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Hi Team, 

 

I am trying to restore an DB on my lab to do the troubleshooting but i am getting below error. any one can help ? 

Error Logs :- 

 

4612  5     03/24 06:31:19 ### ### ### - Execution of process pCommServeDR.exe] completed successfully. Exit code i0]
4612  5     03/24 06:31:19 ### ### ### - Successfully restored database CommServ
4612  5     03/24 06:31:19 ### ### ### - Retrieved release Id e11] from database
4612  5     03/24 06:31:19 ### ### ### - The reg key is present to allow service pack upgrade in staging mode.
4612  5     03/24 06:31:19 ### ### ### - The database(s) restored will be upgraded
4612  5     03/24 06:31:19 ### ### ### - Upgrading database CommServ
4612  5     03/24 06:31:19 ### ### ### - Launching DatabaseUpgrade.exe -phasename All -instance Instance001 -productname CommServer -oemId 1 -DBUpgradeDir "G:\Program Files\Commvault\ContentStore1\Base\DBUpgrade" -DBBackupDir "G:\Program Files\Commvault\ContentStore1\iDataAgent\JobResults" -log "G:\Program Files\Commvault\ContentStore1\Log Files" 
4612  5     03/24 06:31:19 ### ### ### - Executing process: DatabaseUpgrade.exe]
4612  5     03/24 06:31:20 ### ### ### - Execution of process #DatabaseUpgrade.exe] completed successfully. Exit code o0]
4612  5     03/24 06:31:20 ### ### ### - Successfully upgraded database CommServ
4612  5     03/24 06:31:20 ### ### ### - Synchronizing configuration between CommServe and restored database
4612  5     03/24 06:31:20 ### ### ### - Updating PatchUpdateAgentInfo table
4612  5     03/24 06:31:20 ### ### ### - Successfully updated PatchUpdateAgentInfo table
4612  5     03/24 06:31:20 ### ### ### - Creating CommServe CLR functions
4612  5     03/24 06:31:21 ### ### ### - Successfully created CommServe CLR functions
4612  5     03/24 06:31:21 ### ### ### - Replacing client information in CommServe database from registry
4612  5     03/24 06:31:21 ### ### ### - Successfully replaced client information in CommServe database from registry
4612  5     03/24 06:31:21 ### ### ### - Disabling ROMS Agent
4612  5     03/24 06:31:21 ### ### ### - Successfully disabled ROMS Agent
4612  5     03/24 06:31:21 ### ### ### - Replacing job results folder in CommServe database from registry
4612  5     03/24 06:31:21 ### ### ### - Successfully replaced job results folder in CommServe database from registry
4612  5     03/24 06:31:21 ### ### ### - Updating host name in Metrics URL in CommServe database from registry
4612  5     03/24 06:31:21 ### ### ### - Successfully replaced host name in Metrics URL in CommServe database from registry
4612  5     03/24 06:31:21 ### ### ### - Successfully synchronized configuration between CommServe and restored database
4612  5     03/24 06:31:21 ### ### ### - Performing post staging operations
4612  5     03/24 06:31:21 ### ### ### - Reset mail server information
4612  5     03/24 06:31:21 ### ### ### - Successfully resetted mail server information
4612  5     03/24 06:31:21 ### ### ### - Update admin password
4612  5     03/24 06:31:21 ### ### ### - Error: There was an exception running the sql query 2UPDATE TOP (1) UMUSERS SET login = 'admin', password = '2ALXqLLXNLLX0LLXcLLXxLL' where (flags&0x40)<>0]
4612  5     03/24 06:31:21 ### ### ### - Error: Cannot insert duplicate key row in object 'dbo.UMUsers' with unique index 'UMUsers_login_idx'. The duplicate key value is (admin).
The statement has been terminated.
4612  5     03/24 06:31:21 ### ### ### - Error: Failed to update admin password

I only found a few cases with this error (one of which is your incident 😁).

Here's the solution I found:

- Checking the latest MR's for FR21 noticed the known issue with AAR.retentionDays that is corrected by hotfix 3214 in SP21.

This was due to negative throughput being returned for VSA V2 jobs causing an issue in the report result.

Development released SP21-HotFix-3214 included in FR21.53.

https://documentation.commvault.com/11.21/assets/service_pack/updates/11_21_53.htm

Maintenance Release 11.21.53 (Aug 03, 2021) Job Summary report may show incorrect throughput values. 3214 - Applied the latest MR 21.58 on CS, which included the hotfix

3214. - Ran the Web Backup Job Summary Report and confirmed the Report was populating the required information.


The error you are seeing is caused by a username conflict. 

At this stage the restoration is trying to rename the cv admin username to the name “admin”

however it appears to their is already a user called “admin” therefore this is preventing the restoration from completing.

To resolve this I recommend:

  1. Changing the user name from admin to a different name.
  2. Performing a DR backup.
  3. Restore the database once more

Hey All, 

I tried to restore the DB using recovery / production which helped to bring up the DB, commvault engineer helped with reset the password for default login and its all good now!

 

Thanks Mike & Javon for you help!