Vembu StoreGrid Troubleshooting Guide

Description of the Error Codes
StoreGrid reports an error "MAPI_E_NOT_FOUND" when trying to configure mailbox level backup in 2007 Exchange server (64 bit) machines.
SG0147/SG0136: Unable to connect to the Backup Server
SG0198: Connection failure error / SG0083: Unable to send backup details to server
SG0132: Invalid remote socket
SG0145/SG0134: Unable to get target machine
SGRP0001: No Server available for Replication
SG0083: Exceeding allotted backup space in the server
Server incorrectly shows that a backup is still in progress when the client has suspended the backup
Clients not backing up to the server after moving the clients from trial customer
Problem in accessing the snapshot device while opening a file
“Error Code 21 Cannot Start Storegrid” message from the tray / “Error in Starting StoreGrid" message from StoreGrid Tray
Your StoreGrid license has expired. Number of StoreGrid Installations exceeded 1. Backups disabled.
Client did not receive a valid license from the Backup Server
Your StoreGrid license has expired. License period elapsed, Backups disabled
Customer Migration failed. The target customer does not have enough licenses(MSPEUs)
Failed to authenticate this client with the Backup Server
Backup request failed for backup [Backup Name] To Server [Server Name] with Error : Unable to take backup to Replication Server
On backup completion, a message "there were no modified files" is shown though several files were actually modified
SG: Unable to allot backup space
StoreGrid not able to backup over the internet
StoreGrid doesn’t seem to work in XP SP2
Backup of trial customers stop at 100MB though enough space is allocated in the server
StoreGrid Server is not listed in the "Backup Servers" list
StoreGrid has exited, do you want to restart it
"Apache.exe could not be replaced" message during installation
Linux installation fails while installing GD/PHP (applicable only to versions older than 2.3)
No connection could be made because the target machine actively refused it.
"Cannot export .\registry\regbackup.reg:Error opening the file. There may be a disk or file system error." error in Vista.
StoreGrid doesn't seem to run properly after upgrading Windows to Vista.
Error while dumping the Exchange Mail Boxes. Unable to create the PST file [or] "No new/modified files for backup"
Dump location does not have enough space to export the PST file
Error while creating the dump location <Dump_Location>
Users Mailbox/folder are not listed in the "Create Exchange Mailbox Backup" page.

Description of the Error Codes

Common StoreGrid Error Codes and their corresponding description are listed below. If you require further clarification on these or if you encounter a different error code from those listed below, contact us at storegrid-support@vembu.com

Error Codes	What does this error code mean?
SG0083	This error occurs when : The socket connection between the Client and the Server gets disconnected due to any external force such as an Internet Link error, Intrusion Detection software, Antivirus software or NAT/Firewall Idle socket configuration. Click here for the resolution Exceeding allotted backup space in the server. Click here for the resolution
SG0198	This error occurs when the socket connection between the Client and the Server gets disconnected due to any external force such as a. Internet Link error, b. Intrusion Detection software, c. Antivirus software, d. NAT/Firewall Idle socket configuration. Click here for the resolution
SG0145/SG0134	Problem in resolving Backup Server Name and IP Address, DNS Lookup for Backup Server Name or IP Address failed. Click here for the resolution
SG0147/SG0136	Problem in connecting to Backup Server, Backup Port (32004) not opened up in NAT/Firewall or StoreGrid not running. Click here for the resolution
SG0200	No drive space available in the Backup Server to continue the backups
SG0191	Active backup is suspended in the client or the Backup Server
SG0178	Exceeding allotted backup space in Backup Server
SG0180	Backup space not configured for the client in the Backup Server
SG0601	Failed to initialize the compression module to compress file contents for backup
SG0094	Unable to read the file during time of backup
SG0290	Backup schedule is active during delete schedule configuration, suspend the backup and schedule delete
SG0291	Backup schedule Restore is active during delete schedule configuration, suspend the backup and schedule delete
SG0292	Backup schedule Delete is in progress, Delete schedule updated
SG0170	Unable to send out delete request to Backup Server for deletion of backup data from client
SG0132	Invalid remote socket. Click here for the resolution
SGRP0001	No Server available for Replication. Click here for the resolution
Error Code 21	Cannot Start Storegrid or Error in Starting StoreGrid. Click here for the resolution

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StoreGrid reports an error "MAPI_E_NOT_FOUND" when trying to configure mailbox level backup in 2007 Exchange server (64 bit) machines.

Cause :

StoreGrid uses Microsoft's MAPI client component installed in the Exchange Server to backup the Exchange MailBoxes. For 64-bit environment the MAPI client component is yet to be released by Microsoft. StoreGrid, therefore, cannot support backing up Exchange Mailboxes in 64-bit machines.

