DLO 7.6 History not updating

[DanEW]

I've installed the DLO 7.6 client on 10 users, but only one of the clients is updating the history on the backup device. I've verified that it's not just the admin console not seeing the history, the log files are not being written to the backup device with the exception of that one client.

We started with the 5 client DLO that was included with Backup Exec 2010 R3 - the server is Windows server 2008 R2 standard and the workstations are Windows 7 Professional 32 bit. History was updating initially. We then upgraded to DLO 7.5, 10 user, and moved the user backups to a NAS device (Netgear ReadyNAS) and at this point the only client that continued to update history was the last client installed, and this was not one of the original 5 clients. We upgraded to version 7.6 when it became available but it did fix the history problem. Note - we could not add the NAS as a storage location in the admin console so we had to add clients using the local storage location and then move them to the NAS.

The one client that works updates history without fail so I have compared the settings and user rights on the NAS for this client to the non-updating clients (several times) and can find no difference. I do see alerts from other clients on the admin console. Please help me get history working for all clients.

[VJware]

Can you confirm under which accounts are DLO services and the SQL instance running under ?

Are you using the same account (which is used by the DLO service) to launch the DLO console ?

Can you verify the Share and Security permissions on the NUDF for the DLO and the SQL service accounts ?

[DanEW]

All DLO and SQL services are using the Local System account of the server with the exception of the DLO Administration service, which is running under an administrator account to enable it to see the NAS. The DLO console is launched while logged on using that same administrator account.

The NUDF share and Security permissions are set so that each user has Modify rights to his own shared folder and the administrator account has Full rights. And I've checked multiple times to make sure the share/security settings for the non-working clients is the same as it is for the one client that does work.

The DLO administrator service can access the NUDF, the SQL service cannot.

[VJware]

The SQL service should be using the same account as that of the DLO Administration service, i.e. a domain admin account.

[DanEW]

I configured the SQL DLO service to use the admin account and restarted the service. Client history, however, is still not being updated.

[VJware]

Would you enable verbose logging on the DLO sevrer and post / pm the logs ? Thanks.
 

[DanEW]

I enabled logging on the server but clicking view support log did not display a log, and I did not find a log in the logs folder. So I enabled logging on two different clients, the one that shows history and one that does not and I am attaching the files. The working client log begins with df- and the non-working one with tb-.

Thanks for your help with this.

[DanEW]

It's been a while since you responded. Did you see the logs I posted?

[VJware]

Would you perform the following steps and then attach the logs:-

1) Exit the DLO UI from an affected machine. Delete the .settings directory and then restart the DLO client.

2) Enable verbose logging at the client and the DLO server.

3) Keep the logging on while a backup completes on the DLO client (If needed, create new dummy files for the backup to trigger)

4) Disable logging and attach the logs from the client, DLO server.

Additionally, do ensure history logging is enabled as per http://www.symantec.com/business/support/index?page=content&id=TECH54484

[DanEW]

Performed the steps as directed. (The DLO server has been set to verbose logging since last Thursday, 1/8/15.)

I confirmed that history logging was enabled. The only difference was under log maintenance - max log file size before deleting was set to 1 MB,  increased it to 5 MB jus to be certain.

The log files are attached.

[VJware]

Per the logs, I see snippets such as ~

01/15/15 12:17:21:374 dloclientu.exe 4960: T> backupeventlogger.cpp( 363 ) BackupEventLogger::_CloseLog - start
01/15/15 12:17:21:394 dloclientu.exe 7416: G> usnwatcher.cpp( 705 ) 4503599627529516 b-1-1d030ef6a319257-00000000-0000000000-00000000-0000000000-00000000.log: rename_old 
01/15/15 12:17:21:394 dloclientu.exe 7416: G> usnwatcher.cpp( 410 ) 4503599627529516 into rename map.
01/15/15 12:17:21:394 dloclientu.exe 7416: G> usnwatcher.cpp( 705 ) 4503599627529516 b-1-1d030ef6a319257-00000003-0000000228-00000003-00000004e9-00000000.log: rename_new 
01/15/15 12:17:21:394 dloclientu.exe 4960: T> file.cpp( 715 ) foundation::File::MoveTo: C:\Users\jclement\AppData\Local\Symantec\DLO\.dlo\.logs\b-1-1d030ef6a319257-00000000-0000000000-00000000-0000000000-00000000.log ===> C:\Users\jclement\AppData\Local\Symantec\DLO\.dlo\.logs\b-1-1d030ef6a319257-00000003-0000000228-00000003-00000004e9-00000000.log : 0
01/15/15 12:17:21:394 dloclientu.exe 7416: G> usnwatcher.cpp( 705 ) 4503599627529516 b-1-1d030ef6a319257-00000003-0000000228-00000003-00000004e9-00000000.log: rename_new close
01/15/15 12:17:21:394 dloclientu.exe 7416: T> usnwatcher.cpp( 424 ) Trying to rename  to C:\Users\jclement\AppData\Local\Symantec\DLO\.dlo\.logs\b-1-1d030ef6a319257-00000003-0000000228-00000003-00000004e9-00000000.log

Does the log file exist in the above mentioned location for this particular user ? If not, would recommend to log a support case as the log file is being moved from the client to the NUDF storage and if its getting removed (maybe an AV scan is removing them), then an engineer would have to have a look @ your setup.

[DanEW]

I checked for the logs and they are where they should be on the client's PC. Then I checked the NAS for the logs and I found them there as well (!) but I only see them from the client's PC that wrote them there. If I check the NAS log folder as an administrator I'm seeing the same old log files I see through the console.

This has to be an issue with the NAS, even though I checked, re-checked, and reset the security to match the one working client multiple times. So unless you've had any experience with a Netgear ReadyNAS that you can share with me, you can close this thread.

And thanks for your help. If you hadn't gotten me looking at the log files from the client's PC I wouldn't have seen this.