Conference decwet::networker

Well, if they have a parameter incorrect, check 56.4 first.

After that please give info like that asked for in 55.5 and
client definitions.

Amy,

Troubleshooting for NSR client SQL and Exchange modules on NT.  This
information is what is probably needed to help us handle your problem.
The process of answering the questions may help one discover a possible
source of the problem as well.  Feel free to amend as needed.

Please provide the following, include any commentary on how system may
have a partial service pack revision level, etc...

  Server system configuration

	Type of system: Alpha 2100a
	Version of operating system: NT3.51 Service Pack 5
	Service pack level if NT:
	Version of NetWorker: NSR/Exchange 1.0
	List any NetWorker patches applied:
	Memory on system: 256mg
	Backup drives/autochangers: TL812
	
  For each affected client, include client system configuration 

	Is system also the NetWorker server? (Y/N): N
		If so, skip to next unanswered field.
	Type of system:
	Version of operating system:
	Service pack level:
	Version of NetWorker:
	List any NetWorker patches applied:
	Memory on system:
	Pagefile information for each drive:
		e.g. C:\ min 60MB up to max of 120MB
	Version of SQL:
	Service pack level:
	Amount of SQL data on system:
	Version of Exchange: 4.0
	Service pack level:  3
	Amount of Exchange data on system: 
	
  When did the problem start occuring? 
Since installation of NSR/Exchange
Checked nsrxch.bat and the if '%1' == '' GOTO BACKUP was correct
	(Include exact error messages, if any, and where those
	error messages were seen, e.g. was the details window checked
	on the group control window while the relevant group was
	highlighted?).
  Did the backup/recover ever work? 
No
  If so, what changed between the time it last worked and stopped working?
  If it partially worked, include a full description of behavior.
  What are the steps needed to replicate the problem?  (reduce to as
	few or simple steps as possible)
 Click on Backup and then parameter incorrect. 
  Was there any part of the documentation which helped or hurt your
	attempts to diagnose the problem? 
Have'nt gotten that far yet.
  Have any other problems with the Exchange/SQL Server been noticed?
          NO
  Include copy of relevant save*.bat or nsr*.bat files.
  Include relevant portions of any portions of the logs/applogs files.
  From the NT Event Log
             info event - mxchange database engine is starting a full backup 
               stop parameter incorrect
    - msxchange database engine has completed backup successfully

Did they change the bad dll from the Exchange SP3 to the one from
SP2 as noted by the release notes?

>       Is system also the NetWorker server? (Y/N): N
>                If so, skip to next unanswered field.
>        Type of system:

The above excerpt is asking for info on the client which is 
having a problem.  If that system is the same as the server there
is no need to repeat the info.  Since your client and server
are different, it still could be helpful in determining what
the problem might be.

When we ask for the version of NetWorker, we want the
version of the client which is not the version of the module.
I assume you are using the 4.3 client since in the .0 note
you referred to the system as having NT 4.0.  The exchange
module version does not affect the NSR client exes.  I doubt this
is important but I'll be changing 55.5 to accurately reflect
what is being asked for.

thanks,

Amy

     <<< Note 734.3 by montlake.zso.dec.com::lenox "Reorganization '98" >>>


Did they change the bad dll from the Exchange SP3 to the one from
SP2 as noted by the release notes?
What if they did? Do you want them to put the bad one back in? If so, 
is it just a matter of renaming the dll, or are there additional 
hooks? The customer was expecting to get more information regarding 
questions asked, such as if yes then do this, if not do this. Please 
eloborate....

>       Is system also the NetWorker server? (Y/N): N
>                If so, skip to next unanswered field.
>        Type of system:

The above excerpt is asking for info on the client which is 
having a problem.  If that system is the same as the server there
is no need to repeat the info.  Since your client and server
are different, it still could be helpful in determining what
the problem might be.

When we ask for the version of NetWorker, we want the
version of the client which is not the version of the module.
I assume you are using the 4.3 client since in the .0 note
you referred to the system as having NT 4.0.  The exchange
module version does not affect the NSR client exes.  I doubt this
is important but I'll be changing 55.5 to accurately reflect
what is being asked for.

They are running NSR 4.3 on the client.

Regards
Ed

Hi Ed,

  When you quote me and then respond, I know what I said
and what you are saying.  Others who read this later will
have problems seeing who said what... please indent or 
prefix lines of one of the speakers so that others who might
be searching this notes conference later will be able to
follow the exchange of dialog.  Thanks.

  Please give the info on the client (type, memory, etc...)
which is missing from .2, which .3 again reasked for, which
.4 quotes the request but doesn't include.  Thanks.

   When I ask about the .dll mentioned in the release notes,
I want to know if they followed the instructions in the
release notes.  I assume that you've seen those and that
would be one of your first questions to the customer.  I
didn't note you mentioning that, so I asked, because it isn't
clear to me that you have asked.  It isn't a matter of renaming
a dll, rather it is removing the broken one from SP3 and
replacing it with the dll from SP2.  This was a yes or no
question from me.  If they haven't done it, then it won't work.

  I'm glad the customer wants better instructions, before we
suggest anything we want a good picture of what is happening.
That would include getting a excerpts of relevant log files and .bat
files (which 55.5 mentions).  Imagine that one needs to replicate
the customer problem, please get all the details that would enable
us to do that.   If it is presented haphazardly with incomplete 
details, it takes 5x or more as long to figure out.

  I didn't catch at first that there are two customers with the 
problem,  one should not group customers together like this.
If you need to post customer details, we should use the nsr
support notes conference (this is not it).  That is also the place
that has we give priority to the problems.  (IPMTs have the
highest priority).

thanks,

Amy
[email protected]
decwet::lenox