Resolution :

However, we have a work around to backup Exchange Mailboxes in 64-bit Exchange Server 2007 using MAPI 32-bit client component and 32-bit StoreGrid client installed in the 64-bit machine.

The MAPI 32-bit client component is available at
http://www.microsoft.com/downloads/details.aspx?FamilyID=e17e7f31-079a-43a9-bff2-0a110307611e&DisplayLang=en

Please note that this workaround is to backup the Exchange Server 2007 Mailbox in 64-bit environment using 32-bit exe. With this 32-bit exe you should not backup SQL Server database, Exchange Server Information Stores[used under disaster recovery cases], system-state backup of the 2007 Exchange Server. And also you should not configure file backups with VSS option [option to backup open files] - as these backups will not work with the 32-bit StoreGrid exe running in the 64-bit machine.

To apply the workaround follow the steps given below:
1. Install StoreGrid in a Windows[32-bit] machine.
2. Stop StoreGrid in your Exchange Server 2007 64 bit machine.
3. Rename the executable file "StoreGrid.exe" to "StoreGrid_64bit.exe" in the location "<StoreGrid Home>/bin" in the 2007 Exchange Server.
4. Copy the "StoreGrid.exe" from the 32-bit machine to the 2007 Exchange Server.
5. You can now uninstall StoreGrid in the 32-bit machine.
6. Start StoreGrid in the 2007 Exchange Server.
Now look for the mapisvc.inf file in 64 bit Exchange Server at the location "C:\WINDOWS\system32". The MAPISVC.INF file should have the information of the Microsoft Personal Folder store service. If this file does not have this information, then the Exchange MailBox dump will fail with an error indicating that it is unable to create the PST file. If you have installed Outlook in the Exchange Server machine it may also exist in the common system program files area (e.g. C:\Program Files\Common Files\System\Mapi\1033). If you have multiple versions of this file then you should make sure that they are the same.

Verify the file has an entry for the Microsoft Personal Folder store service. You can determine this by looking for the following information. If this information is not in the file then you need to add it in the proper sections:

Note: Please take copy of your "mapisvc.inf" file before making any changes.

[Services]
MSPST MS=Personal Folders File (.pst)

[MSPST MS]
Providers=MSPST MSP
PR_SERVICE_DLL_NAME=mspst.dll
PR_SERVICE_INSTALL_ID={6485D262-C2AC-11D1-AD3E-10A0C911C9C0}
PR_SERVICE_SUPPORT_FILES=mspst.dll
PR_SERVICE_ENTRY_NAME=PSTServiceEntry
PR_RESOURCE_FLAGS=SERVICE_NO_PRIMARY_IDENTITY

[MSPST MSP]
34140102=4e495441f9bfb80100aa0037d96e0000
PR_PROVIDER_DLL_NAME=mspst.dll
PR_SERVICE_INSTALL_ID={6485D262-C2AC-11D1-AD3E-10A0C911C9C0}
PR_RESOURCE_TYPE=MAPI_STORE_PROVIDER
PR_RESOURCE_FLAGS=STATUS_DEFAULT_STORE
PR_DISPLAY_NAME=Personal Folders
PR_PROVIDER_DISPLAY=Personal Folders File (.pst)

For more information on the format of the MAPISVC.INF file see the following Microsoft article:
http://support.microsoft.com/kb/294470

After modifying the mapisvc.inf file, please check whether the Mailboxes get listed in Step 2 in the Backup -> Create Exchange Mailbox Backup page in the StoreGrid web console.

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SG0147/SG0136: Unable to connect to the Backup Server

Cause:

This error occurs when
1. Client is not able to connect to the Backup Server's Backup Port (default 32004).
2. StoreGrid is not started in the server machine, therefore Backup Port (default 32004) is not occupied by StoreGrid.
Resolution:
1. Confirm if the client is able to connect the Backup Server's Backup Port (default 32004) by executing telnet <Server Name/IP Address> <Backup Port> command in the StoreGrid Client system through the command prompt.
2. If the telnet command doesn't work, then check the firewall configuration of the StoreGrid Server and make sure the Backup Port (default 32004) is open for the incoming traffic.
3. Check that the StoreGrid server is running in your StoreGrid Server machine and the Backup Port is in LISTEN state by executing netstat -an | find <Backup Port> [in Windows OS] or netstat -an | grep <Backup Port> [in Linux OS] in StoreGrid Backup Server system.
4. If Backup Port is not in LISTEN state, start the StoreGrid in the Backup Server. Also make sure StoreGrid is running in either Server Only or in Client-Server mode in the StoreGrid Server.
5. If the Backup Port is in LISTEN state and telnet command fails, make sure the Backup Port is open in the Backup Server network's NAT/Firewall settings.
6. Also confirm that both the backup server and the client are configured with the same Backup Port (by default, the port should be 32004). Verify this by checking the <StoreGrid Home>/conf/SGConfiguration.conf file.
7. Refer the following URL to know more about NAT/Firewall configurations. http://www.vembu.com/storegrid/help/nat-firewall-configuration.html
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SG0198: Connection failure error / SG0083: Unable to send backup details to server

