12 basic troubleshooting, Accessing the cli, Password problems – HP StoreOnce Backup User Manual
Page 126: Pulling a support ticket
12 Basic troubleshooting
•
•
Pulling a Support Ticket (page 126)
•
•
Connecting to the StoreOnce Backup System from the backup application (page 127)
•
Backup or replication fails (page 128)
•
Catalyst troubleshooting (page 129)
•
•
StoreOnce Backup System configuration problems (page 129)
•
Accessing the CLI
Many of the topics in this section require access to the StoreOnce Command Line Interface (CLI).
They cannot be executed from the GUI. There is a separate StoreOnce CLI Reference Guide, which
you should use for more detailed information. However, a brief summary of how to access the
StoreOnce CLI is also included in this guide.
The user access is the same as the GUI, with the same roles. The Admin user has access to all
available CLI commands. The Operator user can view status and configurations but is not able to
make configuration changes.
To access the CLI
The StoreOnce CLI can be accessed:
•
Remotely: using a ssh session to the Management Console (ssh client applications, such as
PuTTY, are freely available from the internet). This is the normal access type.
Password problems
Admin users may reset passwords for operator users.
If the Admin credentials are accidentally lost, it is possible to reset the Admin password using the
account “hpresetpassword”. This account is also password protected, it can only used from the
console and the end-user is recommended to change this password after installation and store it
in an offline Password Security tool. See the HP StoreOnce Backup CLI Reference guide for more
details.
Pulling a Support Ticket
A support ticket is a snapshot in time of the StoreOnce product, showing the configuration, status
and health of the product, as well as historical events for use with troubleshooting the product. It
is also called “a collect”.
It also contains lower level tracelogs for the use of HP engineers.
It can be manually collected by the customer in two ways from the Management Console:
•
From the GUI (Admin and Operator user). See
.
•
From the StoreOnce CLI (Admin user only). See the HP StoreOnce CLI Reference Guide.
NOTE:
If a kernel crash occurs, an automatic ticket will be generated. A ticket will be produced
with the filename: tkt_<datestamp>_<crashed nodename>.zip
126
Basic troubleshooting