After creating scheduled backup configuration on BCM50, BEM disconnects when accessing Backup node 2

[joshvazquezw]

Note: I have little experience with PBXs and only have some basic knowledge about my system. Please give complete explanations in your replies.

I have a BCM50 system. After a recent hard drive failure which required us to restore a backup from 3 months ago (the latest available), I wanted to set up scheduled backups so that we wouldn't have to worry about that. I created a folder on our file server and gave a new account permission to write to it. Using Business Element Manager 62.0.2 I went to Administration -> Backup and Restore -> Backup -> Scheduled Backups. I created a scheduled backup config pointing to the folder I created, with the correct account credentials. When I tried to test the connection, it failed. I tried various different ways of putting in the info including putting the folder name in the bottom field (Resource?) instead of in the same field as the server name, and prefixing the username with the domain name and a backslash. I had other things I needed to do so I came back to it later. I connected and went to Backup and Restore -> Backup. As soon as the Scheduled Backups tab loads (its caption turns from gray to black), I get disconnected with the following message:

"Connection was closed due to inactivity"

I'm unable to create a manual backup because as soon as the second tab loads, I get disconnected. If I try to quickly start a manual backup before the second tab loads, I still get disconnected. I have searched extensively for any solution to this that doesn't involve me restoring the 3-month-old backup again (since I was trying to create a backup to avoid this situation!). I've found a few other threads where people have the exact same issue:

http://www.tek-tips.com/viewthread.cfm?qid=1676546

http://www.tek-tips.com/viewthread.cfm?qid=1691878

http://www.tek-tips.com/viewthread.cfm?qid=1654274

Things I've tried:

- Install BEM on another computer
- Update BEM from 62.0.2 to 62.0.3
- Update BEM from 62.0.3 to 62.0.5
- Create a new administrator in BEM and try to access Backup node
- Soft reboot (at the request of our PRI provider)
- Click Restore from Factory Default and select only the Backup component to restore, keeping all data safe - this gives the message "If you proceed, this file will replace the backup file that is currently on the BCM" - I clicked cancel because I don't know if that will do a complete factory restore immediately or whether it will ask me to confirm. Avaya's BCM50 administration manual says that after clicking the first Restore button, you should get prompted to select components to restore. I didn't get that prompt, so maybe it shows up after the above one. I just don't want to accidentally bring down the system in the middle of the day.

The technician at our provider wants me to try a hard reboot next, and then a restore from backup if that doesn't work. I'd like to avoid that if at all possible because we already had to deal with restoring an old backup. I want to avoid losing any voicemails, config, etc. I can still use every other feature in BEM, and I can use CallPilot Manager.

Is there any way to remove the scheduled backup config so that I can get into the backup settings and perform a manual backup? SSH with nnadmin and password of the day (tech didn't know about this)? CallPilot Manager? Auto-administration task? At the very least, is there a different way for me to perform a manual backup? Will doing a backup now even help since it contains the scheduled backup settings?

Any help is appreciated.

 

[joshvazquezw]

Another thought: on the Alarms node I can see that the scheduled backup is running and failing:

Backup and Restore - File could not be transferred to the shared folder.
Check your login credentials to the shared folder

Maybe if I tweak things on the file server I can get a scheduled backup to succeed. I couldn't find any relevant events on the file server at the time of the failure. If I find some, they can tell me whether the BCM is using the wrong password, for example.

 

[joshvazquezw]

There's no way to edit posts, so here I go triple-posting.

I found Avaya's Backup & Restore Guide here:

http://downloads.avaya.com/css/P8/documents/100125764

On page 31 you can see the components available to restore. Looks like the Backup config is not one of them unless it's part of something else (scheduling?). There are also screenshots on the following pages showing the restore process. The Select Components to Restore window should come up after the Restore window I posted above if I click OK.

All I really need to be able to do is delete the scheduled backup config and start creating manual backups without spending a ton on support, since this is the fault of the software and is a bug.

One more thing I thought of: can I safely stop the backup service and try to access the Backup node again?

 

[SupportDude]

Seems that you have some corruption in your configuration.
Try a restore from Factory Default.
This will not immediately run a restore.
The warning message is just telling you that the current backup saved on the HDD will be replaced with the Factory Image.
(Every time you perform a backup, whether it be to a PC, USB, or Network Folder, a copy is saved and stored on the BCM HDD).
After the Factory Image loads you will be presented with a dialog of check boxes.
Uncheck everything except "Schedule" (or something to that effect, I'm going from memory on this).
Go ahead with the restore.
This will restore the schedule component from the default image and correct the corruption.

HTH!

-SD-

http://www.mysupportguy.net

 

[joshvazquezw]

Thank you SupportDude, I will try that tomorrow during my maintenance window. Does that impact any services (phone calls, voicemail, etc.)?

Do you know what exactly the Scheduling component includes? If it only includes scheduled backups and scheduled log transfers, no problem. I ask because under Configuration -> Telephony, there is a node called Scheduled Services. This looks like something related to the reception line and the definitions for evening, night, etc. I don't want to unintentionally affect settings other than scheduled backups and log transfers. If it includes other stuff, could I do the same procedure (restore Scheduling component only) from my 3-month-old backup instead so that those settings are more recent than factory?

 

[SupportDude]

AFAIK, It only affects those parameters that include a "Scheduled" tab.
I have used this process a few times to resolve a reverse problem ... the schedule tab would remain greyed out.
It never affected "Scheduled Services".
The backup may contain some corruption, so I would suggest trying it from the Factory Image first.
Of course, if anything goes wrong, you can always restore from backup again.

-SD-

http://www.mysupportguy.net

 

[joshvazquezw]

SupportDude, thank you so much. That worked perfectly and took no time at all. Running a backup now!
I guess scheduled backups are buggy, I won't try them again.