PowerProtect Data Manager: How to Troubleshoot Services Not Starting

Service Troubleshooting Order

When all PPDM services fail to start, troubleshoot them in this order:

1. ElasticSearch
2. Secretsmgr
3. AAA
4. Eureka
5. Zuul
6. Sysmgr

Each service depends on the services above it. A failure in an earlier service cascades to all downstream services.

Troubleshooting Approach

• Check the .out file for each service. Each service stores logs in /var/log/brs/<service_name>/. Look for exceptions or error messages in the .out file.
• Restart the service and review the logs. Restarting a service typically generates an exception or error that identifies the failure.
• Review the puppet subsequent boot log. When services fail to start, check /var/log/brs/puppet/subsequentboot.log:
• Search for the date of the issue. Find the first relevant entry.
• Search forward for "Skipping because of failed dependencies".
• When the first occurrence is found, search backward. The preceding entries identify the failed dependency.

Collecting Logs for Dell Support

Collect the following data from the PPDM appliance for analysis.

• Log in over SSH to the PPDM appliance.
• Create a target directory:

  mkdir /data01/DellSupport

• Compress the facter directory:

  tar -zcvf /data01/DellSupport/facter.tar.gz /etc/facter

• Compress the log directory:

  tar -zcvf /data01/DellSupport/logs.tar.gz /var/log

• Generate an Elasticsearch database dump if the ppcp tool is available:

  /home/admin/bin/ppcp es backup

• Contact Dell Support for an FTP site or attach the logs to the case.