Sunday, April 26, 2009

ICAS4108B Complete database back-up and recovery

Database Backup and Recovery

Most of database systems have incorporated backup and recovery tools into their interfaces and infrastructure it is a good idea to understand what the backup and recovery process involves, beyond the work flow of using the tools. With the growing dependency in the workplace on information and general, and the information in your database specifically, there has never been a time when safe backups and reliable recoveries were more important. Are you maintaining your databases properly? Do they participate in a backup and recovery routine that checks on the health of the data? If you are not 100% sure of this, then you need to find out.

Database Backup and Recovery Needs


It is not just the data files that need to be part of the backup process. You must also backup the transaction logs of the database as well. Without the transaction logs the data files are useless in a recovery event. How often you choose to perform these backup routines is really dependent on the data requirements of your company. If you do not know what those are then you need to find out either by referring to them or asking for them to be created through a research and investigation process.

Backup and Recovery and Database Failure

Failure can happen for any number of reasons. There are three main ones that recur enough to be worth incorporating into your backup and recovery plan. User error is the number one reason for data damage, loss, or corruption. Included in this type of failure is an application modifying or destroying the data on its own or through a user choice. Recovery and restore to the point in time before the corruption occurred.

This returns the data to a clean position at the cost of any other changes that were being made to the data since the point the corruption took place. Any lost work will need to be re-entered or processes repeated if necessary.

Media failure can also cause data loss or damage. Media failure can happen when the media the data files or transaction logs are stored on fail. Most databases will be stored on computer hard drives or across groups of hard drives on designated servers. Hard drives are mechanical devices, just like automobiles, and are made up of parts and pieces that work together. Mechanical devices are known for failure and will need to be replaced once, or if, the data has been retrieved from them.

Backup and Recovery and Disaster

The third reason for database failure is a disastrous or catastrophic event. This can be in the form of fire, flood, or any naturally occurring storm. It can also happen through electrical outage, a virus, or the deliberate hacking of your data. Any of these can corrupt or cause the loss of your data. The true disaster will be the lack of data backup and or the lack of a recovery plan. Without data backup recovery is impossible. And without a recovery plan there is no guarantee that your data backup will make it through the recovery process.

Purpose of Complete Database Recovery

This chapter assumes that some or all of your datafiles are lost or damaged. Typically, this situation is caused by a media failure or accidental deletion. Your goal is to return the database to normal operation by restoring the damaged files from RMAN backups and recovering all database changes.

Scope of This Chapter

This chapter explain how to use complete recovery to fix the most common database problems. This chapter makes the following assumptions:

  • You have lost some or all datafiles and your goal is to recover all changes, but you have not lost all current control files or an entire online redo log group.

  • Your database is using the current server parameter file.

  • You have the complete set of archived redo logs and incremental backups needed for recovery of your datafile backups. Every datafile either has a backup, or a complete set of online and archived redo logs goes back to the creation of a datafile with no backup.

    RMAN can handle lost datafiles without user intervention during restore and recovery. When a datafile is lost, the possible cases can be classified as follows:

    • The control file knows about the datafile, that is, you backed up the control file after datafile creation, but the datafile itself is not backed up. If the datafile record is in the control file, then RESTORE creates the datafile in the original location or in a user-specified location. The RECOVER command can then apply the necessary logs to the datafile.

    • The control file does not have the datafile record, that is, you did not back up the control file after datafile creation. During recovery, the database will detect the missing datafile and report it to RMAN, which will create a new datafile and continue recovery by applying the remaining logs. If the datafile was created in a parent incarnation, then it will be created during the restore or recovery phase as appropriate.

  • You are not restoring and recovering an encrypted tablespace.

    If you perform media recovery on an encrypted tablespace, then the Oracle wallet must be open when performing media recovery of this tablespace. See Oracle Database Administrator's Guide to learn about encrypted tablespaces.

  • Your database runs in a single-instance configuration.

    While RMAN can restore and recover databases in Oracle RAC and Data Guard configurations, these scenarios are beyond the scope of this manual.

  • You are using the RMAN client rather than Oracle Enterprise Manager.

    Enterprise Manager provides access to RMAN through a set of wizards. These wizards lead you through a variety of recovery procedures based on an analysis of your database, your available backups, and your data recovery objectives.

    By using Enterprise Manager, you can perform the simpler restore and recovery scenarios outlined in this chapter. You can also use more sophisticated restore and recovery techniques such as point-in-time recovery and database flashback, which allow for efficient repair of media failures and user errors. In most cases, using Enterprise Manager is simpler than using the RMAN command-line client directly

Preparing for Complete Database Recovery

While RMAN simplifies most database restore and recovery tasks, you must still plan your database restore and recovery strategy based on which database files have been lost and your recovery goal. This section contains the following topics:

Identifying the Database Files to Restore or Recover

The techniques for determining which files require restore or recovery depend upon the type of file that is lost.

Identifying a Lost Control File

It is usually obvious when the control file of your database is lost. The database shuts down immediately when any of the multiplexed control files becomes inaccessible. Also, the database reports an error if you try to start it without a valid control file at each location specified in the CONTROL_FILES initialization parameter.

Loss of some but not all copies of your control file does not require you to restore a control file from backup. If at least one control file remains intact, then you can either copy an intact copy of the control file over the damaged or missing control file, or update the initialization parameter file so that it does not refer to the damaged or missing control file. After the CONTROL_FILES parameter references only present, intact copies of the control file, you can restart your database.

If you restore the control file from backup, then you must perform media recovery of the whole database and then open it with the OPEN RESETLOGS option, even if no datafiles need to be restored. This technique is described in "Performing Recovery with a Backup Control File".

Identifying Datafiles Requiring Media Recovery

When and how to recover depends on the state of the database and the location of its datafiles.

Identifying Datafiles with RMAN

An easy technique for determining which datafiles are missing is to run a VALIDATE DATABASE command, which attempts to read all specified datafiles. For example, start the RMAN client and run the following commands to validate the database (sample output included).

Example 17-1 BACKUP VALIDATE DATABASE

RMAN> VALIDATE DATABASE;

Starting validate at 20-OCT-06
allocated channel: ORA_DISK_1
channel ORA_DISK_1: SID=90 device type=DISK
could not read file header for datafile 7 error reason 4
RMAN-00571: ===========================================================
RMAN-00569: =============== ERROR MESSAGE STACK FOLLOWS ===============
RMAN-00571: ===========================================================
RMAN-03002: failure of backup command at 10/20/2007 13:05:43
RMAN-06056: could not access datafile 7

The output in Example 17-1 indicates that datafile 7 is inaccessible. You can then run the REPORT SCHEMA command to obtain the tablespace name and filename for datafile 7 as follows (sample output included):

RMAN> REPORT SCHEMA;

Report of database schema for database with db_unique_name RDBMS

List of Permanent Datafiles
===========================
File Size(MB) Tablespace RB segs Datafile Name
---- -------- -------------------- ------- ------------------------
1 450 SYSTEM *** +DATAFILE/tbs_01.f
2 86 SYSAUX *** +DATAFILE/tbs_ax1.f
3 15 UD1 *** +DATAFILE/tbs_undo1.f
4 2 SYSTEM *** +DATAFILE/tbs_02.f
5 2 TBS_1 *** +DATAFILE/tbs_11.f
6 2 TBS_1 *** +DATAFILE/tbs_12.f
7 2 TBS_2 *** +DATAFILE/tbs_21.f

List of Temporary Files
=======================
File Size(MB) Tablespace Maxsize(MB) Tempfile Name
---- -------- -------------------- ----------- --------------------
1 40 TEMP 32767 +DATAFILE/tbs_tmp1.f
Identifying Datafiles with SQL

Although VALIDATE DATABASE is a good technique for determining whether files are inaccessible, you may want to use SQL queries to obtain more detailed information.