Cause:

These errors occur when the connection between a client and the Backup Server is closed prematurely by an external force, while the StoreGrid is actively processing the backup data to the Backup Server. The external forces may be:
1. NAT/Firewall configurations.
2. Low end routers/switches.
3. Intrusion detection software.
4. Internet-link error.
Resolution:
1. Most routers, NATs and firewalls keep a track of all connections made through them. They will assume a connection to be dead if no data is transferred in either direction for a certain time interval and they may then close the network connection. Hence, check the “Idle Socket Timeout” configuration in the NAT/Firewall settings.
2. The premature closure of the connection can be prevented by configuring either the Keep Alive Time in the Windows Registry or by configuring the Application Level Keep Alive Time (available since StoreGrid 2.2 Release) For details, refer to the FAQ section at http://www.vembu.com/storegrid/network-backup-faq.html #Network-Backup-Faq34.
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SG0132: Invalid remote socket

Cause:

This error message occurs when StoreGrid client exits or its connection is closed when the backup is in progress. Check the Client side historical backup report from the Backup -> List Backup Schedules -> Backup Summary Report(action) -> Click to view historical backup report (link). The historical backup report page will show one of the following errors:
1. 'StoreGrid stopped during backup' – This error indicates that either the StoreGrid process was stopped during backup or the StoreGrid Client machine was shutdown/restarted while the backup was in progress.
2. 'Unable to send backup details...' - This error indicates that the socket connection was closed prematurely. Check the timeout settings in the server side NAT/Firewall settings. Sometimes an existing socket connection is closed when the socket remains idle for a specified time period.
Resolution:
1. Check the StoreGrid FAQ on the same error at http://www.vembu.com/storegrid/network-backup-faq.html #Network-Backup-Faq34
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SG0145/SG0134: Unable to get target machine

Cause:

This error occurs when there is a problem in resolving the Backup Server's name at the client side. This can be verified by running the following commands in the client machine's command prompt:
1. ping <Backup Server Name> command.
2. nslookup <Backup Server Name> command.
If the above commands work, then the StoreGrid should be able to resolve the Backup Server's hostname. If the above commands fail, then check the DNS configurations on the client side and make sure that the client is able to lookup Backup Server's hostname. Also, try running the telnet <Backup Server Name> <Backup Port> (by default the Backup Port is 32004) command in the client machine. If the telnet command works (shows a blank console screen), then backup should work.

Resolution:

If the client is not able to resolve the Backup Server's hostname, try configuring the backup with the Backup Server's IP address as the server name by following the steps given below:
1. Go to the Administration -> Add/Delete peer page in the StoreGrid Client web console.
2. Delete the Backup Server name from the list of StoreGrid running machines.
3. Add the IP address of the Backup Server in the Add Peer. Now the IP address of the Backup Server will be listed in the list of backup servers in the Backup -> Add Backup schedule page.
4. Configure a backup using the Backup Server's IP from menu Backup -> Add Backup Schedules page.
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SGRP0001: No Server available for Replication

Cause:

This error will occur if the Backup Server is unable to connect to the Replication Server during the replication process due to one of the following reasons:
1. Replication Server is not running in the system.
2. Backup Server is not able to resolve the Replication Server's hostname due to DNS lookup issue.
3. Replication Port (default: 32004) is not open in the Replication Server side NAT/Firewall/Router settings.
Resolution:

Use the following commands to check the connectivity from Backup Server to Replication Server:
1. ping <Replication Server Name>
2. nslookup <Replication Server Name>
3. telnet <Replication Server Name> <Replication port>
If the above commands work, then replication should also work. If the ping and nslookup commands fail, then it is a DNS lookup issue for the Replication Server hostname from the Backup Server. If the telnet command fails, then check if the Replication Port is open in the firewall at the Replication Server and make sure StoreGrid Replication Server is running in that port.

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SG0083: Exceeding allotted backup space in the server

Cause:

This error occurs if the client is trying to use more backup space than the allotted space.

