Conversation Donoban

[6/22/2016 9:12:11 AM] *** Donovan Zapata would like to add you on Skype
Hi Edgar Martinez, I'd like to add you as a contact. ***
[6/22/2016 9:17:50 AM] *** Edgar Martinez has shared contact details with Donovan Zapata. ***
[6/22/2016 9:26:18 AM] Donovan Zapata: hello Edgar,
[6/22/2016 9:26:31 AM] Donovan Zapata: whenever you need any assistance at all just ping me on
skype
[6/22/2016 9:27:06 AM] Edgar Martinez: Hwy Donovan how are you?
[6/22/2016 9:27:50 AM] Donovan Zapata: doing good, what do you think about our Appassure and
Rapid Recovery applications?
[6/22/2016 9:27:52 AM] Edgar Martinez: nice to meet you, coincidentally I was writing an email to write
you
[6/22/2016 9:27:56 AM] Donovan Zapata: they can be a pain to work with
[6/22/2016 9:28:02 AM] Donovan Zapata: ah cool
[6/22/2016 9:28:30 AM] Edgar Martinez: yeah we are the fng as Wayne said
[6/22/2016 9:28:34 AM] Donovan Zapata: lol
[6/22/2016 9:28:37 AM] Edgar Martinez: the fucking new guys jaja
[6/22/2016 9:28:43 AM] Donovan Zapata: Wayne has a particular style
[6/22/2016 9:28:49 AM] Donovan Zapata: but he knows a lot
[6/22/2016 9:29:00 AM] Donovan Zapata: so just soak up the knowledge
[6/22/2016 9:29:14 AM] Donovan Zapata: i sat directly behind him when i first started in 2013
[6/22/2016 9:29:21 AM] Donovan Zapata: so i would ping him ALL the time
[6/22/2016 9:29:28 AM] Edgar Martinez: jajaja... also
[6/22/2016 9:30:42 AM] Edgar Martinez: yeah its very funny, he get her own style to teach but its a
good guy it seems to know a lot
[6/22/2016 9:31:15 AM] Donovan Zapata: he is one of the veterans
[6/22/2016 9:31:19 AM] Donovan Zapata: oh by the way,

[6/22/2016 9:31:29 AM] Donovan Zapata: yo hablo espanol,
[6/22/2016 9:32:03 AM] Donovan Zapata: si necesitas comunicarte conmigo en espanol
[6/22/2016 9:32:28 AM] Donovan Zapata: naci en Mexico pero tengo mas tiempo viviendo en Virginia
que lo que estuve viviendo en Mexico
[6/22/2016 9:32:34 AM] Edgar Martinez: ohhh also! jeje estas aprendiendo espanol o es tu lengua
nativa
[6/22/2016 9:32:46 AM] Donovan Zapata: soy de Coahuila Mexico
[6/22/2016 9:32:49 AM] Donovan Zapata: en el norte
[6/22/2016 9:32:49 AM] Edgar Martinez: ohhhh que bueno jeje yo estoy practicando el ingles aqui
[6/22/2016 9:33:12 AM] Edgar Martinez: tuve una enamorada de aguas calientes
[6/22/2016 9:34:25 AM] Donovan Zapata: ah ok, nunca viaje para esas partes
[6/22/2016 9:34:39 AM] Edgar Martinez: yo soy de Venezuela
[6/22/2016 9:34:53 AM] Donovan Zapata: cuando te mudaste a Panama?
[6/22/2016 9:35:30 AM] Edgar Martinez: hace aproximadamente un ano y pico
[6/22/2016 9:35:46 AM] Edgar Martinez: como ano y medio mas o menos
[6/22/2016 9:36:23 AM] Edgar Martinez: año
[6/22/2016 9:36:47 AM] Donovan Zapata: ah ok
[6/22/2016 9:36:57 AM] Donovan Zapata: tengo que llamarle a un cliente,
[6/22/2016 9:37:05 AM] Donovan Zapata: chateamos mas tarde
[6/22/2016 9:37:59 AM] Edgar Martinez: dale, te iba a preguntar algo, pero si quieres te lo envio y me
respondes cuando puedas, tengo un cliente con replay 4.7.2. que esta Looking to upgrade to AppAssure,
has pre upgrade inquiries.
[6/22/2016 9:39:26 AM] Edgar Martinez: estoy buscando al respecto pero no he conseguido nada que
pueda ayudarme hasta ahora para poder darle una respuesta al cliente
[6/22/2016 10:01:07 AM] Donovan Zapata: i think you cannot do an upgrade only a migration from
replay to appassure or rapid recovery
[6/22/2016 10:01:15 AM] Donovan Zapata: let me check with our replay expert
[6/22/2016 10:01:21 AM] Donovan Zapata: and i think there is a KB for the migration
[6/22/2016 10:02:28 AM] Edgar Martinez: thank you very much friend
[6/22/2016 10:04:20 AM] Donovan Zapata: migrate only which is stupid and noones does
[6/22/2016 10:04:51 AM] Donovan Zapata: i think it's a pain to do the migration
[6/22/2016 10:05:02 AM] Donovan Zapata: so clean install might be the best and cleanest option
[6/22/2016 10:05:13 AM] Donovan Zapata: they typically just keep the tevorepository dir for all their
agents and then if down the road they need to restore they just install replay on some machine n they
use the "Restoring from archived replay data" or some shit, theres a kb
[6/22/2016 10:05:27 AM] Donovan Zapata: i hope that helps
[6/22/2016 12:13:07 PM] Edgar Martinez: thanks bro
[6/23/2016 11:32:06 AM] Edgar Martinez: Hey men! hows been up?
[6/23/2016 11:32:19 AM] Edgar Martinez: how
[6/23/2016 11:32:58 AM] Donovan Zapata: hey Edgar, i'm good
[6/23/2016 11:33:01 AM] Donovan Zapata: how are you today?
[6/23/2016 11:37:27 AM] Edgar Martinez: great bro
[6/23/2016 11:38:02 AM] Edgar Martinez: fighting with the cases
[6/23/2016 11:38:20 AM] Donovan Zapata: ah ok, what are you working on?
[6/23/2016 11:38:32 AM] Edgar Martinez: i have one concern about a customer
[6/23/2016 11:40:00 AM] Edgar Martinez: im structuring a email with the answers, but theres
something about the new features for backup exec that i dont know if they improve in the new version
[6/23/2016 11:40:52 AM] Edgar Martinez: im going to send you the questions and pretty much what im
going to response and you talk me if its okay or im worng about it
[6/23/2016 11:41:13 AM] Donovan Zapata: ok
[6/23/2016 11:41:22 AM] Donovan Zapata: sounds good
[6/23/2016 11:42:05 AM] Edgar Martinez:
1)Planning on upgrading our AppAssure 5.4.3 to Rapid Recovery
6.0.2 over the weekend. Many of the machines we protect

are VM's on VMware 5.5. Since Rapid Recovery can do
agentless backups on Vm's what is the best procedure for
transitioning to agentless backups, remove the Agent from
the VM prior to performing the upgrade or after?
There's no better practice, but i recommend you later because
if you remove the agent you lost the incrementals and create a
based image again.
2)We still have a need to have Tape Backup as part of our
strategy. On our previous upgrade to 5.4.3 we found that
the 5.4.3 Agent caused issues when a Backup occurred with
Backup Exec. When an AppAssure Snapshot occured after
Backup Exec backup to Tape, the AppAssure snapshot would

result in a base image. We had to revert to the previous
version Agent, and issue went way. A handful of the
machines we protect are still physical machines, and will
still need the agent, will this reoccur with the Rapid
Recovery 6.0.2?
backup exec con apassure no recomendado con appassure porque entra en conflicto
no ve la secuencia y toma uno nuevo
Not very clearly about this if theres a improvement about it or not
3)On the previous upgrade an Engineer suggested the
Repositories should be checked and an AAinfo should be sent
in for analysis prior to upgrade. Is this still a
recommendation?
Yeah that's right. I can recommend you what to do
[6/23/2016 11:45:53 AM] Donovan Zapata: we don't need to run a repo check, but they can do so if it
makes them feel better
[6/23/2016 11:46:24 AM] Donovan Zapata: if any other types of backups run at the same time (backup
exec), that will interfere with our backups
[6/23/2016 11:46:34 AM] Donovan Zapata: they can test it though and confirm
[6/23/2016 12:59:39 PM] Edgar Martinez: i write it in this way
[6/23/2016 12:59:41 PM] Edgar Martinez:
I am contacting you by email, since I have also just left a voicemail with you on (419) 774-4239.
I am an engineer with Dell Software and we have received your service request 3528819 requesting
assistance and wanted to schedule a convenient time to contact and resolve your issue.
I look forward to working with you on this Service Request.
According for response your questions here we go.
About the best procedure for transitioning to agentless backups, remove the Agent from the VM prior to
performing the upgrade or after, i can said that there's no better practice, but i recommend you after
because if you remove the agent you lost the incremental and create a based image again.
In order to, if any other types of backups run at the same time (backup exec), that will interfere with our
backups.
And by the way, we don't need to run a repo check, but they can do so if it makes you feel better
Kind regards,
[6/23/2016 12:59:58 PM] Edgar Martinez: for the customer, i dont know if its better now to send it by
email
[6/23/2016 1:00:15 PM] Edgar Martinez: whats your oppinion?
[6/23/2016 1:31:56 PM] Donovan Zapata: we don't need to run a repo check, but they can do so if it
makes you feel betterchange this part
[6/23/2016 1:32:10 PM] Donovan Zapata: specifically the "if it makes you feel better"
[6/23/2016 1:32:55 PM] Donovan Zapata: let's change that to "Although a repository check is not
required, you can definitely run it prior to upgrading to confirm there are no problems with the
repository"
[6/23/2016 1:39:41 PM] Edgar Martinez: thank you very much bro
[6/23/2016 1:39:46 PM] Edgar Martinez: yeahh it sounds better
[6/23/2016 1:40:12 PM] Donovan Zapata: you're welcome, any time
[6/23/2016 1:41:13 PM] Edgar Martinez: im taking cases of licenses
[6/23/2016 1:41:35 PM] Edgar Martinez: for upgrading to new version
[6/23/2016 1:42:10 PM] Donovan Zapata: is that case just questions or an actual problem/error?
[6/23/2016 1:43:27 PM] Edgar Martinez: i have this one from restoring a folder, that i dont now how to
explain to the customer too.. he said: I'm having a problem trying to restore a data directory from one
of my servers backed up by AppAssure. The data folder is around 100gb in sizes and contains millions of
files within it.
I've mounted the directory I want to restore on the AppAssure server and now I'm using "robocopy" to
copy the data back to the server itself. The only problem is its taken over 20 hours to copy the data
back.
Can you think of any other way I can get this data back to my server that does not time forever to
complete? . Im searching about it
[6/23/2016 1:44:12 PM] Donovan Zapata: yes, it's called a rollback
[6/23/2016 1:44:15 PM] Donovan Zapata: or live recovery
[6/23/2016 1:44:51 PM] Donovan Zapata: so, the rollback will restore the whole data drive to the way it
was when the backup was taken
[6/23/2016 1:45:03 PM] Donovan Zapata: so even if the job takes many hours to complete,
[6/23/2016 1:45:19 PM] Donovan Zapata: the rollback process makes it appear as if all folders and files
are already tehre
[6/23/2016 1:45:25 PM] Donovan Zapata: and they can open and modify any of them
[6/23/2016 1:45:52 PM] Donovan Zapata: in the background the data is being reprioritized when a file is
opened by an end user
[6/23/2016 1:46:04 PM] Donovan Zapata: so that file takes precedence and gets restored first
[6/23/2016 1:46:12 PM] Donovan Zapata: as the other files and folders are being restored
[6/23/2016 1:47:13 PM] Donovan Zapata: it's also called a Live Recovery
[6/23/2016 1:47:19 PM] Donovan Zapata: that's actually the more correct term
[6/23/2016 1:47:38 PM] Edgar Martinez: but it takes too much time because he makes the de
duplication compression and all that process? so we cannot acelerate that process for make it more
faster for the user
[6/23/2016 1:47:41 PM] Edgar Martinez: customer
[6/23/2016 1:47:43 PM] Edgar Martinez: i mean
[6/23/2016 1:48:28 PM] Donovan Zapata: but it takes too much time both the live recovery and a file
copy out of a mountpoint are going to take the same time
[6/23/2016 1:48:29 PM] Donovan Zapata: however,
[6/23/2016 1:48:51 PM | Edited 1:48:58 PM] Donovan Zapata: the live recovery job makes it seem like
ALL the data is already there once we start doing the live recovery
[6/23/2016 1:49:19 PM] Donovan Zapata: there are no settings in the core to make it faster
[6/23/2016 1:49:36 PM] Donovan Zapata: if they want faster then they need to provide a faster network
and faster storage all around
[6/23/2016 1:53:42 PM] Donovan Zapata: what you could do is stop everything else
[6/23/2016 1:55:34 PM] Donovan Zapata: so that nothing else is using resources
[6/23/2016 1:55:43 PM] Donovan Zapata: and only the restore job has all resources
[6/23/2016 4:13:43 PM] Edgar Martinez: Thank you very much bro
[6/23/2016 4:22:31 PM] Edgar Martinez: thanks you for the observations, duly noted
[6/27/2016 2:56:43 PM] Edgar Martinez: Hijole hermano como estas?
[6/27/2016 2:57:01 PM] Donovan Zapata: jajaja que paso Edgar?
[6/27/2016 2:57:10 PM] Donovan Zapata: yo bien aqui viendo unos logs
[6/27/2016 3:42:30 PM] Edgar Martinez: aqui hermano en la lucha vuelto loco con tantos casos jeje
[6/27/2016 3:42:48 PM] Donovan Zapata: yeah, i know how it is
[6/27/2016 3:42:54 PM] Donovan Zapata: let me know if you need help with any of them
[6/27/2016 3:45:25 PM] Edgar Martinez: i have some weird case
[6/27/2016 3:45:40 PM] Donovan Zapata: what's the service request number?
[6/27/2016 3:46:05 PM] Edgar Martinez: 3529126
[6/27/2016 3:46:45 PM] Edgar Martinez: its an user that emigrate to rapid recovery
[6/27/2016 3:47:23 PM] Donovan Zapata: ok that should be an upgrade
[6/27/2016 3:47:42 PM] Donovan Zapata: from 5.3.4 to 5.4.3.10 to 6.0.2
[6/27/2016 3:47:44 PM] Edgar Martinez: but theres something weird with that
[6/27/2016 3:47:47 PM] Edgar Martinez: im going to send you
[6/27/2016 3:47:50 PM] Donovan Zapata: ok cool
[6/27/2016 3:47:54 PM] Edgar Martinez: the screen shot
[6/27/2016 3:48:28 PM] Edgar Martinez: wow i cannot find it
[6/27/2016 3:48:37 PM] Donovan Zapata: i see 2 screenshot
[6/27/2016 3:48:38 PM] Donovan Zapata: s
[6/27/2016 3:48:43 PM] Donovan Zapata: in the cloud attachments
[6/27/2016 3:49:36 PM] Donovan Zapata: give me a couple of minutes
[6/27/2016 3:49:41 PM] Donovan Zapata: need to look at something for my manager
[6/27/2016 3:49:50 PM] Edgar Martinez: ok dont worry
[6/27/2016 4:02:01 PM] Donovan Zapata: ok so what's going on with that case?
[6/27/2016 4:02:20 PM] Donovan Zapata: i looked at the two screenshots but i didn't know what I was
looking at
[6/27/2016 4:04:39 PM] Donovan Zapata: let me know if you need my assistance, my shift is done for
today
[6/27/2016 4:04:41 PM] Donovan Zapata: and logging off
[6/27/2016 4:04:43 PM] Donovan Zapata: see ya
[6/27/2016 4:10:57 PM] Edgar Martinez: uyyy
[6/27/2016 4:11:08 PM] Edgar Martinez: well if you are off we can check it tomorrow
[6/27/2016 4:11:17 PM] Edgar Martinez: there is something weird
[6/27/2016 4:11:33 PM] Edgar Martinez: he had a apple that has i think 9 machines protected
[6/27/2016 4:11:53 PM] Edgar Martinez: but in the other window the black one its only 3
[6/28/2016 6:32:25 AM] Donovan Zapata: i'm online now
[6/28/2016 6:32:39 AM] Donovan Zapata: let me know when you are available to chat about this
[6/28/2016 11:58:59 AM] Edgar Martinez: hey men
[6/28/2016 11:59:04 AM] Edgar Martinez: como estas?
[6/28/2016 12:27:16 PM] Donovan Zapata: hola Edgar
[6/28/2016 12:27:23 PM] Donovan Zapata: acabo de regresar de comer
[6/28/2016 1:11:14 PM] Edgar Martinez: como estas hermano como va todo
[6/28/2016 1:16:05 PM] Donovan Zapata: bien todo bien aqui, estoy trabajando con un cliente en este
momento
[6/28/2016 3:32:34 PM] Edgar Martinez: avisame cuando tengas oportunidad
[6/29/2016 8:36:14 AM] Donovan Zapata: hey Edgar, sorry i didn't get back to you yesterday
[6/29/2016 8:36:18 AM] Donovan Zapata: what's going on?
[6/29/2016 8:36:40 AM] Donovan Zapata: my shift today is from 8am EST to 7pm EST so i will be on for 2
hours longer than yesterday
[6/29/2016 8:36:50 AM] Donovan Zapata: my normal shift is 8am EST to 5pm EST by the way
[6/29/2016 3:11:36 PM] Edgar Martinez: ohhh great
[6/29/2016 3:13:34 PM] Donovan Zapata: so how's it going today?
[6/29/2016 3:16:11 PM] Edgar Martinez: fighting with the cases jejeje
[6/29/2016 3:16:16 PM] Edgar Martinez: but here i am
[6/29/2016 3:16:24 PM] Edgar Martinez: in this eternal warrior
[6/29/2016 3:16:26 PM] Edgar Martinez: jejeje
[6/29/2016 3:16:46 PM] Donovan Zapata: ok are there any in particular you want me to look at?
[6/29/2016 3:17:12 PM] Edgar Martinez: can you see the SR 3538320
[6/29/2016 3:20:16 PM] Donovan Zapata: yep, let me finish this call with this customer
[6/29/2016 3:20:19 PM] Donovan Zapata: and i'll take a look
[6/29/2016 3:20:33 PM] Edgar Martinez: I dont know how to respond to the customer
[6/29/2016 3:20:35 PM] Edgar Martinez: ok sure
[6/29/2016 3:20:40 PM] Edgar Martinez: no problem dude
[6/29/2016 4:00:31 PM] Edgar Martinez: hey bro
[6/29/2016 4:01:08 PM] Edgar Martinez: Follow up question. On your walkthrough it was to test local
sql login, does the SA password have to match on those or just has to be setup correctly in the agent
settings for the particular sql server.
[6/29/2016 4:03:09 PM] Donovan Zapata: ok off that call now
[6/29/2016 4:03:31 PM] Donovan Zapata: was that message for me?
[6/29/2016 4:03:42 PM] Donovan Zapata: i don't know which walkthrough you are referring to
[6/29/2016 4:03:43 PM] Edgar Martinez: i was writing the response but i start with this: Regarding your
case about attachability errors answer, the answer is no for your question, you need a account with all
the necessary privileges.
[6/29/2016 4:04:00 PM] Edgar Martinez: look in the 3538320 case
[6/29/2016 4:04:15 PM] Donovan Zapata: got it, let me take a look now
[6/29/2016 4:04:21 PM] Edgar Martinez: gotcha

[6/29/2016 4:05:09 PM] Donovan Zapata: ah i see
[6/29/2016 4:05:10 PM] Donovan Zapata: ok
[6/29/2016 4:05:24 PM] Donovan Zapata: no, the SA password does not need to match from one server
to another
[6/29/2016 4:05:32 PM] Donovan Zapata: so each SQL server has its own SA account
[6/29/2016 4:05:44 PM] Donovan Zapata: and that pw can be unique per SQL server
[6/29/2016 4:05:59 PM] Donovan Zapata: that's like saying does the local admin password on each box
need to mach
[6/29/2016 4:06:01 PM] Donovan Zapata: match
[6/29/2016 4:06:04 PM] Donovan Zapata: so the answer is no
[6/29/2016 4:06:33 PM] Donovan Zapata: but we do need to specify the correct password for that
account in the agent SQL settings on the appassure/rapid recovery core
[6/29/2016 4:07:18 PM] Edgar Martinez: so probably there is not the problem with the attachability?
[6/29/2016 4:07:40 PM] Donovan Zapata: not sure, do you have logs from the core server?
[6/29/2016 4:09:06 PM] Edgar Martinez: Hello Jake,
Regarding your case about attachability errors answer, the answer is no for your question, he SA
password does not need to match from one server to another, so each SQL server has its own SA
account, and that pw can be unique per SQL server, i hope this could help you. I will be attended to your
concerns.
Thank you very much for your time.
Edgar Martinez
Dell Software
software.dell.com/support
Message ID: [F038ENU]

[6/29/2016 4:09:10 PM] Edgar Martinez: how is the email
[6/29/2016 4:09:35 PM] Donovan Zapata: that looks good
[6/29/2016 4:09:37 PM] Edgar Martinez: no, i dont have the logs
[6/29/2016 4:09:45 PM] Edgar Martinez: i can ask for it
[6/29/2016 4:09:49 PM] Donovan Zapata: ok, let's ask him for logs and i can review them
[6/29/2016 4:10:28 PM] Donovan Zapata: There is no configured SQL Server instance on the Core
suitable for checking the attachability of the databases for instance MSSQLSERVER
[6/29/2016 4:10:47 PM] Edgar Martinez: it seems to not be configured
[6/29/2016 4:10:47 PM] Donovan Zapata: make sure that a full version of SQL is installed on the core
[6/29/2016 4:10:51 PM] Edgar Martinez: as the message
[6/29/2016 4:10:51 PM] Donovan Zapata: not the SQL Express
[6/29/2016 4:10:58 PM] Edgar Martinez: said
[6/29/2016 4:11:07 PM] Donovan Zapata: and make sure the account and pw is set and tested on the
core
[6/29/2016 4:11:10 PM] Edgar Martinez: he said is a full version in the case
[6/29/2016 4:11:16 PM] Donovan Zapata: did you verify?
[6/29/2016 4:11:25 PM] Donovan Zapata: i trust nothing that the customers tell me
[6/29/2016 4:11:29 PM] Donovan Zapata: and verify everything
[6/29/2016 4:11:49 PM] Edgar Martinez: no, i have send a invitation for web ex session
[6/29/2016 4:12:00 PM] Donovan Zapata: just have him upload logs
[6/29/2016 4:12:06 PM] Donovan Zapata: we can verify from the aainfo logs
[6/29/2016 4:12:17 PM] Donovan Zapata: but if you want to do a webex with him that's cool too
[6/29/2016 4:12:52 PM] Donovan Zapata: you have the aainfo browser/viewer utility, right?
[6/29/2016 4:13:28 PM] Edgar Martinez: yes
[6/29/2016 4:13:32 PM] Donovan Zapata: also,
[6/29/2016 4:13:36 PM] Donovan Zapata: verify the edition of sql

[6/29/2016 4:13:46 PM] Donovan Zapata: you know standard versus enterprise
[6/29/2016 4:13:53 PM] Donovan Zapata: needs to be the same or above as the agent
[6/29/2016 4:13:57 PM] Edgar Martinez: sure, i just send the email
[6/29/2016 4:15:39 PM] Edgar Martinez: thanks a lot
[6/29/2016 4:15:54 PM] Edgar Martinez: i will contact you when the customer repply me
[6/29/2016 4:15:59 PM] Donovan Zapata: cool
[6/29/2016 4:29:27 PM] Donovan Zapata: so i hear Jerami is visiting you guys
[6/29/2016 4:29:36 PM] Donovan Zapata: how is he liking the office there?
[6/29/2016 4:29:51 PM] Donovan Zapata: i didn't know he was visiting you guys
[6/30/2016 10:01:14 AM] Edgar Martinez: ohhh yes
[6/30/2016 10:01:23 AM] Edgar Martinez: he is with the guys
[7/1/2016 4:02:21 PM] Edgar Martinez: hey firend
[7/1/2016 4:02:23 PM] Edgar Martinez: friend
[7/1/2016 4:05:09 PM] Donovan Zapata: hey Edgar,
[7/1/2016 4:05:11 PM] Donovan Zapata: what's going oin?
[7/1/2016 4:05:12 PM] Donovan Zapata: on/
[7/5/2016 9:39:42 AM] Edgar Martinez: hey men
[7/5/2016 9:40:09 AM] Edgar Martinez: you write me that day and i was in a meeting sorry
[7/5/2016 9:40:18 AM] Donovan Zapata: no problem at all
[7/5/2016 9:40:23 AM] Donovan Zapata: i know how it goes sometimes
[7/5/2016 9:40:41 AM] Edgar Martinez: how was your 4th july?
[7/5/2016 9:52:34 AM] Edgar Martinez: I need help with a case, i dont know if you are available to share
the web ex session
[7/5/2016 10:16:20 AM] Donovan Zapata: sorry was on a call,
[7/5/2016 10:16:27 AM] Donovan Zapata: the 4th was good
[7/5/2016 10:16:36 AM] Donovan Zapata: stayed home since it was raining a lot here
[7/5/2016 10:16:43 AM] Donovan Zapata: are you still on the webex?
[7/5/2016 10:17:16 AM] Donovan Zapata: need to go pee, be right back
[7/5/2016 10:19:52 AM] Donovan Zapata: back
[7/5/2016 10:22:31 AM] Edgar Martinez: yeah but im with another clustomer
[7/5/2016 10:29:45 AM] Edgar Martinez: give me 10 min and i send you the invitation too
[7/5/2016 10:46:10 AM] Edgar Martinez: do you have a web ex quest account?
[7/5/2016 10:46:24 AM] Donovan Zapata: yep, what's up?
[7/5/2016 10:47:07 AM] Edgar Martinez: To join Remote Support Session, go to:
https://questsoftware.webex.com/questsoftware/sc30/t.php?
MTID=sbda87811a36e70c8de57472f90725d4e
[7/5/2016 10:47:14 AM] Edgar Martinez: these is the web ex session
[7/5/2016 10:47:25 AM] Edgar Martinez: the client make an upgrade to rapid recovery
[7/5/2016 10:47:34 AM] Edgar Martinez: and its having problems with powershell
[7/5/2016 10:47:39 AM] Edgar Martinez: reports
[7/5/2016 10:47:51 AM] Donovan Zapata: powershell reports...
[7/5/2016 10:47:52 AM] Donovan Zapata: hmm
[7/5/2016 10:48:00 AM] Edgar Martinez: im waiting for customer
[7/5/2016 10:48:05 AM] Edgar Martinez: to accept the invitation
[7/5/2016 10:48:09 AM] Edgar Martinez: yeah
[7/5/2016 10:48:22 AM] Edgar Martinez: 3531722
[7/5/2016 10:48:27 AM] Edgar Martinez: this is the SR
[7/5/2016 10:49:06 AM] Edgar Martinez: he re open the case