To determine whether datafiles require media recovery:

  1. Start SQL*Plus and connect to the target database instance. For example, issue the following commands to connect to trgt:

    % sqlplus
    SQL> CONNECT SYS/password@trgt AS SYSDBA
  2. Determine the status of the database by executing the following SQL query:

    SELECT STATUS FROM V$INSTANCE;

    If the status is OPEN, then the database is open. Nevertheless, some datafiles may require media recovery.

  3. Query V$DATAFILE_HEADER to determine the status of your datafiles. Run the following SQL statements to check the datafile headers:

    COL FILE# FORMAT 999
    COL STATUS FORMAT A7
    COL ERROR FORMAT A10
    COL TABLESPACE_NAME FORMAT A10
    COL NAME FORMAT A30

    SELECT FILE#, STATUS, ERROR, RECOVER, TABLESPACE_NAME, NAME
    FROM V$DATAFILE_HEADER
    WHERE RECOVER = 'YES'
    OR (RECOVER IS NULL AND ERROR IS NOT NULL);

    Each row returned represents a datafile that either requires media recovery or has an error requiring a restore. Check the RECOVER and ERROR columns. RECOVER indicates whether a file needs media recovery, and ERROR indicates whether there was an error reading and validating the datafile header.

    If ERROR is not NULL, then the datafile header cannot be read and validated. Check for a temporary hardware or operating system problem causing the error. If there is no such problem, you must restore the file or switch to a copy.

    If the ERROR column is NULL and the RECOVER column is YES, then the file requires media recovery (and may also require a restore from backup).

    Note:

    Because V$DATAFILE_HEADER only reads the header block of each datafile, it does not detect all problems that require the datafile to be restored. For example, this view cannot tell whether a datafile contains corrupt data blocks.
  4. Optionally, query V$RECOVER_FILE to list datafiles requiring recovery by datafile number with their status and error information. For example, execute the following query:

    SELECT FILE#, ERROR, ONLINE_STATUS, CHANGE#, TIME
    FROM V$RECOVER_FILE;

    Note:

    You cannot use V$RECOVER_FILE with a control file restored from backup or a control file that was re-created after the time of the media failure affecting the datafiles. A restored or re-created control file does not contain the information needed to update V$RECOVER_FILE accurately.

    To find datafile and tablespace names, you can also perform useful joins using the datafile number and the V$DATAFILE and V$TABLESPACE views. For example:

    COL DF# FORMAT 999
    COL DF_NAME FORMAT A35
    COL TBSP_NAME FORMAT A7
    COL STATUS FORMAT A7
    COL ERROR FORMAT A10
    COL CHANGE# FORMAT 99999999

    SELECT r.FILE# AS df#, d.NAME AS df_name, t.NAME AS tbsp_name,
    d.STATUS, r.ERROR, r.CHANGE#, r.TIME
    FROM V$RECOVER_FILE r, V$DATAFILE d, V$TABLESPACE t
    WHERE t.TS# = d.TS#
    AND d.FILE# = r.FILE#;

    The ERROR column identifies the problem for each file requiring recovery.

Determining the DBID of the Database

In situations requiring the recovery of your server parameter file or control file from autobackup, you need to know the DBID. You should record the DBID along with other basic information about your database.

If you do not have a record of the DBID of your database, then you can find it in the following places without opening your database:

  • The DBID is used in forming the filename for the control file autobackup. Locate this file, and then refer to "Configuring the Control File Autobackup Format" to determine where the DBID appears in the filename.

  • If you have any text files that preserve the output from an RMAN session, then the DBID is displayed by the RMAN client when it starts up and connects to your database. Typical output follows:

    % rman TARGET /

    Recovery Manager: Release 11.1.0.6.0 - Production on Wed Jul 11 17:51:30 2007

    Copyright (c) 1982, 2007, Oracle. All rights reserved.

    connected to target database: PROD (DBID=36508508
Previewing Backupa Used in Restore Operations

You can apply RESTORE ... PREVIEW to any RESTORE operation to create a detailed list of every backup to be used in the requested RESTORE operation, as well as the necessary target SCN for recovery after the RESTORE operation is complete. This command accesses the RMAN repository to query the backup metadata, but does not actually read the backup files to ensure that they can be restored.

As an alternative to RESTORE ... PREVIEW, you can use the RESTORE ... VALIDATE HEADER command. In addition to listing the files needed for restore and recovery, the RESTORE ... VALIDATE HEADER command validates the backup file headers to determine whether the files on disk or in the media management catalog correspond to the metadata in the RMAN repository.

When planning your restore and recovery operation, use RESTORE ... PREVIEW or RESTORE ... VALIDATE HEADER to ensure that all required backups are available or to identify situations in which you may want to direct RMAN to use or avoid specific backups.

To preview backups to be used in a restore operation:

  1. Run a RESTORE command with the PREVIEW option.

    For example, run one of the following commands:

    RESTORE DATABASE PREVIEW;
    RESTORE ARCHIVELOG FROM TIME 'SYSDATE-7' PREVIEW;

    If the report produced by RESTORE ... PREVIEW provides too much information, then specify the SUMMARY option as shown in the following example:

    RESTORE DATABASE PREVIEW SUMMARY;

    If satisfied with the output, then stop here. If the output indicates that RMAN will request a backup from a tape that you know is temporarily unavailable, then continue with this procedure. If the output indicates that a backup is stored offsite, then skip to "Recalling Offsite Backups".

  2. If needed, use the CHANGE command to set the backup status of any temporarily unavailable backups to UNAVAILABLE.

    "Updating a Backup to Status AVAILABLE or UNAVAILABLE" explains how to perform this task.

  3. Optionally, run RESTORE ... PREVIEW again to confirm that the restore will not attempt to use unavailable backups.

Recalling Offsite Backups

Some media managers provide status information to RMAN about which backups are offsite. An offsite backup is stored in a remote location, such as a secure storage facility, and cannot be restored unless the media manager retrieves the media.

Offsite backups are marked as AVAILABLE in the RMAN repository even though the media must be retrieved from storage before the backup can be restored. If RMAN attempts to restore a offsite backup, then the restore job fails.

You can use RESTORE ... PREVIEW to identify offsite backups. The command output indicates whether backups are stored offsite, as shown by the text at the end of the sample output in Example 17-2.

Example 17-2 RESTORE ... PREVIEW Output

List of Backup Sets
===================


BS Key Size Device Type Elapsed Time Completion Time
------- ---------- ----------- ------------ ---------------
9 2.25M SBT_TAPE 00:00:00 21-MAY-07
BP Key: 9 Status: AVAILABLE Compressed: NO Tag: TAG20070521T144258
Handle: 0aii9k7i_1_1 Media: 0aii9k7i_1_1

List of Archived Logs in backup set 9
Thrd Seq Low SCN Low Time Next SCN Next Time
---- ------- ---------- --------- ---------- ---------
1 1 392314 21-MAY-07 392541 21-MAY-07
1 2 392541 21-MAY-07 392545 21-MAY-07
1 3 392545 21-MAY-07 392548 21-MAY-07
1 4 392548 21-MAY-07 395066 21-MAY-07
1 5 395066 21-MAY-07 395095 21-MAY-07
1 6 395095 21-MAY-07 395355 21-MAY-07

List of remote backup files
============================
Handle: aii9k7i_1_1 Media: 0aii9k7i_1_1
validation succeeded for backup piece
Finished restore at 21-MAY-07
released channel: dev1

You can use RESTORE ... PREVIEW RECALL to instruct the media manager to make offsite backups available.

