TOC  
   
 
3.14
  "Incorrect Function"  
        Please check if you have any antivirus or personal firewall software installed. Kindly disable
it from scanning the related data and traffic to see if the problem persists.
 
      Back to TOC  
   
 
3.15
  "HTTP/1.1 502 Proxy Error"  
        The specified Secure Sockets Layer (SSL) port is not allowed. ISA Server is not configured to
allow SSL requests from this port. Most Web browsers use port 443 for SSL requests.
Refer to Microsoft KB article #283284
 
      Back to TOC  
   
 
3.16
  " [Microsoft][ODBC SQL Server Driver][SQL Server]The statement
BACKUP LOG is not allowed while the recovery model is SIMPLE"
 
        You need to change the Recovery model to FULL. If you are using Microsoft SQL Server
7.0/2000, please refer to the following screenshots:
 
        1.   SQL7 Truncate Log On Checkpoint Screenshot  
        2.   SQL2000 Full Mode Screenshot  
        If you are using MSDE, please issue the following commands:  
          osql -E -S [Server Name] -Q "ALTER DATABASE [Database Name] SET RECOVERY FULL"  
        These will enable transaction logging option for your MSDE databases and allow
incremental/differential backup to be run with no problems.
 
      Back to TOC  
   
 
3.17
  "CExBackup::backupService:HrESEBackupSetup: Error Number
0xc800020e: An incremental backup cannot be performed when
circular logging is enabled"
 
        You need to disable circular logging and then restart the Microsoft Exchange Information Store.  
            Click Here for instructions to Disable Circular Logging  
      Back to TOC  
   
 
3.18
  "CExBackup::backupStorageGroup:HrESEBackupTruncateLogs:
Error Number 0xc7ff1004: (null) "
 
        This is an error returned by the Microsoft API and is a Microsoft issue. Please try to restart the
"Microsoft Exchange Information Store” service. If the problem persists, you may want to
schedule the service to restart on a daily basis.
 
      Back to TOC  
   
 
3.19
  "CExBackup::backupStorageGroupLog:HrESEBackupGetLogAnd
PatchFiles: Error Number 0xc8000232: Some log or patch files are
missing"
 
        If you have just disabled the MS Exchange circular logging option, please try running a full
backup again, this should fix the problem.
 
      Back to TOC  
   
 
3.20
  "CExBackup::backupFile:WriteFile: Error Number 0x6: The handle
is invalid"
 
        This is the MS Exchange having problem in writing to the Temporary spooling directory.
Please ensure that the system account running the MS Exchange has full access right to that
directory. If it is a network drive, please use an UNC path (e.g. \\server\share), and the
“Network Resources Authentication for Windows” is properly set for the corresponding
backup set.
 
      Back to TOC  
   
 
3.21
  "Path ‘C:\Temp\MSSQLServer\1137040769567’ does not exist"  
        If you get this error while you are doing MS SQL or MS Exchange backup, please try to use an
UNC path (e.g. //server/share) in "Temporary directory for storing backup files" under
[Backup Source Settings]. Please make sure that your OBM is on the same machine as your
MS SQL or MS Exchange. Please also ensure that you have included the appropriate
“Network Resources Authentication for Windows” information in the backup set.
 
        For MS SQL Server, you may want to check whether if it can spool the database file correctly
by running the following command:
 
        (Windows Authentication mode)
osql -E -Q "DECLARE @dbname char(64) SET @dbname = 'xxx' BACKUP DATABASE
@dbname TO DISK = '//server/share/abc.txt' WITH SKIP"
 
          OR  
        (SQL Server Authentication mode)
osql -U USERNAME -P PASSWORD -Q "DECLARE @dbname char(64) SET @dbname = 'xxx'
BACKUP DATABASE @dbname TO DISK = '//server/share/abc.txt' WITH SKIP"
 
        Note:  
        USERNAME/PASSWORD = the database username/password
xxx = the database that you would like to backup
//server/share/abc.txt = the location for the database spooling file
 
      Back to TOC  
   
 
3.22
  "Expect log sequence 'xxx' but found 'SERVERNAME\Microsoft
Information Store\First Storage Group\E000xxx.log'"
 
        This occurs when the log sequence of MS Exchange was altered by other backup software,
e.g. NTBackup. Thus when the Backup Manager next performs a MS Exchange backup, the
Exchange log sequence would not match the one that it is expecting. With the broken
sequence, the Exchange server cannot be restored to its latest state.
 
        To resolve this problem, you need to deactivate all other backup software that is operating on
MS Exchange, and then you need to perform a Full MS Exchange database backup manually
via the Backup Manager.
 
        Alternatively, instead of backing up transaction logs during the weekdays, you can consider
doing Full Exchange Database backup on a daily basis with the In-File Delta option enabled.
This should avoid interference from other backup software while keeping the amount of
upload data to minimal.
 
      Back to TOC  
   
 
3.23
  "The last backup jobs of *.stm (2006-10-30-13-40-21) and *.edb
(2006-11-04-03-05-00) don’t match for database 'ServerX\Microsoft
Information Store\First Storage Group\Mailbox Store (ServerX)'"
 
        For MS Exchange backup, *.stm and *.edb are backed up in pairs, if this error occurs, it
implies that during a previous backup, there was a problem with either the *.stm or *.edb
file. If this happens, please perform a Full MS Exchange backup manually via the Backup
Manger to resolve this problem.
 
               
               
      Back to TOC  
   
 
3.24
  "No *.stm found for database 'ServerX\Microsoft Information
Store\First Storage Group\Mailbox Store (ServerX)'"
 
        This suggests that the .stm file on server may have been corrupted or found missing. To
resolve this error, please perform a Full MS Exchange backup manually via OBM.
 
      Back to TOC  
   
 
3.25
  Exception in thread "main" java.lang.UnsatisfiedLinkError:
/usr/local/obm/jvm/lib/i386/libawt.so: libXp.so.6: cannot open
shared object file: No such file or directory…
 
        This is caused by a missing library in Fedora Core 6. To resolve this, just open a terminal window.
From here type in the command 'yum install libXp' (please note that the command is case sensitive), this
will ask you if it is ok to download the package. Just type 'Y' and the libXp library will be installed. Once
installed, just run the command
 
        "sh $OBM_HOME/bin/RunBackupManager.sh"  
        You should find that the OBM will open up and you should be able to create the backup set via the GUI
interface.
 
        When running the 'yun install' command, you may see the following error:  
        Loading "installonlyn" plugin
Existing lock /var/run/yum.pid: another copy is running. Aborting.
 
        This is because the background YUM updater service is running. To stop it, run:  
        /etc/init.d/yum-updatesd stop  
        Once the process has been stop, you should be able to run the command 'yum install libXp' without any
problems.
 
      Back to TOC  
     
         
           
           
           
           
               
  * End Frequently Asked Questions & Common Error Messages *  
         
 
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