Title :
Technical Support Workbook
Subject :
Symantec Ghost 11.0
Author :
Ghost Development
Date :
8 March 2016
d:\533577408.doc
Technical Support Workbook - Symantec Ghost 11.0
Contents
1.
INTRODUCTION
4
2.
GENERAL INFORMATION
5
2.1.
2.2.
2.3.
2.4.
3.
Customer Information
Problem Description
Ghost Software
Platform Information
GHOST/GHOST32
3.1.
Ghosterr.txt
3.2.
Ghost hangs
3.3.
Cloning linux
3.3.1.
Lilo fails to boot after clone
3.3.2.
Grub fails to boot after clone
3.4.
CD/DVD
3.5.
Peer to peer
3.5.1.
LPT
3.5.2.
USB
3.6.
Tape
3.7.
File preservation
4.
CONSOLE
4.1.
Console database
4.2.
Ngserver crashes
4.3.
Domain joining
4.3.1.
Client unable to join domain
4.4.
Sysprep errors
4.5.
Errors when configurations are applied to clients
4.6.
GhostCasting problems
4.7.
File transfer
4.7.1.
Ghostcasting problems
4.8.
Client Connectivity
4.9.
Deployment AI Packages
4.10. User Migration
4.11. Backup regimes
4.11.1.
General infomation
4.11.2.
Problems with backup
4.11.3.
Problems with restore
4.12. Client inventory
4.13. Booting a Console client into the Dos boot partition
4.13.1.
Failure to boot into the Virtual partition
4.13.2.
Failures once booted into Dos
4.14. Remote Client Installation and Uninstallation
5
5
5
5
6
6
6
6
6
6
6
7
7
7
7
7
8
8
8
8
8
8
9
9
9
9
9
9
10
10
10
10
10
10
11
11
11
12
5.
GHOST EXPLORER
13
6.
GHOSTCASTING
14
6.1.
7.
Multicast logs from both the client and the server.
USER MIGRATION WIZARD
14
15
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Technical Support Workbook - Symantec Ghost 11.0
8.
OMNIFS
16
9.
GDISK
17
10.
GHOST BOOT WIZARD
18
11.
GHOST WALKER/32
19
12.
INSTALLATION
20
13.
AI SNAPSHOT AND AI PACKAGES
21
13.1.
13.2.
14.
14.1.
14.2.
Ai Configuration file
AITrace log
PACKET TRACES
General
WireShark (formerly known as Ethereal)
21
21
22
22
22
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Technical Support Workbook - Symantec Ghost 11.0
1.
Introduction
The purpose of this document is to provide basic information to the Ghost
development team when a customer encounters a problem. The General Information
section on page 5 must be completed in all instances, special attention should be given
to the Problem Description section on page 5. Generally at least one other section
should also be completed depending on which component is not working.
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Technical Support Workbook - Symantec Ghost 11.0
2.
General Information
2.1. Customer Information
Company Name
Company Address
Customer Phone #
Customer Email
CRM ID#
Other Staff to keep in the loop (i.e. Symantec Sales,
Customer Management)
2.2. Problem Description
Must provide a detailed problem description
stating: Steps performed to produce the problem
and whether it is reproducible. The EXACT text of
messages generated. Distinguishing
characteristics; is there anything unusual that
should be pointed out like “the hard drive is
connected via USB” or the system is controlled
from PcAnywhere. If you remove these special
cases circumstances, or vary any of the
components does the problem still occur?
2.3. Ghost Software
What version of Ghost is being used? This can be found in the About Box on
Windows components or by using the –version or /version options on the command
line of DOS components.
Product Version
2.4. Platform Information
Detailed information on equipment used.
Manufacturer
Model
Hard Drives -make / model /interface type / capacity
NIC Make and model
OS type and version
Primary network login (Netware/Microsoft/Other).
Network Configuration: Domain/Workgroup/Other, if
other specify.
Is there settings enabled for screen saver, power
management, or hibernate, if yes please specify.
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3.
Ghost/Ghost32
The Ghosterr.txt section must always be completed. Depending on the nature of the
problem it may be necessary to complete one or more of the other ghost sections.
3.1. Ghosterr.txt
Problems occurring during the running of Ghost almost always produce a ghosterr.txt.
It is mandatory that this file accompanies any request for support.
If ghost is not crashing then is should still be possible to press Ctrl-C in Ghost, a
ghosterr.txt will be produced which is still useful in that it contains Ghost’s view of
the hardware.
Ghosterr.txt
3.2. Ghost hangs
If Ghost is not responding and therefore can not produce a ghosterr.txt file Ghost is
either locking up, or going into an endless loop, so the customer should be asked to do
the following.
Run ghost with the -*6 switch, and report which procedure is being displayed in the
top left corner of the ghost screen.
If ghost is in a loop it may not be possible to see the procedure, press the “pause” key,
note the procedure and then press the “enter key”. Do this several times.
Procedures displayed
An alternative is to run ghost with both the -*3 and -*5 switches and sending the
resulting ghostlog.txt.
