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Troubleshooting the BRU Server Agent for Windows

Views: 16733
Posted: 25 Feb, 2009

Troubleshooting the Windows BRU Server Agent

This article is a sister article to the "Troubleshooting the Startup of the Linux/Unix BRU Server Agent" article.

For Windows systems, troubleshooting the startup and connectivity of the BRU Server Agent is not done the same way as the Linux/Unix Agent's.  While the overall objective is the same, the process to go about finding the answer is not.  This Knowledge Base article will outline the basic steps that the TOLIS Group Technical Support team outlines with each BRU Server Agent on Windows to ensure that the Agent is running and the connectivity required exists.

Properly Install the Agent

The BRU Server Agent for Windows must be installed using the proper installer package that is available from the BRU Server Downloads page. Once installed, the Windows system must be rebooted for the BRU Server Agent to properly register the BRU Server Agent service in the Services Manager*.  Failure to restart the system will result in the BRU Server Agent not being able to run properly.

Testing Connectivity

The BRU Server Agent for Windows can be tested for connectivity from both the BRU Server Server to the BRU Server Agent and back. To do this, you will need to use the terminal on both the BRU Server Server system and the BRU Server Agent system.

It is very common for system administrators to test connectivity by using the ping protocol.  While this tests network connectivity and that the machine is in-fact on the network, this does not test the ability for the BRU Server Server to see the BRU Server Agent and vise versa.  Network connectivity and the ability to browse the internet does not mean that the BRU Server Server/BRU Server Agent can properly communicate and the required Diffie-Hellman key exchange will occur.  The proper tests involve using the telnet protocol since it actually provides output from the BRU Server Server and the BRU Server Agent when the daemons answer on their respective ports.

The following connectivity tests must be performed to ensure connectivity of the BRU Server Server and the BRU Server Agent.

BRU Server Agent to BRU Server Server Test

This test ensures that there is connectivity from the BRU Server Agent to the BRU Server Server only.  This does not imply in any way that you have bi-directional communication from the BRU Server Server to the BRU Server Agent.

To ensure that bi-directional connectivity does exist between the BRU Server Server and the BRU Server Agent, this test and the next test must be performed.

To test from the BRU Server Agent to the BRU Server Server, perform the following actions:

  1. To open a command/terminal window on Windows, click on "Start", then click "Run..."  When the Run window appears, type "cmd" and click "OK."
  2. In the command window, type "telnet IP 14441" -- where the IP is the IPv4 address of the BRU Server Server system.  Your window should look like:

    Windows Telnet Command Example

  3. When you press ENTER after typing the above command, your window should appear like the following:

    Windows Telnet Command Result

    It will remain in this state until you press ENTER again or the connection times out. The above shows that the BRU Server Server has answered the incoming connection and it waiting for input or additional information before further communication can continue.  However, if the connection does fail, you will see the result of:

    Windows Telnet Failed Command Example

    The above example shows that the BRU Server Agent system was not able to communicate with the BRU Server Server.  In the above case, the connection failed.  This would be an indication of the BRU Server Server daemon not running or even, as in the case above, an incorrectly specified BRU Server Server system.  The BRU Server Server is not installed on the machine at IP address 192.168.3.10 and therefore resulted in the above failed connection.

BRU Server Server to BRU Server Agent Test

If your tests from the BRU Server Agent to the BRU Server Server have gone well and are working as they should, then the next tests need to check connectivity from the BRU Server Server to the BRU Server Agent.  Just because you had communication one way does not mean that you have true bi-directional communication. Performing this test and the above test ensures not only that you have bi-directional communications, but that the systems do have the proper daemons running and they answer any incoming "calls" on the proper ports.

To test connectivity from the BRU Server Server to the BRU Server Agent, perform the following process:

Since the BRU Server Server can only be installed on Mac OS X , Linux, or Unix operating systems, you will need to open a terminal window on the system that has the BRU Server Server installed.  Once you have a terminal window, run "telnet IP 14442" -- where IP is the IPv4 address of the Windows machine in question. For example, if we are testing a Windows machine with the BRU Server Agent installed and running at IP address 192.168.1.49, the command would look like:
$ telnet 192.168.1.49 14442. A successful reply from the BRU Server Agent will look like this:

    $ telnet 192.168.1.49 14442
    Trying 192.168.1.49...
    Connected to test.tolisgroup.com.
    Escape character is '^]'.
    0x4B4BB6391581CD72D1F7E855F5A54369L

The above hex key is actually the Diffie-Hellman key and will always change when running tests. The main purpose is to make sure that this key is provided at all. For example, a failed BRU Server Agent reply would look like:

    $ telnet 192.168.1.52 14442
    Trying 192.168.1.52...
    telnet: connect to address 192.168.1.52: Operation timed out
    telnet: Unable to connect to remote host
    $

The above shows that the connection timed out and therefore either cause by one of two things; the BRU Server Agent is not installed or running on this system, or that the machine is turned off. This is the only time a 'ping' test should be performed or is suggested to test if the machine was powered on and connected to the network.  If the ping test succeeds then you know the machine is powered on, but the BRU Server Agent is either not installed or the BRU Server Agent daemon is not running.

In the above example, the BRU Server Server cannot connect because there is no machine located at IP address 192.168.1.52.

At this point, there is no further testing that can be done.  If the BRU Server Server and the BRU Server Agent have bi-directional communication and the above tests succeed, then all backup and restore operations should be working.  If they are not, please contact TOLIS Group Technical Support for further assistance.

*Windows 98SE does not have services like Windows 2000 or higher. For information about setting up the BRU Server Agent on Windows 98SE, please see the KB article on Installation and Setup of the BRU Server Agent for Windows 98SE.

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