Resolution:
1. Check the allotted space for the particular client in the Backup Server.
2. To increase the space for the client in Backup Server, go to Server Admin -> Customer Management -> [Customer_Name] ->Edit Configuration (Action for the particular Client) page and enter the required space in Space Allotted field. Refer to the URL http://www.vembu.com/storegrid/sp-help/PageHelp/client-backup-configuration.html for more details.
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Server incorrectly shows that a backup is still in progress when the client has suspended the backup

Cause:

This error occurs when the TCP connection between the client and the server is closed prematurely, due to which though the backup was suspended in the client, the server thinks that the backup is still in progress. In the next incremental backup schedule from the client, StoreGrid will reset the status of the backup schedule in the Backup Server. If the reset of active status completes successfully, then the StoreGrid client will continue the backup. However, if for some reason the reset of active status fails, then backup will fail with the 'Backup in progress' error message in the client's backup report.

Resolution:
1. This error should be cleared during the next backup schedule. If it doesn't, then try restarting the Backup Server once to see if this error goes off in the subsequent schedule.
2. This issue is fixed in v2.3 by updating the status based on the Keep Alive messages (for each backup schedule) received from the clients.
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Clients not backing up to the server after moving the clients from trial customer

Cause:

This error could occur if the client is deactivated or the customer doesn't have enough MSPEUs.

Resolution:

Make sure that the customer and client are not deactivated by going to the Server Admin -> Customer Management page and then checking the action (activate/deactivate) for the particular customer. To check the client status, go to Server Admin -> Customer Management -> <Customer Name> page and check the action (activate/deactivate) for the particular client.
1. Ensure sufficient MSPEUs are available for the customer.
2. Check the MSPEU's configuration to verify the MSPEU's limit set to the particular customer.
3. Increase the allotted MSPEU or edit the MSPEU configuration for the customer to AUTO by choosing the option Automatically use MSPEUs from the Server Admin -> Customer Management -> <Customer Name> -> Edit Configuration page.
4. Now, try configuring the backups from the client to the server and check if the error is resolved.
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Problem in accessing the snapshot device while opening file

Cause:

This error appears when the StoreGrid is unable to open the configured files for backup from the snapshot device, when the 'Volume Shadow Copy' option is enabled for the backup schedule. This happens if the file to be backed up doesn't exist when the snapshot is performed, but exists while StoreGrid is listing the files for backup.

Resolution:

StoreGrid will backup these skipped file(s) in the subsequent backup schedules
1. Check the skipped files count in the next schedule.
2. If the problem persists, try disabling the 'Volume Shadow Copy' option for that backup schedule through the Backup -> List Backup Schedules -> Edit(Action for the particular backup) -> Advanced Options page.
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“Error Code 21 Cannot Start Storegrid” message from the tray / “Error in Starting StoreGrid" message from StoreGrid Tray

Cause:

These errors occur when the StoreGrid tray is unable to start the StoreGrid Application or the Service. The reason could be one of the following:
1. The StoreGrid Tray application doesn't have permissions to start the StoreGrid Service.
2. The StoreGrid Application file is not available at the StoreGrid Tray Applications path, i.e <StoreGrid Home>\bin location.
3. Another instance of StoreGrid is already running in the machine.
Resolution:
1. Check if the StoreGrid Tray Application is running in an user account who has privileges to start the StoreGrid Service.
2. Check if the StoreGrid service's logon user has enough privileges to start Windows services.
3. Check if any other StoreGrid instance is already running in the system. You can verify this by checking for "StoreGrid.exe" process in the 'Task Manager' tool. If there is already another instance running, try stopping that process and then starting it again.
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Your StoreGrid license has expired. Number of StoreGrid Installations exceeded 1. Backups disabled.

Cause 1:

System name/IP addresses are duplicated in the Administration -> Add/Delete Peer page

Resolution:
1. Stop StoreGrid application.
2. Rename the "<DB Storage Location>/data/sgdisc.db" to "sgdisc.db.org" file.
3. Start the StoreGrid application.
Cause 2:

More than one StoreGrid instance is trying to use the same license key. The applied StoreGrid license is shared by other StoreGrid instances running in the same network. If there is a StoreGrid instance running in trial-user mode or with expired license period, then the license key from a Server running on a valid license will be propagated to that StoreGrid instance.

Resolution:

Apply valid server licenses on the servers through Administration -> Apple License Key to Server page. Applying a valid license on the server will fix this issue.

Cause 3:

This error could occur if the Backup Server has multiple network cards and the localhost entry is duplicated in the Administration -> Add/Delete Peer page.

