Unable to Log into Arcserve Backup After Installing this Release

Valid on Windows platforms.

Symptom

After you perform a new installation of Arcserve Backup, you cannot log into Arcserve Backup.

Solution

The services responsible for authenticating users may not be running. From the Control Panel, open the Service Panel and verify that the following services are running:

• Arcserve Backup Domain Server
• Arcserve Backup Service Controller
• Arcserve Remote Procedure Call Server

You can also check this by opening the Task Manager and looking for the application caauthd. If you do not find an instance of this application in the Task Manager, go to the Services Panel, stop and start the Arcserve Backup Domain Server, and try to log into the Arcserve Backup Manager Console again. If you still cannot log in, open the command window, change the directory to the Arcserve Backup home directory, and run the following commands:

ca_auth –user getall

The output on the screen should be similar to the following:

User names:
caroot

If you do not see at least one user, caroot, or if you receive some other error when running the command, run the following debugging authentication commands so that you can send the logs to Arcserve Backup support for investigation:

• ping the machine by name. For example:

ping.exe BAB_MACHINE

• In this example, BAB_MACHINE is your machine. If this does not work, resolve the name to an IP address by changing the etc/hosts file or on the DNS.
• Enter the following command

ipconfig /all > ipconfig.log

• Enter the following command to tell Technical Support if the portmapper is running on your machine:

netstat -na >netstat.log

• Enter the following command to let Technical Support know which Arcserve Backup services have registered with the rpc server running on the client machine:

rpcinfo.exe -p BAB_MACHINE >rpcinfo.log

• In this syntax, BAB_MACHINE is your machine.
• Enter the following command:

rpcinfo.exe -t BAB_MACHINE 395648 1 > caauthd.txt

• In this syntax, BAB_MACHINE is your machine.
• Note: Using '>' to a file does not show the results on the screen.
• Create the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\ComputerAssociates\CA ARCserve Backup\Base\LogBrightStor\[DWORD]DebugLogs ==1

• This creates the rpc.log file in the Arcserve Backup home directory under \log.