To recall offsite backups:

  1. If backups are stored offsite, then execute a RESTORE ... PREVIEW command with the RECALL option.

    The following example initiates recall for the offsite archived log backups shown in Example 17-2 (sample output included):

    RESTORE ARCHIVELOG ALL PREVIEW RECALL;

    The following sample output indicates that RMAN initiated a recall:

    List of Backup Sets
    ===================


    BS Key Size Device Type Elapsed Time Completion Time
    ------- ---------- ----------- ------------ ---------------
    9 2.25M SBT_TAPE 00:00:00 21-MAY-07
    BP Key: 9 Status: AVAILABLE Compressed: NO Tag: TAG20070521T144258
    Handle: VAULT0aii9k7i_1_1 Media: /tmp,VAULT0aii9k7i_1_1

    List of Archived Logs in backup set 9
    Thrd Seq Low SCN Low Time Next SCN Next Time
    ---- ------- ---------- --------- ---------- ---------
    1 1 392314 21-MAY-07 392541 21-MAY-07
    1 2 392541 21-MAY-07 392545 21-MAY-07
    1 3 392545 21-MAY-07 392548 21-MAY-07
    1 4 392548 21-MAY-07 395066 21-MAY-07
    1 5 395066 21-MAY-07 395095 21-MAY-07
    1 6 395095 21-MAY-07 395355 21-MAY-07

    Initiated recall for the following list of remote backup files
    ==========================================================
    Handle: VAULT0aii9k7i_1_1 Media: /tmp,VAULT0aii9k7i_1_1
    validation succeeded for backup piece
    Finished restore at 21-MAY-07
    released channel: dev1
  2. Run the RESTORE ... PREVIEW command. If necessary, return to the previous step until no backups needed for the restore are reported as offsite.

Validating Backups Before Restoring Them

While the procedures in "Previewing Backups Used in Restore Operations" indicate which backups will be restored, they do not verify that the backups are actually usable. You can run RMAN commands to test the availability of usable backups for any RESTORE operation, or test the contents of a specific backup for use in RESTORE operations. The contents of the backups are actually read and checked for corruption. You have the following validation options:

  • RESTORE ... VALIDATE tests whether RMAN can restore a specific object from a backup. RMAN chooses which backups to use.

  • VALIDATE BACKUPSET tests the validity of a backup set that you specify.

Restoring Archived Redo Logs Needed for Recovery

RMAN restore archived redo log files from backup automatically as needed to perform recovery. You can also restore archived redo logs manually to save the time needed to restore these files later during the RECOVER command, or if you want to store the restored archived redo log files in some new location.

By default, RMAN restores archived redo logs with names constructed using the LOG_ARCHIVE_FORMAT and the LOG_ARCHIVE_DEST_1 parameters of the target database. These parameters are combined in a platform-specific fashion to form the name of the restored archived log.

Restoring Archived Redo Logs to a New Location

You can override the default location for restored archived redo logs with the SET ARCHIVELOG DESTINATION command. This command manually stages archived logs to different locations while a database restore is occurring. During recovery, RMAN knows where to find the newly restored archived logs; it does not require them to be in the location specified in the initialization parameter file.

To restore archived redo logs to a new location:

  1. After connecting to the target database, ensure the database is mounted or open.

  2. Perform the following operations within a RUN block:

    1. Specify the new location for the restored archived redo logs using SET ARCHIVELOG DESTINATION.

    2. Either explicitly restore the archived redo logs or execute commands that automatically restore the logs.

    The following example explicitly restores all backup archived logs to a new location:

    RUN
    {
    SET ARCHIVELOG DESTINATION TO '/oracle/temp_restore';
    RESTORE ARCHIVELOG ALL;
    # restore and recover datafiles as needed
    .
    .
    .
    }

    The following example sets the archived log destination and then uses RECOVER DATABASE to restore archived logs from this destination automatically:

    RUN
    {
    SET ARCHIVELOG DESTINATION TO '/oracle/temp_restore';
    RESTORE DATABASE;
    RECOVER DATABASE; # restores and recovers logs automatically
    }

Restoring Archived Redo Logs to Multiple Locations

You can specify restore destinations for archived logs multiple times in one RUN block, in order to distribute restored logs among several destinations. (You cannot, however specify multiple destinations simultaneously to produce multiple copies of the same log during the restore operation.) You can use this feature to manage disk space used to contain the restored logs.

This example restores 300 archived redo logs from backup, distributing them across the directories /fs1/tmp, /fs2/tmp, and /fs3/tmp:

RUN
{
# Set a new location for logs 1 through 100.
SET ARCHIVELOG DESTINATION TO '/fs1/tmp';
RESTORE ARCHIVELOG FROM SEQUENCE 1 UNTIL SEQUENCE 100;
# Set a new location for logs 101 through 200.
SET ARCHIVELOG DESTINATION TO '/fs2/tmp';
RESTORE ARCHIVELOG FROM SEQUENCE 101 UNTIL SEQUENCE 200;
# Set a new location for logs 201 through 300.
SET ARCHIVELOG DESTINATION TO '/fs3/tmp';
RESTORE ARCHIVELOG FROM SEQUENCE 201 UNTIL SEQUENCE 300;
# restore and recover datafiles as needed
.
.
.
}

When you issue a RECOVER command, RMAN finds the needed restored archived logs automatically across the destinations to which they were restored, and applies them to the datafiles.

Performing Complete Database Recovery

This section assumes that you have already performed the tasks in "Preparing for Complete Database Recovery". This section describes the basic outline of complete database recovery, which is intended to encompass a wide range of different scenarios.

About Complete Database Recovery

You use the RESTORE and RECOVER commands to restore and recover the database. During the recovery, RMAN automatically restores backups of any needed archived redo logs. If backups are stored on a media manager, then channels must be configured in advance or a RUN block with ALLOCATE CHANNEL commands must be used to enable access to backups stored there.

If RMAN restores archived redo logs to the flash recovery area during a recovery, then it automatically deletes the restored logs after they applying them to the datafiles. Otherwise, you can use the DELETE ARCHIVELOG command to delete restored archived redo logs from disk when they are no longer needed for recovery. For example, you can enter the following command:

RECOVER DATABASE DELETE ARCHIVELOG;
Restoring Datafiles to a Nondefault Location

If you cannot restore datafiles to their default locations, then you must update the control file to reflect the new locations of the datafiles. Use the RMAN SET NEWNAME command within a RUN command to specify the new filename. Afterward, use a SWITCH command, which is equivalent to using the SQL statement ALTER DATABASE RENAME FILE, to update the names of the datafiles in the control file. SWITCH DATAFILE ALL updates the control file to reflect the new names for all datafiles for which a SET NEWNAME has been issued in a RUN command.

Decryption of Backups

If RMAN is restoring encrypted backups, then RMAN automatically decrypts backup sets when their contents are restored. Transparently encrypted backups require no intervention to restore, as long as the encrypted wallet is open and available.

Password-encrypted backups require the correct password to be entered before they can be restored. You must enter the encryption password with the SET DECRYPTION command. If restoring from a group of backups that were created with different passwords, then specify all of the required passwords on the SET DECRYPTION command. RMAN will automatically use the correct password with each backup set.

Performing Complete Recovery of the Whole Database

This scenario assumes that database trgt has lost most or all of its datafiles. It also assumes that the database uses a flash recovery area.

Note: After restore and recovery of a whole database, when the database is opened, any missing temporary tablespaces recorded in the control file are re-created with their previous creation size, AUTOEXTEND, and MAXSIZE attributes. Only temporary tablespaces that are missing are re-created. If a tempfile exists at the location recorded in the RMAN repository but has an invalid header, then RMAN does not re-create the tempfile.

If the tempfiles were originally created as Oracle-managed files, then they are re-created in the current DB_CREATE_FILE_DEST location. Otherwise, they are re-created at their previous locations. If RMAN is unable to re-create the file due to an I/O error or some other cause, then the error is reported in the alert log and the database open operation continues.

To restore and recover the whole database:

  1. Start RMAN and connect to the target database.

    For example, enter the following command:

    % rman
    RMAN> CONNECT SYS/password@trgt

    RMAN displays the database status when it connects: not started, not mounted, not open (when mounted but not open), or none (database is open).

