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arcserve-KB : How to use tools to do primary troubleshooting

Last Update: 2016-04-25 14:07:55 UTC

Scenario 1:

RHA aims to handle files on system, however sometimes the files were being opened by another process exclusively, under this circumstance, RHA will report an error like, unable to open file, the file could be within either root directory or spool folder.
Most of time, the error can be fixed by excluding the root directory/spool folder out of AV scanning in system. But if the error continue to pop up afterwards you need to leverage a 3rd party tool to find out which process was holding the file in an exclusive mode

Solution:

a.Reproduce the issue in house 

b.Download the tool from the link http://technet.microsoft.com/en-us/sysinternals/bb896653

c.Launch the tool and click the 'Find' menu and input the file name that can't be opened in popup dialog then click search you will find which process is occupying the file. You can fix the issue by temporarily terminate the process

Scenario 2:

RHA customers are confused by the continuous memory usage of RHA in a given period, they believe it's a memory leaking

Solution:

You can use performance monitor embedded in Windows, all the counters related to RHA memory usage have been preinstalled and you can select by browsing the dialog when you intend to add performance counters like below

In this case, you need to add 2 counters, Private bytes and Virtual bytes. After finish the setting, all you need is to keep monitoring the dashboard of performance counter. The 2 curves reflect the memory usage of RHA if they're steep for a long time like below, meaning the memory usage keeps growing abnormally, it should be a memory leaking and you can contact CA support to get a UMDH process dump for further troubleshooting.

 

Scenario 3:

RHA engine hang happens due to various reasons. File operations on Hardware like SAN or RHA internal error like TCP/IP will both cause engine hang. When a hang happens you can use tool to get the process dump and deliver it to CA support to get a solution

Solution:

a.Reproduce the issue in house 

b.Download the tool from the link http://technet.microsoft.com/en-us/sysinternals/bb896653

c.Launch the tool and select the RHA engine ,ws_rep.exe, right click mouse and select create full dump in displayed context menu, specify the directory you want to store the dump. Then you will get a full dump of RHA engine when it hangs

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