8-3
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Backup, Restore, and Update Problems
• Page Not Found message is displayed during Restore or Upgrade, page 8-4
• Restore fails due to a file not being found, page 8-5
• Restore failed for a one-node system, page 8-5
• Restore failed on a two-node system that had run before the Restore, page 8-6
• Restore failed on a two-node system that was re-imaged, page 8-7
• Some RmCm configuration is missing after Upgrade, page 8-8
Backup, Restore, and Upgrade cannot be started from a client desktop
Symptom Backup, Restore, and Upgrade cannot be started from a client desktop.
Error Message Backup and Restore or Upgrade displays an exception or a 'Page Not
Found' message.
Possible Cause When an exception is displayed by Backup and Restore or Upgrade, please check the logs
in the c:\program files\wfavvid\log\MCVD folder and search for the keyword: 'backup_fail'. This
will show the cause of the failure. If the message is not understandable, please contact TAC. If the
'Page Not Found' message is displayed, please contact TAC since the CRS Node Manager service
has restarted for some reason.
Recommended Action Start Backup and Restore or Upgrade from the CRS server desktop.
During Backup, Restore, or Upgrade, an exception is seen in UI
Symptom During Backup, Restore, or Upgrade, an exception is seen.
Error Message To see the error message, open the C:\Program
Files\wfavvid\log\MCVD\MCVDXXX.log where the time of the failure occurred. Search
for the keyword: 'BACKUP_FAILED', 'RESTORE_FAILED', or 'UPGRADE_FAILED' based on
type of failure. An exception with stack trace will be shown next to this text.
From the error message, go down to the last exception shown and look for the following keyword to see
which component failed:
• com.cisco.archive.* - Indicates general issue with ArchiveManager.
• com.cisco.archive.impl.component.config.* - Indicates issue with saving or restoring configuration
such as properties files.
• com.cisco.database.* - Indicates issue with database.
• com.cisco.wf.spanlinkBackupRestore.* - Indicates issues with Spanlink components.
• com.cisco.wf.jtapi.archive.* - Indicates issue with JTAPI configuration.
• com.cisco.wf.cme.archive.* - Indicates issue with CME configuration.
• com.cisco.restoreadmin.jtapiresyncwizard.* - Indicates issue with JTAPI wizard synchronization of
Route Points, CTI Ports.
• com.cisco.restoreadmin.cmevalidate.* - Indicates issues with CME validation wizard.
Recommended Action Please contact TAC based on information in Cause to find appropriate specialist.