  2. If the database is not mounted, then mount but do not open the database.

    For example, enter the following command:

    STARTUP MOUNT;
  3. Use the SHOW command to see which channels are preconfigured.

    For example, enter the following command (sample output is included):

    SHOW ALL;


    RMAN configuration parameters for database with db_unique_name PROD1 are:
    .
    .
    .
    CONFIGURE DEFAULT DEVICE TYPE TO DISK; # default
    CONFIGURE DEVICE TYPE DISK PARALLELISM 1 BACKUP TYPE TO BACKUPSET; # default
    CONFIGURE DEVICE TYPE SBT_TAPE PARALLELISM 1 BACKUP TYPE TO BACKUPSET; # default
    CONFIGURE CHANNEL DEVICE TYPE 'SBT_TAPE' PARMS "SBT_LIBRARY=/usr/local/oracle/backup/lib/libobk.so";

    If the necessary devices and channels are already configured, then no action is necessary. Otherwise, you can use the CONFIGURE command to configure automatic channels, or include ALLOCATE CHANNEL commands within a RUN block.

  4. If restoring password-protected encrypted backups, then specify the password.

    Use the SET DECRYPTION IDENTIFIED BY command to specify a password for password-protected backups. The following example specifies the password mypassword to restore encrypted backups:

    SET DECRYPTION IDENTIFIED BY mypassword;
  5. Restore and recover the database. Do one of the following:

    • If you are restoring all datafiles to their original locations, then execute RESTORE DATABASE and RECOVER DATABASE sequentially at the RMAN prompt.

      For example, enter the following commands if automatic channels are configured (sample output included):

      RMAN> RESTORE DATABASE;

      Starting restore at 20-JUN-06
      allocated channel: ORA_DISK_1
      channel ORA_DISK_1: SID=35 device type=DISK
      allocated channel: ORA_SBT_TAPE_1
      channel ORA_SBT_TAPE_1: SID=34 device type=SBT_TAPE
      channel ORA_SBT_TAPE_1: Oracle Secure Backup

      channel ORA_DISK_1: starting datafile backup set restore
      channel ORA_DISK_1: specifying datafile(s) to restore from backup set
      channel ORA_DISK_1: restoring datafile 00001 to /disk1/oracle/dbs/tbs_01.f
      channel ORA_DISK_1: restoring datafile 00002 to /disk1/oracle/dbs/tbs_ax1.f
      .
      .
      .
      Finished restore at 20-JUN-06
      RMAN> RECOVER DATABASE;

      Starting recover at 20-JUN-06
      using channel ORA_DISK_1
      allocated channel: ORA_SBT_TAPE_1
      channel ORA_SBT_TAPE_1: SID=34 device type=SBT_TAPE
      channel ORA_SBT_TAPE_1: Oracle Secure Backup

      starting media recovery

      channel ORA_DISK_1: starting archived log restore to default destination
      channel ORA_DISK_1: restoring archived log
      archived log thread=1 sequence=5
      channel ORA_DISK_1: restoring archived log
      archived log thread=1 sequence=6
      .
      .
      .
      channel ORA_DISK_1: reading from backup piece /disk1/oracle/work/orcva/TKRM/backupset/2007_06_20/o1_mf_annnn_TAG20070620T113128_29jhr197_.bkp
      channel ORA_DISK_1: piece handle=/disk1/oracle/work/orcva/TKRM/backupset/2007_06_20/o1_mf_annnn_TAG20070620T113128_29jhr197_.bkp tag=TAG20070620T113128
      channel ORA_DISK_1: restored backup piece 1
      channel ORA_DISK_1: restore complete, elapsed time: 00:00:02
      archived log file name=/disk1/oracle/work/orcva/TKRM/archivelog/2007_06_20/o1_mf_1_5_29jhv47k_.arc thread=1 sequence=5
      channel default: deleting archived log(s)
      .
      .
      .
      media recovery complete, elapsed time: 00:00:15
      Finished recover at 20-JUN-06

      If you manually allocate channels, then you must issue the RESTORE and RECOVER commands together within a RUN block as shown in the following example:

      RUN
      {
      ALLOCATE CHANNEL c1 DEVICE TYPE sbt;
      RESTORE DATABASE;
      RECOVER DATABASE;
      }
    • If you are restoring some datafiles to new locations, then execute RESTORE DATABASE and RECOVER DATABASE sequentially in a RUN command. Use the SET NEWNAME to rename datafiles, as described in "Restoring Datafiles to a Nondefault Location".

      The following example restores the database, specifying new names for three of the datafiles, and then recovers the database:

      RUN
      {
      SET NEWNAME FOR DATAFILE 2 TO '/disk2/df2.dbf';
      SET NEWNAME FOR DATAFILE 3 TO '/disk2/df3.dbf';
      SET NEWNAME FOR DATAFILE 4 TO '/disk2/df4.dbf';
      RESTORE DATABASE;
      SWITCH DATAFILE ALL;
      RECOVER DATABASE;
      }
  6. Examine the output to see if media recovery was successful. If so, open the database.

    For example, enter the following command:

    ALTER DATABASE OPEN;

Performing Complete Recovery of a Tablespace

In the basic scenario, the database is open, and some but not all of the datafiles are damaged. You want to restore and recover the damaged tablespace while leaving the database open so that the rest of the database remains available. This scenario assumes that database trgt has lost tablespace tbs_3.

To restore and recover a tablespace:

  1. Start RMAN and connect to the target database.

    For example, enter the following command:

    % rman
    RMAN> CONNECT SYS/password@trgt

    RMAN displays the database status when it connects: not started, not mounted, not open (when mounted but not open), or none (database is open).

  2. If the database is open, then take the datafile requiring recovery offline.

    For example, enter the following command to take tbs_3 offline:

    SQL "ALTER TABLESPACE tbs_3 OFFLINE IMMEDIATE";
  3. Use the SHOW command to see which channels are preconfigured.

    For example, enter the following command (sample output is included):

    SHOW ALL;

    RMAN configuration parameters for database with db_unique_name PROD1 are:
    .
    .
    .
    CONFIGURE DEFAULT DEVICE TYPE TO DISK; # default
    CONFIGURE DEVICE TYPE DISK PARALLELISM 1 BACKUP TYPE TO BACKUPSET; # default
    CONFIGURE DEVICE TYPE SBT_TAPE PARALLELISM 1 BACKUP TYPE TO BACKUPSET; # default
    CONFIGURE CHANNEL DEVICE TYPE 'SBT_TAPE' PARMS "SBT_LIBRARY=/usr/local/oracle/backup/lib/libobk.so";

    If the necessary devices and channels are already configured, then no action is necessary. Otherwise, you can use the CONFIGURE command to configure automatic channels, or include ALLOCATE CHANNEL commands within a RUN block.

  4. If restoring password-protected backups, then specify the password.

    Use the SET DECRYPTION IDENTIFIED BY command to specify a password for password-protected backups. The following example specifies the password mypassword to restore encrypted backups:

    SET DECRYPTION IDENTIFIED BY mypassword;
  5. Restore and recover the tablespace. Do one of the following:

    • If you are restoring datafiles to their original locations, then run the RESTORE TABLESPACE and RECOVER TABLESPACE commands at the RMAN prompt.