Resolution:

If this is the case, bind the StoreGrid application to a particular IP address/subnet only by following the steps below.
1. Stop the StoreGrid.
2. Open <StoreGrid Home>\conf\SGConfiguration.conf file in a text editor.
3. Provide the private IP address value in the IPAddress attribute of the <StoreGrid> tag and save the file.
4. Restart the StoreGrid application.
The StoreGrid application will be bound to the specified IP Address now. If peer system name/IP addresses are duplicated in the Administration -> Add/Delete Peer page, then the peer should be deleted from the Add/Delete Peer page. The following steps will rediscover the StoreGrid peers again and update itself correctly after restart.
1. Stop StoreGrid application.
2. Rename the "<DB Storage Location>/data/sgdisc.db" to "sgdisc.db.org" file.
3. Start the StoreGrid application.
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Client did not receive a valid license from the Backup Server

Cause:

This error occurs if the client does not have enough MSPEUs for the Customer in the Backup Server. StoreGrid will validate the MSPEU allotted for the client based on the MSPEU pool allotted to the Customer or globally on the Server. The MSPEUs will be used every month for the clients in the Backup Server based on the client's operating system and the usage of Advanced SQL & Exchange Server Plugins in the client.

Resolution:

Apply MSPEUs for the customer. For more information on MSPEUs and their usage in the Backup Server, refer to the following URLs:
1. For MSPEU Management : http://www.vembu.com/storegrid/sp-help/PageHelp/mspeu-management.html
2. To Add MSPEUs : http://www.vembu.com/storegrid/sp-help/PageHelp/add-mspeus.html
3. For MSPEU Utilization : http://www.vembu.com/storegrid/sp-help/PageHelp/mspeu-utilization.html
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Your StoreGrid license has expired. License period elapsed, Backups disabled

Cause:

This error might occur in a StoreGrid client if StoreGrid is installed in Client-Server mode in the client machine.

Resolution:

If the StoreGrid is running as a Client-Server, then a valid server license is needed in that machine. Therefore, it is recommended that all the clients are installed in Client Only mode.
1. If the client is a Windows OS machine, then right click the StoreGrid Tray icon, go to Change StoreGrid Mode menu and select the Client option mode.
If the client is running in a non-Windows machine, then the StoreGrid mode can be changed manually by following the steps given below:
1. Stop StoreGrid.
2. Edit the <STOREGRID_HOME>/conf/SGConfiguration.conf file and change the value of StartModule in Module tag. The possible values of StartModule attribute and the corresponding modes of StoreGrid installation are listed below.
  
  601 - Server only
  
  602 - Client only
  
  603 - Client-Server
  
  609 - Replication Server
  
  Change the StartModule attribute value to 602 for Client and save the file.
3. Start StoreGrid.
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Customer Migration failed. The target customer does not have enough licenses (MSPEUs)

Cause:

The error message occurs when there are not enough MSPEUs available for the customer to which the clients are being migrated. If the 2.1.1 Backup Server has been upgraded to 2.2.1 version, then the client license details are automatically migrated to the necessary MSPEUs when the client license is added in the Backup Server. If the older version is uninstalled and 2.2.1 installed afresh in the Backup Server, the licenses added in the 2.1.1 version will not be converted to MSPEUs.

Resolution:
1. If the paid customer doesn't have enough MSPEUs for the new clients, generate the necessary MSPEUs through the Partner Zone from your existing SPEU credits and add them to the Backup Server using Server Admin -> MSPEU management -> Add MSPEUs page in the StoreGrid Web console.
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Failed to authenticate this client with the Backup Server

Cause 1:

If Deny Auto Authorization is enabled in the Backup Server.

Resolution:

Enable Allow Auto Authorization option for the particular customer and check.

Cause 2:

If there is a password mismatch between the Backup Server and the Client.

Resolution:

If this is the case,
1. Reset the client's password in the StoreGrid Backup Server. Go to Server Admin -> Customer Management -> [Customer Name] -> Reset Password (Action for the particular client) page in the backup server's web console.
2. Reset the server password for the client through Administration -> Advanced option -> Reset Password (Action for the Backup Server) page in StoreGrid client's web console.
3. Authorize a new password (for both client and server) by editing the password in the Backup Server in Server Admin -> Customer Management -> [Customer Name] -> Edit Client Configuration page in the server web console and then authorizing the client with the same password from the Administration -> Advanced Options -> Authorize Client page in the client web console.
4. Resume the backup schedule and check if it works.
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Backup request failed for backup [Backup Name] To Server [Server Name] with Error : Unable to take backup to Replication Server

Cause:

This error will occur if the Backup is configured directly from the StoreGrid client to the StoreGrid Replication Server.
1. The StoreGrid Replication Server will not accept the backup request from StoreGrid Clients.
2. StoreGrid Replication Server is designed only for receiving replication requests and replication data from the Backup Server and to handle restore requests from the client.
3. Similarly, the StoreGrid Backup Server is designed for receiving Backup/Restore Requests from the client.
4. Hence, Replication Server will not process the backup request from the StoreGrid client.
Resolution:
1. Configure backup from StoreGrid client to StoreGrid Backup Server.
2. Enable replication in the StoreGrid Backup Server for the corresponding customer.
3. The client will backup to their server and the backup data on the server will be replicated to Replication Server.
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On backup completion, a message "there were no modified files" is shown though several files were actually modified

