HP P9000 Replication Manager Software 7.3.1-00 Configuration Guide

Troubleshooting Application Agent operations
This section explains how to troubleshoot problems with Application Agent, including how to collect
information when calling for support:
• Resolving Application Agent installation and uninstallation errors, page 111
• Resolving Application Agent operation errors, page 113
• Collecting support information with the hrpmap_getras command, page 113
• Application Agent events that can be ignored, page 114
TIP:
When collecting event log information to diagnose a problem on the host where Application Agent
is installed, be sure to collect maintenance information for the Replication Manager server as well.
This will help identify problems caused by communication errors between Application Agent and the
server. For more information, see “Collecting maintenance information” on page 108.
Resolving Application Agent installation and uninstallation errors
Sometimes, an Application Agent installation or uninstallation might not end properly, such as when
an error occurs during the installation, or the installation is canceled while files are being copied. In
such cases, resolve the problem by following the same sequence used for installation of Replication
Manager.
NOTE:
After the RM Shadow Copy (VSS Provider) window has been started, if the installation fails or the
Cancel button is used to stop the installation, you have to use the Application Agent installer to re-install
RM Shadow Copy. Note that before attempting to re-install RM Shadow Copy, first open
Add/Remove Programs to make sure that it is uninstalled. If it is still installed, uninstall it using
Add/Remove Programs, and then re-install using the Application Agent installer.
To resolve Application Agent installation or uninstallation errors:
1. Check the displayed messages for information about the problem, and then try to resolve it.
2. Check the trace log files that were output during the installation or uninstallation, and then try to
resolve the problem.
For details, see “Application Agent and VSS Provider installer trace log files” on page 112.
3. If you cannot resolve the problem, collect the trace log files and contact HP Technical Support.
Send all of the collected information to HP Technical Support. For details, see “Collecting
maintenance information” on page 108.
NOTE:
Check the table contained in the section “Application Agent events that can be ignored” on page 114,
to determine whether the displayed message can safely be ignored.
Configuration Guide 111