      For example, enter the following command if automatic channels are configured (sample output included):

      RMAN> RESTORE TABLESPACE tbs_3;

      Starting restore at 20-JUN-06
      allocated channel: ORA_DISK_1
      channel ORA_DISK_1: SID=37 device type=DISK
      allocated channel: ORA_SBT_TAPE_1
      channel ORA_SBT_TAPE_1: SID=38 device type=SBT_TAPE
      channel ORA_SBT_TAPE_1: Oracle Secure Backup

      channel ORA_DISK_1: starting datafile backup set restore
      channel ORA_DISK_1: specifying datafile(s) to restore from backup set
      channel ORA_DISK_1: restoring datafile 00012 to /disk1/oracle/dbs/tbs_31.f
      channel ORA_DISK_1: restoring datafile 00013 to /disk1/oracle/dbs/tbs_32.f
      channel ORA_DISK_1: restoring datafile 00021 to /disk1/oracle/dbs/tbs_33.f
      channel ORA_DISK_1: reading from backup piece /disk1/oracle/work/orcva/TKRM/backupset/2007_06_20/o1_mf_nnndf_TAG20070620T105435_29jflwor_.bkp
      channel ORA_DISK_1: piece handle=/disk1/oracle/work/orcva/TKRM/backupset/2007_06_20/o1_mf_nnndf_TAG20070620T105435_29jflwor_.bkp tag=TAG20070620T105435
      channel ORA_DISK_1: restored backup piece 1
      channel ORA_DISK_1: restore complete, elapsed time: 00:00:01
      Finished restore at 20-JUN-06
      RMAN> RECOVER TABLESPACE tbs_3;

      Starting recover at 20-JUN-06
      using channel ORA_DISK_1
      using channel ORA_SBT_TAPE_1

      starting media recovery

      archived log for thread 1 with sequence 27 is already on disk as file /disk1/oracle/work/orcva/TKRM/archivelog/2007_06_20/o1_mf_1_27_29jjmtc9_.arc
      archived log for thread 1 with sequence 28 is already on disk as file /disk1/oracle/work/orcva/TKRM/archivelog/2007_06_20/o1_mf_1_28_29jjnc5x_.arc
      .
      .
      .
      channel ORA_DISK_1: starting archived log restore to default destination
      channel ORA_DISK_1: restoring archived log
      archived log thread=1 sequence=5
      channel ORA_DISK_1: restoring archived log
      archived log thread=1 sequence=6
      channel ORA_DISK_1: restoring archived log
      archived log thread=1 sequence=7
      .
      .
      .
      channel ORA_DISK_1: reading from backup piece /disk1/oracle/work/orcva/TKRM/backupset/2007_06_20/o1_mf_annnn_TAG20070620T113128_29jhr197_.bkp
      channel ORA_DISK_1: piece handle=/disk1/oracle/work/orcva/TKRM/backupset/2007_06_20/o1_mf_annnn_TAG20070620T113128_29jhr197_.bkp tag=TAG20070620T113128
      channel ORA_DISK_1: restored backup piece 1
      channel ORA_DISK_1: restore complete, elapsed time: 00:00:02
      archived log file name=/disk1/oracle/work/orcva/TKRM/archivelog/2007_06_20/o1_mf_1_5_29jkdvjq_.arc thread=1 sequence=5
      channel default: deleting archived log(s)
      archived log file name=/disk1/oracle/work/orcva/TKRM/archivelog/2007_06_20/o1_mf_1_5_29jkdvjq_.arc RECID=91 STAMP=593611179
      archived log file name=/disk1/oracle/work/orcva/TKRM/archivelog/2007_06_20/o1_mf_1_6_29jkdvbz_.arc thread=1 sequence=6
      channel default: deleting archived log(s)
      .
      .
      .
      media recovery complete, elapsed time: 00:00:01
      Finished recover at 20-JUN-06
    • If you are restoring some datafiles to new locations, then execute RESTORE TABLESPACE and RECOVER TABLESPACE in a RUN command. Use the SET NEWNAME to rename datafiles, as described in "Restoring Datafiles to a Nondefault Location".

      The following example restores the datafiles in tablespaces tbs_3 to a new location, then performs recovery. Assume that the old datafiles were stored in the /disk1 path and the new ones will be stored in the /disk2 path.

      RUN
      {
      # specify the new location for each datafile
      SET NEWNAME FOR DATAFILE '/disk1/oracle/dbs/tbs_31.f' TO
      '/disk2/tbs_31.f';
      SET NEWNAME FOR DATAFILE '/disk1/oracle/dbs/tbs_32.f' TO
      '/disk2/tbs_32.f';
      SET NEWNAME FOR DATAFILE '/disk1/oracle/dbs/tbs_33.f' TO
      '/disk2/tbs_33.f';
      RESTORE TABLESPACE tbs_3;
      SWITCH DATAFILE ALL; # update control file with new filenames
      RECOVER TABLESPACE tbs_3;
      }
  6. Examine the output to see if recovery was successful. If so, bring the recovered tablespace back online.

    For example, enter the following command:

    SQL "ALTER TABLESPACE tbs_3 ONLINE";

Performing Complete Recovery of a Datafile After Switching to a Copy

If you have image copies of the inaccessible datafiles in the flash recovery area, then you can use the SWITCH DATAFILE ... TO COPY command to point the control file at the datafile copy and then use RECOVER to recover lost changes. When the original location can be used again, you can switch datafile back to the original location. Because you do not need to restore backups, this recovery technique takes less time than traditional restore and recovery.

Note:

A SWITCH TABLESPACE ... TO COPY command is also supported for cases when all datafiles in a tablespace are lost and copies of all datafiles exist.

In the basic scenario, the database is open, and some but not all of the datafiles are damaged. During the course of the day, a datafile goes missing due to storage failure. You need to repair this file, but cannot afford the time to do a restore and recovery from a backup. You decide to use a recent image copy backup as the new file, thus eliminating restore time. This scenario assumes that database trgt has lost datafile 4.

To switch to a datafile copy and perform recovery:

  1. Start RMAN and connect to the target database.

    For example, enter the following command:

    % rman
    RMAN> CONNECT SYS/password@trgt

    RMAN displays the database status when it connects: not started, not mounted, not open (when mounted but not open), or none (database is open).

  2. If the database is open, then take the tablespace requiring recovery offline.

    For example, enter the following command to take datafile 4 offline:

    SQL "ALTER DATABASE DATAFILE 4 OFFLINE";
  3. Switch the offline datafile to the latest copy.

    For example, enter the following command to point the control file to the latest image copy of datafile 4:

    SWITCH DATAFILE 4 TO COPY;
  4. Recover the datafile with the RECOVER DATAFILE command.

    For example, enter the following command (sample output included):

    RECOVER DATAFILE 4;

    RMAN automatically restores archived redo logs and incremental backups. Because the database uses a flash recovery area, RMAN automatically deletes them after they have been applied.

  5. Examine the output to see if recovery was successful. If so, bring the recovered datafile back online.

    For example, enter the following command to bring datafile 4 online:

    SQL "ALTER DATABASE DATAFILE 4 ONLINE";

Tuesday, March 31, 2009

ICAS4107B Manage resolution of system faults on a live system

Analyse complex system problems

This unit will introduce a variety of faults and problems those are likely to encounter at some point in your career. You will learn to gather data, assess the status of a computer system, identify different types of faults, classify them, and choose the most appropriate course of action and tools. You will also learn how to document the fault-finding process.

Outcomes for this unit

After completing this learning pack you will be able to:
  • Organise the collected data to enable an understanding of the status of the system
  • Analyse the data to determine that there is a problem, and the nature of the problem

Activity 1: Fault Types

This activity will require you to think about a series of faults and classify them, according to their nature. Your task is to complete the chart below

Table: Fault classification

Q: Classify the faults in the table and give a criticality rating for each.

A: One of the way to answer is shown below:

Table: Fault classification


Activity 2: Documenting a System

This activity requires you to document a system by using the Track-It! Software auditing feature. You will need to download an evaluation version from http://www.itsolutions.intuit.com/. Free registration is required. You will need Internet access with download capability. You will also need access to a Windows PC to which you can install software. You may use any version of Windows – at least Win 95.

Please complete the following steps:
  • Download and Install a copy of Track-It! To your system
  • Using the Auditing feature of Track-It!, audit the machine on which Track-It! is installed.
  • Import the audit data into the Inventory function of Track-It! See online help within Track-It! for help on how to do this.
  • Once the audit data has been imported in Track-It!, you should be able to see the details of the workstation in the ‘Inventory’ module of Track-It!
Q: Were you able to see the details of the workstation in the ‘Inventory’ module of Track-It!?