[7/5/2016 10:49:22 AM] Edgar Martinez: The backups are running fine (there were no issues with jobs
or RPs), however there is an issue with custom PowerShell scripts that are collecting the reports. After
the upgrade to RR, the reports don't show correct information about backups.
[7/5/2016 10:49:31 AM] Donovan Zapata: so this is a new issue,
[7/5/2016 10:49:37 AM] Donovan Zapata: a related SR should be created
[7/5/2016 10:49:50 AM] Edgar Martinez: but first it was a questions about rapid recovery, then he make
the upgrade
[7/5/2016 10:49:50 AM] Donovan Zapata: otherwise you may end up troubleshooting multiple problems
in one case
[7/5/2016 10:50:04 AM] Edgar Martinez: i help the customer
[7/5/2016 10:50:15 AM] Donovan Zapata: yeah, so this problem with the reports should be a new SR or
related SR
[7/5/2016 10:50:19 AM] Donovan Zapata: do you know how to open a new one?
[7/5/2016 10:50:21 AM] Edgar Martinez: but when he make the upgrade is havin this problem
[7/5/2016 10:50:22 AM] Donovan Zapata: it's very easy
[7/5/2016 10:50:41 AM] Donovan Zapata: yeah so the original case is questions,
[7/5/2016 10:50:42 AM] Edgar Martinez: should be my first time... jejeje
[7/5/2016 10:50:48 AM] Donovan Zapata: this should be a related SR for actual problems
[7/5/2016 10:50:52 AM] Edgar Martinez: questions and i follow the case
[7/5/2016 10:50:58 AM] Edgar Martinez: the customer
[7/5/2016 10:51:04 AM] Edgar Martinez: to upload the rapid recovery
[7/5/2016 10:51:08 AM] Donovan Zapata: ok, let me show with screenshots
[7/5/2016 10:51:10 AM] Edgar Martinez: and we make the upgrade together
[7/5/2016 10:51:44 AM] Edgar Martinez: he send this
[7/5/2016 10:51:48 AM] Donovan Zapata: so first click on the related SRs
[7/5/2016 10:51:51 AM] Donovan Zapata: and then click on new
[7/5/2016 10:52:01 AM] Donovan Zapata: that will create a new case which will be "related"
[7/5/2016 10:52:06 AM] Donovan Zapata: make sure to edit the new one
[7/5/2016 10:52:19 AM] Donovan Zapata: to match what the new problem is
[7/5/2016 10:52:26 AM] Donovan Zapata: and make sure to assign it to yourself
[7/5/2016 10:52:45 AM] Donovan Zapata: otherwise you could end up with the original case bein open
for months
[7/5/2016 10:52:49 AM] Donovan Zapata: i have seen that before
[7/5/2016 10:52:58 AM] Donovan Zapata: so new problem = new case
[7/5/2016 10:53:03 AM] Donovan Zapata: even if they are related
[7/5/2016 10:53:16 AM] Edgar Martinez: i asked to my co workers and say that stay with the same, but
what you said may sence
[7/5/2016 10:53:37 AM] Donovan Zapata: the nature of the original case was questions
[7/5/2016 10:53:43 AM] Donovan Zapata: now he has actual problems
[7/5/2016 10:53:47 AM] Donovan Zapata: so they are different
[7/5/2016 10:53:54 AM] Donovan Zapata: that is the purpose for the "related" SRs
[7/5/2016 10:54:02 AM] Donovan Zapata: because one is related to the other
[7/5/2016 10:54:24 AM] Donovan Zapata: do you know the name of the powershell script he was using
in 5.4.3 for the reports?
[7/5/2016 10:55:06 AM] Donovan Zapata: if you right click and edit the script you should see some
versioning info in there
[7/5/2016 10:55:21 AM] Donovan Zapata: Tudor Popescu is the engineer who creates all of our
powershell scripts,
[7/5/2016 10:55:22 AM] Donovan Zapata: so
[7/5/2016 10:55:25 AM] Donovan Zapata: we need to ping him
[7/5/2016 10:55:32 AM] Donovan Zapata: so he can send us the new one
[7/5/2016 10:55:34 AM] Donovan Zapata: that works with RR
[7/5/2016 10:55:38 AM] Donovan Zapata: if there is a new one
[7/5/2016 10:59:19 AM] Edgar Martinez: no, i need to make the web ex session to make sure
[7/5/2016 11:01:22 AM] Donovan Zapata: ok cool
[7/5/2016 11:06:09 AM] Edgar Martinez: i keep on waiting for the customer
[7/5/2016 11:11:26 AM] Edgar Martinez: sabes algo de replay por casualidad hermano?
[7/5/2016 11:11:55 AM] Edgar Martinez: tengo un Exchange Logs not truncating tambien jajaja no me
fije de la version
[7/5/2016 11:12:13 AM] Donovan Zapata: muy poco de replay
[7/5/2016 11:12:31 AM] Donovan Zapata: no me gusta ese producto que es como on dinosaurio
[7/5/2016 11:12:42 AM] Donovan Zapata: preguntale a Jimi
[7/5/2016 11:12:46 AM] Edgar Martinez: jaja yo aun no lo conosco jaja
[7/5/2016 11:12:47 AM] Donovan Zapata: Jimi Canfield
[7/5/2016 11:13:51 AM] Donovan Zapata: mandale un mensaje
[7/5/2016 11:13:55 AM] Donovan Zapata: el esta en mi grupo
[7/5/2016 11:14:50 AM] Edgar Martinez: ok gracias bro
[7/5/2016 11:59:25 AM] Edgar Martinez: it seems like the customer is missing in action
[7/5/2016 11:59:27 AM] Edgar Martinez: jajajaja
[7/5/2016 11:59:38 AM] Donovan Zapata: it happens
[7/5/2016 12:00:48 PM] Edgar Martinez: i dont understand sometimes the urgency
[7/5/2016 12:00:54 PM] Donovan Zapata: haha
[7/5/2016 12:01:06 PM] Donovan Zapata: "I NEED HELP NOW, THE BUILDING IS ON FIRE"
[7/5/2016 12:01:10 PM] Donovan Zapata: I call and email
[7/5/2016 12:01:18 PM] Donovan Zapata: "I'm out to lunch, be back in 2 hours"
[7/5/2016 12:01:20 PM] Donovan Zapata: lol
[7/5/2016 12:01:21 PM] Donovan Zapata: what
[7/5/2016 12:02:06 PM] Edgar Martinez: yeah i have the same feeling
[7/5/2016 12:03:01 PM] Donovan Zapata: hay tanta gente en estados unidos que se queja bastante
[7/5/2016 12:03:19 PM | Edited 12:03:25 PM] Donovan Zapata: y luego despues no quieren hacer un
esfuerzo para arreglar los problemas
[7/5/2016 12:13:14 PM] Edgar Martinez: si con el cuento de que los servicios al cliente q tal que el
cliente siempre tiene la razon (n)
[7/5/2016 12:13:19 PM] Edgar Martinez: se aprovechan de eso
[7/5/2016 12:16:06 PM] Donovan Zapata: asi es
[7/5/2016 1:58:15 PM] Edgar Martinez: hermano
[7/5/2016 1:58:19 PM] Edgar Martinez: estas disponible?
[7/5/2016 1:58:31 PM] Donovan Zapata: si, tengo que mandarle un correo a un cliente,
[7/5/2016 1:58:37 PM] Donovan Zapata: pero dame 2 minutos
[7/5/2016 1:58:45 PM] Donovan Zapata: te vas a conectar a una sesion de webex?
[7/5/2016 1:58:48 PM] Donovan Zapata: con un cliente?
[7/5/2016 1:58:58 PM] Edgar Martinez: tengo una web ex session pero ando buscando q puede estar
echando broma
[7/5/2016 1:59:00 PM] Edgar Martinez: si
[7/5/2016 1:59:03 PM] Edgar Martinez: estoy con el conectado
[7/5/2016 1:59:07 PM] Edgar Martinez: pero ando medio nervioso jajaja
[7/5/2016 1:59:51 PM] Donovan Zapata: ok, pasame el URL del webex
[7/5/2016 1:59:54 PM] Donovan Zapata: para conectarme
[7/5/2016 2:00:01 PM] Donovan Zapata: y cual es el SR number?
[7/5/2016 2:00:22 PM] Donovan Zapata: ya estoy libre,
[7/5/2016 2:00:25 PM] Donovan Zapata: asi es que vamos a ver
[7/5/2016 2:05:24 PM] Edgar Martinez: pero parece q venia en combo
[7/5/2016 2:05:30 PM] Edgar Martinez: como q son dos casos
[7/5/2016 2:05:35 PM] Edgar Martinez: y no sabia

[7/5/2016 2:05:38 PM] Edgar Martinez: me escribio derek
[7/5/2016 2:05:48 PM] Edgar Martinez: q tenia q agarrar los dos
[7/5/2016 2:06:06 PM] Donovan Zapata: ah yeah, asi funcione eso ahora
[7/5/2016 2:06:15 PM] Donovan Zapata: ok cual de los dos vas a ver primero?
[7/5/2016 2:06:24 PM] Donovan Zapata: slow data transfers?
[7/5/2016 2:06:24 PM] Edgar Martinez: con el de slow transger
[7/5/2016 2:06:26 PM] Edgar Martinez: transfer
[7/5/2016 2:06:43 PM] Donovan Zapata: tienes logs?
[7/5/2016 2:06:45 PM] Edgar Martinez: estoy viendo lo de los logs todavia no estoy expert en eso
[7/5/2016 2:07:03 PM] Donovan Zapata: dejame bajarlos y verlos
[7/5/2016 2:07:07 PM] Edgar Martinez: y ya me dijo q si necesitaba chequear con un senior
[7/5/2016 2:07:14 PM] Donovan Zapata: estas en sesion/telefono con el client?
[7/5/2016 2:07:15 PM] Edgar Martinez: asi q ya se dio cuenta q no domino mucho eso
[7/5/2016 2:07:35 PM] Donovan Zapata: dile que estas "consulting" con un senior engineer
[7/5/2016 2:07:40 PM] Donovan Zapata: para verificar
[7/5/2016 2:08:04 PM] Edgar Martinez: tiene 6.0.2.144
[7/5/2016 2:08:09 PM] Edgar Martinez: sin parche
[7/5/2016 2:08:27 PM] Donovan Zapata: no creo que el parche ayude para la velocidad de los backups
[7/5/2016 2:08:43 PM] Donovan Zapata: quiero ver que tipo de storage estan usando para el repository
[7/5/2016 2:08:57 PM] Edgar Martinez: le saque estos screenshots
[7/5/2016 2:09:00 PM] Donovan Zapata: and ask him to make sure that all machines are using 1gb NICs
[7/5/2016 2:09:11 PM] Edgar Martinez: un co worker me dijo lo del parche que verificara eso
[7/5/2016 2:09:19 PM] Donovan Zapata: "failed to get the size of"
[7/5/2016 2:09:33 PM] Donovan Zapata: eso se refiere a los shadow copies
[7/5/2016 2:09:40 PM] Donovan Zapata: check the shadow copy storage for all volumes
[7/5/2016 2:09:45 PM] Donovan Zapata: make sure it is not being limited
[7/5/2016 2:09:58 PM] Donovan Zapata: by default Microsoft sets the limit to 10% of the volume size
[7/5/2016 2:10:02 PM] Edgar Martinez: como los chequeo?
[7/5/2016 2:10:05 PM] Donovan Zapata: so 10GB for a 100GB volume
[7/5/2016 2:10:06 PM] Edgar Martinez: how i check it
[7/5/2016 2:10:12 PM] Donovan Zapata: disk management
[7/5/2016 2:10:18 PM] Donovan Zapata: you have a webex for me?
[7/5/2016 2:11:17 PM] Edgar Martinez:
To join Remote Support Session, go to:
MTID=sad5d29c301c9cf0ce14cf3a51f8e44c5
[7/5/2016 2:12:35 PM] Edgar Martinez: ahhh entraste como customer
[7/5/2016 2:12:47 PM] Donovan Zapata: yeah it's ok
[7/5/2016 2:12:51 PM] Edgar Martinez: ok
[7/5/2016 2:12:53 PM] Edgar Martinez: primera vez
[7/5/2016 2:12:56 PM] Donovan Zapata: ok so the shadow copy storage setting
[7/5/2016 2:12:57 PM] Edgar Martinez: asi q no se como es la cosa asi
[7/5/2016 2:12:58 PM] Edgar Martinez: jajaja
[7/5/2016 2:13:00 PM] Donovan Zapata: it's not on the core
[7/5/2016 2:13:05 PM] Donovan Zapata: it's on the agent machine
[7/5/2016 2:13:14 PM] Donovan Zapata: so let's have the customer remote into the agent
[7/5/2016 2:13:23 PM] Donovan Zapata: and open disk management there
[7/5/2016 2:14:56 PM] Edgar Martinez: i told customer about it

[7/5/2016 2:15:00 PM] Donovan Zapata: yeah looking at the logs now
[7/5/2016 2:15:06 PM] Edgar Martinez: im waiting for the customer
[7/5/2016 2:15:08 PM] Edgar Martinez: to connect to the agent
[7/5/2016 2:16:58 PM] Donovan Zapata: he has 7 repositories
[7/5/2016 2:17:04 PM] Edgar Martinez: he is trying to connect to the agent
[7/5/2016 2:17:05 PM] Donovan Zapata: which agent are we focusing on first?
[7/5/2016 2:17:13 PM] Edgar Martinez: he needs a creedential
[7/5/2016 2:17:14 PM] Donovan Zapata: .4?
[7/5/2016 2:17:22 PM] Donovan Zapata: 192.168.201.4?
[7/5/2016 2:17:28 PM] Edgar Martinez: i think that the error that 192.168.201.4
[7/5/2016 2:17:51 PM] Edgar Martinez: in the alerts appears this
[7/5/2016 2:17:57 PM] Edgar Martinez: 192.168.201.4
[7/5/2016 2:18:06 PM] Edgar Martinez: the screen shots that i send you
[7/5/2016 2:18:06 PM] Donovan Zapata: that one
[7/5/2016 2:18:17 PM] Edgar Martinez: or theres another?
[7/5/2016 2:18:24 PM] Donovan Zapata: is in repository "Liberty Repository 1"
[7/5/2016 2:18:49 PM] Donovan Zapata: thats the F drive
[7/5/2016 2:18:54 PM] Donovan Zapata: 3 extents
[7/5/2016 2:20:01 PM] Donovan Zapata: i think that's disk2
[7/5/2016 2:20:04 PM] Edgar Martinez: he dont have credentials
[7/5/2016 2:20:08 PM] Edgar Martinez: to 4
[7/5/2016 2:20:12 PM] Donovan Zapata: WHAT!!

[7/5/2016 2:20:14 PM] Donovan Zapata: haah
[7/5/2016 2:20:16 PM] Edgar Martinez: is gonna try to 3
[7/5/2016 2:20:28 PM] Edgar Martinez: i think he needs to ask for those credentials
[7/5/2016 2:22:20 PM] Donovan Zapata: can you open the windows System log
[7/5/2016 2:22:21 PM] Donovan Zapata: on the core
[7/5/2016 2:22:44 PM] Edgar Martinez: sure
[7/5/2016 2:22:49 PM] Edgar Martinez: remember me how jejeje
[7/5/2016 2:23:02 PM] Donovan Zapata: right click the start menu
[7/5/2016 2:23:04 PM] Edgar Martinez: we are practicing in the customers servers
[7/5/2016 2:23:11 PM] Donovan Zapata: click on computer management or manage computer
[7/5/2016 2:23:21 PM] Edgar Martinez: but i dont want to notice that
[7/5/2016 2:23:22 PM] Donovan Zapata: right click
[7/5/2016 2:23:23 PM] Donovan Zapata: sorry
[7/5/2016 2:24:01 PM] Donovan Zapata: yeah let's right click on the start menu and then computer
management or event viewer
[7/5/2016 2:25:27 PM] Edgar Martinez: can you help me?
[7/5/2016 2:25:30 PM] Donovan Zapata: at the bottom left
[7/5/2016 2:25:32 PM] Donovan Zapata: the windows icon
[7/5/2016 2:25:36 PM] Donovan Zapata: can you right click on it
[7/5/2016 2:25:40 PM] Donovan Zapata: and then either event viewer
[7/5/2016 2:25:44 PM] Donovan Zapata: orcomputer management
[7/5/2016 2:26:15 PM] Donovan Zapata: event viewer
[7/5/2016 2:26:18 PM] Donovan Zapata: and let's go to system
[7/5/2016 2:26:35 PM] Donovan Zapata: windows logs
[7/5/2016 2:26:37 PM] Donovan Zapata: and system
[7/5/2016 2:27:00 PM] Donovan Zapata: ok on the right side

[7/5/2016 2:27:04 PM] Donovan Zapata: click on filter current log
[7/5/2016 2:28:24 PM] Donovan Zapata: to the right can you click on filter current log
[7/5/2016 2:28:34 PM] Donovan Zapata: check the boxes
[7/5/2016 2:28:36 PM] Donovan Zapata: critical
[7/5/2016 2:28:39 PM] Donovan Zapata: error
[7/5/2016 2:28:40 PM] Donovan Zapata: warning
[7/5/2016 2:28:43 PM] Donovan Zapata: press ok
[7/5/2016 2:28:54 PM] Donovan Zapata: ok that one
[7/5/2016 2:28:56 PM] Donovan Zapata: that first one
[7/5/2016 2:29:02 PM] Donovan Zapata: resource exhaustion
[7/5/2016 2:29:05 PM] Donovan Zapata: that needs to be fixed
[7/5/2016 2:29:08 PM] Donovan Zapata: that refers to
[7/5/2016 2:29:15 PM] Donovan Zapata: virtual memory (page file)
[7/5/2016 2:29:20 PM] Donovan Zapata: let's check that setting
[7/5/2016 2:29:27 PM] Donovan Zapata: do you know how to check for page file?
[7/5/2016 2:29:58 PM] Donovan Zapata: so my guess is that the page file is currently set to a static value
[7/5/2016 2:30:05 PM] Donovan Zapata: it needs to be set to system managed
[7/5/2016 2:30:45 PM] Edgar Martinez: yeah need help
[7/5/2016 2:30:54 PM] Donovan Zapata: ok, click on the start menu,
[7/5/2016 2:30:58 PM] Donovan Zapata: then right click computer
[7/5/2016 2:31:02 PM] Donovan Zapata: then go to properties
[7/5/2016 2:31:10 PM] Donovan Zapata: and then i think it's the advanced tab
[7/5/2016 2:32:06 PM] Donovan Zapata: by the way, the start menu is the windows icon at the bottom
left
[7/5/2016 2:32:38 PM] Donovan Zapata: instead of right clicking

[7/5/2016 2:32:40 PM] Donovan Zapata: can you click on it
[7/5/2016 2:32:43 PM] Donovan Zapata: then find computer
[7/5/2016 2:32:46 PM] Donovan Zapata: and right click on Computer
[7/5/2016 2:32:51 PM] Donovan Zapata: and then go to properties
[7/5/2016 2:33:11 PM] Donovan Zapata: so just click on the start menu
[7/5/2016 2:33:15 PM] Edgar Martinez: im stock
[7/5/2016 2:33:22 PM] Donovan Zapata: but don't right click on it
[7/5/2016 2:33:30 PM] Donovan Zapata: the windows icon at the bottom left
[7/5/2016 2:33:37 PM] Donovan Zapata: if you just click on it
[7/5/2016 2:33:49 PM] Edgar Martinez: i let there
[7/5/2016 2:33:54 PM] Edgar Martinez: can you see?
[7/5/2016 2:34:02 PM] Donovan Zapata: that was a right click, right?
[7/5/2016 2:34:14 PM] Donovan Zapata: so don't right click on the start menu
[7/5/2016 2:34:17 PM] Donovan Zapata: just click on it
[7/5/2016 2:34:20 PM] Donovan Zapata: not right click
[7/5/2016 2:34:22 PM] Donovan Zapata: left click
[7/5/2016 2:34:28 PM] Donovan Zapata: properties
[7/5/2016 2:34:37 PM] Donovan Zapata: advanced
[7/5/2016 2:34:41 PM] Donovan Zapata: sytem settings
[7/5/2016 2:34:48 PM] Donovan Zapata: left side
[7/5/2016 2:35:04 PM] Donovan Zapata: first settings
[7/5/2016 2:35:07 PM] Donovan Zapata: advanced

[7/5/2016 2:35:11 PM] Donovan Zapata: stop
[7/5/2016 2:35:11 PM] Donovan Zapata: here
[7/5/2016 2:35:13 PM] Edgar Martinez: you mean here?
[7/5/2016 2:35:13 PM] Donovan Zapata: stop here
[7/5/2016 2:35:15 PM] Donovan Zapata: yes
[7/5/2016 2:35:19 PM] Edgar Martinez: ahhh
[7/5/2016 2:35:20 PM] Donovan Zapata: "custom size"
[7/5/2016 2:35:23 PM] Donovan Zapata: static value
[7/5/2016 2:35:25 PM] Donovan Zapata: no good
[7/5/2016 2:35:32 PM] Donovan Zapata: btw
[7/5/2016 2:35:34 PM] Donovan Zapata: screenshot
[7/5/2016 2:35:38 PM] Donovan Zapata: before making changes
[7/5/2016 2:35:48 PM] Donovan Zapata: so you can save it and attach to the case if needed
[7/5/2016 2:35:51 PM] Donovan Zapata: then,
[7/5/2016 2:36:00 PM] Donovan Zapata: question
[7/5/2016 2:36:06 PM] Donovan Zapata: how much free space on the C drive?
[7/5/2016 2:36:08 PM] Donovan Zapata: can you check?
[7/5/2016 2:36:16 PM] Donovan Zapata: nevermind
[7/5/2016 2:36:17 PM] Donovan Zapata: i see it
[7/5/2016 2:36:20 PM] Donovan Zapata: click on
[7/5/2016 2:36:26 PM] Donovan Zapata: system managed size
[7/5/2016 2:36:31 PM] Donovan Zapata: and apply the change
[7/5/2016 2:36:34 PM] Donovan Zapata: tell the customer

[7/5/2016 2:36:41 PM] Donovan Zapata: that is why he got the resource exhaustions
[7/5/2016 2:36:59 PM] Donovan Zapata: if you filter by that event id only, you will see many instances of
those resource exhaustions
[7/5/2016 2:37:08 PM] Donovan Zapata: static value is no good
[7/5/2016 2:37:14 PM] Donovan Zapata: system managed is good
[7/5/2016 2:37:41 PM] Donovan Zapata: by the way,
[7/5/2016 2:37:44 PM] Edgar Martinez: click on
system managed size
and apply the change????
[7/5/2016 2:37:50 PM] Donovan Zapata: that setting will not apply until the computer is rebooted
[7/5/2016 2:38:04 PM] Donovan Zapata: select the radio button - "System managed size"
[7/5/2016 2:38:27 PM] Donovan Zapata: good
[7/5/2016 2:38:32 PM] Donovan Zapata: do NOT reboot
[7/5/2016 2:38:37 PM] Donovan Zapata: be careful
[7/5/2016 2:38:41 PM] Donovan Zapata: after you click on OK
[7/5/2016 2:38:57 PM] Donovan Zapata: make sure you include this in hyour case notes
[7/5/2016 2:39:03 PM] Donovan Zapata: ok that's one thing
[7/5/2016 2:39:07 PM] Donovan Zapata: let's go to system log again
[7/5/2016 2:39:19 PM] Donovan Zapata: let's continue looking
[7/5/2016 2:39:24 PM] Donovan Zapata: 157
[7/5/2016 2:39:35 PM] Donovan Zapata: and 157
[7/5/2016 2:39:39 PM] Donovan Zapata: ???????
[7/5/2016 2:39:42 PM] Donovan Zapata: surprise removed?
[7/5/2016 2:39:49 PM] Donovan Zapata: what is that?
[7/5/2016 2:39:52 PM] Donovan Zapata: anyway

[7/5/2016 2:40:25 PM] Donovan Zapata: i would do a google search for that one
[7/5/2016 2:40:25 PM] Donovan Zapata: but
[7/5/2016 2:40:29 PM] Donovan Zapata: it seems pretty clear
[7/5/2016 2:40:34 PM] Donovan Zapata: slow performance
[7/5/2016 2:40:38 PM] Donovan Zapata: ok let's continue looking
[7/5/2016 2:40:59 PM] Donovan Zapata: let's do this
[7/5/2016 2:41:05 PM] Donovan Zapata: Filter current log
[7/5/2016 2:41:30 PM] Donovan Zapata: on the right sice
[7/5/2016 2:41:35 PM] Donovan Zapata: click on Filter current log
[7/5/2016 2:42:37 PM] Edgar Martinez: where can i find this
[7/5/2016 2:42:43 PM] Donovan Zapata: close that event
[7/5/2016 2:42:52 PM] Donovan Zapata: on the right side, click on Filter current log
[7/5/2016 2:43:03 PM] Donovan Zapata: ok,
[7/5/2016 2:43:08 PM] Donovan Zapata: in the All event Ids box
[7/5/2016 2:43:10 PM] Donovan Zapata: type this
[7/5/2016 2:43:21 PM] Donovan Zapata: -15,-157,-15300,-15301
[7/5/2016 2:43:24 PM] Donovan Zapata: and then OK
[7/5/2016 2:44:08 PM] Donovan Zapata: -36888
[7/5/2016 2:44:27 PM] Donovan Zapata: add those

[7/5/2016 2:45:42 PM] Donovan Zapata: on the right side
[7/5/2016 2:45:47 PM] Donovan Zapata: click on filter current log
[7/5/2016 2:45:51 PM] Donovan Zapata: and add these to the list
-2004
-36
-7030
-7034
[7/5/2016 2:46:14 PM] Donovan Zapata: and let's see what remains
[7/5/2016 2:47:18 PM] Donovan Zapata: the core crashed on 6/29
[7/5/2016 2:47:24 PM] Donovan Zapata: maybe .net framework errors
[7/5/2016 2:47:31 PM] Donovan Zapata: what is 153
[7/5/2016 2:47:48 PM] Donovan Zapata: there you go
[7/5/2016 2:47:50 PM] Donovan Zapata: more evidence
[7/5/2016 2:47:56 PM] Donovan Zapata: bad drives probably
[7/5/2016 2:47:57 PM] Donovan Zapata: not failed
[7/5/2016 2:48:00 PM] Donovan Zapata: just going bad
[7/5/2016 2:48:12 PM] Donovan Zapata: either you or your customer google search for that event id
[7/5/2016 2:49:46 PM] Donovan Zapata: This event may be an indication that the specified drive may be
failing soon. This is especially true if the event is recorded regularly.
[7/5/2016 2:50:10 PM] Donovan Zapata: those events would contribute to slow backups
[7/5/2016 2:50:13 PM] Donovan Zapata: also failing backups
[7/5/2016 2:50:20 PM] Donovan Zapata: but that's only one side of it
[7/5/2016 2:50:30 PM] Donovan Zapata: you guys still need to set the shadow copy storage to no limit
on the agents
[7/5/2016 2:50:33 PM] Donovan Zapata: per volume
[7/5/2016 2:50:43 PM] Donovan Zapata: (C,D,E,F,G, etc)
[7/5/2016 2:51:34 PM] Donovan Zapata: i think that core server needs more RAM
[7/5/2016 2:53:57 PM] Donovan Zapata: the inbound replicated still count as protected
[7/5/2016 2:54:22 PM] Donovan Zapata: so at the minimum I would put 16GB of RAM on that core
machine
[7/5/2016 2:54:38 PM] Donovan Zapata: thats why the system is trying to ballon the page file
[7/5/2016 2:54:41 PM] Donovan Zapata: not enough RAM
[7/5/2016 2:54:49 PM] Donovan Zapata: and the page file was being limited
[7/5/2016 2:54:52 PM] Donovan Zapata: so that was bad too
[7/5/2016 2:55:28 PM] Donovan Zapata: the core is a VM
[7/5/2016 2:55:29 PM] Donovan Zapata: on vmware
[7/5/2016 2:55:30 PM] Donovan Zapata: so....
[7/5/2016 2:55:34 PM] Donovan Zapata: it gets tricky there
[7/5/2016 2:55:40 PM] Donovan Zapata: since the customer will need to review the config
[7/5/2016 2:55:45 PM] Donovan Zapata: and see where the bottleneck is
[7/5/2016 2:56:05 PM] Donovan Zapata: that guy is Canadian
[7/5/2016 2:56:08 PM] Donovan Zapata: how is he?
[7/5/2016 2:56:13 PM] Donovan Zapata: pain in the ass?
[7/5/2016 2:56:19 PM] Donovan Zapata: they can be a pain sometimes
[7/5/2016 2:56:50 PM] Donovan Zapata: i need to use restroom, be back in a couple of minutes
[7/5/2016 2:57:03 PM] Edgar Martinez: he said that gives a second
[7/5/2016 2:57:11 PM] Edgar Martinez: yeah is canadian
[7/5/2016 2:57:20 PM] Edgar Martinez: i said what you said
[7/5/2016 2:57:29 PM] Edgar Martinez: about the 16 gb and all of that
[7/5/2016 2:59:05 PM] Edgar Martinez: he wants to talk with some people
[7/5/2016 2:59:17 PM] Edgar Martinez: but more jerarquia
[7/5/2016 2:59:18 PM] Edgar Martinez: jeje
[7/5/2016 2:59:39 PM] Edgar Martinez: i dont know if i can call you and you speak to Tim too
[7/5/2016 2:59:43 PM] Donovan Zapata: i'm back
[7/5/2016 2:59:58 PM] Donovan Zapata: yeah
[7/5/2016 3:00:05 PM] Donovan Zapata: conference call
[7/5/2016 3:00:12 PM] Donovan Zapata: extension 37014
[7/5/2016 3:00:19 PM] Edgar Martinez: how can i do it?
[7/5/2016 3:00:30 PM] Donovan Zapata: hmmm....do you have a cisco phone?
[7/5/2016 3:00:46 PM] Donovan Zapata: you should be able to just dial those numbers
[7/5/2016 3:00:49 PM] Donovan Zapata: internal
[7/5/2016 3:00:56 PM] Donovan Zapata: so no need to go outside the system
[7/5/2016 3:00:57 PM] Donovan Zapata: oh
[7/5/2016 3:01:00 PM] Donovan Zapata: but the conf call
[7/5/2016 3:01:03 PM] Donovan Zapata: hmm
[7/5/2016 3:01:12 PM] Donovan Zapata: you should have a conf call button
[7/5/2016 3:01:13 PM] Edgar Martinez: transfer?
[7/5/2016 3:01:14 PM] Donovan Zapata: on the display
[7/5/2016 3:01:17 PM] Donovan Zapata: not transfer
[7/5/2016 3:01:29 PM] Donovan Zapata: conf call
[7/5/2016 3:02:03 PM] Donovan Zapata: tell him you'll call him back i
[7/5/2016 3:02:05 PM] Donovan Zapata: if it drops