Cause:

This error might occur if files to be backed up are from a mapped drive and Automatic Directory Monitoring is enabled for the backup.
1. StoreGrid client running on Windows OS can use the Windows Directory Monitoring to get a notification when a file configured for backup is added/deleted/modified.
2. These notifications are saved in the database to create the list of files that need to be backed up during the next backup schedule.
3. However, notifications are not sent by the Directory Monitoring when the files modified/deleted/updated are in a mapped drive.
4. Therefore, StoreGrid will not be able to identify the changed files when Automatic Directory Monitoring is enabled for backup of files from a mapped drive.
Resolution:
1. Disabling Automatic Directory Monitoring should resolve this issue.
2. Uncheck Automatic Directory Monitoring in the Backup -> List Backup Schedules -> Edit Backup Configuration (Action for particular backup) -> Advanced Options page.
3. If the backup is already in progress, then suspending and resuming it manually will make the StoreGrid list all files/folders for backup again and therefore the files will get picked up.
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SG: Unable to allot backup space

Cause:

This error will occur if the sum of the allotted space for all the clients is larger than the total allotted space for the Backup Server.

Resolution:
1. Before increasing the space for a client, confirm if the server has enough allotted space.
2. Then increase the allotted space for the client.
3. If the server does not have the necessary space, increase the allotted space for the Backup Server by going to Server Admin -> Server Settings page and then increase the allotted space for the client.
4. After increasing the allotted space for the client in the Backup Server, schedule the backup from the client and check if the backup is successful.
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StoreGrid not able to backup over the internet

Cause:

StoreGrid is not able to connect to the server on the Backup Port (default 32004).

Resolution:
1. Check the Backup Server side NAT/firewall settings. Make sure the incoming traffic on the Backup Port (default 32004) to the Backup Server is not blocked.
2. Run a quick check for the connectivity from the client with the command telnet <server name/server IP Address> <Backup port>.
3. If this command works, then the client should be able to backup to the server over the internet. If it fails, then make sure that Backup Port (32004) is open in the Firewall/NAT configuration in the network where the server is installed.
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StoreGrid doesn't seem to work in XP SP2

Cause:

In Windows XP SP2, the firewall is enabled by default. StoreGrid can neither discover other StoreGrid peers nor it can backup data to other machines.

Resolution:

Either disable the firewall settings or enable the ports for StoreGrid to work.
1. To disable the firewall, follow the steps below:
  1. Open START->CONTROL PANEL->WINDOWS FIREWALL
  2. Select Exceptions tab
  3. Under 'Programs and Services', click on Add Programs button
  4. Browse and choose the StoreGrid.exe and Apache.exe. StoreGrid.exe is located at "InstallDir"\Vembu\StoreGrid\bin directory. Apache.exe is located at "InstallDir"\Vembu\StoreGrid\apache directory. "InstallDir " is the location where StoreGrid is installed (by default it is C:\Program Files).
  5. Select OK to save the configuration and exit. StoreGrid can now use any TCP/UDP ports as the firewall settings have been disabled for the StoreGrid and Apache applications.
2. Enable to the following ports:
  
  TCP Ports: 32004, 32005, 6060, 6061
  
  UDP Ports: 32006, 6363, 6364
  1. Open START->CONTROL PANEL->WINDOWS FIREWALL
  2. Select Exceptions tab
  3. Under Programs and Services, click Add Port button
  4. Add 4 TCP Ports with unique names, allowing TCP Port numbers 32004,32005, 6060 and 6061.
  5. Add 3 UDP Ports with unique names, allowing UDP Port numbers 32006,6363 and 6364.
  6. Select OK to save the configuration and exit.
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Backup of trial customers stop at 100MB though enough space is allocated in the server

Cause:

From StoreGrid 2.2 release, StoreGrid Backup Server by default allocates 100 MB of disk space for the trial customers.

Resolution:
1. This default value can be changed through the server webconsole Server Admin -> Customer Management -> Configuration Settings For Trial Clients (icon) page. However, the changed space allocation configuration will be applicable only to the new trial clients
2. To change the space allocated for the existing trial customers, go to Server Admin -> Customer Management -> <Customer_Name> (Link) -> Edit Configuration (Action for the particular client) page in the StoreGrid server webconsole.
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StoreGrid Server is not listed in the "Backup Servers" list

Cause:

StoreGrid automatically discovers other StoreGrid peers in a network using various means (multicast, UDP port scan, TCP port scan etc). If for some reason a StoreGrid server or client is not discovered automatically, it will not be listed in the 'Backup Servers' list.

