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Gigasoft Data Protection LtdCommon Backup IssuesThe purpose of this guide is to help customers with some of the most commonissues that we get on a daily basis.Expect log sequence 'xxx' but found 'SERVERNAME\MicrosoftInformation Store\First Storage Group\E000xxx.log'When an Exchange database backup runs it commits the transaction logs, if something else such asNT Backup or Backup Exec has backed Exchange up since the previous GigasoftOBM backup then thiswill clear the logs and result in this error. To resolve this, you will need to either disable thealternative backup software, run a database backup using the GigasoftOBM daily instead of weekly,or configure Backup Exec to copy the logs without removing them. After this, you will need to run anExchange database backup with the GigasoftOBM, this will have the same error as before the firsttime it runs but subsequent backups will complete etup: Error Number0xc800020e: An incremental backup cannot be performed whencircular logging is enabledYou need to disable circular logging in MS Exchange. Instructions for this are below:For Exchange 2003:1. Click Start, point to Programs, point to Microsoft Exchange, and then click System Manager.2. Expand Server, right-click the storage group that you want to change, and then clickProperties.3. In the Properties dialog box, click to select or clear the Enable Circular Logging check box toturn circular logging on or off.4. Click OK. When you are prompted to confirm that you want to continue, click Yes.5. Restart the Microsoft Exchange Information Store service. To do this, follow these steps:a. Click Start, point to Programs, point to Administrative Tools, and then click Services.b. In the right pane, click Microsoft Exchange Information Store. Then, click Restart on theAction menu. If you receive a message that other services will also be restarted, click Yes.For Exchange 2007:1. Start the Exchange Management Console.2. In the console tree, expand Server Configuration, and then click Mailbox.3. In the work pane, right-click the storage group for which you want to enable or disablecircular logging, and then click Properties. The Storage Group Name Properties dialogbox appears.4. Clear the Enable circular logging check box.5. Click OK.6. To make your changes to the circular logging settings effective, restart the MicrosoftExchange Information Store service, or dismount and then mount all of the databases inthe storage group.Gigasoft Data Protection LtdPage: 1

Gigasoft Data Protection LtdFor Exchange 2010:1. Start the Exchange Management Console.2. In the console tree, expand Organization Configuration, and then click Mailbox.3. In the work pane, right-click the storage group for which you want to enable or disablecircular logging, and then click Properties. The Storage Group Name Properties dialogbox appears.4. Clear the Enable circular logging check box.5. Click OK.6. To make your changes to the circular logging settings effective, restart the MicrosoftExchange Information Store service, or dismount and then mount all of the databases inthe storage GetLogAndPatchFiles: Error Number 0xc8000232: Some log or patch files are missingIf you have just disabled the MS Exchange circular logging option please try running a databasebackup again, this should fix the problem.[Microsoft][ODBC SQL Server Driver][SQL Server]The statementBACKUP LOG is not allowed while the recovery model is SIMPLEThis is similar to Exchange circular logging – when the logging mode is set for SIMPLE, logs areoverwritten when they reach a certain point; because of this these logs cannot be restored in theevent of a disaster. There are two methods of resolving this error. If the SQL database is less than 1015Gb, then it is recommended to back the database up daily and not back up the transaction logs atall; if it is larger than this then you will need to change the logging mode from SIMPLE to FULL, thiscan be done within the OBM by viewing the SQL source, right-clicking the database in question, andselecting Recovery Model – this gives you three options: FULL, BULK LOGGED, and SIMPLE. Just clickon FULL and this will change the logging mode for you. You will need to run a database backup afterthis.Quota ExceededThis means that the backup account has run out of its allocated quota. Please contact your accountmanager to increase your backup quota or submit a request using our management s is deniedThis means that the file is not accessible by the GigasoftOBM. Please check if the system accountthat runs the GigasoftOBM has read access permission to the mentioned file.Gigasoft Data Protection LtdPage: 2