[7/5/2016 3:05:57 PM] Donovan Zapata: ugh
[7/5/2016 3:06:01 PM] Donovan Zapata: pain in the ass customers
[7/5/2016 3:06:06 PM] Donovan Zapata: they don't want to do shit
[7/5/2016 3:06:12 PM] Donovan Zapata: and they just bitch
[7/5/2016 3:06:14 PM] Donovan Zapata: typical
[7/5/2016 3:06:33 PM] Edgar Martinez: yes i getting me nervious and the other case is about roll up so...
[7/5/2016 3:06:43 PM] Edgar Martinez: pain in the ass too
[7/5/2016 3:06:44 PM] Donovan Zapata: rollups failing?
[7/5/2016 3:06:47 PM] Donovan Zapata: or taking too long?
[7/5/2016 3:06:54 PM] Edgar Martinez: let me see
[7/5/2016 3:07:10 PM] Donovan Zapata: no failures
[7/5/2016 3:07:11 PM] Donovan Zapata: at all
[7/5/2016 3:07:12 PM] Donovan Zapata: none
[7/5/2016 3:07:15 PM] Donovan Zapata: so...
[7/5/2016 3:07:18 PM] Donovan Zapata: most likely it's performance
[7/5/2016 3:10:18 PM] Edgar Martinez: his performance sucks then...
[7/5/2016 3:11:45 PM] Edgar Martinez: this is the kb but cannot opened
[7/5/2016 3:12:04 PM] Donovan Zapata: what a pain
[7/5/2016 3:12:08 PM] Edgar Martinez: get a problem with siebel

[7/5/2016 3:14:13 PM] Donovan Zapata: make notes of this
[7/5/2016 3:15:45 PM] Donovan Zapata: oh my god
[7/5/2016 3:15:46 PM] Edgar Martinez: trying to roll up recovery points- was connected to repostiory
that was full and make it larger but still getting rollup errors
[7/5/2016 3:16:00 PM] Edgar Martinez: now i can opened
[7/5/2016 3:16:33 PM] Edgar Martinez: damn it...
[7/5/2016 3:17:02 PM] Edgar Martinez: pain in the ass
[7/5/2016 3:19:42 PM] Donovan Zapata: get the logs
[7/5/2016 3:19:46 PM] Donovan Zapata: let's review
[7/5/2016 3:19:54 PM] Donovan Zapata: and let's modify some settings
[7/5/2016 3:19:59 PM] Edgar Martinez: it seems to be upset
[7/5/2016 3:20:06 PM] Donovan Zapata: here's something that we need to do
[7/5/2016 3:20:11 PM] Donovan Zapata: we need to get a TPS involved
[7/5/2016 3:20:26 PM] Donovan Zapata: because, they are not going to accept any info we give them
[7/5/2016 3:20:36 PM] Donovan Zapata: unless they hear it from a technical product specialist
[7/5/2016 3:20:59 PM] Donovan Zapata: have your manager request that a TPS review this customer's
configuration
[7/5/2016 3:21:13 PM] Donovan Zapata: so our TPS knows exactly what they have
[7/5/2016 3:21:23 PM] Donovan Zapata: but this is not going to be a quick fix
[7/5/2016 3:21:48 PM] Donovan Zapata: and i think the problem is with how they have their systems
configured
[7/5/2016 3:21:56 PM] Donovan Zapata: too much I/O on one NAS
[7/5/2016 3:22:12 PM] Donovan Zapata: the guy mentioned they are using SSD drives
[7/5/2016 3:22:19 PM] Donovan Zapata: but only for caching
[7/5/2016 3:22:24 PM] Donovan Zapata: it's not all SSD
[7/5/2016 3:22:57 PM] Donovan Zapata: does your customer Tim have access to the NAS?
[7/5/2016 3:23:07 PM] Donovan Zapata: and if he does, would he be willing to show us the
configuration?
[7/5/2016 3:23:34 PM] Donovan Zapata: i can tell you they are most likely not going to want to show us
their storage
[7/5/2016 3:23:37 PM] Edgar Martinez: thats the question of a tps?
[7/5/2016 3:23:47 PM] Donovan Zapata: ?
[7/5/2016 3:23:56 PM] Donovan Zapata: no, i was just wondering
[7/5/2016 3:24:01 PM] Edgar Martinez: ahhhh
[7/5/2016 3:24:03 PM] Donovan Zapata: if your customer Tim has access to the NAS
[7/5/2016 3:24:12 PM] Donovan Zapata: because we need to see the config
[7/5/2016 3:24:21 PM] Donovan Zapata: and understand what is running on it
[7/5/2016 3:25:08 PM] Edgar Martinez: and with the roll up case is the same issue of performance i
think so
[7/5/2016 3:25:18 PM] Donovan Zapata: yeah, it's all based on performance
[7/5/2016 3:25:22 PM] Donovan Zapata: no failures
[7/5/2016 3:25:31 PM] Edgar Martinez: damn it...
[7/5/2016 3:25:40 PM] Donovan Zapata: these two cases
[7/5/2016 3:25:46 PM] Donovan Zapata: are going to be a pain to work on
[7/5/2016 3:26:00 PM] Donovan Zapata: because i guarantee you that the problem is on their
configuration
[7/5/2016 3:26:06 PM] Donovan Zapata: not the Rapid Recovery software
[7/5/2016 3:26:08 PM] Donovan Zapata: ugh....
[7/5/2016 3:26:10 PM] Donovan Zapata: sorry man
[7/5/2016 3:26:25 PM] Donovan Zapata: that's why we need your manage to request that a TPS get
involved
[7/5/2016 3:26:36 PM] Donovan Zapata: most likely one from the Reston office
[7/5/2016 3:26:59 PM] Donovan Zapata: i'm thinking Tudor, Tim (Seymour), or Wayne
[7/5/2016 3:27:42 PM] Donovan Zapata: i would say you can end the call and webex with your customer
and tell him we are going to review the logs and will get a Technical Product Specialist involved
[7/5/2016 3:27:48 PM] Donovan Zapata: and we will get back to them
[7/5/2016 3:27:51 PM] Donovan Zapata: as soon as possible
[7/5/2016 3:28:24 PM] Edgar Martinez: ok, so i need to talk with a Tps for help us
[7/5/2016 3:28:56 PM] Edgar Martinez: i have some screen shots
[7/5/2016 3:29:09 PM] Edgar Martinez: about what we found
[7/5/2016 3:30:55 PM] Edgar Martinez: and Derek is just like us?
[7/5/2016 3:35:40 PM] Edgar Martinez: or is a TPS?
[7/5/2016 3:40:55 PM] Donovan Zapata: i was just talking with my manager about this
[7/5/2016 3:41:03 PM] Donovan Zapata: we are going to get you help via a TPS
[7/5/2016 3:41:26 PM] Donovan Zapata: Derek is a team lead
[7/5/2016 3:41:28 PM] Donovan Zapata: not TPS
[7/5/2016 3:41:41 PM] Donovan Zapata: Brian Pentony is my manager
[7/5/2016 3:41:51 PM] Donovan Zapata: and he is going to get help for you
[7/5/2016 3:41:54 PM] Donovan Zapata: via a TPS
[7/5/2016 3:41:57 PM] Donovan Zapata: not sure who yet
[7/5/2016 3:42:14 PM] Donovan Zapata: is there a way to save that ATTO test?
[7/5/2016 3:42:20 PM] Donovan Zapata: if you click on file and then save?
[7/5/2016 3:43:01 PM] Donovan Zapata: Derek mentioned using the SQLIO KB
[7/5/2016 3:43:06 PM] Donovan Zapata: and running similar tests
[7/5/2016 3:43:12 PM] Donovan Zapata: i have not looked at the KB yet
[7/5/2016 3:43:25 PM] Donovan Zapata: but let me look for it
[7/5/2016 3:44:27 PM] Donovan Zapata: if you end up using that KB, link it in the solutions
[7/5/2016 3:47:59 PM] Donovan Zapata: Derek just mentioned a product defect
[7/5/2016 3:48:02 PM] Donovan Zapata: that i didn't know about

[7/5/2016 3:48:10 PM] Donovan Zapata: it won't fix everything
[7/5/2016 3:48:22 PM] Donovan Zapata: but it's something to verify
[7/5/2016 3:48:45 PM] Donovan Zapata: if you look at the rollups
[7/5/2016 3:48:50 PM] Donovan Zapata: they are all starting at the same time
[7/5/2016 3:48:54 PM] Donovan Zapata: that's a product defect
[7/5/2016 3:49:06 PM] Donovan Zapata: in 6.0.2.144
[7/5/2016 3:49:35 PM] Donovan Zapata: and apparently that means that the rollup nightly job is missing
from the job settings
[7/5/2016 3:49:38 PM] Donovan Zapata: on the core configuration
[7/5/2016 3:49:46 PM] Donovan Zapata: so it needs to be added manually
[7/5/2016 3:49:53 PM] Donovan Zapata: i'll see if i can find that defect ID
[7/5/2016 3:52:15 PM] Donovan Zapata: ok i just sent you an email
[7/5/2016 3:52:21 PM] Donovan Zapata: i think that's the product defect
[7/5/2016 3:52:40 PM] Donovan Zapata: "As result rollups for all agents starts simultaneously"
[7/5/2016 3:53:00 PM] Donovan Zapata: so if all rollups for all agents run simultaneously that would
hammer the core performance
[7/5/2016 3:53:02 PM] Donovan Zapata: until they are done
[7/5/2016 3:53:09 PM] Donovan Zapata: getting ready to go here
[7/5/2016 3:53:19 PM] Donovan Zapata: let's chat tomorrow abou this one
[7/5/2016 3:55:05 PM] Edgar Martinez: atto test?
[7/5/2016 3:55:46 PM] Donovan Zapata: yeah, see if you or your customer can save the results of that
I/O test
[7/5/2016 3:55:52 PM] Donovan Zapata: i would still run SQLIO
[7/5/2016 3:56:58 PM] Edgar Martinez: he finished the web ex session
[7/5/2016 3:57:05 PM] Donovan Zapata: that's fine
[7/5/2016 3:57:19 PM] Donovan Zapata: by the way, those NEXT DIMENSION INC people
[7/5/2016 3:57:24 PM] Donovan Zapata: just stay away from them
[7/5/2016 3:57:28 PM] Donovan Zapata: in the future
[7/5/2016 3:57:33 PM] Donovan Zapata: they are assholes
[7/5/2016 3:57:41 PM] Edgar Martinez: ahhhh now i know
[7/5/2016 3:57:47 PM] Donovan Zapata: make a list
[7/5/2016 3:57:49 PM] Donovan Zapata: so you remember
[7/5/2016 3:58:17 PM] Donovan Zapata: it's good to remember the bad ones and the good ones
[7/5/2016 3:58:42 PM] Edgar Martinez: yeah im like a rabbit affraid for the wolf jajajaja
[7/5/2016 3:59:13 PM] Donovan Zapata: it's okay, that's why we have senior engineers and TPS who can
help us
[7/5/2016 3:59:20 PM] Donovan Zapata: team effort
[7/5/2016 3:59:26 PM] Donovan Zapata: okay, i'm done for today
[7/5/2016 3:59:28 PM] Donovan Zapata: see you tomorrow
[7/5/2016 4:00:31 PM] Edgar Martinez: i dont know what to put in these case
[7/5/2016 4:00:38 PM] Edgar Martinez: to update it
[7/5/2016 4:08:55 PM] Edgar Martinez: im going to said these> we are going to review the logs and will
get a Technical Product Specialist involved > but we need a information about it that you ask by phone
[7/5/2016 5:32:58 PM] Edgar Martinez: I really appreciate your help man sinceresly i wanna thank you
[7/6/2016 8:46:41 AM] Donovan Zapata: hey Edgar
[7/6/2016 8:46:46 AM] Donovan Zapata: i just started my shift
[7/6/2016 8:46:55 AM] Donovan Zapata: or at 10am EST is when i actually start
[7/6/2016 8:46:58 AM] Donovan Zapata: but i'm online now
[7/6/2016 8:47:37 AM] Donovan Zapata: yeah so the update to the customer is that we are reviewing
their logs and are going to get a TPS invoved
[7/6/2016 8:48:26 AM] Donovan Zapata: we just need any documentation they can provide about the
their infrastructure as it relates to the Rapid Recovery core, repository/repositories, and physical/virtual
networking.
[7/6/2016 8:53:32 AM] Edgar Martinez: hey bro, dont worry
[7/6/2016 8:54:08 AM] Edgar Martinez: im going to send this kb to the user about the roll up
[7/6/2016 8:58:17 AM] Donovan Zapata: yep
[7/6/2016 8:59:03 AM] Edgar Martinez: you have the log that expecify this issue?
[7/6/2016 8:59:14 AM] Edgar Martinez: just to put it into the plan
[7/6/2016 8:59:55 AM] Donovan Zapata: if you look at logs, search for "rolling" after loading the
mongodb
[7/6/2016 9:00:05 AM] Donovan Zapata: and you'll see they all start at the same time
[7/6/2016 9:00:15 AM] Donovan Zapata: question, do you have the aainfo browser?
[7/6/2016 9:00:21 AM] Donovan Zapata: for reviewing logs?
[7/6/2016 9:00:48 AM] Edgar Martinez: yes
[7/6/2016 9:01:16 AM] Edgar Martinez: but im dealing with that
[7/6/2016 9:01:38 AM] Edgar Martinez: learning to use it
[7/6/2016 9:03:16 AM] Donovan Zapata: do you know how to load the events database?
[7/6/2016 9:06:31 AM] Donovan Zapata: in the box at the bottom right
[7/6/2016 9:06:32 AM] Donovan Zapata: type
[7/6/2016 9:06:35 AM] Donovan Zapata: rolling
[7/6/2016 9:06:39 AM] Donovan Zapata: also,
[7/6/2016 9:06:46 AM] Donovan Zapata: click on the tab job info records
[7/6/2016 9:06:54 AM] Donovan Zapata: thats what you want to look at
[7/6/2016 9:06:59 AM] Donovan Zapata: and then search for rolling
[7/6/2016 9:12:01 AM] Donovan Zapata: hmm, those are different logs than the other screenshot, right?
[7/6/2016 9:12:12 AM] Donovan Zapata: you are missing the mongo dump
[7/6/2016 9:19:53 AM] Edgar Martinez: let me chekc
[7/6/2016 9:19:55 AM] Edgar Martinez: check

[7/6/2016 9:20:18 AM] Edgar Martinez: is the same case
[7/6/2016 9:21:11 AM] Donovan Zapata: so....where is the mongodb tab (at the bottom) in your second
screenshot?
[7/6/2016 9:21:16 AM] Donovan Zapata: it's there in the first screenshot
[7/6/2016 9:25:06 AM] Edgar Martinez: i hide it accidently
[7/6/2016 9:25:52 AM] Donovan Zapata: the job info records tab,
[7/6/2016 9:25:56 AM] Donovan Zapata: search for rolling
[7/6/2016 9:25:58 AM] Donovan Zapata: bottom right
[7/6/2016 9:26:05 AM] Donovan Zapata: and then you will see only the rollups
[7/6/2016 9:26:12 AM] Donovan Zapata: look at the start time
[7/6/2016 9:26:31 AM] Donovan Zapata: not the right place
[7/6/2016 9:26:37 AM] Donovan Zapata: the job info records tab,
search for rolling
bottom right
and then you will see only the rollups
look at the start time
[7/6/2016 9:27:35 AM] Donovan Zapata: search for "rolling" there
[7/6/2016 9:30:15 AM] Edgar Martinez: thats a good one i even dont know that trick
[7/6/2016 9:30:36 AM] Donovan Zapata: that is the best way to find what you are looking for
[7/6/2016 9:30:53 AM] Donovan Zapata: see the problem there?
[7/6/2016 9:30:55 AM] Donovan Zapata: the start time
[7/6/2016 9:31:00 AM] Donovan Zapata: that is not supposed to work that way
[7/6/2016 9:31:09 AM] Donovan Zapata: the core should NOT roll up multiple machines at the same
time
[7/6/2016 9:31:15 AM] Donovan Zapata: it should do 1 machine at a time
[7/6/2016 9:31:22 AM] Donovan Zapata: so it does one, finishes, moves on to the next
[7/6/2016 9:31:54 AM] Edgar Martinez: yes at 1pm
[7/6/2016 9:32:10 AM] Edgar Martinez: am
[7/6/2016 9:32:32 AM] Edgar Martinez: it seems to be all success
[7/6/2016 9:32:36 AM] Edgar Martinez: but is not right
[7/6/2016 9:34:44 AM] Donovan Zapata: that is the product defect
[7/6/2016 9:35:11 AM] Edgar Martinez: damn it.. ucranians again... jeje
[7/6/2016 9:35:29 AM] Donovan Zapata: haha
[7/6/2016 9:35:40 AM] Donovan Zapata: although,
[7/6/2016 9:35:44 AM] Donovan Zapata: the way i see it
[7/6/2016 9:35:53 AM] Donovan Zapata: they are allowing us to keep our jobs
[7/6/2016 9:36:02 AM] Donovan Zapata: they break stuff, we help customer fix it
[7/6/2016 9:41:10 AM] Edgar Martinez: but if you see the kb
[7/6/2016 9:41:25 AM] Edgar Martinez: it seems to be solvent in 6.0.2
[7/6/2016 9:42:28 AM] Edgar Martinez: STATUS
This issue is resolved in Rapid Recovery 6.0.2 and can be downloaded at the Download Software page.
[7/6/2016 9:42:41 AM] Edgar Martinez: the core has 6.0.2.144
[7/6/2016 9:45:15 AM] Edgar Martinez: i dont know if they need the patch of rr too or if its ok with this
kb
[7/6/2016 9:49:04 AM] Edgar Martinez: im going to send it anywat
[7/6/2016 9:49:07 AM] Edgar Martinez: anyway
[7/6/2016 9:49:24 AM] Edgar Martinez: Hello Tim,
Good morning, thank you for having communicated with AppAssure Data protection, where your
satisfaction is very important to us. My name is Edgar Martinez and I am the engineer who is taken your
case. I'm contacting you in
regards to the Webex session that we has, and the logs for the rollup error, so this is the [PLAN]
PROBLEM:
After upgrading to Rapid Recovery from AppAssure, you notice that some nightly jobs perform at the
same time with each other. This mainly affects Attachability Checks and Roll Up jobs.
In AppAssure, a parent roll up job had multiple child jobs when expanded. New rollup logic is introduced
in Rapid Recovery, which makes each individual protected machine's roll up job a separate parent job.
After upgrading to Rapid Recovery from AppAssure, you noticed that the roll up jobs are running for all
protected machines at the same time instead of one after the other, as it designed too. This severely
impacts other Core functions such as blocking replication and exports or causing backups to fail.
The same issue may occur with attachability checks for the protected SQL servers and would be present
if more than one SQL server is protected and enabled for attachability checks.
LOGS:
We found in the logs Mondo DB rolling up at 1:00 am for several machines, it must be one at the time.
Defect D-32670 has been assigned for this issue. During the upgrade process, some Background Job
Settings are not carried over, such as roll up and attachability checks. This in turn causes all roll ups and
the attachability checks for the SQL protected servers to kick off at the same time when the nightly job is
invoked.
ACTIONS:
To workaround this issue, reset Rollup and Attachability Checks in Nightly Jobs. In the Rapid Recovery
user interface:
Navigate to Settings (gear icon in the upper left hand corner)
Go to Nightly Jobs and click Change
Uncheck Rollup, uncheck Check attachability of SQL databases, and click OK
Go to Nightly Jobs and click Change
Check Rollup, check Check attachability of SQL databases, and click OK
NOTE: If the a Rollup script from AppAssure 5 is active in your environment, disable and remove it. The
script is no longer needed in Rapid Recovery. If the script is enabled it may cause this behavior.
NEXT STEPS:
Please follow the steps, contact me if this is still an issue or if you need additional assistance. I hope this
could help you to be more clearly about what to do. In case you need any additional information i am
here to help you. Have a nice day!.
Thank you very much for your time.
Edgar Martinez
Dell Software
[7/6/2016 9:51:05 AM] Donovan Zapata: it seems to be solvent in 6.0.2yes, but you still have to do the
steps you have in the Actions above
[7/6/2016 9:51:25 AM] Donovan Zapata: so the upgrade to 6.0.2 does not in itself fix it
[7/6/2016 9:51:30 AM] Donovan Zapata: you have to do that manually
[7/6/2016 9:51:52 AM] Donovan Zapata: your email looks good
[7/6/2016 9:51:57 AM] Donovan Zapata: you can send it
[7/6/2016 9:52:29 AM] Donovan Zapata: he may reply back and say "How is this going to fix the
performance issue (slowness)?
[7/6/2016 9:52:33 AM] Donovan Zapata: it doesnt,
[7/6/2016 9:52:34 AM] Donovan Zapata: but
[7/6/2016 9:52:40 AM] Edgar Martinez: thanks dude
[7/6/2016 9:52:47 AM] Donovan Zapata: it rectifies the behavior with the rollups
[7/6/2016 9:52:55 AM] Donovan Zapata: so....fixing one thing at a time
[7/6/2016 10:17:05 AM] Edgar Martinez: Hi Edgar,
I think there is confusion on your end of the issue.
The rollup is only failing on one agent machine, and it fails even when I manually start the roll up
(without any other tasks running).
[7/6/2016 10:17:10 AM] Edgar Martinez: he answer these
[7/6/2016 10:17:33 AM] Donovan Zapata: ?
[7/6/2016 10:17:48 AM] Donovan Zapata: i didn't even know there were any failures
[7/6/2016 10:17:52 AM] Donovan Zapata: hahaha
[7/6/2016 10:21:29 AM] Edgar Martinez: yeah he said Can you please call so I can get you connected
and show you what the actual problem is?
[7/6/2016 10:40:25 AM] Donovan Zapata: okay
[7/6/2016 10:40:27 AM] Donovan Zapata: go for it
[7/6/2016 11:02:56 AM] Edgar Martinez: i send the webex get a wait
[7/6/2016 11:03:12 AM] Edgar Martinez: but he needs to resolve these anyway
[7/6/2016 11:19:29 AM] Donovan Zapata: wow

[7/6/2016 11:19:32 AM] Donovan Zapata: lot of failures
[7/6/2016 11:19:42 AM] Donovan Zapata: i would upgrade that core first to 6.0.2.144
[7/6/2016 11:19:43 AM] Donovan Zapata: and patch
[7/6/2016 11:19:49 AM] Donovan Zapata: i forget which patch it is
[7/6/2016 11:19:55 AM] Donovan Zapata: but whichever is the latest
[7/6/2016 11:20:15 AM] Donovan Zapata: P-1801
[7/6/2016 11:20:18 AM] Donovan Zapata: for 6.0.2.144
[7/6/2016 11:21:33 AM] Edgar Martinez: he only said
[7/6/2016 11:21:44 AM] Edgar Martinez: from Tim Robbins to All Participants:
This is the core server
from Edgar Martinez to All Participants:
you have a lot of failures here
sorry
from Tim Robbins to All Participants:
only rollups for cbwindsor-bdc are failing
repository has 20% free space and there are no other rollups happening when they fai
[7/6/2016 11:22:22 AM] Donovan Zapata: fiind the reason for the rollup failure
[7/6/2016 11:22:28 AM] Donovan Zapata: if you expand the jobs you'll see it
[7/6/2016 11:26:21 AM] Donovan Zapata: is that the rollup?
[7/6/2016 11:26:45 AM] Donovan Zapata: show me the repository
[7/6/2016 11:26:49 AM] Donovan Zapata: and how big is that backup
[7/6/2016 11:26:59 AM] Donovan Zapata: or is that the rollup failing due to full repo?
[7/6/2016 11:27:13 AM] Donovan Zapata: find out if the agent is trying to do a base image
[7/6/2016 11:27:17 AM] Donovan Zapata: that will fill up the repo
[7/6/2016 11:29:44 AM] Donovan Zapata: show me the repository
[7/6/2016 11:29:47 AM] Donovan Zapata: that is the agent
[7/6/2016 11:32:01 AM] Donovan Zapata: by the way, the agent's c drive is very low on free space
[7/6/2016 11:32:10 AM] Donovan Zapata: that will probably cause the backups for it to fail
[7/6/2016 11:32:16 AM] Donovan Zapata: that should be a different case
[7/6/2016 11:36:01 AM] Donovan Zapata: how much free space
[7/6/2016 11:36:02 AM] Donovan Zapata: in repo?
[7/6/2016 11:36:12 AM] Donovan Zapata: for that agent?
[7/6/2016 11:36:12 AM] Donovan Zapata: i can give you the number
[7/6/2016 11:36:21 AM] Donovan Zapata: i want to see if you can tell me
[7/6/2016 11:36:26 AM] Donovan Zapata: how much free space
[7/6/2016 11:36:27 AM] Donovan Zapata: remains
[7/6/2016 11:36:30 AM] Donovan Zapata: in the repository
[7/6/2016 11:36:32 AM] Donovan Zapata: for that agent
[7/6/2016 11:37:26 AM] Edgar Martinez: i send you the screen shot
[7/6/2016 11:37:49 AM] Donovan Zapata: i saw the screenshot
[7/6/2016 11:37:54 AM] Donovan Zapata: and i know how much free space remains
[7/6/2016 11:37:58 AM] Donovan Zapata: i want you to tell me
[7/6/2016 11:38:04 AM] Donovan Zapata: how much free space remains
[7/6/2016 11:38:07 AM] Donovan Zapata: want a hint?
[7/6/2016 11:38:45 AM] Donovan Zapata: so looking at that
[7/6/2016 11:38:49 AM] Edgar Martinez: ohhhh