Resolution:

Manually add the StoreGrid peer to the list from the menu item Administration->Add Peer. In the "Add Peer" page, enter the StoreGrid peer’s name or IP address. This is especially relevant if some peers are outside the network (as in the case of remote online backups).

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StoreGrid has exited, do you want to restart it

Cause:

This error appears when StoreGrid application is shutdown and Windows does not clean up the TCP network connections.

Resolution:

Run the command netstat -a from a command window (Start > All Programs > Accessories > Command Prompt) and check if the TCP ports 32004 or 32005 are in listening mode. If the ports are in listening mode, then the system has to be restarted.

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"Apache.exe could not be replaced" message during installation

Cause:

This happens when the StoreGrid web server service (which uses Apache) did not exit properly when the previous installation of StoreGrid service was deleted.

Resolution:

Open the windows task manager and kill any instances of php and apache that is running. If this does not help, open the Control Panel->Administrator Tool->Services and stop the StoreGrid Web server service and then proceed with the install.

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Linux installation fails while installing GD/PHP (applicable only to versions older than 2.3)

Cause:

StoreGrid uses Apache, GD and PHP for its browser based user interface. StoreGrid is bundled with Apache, GD and PHP source files and these files get compiled during installation. StoreGrid installs Apache, GD and PHP in "/Vembu/StoreGrid" directory. And it is packaged with the modules that are required for StoreGrid user interface. If the required packages or third party libraries are not present, then the compilation will fail.

Resolution:
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No connection could be made because the target machine actively refused it

Cause 1:

StoreGrid application is not running in the system.

Resolution:

In Windows OS.
1. Confirm if the StoreGrid application [StoreGrid.exe] is running in the system by using "Task Manager".
2. If the application is not running, start StoreGrid through the StoreGrid system tray application.
In Linux OS
1. Verify if the StoreGrid application is running in the system by executing the command 'ps -e |grep StoreGrid'.
2. If the application is not running, it can be started by running the "sh startStoreGrid.sh" script in <STOREGRID_HOME> directory.
Cause 2:

The StoreGrid webconsole is unable to connect the StoreGrid applications UI communication port [by default, 32005].

Resolution:

Confirm if the StoreGrid is in the listening mode at the UI communication port.

In Windows OS
1. Verify this by running the command 'netstat -an | find "32005"' in the command prompt to check if the port 32005 is in LISTEN state.
2. Run the "telnet <machine name> 32005" command in command prompt to confirm if the webconsole can access the StoreGrid application UI communication port.
3. If any personnel firewall/intrusion detection tools are installed in the system, try adding the StoreGrid.exe, SGTray.exe applications and 32005 default port in the NAT/Firewall configuration's exception list and login to the StoreGrid’s webconsole.
In Linux OS.
1. Verify this by running the command 'netstat -an | find "32005"' in the command prompt to check if the port 32005 is in LISTEN state.
2. Run the "telnet <machine name> 32005" command in command prompt to confirm if the webconsole can access the StoreGrid application UI communication port.
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Cannot export .\registry\regbackup.reg:Error opening the file. There may be a disk or file system error." error in Vista.

Cause:

This error message shows up in Windows Vista when the user does not have full administrator privileges. In Vista, an application can be run as a service only by the Administrator account. A user account cannot run it as a service even if it has all the administrative privileges.

Resolution:
1. Select StoreGrid build exe.
2. Right click the exe and "run as an administrator".
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StoreGrid doesn't seem to run properly after upgrading Windows to Vista.

Cause 1:

If StoreGrid was installed in an older version of Windows and then if the OS was upgraded to Vista, StoreGrid may fail to run.

Resolution 1:

Install (upgrade) the same version of StoreGrid again on top of the existing install.

Cause 2:

StoreGrid is installed under C:/Program Files in Vista.

Resolution 2:

Make sure you run StoreGrid with the option "Run as Administrator". The reason been, Vista allows an application to access the 'Program Files' folder only when run as an administrator user. You can enable the 'Run as Administrator' option for the <StoreGrid Home>\bin\StoreGrid.exe application from it's file properties dialog through 'Compatibility' tab -> 'Privilege Level' -> 'Run this application as administrator' option.

If you don't have administrator access or if you don't want to run StoreGrid under the administrator account, make sure you install StoreGrid under your user account folder or install it in a folder which is not under 'Program Files'.

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Error while dumping the Exchange Mail Boxes. Unable to create the PST file [or] "No new/modified files for backup"

Cause1 :

StoreGrid is installed as service in 'Local System Account' or logon user without "Full Mailbox" rights on Exchange Server.