Gigasoft Data Protection LtdError YYYY/MM/DD hh:mm Java heap spaceor[Error][Updated File] File "Directory Path/File"Error k.uploadFiles] Unexpected exception forsFilename Directory Path\File sUploadPath Directory Path\File sFileType F, caused by[java.lang.OutOfMemoryError]Java heap space"The Java process has run out of memory. In other words, the memory allocated for the GigasoftOBMis not sufficient for the backup operation. To resolve the issue, increase the maximum Java heap sizeavailable by following the instructions below1. Go to C:\Program Files\GigasoftOBM2. Open config.ini with Notepad and you should see the following entries:app.system.ui.vm.opt.xmx 768app.system.ui.vm.opt.xms 128app.system.common.format.datetime.hourinday true1536 is the current Java heap size, please amend this line to 1536, close and save the file.3. Now open the bin folder within C:\Program Files\GigasoftOBM and open RunOBC.bat (NOTRunOBC32.bat) with Notepad. You should see the following:SET JAVA HOME %OBC HOME%\jvmSET JAVA EXE % JAVA HOME%\bin\java.exe SETJAVA OPTS -Xms128m –Xmx768m -Dsun.java 2d.noddrawPlease change the 768 to 1536, to match the config.ini file, then save and close.4. Now exit the GigasoftOBM from the system tray, open Services, and restart the OnlineBackup Scheduler service. Open the software again, and you should now be fine to run asnormal.If you continue to get the java heap space error, follow these instructions again to increase it to 2048and so on. It is not recommended to go any higher than 50% of the total amount of RAM in thatserver as this can cause instability.Gigasoft Data Protection LtdPage: 3

Gigasoft Data Protection LtdScheduled Backup MissedA majority of missed backups can be resolved by stopping and starting the Online Backup Schedulerservice. To do this, please follow the instructions below:1.2.3.4.5.Click Start and then RunType services.msc and click OKScroll down to the Online Backup SchedulerRight-click on this and click StopWait 10-15secs, right click on the service again, and click StartIf your backups are still missing after this, please send us the scheduler logs from the affectedcomputer which can usually be found in one of the following locations:C:\Documents and 66 Index corrupted'\Network Path\Directory\Username\files\BackupSet IDThis error can occur if the OBM does not have permission rights to access the network drive. You canspecify an account in the Online Backup Scheduler that has the correct permissions by following theinstructions below:1. Open [Control Panel] [Administrative Tools] [Services] [Online Backup Scheduler(Online Backup Manager)] [Log on]2. Select the [This Account] option3. Enter the Login Credentials4. Restart the [Online Backup Scheduler (Online Backup Manager)] service[com.ahsay.obc.dC] [BlockDB.init] Error initializing bptree, caused by[com.ahsay.obc.dC] [Bptree.init] Failed to create‘D:\GigasoftTemp\BackupSet ID\bfTable.bdb' because it existsalreadyThis occurs if a previous backup job was terminated unexpectedly. The temporary file list'bfTable.bdb' created by the previous backup process (that is still running) cannot be remove by theOBM for the new backup operation. Please manually remove the 'bfTable.bdb' file from thetemporary folder configured for backup, which will be specified in the error message (in the exampleabove it is D:\GigasoftTemp\BackupSet ID\bfTable.bdb), if you can’t delete it because it is in use byanother process you can confirm if the previous backup process is still running by starting TaskManager and checking for any 'bJW.exe' or ‘[bschJW.exe’ process:Gigasoft Data Protection LtdPage: 4

Gigasoft Data Protection LtdTerminate all 'bJW.exe' and ‘bschJW.exe’ processes, and then remove the 'bfTable.bdb' file.CExBackup::backupFile:WriteFilePath D:\GigasoftTemp\Backup ID\SERVER\MicrosoftInformation Store\Mailbox Store (SERVER)\File: Error Number 0x70:There is not enoughspace on the disk.This indicates that there is not enough space on the drive holding the temporary backup directory tospool the data, it’s most common with Exchange database backups which require enough space for alarge database to be spooled. You will need to free up space on the drive (in the example above thisis D:\) for the backups to run, it’s worth checking the temporary backup directory itself in case thereare previous jobs that haven’t completed which are filling the space. You can safely delete thecontents of the temporary backup directory (in this case D:\GigasoftTemp) without any adverseeffects.Gigasoft Data Protection LtdPage: 5

NT Backup or Backup Exec has backed Exchange up since the previous GigasoftOBM backup then this . To resolve this, you will need to either disable the alternative backup software, run a database backup using the GigasoftOBM daily instead of weekly, or configure Backup Exec to copy the log