[7/6/2016 11:38:52 AM] Donovan Zapata: how much free space remains?
[7/6/2016 11:39:02 AM] Donovan Zapata: we can see how much is being used out of the total
[7/6/2016 11:39:19 AM] Edgar Martinez: about 53 gb
[7/6/2016 11:39:26 AM] Donovan Zapata: yes!!
[7/6/2016 11:39:31 AM] Donovan Zapata: so
[7/6/2016 11:39:39 AM] Donovan Zapata: if the agent is trying to do a base image
[7/6/2016 11:39:46 AM] Donovan Zapata: (i don't know if it is)
[7/6/2016 11:39:50 AM] Donovan Zapata: but'
[7/6/2016 11:39:52 AM] Donovan Zapata: if it is
[7/6/2016 11:39:54 AM] Donovan Zapata: then
[7/6/2016 11:39:58 AM] Donovan Zapata: that will fill up the repo
[7/6/2016 11:40:10 AM] Donovan Zapata: because the base would use more than 53gb
[7/6/2016 11:40:19 AM] Donovan Zapata: so find out if it's trying to do a base
[7/6/2016 11:40:22 AM] Donovan Zapata: or incremental
[7/6/2016 11:40:29 AM] Donovan Zapata: my guess is it's a base
[7/6/2016 11:40:38 AM] Donovan Zapata: if it's trying to do a base,
[7/6/2016 11:40:48 AM] Donovan Zapata: delete data from the repo or extend it
Anything?
Or can you just escalate this
[7/6/2016 11:40:50 AM] Edgar Martinez: jaja
[7/6/2016 11:41:03 AM] Donovan Zapata: do not escalate to development'
[7/6/2016 11:41:11 AM] Donovan Zapata: this should not be escalated to development
[7/6/2016 11:41:23 AM] Donovan Zapata: look at the transfers for that machine
[7/6/2016 11:41:30 AM] Donovan Zapata: see if it's doing an incremental
[7/6/2016 11:41:32 AM] Donovan Zapata: or base image
[7/6/2016 11:41:41 AM] Donovan Zapata: if it's trying to do a base,
delete data from the repo or extend it
[7/6/2016 11:42:25 AM] Donovan Zapata: i'm going to lunch
[7/6/2016 11:42:32 AM] Donovan Zapata: will ping you when i get back
[7/6/2016 11:44:20 AM] Edgar Martinez: so what can i do
[7/6/2016 11:44:22 AM] Edgar Martinez: with customer
[7/6/2016 11:44:56 AM] Edgar Martinez: how can i check for incremental or base
[7/6/2016 11:55:52 AM] Edgar Martinez: the customer talk me to escalate the issue
and you can check that yourself... do you not know how to use your own software??
please escalate this issue.
That what i need to figure out with the based and the incremental
We cant kick off another base because the rollups have been failing for months
[7/6/2016 12:11:25 PM] Edgar Martinez: hey men when you come back please chat me im going to eat
too
[7/6/2016 12:49:33 PM] Donovan Zapata: hey i'm back
[7/6/2016 12:50:23 PM] Donovan Zapata: are still connected to the customer's core?
[7/6/2016 12:50:25 PM] Donovan Zapata: if not,
[7/6/2016 12:50:32 PM] Donovan Zapata: let's review the latest logs you have
[7/6/2016 12:50:38 PM] Donovan Zapata: in the events

[7/6/2016 12:50:46 PM] Donovan Zapata: search for transfers for that agent
[7/6/2016 12:50:49 PM] Donovan Zapata: see how big they are
[7/6/2016 1:36:41 PM] Edgar Martinez: hey donovan
[7/6/2016 1:36:50 PM] Donovan Zapata: hi Edgar
[7/6/2016 1:37:58 PM] Edgar Martinez: he talks me to escalete the cases and make redispatch, i talk
with my manager, and he talks me that if you can take those cases, but i wanna know how to resolve it
for learn
[7/6/2016 1:38:20 PM] Donovan Zapata: i will not be able to take them
[7/6/2016 1:38:26 PM] Donovan Zapata: but i can definitely help and advice
[7/6/2016 1:38:36 PM] Donovan Zapata: has your manager gotten a TPS involved?
[7/6/2016 1:38:39 PM] Donovan Zapata: we need that
[7/6/2016 1:38:50 PM] Donovan Zapata: if i had those cases that would be my next step
[7/6/2016 1:38:52 PM] Donovan Zapata: get a TPS
[7/6/2016 1:39:16 PM] Donovan Zapata: it's amazing how hearing the same thing from a TPS makes the
customer more compliant
[7/6/2016 1:39:48 PM] Edgar Martinez: you know if Jeremi is a TPS?
[7/6/2016 1:40:01 PM] Donovan Zapata: he is not
[7/6/2016 1:40:18 PM] Edgar Martinez: rayos...
[7/6/2016 1:40:26 PM] Donovan Zapata: my manager Brian should have already reached out to your
manager and provided guidance on requesting help from a TPS
[7/6/2016 1:40:34 PM] Donovan Zapata: do you know if your manager received that info?
[7/6/2016 1:40:44 PM] Edgar Martinez: let me talk with my manager
[7/6/2016 1:40:56 PM] Donovan Zapata: i hate doing it this way,
[7/6/2016 1:40:59 PM] Donovan Zapata: that is the process
[7/6/2016 1:41:09 PM] Donovan Zapata: so yesterday, after we got off the phone
[7/6/2016 1:41:13 PM] Donovan Zapata: i walked over to my manager

[7/6/2016 1:41:19 PM] Donovan Zapata: and asked for assistance
[7/6/2016 1:41:22 PM] Donovan Zapata: from a TPS
[7/6/2016 1:41:23 PM] Donovan Zapata: for you
[7/6/2016 1:41:25 PM] Donovan Zapata: and he said
[7/6/2016 1:41:46 PM] Donovan Zapata: that this is a perfect opportunity
[7/6/2016 1:41:54 PM] Donovan Zapata: for the process to be put into place in panama
[7/6/2016 1:42:08 PM] Donovan Zapata: so your manager will request assistance from a TPS
[7/6/2016 1:42:12 PM] Donovan Zapata: (not sure who)
[7/6/2016 1:42:19 PM] Donovan Zapata: and then that TPS will review the case with you
[7/6/2016 1:42:20 PM] Donovan Zapata: and then
[7/6/2016 1:42:31 PM] Donovan Zapata: he/she will provide assistance either by reviewing logs,
[7/6/2016 1:42:37 PM] Donovan Zapata: getting on a phone call with you and the customer,
[7/6/2016 1:42:43 PM] Donovan Zapata: connecting via webex
[7/6/2016 1:42:47 PM] Donovan Zapata: or all of the above
[7/6/2016 1:43:22 PM] Donovan Zapata: so you can tell your customer that you have escalated this to
your manager and are waiting to get assistance from a TPS
[7/6/2016 1:55:17 PM] Edgar Martinez: ok im talking with my manager
[7/6/2016 2:16:32 PM] Edgar Martinez: he is gonna talk to involve another tps
[7/6/2016 2:23:08 PM] Donovan Zapata: sounds good
[7/6/2016 2:23:47 PM] Edgar Martinez: i think wayne is gonna help us
[7/6/2016 2:23:57 PM] Donovan Zapata: he is a really good engineer
[7/6/2016 2:24:02 PM] Donovan Zapata: i hope he is the one helping
[7/6/2016 2:24:16 PM] Edgar Martinez: he say that in rollup theres orphaneds
[7/6/2016 2:24:20 PM] Edgar Martinez: orphaned
[7/6/2016 2:24:46 PM] Donovan Zapata: that sucks

[7/6/2016 2:25:00 PM] Donovan Zapata: he say that in rollup theres orphanedswho said that, Wayne or
Tim the customer?
[7/6/2016 2:28:24 PM] Edgar Martinez: there are three agents with orphans
and repository corruption
this is why rollup is failing at night
[7/6/2016 2:28:51 PM] Donovan Zapata: did he show you how he found that info?
[7/6/2016 2:28:54 PM] Donovan Zapata: do you know how?
[7/6/2016 2:34:26 PM] Edgar Martinez: i think with the logs
[7/6/2016 2:34:45 PM] Donovan Zapata: but do you know what exactly to look for
[7/6/2016 2:35:08 PM] Donovan Zapata: what terms or words you would look for in the logs
[7/6/2016 2:35:22 PM] Edgar Martinez: sincerily no men
[7/6/2016 2:35:25 PM] Donovan Zapata: ok, here you go
[7/6/2016 2:35:29 PM] Donovan Zapata: corruption =
[7/6/2016 2:35:33 PM] Donovan Zapata: badrecord,
[7/6/2016 2:35:36 PM] Donovan Zapata: bad record
[7/6/2016 2:35:41 PM] Donovan Zapata: DVM badrecord
[7/6/2016 2:35:58 PM] Donovan Zapata: for orphans just look for orphan or orphaned
[7/6/2016 2:36:03 PM] Donovan Zapata: the aainfo browser
[7/6/2016 2:36:06 PM] Donovan Zapata: will tell you
[7/6/2016 2:36:13 PM] Donovan Zapata: it will be in red color
[7/6/2016 2:36:15 PM] Donovan Zapata: top left
[7/6/2016 2:36:25 PM] Donovan Zapata: and it will tell you the name of the agents with orphans
[7/6/2016 2:36:37 PM] Donovan Zapata: and which recovery points are orphaned
[7/6/2016 2:36:58 PM | Edited 2:37:20 PM] Donovan Zapata: badrecord,

bad record
DVM badrecordjust to clarify, these are 3 different terms
[7/6/2016 2:37:12 PM] Donovan Zapata: sometimes it is spelled badrecord or sometimes it's bad record
[7/8/2016 2:39:27 PM] Edgar Martinez: hey dude
[7/8/2016 2:39:38 PM] Edgar Martinez: How are you bro?
[7/8/2016 2:55:42 PM] Donovan Zapata: hey Edgar,
[7/8/2016 2:55:47 PM] Donovan Zapata: good i'm back to the computer
[7/8/2016 2:55:50 PM] Donovan Zapata: what's up?
[7/8/2016 3:22:17 PM] Edgar Martinez: here i am fighting with all the issues jeje
[7/8/2016 3:22:33 PM] Edgar Martinez: i just wanna say hi and thank you for the help
[7/8/2016 3:22:51 PM] Donovan Zapata: hey i just took a sev1
[7/8/2016 3:22:57 PM] Donovan Zapata: so i may not reply quickly
[7/8/2016 3:23:00 PM] Donovan Zapata: what's going on?
[7/8/2016 3:29:33 PM] Edgar Martinez: well here work and more work
[7/8/2016 3:51:47 PM] Donovan Zapata: ah ok
[7/8/2016 3:51:53 PM] Donovan Zapata: i'm off the phone now
[7/12/2016 1:21:35 PM] Edgar Martinez: Hey dude
[7/12/2016 1:22:21 PM] Edgar Martinez: surviving jeje
[7/12/2016 1:22:24 PM] Edgar Martinez: and you?
[7/12/2016 1:22:34 PM] Donovan Zapata: hey what's up with that case or cases from next dimension?
[7/12/2016 1:23:09 PM] Donovan Zapata: todavia estas trabajando con ellos o ya se resolvio lo que
querian?
[7/12/2016 1:24:20 PM] Edgar Martinez: no hermano, un tps de aca los tomo, estoy precisamente
esperando que se desocupe para preguntarle, porque uno tenia orphans e implicaba apoyo de los
programadores
[7/12/2016 1:24:58 PM] Edgar Martinez: y quedo pendiente en ver como hacia con el del mal
performance que tiene en el otro caso, pero queria tratar primero ese del roll up antes
[7/13/2016 8:44:42 AM] Edgar Martinez: hey friend morning
[7/13/2016 8:49:40 AM] Donovan Zapata: hello Edgar, how are you today
[7/13/2016 8:50:20 AM] Edgar Martinez: i am fine men, hard work jeje
[7/13/2016 8:50:28 AM] Edgar Martinez: and you
[7/13/2016 8:50:35 AM] Donovan Zapata: how are you doing with the cases you have?
[7/13/2016 8:50:43 AM] Donovan Zapata: by the way, how many total do you have?
[7/13/2016 8:51:09 AM] Donovan Zapata: given the low number of incoming you shouldn't be loaded
with too many
[7/13/2016 8:51:18 AM] Donovan Zapata: so just let me know if you are getting stuck
[7/13/2016 8:51:38 AM] Donovan Zapata: sometimes we need to split cases so you can close the old and
continue with the new case
[7/13/2016 8:51:38 AM] Edgar Martinez: right now i have 6
[7/13/2016 8:51:42 AM] Edgar Martinez: on my queue
[7/13/2016 8:51:50 AM] Donovan Zapata: ok cool
[7/13/2016 8:52:10 AM] Edgar Martinez: Well. i just have something
[7/13/2016 8:52:57 AM] Edgar Martinez: i have this case 3548644
[7/13/2016 8:53:10 AM] Donovan Zapata: value cannot be null
[7/13/2016 8:53:15 AM] Donovan Zapata: something is missing
[7/13/2016 8:53:20 AM] Donovan Zapata: maybe in the registry
[7/13/2016 8:53:24 AM] Donovan Zapata: of either the source or target
[7/13/2016 8:53:31 AM] Edgar Martinez: at the first he is doing a seed drive
[7/13/2016 8:53:34 AM] Donovan Zapata: so, is it only one agent failing replication?
[7/13/2016 8:54:19 AM] Edgar Martinez: but he is doing the seed drive of various, so i see that the
customer only has one procesor
[7/13/2016 8:54:22 AM] Edgar Martinez: processor
[7/13/2016 8:54:37 AM] Edgar Martinez: and i recommend it to put more processors because is a virtual
machine
[7/13/2016 8:54:47 AM] Edgar Martinez: and he put more memory also just in case
[7/13/2016 8:54:52 AM] Edgar Martinez: to improve the process
[7/13/2016 8:55:17 AM] Edgar Martinez: but yesterday finally he do the changes and start to probe
[7/13/2016 8:55:21 AM] Donovan Zapata: yeah the specs is one thing
[7/13/2016 8:55:23 AM] Edgar Martinez: in some time the tasks stops
[7/13/2016 8:55:31 AM] Donovan Zapata: has that agent been completely seeded?
[7/13/2016 8:55:37 AM] Edgar Martinez: no
[7/13/2016 8:55:39 AM] Donovan Zapata: so the seed drive was created and consumed?
[7/13/2016 8:55:40 AM] Donovan Zapata: oh
[7/13/2016 8:55:46 AM] Donovan Zapata: don't let that agent replicate
[7/13/2016 8:55:49 AM] Donovan Zapata: until that is completed
[7/13/2016 8:55:55 AM] Donovan Zapata: otherwise you will see weird errors
[7/13/2016 8:55:56 AM] Donovan Zapata: and,
[7/13/2016 8:56:07 AM] Donovan Zapata: you may also see orphaned recovery points on the target
[7/13/2016 8:56:11 AM] Donovan Zapata: so don't let it replicate
[7/13/2016 8:56:13 AM] Edgar Martinez: he want to make the seed drive
[7/13/2016 8:56:15 AM] Donovan Zapata: until the seed drive is done
[7/13/2016 8:56:24 AM] Edgar Martinez: but actually it seems like he has a nas too
[7/13/2016 8:56:34 AM] Donovan Zapata: NAS devices are a pain
[7/13/2016 8:56:38 AM] Edgar Martinez: the seed drive is for a usb
[7/13/2016 8:56:44 AM] Donovan Zapata: that's fine
[7/13/2016 8:56:48 AM] Donovan Zapata: USB is fine for a seed drive
[7/13/2016 8:56:56 AM] Edgar Martinez: but need to search in nas first
[7/13/2016 8:57:27 AM] Donovan Zapata: so the key is to not let any agents replicate over the WAN
until the seed drive has been both created and fully consumed in the target core
[7/13/2016 8:58:23 AM] Donovan Zapata: also, for every replication case you get,
[7/13/2016 8:58:35 AM] Donovan Zapata: make sure the Volume Session Timeout is changed to 60
minutes
[7/13/2016 8:58:39 AM] Donovan Zapata: in the user interface
[7/13/2016 8:58:42 AM] Donovan Zapata: that always helps
[7/13/2016 8:59:24 AM] Donovan Zapata: and if the customer has a shitty connection (low bandwidth),
change the value for the replication jobs cancelling automatically after sitting in the queue for 2 hours
[7/13/2016 8:59:31 AM] Donovan Zapata: let me see if i can find you both KB articles
[7/13/2016 9:01:50 AM] Edgar Martinez: that is after the changes, is the situation right now
[7/13/2016 9:01:52 AM] Donovan Zapata: 2 cpus with 2 sockets...should be ok
[7/13/2016 9:02:02 AM] Donovan Zapata: i see that agent replicating...
[7/13/2016 9:02:11 AM] Donovan Zapata: has the seed drive been created already and consumed?
[7/13/2016 9:02:17 AM] Edgar Martinez: but somehow its cancelling
[7/13/2016 9:02:20 AM] Donovan Zapata: if not, don't let that agent replicate over the wire
[7/13/2016 9:02:30 AM] Donovan Zapata: just pause replication for it
[7/13/2016 9:02:41 AM] Donovan Zapata: until the seed drive is created and consumed
[7/13/2016 9:02:59 AM] Donovan Zapata: question, have you seen the behavior where jobs are
cancelled but the customer didn't touch it?
[7/13/2016 9:03:09 AM] Donovan Zapata: that is by design
[7/13/2016 9:03:14 AM] Donovan Zapata: and there is a reason for it
[7/13/2016 9:03:23 AM] Donovan Zapata: it's one of the 2 KB articles I mentioned above
[7/13/2016 9:03:47 AM] Edgar Martinez: can you send me those kb's?
[7/13/2016 9:04:33 AM] Donovan Zapata: pause replicaton
[7/13/2016 9:04:35 AM] Donovan Zapata: replication
[7/13/2016 9:04:42 AM] Donovan Zapata: don't let replication take place over the wire
[7/13/2016 9:05:00 AM] Donovan Zapata: until the seed drive for them has been created on the source
and consumed on the target
[7/13/2016 9:05:13 AM] Donovan Zapata: so you/your customer need to pause replication right now
[7/13/2016 9:06:49 AM] Edgar Martinez: ok, im going to read this kb to have more confidence about it
[7/13/2016 9:07:07 AM] Donovan Zapata: they both help
[7/13/2016 9:07:12 AM] Edgar Martinez: to explain the customer
[7/13/2016 9:07:27 AM] Donovan Zapata: the one about the volume session timeout basically changes
the timeout from 15 minutes to 60 minutes
[7/13/2016 9:07:30 AM] Donovan Zapata: the other one,
[7/13/2016 9:07:36 AM] Donovan Zapata: makes it so that
[7/13/2016 9:07:39 AM] Donovan Zapata: the jobs
[7/13/2016 9:07:42 AM] Donovan Zapata: don't get cancelled
[7/13/2016 9:07:44 AM] Donovan Zapata: after
[7/13/2016 9:07:50 AM] Donovan Zapata: sitting in the queue
[7/13/2016 9:07:54 AM] Donovan Zapata: for 2 hours
[7/13/2016 9:07:59 AM] Donovan Zapata: because by design,
[7/13/2016 9:08:06 AM] Donovan Zapata: they will be automatically cancelled
[7/13/2016 9:08:10 AM] Donovan Zapata: if they sit in the queue for 2hours
[7/13/2016 9:08:18 AM] Donovan Zapata: and don't start sending any data
[7/13/2016 9:08:33 AM] Donovan Zapata: so the question is, why are they sitting there not sending any
data?
[7/13/2016 9:08:36 AM] Donovan Zapata: because,
[7/13/2016 9:08:44 AM] Donovan Zapata: there are other replication jobs still running
[7/13/2016 9:08:57 AM] Donovan Zapata: and the core is usually limited to 1 outbound replication job
at a time
[7/13/2016 9:14:43 AM] Edgar Martinez: i understand it... but i am going to read the kb that you send
me
[7/13/2016 9:14:54 AM] Donovan Zapata: good
[7/13/2016 9:15:18 AM] Donovan Zapata: you should also implement the changes in your lab
[7/13/2016 9:15:39 AM] Donovan Zapata: i usually test those KBs in my lab first
[7/13/2016 9:15:50 AM] Edgar Martinez: im trying but i have some troubles with my machine
[7/13/2016 9:16:07 AM] Edgar Martinez: i am doing a backup of my data
[7/13/2016 9:16:11 AM] Edgar Martinez: to make the restore
[7/13/2016 9:16:37 AM] Edgar Martinez: this machines are having problems with windows 7 so
[7/13/2016 9:53:39 AM] Edgar Martinez: and i have another case about upgrade to rapid recovery
[7/13/2016 9:53:51 AM] Edgar Martinez: but in appliance
[7/13/2016 10:06:17 AM] Donovan Zapata: sorry Edgar, i'm on the phone with a customer here
[7/13/2016 10:12:12 AM] Edgar Martinez: dont worry when you have time you can answer me
[7/13/2016 2:56:34 PM] Edgar Martinez: hey donovan i found this kb
[7/13/2016 2:56:59 PM] Edgar Martinez: in relation to the logs that i talk to you in the first time in the
moorning
[7/13/2016 2:57:26 PM] Edgar Martinez: you send me something about replication job cancelled and
failure
[7/13/2016 2:57:37 PM] Edgar Martinez: i dont know if you see those logs
[7/13/2016 2:59:29 PM] Donovan Zapata: be careful with that KB
[7/13/2016 2:59:36 PM] Donovan Zapata: specifically, step 2
[7/13/2016 2:59:43 PM] Donovan Zapata: 2.Remove all affected agents from protection, but keep the
recovery points located on the Source Core intact.
[7/13/2016 2:59:56 PM] Donovan Zapata: do you know what effect that will have on replication after
you do that?
[7/13/2016 3:00:37 PM] Donovan Zapata: the source core will replicate ALL the data it has to the target
core...even if that data is already there
[7/13/2016 3:00:44 PM] Edgar Martinez: i think probably is gonna miss some information and
incremental, so needs to create a based again, no?
[7/13/2016 3:00:54 PM] Edgar Martinez: ohhhh
[7/13/2016 3:01:04 PM] Donovan Zapata: the replications will be full replications of all chains
[7/13/2016 3:01:10 PM] Donovan Zapata: make sure the customer is okay with that
[7/13/2016 3:01:19 PM] Edgar Martinez: so there is gonna be duplicated information
[7/13/2016 3:01:27 PM] Donovan Zapata: Product(s):AppAssure
5.3.7, 5.3.6, 5.3.5, 5.3.4, 5.3.3, 5.3.2, 5.3.1, 5.3, 5.2, 5.1, 5.0
[7/13/2016 3:01:30 PM] Donovan Zapata: that's is an old KB
[7/13/2016 3:01:41 PM] Donovan Zapata: whenever you did that on those versions
[7/13/2016 3:01:50 PM] Edgar Martinez: ohhh now i see
[7/13/2016 3:01:54 PM] Donovan Zapata: the replication would pick up from the last RP that was
replicated
[7/13/2016 3:02:02 PM] Donovan Zapata: starting with 5.4.1 that is no longer the case
[7/13/2016 3:02:17 PM] Edgar Martinez: yeah is form 24 dic 2013
[7/13/2016 3:02:29 PM] Edgar Martinez: :O
[7/13/2016 3:02:32 PM] Edgar Martinez: from
[7/13/2016 3:02:38 PM] Donovan Zapata: hahaha
[7/13/2016 3:03:29 PM] Edgar Martinez: so is better to apply the 2 kb that you send me
[7/13/2016 3:03:46 PM] Donovan Zapata: start with the Volume Session Timeout
[7/13/2016 3:03:55 PM] Donovan Zapata: and then the other one about the jobs cancelling after 2 hours
[7/13/2016 3:04:50 PM] Edgar Martinez: can you help me with that web ex session?
[7/13/2016 3:06:29 PM] Donovan Zapata: to make that change?

[7/13/2016 3:07:19 PM] Edgar Martinez: yeah, i am not very sure...
[7/13/2016 3:08:13 PM] Donovan Zapata: change the 15 to 60 on both source and target
[7/13/2016 3:08:17 PM] Donovan Zapata: restart the core service
[7/13/2016 3:08:20 PM] Donovan Zapata: on both servers
[7/13/2016 3:08:23 PM] Donovan Zapata: and monitor overnight
[7/13/2016 3:09:06 PM] Edgar Martinez: ok, but you said something about stop the process
[7/13/2016 3:09:11 PM] Edgar Martinez: before replicated agent
[7/13/2016 3:09:14 PM] Edgar Martinez: i think so
[7/13/2016 3:09:17 PM] Edgar Martinez: too
[7/13/2016 3:09:34 PM] Donovan Zapata: about stop the processwhich process?
[7/13/2016 3:10:02 PM] Donovan Zapata: oh it's that seed drive case???
[7/13/2016 3:10:09 PM] Donovan Zapata: okay
[7/13/2016 3:10:13 PM] Donovan Zapata: follow these steps
[7/13/2016 3:10:16 PM] Edgar Martinez: don't let replication take place over the wire
until the seed drive for them has been created on the source and consumed on the target
so you/your customer need to pause replication right now
[7/13/2016 3:10:17 PM] Donovan Zapata: which i mentioned earlier
[7/13/2016 3:10:26 PM] Donovan Zapata: don't let replication take place over the wireis the first step
[7/13/2016 3:10:29 PM] Donovan Zapata: have you done that?
[7/13/2016 3:10:39 PM] Donovan Zapata: that needs to be paused right now
[7/13/2016 3:10:40 PM] Edgar Martinez: if not, don't let that agent replicate over the wire
just pause replication for it
until the seed drive is created and consumed
question, have you seen the behavior where jobs are cancelled but the customer didn't touch it?
that is by design
and there is a reason for it
it's one of the 2 KB articles I mentioned above
[7/13/2016 3:10:51 PM] Edgar Martinez: no, im sending the webex session
[7/13/2016 3:10:53 PM] Donovan Zapata: just pause replication for it
[7/13/2016 3:10:56 PM] Edgar Martinez: to connect me to the server
[7/13/2016 3:11:09 PM] Donovan Zapata: question for you
[7/13/2016 3:11:15 PM] Donovan Zapata: what has been done at this point?
[7/13/2016 3:11:18 PM] Donovan Zapata: anything at all?
[7/13/2016 3:11:56 PM] Donovan Zapata: has the seed drive been created?
[7/13/2016 3:12:03 PM] Edgar Martinez: no, i was with another cases
[7/13/2016 3:12:22 PM] Donovan Zapata: i thought you said the customer was in the middle of creating
a seed drive
[7/13/2016 3:12:44 PM] Donovan Zapata: but he is doing the seed drive of various,
[7/13/2016 3:12:58 PM] Edgar Martinez: yes but it doesnt work
[7/13/2016 3:13:02 PM] Edgar Martinez: stops all the tasks
[7/13/2016 3:13:09 PM] Donovan Zapata: that is by design
[7/13/2016 3:13:12 PM] Donovan Zapata: you know that, right?
[7/13/2016 3:13:20 PM] Donovan Zapata: it will block the replication jobs
[7/13/2016 3:13:33 PM] Donovan Zapata: stops all the taskswhich ones specifically?
[7/13/2016 3:13:37 PM] Edgar Martinez: that's because he have other jobs running
[7/13/2016 3:13:38 PM] Donovan Zapata: replication? by design
[7/13/2016 3:13:45 PM] Donovan Zapata: backups? shouldn't
[7/13/2016 3:13:52 PM] Donovan Zapata: rollups? yes, by design
[7/13/2016 3:13:57 PM] Donovan Zapata: archives? yes, by design

[7/13/2016 3:14:50 PM] Donovan Zapata: what is the service request number?
[7/13/2016 3:14:52 PM] Donovan Zapata: for that case?
[7/13/2016 3:15:20 PM] Edgar Martinez: thats right
[7/13/2016 3:15:22 PM] Donovan Zapata: okay, let me review again
[7/13/2016 3:15:50 PM] Donovan Zapata: clears all data off the seed drive like it had never ran.
[7/13/2016 3:15:56 PM] Donovan Zapata: have you determined what is causing that?
[7/13/2016 3:16:17 PM] Donovan Zapata: how many webex sessions have you had with the customer
since July 6?
[7/13/2016 3:16:18 PM] Edgar Martinez: i tought for the log that i send you
[7/13/2016 3:17:23 PM] Edgar Martinez: 2 Web ex
[7/13/2016 3:17:29 PM] Donovan Zapata: i see you did a webex yesterday
[7/13/2016 3:17:34 PM] Donovan Zapata: what did you find yesterday?
[7/13/2016 3:17:42 PM] Edgar Martinez: well i ask for the logs
[7/13/2016 3:17:52 PM] Edgar Martinez: and i found dvm errors in the logs
[7/13/2016 3:18:17 PM] Edgar Martinez: because before that i found that the performance is in conflict
[7/13/2016 3:18:29 PM] Edgar Martinez: so he makes the changes and still happening
[7/13/2016 3:18:35 PM] Donovan Zapata: if the seed drive creation is failing, forget about the
replication job settings for now and focus on the seed drive failing
[7/13/2016 3:18:40 PM] Edgar Martinez: he only has 1 processor
[7/13/2016 3:19:40 PM] Donovan Zapata: let me download those logs that were uploaded yesterday
and take a look
[7/13/2016 3:19:42 PM] Donovan Zapata: doing that now
[7/13/2016 3:20:02 PM] Edgar Martinez: i apreciatted
[7/13/2016 3:20:32 PM] Edgar Martinez: i have the logs open actually
[7/13/2016 3:21:32 PM] Edgar Martinez: there's a lot of errors

