Troubleshooting

What should I do if I have problems?

The KIM can only provide limited assistance with the installation/configuration of the client software and with any problems that may arise. In particular, response times cannot be guaranteed. During regular working hours, an attempt is made to respond to a service request or problem report on the same working day; the processing time depends on the complexity of the problem.

The recommended notification method for questions, problems, or malfunctions is to email kim-backup@uni-hohenheim.de. A ticket will be created automatically.

You can speed up the ticket processing by sending the log files of the Storage Protect client with the email.

Please send the following log files depending on your system platform:

Windows

C:\Program Files\Tivoli\TSM\baclient

dsm.opt
dsmerror.log
dsmwebcl.log
dsmsched.log

Linux

/opt/tivoli/tsm/client/ba/bin/

dsm.opt
dsm.sys
dsmerror.log
dsmwebcl.log
dsmsched.log

In principle, KIM can only process support requests if the hardware and software used by the customer is also fully supported by the manufacturer of the archive and backup software. It is the customer's responsibility to ensure the appropriate compatibility by regularly updating their system.

Checking an automatic backup

If your computer is registered for automatic backup, you will receive an automatic email notification if your computer has not been backed up or has been backed up incorrectly.

Often, the reason the automatic backup does not run is because the scheduler on the client has not been started. Please check if this is the case.

You can additionally check on your computer whether your computer has received a schedule from the Storage Protect server. To do this, open the file dsmsched.log (for the directory of the file, see above). If your computer has received a schedule, the message will look something like this:

07.09/09/2023 02:10:19 --- BEGINNING PLANNING PROTOCOL QUERY
09/07/2023 02:10:19 --- ENDING PLANNING PROTOCOL QUERY
09/07/2023 02:10:19 Next scheduled operation:
09/07/2023 02:10:19 ------------------------------------------------------------
09/07/2023 02:10:19 Schedule:              H-DAILY
07/09/2023 02:10:19 Action:                Incremental
07.09.2023 02:10:19 Objects:               
07.09.2023 02:10:19 Options:              
07.09.2023 02:10:19 Server window startup:   18:00:00 on 07/09/2023
07/09/2023 02:10:19 ------------------------------------------------------------