A: Track-It is a very simple, compact yet effective tool suitable for small to medium sized enterprises (SME). Its interface is intuitive and simple, making a perfect choice for many help desk operations. Its online help system is very comprehensive and provides online instructions and tutorials for most common operations within Track-It!

Activity 3: Auditing

This activity will require you to become familiar with auditing features in a Windows based operating system.
  • Using the Internet, go to http://www.microsoft.com/
  • Using a combination of online documentation and search facilities within the site, find out how to enable auditing of printing devices in the Windows XP operating system (note that you don’t need access to a Windows XP system – only if you wish to test your findings).
  • Write down the steps that you need to take in order to audit printing device usage and statistics and consequently view the actual auditing data.
Q: What are the steps you need to take in order to enable the auditing of a printing device?

A: The steps that you need to take in order to enable auditing of printing device are as follows:
  • Open up the Control Panel – Click on Start and then click Control Panel
  • Open up the Administrative Tools Program Group and then click Local Security Policy
  • Under Local Security Policy go to Security Settings. Click on Local Policies then click Audit Policy
  • Enable the following settings: Audit Object Access – Success and Failure
  • Click OK to close the dialog box and close the Local Security Policy tool
  • Then you need to enable Auditing for the actual printing device that you would like to audit. Click on Start Printers and Faxes
  • Open Up the desired printing device
  • From the Printer Menu select Properties
  • Click on the Security Tab and then click Advanced
  • Click on the Auditing Tab
  • Click on the Add button.
  • In the select User or Group dialog box, type ‘Everyone’ and click on check name
  • Click OK as required closing all open dialog boxes.
Activity 4: Documentation Standards

This activity requires you to access the Standards Australia web site (http://www.standards.com.au/) to find out about relevant standards for system and technical documentation. Note that you do not need a paid subscription to search through the standards and their abstracts. You need premium access if want to access the actual standard document in full.

  • Using your web browser go to http://www.standards.com.au/
  • Find the relevant AS (Australian Standard) number that applies to documentation of computer-based application systems.
Q: Give a brief overview of your understanding of the standard.

A: The actual standard that is applicable to the development and management of systems documentation is AS 3876-1991 (based on ISO 6592-1991).
This standard offers guidelines for obtaining commitment from the relevant parties developing the system, ensuring that documentation and documentation procedures are well-planned and standardised. The standard also covers how the documentation should ensure that the system can be well managed, controlled, updated and maintained.

Activity 5: Fault-Finding Decision Tree

This activity requires that you create a decision tree that will assist a technician in troubleshooting a standalone computer system that will not power on. You can simply use a word processing application such as MS Word to create a simple flowchart, or you may use a specialist program such as MS Visio to generate a chart.

Refer to the following graphic for guidelines on how to use simple flowcharting symbols.

Q: Using your chosen tool, draw a decision tree for troubleshooting this problem.

A: Decision trees can be very helpful in troubleshooting scenarios, particularly for inexperienced technicians. Decision trees can also be complex, but they don’t have to be. If you find that your decision tree is getting too complicated, maybe you should think whether it is appropriate to break it up in to two trees or even more. Simple is beautiful! The following is a sample solution for this activity. Note that this is not the only possible solution.


Key terms

Application Software: Application software refers to software programs that are part of the operating system. Application software is not critical to the functions of the computer system as a whole. Application software allows a user to perform a specific task such as word-process, access a database, access the Internet and email etc.

Auditing: Operating System or Software Application feature that enables the capture of specific data for monitoring and testing purposes.

Boot Time Fault: Fault which might have its source in hardware or software, and that occurs during a computer systems start-up. Boot time faults may halt the normal start-up sequence rendering a system unusable.

Debugging: Operating System or Software Application feature which enables the detailed capture of data for troubleshooting purposes

Disaster Recovery and Contingency Plan: Set of policies and procedures formulated by a company, to deal with the recovery from major (critical) faults that are likely to impair normal business operations.

FRU (Field Replaceable Unit): Hardware device which is practical and reasonable to replace on the field, without the need to remove the failed device from customer premises.

Hardware Fault: Fault which has its source in a hardware component.

ITIL (Information Technology Infrastructure Library): ITIL is a set of best practice standards for Information Technology service management. ITIL is controlled by the Office of Government Commerce (OGC) in the United Kingdom.

Non-Routine Fault: Non-routine faults are those faults that occur unexpectedly. These faults may be serious, so their criticality must be evaluated. A non-routine fault may trigger the enactment of a ‘Disaster Recovery and Contingency’ plan.

Response Time: The length of time between a request to a computer system and the response from the computer system.

Routine Fault: Routine faults are those faults that are expected to occur somewhat regularly. Due to the fact that some problems can be foreseen, businesses may develop procedures and practices for dealing with problems considered routine.

Software Fault: Fault which has its source on a software component or application.

System software: Usually system software refers to software components that are part of the operating system. System software some times can be critical to the proper functions of the operating system and system services.

Tuesday, March 24, 2009

ICAT4221B Locate equipment, system and software faults

1: Rectify fault and test

This unit will show you about rectifying faults, testing for the success of the solution and perform acceptance testing of the system to ensure the problem has been satisfactorily solved.

Outcomes for this unit

After completing this learning pack you will be able to:

  • Rectify possible causes, testing for the success of the solution
  • Test the system to ensure the problem has been solved
Activity 1.1: Action Plan

This activity will require you to prepare an action plan for a given fault. The fault is described below. You will need to formulate this plan in fairly generic terms since you would be working without having had exposure to the system described.

The fault

You have been assigned to troubleshoot a network server. The server has been operational for over 18 months and has recently started to experience some problems. The symptoms described are as follows:

  • System hangs intermittently when accessing disk drives
  • The Windows 2000 Event Log shows several entries relating to I/O and CRC errors
  • The lights in front of the RAID enclosure sometimes blink continuously, even when disk activity is nonexisten.
  • You suspect that the RAID subsystem is failing.
Q: How would you develop an action plan, which will enable you get to the bottom of this problem?

A: An appropriate action plan would incorporate the following characteristics

  • Acknowledges the presence of a fault, providing justification for action to be taken
  • Identifies the systems or components affected or impacted
  • Identify the objectives of the plan (i.e. restore optimum functionality)
  • Identifies resources needed, including hardware, software, human, procedures
  • Identify severity and criticality, hence priority
  • Identifies a timeframe for implementation, according to priority
  • Identifies any support contracts that might exist and be applicable to system in question
  • Indicates actual remedial steps to be taken. This might include system reconfiguration, re-installation, software patches, component replacement, consultation with vendors to engage as needed
  • Indicate risks including expected disruption as result of remedial action
  • Identify a workaround solution in case previous steps failed to provide to rectify fault
Note: that not all items in the list from above should be included, but they should at least be considered. An appropriate way for developing this action plan would to use a pre-existing form, available as an organisational document.

Note: that quite often, highly featured help desk software would include all of the above items as part of the standard description of faults and their management.

Activity 1.2: Rollback strategy


This activity will require you to devise a rollback strategy based on the scenario from the previous activity. The fault is described below.

The fault
  • You have been assigned to troubleshoot a network server. The server has been operational for over 18 months and has recently started to experience some problems.
  • The symptoms described are as follows:
  • System hangs intermittently when accessing disk drives
  • The Windows 2000 Event Log shows several entries relating to I/O and CRC errors
  • The lights in front of the RAID enclosure sometimes blink continuously, even when disk activity is nonexistent
You suspect that the RAID subsystem is failing.

Q: How would you develop a rollback strategy for this situation?

A:
A rollback strategy is a series of steps or measures that would enable you to restore the system being troubleshot to the state prior to troubleshooting beginning.