[7/13/2016 3:22:14 PM] Donovan Zapata: yeah a lot of errors
[7/13/2016 3:23:08 PM] Edgar Martinez: i ask about the nas, but he doesnt have acces to the gui
[7/13/2016 3:23:30 PM] Donovan Zapata: ok yeah i was going to ask about the NAS too
[7/13/2016 3:23:45 PM] Donovan Zapata: An error was detected on device \Device\Harddisk1\DR1
during a paging operation.
[7/13/2016 3:23:50 PM] Donovan Zapata: that is in the system log
[7/13/2016 3:23:51 PM] Donovan Zapata: on the core
[7/13/2016 3:23:57 PM] Donovan Zapata: event ID 51
[7/13/2016 3:23:59 PM] Donovan Zapata: in the System log
[7/13/2016 3:24:43 PM] Donovan Zapata: MICRONET FANTOM DRIVE USB Device
[7/13/2016 3:24:48 PM] Donovan Zapata: that might be the problem
[7/13/2016 3:25:12 PM] Donovan Zapata:

PCI\VEN_15AD&DEV_0740&SUBSYS_074015AD&REV_10\3&2B8E0B4B&0&3F
[7/13/2016 3:25:25 PM] Donovan Zapata: that device is listed as a problem USB device
[7/13/2016 3:25:31 PM] Donovan Zapata: needs drivers installed
[7/13/2016 3:27:05 PM] Edgar Martinez: damn it... so is need it to install the drivers?
[7/13/2016 3:27:24 PM] Donovan Zapata: USB drivers
[7/13/2016 3:27:27 PM] Donovan Zapata: An argument was unexpectedly null in code located in or
called by 'HttpContent.ReadAsString'
[7/13/2016 3:28:23 PM] Donovan Zapata: that's trying to replicate over the WAN
[7/13/2016 3:28:26 PM] Donovan Zapata: don't let it do that
[7/13/2016 3:28:27 PM] Edgar Martinez: and how can we install the drivers, or its as simple as install it
in the core as a computer>
[7/13/2016 3:28:40 PM] Donovan Zapata: USB drivers for that USB drive
[7/13/2016 3:28:46 PM] Donovan Zapata: two way
[7/13/2016 3:28:47 PM] Donovan Zapata: s

[7/13/2016 3:29:10 PM] Donovan Zapata: 1 - go to the manufacture's website (the usb drive
manufacturer) and download the USB drivers from there
[7/13/2016 3:29:22 PM] Donovan Zapata: 2 - look in the USB drive for the drivers
[7/13/2016 3:29:32 PM] Donovan Zapata: they are usually in a folder on the USB drive,
[7/13/2016 3:29:44 PM] Donovan Zapata: unless the customer formatted the drive and deleted the
folder/files
[7/13/2016 3:32:02 PM] Edgar Martinez: but if the server recogniced the usb for the seed, still the thing
that is not installed the drivers
[7/13/2016 3:32:19 PM] Donovan Zapata: two different things
[7/13/2016 3:32:26 PM] Donovan Zapata: it can recognize and see the drive
[7/13/2016 3:32:31 PM] Donovan Zapata: even if the USB drivers are not installed
[7/13/2016 3:32:45 PM] Donovan Zapata: anyway, you can ignore that if you want
[7/13/2016 3:32:57 PM] Donovan Zapata: but do this - pause replication
[7/13/2016 3:33:04 PM] Donovan Zapata: do it as soon as possible
[7/13/2016 3:33:14 PM] Donovan Zapata: don't let replication happen over the WAN/WIRE
[7/13/2016 3:33:34 PM] Donovan Zapata: and then focus on why the seed drive is failing
[7/13/2016 3:34:08 PM] Edgar Martinez: i send the web ex session to the customer but cannot reach it
[7/13/2016 3:34:16 PM] Edgar Martinez: i am waiting for customer
[7/13/2016 3:42:25 PM] Edgar Martinez: so, im going to send an email telling that is necessary to pause
the replications
[7/13/2016 3:43:07 PM] Donovan Zapata: sounds good
[7/13/2016 3:44:48 PM] Edgar Martinez: because you are now off the office at 5pm not?
[7/13/2016 3:45:02 PM] Donovan Zapata: i work until 7pm today
[7/13/2016 3:45:11 PM] Donovan Zapata: but that case is pretty straightforward
[7/13/2016 3:45:19 PM] Donovan Zapata: if the problem is the see drive,
[7/13/2016 3:45:22 PM] Donovan Zapata: focus on the seed drive
[7/13/2016 3:45:26 PM] Edgar Martinez: ohhh

[7/13/2016 3:45:26 PM] Donovan Zapata: and pause replications
[7/13/2016 3:45:36 PM] Donovan Zapata: to make sure nothing gets sent over the wire
[7/13/2016 3:45:44 PM] Donovan Zapata: you know what i mean over the wire, right?
[7/13/2016 3:45:46 PM] Donovan Zapata: over the WAN
[7/13/2016 3:46:03 PM] Edgar Martinez: ohhhh no
[7/13/2016 3:46:10 PM] Edgar Martinez: why wire?
[7/13/2016 3:46:28 PM] Donovan Zapata: wire is a nickname or simplification
[7/13/2016 3:46:32 PM] Edgar Martinez: ahhhh
[7/13/2016 3:46:41 PM] Edgar Martinez: but wan is more simplificated
[7/13/2016 3:46:46 PM] Donovan Zapata: sometimes it was literally a wire like a T1
[7/13/2016 3:46:56 PM] Donovan Zapata: yeah WAN could be over the internet
[7/13/2016 3:47:04 PM] Donovan Zapata: or over a VPN (over the internet)
[7/13/2016 3:47:10 PM] Edgar Martinez: and what is t1?
[7/13/2016 3:47:19 PM] Donovan Zapata: you don't see those anymore
[7/13/2016 3:47:23 PM] Donovan Zapata: old technology
[7/13/2016 3:47:27 PM] Donovan Zapata: 1.44mbps
[7/13/2016 3:47:29 PM] Donovan Zapata: Mbps
[7/13/2016 3:47:38 PM] Donovan Zapata: very slow
[7/13/2016 3:47:47 PM] Edgar Martinez: ohhh because i think i heard it but i wasnt know what it was
[7/13/2016 3:47:48 PM] Donovan Zapata: but back in the late 90s it was considered very fast
[7/13/2016 3:47:54 PM] Edgar Martinez: linke a diskette
[7/13/2016 3:47:57 PM] Donovan Zapata: hahahah
[7/13/2016 3:47:58 PM] Donovan Zapata: no

[7/13/2016 3:48:01 PM] Edgar Martinez: like
[7/13/2016 3:48:08 PM] Donovan Zapata: now we have more like "metro ethernet"
[7/13/2016 3:48:10 PM] Donovan Zapata: 100Mbps
[7/13/2016 3:48:10 PM] Edgar Martinez: the same size
[7/13/2016 3:48:18 PM] Donovan Zapata: yeah the 1.44
[7/13/2016 3:48:33 PM] Edgar Martinez: yeah, i mean the size
[7/13/2016 3:48:43 PM] Donovan Zapata: some small towns in the US have 10Gbps to the house
[7/13/2016 3:49:00 PM] Edgar Martinez: now there's only not easy sr
[7/13/2016 3:49:02 PM] Donovan Zapata: i don't even have 10Gbps switches
[7/13/2016 3:49:14 PM] Edgar Martinez: more and more difficluties
[7/13/2016 3:49:18 PM] Edgar Martinez: difficulties
[7/13/2016 3:49:25 PM] Donovan Zapata: more insteresting too though
[7/13/2016 3:49:35 PM] Edgar Martinez: yeah we need a good lab
[7/13/2016 3:49:42 PM] Edgar Martinez: to have fun with that
[7/13/2016 3:49:54 PM] Donovan Zapata: true
[7/13/2016 3:49:58 PM] Donovan Zapata: i have my own at home
[7/13/2016 3:50:02 PM] Edgar Martinez: and dont touch the customers environment for play
[7/13/2016 3:50:11 PM] Donovan Zapata: so i see it as an investment in my professional development
[7/13/2016 3:50:22 PM] Donovan Zapata: when i quit working here, those VMs are still mine
[7/13/2016 3:50:28 PM] Donovan Zapata: to continue using for the next job
[7/13/2016 3:50:45 PM] Donovan Zapata: I have Hyper-V servers, Exchange, SharePoint, SQL, and 4 ESXi
servers
[7/13/2016 3:50:57 PM] Donovan Zapata: 2 running 5.5 and 2 running 6.0
[7/13/2016 3:51:07 PM] Donovan Zapata: a few different desktop OS VMs
[7/13/2016 3:51:09 PM] Edgar Martinez: that is a good thing, i dont have the resources for that, need to
buy it
[7/13/2016 3:51:10 PM] Donovan Zapata: some linux
[7/13/2016 3:51:28 PM] Donovan Zapata: i started with one laptop running Hyper-V
[7/13/2016 3:51:44 PM] Donovan Zapata: i am now thinking about buying a T430 server
[7/13/2016 3:51:57 PM] Donovan Zapata: but have not decided on that yet
[7/13/2016 3:52:05 PM] Edgar Martinez: alsooo :D
[7/13/2016 3:52:13 PM] Edgar Martinez: you can buy a nas too
[7/13/2016 3:52:17 PM] Donovan Zapata: over $1,000 dollars and maybe close to 2k
[7/13/2016 3:52:25 PM] Donovan Zapata: I have 2 NAS devices
[7/13/2016 3:52:28 PM] Donovan Zapata: Buffalo NAS
[7/13/2016 3:52:29 PM] Edgar Martinez: yeah thats a lot of money
[7/13/2016 3:52:32 PM] Donovan Zapata: 4TB in one
[7/13/2016 3:52:36 PM] Donovan Zapata: and 6TB in the other
[7/13/2016 3:52:44 PM] Edgar Martinez: it seems good to play with it
[7/13/2016 3:52:49 PM] Donovan Zapata: definitely
[7/13/2016 3:52:56 PM] Edgar Martinez: well... step by step
[7/13/2016 3:53:03 PM] Donovan Zapata: that's right, one step at a time
[7/13/2016 3:53:06 PM] Edgar Martinez: i deffinetly wanna do the same thing
[7/13/2016 3:53:23 PM] Donovan Zapata: the beauty of this is that i can reboot the physical servers
whenever i want to
[7/13/2016 3:53:28 PM] Donovan Zapata: and not have to ask for permission
[7/13/2016 3:53:33 PM] Edgar Martinez: and that helps you to understand all the process and
troubleshoot
[7/13/2016 3:53:38 PM] Edgar Martinez: more easy with the customer

[7/13/2016 3:54:02 PM] Donovan Zapata: exactly
[7/13/2016 3:54:03 PM] Edgar Martinez: or even you can connect to your lab at house in the office
[7/13/2016 3:54:14 PM] Donovan Zapata: that is correct
[7/13/2016 3:54:23 PM] Donovan Zapata: i always have an RDP session connected back to the house
[7/13/2016 3:54:44 PM] Donovan Zapata: i port forwarded RDP on the router
[7/13/2016 3:54:50 PM] Edgar Martinez: i think i would like to buy even a server for core used it maybe
its more cheap
[7/13/2016 3:55:11 PM] Donovan Zapata: yeah used is cheaper,
[7/13/2016 3:55:18 PM] Donovan Zapata: you can also build your own server
[7/13/2016 3:55:26 PM] Donovan Zapata: with Supermicro motherboards
[7/13/2016 3:55:37 PM] Donovan Zapata: it gets interesting when you do that
[7/13/2016 3:55:43 PM] Donovan Zapata: and put all the pieces together
[7/13/2016 3:55:50 PM] Donovan Zapata: you run into very interesting problems
[7/13/2016 4:00:37 PM] Edgar Martinez: I check the Logs, and i found some errors, Its important to
pause the replications as soon as posible, don't let replication happen over the Wan and then focus on
why the seeding drive is falling, because there are some errors, even i can find that is need it to install
the USB Drivers, i send you a web ex session to connect to the core, but cannot reach you, so i can send
you the web ex session for tomorrow.
Thank you very much for your time, keep in touch.
[7/13/2016 4:00:52 PM] Edgar Martinez: i write this to the customer
[7/13/2016 4:01:14 PM] Donovan Zapata: yeah, that looks good
[7/13/2016 4:01:20 PM] Donovan Zapata: show him the screenshot
[7/13/2016 4:01:28 PM] Donovan Zapata: about the problem USB device
[7/13/2016 4:01:42 PM] Donovan Zapata: he can find that himself in msinfo32
[7/13/2016 4:01:50 PM] Donovan Zapata: take a look at your computer's msinfo32
[7/13/2016 4:01:57 PM] Donovan Zapata: so you can get familiar with the contents
[7/13/2016 4:13:28 PM] Edgar Martinez: thanks men, i will do it
[7/13/2016 4:14:40 PM] Donovan Zapata: tomorrow i work from 8am EST until 5pm EST
[7/13/2016 4:14:49 PM] Donovan Zapata: and then Friday it's 10am EST to 7pm EST
[7/13/2016 4:18:09 PM] Edgar Martinez: im dealing with those change of times too
[7/13/2016 4:18:23 PM] Donovan Zapata: the timeouts?
[7/13/2016 4:18:39 PM] Donovan Zapata: oh and the other one for jobs cancelled after 2 hours
[7/13/2016 4:19:01 PM] Edgar Martinez: im already send the email
[7/13/2016 4:19:11 PM] Edgar Martinez: no, the time zone
[7/13/2016 4:22:05 PM] Edgar Martinez: yes i think i saw that too about the time outs
[7/14/2016 8:50:58 AM] Edgar Martinez: Hey cuate
[7/14/2016 8:51:12 AM] Donovan Zapata: hey good morning
[7/14/2016 8:51:38 AM] Edgar Martinez: how are you my friend? How's been up?
[7/14/2016 9:13:39 AM] Donovan Zapata: good here
[7/14/2016 9:13:46 AM] Donovan Zapata: just busy multitasking with customers
[7/14/2016 9:13:47 AM] Donovan Zapata: ugh
[7/14/2016 9:51:32 AM] Edgar Martinez: damn it... so do i jeje
[7/14/2016 9:52:30 AM] Edgar Martinez: a customer make me a question about Migrating to latest
version of AppAssure from version , they areinquiring to see if external drives can be used for backups
and have drives swapped out daily.
[7/14/2016 10:53:59 AM] Donovan Zapata: yeah, external drives are okay
[7/14/2016 10:54:09 AM] Donovan Zapata: not as fast though if they are USB
[7/14/2016 10:54:18 AM] Donovan Zapata: now about swapping daily
[7/14/2016 10:54:24 AM] Donovan Zapata: i know some customers who do that
[7/14/2016 10:54:50 AM] Donovan Zapata: the problem with that is that each time you swap out drives
(repositories), you'll have to change the repository configuration for the agent/s
[7/14/2016 10:55:05 AM] Donovan Zapata: because each repository has a GUID assigned to it
[7/14/2016 10:55:14 AM] Donovan Zapata: GUID being globally unique identifier
[7/14/2016 10:55:31 AM] Donovan Zapata: too much work for the customer to have to do that to be
honest.
[7/14/2016 10:55:43 AM] Donovan Zapata: i would recommend either replication to an offsite core
[7/14/2016 10:55:50 AM] Donovan Zapata: or create archives to store offline somewhere else
[7/14/2016 11:03:24 AM] Edgar Martinez: uyyy
[7/14/2016 11:03:59 AM] Donovan Zapata: that is an outdated process
[7/14/2016 11:04:06 AM] Donovan Zapata: like when customers used tape backups
[7/14/2016 11:04:11 AM] Donovan Zapata: and would rotate tapes
[7/14/2016 11:04:15 AM] Donovan Zapata: old technology
[7/14/2016 11:18:19 AM] Edgar Martinez: Thanks men, let me try to see how to build this email for the
customer
[7/14/2016 11:49:02 AM] Edgar Martinez: no hay algun kb que pudiese ayudarme para respaldar esa
informacion Donovan? o algun best practice
[7/14/2016 11:50:59 AM] Edgar Martinez: porque solo consegui esto, hasta ahora:
[7/14/2016 11:53:39 AM] Donovan Zapata: no estoy seguro
[7/14/2016 11:53:56 AM] Donovan Zapata: pero no creo que exista
[7/14/2016 11:54:07 AM] Donovan Zapata: si quieres puedes crear un KB que mencione eso
[7/14/2016 11:57:53 AM] Edgar Martinez: rayos
[7/14/2016 11:59:01 AM] Edgar Martinez: Hello Patrick,
Thank you for having communicated with AppAssure Data protection, where your satisfaction is very
important to us. My name is Edgar Martinez and I am the engineer who will take your case. I’m
contacting you in regards to your Dell case about question for Migrating to lastest version of appsure
from version 5.4.3, So this is the [PLAN]:
PROBLEM
Question about see if external drives can be used for backups and have drives swapped out daily.
LOGS
N/A
ACTIONS
In order to your question, i can tell you that you that external drives are ok, but not as fast through if
they are USB, about the swapping daily, i know some customers that do that, but actually the problem is
that you will need to change the repository configuration for the agent/s because each repository has a
GUID assigned an unique identifier, so so this could be too much work for that.
NEXT STEPS
I Would recommend you either replication to an offsite core or create archives to store offline
somewhere else.
I hope this could answer your questions, if you have any other questions let me know about it.
Please contact me if this is still an issue or if you need additional assistance. If there is a preferred time
or mode for correspondance, please let me know and i will contact you then.
Thank you very much for your time,

Edgar Martinez
Dell Software
[7/14/2016 11:59:10 AM] Edgar Martinez: q tal ves esto para enviarlo al customer
[7/14/2016 11:59:56 AM] Donovan Zapata: yeah, esta bien ese correo
[7/14/2016 12:02:58 PM] Edgar Martinez: haz realizado upgrade de dl 4300 a rapid recovery por
casualidad donovan?
[7/14/2016 12:03:03 PM] Edgar Martinez: gracias bro
[7/19/2016 11:13:12 AM] Edgar Martinez: Hey bro
[7/19/2016 11:13:24 AM] Donovan Zapata: como estas?
[7/19/2016 11:13:30 AM] Donovan Zapata: que hay de nuevo?
[7/19/2016 11:13:39 AM] Edgar Martinez: aqui hermano en la lucha
[7/19/2016 11:13:49 AM] Edgar Martinez: trabajando bastante hermano
[7/19/2016 11:14:04 AM] Edgar Martinez: ayer se fueron unos buenos amigos para Mexico
[7/19/2016 11:14:21 AM] Donovan Zapata: de viaje a Mexico?
[7/19/2016 11:14:33 AM] Edgar Martinez: se van a vivir a Mexico
[7/19/2016 11:14:34 AM] Donovan Zapata: o mudarse?
[7/19/2016 11:14:36 AM] Donovan Zapata: oh ok
[7/19/2016 11:14:40 AM] Edgar Martinez: la economia aqui ha estado un poco dificil
[7/19/2016 11:14:47 AM] Edgar Martinez: y bueno ellos tenian hijos

[7/19/2016 11:14:54 AM] Donovan Zapata: yo no sabia que la economia esta mal en Panama
[7/19/2016 11:14:56 AM] Edgar Martinez: y ya no podian pagar las cosas
[7/19/2016 11:15:06 AM] Edgar Martinez: bueno digamos que las cosas se han puesto mas costosas
[7/19/2016 11:15:22 AM] Donovan Zapata: es dificil y triste tener que dejar el pais
[7/19/2016 11:15:59 AM] Donovan Zapata: lo que si me sorprende es la condicion en Venezuela
[7/19/2016 11:16:10 AM] Donovan Zapata: eso si esta feo que no tengan suficiente comida
[7/19/2016 11:17:11 AM] Donovan Zapata: how are you doing with the cases you have?
[7/19/2016 11:17:20 AM] Donovan Zapata: need any help or a second opinion?
[7/19/2016 11:28:34 AM] Edgar Martinez: yeah men
[7/19/2016 11:28:48 AM] Edgar Martinez: Venezuela is another sad history
[7/19/2016 11:28:59 AM] Edgar Martinez: yeah men i need some help with a case
[7/19/2016 11:29:07 AM] Edgar Martinez: maybe is too much easy that i think so
[7/19/2016 11:29:34 AM] Edgar Martinez: i have this customer METAPHOR INC he talks me that When
logging into the Licensing Portal I no longer see the two DL1000 devices that we had previously
registered. I am preparing to replicate to Azure storage and want to make sure I have licensing, etc
ready
License Number: 134-681-293
[7/19/2016 11:43:26 AM] Donovan Zapata: is that the email from him?
[7/19/2016 11:44:01 AM] Donovan Zapata: also, does he actually have a problem or just wants to verify
info (licensing?)
[7/19/2016 11:44:47 AM] Edgar Martinez: just want to verify
[7/19/2016 11:44:54 AM] Donovan Zapata: replicate to Azure storage is he referring to the Azure VM
that we have available or his own Azure machine?
[7/19/2016 11:45:09 AM] Edgar Martinez: Sr 3568004
[7/19/2016 11:45:19 AM] Donovan Zapata: http://timsapps.prod.quest.corp:7777/pls/apex/f?

p=121:2:14181437350160:::::
[7/19/2016 11:45:22 AM] Donovan Zapata: can you see that page?
[7/19/2016 11:45:26 AM] Donovan Zapata: refresh
[7/19/2016 11:45:31 AM] Donovan Zapata: if you get a denied or failure
[7/19/2016 11:47:27 AM] Edgar Martinez: i can see it
[7/19/2016 11:47:31 AM] Edgar Martinez: but i dont understand ir
[7/19/2016 11:47:35 AM] Edgar Martinez: it
[7/19/2016 11:47:47 AM] Donovan Zapata: well, the DL1000 machines are there
[7/19/2016 11:47:49 AM] Donovan Zapata: 2
[7/19/2016 11:48:04 AM] Donovan Zapata: he is probably not logging in to the licenseportal with the
correct account
[7/19/2016 11:48:04 AM] Donovan Zapata: or
[7/19/2016 11:48:13 AM] Donovan Zapata: the licenses were not assigned to him/his account
[7/19/2016 11:48:28 AM] Donovan Zapata: i believe the licensing team can verify that
[7/19/2016 11:48:43 AM] Donovan Zapata: that's why i hate licensing cases
[7/19/2016 11:48:49 AM] Donovan Zapata: it's not a technical problem
[7/19/2016 11:49:02 AM] Donovan Zapata: and most of the time it's just a communication problem with
the customer
[7/19/2016 11:49:16 AM] Donovan Zapata: and i'm not talking about the core communicating with the
license portal
[7/19/2016 11:49:24 AM] Donovan Zapata: i'm talking about the sales/licensing people
[7/19/2016 11:51:11 AM] Edgar Martinez: wow...
[7/19/2016 11:51:52 AM] Edgar Martinez: but how i know if he can replicate to Azure storage?
[7/19/2016 11:54:11 AM] Donovan Zapata: the customer needs to sign up for that
[7/19/2016 11:54:21 AM] Donovan Zapata: we don't sell that license
[7/19/2016 11:54:28 AM] Donovan Zapata: it's through Microsoft Azure
[7/19/2016 11:54:36 AM] Donovan Zapata: and it's NOT included with the DL1000
[7/19/2016 12:02:57 PM] Edgar Martinez: so he needs to buy for this license
[7/19/2016 12:03:03 PM] Edgar Martinez: it is not incluided
[7/19/2016 12:03:10 PM] Edgar Martinez: that's why we cannot see it
[7/19/2016 12:03:16 PM] Donovan Zapata: ????
[7/19/2016 12:03:27 PM] Donovan Zapata: i thought he was referring to the DL1000 machines
[7/19/2016 1:55:53 PM] Edgar Martinez: Im a little confused with that
[7/19/2016 2:05:41 PM] Donovan Zapata: hmm, so is he asking about his DL1000 machines or
replication to Azure?
[7/19/2016 2:05:49 PM] Donovan Zapata: because they are two entirely different things
[7/19/2016 2:10:00 PM] Edgar Martinez: I copy exactly what the customer said
[7/19/2016 2:10:59 PM] Donovan Zapata: I no longer see the two DL1000 devices that we had
previously registered.
[7/19/2016 2:11:04 PM] Donovan Zapata: ok, do this,
[7/19/2016 2:11:13 PM] Donovan Zapata: do a call/webex session with him
[7/19/2016 2:11:17 PM] Donovan Zapata: and ask him to show you
[7/19/2016 2:11:25 PM] Donovan Zapata: exactly what he is referring to
[7/19/2016 2:11:29 PM] Donovan Zapata: and get screenshots
[7/19/2016 2:11:41 PM] Donovan Zapata: question for you
[7/19/2016 2:11:46 PM] Donovan Zapata: are his backups working?
[7/19/2016 2:11:53 PM] Donovan Zapata: if you don't know, ask him
[7/19/2016 2:11:58 PM] Donovan Zapata: here is the reason why
[7/19/2016 2:12:10 PM] Donovan Zapata: if he has any cores that have expired licenses
[7/19/2016 2:12:14 PM] Donovan Zapata: backups will stop working
[7/19/2016 2:12:22 PM] Edgar Martinez: ok, sounds good
[7/19/2016 2:12:30 PM] Edgar Martinez: well if you see the license
[7/19/2016 2:12:39 PM] Edgar Martinez: in the page it seems to be update
[7/19/2016 2:12:41 PM] Donovan Zapata: so not being able to see the DL1000 cores in his license portal
is one thing,
[7/19/2016 2:12:51 PM] Donovan Zapata: but if they stop doing backups that's a big problem
[7/19/2016 2:12:59 PM] Edgar Martinez: but to know that has that features of azure
[7/19/2016 2:13:02 PM] Donovan Zapata: in the page it seems to be updatewhich page
[7/19/2016 2:13:02 PM] Edgar Martinez: and all that
[7/19/2016 2:13:10 PM] Donovan Zapata: forget azure for now
[7/19/2016 2:13:13 PM] Donovan Zapata: it's irrelevant
[7/19/2016 2:13:17 PM] Donovan Zapata: does not matter
[7/19/2016 2:13:27 PM] Donovan Zapata: focus on what he means by can't see the DL1000
[7/19/2016 2:13:36 PM] Donovan Zapata: i'm pretty sure there is not a problem there
[7/19/2016 2:13:43 PM] Donovan Zapata: if he is focusing on that
[7/19/2016 2:13:50 PM] Donovan Zapata: then get that confusion cleared up
[7/19/2016 2:14:14 PM | Edited 2:15:04 PM] Donovan Zapata: but to know that has that features of
azurethe DL1000 has no features of azure
[7/19/2016 2:14:22 PM] Donovan Zapata: the DL1000 is a physical appliance
[7/19/2016 2:14:50 PM] Donovan Zapata: and it can replicate to any target core whether it's a physical
core, a virtual machine in his own environment, or a VM in Azure
[7/19/2016 2:15:49 PM] Donovan Zapata: it's the same as if he was asking "can my DL1000 archive to
Amazon S3?"
[7/19/2016 2:16:00 PM] Donovan Zapata: those two things are two very different things
[7/19/2016 2:16:15 PM] Donovan Zapata: just because he has a DL1000 does not mean he also has an
S3 account on Amazon
[7/19/2016 2:16:21 PM] Donovan Zapata: he needs to sign up for that on his own
[7/19/2016 2:16:27 PM] Donovan Zapata: we do not control that S3 part
[7/19/2016 2:50:40 PM] Edgar Martinez: I have another customer in line, but im going to call her when i
finished

[7/19/2016 2:51:01 PM] Edgar Martinez: I am aproaching the time for see another issue
[7/19/2016 2:51:22 PM] Edgar Martinez: because is trying to installing the web ex session and its to hard
for the customer jajajaa
[7/19/2016 2:51:29 PM] Donovan Zapata: wow
[7/19/2016 2:51:30 PM] Donovan Zapata: hahaha
[7/20/2016 9:50:10 AM] Edgar Martinez: hey cuate
[7/20/2016 10:13:08 AM] Donovan Zapata: hey Edgar,
[7/20/2016 10:13:21 AM] Donovan Zapata: estoy trabajando con un cliente
[7/20/2016 10:13:26 AM] Donovan Zapata: que hay de nuevo?
[7/20/2016 10:27:45 AM] Edgar Martinez: aqui hermano, dale tranquilo si quieres me avisas cuando
termines, no problema
[7/20/2016 10:29:18 AM] Donovan Zapata: this is frustrating....this customer is having problems with his
domain admin account and it's delaying the work we need to do
[7/20/2016 10:29:32 AM] Donovan Zapata: if this wasn't a sev 1 i would have hung up already
[7/20/2016 10:29:44 AM] Edgar Martinez: damn it..
[7/20/2016 11:25:24 AM] Edgar Martinez: i have a case friend about exchange
[7/20/2016 11:25:31 AM] Edgar Martinez: malibox restore
[7/20/2016 11:25:39 AM] Edgar Martinez: I am trying to restore some items that have been deleted
however when trying to restore the missing items the restore fails with the following error. Could not
open message store.
Mailbox name: Mailbox - Gloucester Store
Outlook profile name: Gloucester Store
Please verify the following:
- You can access the Exchange server over the network.
- The store is mounted.