Solution1 :

If you have installed StoreGrid as service in 'Local System Account', change the StoreGrid service's logon account to the user account who has the "Full Mailbox" rights on Exchange Server. You can change the StoreGrid service's logon account type by following the steps:
1. Open the Services control applet through "Control Panel -> Administrative Tools -> Services" shortcut or by running "services.msc" command in "Start -> Run" tool.
2. Select the StoreGrid service and then open its Properties dialog.
3. In the StoreGrid services Properties dialog, go to the "Logon" tab and update the user logon to be of the power user or a user who has full Administrative privileges to run the StoreGrid service.
4. After providing the correct user name and password details, click 'Apply' and 'Ok' to apply the changes.
5. Restart the StoreGrid service.
Cause2 :

'MSPST MS' is not configured in the Exchange Server.

Solution2 :

Add the 'MSPST MS' service by modifying the MAPISVC.INF file.

The MAPISVC.INF file should have the information of the Microsoft Personal Folder store service. If this file does not have this information, then the Exchange MailBox dump will fail with an error indicating that it is unable to create the PST file.

The MAPISVC.INF file is usually located in the Windows system directory (e.g.C:\Winnt\System32). If you have installed Outlook on the Exchange Server machine it may also exist in the common system program files area (e.g. C:\Program Files\Common Files\System\Mapi\1033). If you have multiple versions of this file then you should make sure that they are the same.

Verify the file has an entry for the Microsoft Personal Folder store service. You can determine this by looking for the following information. If this information is not in the file then you need to add it in the proper sections:

[Services]
MSPST MS=Personal Folders File (.pst)

[MSPST MS]
Providers=MSPST MSP
PR_SERVICE_DLL_NAME=mspst.dll
PR_SERVICE_INSTALL_ID={6485D262-C2AC-11D1-AD3E-10A0C911C9C0}
PR_SERVICE_SUPPORT_FILES=mspst.dll
PR_SERVICE_ENTRY_NAME=PSTServiceEntry
PR_RESOURCE_FLAGS=SERVICE_NO_PRIMARY_IDENTITY

[MSPST MSP]
34140102=4e495441f9bfb80100aa0037d96e0000
PR_PROVIDER_DLL_NAME=mspst.dll
PR_SERVICE_INSTALL_ID={6485D262-C2AC-11D1-AD3E-10A0C911C9C0}
PR_RESOURCE_TYPE=MAPI_STORE_PROVIDER
PR_RESOURCE_FLAGS=STATUS_DEFAULT_STORE
PR_DISPLAY_NAME=Personal Folders
PR_PROVIDER_DISPLAY=Personal Folders File (.pst)

For more information about the format of the MAPISVC.INF file see the following Microsoft article:
http://support.microsoft.com/kb/294470

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Dump location does not have enough space to export the PST file

Cause :

The dump location configured for this backup schedule doesn't have enough free space to store the *.PST files.

Resolution :

Increase the free space or cleanup the used space for the drive which is configured as dump location for this backup schedule. Location configured for dump process can be viewed from the view backup configuration of that backup schedule.

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Error while creating the dump location <Dump_Location>

Cause :

The configured dump location for that particular backup schedule is not accessible or StoreGrid does not have enough permission to access the directory.

Resolution :

Make sure that the dump location drive exist in your StoreGrid client. If that drive exist, provide enough write permission to the user under which StoreGrid is installed.

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Users Mailbox/folder are not listed in the "Create Exchange Mailbox Backup" page.

Cause :

StoreGrid would fail to list the Exchange Users Mailbox folders for the following reasons.
1. Mailbox which was accessed does not exist in the Exchange Server or invalid logon information being used to list the users Mailbox.
2. Insufficient rights on the Exchange user mailbox.
Resolution :

Exchange Mail Level Backup requires "Full Control" access on the Exchange Server for the user account under which StoreGrid service is running.

Please follow the instructions given below to grant the required access for the logon user.

For mailboxes located within a specific server
1. Start Exchange System Manager.
2. Locate your server object within the appropriate Administrative Group. Right-click it and choose Properties option.
3. In the Properties dialog, go to the Security tab.
4. Click Add, click the user or group who you want to have access to the mailboxes, and then click OK.
5. Ensure that the user or group is selected in the Name box.
6. In the Permissions list, click Allow next to Full Control, and then click OK. And make sure that there is no Deny checkbox selected next to the Send As and Receive As permissions.
7. Click Ok to save all configurations.
8. Restart the Microsoft Exchange Information Store.
Refer the following url for more details on granting the full mailbox rights on Exchange Server, http://www.petri.co.il/grant_full_mailbox_rights_on_exchange_2000_2003.htm

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Technical support-