In this particular case, you rollback strategies would have considered the following:
  • Steps from action plan may be reversed or equivalent system status can be achieved with alternative steps
  • No data loss will be incurred. Full system and data backups are to be made before enacting the action plan
  • Spare components are available, if needed
  • Expertise is available for system reconfiguration. This might include internal personnel and external (vendors or contractors)
  • An alternative solution is available. ie backup server
  • The consequences and impact of the rollback are understood
Activity 1.3: Acceptance Testing

This activity will require you to devise an acceptance test procedure based on the scenario from the previous activity. The fault is described below.

The fault

You have been assigned to troubleshoot a network server. The server has been operational for over 18 months and has recently started to experience some problems.

The symptoms described are as follows:
  • System hangs intermittently when accessing disk drives
  • The Windows 2000 Event Log shows several entries relating to I/O and CRC errors
  • The lights in front of the RAID enclosure sometimes blink continuously, even when disk activity is nonexistent
You suspect that the RAID subsystem is failing.

Q: How would you develop an acceptance test procedure?

A: The development of an Acceptance Test involves a number of iterative steps:

  1. Assess the type of testing required
  2. Develop the procedures and instructions for testing
  3. Develop the necessary test scripts
  4. Execute the test scripts
  5. Report any defects
  6. Retest any fixes
Your acceptance test procedure might have included some of the following items:
  1. Test type to be carried out ie simple, iterative, sequential
  2. Instructions to be carried out ie any necessary preparations such as installation of monitoring software, auditing, load testing, benchmarking
  3. The sequence (order) of tests to be done
  4. Resulting data that will be analysed following the execution of tests ie reports, charts, benchmarking results, system log events
  5. Definitions of what constitutes failure. Criteria or metrics to be stipulated here ie repetition of original symptoms, new symptoms
  6. Repetition of testing after new fixes actioned
2: Obtain appropriate fault-finding tools

Fault-finding is a crucial skill in the life of the IT professional, no matter what area of IT you are in. Fault finding can be very challenging indeed, yet being able to solve a difficult problem can bring enormous satisfaction and recognition. The good news is that fault-finding skills can be developed. Fault-finding is a skill that will accompany you throughout your professional career.

The aim of this unit is to allow you to develop an understanding for fault-finding tools and methods. You will have an opportunity to practise using fault-finding tools and methods to solve real problems.

In this topic, you will have an opportunity to learn about tools that are used for fault-finding and troubleshooting purposes. You will also learn about generic cyclic fault-finding methods. Additionally, you will have an opportunity to practise fault-finding using commonly available tools for a range of computer systems, both standalone and networked.

Outcomes for this unit

After completing this learning pack you will be able to:
  • Analyse and document the system that requires troubleshooting
  • Research specifically designed troubleshooting tools for the system
  • Investigate generic cyclic fault finding tools
  • Obtain required specialist tools
Activity 2.1: Web search

This activity will require you to use the Internet to search for fault-finding tools that might be appropriate for an IT environment.

Use the following as search criteria:
  • One software-based tool that performs standalone PC diagnostics. This tool must be freeware/open source/GNU GPL.
  • One software-based tool that performs standalone PC diagnostics. This tool must be commercial.
  • One software based tool that performs network diagnostics, for example, network discovery, packet capture and analysis. This tool must be freeware/open source/GNU GPL.
  • One software based tool that performs network diagnostics, for example, network discovery, packet capture and analysis. This tool must be commercial.
Q: What fault finding tools did you find that might be appropriate for an IT environment?

A: There are literally hundreds of software-based tools available. The real challenge is to be able to sort through them all and find the ones that will enhance your ability to find problems and fix them. Some possible answers are listed below:
  • Sandra,
  • Systemworks,
  • Ethereal,
  • Fluke Network Inspector, and
  • Protocol Inspector.
Activity 2.2: Hardware tools

The aim of this activity is for you to find out about hardware based tools that can assist you in the troubleshooting process. You will use the Internet, trade magazines and books to find out about hardware tools. Use the following criteria to narrow down your search.

You need to find:
  • A multimeter which can at least measure AC/DC voltage, Resistance, Continuity
  • A basic cable tester, which can at least measure Wiremap, Continuity (open/shorts) and length
  • A network analyser, which can detect common errors (collisions, errors and utilisation/throughput)
Q: What hardware tools did you find that can help you in the troubleshooting process

A: The sheer number of products available in the marketplace can be quite staggering. Pricing can vary significantly from product to product and from brand to brand.
You don’t need to purchase expensive products. The key is functionality and value for money. Some cable testing equipment can be worth upwards of $5000! If you are a support technician, you might find that a basic model that performs basic tests, will be more than adequate.

One word of advice though, when buying economical testing equipment, make sure that it is approved for use in Australia. Many products imported into Australia (for example, very low price multimeters) might not to be compliant with Australian Standards, as they might not comply with our safety standards.

Activity 2.3: Testing network connectivity

This activity will require you to use some commonly available software utilities for troubleshooting network connectivity problems. You will require access to a networked computer that runs TCP/IP. If you have an Internet connection at home, you may use this connection for the purpose of this activity.

Use the ping utility to test connectivity, according to the following:

First ping your own system – this checks that the TCP/IP software is working/configured correctly. Use the command below:

ping localhost
or
ping 127.0.0.1
or
you use the
ipconfig

in Windows to find out your own IP address (ifconfig if using Linux/Unix)
Repeat the command, but this time add the following:

[>ping_localhost.txt]:
ping localhost >ping_localhost.txt


This command will result in the output being saved to a file rather than being displayed on the screen. Check with your teacher as she might want a copy sent to her.

Next, try pinging some Internet sites. Try a few. Note that many websites will not answer.

This does not mean that there is a problem, as some websites block ping requests. For example:

ping www.cisco.com >cisco.com.txt

Next, try using the tracert command (traceroute if using a Unix-like system). The tracert command is very similar to ping, except that it does not just ping the destination, but every system in between the sender and the receiver. For example:

tracert www.cisco.com

Q: How many hops did it take to get to Cisco? Did all the intermediate systems answer the requests? Did it time out?

A: This was a rather simple but very useful activity. The ping command is one of the most commonly used troubleshooting tools. Without a doubt, you will use ping regularly, if working on networked systems. The tracert command is also very useful but more specific, in terms of analysing the route followed by network packets. The following dump screen is an example of a trace to www.cisco.com. Note that the trace stops (times out) before reaching Cisco (quite possibly due to security restrictions).

Another tool worth mentioning is Telnet. Telnet allows you to test connectivity using all seven OSI layers. If telnet works, all other layers have basic functionality. Telnet is regarded as a Layer 7 (application) tool.

Activity 2.4: Gathering system information

The aim of this activity is for you to practise gathering basic information about a computer system. All computer systems feature some form of utility that reports on system information. For instance, Windows features the System Information. Unix-like systems also include some form of tool that can be executed from within a GUI that brings up system information.

If you are using Windows, launch the System Information Utility. Click on Start Run and type msinfo32. Press Enter. If you are using Linux/Unix, utilities will vary from distribution to distribution. Most Distributions will feature a ‘Control Panel’ tool that generally features system information and reporting utilities.

Q: What are the built-in utilities in your computer system? Does your operating system allow you to save or export the output of commands to a text file?

A: This activity has allowed you to explore some of the built-in utilities in a computer system. Most operating systems will feature some tool that enables you to view/save a report on software and hardware components and configuration of a system
It is certainly worthwhile becoming acquainted with such tools as they generally produce a wealth of very useful information

Key terms

Acceptance Test: An ‘Acceptance Test’ can be defined as a formal test conducted to determine whether or not a system satisfies its acceptance criteria and to enable the customer to determine whether or not to accept the system. Acceptance tests may also be knows as Functional Tests.

Acceptance test criteria: Acceptance test criteria refer to what things should be considered before declaring success.

Action Plan: In terms of fault resolution and rectification, action plans are the summary of steps to be taken in order to solve a fault.