- The primary account used for the mail profile has Exchange Full Administrator rights for this Exchange
organization or this server's administrative group (see KB article at
https://support.software.dell.com/kb/119543).
- The primary account used for the mail profile has 'Send As' and 'Receive As' rights for this store.
Exception stack trace:
at
MailboxRestore.Implementation.Restore.RestoreService.PrepareStorageForOnlineMailboxAction(Restor
eContext restoreContext, IDatabase uselessDatabase, Object argumentsObject, Step uselessStep)
at MailboxRestore.Implementation.Restore.RestoreService.StartRestoreInternal(Object stateObject)
[7/20/2016 11:33:37 AM] Edgar Martinez: i ask for the logs and it seems to have a dvm errors
[7/20/2016 12:24:25 PM] Donovan Zapata: ok done with that call
[7/20/2016 12:24:51 PM] Donovan Zapata: Could not open message store.may need to run repairs
[7/20/2016 12:24:56 PM] Donovan Zapata: you can do that
[7/20/2016 12:24:59 PM] Donovan Zapata: with MR
[7/20/2016 12:25:35 PM] Donovan Zapata: the logs and it seems to have a dvm errorsthat could be
related
[7/20/2016 12:25:44 PM] Donovan Zapata: did you try a different recovery point like the base image?
[7/20/2016 2:04:19 PM] Edgar Martinez: ok i will ask for the customer that information
[7/20/2016 2:04:32 PM] Edgar Martinez: thanks men
[7/20/2016 3:48:15 PM] Edgar Martinez: hey men
[7/20/2016 3:48:42 PM] Edgar Martinez: i have an other customer with the exchange problem to export
[7/20/2016 3:48:53 PM] Edgar Martinez: the customer can export to a pdf the email
[7/20/2016 3:49:06 PM] Donovan Zapata: hey Edgar
[7/20/2016 3:49:25 PM] Donovan Zapata: exchange problem to exportexport as in export to hyper-v or
vmware?
[7/20/2016 3:49:29 PM] Donovan Zapata: or something else?
[7/20/2016 3:49:39 PM] Edgar Martinez: but cannot export to the exchange email
[7/20/2016 3:49:41 PM] Donovan Zapata: can export to a pdf the emailah i see
[7/20/2016 3:49:48 PM] Donovan Zapata: restore?
[7/20/2016 3:49:50 PM] Donovan Zapata: right?
[7/20/2016 3:50:00 PM] Edgar Martinez: i send you the video
[7/20/2016 3:50:19 PM] Donovan Zapata: when?
[7/20/2016 3:50:28 PM] Edgar Martinez: he is recovering the email
[7/20/2016 3:50:32 PM] Edgar Martinez: by this way
[7/20/2016 3:50:44 PM] Edgar Martinez: acept the video
[7/20/2016 3:50:46 PM] Donovan Zapata: oh ok
[7/20/2016 3:50:47 PM] Edgar Martinez: to download it
[7/20/2016 3:51:01 PM] Edgar Martinez: he mounts the database and all of that
[7/20/2016 3:51:09 PM] Donovan Zapata: i don't see the video
[7/20/2016 3:51:16 PM] Donovan Zapata: ya lo mandaste?
[7/20/2016 3:51:20 PM] Donovan Zapata: o todavia no?
[7/20/2016 3:51:27 PM] Edgar Martinez: si hermano
[7/20/2016 3:51:40 PM] Edgar Martinez: lo mande de nuevo
[7/20/2016 3:51:46 PM] Edgar Martinez: lo ves?
[7/20/2016 3:52:08 PM] Donovan Zapata: no
[7/20/2016 3:52:26 PM] Edgar Martinez: from Vaughn Jardine to All Participants:
Hey one question. Before this, I used mail Retriever for Exchange, which we got with AppAssure, but
when I try ito install it on the new server it said the OS version is not supported. Do you have a mail
Retriever for Exchange that will work with Server 2012 R2?
[7/20/2016 3:52:27 PM] Donovan Zapata: eso es lo que veo
[7/20/2016 3:52:45 PM] Edgar Martinez: me nokeo con esa pregunta jajaja
[7/20/2016 3:52:52 PM] Donovan Zapata: OS version is not supported. que version de operating system
es?
[7/20/2016 3:52:54 PM] Edgar Martinez: voy a intentar mandartelo por im

[7/20/2016 3:53:03 PM] Donovan Zapata: 2012 r2
[7/20/2016 3:53:11 PM] Donovan Zapata: did he use replay?
[7/20/2016 3:53:15 PM] Donovan Zapata: that may be the problem there
[7/20/2016 3:53:26 PM] Donovan Zapata: he can download the LMU from the license portal
[7/20/2016 3:53:29 PM] Donovan Zapata: it includes MR
[7/20/2016 3:54:05 PM] Edgar Martinez: its seems to be rr
[7/20/2016 3:54:22 PM] Donovan Zapata: have you checked what version of MR he is using?
[7/20/2016 3:54:30 PM] Donovan Zapata: did he send you logs or screenshots?
[7/20/2016 3:54:50 PM] Edgar Martinez: not yet but i am with he in a webex session
[7/20/2016 3:54:52 PM] Edgar Martinez: right now
[7/20/2016 3:54:56 PM] Donovan Zapata: can i look?
[7/20/2016 3:55:01 PM] Edgar Martinez: sure
[7/20/2016 3:56:09 PM] Edgar Martinez: To join Remote Support Session, go to:
MTID=s4741b280cc91996d5362859b98893794
[7/20/2016 3:56:23 PM] Donovan Zapata: i see the video now
[7/20/2016 3:57:26 PM] Donovan Zapata: ok i see it
[7/20/2016 3:57:31 PM] Donovan Zapata: do help about
[7/20/2016 3:58:01 PM] Donovan Zapata: en Mailbox Restore, que version es?
[7/20/2016 3:58:07 PM] Donovan Zapata: if you click on Help
[7/20/2016 3:58:10 PM] Donovan Zapata: and then About
[7/20/2016 3:58:39 PM] Donovan Zapata: hmm, ok try a different option
[7/20/2016 3:59:03 PM] Donovan Zapata: so that seems to be working

[7/20/2016 3:59:04 PM] Donovan Zapata: right?
[7/20/2016 3:59:11 PM] Donovan Zapata: or is that a different OS?
[7/20/2016 3:59:53 PM] Donovan Zapata: About
[7/20/2016 4:00:06 PM] Donovan Zapata: and that works, right?
[7/20/2016 4:00:17 PM] Donovan Zapata: or is he asking about a different core?
[7/20/2016 4:00:19 PM] Edgar Martinez: here is the version
[7/20/2016 4:00:24 PM] Edgar Martinez: 6.0.2.144
[7/20/2016 4:00:25 PM] Donovan Zapata: it works, right?
[7/20/2016 4:00:38 PM] Edgar Martinez: he is asking about this core
[7/20/2016 4:00:47 PM] Donovan Zapata: so does MR work?
[7/20/2016 4:00:51 PM] Donovan Zapata: it seems to work
[7/20/2016 4:00:59 PM] Edgar Martinez: from Vaughn Jardine to All Participants:
No issues. When I copy the pst to my desktop I can open the pst in Outlook and see the single recovered
mail.
from Vaughn Jardine to All Participants:
The problem is that I want to restore to the original location. We have over 6000 accounts and it will be
a pain to create psts everytime I recover.
[7/20/2016 4:00:59 PM] Donovan Zapata: or is there something that does not work?
[7/20/2016 4:01:24 PM] Donovan Zapata: he should be able to restore back to the live server
[7/20/2016 4:01:29 PM] Donovan Zapata: as long as he has permissions
[7/20/2016 4:01:37 PM] Donovan Zapata: not sure what Exchange permissions
[7/20/2016 4:01:44 PM] Donovan Zapata: but something like Enterprise Admin
[7/20/2016 4:03:23 PM] Edgar Martinez: that is what he show us
[7/20/2016 4:03:24 PM] Donovan Zapata: has he tried restoring

[7/20/2016 4:03:28 PM] Edgar Martinez: it seems ok?
[7/20/2016 4:03:31 PM] Donovan Zapata: back to exchange?
[7/20/2016 4:03:37 PM] Donovan Zapata: i have no idea what he showed us
[7/20/2016 4:03:50 PM] Donovan Zapata: what i mean is, what permissions are those?
[7/20/2016 4:04:02 PM] Donovan Zapata: and i hope he doesn't just say "admin"
[7/20/2016 4:04:07 PM] Donovan Zapata: i mean what level
[7/20/2016 4:04:12 PM] Edgar Martinez: ohhhh
[7/20/2016 4:05:46 PM] Edgar Martinez: this is the user that he is using
[7/20/2016 4:05:52 PM] Edgar Martinez: backupadmin
[7/20/2016 4:06:30 PM] Donovan Zapata: ok and what permisssions does that user have?
[7/20/2016 4:08:43 PM] Edgar Martinez: you saw?
[7/20/2016 4:08:56 PM] Donovan Zapata: exhcnage trusted subsystem?
[7/20/2016 4:09:47 PM] Donovan Zapata: has he actually tried it
[7/20/2016 4:09:54 PM] Donovan Zapata: restoring back to exchange
[7/20/2016 4:09:55 PM] Edgar Martinez: el detalle es q no sabemos lo de los derecho y al parecer el
tampoco
[7/20/2016 4:10:04 PM] Donovan Zapata: ahahahhah
[7/20/2016 4:10:07 PM] Donovan Zapata: esta bien
[7/20/2016 4:10:26 PM] Donovan Zapata: el ya trato de restaurar mailboxes directo a exchange?
[7/20/2016 4:11:29 PM] Edgar Martinez: thats one that is falling
[7/20/2016 4:11:46 PM] Donovan Zapata: which one exactly

[7/20/2016 4:11:47 PM] Donovan Zapata: and
[7/20/2016 4:11:48 PM] Donovan Zapata: what is
[7/20/2016 4:11:51 PM] Donovan Zapata: "the one"
[7/20/2016 4:11:53 PM] Donovan Zapata: one mailbox?
[7/20/2016 4:12:06 PM] Edgar Martinez: one mailbox
[7/20/2016 4:12:08 PM] Edgar Martinez: at this time
[7/20/2016 4:12:12 PM] Donovan Zapata: ok, question
[7/20/2016 4:12:18 PM] Donovan Zapata: what is so special about that mailbox?
[7/20/2016 4:12:22 PM] Donovan Zapata: permissions?
[7/20/2016 4:12:29 PM] Edgar Martinez: but he needs to do it in more emails
[7/20/2016 4:12:35 PM] Edgar Martinez: with pst works
[7/20/2016 4:12:43 PM] Donovan Zapata: ok question,
[7/20/2016 4:12:45 PM] Donovan Zapata: how big is it
[7/20/2016 4:12:47 PM] Donovan Zapata: and
[7/20/2016 4:12:50 PM] Donovan Zapata: how does it compare
[7/20/2016 4:12:53 PM] Donovan Zapata: to the other mailboxes
[7/20/2016 4:12:59 PM] Donovan Zapata: what is so special/differnt
[7/20/2016 4:13:04 PM] Donovan Zapata: size?
[7/20/2016 4:13:06 PM] Donovan Zapata: permissions
[7/20/2016 4:13:15 PM] Donovan Zapata: exchange database
[7/20/2016 4:13:32 PM] Donovan Zapata: ok so just to clarify,
[7/20/2016 4:13:38 PM] Donovan Zapata: it works with most other mailboxes
[7/20/2016 4:13:42 PM] Donovan Zapata: except one mailbox
[7/20/2016 4:13:43 PM] Donovan Zapata: right/

[7/20/2016 4:14:16 PM] Donovan Zapata: also, is there an error?
[7/20/2016 4:14:21 PM] Donovan Zapata: if yes, what is the error?
[7/20/2016 4:16:02 PM] Edgar Martinez: see
[7/20/2016 4:16:04 PM] Edgar Martinez: the webeex
[7/20/2016 4:16:06 PM] Edgar Martinez: is gonna do it
[7/20/2016 4:16:15 PM] Edgar Martinez: he is in that
[7/20/2016 4:16:39 PM] Edgar Martinez: the rare thing is when he export to pst it works
[7/20/2016 4:16:40 PM] Donovan Zapata: has he checked permissions at the mailbox level?
[7/20/2016 4:16:54 PM] Donovan Zapata: yeah, pst works because it's not touching exchange
[7/20/2016 4:17:35 PM] Donovan Zapata: Save restore log
[7/20/2016 4:17:39 PM] Donovan Zapata: hyperlink
[7/20/2016 4:17:43 PM] Donovan Zapata: Save restore log
[7/20/2016 4:17:48 PM] Donovan Zapata: send it to me please
[7/20/2016 4:18:57 PM] Edgar Martinez: he is on that
[7/20/2016 4:19:20 PM] Edgar Martinez: i think is the same error that i have in another case
[7/20/2016 4:19:23 PM] Edgar Martinez: similar
[7/20/2016 4:19:34 PM] Donovan Zapata: what case number
[7/20/2016 4:19:36 PM] Donovan Zapata: this one
[7/20/2016 4:20:46 PM] Donovan Zapata: WORD WRAP
[7/20/2016 4:20:55 PM] Donovan Zapata: so you can see it in one screen
[7/20/2016 4:21:02 PM] Donovan Zapata: without having to scroll
[7/20/2016 4:21:38 PM] Edgar Martinez: this is from the customer
[7/20/2016 4:22:11 PM] Edgar Martinez: damn it... i need to go in almost 15 minutes
[7/20/2016 4:22:27 PM] Donovan Zapata: i'm lookinga t the log now
[7/20/2016 4:22:36 PM] Donovan Zapata: but there is something different about that account
[7/20/2016 4:22:50 PM] Donovan Zapata: is this the only mailbox where it fails to restore back to
exchange?
[7/20/2016 4:22:55 PM] Donovan Zapata: are there others?
[7/20/2016 4:23:03 PM] Donovan Zapata: if yes, what is different about them?
[7/20/2016 4:23:05 PM] Donovan Zapata: permissions?
[7/20/2016 4:23:06 PM] Donovan Zapata: size?
[7/20/2016 4:23:10 PM] Donovan Zapata: exchange database?
[7/20/2016 4:23:51 PM] Donovan Zapata: "a recovery folder is not initialized. "
[7/20/2016 4:23:57 PM] Donovan Zapata: we need to find out more about that
[7/20/2016 4:25:42 PM] Donovan Zapata: question
[7/20/2016 4:25:49 PM] Donovan Zapata: has he tried different options
[7/20/2016 4:25:50 PM] Donovan Zapata: other than
[7/20/2016 4:25:56 PM] Donovan Zapata: "only differences"
[7/20/2016 4:26:01 PM] Donovan Zapata: you know what i mean?
[7/20/2016 4:26:04 PM] Donovan Zapata: in the wizard
[7/20/2016 4:26:48 PM] Donovan Zapata: i missed that
[7/20/2016 4:26:51 PM] Donovan Zapata: what happened?
[7/20/2016 4:27:04 PM] Donovan Zapata: what was different?
[7/20/2016 4:27:40 PM] Donovan Zapata: what's the story with his account?
[7/20/2016 4:27:50 PM] Donovan Zapata: that is what we should be asking him
[7/20/2016 4:27:50 PM] Edgar Martinez: i dont understand
[7/20/2016 4:28:30 PM] Donovan Zapata: why restore only differences?
[7/20/2016 4:28:37 PM] Donovan Zapata: hmm
[7/20/2016 4:28:38 PM] Donovan Zapata: weird
[7/20/2016 4:29:05 PM] Edgar Martinez: lo mas weird es q no se como funciona
[7/20/2016 4:29:09 PM] Edgar Martinez: y tengo otro igual
[7/20/2016 4:29:44 PM] Donovan Zapata: when are you leaving?
[7/20/2016 4:29:51 PM] Donovan Zapata: because right now is the best time to leave
[7/20/2016 4:29:54 PM] Donovan Zapata: when things are working
[7/20/2016 4:29:59 PM] Donovan Zapata: and follow up tomorrow
[7/20/2016 4:30:04 PM] Donovan Zapata: otherwise, you will get stuck here
[7/20/2016 4:30:11 PM] Donovan Zapata: so start saying goodbye
[7/20/2016 4:30:14 PM] Donovan Zapata: soon
[7/20/2016 4:30:16 PM] Edgar Martinez: well in almost 5 min
[7/20/2016 4:30:24 PM] Donovan Zapata: don't get stuck
[7/20/2016 4:30:32 PM] Edgar Martinez: i just wanna see
[7/20/2016 4:30:37 PM] Edgar Martinez: if it works
[7/20/2016 4:32:43 PM] Donovan Zapata: that worked with a different account?
[7/20/2016 4:32:49 PM] Donovan Zapata: as in using a different account
[7/20/2016 4:32:56 PM] Donovan Zapata: or restoring another account's mail?
[7/20/2016 4:33:15 PM] Edgar Martinez: i dont know
[7/20/2016 4:33:29 PM] Edgar Martinez: tengo que irme hermano voy a la universidad
[7/20/2016 4:33:33 PM] Donovan Zapata: ok hasta luego
[7/20/2016 4:33:50 PM] Edgar Martinez: gracias hermano por la ayuda
[7/20/2016 4:33:53 PM] Edgar Martinez: estamos en contacto
[7/21/2016 8:59:52 AM] Edgar Martinez: hey hermano
[7/21/2016 9:00:11 AM] Donovan Zapata: hola buenos dias
[7/21/2016 9:00:19 AM] Edgar Martinez: buenos dias como estas?
[7/21/2016 9:00:30 AM] Donovan Zapata: todo bien, acabo de terminar una llamada
[7/21/2016 9:22:29 AM] Edgar Martinez: otro happy customer
[7/21/2016 9:22:36 AM] Edgar Martinez: :D
[7/21/2016 9:22:48 AM] Donovan Zapata: which one, mine or yours?
[7/21/2016 9:22:57 AM] Edgar Martinez: jajaja yours
[7/21/2016 9:23:22 AM] Donovan Zapata: well, not completely happy....but better than yesterday
[7/21/2016 9:23:51 AM] Edgar Martinez: jajaja
[7/21/2016 9:24:06 AM] Edgar Martinez: that's one step up
[7/21/2016 9:24:58 AM] Donovan Zapata: yeah
[7/21/2016 9:37:28 AM] Edgar Martinez: Hi Martinez,
Unfortunately with the exception of just one other account, all the rest I tried are also failing. I tried
different accounts from different databases and got the same issue.
Can we go through all the permissions tomorrow that the backupadmin account is supposed to have?
[7/21/2016 9:37:33 AM] Edgar Martinez: the customer answer me
[7/21/2016 9:37:51 AM] Edgar Martinez: the yesterday's customer, you remember?
[7/21/2016 9:37:58 AM] Donovan Zapata: that sucks
[7/21/2016 9:38:05 AM] Donovan Zapata: that's something he should be doing
[7/21/2016 9:38:12 AM] Donovan Zapata: and telling you what permissions are set where
[7/21/2016 9:38:23 AM] Donovan Zapata: get a TPS involved
[7/21/2016 9:38:24 AM] Edgar Martinez: i talk with a co worker and talk me something about sysadmin
[7/21/2016 9:38:29 AM] Donovan Zapata: before you waste a lot of time
[7/21/2016 9:38:55 AM] Donovan Zapata: make sure the core is patched as well
[7/21/2016 9:39:02 AM] Edgar Martinez: ok
[7/21/2016 9:39:32 AM] Donovan Zapata: the problem is probably something simple
[7/21/2016 9:39:39 AM] Donovan Zapata: it may take some time to figure it out
[7/21/2016 9:39:54 AM] Edgar Martinez: and i have another in the same way
[7/21/2016 9:40:08 AM] Donovan Zapata: i hate those cases because they take up a lot of time
[7/21/2016 10:07:54 AM] Edgar Martinez: Was now typing up this when I saw your email. Still no joy
with the resolution of this issue. I tried several accounts. A couple of them worked but 99 percent of
those I tried did not work. What is puzzling is why a couple of them will work without problems. Surely
the permission is correct for them to work. This morning I gave the backupadmin account the highest
permissions available (enterprise, schema, domain admins, exchange trusted, Organizarion
management, Exchange administrators, but still no luck.
The Exchange is in a DAG, and previously we backed up the mailbox databases on the other server. This
is a new installation of RapidRecovery, and trying restores on this server for the first time.
Vaughn
[7/21/2016 10:08:01 AM] Edgar Martinez: jajaja i ask for the logs
[7/21/2016 10:08:04 AM] Edgar Martinez: and send me this
[7/21/2016 10:08:06 AM] Edgar Martinez: jaja
[7/21/2016 10:08:38 AM] Donovan Zapata: hmmm
[7/21/2016 10:08:48 AM] Donovan Zapata: definitely get a TPS to look at that case with you
[7/21/2016 10:09:00 AM] Donovan Zapata: otherwise you might get stuck and it will take up more time
[7/21/2016 10:09:08 AM] Donovan Zapata: so let's get a TPS as soon as possible
[7/21/2016 10:09:10 AM] Edgar Martinez: thanks men
[7/21/2016 10:09:15 AM] Donovan Zapata: by the way,
[7/21/2016 10:09:21 AM] Donovan Zapata: that is exactly what i would do as well
[7/21/2016 10:09:30 AM] Donovan Zapata: get a TPS to look at it with me
[7/21/2016 10:09:37 AM] Donovan Zapata: and provide ideas and things to try
[7/21/2016 10:09:43 AM] Donovan Zapata: just make sure the core is patched
[7/21/2016 10:09:57 AM] Donovan Zapata: the LMU can be installed on any machine
[7/21/2016 10:10:05 AM] Donovan Zapata: try installing it on another computer (any computer)
[7/21/2016 10:10:10 AM] Donovan Zapata: and try restoring from there
[7/21/2016 10:10:14 AM] Donovan Zapata: see if it's any different
[7/25/2016 9:55:32 AM] Edgar Martinez: Hey friend
[7/25/2016 9:55:40 AM] Edgar Martinez: how are you?
[7/25/2016 9:55:44 AM] Donovan Zapata: good good
[7/25/2016 9:55:50 AM] Donovan Zapata: how about you?
[7/25/2016 9:56:11 AM] Edgar Martinez: here fighting with all

[7/25/2016 9:56:13 AM] Edgar Martinez: and you?
[7/25/2016 9:56:24 AM] Donovan Zapata: i just finished giving bad news to a customer
[7/25/2016 9:56:33 AM] Donovan Zapata: "punctured RAID array"
[7/25/2016 9:56:40 AM] Edgar Martinez: wow... data loss?
[7/25/2016 9:56:44 AM] Donovan Zapata: i only know one way to fix that
[7/25/2016 9:56:45 AM] Donovan Zapata: and it's bad
[7/25/2016 9:56:48 AM] Donovan Zapata: blow it away
[7/25/2016 9:56:48 AM] Edgar Martinez: lost
[7/25/2016 9:56:50 AM] Donovan Zapata: and recreat
[7/25/2016 9:56:58 AM] Donovan Zapata: do you know any other way
[7/25/2016 9:57:00 AM] Donovan Zapata: i don't
[7/25/2016 9:57:01 AM] Edgar Martinez: damn it...
[7/25/2016 9:57:14 AM] Donovan Zapata: especially since i am not as familiar with the hardware side
[7/25/2016 9:57:22 AM] Edgar Martinez: its like a doctor
[7/25/2016 9:57:37 AM] Edgar Martinez: how to tell a pacient is gonna die
[7/25/2016 9:59:01 AM] Edgar Martinez: i wanna ask you for something, i am with a new cases to learn,
and i have this case of based image every month
[7/25/2016 9:59:18 AM] Edgar Martinez: im searching the logs
[7/25/2016 9:59:28 AM] Donovan Zapata: do you see a pattern?
[7/25/2016 9:59:32 AM] Donovan Zapata: day of the month
[7/25/2016 9:59:35 AM] Donovan Zapata: time of the day
[7/25/2016 9:59:39 AM] Donovan Zapata: that could help

[7/25/2016 9:59:45 AM] Donovan Zapata: send me the case number
[7/25/2016 9:59:48 AM] Donovan Zapata: i can review the logs
[7/25/2016 9:59:54 AM] Donovan Zapata: do we have recent logs from the agent?
[7/25/2016 9:59:55 AM] Edgar Martinez: 3567501
[7/25/2016 10:01:05 AM] Donovan Zapata: Chris Conner,
[7/25/2016 10:01:10 AM] Donovan Zapata: did you call him?
[7/25/2016 10:01:47 AM] Donovan Zapata: he can be a pain to work with
[7/25/2016 10:02:09 AM] Donovan Zapata: just want to make sure that you called him since the case
does not say "email" contact
[7/25/2016 10:02:16 AM] Donovan Zapata: anyway, i'll take a look at the logs
[7/25/2016 10:03:21 AM] Edgar Martinez: not today
[7/25/2016 10:03:50 AM] Edgar Martinez: last time i said i was going to check the logs
[7/25/2016 10:04:00 AM] Donovan Zapata: yeah, that's good
[7/25/2016 10:04:13 AM] Donovan Zapata: but we are supposed to call when the contact preference is
not given
[7/25/2016 10:04:17 AM] Edgar Martinez: so, today when i call him i need an aswer or a plan to work
arounf
[7/25/2016 10:05:01 AM] Edgar Martinez: around
[7/25/2016 10:06:04 AM] Edgar Martinez: so you said this is a hard customer?
[7/25/2016 10:06:12 AM] Donovan Zapata: sometimes
[7/25/2016 10:07:18 AM] Donovan Zapata: have you looked at the logs?
[7/25/2016 10:07:32 AM] Donovan Zapata: did you find a pattern?
[7/25/2016 10:07:40 AM] Edgar Martinez: im searching but i dont see a pattern
[7/25/2016 10:07:44 AM] Donovan Zapata: time of the month?
[7/25/2016 10:07:48 AM] Donovan Zapata: time of the day?

