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Bare Metal Recovery Hanging Install Software Phase

  • 28 July 2021
  • 5 replies
  • 62 views

Userlevel 2
Badge +6

Hi Guys,

I’ m trying to use Bare Metal Recovery. When we open the Desktop with a 1-Touch iso, it stays in the "Installing software onto the RAM drive" stage. Although we tried several times on 2 different Desktops, it remains at the same stage. We waited about 24 hours. Any chance of seeing the log files, or any idea?

 

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Best answer by Sebastien Merluzzi 29 July 2021, 10:49

It could be a network issue. Any Firewall, is the Client using a Firewall Proxy?

Can you press F6 (cmd) before it starts installing and try to ping the Commserver?

You can check link below for help:

https://documentation.commvault.com/11.24/expert/18998_1_touch_client_fails_to_start.html

Step 3: Verify the Log Files on the Client

  1. To open the command prompt, press the F6 key on the keyboard.

  2. To open the Explorer, press the F7 key on the keyboard.

  3. Verify logs at the following locations:

    • X:\xxBMR\OneTouch\LogFiles\

    • X:\xxBMR\OneTouch\ClientFiles\restore_client\

    • X:\Windows\Temp\

Check cvd.log and install.log

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5 replies

Userlevel 3
Badge +5

Dear 0ber0n,

Is the source firmware was UEFI but here we booted into BIOS mode?

If so please boot into UEFI mode and try the restore.

Let me know

Best Regards,

Seb

Userlevel 2
Badge +6

Hi @Seb,

Source firmware was UEFI and booted into UEFI mode. Is there a way to see log files while in that state ?

Best Regards.

Userlevel 3
Badge +5

It could be a network issue. Any Firewall, is the Client using a Firewall Proxy?

Can you press F6 (cmd) before it starts installing and try to ping the Commserver?

You can check link below for help:

https://documentation.commvault.com/11.24/expert/18998_1_touch_client_fails_to_start.html

Step 3: Verify the Log Files on the Client

  1. To open the command prompt, press the F6 key on the keyboard.

  2. To open the Explorer, press the F7 key on the keyboard.

  3. Verify logs at the following locations:

    • X:\xxBMR\OneTouch\LogFiles\

    • X:\xxBMR\OneTouch\ClientFiles\restore_client\

    • X:\Windows\Temp\

Check cvd.log and install.log

Userlevel 2
Badge +6

Hi Seb,

Thanks for the guide, I will check this when we boot Desktop again. I hope we don't get stuck in the same phase again.

If it does, I will update the topic again :)

Best Regards.

Userlevel 3
Badge +5

HI 0ber0n

If you do, then I would recommend you log a case so Supportcan check.

Best Regards,

Seb

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