Application Software: Application software refers to software programs that are part of the operating system. Application software is not critical to the functions of the computer system as a whole. Application software allows a user to perform a specific task such as word-process, access a database, access the Internet and email etc.

Auditing: Operating System or Software Application feature that enables the capture of specific data for monitoring and testing purposes.

Boot Time Fault: Fault which might have its source in hardware or software, and that occurs during a computer systems start-up. Boot time faults may halt the normal start-up sequence rendering a system unusable.

Cyclic Fault Finding: Generic method used during fault-finding and troubleshooting. The method is based on a series of steps aimed at diagnosing a problem by investigating symptoms. It is called cyclic because the process may be repeated from the beginning until the actual fault has been identified and satisfactorily solved.

Debugging: Operating System or Software Application feature which enables the detailed capture of data for troubleshooting purposes

Decision Tree: A decision tree is a schematic aide (i.e flowchart) that takes the trouble-shooter through a series of processes, presenting questions, making decisions and indicating suggested steps toward finding a solution.

Disaster Recovery and Contingency Plan: Set of policies and procedures formulated by a company, to deal with the recovery from major (critical) faults that are likely to impair normal business operations.

FRU (Field Replaceable Unit): Hardware device which is practical and reasonable to replace on the field, without the need to remove the failed device from customer premises.

FTA (Fault Tree Analysis): Fault tree analysis is the process of analysing a fault by using a decision tree. Decision trees can be constructed in advance, for common troubleshooting tasks or they can be constructed ad-hoc for new faults.

HTA (Hierarchical Task Analysis): HTA is a logical representation of a process and steps that must occur for this process to begin and finish successfully.

Hardware Fault: Fault which has its source in a hardware component.

ITIL (Information Technology Infrastructure Library): ITIL is a set of best practice standards for Information Technology service management. ITIL is controlled by the Office of Government Commerce (OGC) in the United Kingdom.

Non-Routine Fault: Non-routine faults are those faults that occur unexpectedly. These faults may be serious, so their criticality must be evaluated. A non-routine fault may trigger the enactment of a ‘Disaster Recovery and Contingency’ plan.

Response Time: The length of time between a request to a computer system and the response from the computer system.

Rollback strategy: Rollback and back-out plans are the strategies that you might need to implement if things do not work out. If the steps that you took as per your action plan weren’t effective and the fault is not resolved, you need to take a step back or rollback.

Routine Fault: Routine faults are those faults that are expected to occur somewhat regularly. Due to the fact that some problems can be foreseen, businesses may develop procedures and practices for dealing with problems considered routine.

Software Fault: Fault which has its source on a software component or application.

System software: Usually system software refers to software components that are part of the operating system. System software some times can be critical to the proper functions of the operating system and system services.

The Scientific Method: Method that proposes logical and systematic analysis of data, with the aim of gathering information, stating the problem, formulating a hypothesis, testing the hypothesis and drawing conclusions. The scientific method forms the basis for cyclic fault-finding.

Monday, February 16, 2009

ICAS4114B Implement maintenance procedures

Overview

Traditional computer systems such as mainframes and minis required regular maintenance. Most computer systems today comprise a large number of PCs that require less maintenance. Nevertheless there are maintenance activities that the network administrator should undertake. This topic will help and show you how to do this.

Tark 1: Maintain a systems support log

A systems support log is a record of the maintenance and modifications that have been implemented on a computer unit. Maintaining a systems support log is an important task in supporting computer systems in the workplace. While it can be easily overlooked at the time, the value of a systems support log in the future cannot be under estimated. The reality of most technology installations is that they are constantly being modified to meet the needs of the business, and records of this activity can prove to be invaluable.

Activity 1: Understand the role of a systems support log

Q: Sort the following features of system support logs into two categories: Essential features and Optional features.

Features

  • An Access database
  • Be secure so only authorised users access it
  • Clear and specific about the data to be recorded
  • Designed to meet the needs of a system
  • Easy to use
  • Located on the disk of the computer in question
  • Meet the requirements of a business
  • Provide Total Cost of Ownership (TCO) details
A: This followed table shows the dividing of system support logs into two categories: Essential features and Optional features.




Activity 2: Report problems

"Today is the 25/5/2005. As a Computer Support Officer, you are called to a computer system (PC34), which is run by Brian from the Advertising Unit. On the 23/5/2005 Brian reported that the computer had very slow performance whenever he printed to Printer PR14 from Word. He has reported a number of printing problems in the past that it was not possible to verify."

Answer the following questions about how you would report the problem on a systems support log. Focus on the most correct and detailed description of what is happening.

Q1: What date would you enter?

A1: Today’s date


Q2: What would you enter in the maintenance performed on field?

A2: PC34


Q3: What Problem description would you record?

A3: Computer slows when printing to PR14 from PC34 using word


Q4: What solution would you record?

A4: Checked printer connections, queue and updated driver. Tested and does not appear to slow down PC.


Tark 2: Maintain inventory of Information Technology resources

It is important that a business is aware of the resources it owns, its legal right to use them as well as having an insight into the spare components that are available. Inventory control is, therefore, a very important function of any business or even an individual. What is an inventory then? It is basically a detailed list of items.

Activity 1: Identify hardware inventory details

"Your employer has decided to utilise wireless communications in the head office to maximise the portability of laptop computers being used. The wireless access point device chosen is the Netcomm NP5400.""

Q: Suggest the fields that will be required to adequately detail an inventory for this device.

A: The fields required might look like this.

Asset Number Description
Serial Number Network name
Model number MAC address
Manufacturer Password
Firmware version No. WEP key (Wired Equivalent Privacyl)
Supplier Supported protocols
Warranty Web Address

Activity 2: Enter details of a software item

The following product needs to be entered as a new entry into the inventory database application SerialReg.

  • Software name: Gettum Graphics
  • Manufacturer: Supersoft Australia
  • Product key: 245673-56435-5643FD-54RRY
Use this screen shot of SerialReg to enter details of the product into the database.



Activity 3: Retrieve and add data

For this activity you can base your response on an actual database you have access to, or propose a solution based on the SerialReg database discussed in the Reading section of this Learning Pack.

You can download a copy of the SerialReg database (for free) at: http://www.sitedesigncenter.net/

Your task

You are to retrieve the listing for the following and add data where necessary to maintain an updated entry in a database inventory. The details are as follows:

  • Software name: Gettum Graphics Product key: 245673-56435-5643FD-54RRY
  • Site Licence: SASL-34567-GFD45-45GY7
  • Manufacturer: Supersoft Australia

The actual policy for how data is retrieved will be found in any related organisational guidelines. In this instance, the guideline is that inventory data may be encrypted for security.

Q: Write down the steps you have (or would) follow to retrieve and update this entry in an inventory database.

A: Using the ‘Find’ menu item to locate the data for retrieval, or did you need to print a report?

The Options menu has a Find utility to retrieve data as well as the Encrypt utility to encrypt the database for security. To decrypt data you select the Decrypt option and have the choice of decrypting a single record or the entire inventory database. See Figure 1 and Figure 2 below.


Figure 1: The Find utility and the Encrypt utility

Figure 2: Select Decrypt option to decrypt data

Key Terms

Asset register: usually a database, similar to an inventory, where more expensive items are listed, items such as laser printers, servers, automobiles etc.

Business requirements: business needs related to the goals of a businessCSO an acronym for ‘computer systems officer’, a person whose job is to support users and maintain computer systems

IT: an acronym for information technology, the industry sector that installs, configures and supports computer-based systems

Maintenance log: a collection of information about each instance of maintenance work carried out on a computer system

Maintenance task: work (usually done by a CSO) on a device to solve or prevent a serious problem

MSIA: Microsoft Software Inventory Analyser, a tool that scans and analyses the inventory of Microsoft products installed on machines; results of the scan are generated in the form of reports

SAM: Software Asset Management, it protects an organisation's software by helping it to recognise what it has got, where it's running, and any licensing overlap