[7/25/2016 10:07:49 AM] Donovan Zapata: anything?
[7/25/2016 10:07:55 AM] Edgar Martinez: it seems to be aleatory
[7/25/2016 10:08:25 AM] Edgar Martinez: i talk with customer and talks me that he havent restart the
servers
[7/25/2016 10:08:28 AM] Edgar Martinez: at those times
[7/25/2016 10:08:38 AM] Edgar Martinez: at those times is outside office
[7/25/2016 10:09:08 AM] Donovan Zapata: how many base images are tehre for that machine?
[7/25/2016 10:09:16 AM | Edited 10:09:30 AM] Donovan Zapata: i already know the answer
[7/25/2016 10:09:23 AM] Donovan Zapata: i just want to see if you have looked at that
[7/25/2016 10:09:36 AM] Edgar Martinez: he has 3 agents protected
[7/25/2016 10:09:40 AM] Donovan Zapata: i see that
[7/25/2016 10:09:49 AM] Donovan Zapata: how many base images for the 1 machine with the problem?
[7/25/2016 10:10:00 AM] Donovan Zapata: or are you saying that all 3 machines have the same
problem?
[7/25/2016 10:11:00 AM] Edgar Martinez: 3 of the agents
[7/25/2016 10:11:13 AM] Donovan Zapata: do you see a pattern there?
[7/25/2016 10:11:21 AM] Donovan Zapata: time of the day?
[7/25/2016 10:11:47 AM] Donovan Zapata: to me that seems like a pattern
[7/25/2016 10:11:49 AM] Donovan Zapata: i could be wrong
[7/25/2016 10:12:00 AM] Donovan Zapata: but it seems like the same time of day on two different dates
[7/25/2016 10:12:11 AM] Edgar Martinez: ohhh yes at 12>00 am
[7/25/2016 10:12:30 AM] Donovan Zapata: well, i think it's 8:00:00am
[7/25/2016 10:12:38 AM] Donovan Zapata: but maybe midnight
[7/25/2016 10:12:45 AM] Edgar Martinez: i see it at 12:00 am the based

[7/25/2016 10:12:53 AM] Donovan Zapata: midnight
[7/25/2016 10:12:56 AM] Donovan Zapata: 8am
[7/25/2016 10:13:09 AM] Donovan Zapata: in your screenshot
[7/25/2016 10:13:14 AM] Donovan Zapata: same time though
[7/25/2016 10:13:32 AM] Donovan Zapata: what's the one above?
[7/25/2016 10:13:36 AM] Donovan Zapata: i mean the other screenshot
[7/25/2016 10:13:38 AM] Donovan Zapata: same one?
[7/25/2016 10:13:43 AM] Donovan Zapata: cause i saw 8am
[7/25/2016 10:14:45 AM] Donovan Zapata: question, which machine is the one with the probelm?
[7/25/2016 10:14:50 AM] Donovan Zapata: or is it all 3?
[7/25/2016 10:14:51 AM] Edgar Martinez: this one
[7/25/2016 10:14:55 AM] Donovan Zapata: computer name?
[7/25/2016 10:15:01 AM] Edgar Martinez: but i think its only one
[7/25/2016 10:15:15 AM] Edgar Martinez: the others are at 12:00 am
[7/25/2016 10:15:22 AM] Donovan Zapata: do this,
[7/25/2016 10:15:24 AM] Donovan Zapata: confirm with the customer
[7/25/2016 10:15:28 AM] Donovan Zapata: which one
[7/25/2016 10:15:35 AM] Donovan Zapata: otherwise we might be looking at the wrong one
[7/25/2016 10:15:45 AM] Edgar Martinez: aca-db1
[7/25/2016 10:15:48 AM] Edgar Martinez: es sql
[7/25/2016 10:16:32 AM] Donovan Zapata: he uploaded logs from ACASVR-HQ-DC1 as well
[7/25/2016 10:16:45 AM] Donovan Zapata: do we ignore that one?

[7/25/2016 10:16:52 AM] Donovan Zapata: or does he have the same problem on 2 machines?
[7/25/2016 10:17:04 AM] Edgar Martinez: in 3 machines
[7/25/2016 10:17:10 AM] Edgar Martinez: the 3 agents protected
[7/25/2016 10:20:29 AM] Edgar Martinez: but is not always 16
[7/25/2016 10:21:06 AM] Edgar Martinez: i see in this one at 8 am 17/06
[7/25/2016 10:21:15 AM] Edgar Martinez: 13/05 8 am
[7/25/2016 10:21:18 AM] Donovan Zapata: hang on, i need to help a sales escalation right now
[7/25/2016 10:21:19 AM] Donovan Zapata: critical
[7/25/2016 10:38:32 AM] Edgar Martinez: ERROR 2016-06-16T17:01:36 [17] -

Replay.Agent.Implementation.ShadowCopy.ShadowCopyInstance (RequestUri=https://acasvr-hq-
mail1:8006/apprecovery/api/agent/transfer/snapshots ClientAddress=10.2.2.18:56310
Service=Replay.Agent.Management.Transfer.TransferManagement Method=TakeSnapshot [Snapping
volumes ((Volume Labeled 'System Reserved');C:\;D:\)])
The VSS writer 'IIS Metabase Writer' failed during snapshot phase 'DoSnapshotSet' with error
WriterTimeout. Writer state is FailedAtFreeze
consegui esto en transfer
[7/25/2016 10:38:37 AM] Edgar Martinez: en el agente
[7/25/2016 11:20:24 AM] Donovan Zapata: that would cause the backup to fail but i don't think that
would cause a base image
[7/25/2016 11:20:34 AM] Donovan Zapata: do they have symantec antivirus installed?
[7/25/2016 11:20:54 AM] Donovan Zapata: no they don't
[7/25/2016 11:20:56 AM] Donovan Zapata: i just checked
[7/25/2016 11:21:06 AM] Donovan Zapata: sorry i was on the phone on a sales escalation
[7/25/2016 11:21:12 AM] Donovan Zapata: i'll look at the logs now
[7/25/2016 11:21:21 AM] Donovan Zapata: by the way, which agent are we focusing on?
[7/25/2016 11:21:26 AM] Donovan Zapata: all 3 or just 1?
[7/25/2016 11:25:00 AM] Donovan Zapata: those are dirty shutdowns of the machine
[7/25/2016 11:25:04 AM] Donovan Zapata: they will cause base images
[7/25/2016 11:27:15 AM] Donovan Zapata: dirty shutdowns on that machine too
[7/25/2016 11:27:39 AM] Donovan Zapata: most likely it is the hyper-v host that is having problems and
may be rebooting
[7/25/2016 11:27:51 AM] Donovan Zapata: since it looks like multiple VMs are affected
[7/25/2016 1:09:46 PM] Edgar Martinez: dont worry
[7/25/2016 1:09:50 PM] Edgar Martinez: the all 3
[7/25/2016 1:11:24 PM] Edgar Martinez: so maybe is the vm
[7/25/2016 1:11:48 PM] Edgar Martinez: ohh yeah it seems to be kernel power
[7/25/2016 1:11:52 PM] Edgar Martinez: here
[7/25/2016 1:18:57 PM] Donovan Zapata: right but it seems very strange to have 3 VMs doing the same
thing....i say it's a problem with the Hyper-V host
[7/25/2016 1:20:19 PM] Edgar Martinez: so, i am going to send this kb for the customer to follow right?
[7/25/2016 1:20:36 PM] Donovan Zapata: did you read the KB>
[7/25/2016 1:21:24 PM] Donovan Zapata: just want to make sure that you explain to him that the base
images are most likely due to the unexpected shutdowns
[7/25/2016 1:21:25 PM] Edgar Martinez: yeah, i t seems to be a .log file that need to delete
[7/25/2016 1:21:47 PM] Donovan Zapata: the customer needs to check the hyper-v host
[7/25/2016 1:21:50 PM] Edgar Martinez: i dont saw in the logs any dirty
[7/25/2016 1:22:02 PM] Donovan Zapata: i dont saw in the logs any dirty??
[7/25/2016 1:22:11 PM] Donovan Zapata: unexpected=dirty
[7/25/2016 1:22:14 PM] Edgar Martinez: he is gonna ask about hyper-v host configuration probably
[7/25/2016 1:22:21 PM] Donovan Zapata: expected shutdown = dirty shutdown
[7/25/2016 1:22:24 PM] Edgar Martinez: ohhh so its the same?
[7/25/2016 1:22:36 PM] Edgar Martinez: i search only dirty in the logs file
[7/25/2016 1:22:42 PM] Donovan Zapata: about hyper-v host configuration probablythat's on him
[7/25/2016 1:22:51 PM] Donovan Zapata: we are backing up the VMs, not the host....right?
[7/25/2016 1:22:57 PM] Donovan Zapata: or are we backing up the host also?
[7/25/2016 1:43:00 PM] Edgar Martinez: im gonna call the customer
[7/25/2016 4:12:19 PM] Edgar Martinez: well for this case, i am going to hold on for the customer
[7/25/2016 4:12:59 PM] Edgar Martinez: but i have another question more easy, by the way, If I upgrade
will all my recovery points and base images still be there?
[7/25/2016 4:13:50 PM] Edgar Martinez: if i have appasure 5.4.3
[7/25/2016 4:14:15 PM] Edgar Martinez: I think the answer is yes, but maybe it depends
[7/26/2016 8:30:48 AM] Edgar Martinez: Hey buenos dias cuate
[7/26/2016 8:31:28 AM] Donovan Zapata: hola, buenos dias
[7/26/2016 8:31:40 AM] Donovan Zapata: oh about your question,
[7/26/2016 8:31:44 AM] Donovan Zapata: everything will be there
[7/26/2016 8:31:45 AM] Edgar Martinez: aqui hermano fighting with the darkness jaja
[7/26/2016 8:32:05 AM] Donovan Zapata: all recovery points will be there and there should not be any
new base images triggered
[7/26/2016 8:32:46 AM] Edgar Martinez: That's what i assume, but just wanna double check if there is
something more
[7/26/2016 8:33:05 AM] Edgar Martinez: There's a lot of people that make the upgrade and happen
issues
[7/26/2016 8:33:25 AM] Donovan Zapata: yeah, make sure you patch the core after it is upgraded
[7/26/2016 8:33:38 AM] Donovan Zapata: to prevent any known product defects
[7/26/2016 8:34:10 AM] Edgar Martinez: I have another question bro, about a customer
[7/26/2016 8:34:26 AM] Edgar Martinez: he wants to change the snapshot date format
[7/26/2016 8:34:33 AM] Donovan Zapata: hmm
[7/26/2016 8:34:34 AM] Edgar Martinez: We need to determine if there is a way to preserve the leading
zero in a snapshot date, on a mount. For example, a snapshot created on July 18, 2016 will create
snapshot named "2016718" instead of "20160718" We would like the snapshot named "20160718" to
keep the leading zero.
[7/26/2016 8:34:51 AM] Edgar Martinez: it sounds crazy but i dont know about this too much
[7/26/2016 8:35:24 AM] Donovan Zapata: where is he getting that number from?
[7/26/2016 8:35:29 AM] Donovan Zapata: the mount point?
[7/26/2016 8:35:34 AM] Donovan Zapata: also, why do they need that?
[7/26/2016 8:35:42 AM] Donovan Zapata: are they doing something with the mountpoint?
[7/26/2016 8:35:45 AM] Donovan Zapata: with another product?
[7/26/2016 8:35:52 AM] Donovan Zapata: because that is what it sounds like
[7/26/2016 8:35:58 AM] Donovan Zapata: i'm just curious
[7/26/2016 8:36:08 AM] Donovan Zapata: also, do you know about the feature request web page?
[7/26/2016 8:36:26 AM] Donovan Zapata: this is where a customer can request features to be added to
the product
[7/26/2016 8:36:40 AM] Edgar Martinez: ohhh i didnt know about it
[7/26/2016 8:37:03 AM] Donovan Zapata: let me find it
[7/26/2016 8:37:16 AM] Donovan Zapata: cause you can always have the customer put in that request
[7/26/2016 8:37:20 AM] Edgar Martinez: so, this is not possible to do?
[7/26/2016 8:38:58 AM] Donovan Zapata: ?
[7/26/2016 8:39:04 AM] Donovan Zapata: change the code?
[7/26/2016 8:39:39 AM] Donovan Zapata: so what's the only way that we can change the behavior of
how our product works?
[7/26/2016 8:39:49 AM] Donovan Zapata: i think it's by having the developers change the code
[7/26/2016 8:39:57 AM] Donovan Zapata: and in order to change the code,
[7/26/2016 8:40:05 AM] Donovan Zapata: a feature request needs to exist

[7/26/2016 8:40:22 AM] Donovan Zapata: you should know that there are MANY feature requests that
exist
[7/26/2016 8:40:27 AM] Donovan Zapata: and very FEW get implemented
[7/26/2016 8:40:32 AM] Donovan Zapata: don't tell the customer that
[7/26/2016 8:40:33 AM] Edgar Martinez: so this is for the customer
[7/26/2016 8:40:41 AM] Donovan Zapata: do not tell him the last part
[7/26/2016 8:40:43 AM] Donovan Zapata: this is for you
[7/26/2016 8:40:46 AM] Donovan Zapata: not for him
[7/26/2016 8:41:19 AM] Donovan Zapata: so just to clarify, the only way we can change the behavior of
the product is by having development make the changes to the code
[7/26/2016 9:45:19 AM] Edgar Martinez: so what can i said to the customer
[7/26/2016 9:45:20 AM] Edgar Martinez: i need to ask those questions
[7/26/2016 9:53:56 AM] Edgar Martinez: We need to determine if there is a way to preserve the leading
zero in a snapshot date, on a mount. For example, a snapshot created on July 18, 2016 will create
snapshot named "2016718" instead of "20160718" We would like the snapshot named "20160718" to
keep the leading zero.
[7/26/2016 10:04:24 AM] Donovan Zapata: sorry Edgar, was on a call
[7/26/2016 10:04:44 AM] Donovan Zapata: oh yeah,
[7/26/2016 10:05:05 AM] Donovan Zapata: so what i would say is that this would need to be a feature
that needs to be implemented
[7/26/2016 10:05:22 AM] Donovan Zapata: and the way to get that feature implemented is by filling out
the feature request form
[7/26/2016 10:06:09 AM] Donovan Zapata: if he asks "when is it going to be implemented?" you can tell
him you have no idea but the feature request list is regularly reviewed by the Program managers and
development.
[7/26/2016 10:09:04 AM] Edgar Martinez: ohhh
[7/26/2016 10:58:32 AM] Edgar Martinez: but i dont understand very much what he is tryin to do
[7/26/2016 11:11:34 AM] Donovan Zapata: well, in the big picture it doesn't matter
[7/26/2016 11:11:45 AM] Donovan Zapata: unless you are curious and want to find out what he is doing
[7/26/2016 4:07:28 PM] Edgar Martinez: Hey my friend
[7/26/2016 4:07:46 PM] Edgar Martinez: you know some kb about mailbox configuration for the first
time
[7/26/2016 4:07:55 PM] Edgar Martinez: for mail restore
[7/26/2016 4:11:49 PM] Donovan Zapata: sorry Edgar, on my way out
[7/26/2016 4:11:52 PM] Donovan Zapata: need to go home
[7/26/2016 4:11:57 PM] Donovan Zapata: to take care of my son
[7/26/2016 4:12:11 PM] Donovan Zapata: we have a lot of KB articles for that
[7/26/2016 4:12:16 PM] Donovan Zapata: and look at the user guide too
[7/26/2016 4:12:27 PM] Donovan Zapata: google search "appassure mailbox restore"
[7/26/2016 4:12:34 PM] Donovan Zapata: gotta go
[7/27/2016 8:44:33 AM] Edgar Martinez: hey good morning dude
[7/27/2016 8:53:38 AM] Donovan Zapata: hey Edgar good morning
[7/27/2016 8:53:44 AM] Donovan Zapata: i'm just starting my shift today
[7/27/2016 9:33:58 AM] Edgar Martinez: great
[7/27/2016 9:34:18 AM] Edgar Martinez: almost thursday jeje
[7/27/2016 9:34:30 AM] Donovan Zapata: almost there!
[7/27/2016 9:35:36 AM] Edgar Martinez: I have a customer with Rapid Recovery and Cluster Shared
Volume, He was wondering if the Rapid Recovery appliance could be setup as a hyper-v failover cluster
node so when you perform a one time export or a virtual standby that it can write to the CSV volume
directly instead of via a host node to the CSV, but he wants kb about it to rectify, i keep on searching on
that but i cannot find anything at the time.
[7/27/2016 9:35:54 AM] Edgar Martinez: yeah we need to rest of this customers jeje
[7/27/2016 9:36:56 AM] Donovan Zapata: i recently read a KB talking about the CSV support
[7/27/2016 9:37:02 AM] Donovan Zapata: it can be a little confusing
[7/27/2016 9:37:04 AM] Donovan Zapata: let me find it
[7/27/2016 9:37:24 AM] Donovan Zapata: and let's review the KB before you send it to the customer
[7/27/2016 9:38:44 AM] Donovan Zapata: that applies to both 6.0.1 and 6.0.2
[7/27/2016 9:38:59 AM] Donovan Zapata: the main part of that KB is at the bottom
[7/27/2016 9:39:06 AM] Donovan Zapata: let me know if that makes sense
[7/27/2016 9:39:11 AM] Donovan Zapata: it can be a little unclear
[7/27/2016 9:39:50 AM] Donovan Zapata: " Only the configurations in the table above are supported by
Dell"
[7/27/2016 9:41:08 AM] Edgar Martinez: uich
[7/27/2016 9:41:33 AM] Edgar Martinez: 5.4.3 is his version
[7/27/2016 9:41:58 AM] Donovan Zapata: so here is some advice for him
[7/27/2016 9:42:07 AM] Donovan Zapata: just because he can technically do what he is thinking of
doing,
[7/27/2016 9:42:15 AM] Donovan Zapata: it does not mean he should
[7/27/2016 9:42:25 AM] Donovan Zapata: our application is very sensitive
[7/27/2016 9:42:32 AM] Donovan Zapata: and it uses a lot of resources
[7/27/2016 9:42:37 AM] Donovan Zapata: so it may not play well
[7/27/2016 9:42:42 AM] Donovan Zapata: as a hyper-v cluster node
[7/27/2016 9:42:52 AM] Donovan Zapata: in my opinion he is just asking for trouble
[7/27/2016 9:42:59 AM] Donovan Zapata: oh also,
[7/27/2016 9:43:08 AM] Donovan Zapata: the main important thing is that it is NOT supported
[7/27/2016 9:43:18 AM] Donovan Zapata: if he has problems with that, we will not help
[7/27/2016 9:43:35 AM] Donovan Zapata: Edgar, what i just typed above, do not copy and send to the
customer
[7/27/2016 9:43:35 AM] Edgar Martinez: oh... i tought it was supported

[7/27/2016 9:43:40 AM] Donovan Zapata: this is just information for you
[7/27/2016 9:43:48 AM] Edgar Martinez: thanks for the advice
[7/27/2016 9:43:56 AM] Donovan Zapata: itcan you be more specific??
[7/27/2016 9:44:02 AM] Donovan Zapata: there are many variables
[7/27/2016 9:44:07 AM] Donovan Zapata: so....
[7/27/2016 9:44:14 AM] Donovan Zapata: what is "it" specifically
[7/27/2016 9:44:36 AM] Donovan Zapata: did you look at the bottom of the KB?
[7/27/2016 9:45:14 AM] Edgar Martinez: on your own risk
[7/27/2016 9:45:17 AM] Edgar Martinez: thats right
[7/27/2016 9:45:27 AM] Edgar Martinez: i can see it in the kb
[7/27/2016 9:45:50 AM] Edgar Martinez: only for 2008
[7/27/2016 9:45:51 AM] Edgar Martinez: .r2
[7/27/2016 9:46:40 AM] Donovan Zapata: the DL, which one is it?
[7/27/2016 9:46:48 AM] Donovan Zapata: DL1000, DL4000, DL4300?
[7/27/2016 9:47:55 AM] Donovan Zapata: do you know what OS the DL is running?
[7/27/2016 9:48:12 AM] Donovan Zapata: because Server 2012 Standard allows for 2 VMs
[7/27/2016 9:48:18 AM] Donovan Zapata: that's a Microsoft limitation
[7/27/2016 9:50:02 AM] Donovan Zapata: Edgar, there are a lot of things they can technically do on that
box
[7/27/2016 9:50:10 AM] Donovan Zapata: it would become unsupported by us
[7/27/2016 9:50:34 AM] Donovan Zapata: i can take a guess that the customer does not want to modify
the config in such a way that makes it not supported by us.
[7/27/2016 10:28:33 AM] Edgar Martinez: yeah probably

[7/27/2016 10:39:14 AM] Edgar Martinez: so, let me try to escructure a good email for that
[7/27/2016 1:43:40 PM] Edgar Martinez: HEy friend
[7/27/2016 1:43:41 PM] Edgar Martinez: hey
[7/27/2016 2:03:39 PM] Donovan Zapata: hey i just came back from lunch
[7/27/2016 2:40:47 PM] Edgar Martinez: here my friend fighting jeje
[7/27/2016 2:41:25 PM] Edgar Martinez: i have a customer that Deleted most current recovery point for
1 protected machine, and now AppAssure is creating a base.
[7/27/2016 2:41:41 PM] Donovan Zapata: doesn't work that way
[7/27/2016 2:41:42 PM] Edgar Martinez: He said: I deleted the most current recovery point for 1 of my
protected machines due to a large amount of video files being placed on the server in error. Now
AppAssure is creating a new base image for that protected machine. My concern is with the offsite
replication trying to sync 850gb over a 50mb download connection. Is this typical behavior. Should I
pause replication and create a new seed drive for this machine?
[7/27/2016 2:42:04 PM] Donovan Zapata: look at the logs
[7/27/2016 2:42:12 PM] Donovan Zapata: look for "customer requested"
[7/27/2016 2:42:15 PM] Donovan Zapata: in case you see that
[7/27/2016 2:42:20 PM] Donovan Zapata: if you do find that,
[7/27/2016 2:42:32 PM] Donovan Zapata: it meansthat the customer forced a base image (maybe by
mistake)
[7/27/2016 2:42:42 PM] Donovan Zapata: look for a reason why the base image is being taken
[7/27/2016 2:42:51 PM] Donovan Zapata: look at the KB for unexpected base images
[7/27/2016 2:42:59 PM] Donovan Zapata: it has a laundry list of possible reasons
[7/27/2016 2:43:13 PM] Donovan Zapata: deleting the most recent RP will NOT trigger a base image
[7/27/2016 2:49:03 PM] Edgar Martinez: I am callin the customer to tell this
[7/27/2016 2:49:56 PM] Edgar Martinez: he delete most current recovery points
[7/27/2016 2:49:59 PM] Donovan Zapata: you should verify with logs
[7/27/2016 2:50:01 PM] Donovan Zapata: you have logs
[7/27/2016 2:50:15 PM] Donovan Zapata: he delete most current recovery pointsplural?
[7/27/2016 2:50:17 PM] Edgar Martinez: no i am going to ask for those
[7/27/2016 2:50:24 PM] Donovan Zapata: recovery point or recovery points?
[7/27/2016 2:50:28 PM] Donovan Zapata: big difference there
[7/27/2016 2:50:29 PM] Edgar Martinez: him or words
[7/27/2016 2:52:49 PM] Edgar Martinez: he is gonna pause replication
[7/27/2016 2:53:04 PM] Edgar Martinez: he wanna wait until finish
[7/27/2016 2:53:24 PM] Edgar Martinez: the base image
[7/27/2016 2:55:22 PM] Edgar Martinez: after creates the base image he is gonna send me the logs
[7/27/2016 2:56:18 PM] Donovan Zapata: hmm ok
[7/27/2016 2:57:28 PM] Edgar Martinez: I have another question about sql
[7/27/2016 2:59:12 PM] Edgar Martinez: The customer see in rapid recovery in this way, but apparently
doesn't seem like is a sql server
[7/27/2016 2:59:22 PM] Edgar Martinez: with sql server it shows different
[7/27/2016 2:59:31 PM] Edgar Martinez: but i dont have another server to see it
[7/27/2016 2:59:51 PM] Edgar Martinez: he make the upgrade to rr6
[8/1/2016 8:39:19 AM] Edgar Martinez: Hey my friend good morning
[8/2/2016 7:16:15 AM] Donovan Zapata: I was out of the office yesterday
[8/2/2016 9:00:19 AM] Edgar Martinez: ohhh dont worry men
[8/2/2016 9:00:23 AM] Edgar Martinez: how you doing
[8/2/2016 9:00:32 AM] Donovan Zapata: all good here,
[8/2/2016 9:00:38 AM] Donovan Zapata: just catching up on emails i missed
[8/2/2016 9:00:42 AM] Donovan Zapata: how was it yesterday?

[8/2/2016 9:00:55 AM] Edgar Martinez: Well too much work
[8/2/2016 9:01:01 AM] Edgar Martinez: as always
[8/2/2016 9:03:08 AM] Edgar Martinez: i have a customer
[8/2/2016 9:03:14 AM] Edgar Martinez: i dont know if you remember
[8/2/2016 9:03:23 AM] Edgar Martinez: about sql 2016
[8/2/2016 9:03:40 AM] Edgar Martinez: still bodering with tha
[8/2/2016 9:03:41 AM] Edgar Martinez: that
[8/2/2016 9:03:42 AM] Edgar Martinez: I am still not sure of the ramifications of 2016 not being
recognized.
Put simply I want to know if there will be any issues if I need to do a restore?
Is there anything I need to be doing to make sure the systems are protected until this is fixed?
Thanks!
[8/2/2016 9:04:42 AM] Donovan Zapata: hmm, well let's start with SQL 2016 not being supported
[8/2/2016 9:05:03 AM] Donovan Zapata: i don't know when sql 2016 will be supported
[8/2/2016 9:05:26 AM] Donovan Zapata: Edgar, have you looked at the machine via webex?
[8/2/2016 9:05:30 AM] Donovan Zapata: the sql server i mean
[8/2/2016 9:07:23 AM] Edgar Martinez: only the core
[8/2/2016 9:07:38 AM] Edgar Martinez: the thing is that he make the upgrade to rr
[8/2/2016 9:07:47 AM] Donovan Zapata: sql 2016 is not supported
[8/2/2016 9:07:50 AM] Edgar Martinez: and probably to sql 2016 too
[8/2/2016 9:07:53 AM] Edgar Martinez: at the same time
[8/2/2016 9:07:56 AM] Donovan Zapata: well

[8/2/2016 9:08:02 AM] Donovan Zapata: sql 2016 is not supported
[8/2/2016 9:08:20 AM] Donovan Zapata: no hay soporte para SQL 2016 en este momento
[8/2/2016 9:08:21 AM] Edgar Martinez: i said that to the customer but almost beat me
[8/2/2016 9:08:34 AM] Edgar Martinez: its pretty intense with that
[8/2/2016 9:08:41 AM] Donovan Zapata: sometimes they need to hear the same answer from multiple
people
[8/2/2016 9:09:37 AM] Edgar Martinez: let me send the email and talk with a tps about it, i talk with my
manager about it and i tell that he is gonna be a pain in the ass
[8/2/2016 9:10:34 AM] Donovan Zapata: who is the customer?
[8/2/2016 9:10:41 AM] Donovan Zapata: which account and what is the customer's name?
[8/2/2016 9:10:45 AM] Donovan Zapata: i know a few
[8/2/2016 9:10:47 AM] Edgar Martinez: Ted Arent
[8/2/2016 9:10:51 AM] Edgar Martinez: from TAMPa
[8/2/2016 9:10:53 AM] Donovan Zapata: have never hear of him
[8/2/2016 9:10:59 AM] Edgar Martinez: People Guru Inc
[8/2/2016 9:11:04 AM] Donovan Zapata: i guess he is our newest pain in the ass customer
[8/2/2016 9:11:29 AM] Donovan Zapata: so was sql 2016 recognized before the upgrade?
[8/2/2016 9:11:34 AM] Edgar Martinez: yeah with this thing i think so...
[8/2/2016 9:11:50 AM] Edgar Martinez: he said that yes
[8/2/2016 9:11:54 AM] Edgar Martinez: but the customer always lies
[8/2/2016 9:11:56 AM] Edgar Martinez: so...
[8/2/2016 9:12:26 AM] Edgar Martinez: i think he make the upgrade and dont read the little words of
requierements
[8/2/2016 9:15:45 AM] Edgar Martinez: so, this customer you don't know it?
[8/2/2016 9:20:03 AM] Edgar Martinez: I have been trying to contact you regarding open SR , according
to your question, i talk with a tps and other co-workers and this is the [PLAN]
PROBLEM
There is no difference for the SQL 2016, it doen't seem like other versions.
LOGS
N/A
ACTIONS
The SQL attachability configuration enables the AppAssure Core to attach SQL database and log files in a
snapshot of a SQL server using a local instance of Microsoft SQL Server. The attachability test lets the
Core check for the consistency of the SQL databases and ensures that all data files (MDF and LDF files)
are available in the backup snapshot. Attachability checks can be run on demand for specific recovery
points or as part of a nightly job.
Attachability requires a local instance of Microsoft SQL Server on the AppAssure Core machine. This
instance must be a fully licensed version of SQL Server procured from Microsoft or through a licensed
reseller. Microsoft does not allow the use of passive SQL licenses.
Attachability supports SQL Server 2005, 2008, 2008 R2, 2012, and 2014. The account used to perform
the test must be granted the sysadmin role on the SQL Server instance.
The SQL Server on-disk storage format is the same in both 64-bit and 32-bit environments and
attachability works across both versions. A database that is detached from a server instance that is
running in one environment can be attached on a server instance that runs in another environment.
NEXT STEPS
You can visit this page:
http://documents.software.dell.com/appassure/5.4.3/user-guide-revision-b-english/managing-
microsoft-exchange-and-sql-servers/managing-sql-attachability-and-log-truncation
So, I am really sorry, but here you can see that Rapid Recovery Core supports SQL Server 2005, 2008,
2008 R2, 2012, and 2014. We don't have support SQL 2016 yet.
I do apologize for any delay or inconvenience, and your patience is greatly appreciated.
Please contact me if you need additional assistance. If there is a preferred time or mode for
correspondance, please let me know and i will contact you then.
[8/2/2016 9:20:08 AM] Edgar Martinez: yo le habia enviado este correo
[8/2/2016 9:20:10 AM] Edgar Martinez: anteriormente
[8/2/2016 9:26:27 AM] Donovan Zapata: i don't recognize that customer's name
[8/2/2016 9:27:29 AM] Donovan Zapata: in the agent settings, do you see the SQL VSS writer?
[8/2/2016 9:39:58 AM] Edgar Martinez: No
[8/2/2016 9:40:10 AM] Edgar Martinez: yo cannot see it for attachability or log truncation
[8/2/2016 9:40:25 AM] Edgar Martinez: im searching an error here for deduplication
[8/2/2016 9:40:42 AM] Edgar Martinez: DR server compression at 0%, rebooted machine, repository
check completed ok but still not compressing. May be keeping more recovery points than it should as
doesn't seem to be adhering to retention policy
[8/2/2016 9:40:50 AM] Edgar Martinez: compression i mean
[8/2/2016 9:40:55 AM] Edgar Martinez: was my mistache
[8/2/2016 9:41:07 AM] Donovan Zapata: that's a different case, right?
[8/2/2016 9:41:21 AM] Donovan Zapata: compression will go up after taking backups for a while
[8/2/2016 9:41:44 AM] Donovan Zapata: it may take a while (many hours or days) for the compression
ratio to go up
[8/2/2016 9:41:58 AM] Donovan Zapata: did they recently delete a lot of data (recovery points)?
[8/2/2016 9:42:13 AM] Donovan Zapata: because that will make the compression drop to zero and it will
take a while to go up
[8/2/2016 9:42:26 AM] Edgar Martinez: I don't know yet
[8/2/2016 9:47:43 AM] Edgar Martinez: i call but no answer
[8/2/2016 9:47:50 AM] Edgar Martinez: i am going to write an email
[8/2/2016 9:47:56 AM] Donovan Zapata: ok that sounds good
[8/2/2016 9:59:33 AM] Edgar Martinez: the people asks too much
[8/2/2016 9:59:38 AM] Edgar Martinez: things
[8/2/2016 9:59:46 AM] Edgar Martinez: well.. the customer
[8/2/2016 9:59:49 AM] Donovan Zapata: that is very common
[8/2/2016 9:59:52 AM] Edgar Martinez: look at this..
[8/2/2016 10:00:02 AM] Edgar Martinez: I have a replication server that is currently archiving a year's
worth of backups on close to 90 servers with 65 TB worth of data. My questions are the following:
1: I know of the core backup option available at settings/backup core configuration, but is there any
other backup procedures recommended?
2: Based off of support's experience, and my size repository, what has been the time frame of
completion with the upgrade?
3: I had upgraded a test box before which led to issues with the icon not opening the newer version.
This was ultimately corrected by a registry edit. Would the latest version correct that? Bot seeing it in
https://documents.software.dell.com/rapid-recovery/6.0.2/release-notes/dell-data-protection-|-rapid-
recovery-6-0-2/known-issues
4: I am not ready to upgrade the source core at this time. With upgrading the target core to 6.0.2, will it
still allow me to have a source core using 5.4.3 until I'm ready?
[8/2/2016 10:01:17 AM] Donovan Zapata: 4: I am not ready to upgrade the source core at this time.
With upgrading the target core to 6.0.2, will it still allow me to have a source core using 5.4.3 until I'm
ready?yes
[8/2/2016 10:01:21 AM] Donovan Zapata: this will work fine
[8/2/2016 10:01:35 AM] Donovan Zapata: that is actually the recommended way to upgrade (target core
first).
[8/2/2016 10:01:59 AM] Donovan Zapata: 1: I know of the core backup option available at
settings/backup core configuration, but is there any other backup procedures recommended?he wants
to backup the core configuration, right? He can export the AppRecovery registry key
[8/2/2016 10:02:45 AM] Donovan Zapata: 2: Based off of support's experience, and my size repository,
what has been the time frame of completion with the upgrade?not sure on the time frame given
different variables like how fast his storage is, CPU power, amount of RAM.
[8/2/2016 10:03:12 AM] Donovan Zapata: 3: I had upgraded a test box before which led to issues with
the icon not opening the newer version. This was ultimately corrected by a registry edit. Would the
latest version correct that? Bot seeing it in product defects are sometimes found after upgrading and
need to be patched.
[8/2/2016 10:03:32 AM] Donovan Zapata: sometimes there are new/unknown product defects which
will need to be escalated to development for a patch.
[8/2/2016 10:09:46 AM] Edgar Martinez: so, you actually recommend to upgrade to rr 6
[8/2/2016 10:10:21 AM] Edgar Martinez: becuase i have been talking with some co-workers and they
said that if works, dont upgrade until the next version
[8/2/2016 10:11:05 AM] Donovan Zapata: so, you actually recommend to upgrade to rr 6not necessarily
[8/2/2016 10:11:21 AM] Donovan Zapata: becuase i have been talking with some co-workers and they
said that if works, dont upgrade until the next versioni agree
[8/2/2016 10:11:36 AM] Edgar Martinez: they said actually expende at last 30% of the core process
[8/2/2016 10:11:52 AM] Edgar Martinez: more than before

[8/2/2016 10:12:02 AM] Edgar Martinez: in resources
[8/2/2016 10:12:15 AM] Donovan Zapata: yeah, doesn't surprise me
[8/2/2016 10:12:27 AM] Donovan Zapata: it depends on what the customer wants
[8/2/2016 10:12:37 AM] Donovan Zapata: maybe he wants to use one of the new features
[8/2/2016 10:20:21 AM] Edgar Martinez:
Good moorning, thank you for having communicated with AppAssure Data protection, where your
satisfaction is very important to us. My name is Edgar Martinez and I am the engineer who will take your
case. Im contacting you in regards to your DR server compresion at 0%.
Could you please send us the message you received along with a screen captures of the retention policy
configured.
Compression will go up after taking backups for a while, it may take a while (many hours or days) for the
compression ratio to go up, Did you recently delete a lot of data (recovery points)?, because that will
make the compression drop to zero and it will take a while to go up.
We will review and report back to you. I’m so glad to be of your help. please let me know, i will waiting
for your review.
Thank you for your time, We keep in touch.
[8/2/2016 10:20:25 AM] Edgar Martinez: le omte esto
[8/2/2016 10:21:00 AM] Edgar Martinez: now.. i have a question... what is a DR server?
[8/2/2016 10:22:10 AM] Donovan Zapata: that looks good
[8/2/2016 10:22:22 AM] Donovan Zapata: DR is most likely Disaster Recovery
[8/2/2016 10:49:28 AM] Edgar Martinez: i didnt know that
[8/2/2016 1:34:45 PM] Edgar Martinez: Thanks bro
[8/2/2016 1:35:51 PM] Donovan Zapata: you can always ask the customer something like "when you
refer to the DR, can you tell me what that is in reference to? Is it the DR site or an actual server?"
[8/2/2016 1:36:00 PM] Donovan Zapata: or simply "What's the DR?"
[8/3/2016 12:00:23 PM] Edgar Martinez: hey my friend
[8/3/2016 12:00:28 PM] Edgar Martinez: good afternoon
[8/3/2016 12:00:30 PM] Edgar Martinez: how you doing
[8/3/2016 12:01:29 PM] Donovan Zapata: good
[8/3/2016 12:01:33 PM] Donovan Zapata: just working with a customer
[8/3/2016 12:01:47 PM] Edgar Martinez: here i am
[8/3/2016 12:01:51 PM] Edgar Martinez: waiting for friday
[8/3/2016 12:01:57 PM] Edgar Martinez: we are almost there
[8/3/2016 12:01:58 PM] Edgar Martinez: hehehe
[8/3/2016 12:01:59 PM] Donovan Zapata: same here
[8/3/2016 12:02:13 PM] Donovan Zapata: by the way,
[8/3/2016 12:02:24 PM] Donovan Zapata: i am going to be off Monday to Thursday next week
[8/3/2016 12:02:28 PM] Edgar Martinez: you remember the customer that we check the logs and have
some issues
[8/3/2016 12:02:32 PM] Edgar Martinez: ?
[8/3/2016 12:02:34 PM] Donovan Zapata: and then Friday August 12 is my last day working at Dell
[8/3/2016 12:02:44 PM] Donovan Zapata: hmm, which customer
[8/3/2016 12:02:44 PM] Edgar Martinez: really???????
[8/3/2016 12:02:52 PM] Edgar Martinez: why???
[8/3/2016 12:03:00 PM] Donovan Zapata: yeah, this friday is probably the last day i take cases
[8/3/2016 12:03:10 PM] Donovan Zapata: got a new job and start on August 15
[8/3/2016 12:03:11 PM] Edgar Martinez: damn it men...
[8/3/2016 12:03:45 PM] Edgar Martinez: Well if is for better possiblities, go ahead...
[8/3/2016 12:04:06 PM] Edgar Martinez: i only can wish you the best
[8/3/2016 2:38:26 PM] Edgar Martinez: Hey mean please when you have some time contact me
[8/3/2016 2:38:31 PM] Edgar Martinez: i have some concerns
[8/3/2016 2:47:18 PM] Donovan Zapata: hey i just got back from lunch
[8/3/2016 2:47:20 PM] Donovan Zapata: what's up?
[8/3/2016 3:38:55 PM] Edgar Martinez: here i am
[8/3/2016 3:38:57 PM] Edgar Martinez: in the fight
[8/3/2016 3:40:42 PM] Edgar Martinez: you remember the customer of the sr 3567501 that we check
the logs
[8/3/2016 3:41:46 PM] Edgar Martinez: Hello Chris,
In regarding to your case, As i told you by phone, you need to follows this steps to resolve the issue and
check the hyper-v host configuration, i know this is gonna help you and i am very pleassure to help you. I
can give you this [PLAN] for this case.
PROBLEM
Unexpected Base Images Created in AppAssure 5
LOGS
ACASVR-HQ-DC1 / MAIL1 /
I found in the logs Microsoft Windows Kernel Power in system events
Raw params: 0|0x0|0x0|0x0|0x0|0|0|
"The system has rebooted without cleanly shutting down first. This error could be caused if the
system stopped responding, crashed, or lost power unexpectedly.!"
ACTIONS
The base images are most likely due to the unexpected shutdowns, so is required to check the
hyper-v hosts, most likely it is the hyper-v host that is having problems and may be rebooting,
since it looks like multiple VMs are affected.
NEXT STEPS
1. Needs to check the hyper-v host configuration.
Unexpected base images may be created occasionally within AppAssure 5. These base images may
appear after an operation completes or a job finishes.
2. Follow this Kb for check it.
https://support.software.dell.com/appassure/kb/118467
[8/3/2016 3:42:42 PM] Edgar Martinez: We was waiting for his tech check this hyper-v configuration
[8/3/2016 3:42:45 PM] Edgar Martinez: and all of that
[8/3/2016 3:42:55 PM] Edgar Martinez: they send me these
[8/3/2016 3:42:56 PM] Edgar Martinez: I thought I had sent this earlier. These are the findings from the
Vhost investigation.
"Reviewed event logs and don't see any issues. There have been no unexpected reboots on ACASVR-HQ-
VH2, or its 2 virtual machines ACASVR-HQ-AACORE1 and ACASVR-HQ-DC2. Scheduled restarts appear to
just be normal update process reboots. Need further information detailing the Appassure and what they
recommend as a fix."
-----Original Message-----
From: support@software.dell.com [mailto:support@software.dell.com]
Sent: Tuesday, August 02, 2016 11:02 AM
To: Chris Conner <CConner@NetworkDepot.com>
Subject: Regarding |SR Number:3567501| - Once a month a core decides to perform a base image on all
servers.
Hello Chris,
This is for ACASVR-CORE1

Thank you,
[8/3/2016 3:44:42 PM] Donovan Zapata: how many agents total are you looking at?
[8/3/2016 3:45:06 PM] Donovan Zapata: that should be 3 individual cases
[8/3/2016 3:45:10 PM] Donovan Zapata: 1 agent = 1 case
[8/3/2016 3:45:29 PM] Edgar Martinez: Well if i focus in one agent
[8/3/2016 3:45:56 PM] Edgar Martinez: the thing is that create the base aleatory
[8/3/2016 3:46:03 PM] Donovan Zapata: There have been no unexpected reboots on ACASVR-HQ-VH2,
or its 2 virtual machines ACASVR-HQ-AACORE1 and ACASVR-HQ-DC2.
[8/3/2016 3:46:04 PM] Edgar Martinez: i dont know if you remember that
[8/3/2016 3:46:32 PM] Donovan Zapata: so you identified unexpected shutdowns on a machine (maybe
2) other than the ones listed there, right?
[8/3/2016 3:46:53 PM] Donovan Zapata: that's why you should treat each agent as its own case
[8/3/2016 3:47:09 PM] Donovan Zapata: if i have 1 case, i will focus on 1 agent
[8/3/2016 3:47:17 PM] Donovan Zapata: if the customer wants me to look at 10 agents
[8/3/2016 3:47:27 PM] Donovan Zapata: i will create one case per agent
[8/3/2016 3:47:33 PM] Donovan Zapata: so i may end up with 10 cases
[8/3/2016 3:47:37 PM] Edgar Martinez: ok i understand that
[8/3/2016 3:47:55 PM] Donovan Zapata: there are different events happening on each machine, right?
[8/3/2016 3:48:04 PM] Donovan Zapata: it looks like the customer told you that
[8/3/2016 3:48:19 PM] Donovan Zapata: There have been no unexpected reboots on ACASVR-HQ-VH2,
or its 2 virtual machines ACASVR-HQ-AACORE1 and ACASVR-HQ-DC2.
[8/3/2016 3:48:24 PM] Donovan Zapata: is that the customer stating that?
[8/3/2016 3:48:28 PM] Donovan Zapata: or is that you telling the customer?
[8/3/2016 3:53:47 PM] Donovan Zapata: you know how to create new cases, right?
[8/4/2016 7:30:17 AM] Edgar Martinez: no friend, he talks me that

[8/4/2016 7:30:42 AM] Edgar Martinez: oohhh no that was my email
[8/4/2016 7:30:57 AM] Edgar Martinez: sorry yesterday i run away to the university
[8/4/2016 10:13:05 AM] Edgar Martinez: Hey bro how are you
[8/4/2016 10:28:07 AM] Edgar Martinez: I have this huy that said: My question is regarding how to
setup the Core to accept machines with Windows 2012R2 deduplication running on them. The
documentation says that deduplication needs to be enabled on the core for the checks and restores to
work, but also that you shouldn't run deduplication on the repository partition. Does that mean we just
need to install the Deduplication role on the core and go no further than that? I also would like to know
what types of issues or differences we'll run into when restoring files/partitions. My direct number is
518-371-0451, I'd like to just go over a few things with the core open in front of me if you have a few
minutes for that.
[8/4/2016 12:50:50 PM] *** Call to Donovan Zapata, no answer.
Send video message ***
[8/4/2016 12:55:35 PM] Edgar Martinez: Bade bade - Moji
[7:56:56 AM] Edgar Martinez: hey friend
[8:52:50 AM] Donovan Zapata: hey Edgar
[8:52:55 AM] Donovan Zapata: i was outof the office yesterday
[9:39:06 AM] Edgar Martinez: ohhh
[9:39:15 AM] Edgar Martinez: this is your last day at dell?
[9:39:29 AM] Donovan Zapata: next week
[9:39:33 AM] Donovan Zapata: Friday of next week
[9:39:38 AM] Edgar Martinez: ohhhhh
[9:39:40 AM] Donovan Zapata: but i am off Monday through Thursday
[9:39:53 AM] Edgar Martinez: jajaja
[9:40:00 AM] Edgar Martinez: you dont wanna work anymore
[9:40:00 AM] Edgar Martinez: jajaja
[9:40:14 AM] Donovan Zapata: well, those are vacation days i have not used
[9:40:20 AM] Edgar Martinez: damn it...

[9:40:22 AM] Donovan Zapata: so i can gift them to Dell
[9:40:24 AM] Donovan Zapata: ...
[9:40:25 AM] Donovan Zapata: or not
[9:40:32 AM] Donovan Zapata: i chose not
[9:40:43 AM] Edgar Martinez: for the compromise
[9:40:45 AM] Edgar Martinez: i understand
[9:40:58 AM] Edgar Martinez: i did the same with the last job
[9:42:44 AM] Edgar Martinez: Chak De! - Moji
[9:42:49 AM] Edgar Martinez: i need help
[9:43:35 AM] Edgar Martinez: I have this huy that said: My question is regarding how to setup the Core
to accept machines with Windows 2012R2 deduplication running on them. The documentation says that
deduplication needs to be enabled on the core for the checks and restores to work, but also that you
shouldn't run deduplication on the repository partition. Does that mean we just need to install the
Deduplication role on the core and go no further than that? I also would like to know what types of
issues or differences we'll run into when restoring files/partitions. My direct number is 518-371-0451, I'd
like to just go over a few things with the core open in front of me if you have a few minutes for that.
[11:03:28 AM] Edgar Martinez: Hey
[11:05:15 AM] Donovan Zapata: the other way which i prefer is to install the LMU on the agent,
[11:05:23 AM] Donovan Zapata: mount the RP there
[11:05:26 AM] Donovan Zapata: and restore from there
[11:05:34 AM] Donovan Zapata: unless you need to restore the whole server
[11:05:47 AM] Donovan Zapata: if you need to restore the whole server you will need to do a BMR
[11:06:42 AM] Edgar Martinez: what is rp?
[11:06:48 AM] Donovan Zapata: https://support.software.dell.com/appassure/kb/121285
[11:06:53 AM] Donovan Zapata: recovery point = RP
[11:07:00 AM] Donovan Zapata: BMR = bare metal restore
[11:07:07 AM] Donovan Zapata: LMU = local mount utility
[11:07:24 AM] Edgar Martinez: i am lost...

[11:07:35 AM] Donovan Zapata: take a look at the KB
[11:07:44 AM] Donovan Zapata: the knowledge base article i just sent you
[11:07:59 AM] Edgar Martinez: his concerns is about deduplication..
[11:08:24 AM] Edgar Martinez: ohhh
[11:16:56 AM] Edgar Martinez: thanks bro
[11:16:59 AM] Edgar Martinez: now i understand
[11:31:28 AM] Donovan Zapata: yeah, i hope your customer is okay with having to do it that way
[11:31:41 AM] Donovan Zapata: i've never tried to enable dedup on the core server OS
[11:31:48 AM] Donovan Zapata: but i assume it should work
[11:31:51 AM] Donovan Zapata: i just never tested it
[11:39:31 AM] Edgar Martinez: ohhh i hope this works
[11:41:56 AM] Edgar Martinez: look at this,
We have one machine with 16GB memory and 2 quad core. Repository is 2TB and the server is 2008 r2
with about 8 agents.
We find the memory is maxed out and restoring from backups is about 4MBps which is extremely slow.
Copying a file you will get about 24MBps.
Rapid recovery is capable of restoring at GB speeds right? It seems I never get over 10/100 with any of
our cores. I know it's a virtual driver mounting it... There isn't a limit because of that driver is there?
[11:42:12 AM] Edgar Martinez: This guide i send the sizing guide
[11:43:33 AM] Edgar Martinez: before this i respond this to the customer in an email: Good morning,
thank you for having communicated with AppAssure Data protection, where your satisfaction is very
important to us. My name is Edgar Martinez and I am the engineer who will take your case. I am
contacting you in regards to your sizing guide explanation, so this is the [PLAN] for your questions:
Problem
Sizing guide explanation

Logs
N/A
Actions
The sizing guide seems to be based off the change rate which is a little confusing to me. I need to have a
more dumb'd down version or something else that will help be figure out the CPU and MEMORY
requirement (along with Disk IO) based on the amount of agents and total size of the repository.
About this, you can see it in AppAssure Sizing Guidance Matrix, here you are gonna find, requirements
depending of how many agents do you have, what is the recommended, how many ram or cpu, you
need to see if you have a bigger repository, that increase the other factors too, because if you have 30
tb and 6 agents, you will need more requirements, because there is too much resources and process
involve, and that affect the performance of the core. You need to know if you have a core in a virtual
machine, is gonna need more resources, this is for physical machines. And Rapid recovery increase the
use of the CPU use in a 30% more for improve the software.
Sizing AppAssure Deployments
https://support.software.dell.com/kb/118407
Nextsteps
Also if you have multiple repository files does it make a difference in the requirements? You know how
you can extend repositories by adding another .dfs file?
Please check this links
How to Extend a DVM Repository (video)

How to Add a Storage Location to an Existing Repository
[11:44:42 AM] Edgar Martinez: But now he ask this look at this,
We have one machine with 16GB memory and 2 quad core. Repository is 2TB and the server is 2008 r2
with about 8 agents.
We find the memory is maxed out and restoring from backups is about 4MBps which is extremely slow.
Copying a file you will get about 24MBps.
Rapid recovery is capable of restoring at GB speeds right? It seems I never get over 10/100 with any of
our cores. I know it's a virtual driver mounting it... There isn't a limit because of that driver is there?
[11:45:54 AM] Edgar Martinez: I think 8 agetns required 16 gb un server 2013, and with 2 tb seems to be
good
[11:46:07 AM] Edgar Martinez: I think 8 agetns required 16 gb un server 2013, and with 2 tb seems to be
good
[11:46:14 AM] Edgar Martinez: Thats my oppinion
[11:59:35 AM] Donovan Zapata: have you (or your customer) checked to see why RAM is maxed out?
[11:59:41 AM] Donovan Zapata: is it the core/agent service?
[11:59:46 AM] Donovan Zapata: or just everything combined?
[12:04:36 PM] Edgar Martinez: it seems to be the core, but the customer is out of office
[12:05:27 PM] Edgar Martinez: i can tell the customer to see it monday carefully
[12:06:48 PM] Donovan Zapata: ah ok, turn off the write caching policy on the core if it is ON (usually it
is ON)
[12:06:52 PM] Donovan Zapata: let me find you the KB
[12:07:11 PM] Donovan Zapata: https://support.software.dell.com/appassure/kb/119686
[12:07:16 PM] Donovan Zapata: that should help a little

[12:07:27 PM] Donovan Zapata: in some cases it helps a lot
[1:06:06 PM] Edgar Martinez: Thank you very much
[1:06:30 PM] Edgar Martinez: My friend do you remember the case about based image? that we found
something in the event view
[1:09:29 PM] Donovan Zapata: un poco, que paso con ese caso?

Conversation Donoban

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Conversation Donoban

Uploaded by

Copyright:

Available Formats

[6/22/2016 9:12:11 AM] *** Donovan Zapata would like to add you on Skype

Hi Edgar Martinez, I'd like to add you as a contact. ***

[6/22/2016 9:26:18 AM] Donovan Zapata: hello Edgar,

[6/22/2016 9:28:02 AM] Donovan Zapata: ah cool

[6/22/2016 9:28:34 AM] Donovan Zapata: lol

[6/22/2016 9:28:43 AM] Donovan Zapata: Wayne has a particular style

[6/22/2016 9:28:49 AM] Donovan Zapata: but he knows a lot

[6/22/2016 9:29:00 AM] Donovan Zapata: so just soak up the knowledge

[6/22/2016 9:29:28 AM] Edgar Martinez: jajaja... also

[6/22/2016 9:31:15 AM] Donovan Zapata: he is one of the veterans

[6/22/2016 9:31:19 AM] Donovan Zapata: oh by the way,

[6/22/2016 9:32:03 AM] Donovan Zapata: si necesitas comunicarte conmigo en espanol

[6/22/2016 9:32:46 AM] Donovan Zapata: soy de Coahuila Mexico

[6/22/2016 9:32:49 AM] Donovan Zapata: en el norte

[6/22/2016 9:34:39 AM] Edgar Martinez: yo soy de Venezuela

[6/22/2016 9:34:53 AM] Donovan Zapata: cuando te mudaste a Panama?

[6/22/2016 9:35:30 AM] Edgar Martinez: hace aproximadamente un ano y pico

[6/22/2016 9:36:23 AM] Edgar Martinez: año

[6/22/2016 9:36:47 AM] Donovan Zapata: ah ok

[6/22/2016 9:36:57 AM] Donovan Zapata: tengo que llamarle a un cliente,

[6/22/2016 9:37:05 AM] Donovan Zapata: chateamos mas tarde

[6/22/2016 10:05:27 AM] Donovan Zapata: i hope that helps

[6/22/2016 12:13:07 PM] Edgar Martinez: thanks bro

[6/23/2016 11:32:19 AM] Edgar Martinez: how

[6/23/2016 11:32:58 AM] Donovan Zapata: hey Edgar, i'm good

[6/23/2016 11:33:01 AM] Donovan Zapata: how are you today?

[6/23/2016 11:37:27 AM] Edgar Martinez: great bro

[6/23/2016 11:38:02 AM] Edgar Martinez: fighting with the cases

[6/23/2016 11:41:13 AM] Donovan Zapata: ok

[6/23/2016 11:41:22 AM] Donovan Zapata: sounds good

[6/23/2016 11:42:05 AM] Edgar Martinez:

1)Planning on upgrading our AppAssure 5.4.3 to Rapid Recovery

6.0.2 over the weekend. Many of the machines we protect

agentless backups on Vm's what is the best procedure for

transitioning to agentless backups, remove the Agent from

the VM prior to performing the upgrade or after?

There's no better practice, but i recommend you later because

based image again.

2)We still have a need to have Tape Backup as part of our

strategy. On our previous upgrade to 5.4.3 we found that

the 5.4.3 Agent caused issues when a Backup occurred with

Backup Exec. When an AppAssure Snapshot occured after

Backup Exec backup to Tape, the AppAssure snapshot would

version Agent, and issue went way. A handful of the

machines we protect are still physical machines, and will

no ve la secuencia y toma uno nuevo

Not very clearly about this if theres a improvement about it or not

3)On the previous upgrade an Engineer suggested the

Repositories should be checked and an AAinfo should be sent

in for analysis prior to upgrade. Is this still a

[6/23/2016 12:59:39 PM] Edgar Martinez: i write it in this way

[6/23/2016 12:59:41 PM] Edgar Martinez:

I look forward to working with you on this Service Request.

According for response your questions here we go.

[6/23/2016 1:00:15 PM] Edgar Martinez: whats your oppinion?

[6/23/2016 1:39:46 PM] Edgar Martinez: yeahh it sounds better

[6/23/2016 1:40:12 PM] Donovan Zapata: you're welcome, any time

[6/23/2016 1:41:13 PM] Edgar Martinez: im taking cases of licenses

[6/23/2016 1:41:35 PM] Edgar Martinez: for upgrading to new version

[6/23/2016 1:44:15 PM] Donovan Zapata: or live recovery

[6/23/2016 1:47:41 PM] Edgar Martinez: customer

[6/23/2016 1:47:43 PM] Edgar Martinez: i mean

[6/23/2016 1:48:29 PM] Donovan Zapata: however,