3.3. Cloning linux
Which distribution of Linux
Which file systems are being used
Is /boot in the root partition or its own partition
3.3.1. Lilo fails to boot after clone
Provide /etc/lilo.conf
Describe at which point and with what error message
LILO fails.
3.3.2. Grub fails to boot after clone
Confirm that there is a /boot/grub directory containing
files named stage1 and stage2 (i.e., it is a standard
configuration)
3.4. CD/DVD
What is the make, model & firmware revision of the
writer?
What type of media was used (DVD+RW / DVD+R /
DVD-RW / DVD-R / CD-RW / CD-R) and if rewritable,
was it previously used?
If Ghost does not detect a CD/DVD writer then start
Ghost with the -*1 switch. Once Ghost has loaded,
ghosterr.txt
cdfile.txt
start a disk to image operation, select any disk,
and pull down the list of drives in the file requester
to establish that no CD/DVD writer is detected.
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Repeat the above operation running Ghost with
the –cdfile=cdfile.txt.
Generate an error file (using Ctrl+C)
3.5. Peer to peer
3.5.1. LPT
What is the make & model of LPT cable used?
Please include the text displayed by the LPT driver
during boot up.
3.5.2. USB
What is the make & model of USB cable used?
What is the nature of the USB hardware (add-in
card make & model, or motherboard make &
model)? Also, include the text displayed by the
USB driver during boot up.
3.6. Tape
Make and Model of tape drive
3.7. File preservation
Any information about the original file systems, e.g.
type, cluster size, used space, free space etc.
Recovery file, this will be called fpmfile1.dat (or
fpmfile2.dat)
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Technical Support Workbook - Symantec Ghost 11.0
4.
Console
The Console database section must always be completed. Depending on the nature of
the problem it may be necessary to complete one or more other of the Console
sections.
4.1. Console database
For most problems when running the Console the customers Console database must
be provided. The database is normally found in the following location C:\Program
Files\Symantec\Ghost\db. Please zip this directory including subdirectories.
In addition, please provide the database user name and password. You can retrieve
this information from the Console by following ToolsDatabase Password.
Content of DB directory (Zip the files)
Database credentials
Must provide.
Username:
Password:
Console runs under what OS?
4.2. Ngserver crashes
If ngserver has crashed (for example an exception has occurred of type cx0000005)
Ghost 11.0 generates a dump file called ngserver.dmp in the ghost directory. This
must be provided. All ngserver*.log files located under e.g. C:\Program
Files\Symantec\Ghost should be provided.
ngserver.dmp
ngserver*.log
Must provide.
Must provide.
4.3. Domain joining
OS of domain controller
If not NT4, Domain mode (mixed or native)
Is there more than one domain controller
Configuration of DNS environment, e.g is DNS server
on the PDC, is it Active directory integrated or zonefile.
4.3.1. Client unable to join domain
From the client machine provide the following file.
%systemroot%\debug\netsetup.log
4.4. Sysprep errors
For problems when using Sysprep, we require the following information:
Windows 2000
Windows XP
Windows Vista
Answer files
C:\WINNT\setupact.log
C:\WINNT\setuperr.log
C:\Windows\setupact.log
C:\Windows \setuperr.log
C:\windows\panther\setupact.log
C:\windows\panther\setuperr.log
C:\windows\panther\unattendGC\setupact.log
C:\windows\panther\unattendGC\setuperr.log
C:\windows\system32\sysprep\panther\setupact.log
C:\windows\system32\sysprep\panther\setuperr.log
Sysprep.inf or Unattend.xml
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4.5. Errors when configurations are applied to clients
Please provide the ghconfer.txt error file from the task log.
Ghconfer.txt
Must provide
4.6. GhostCasting problems
Please attempt the operation without using the Console, i.e. use a boot diskette and the
GhostCast server. If the problem occurs then complete the GhostCasting section on
page 14.
If problem only occurs when running from the console, you still need to complete the
GhostCasting section on page 14, but run the task using the “Advanced Execute…”
option to obtain the logs.
In some cases, especially when the client is running in a Virtual Partition, it may not
be possible to collect a client side log.
4.7. File transfer
Console file transfer uses Ghostcasting technology. In most cases it will be easy to
determine whether the problem is with the Ghostcasting of the files or a general
problem. For general problems you should only need to complete the Console
database section.
4.7.1. Ghostcasting problems
Complete the GhostCasting section on page 14. To obtain the logs you’ll need
to create the following two registry keys.
HKEY_LOCAL _MACHINE\SOFTWARE\Symantec\Symantec Ghost\GhostcastConsoleLogFile
HKEY_LOCAL _MACHINE\SOFTWARE\Symantec\Symantec Ghost\ GhostcastConsoleLogLevel
The "GhostcastConsoleLogFile" key is a is a full path to a file, e.g. c:\log.txt
The "GhostcastConsoleLogLevel" key is a string value between 0 and 100
where 0 is "Log All" and 100 is "Log None"
It is not possible to collect client side logs when doing file transfer tasks.
4.8. Client Connectivity
You should refer to the console discovery section of the following Symantec
knowledge base article
http://service1.symantec.com/SUPPORT/ghost.nsf/docid/2002101612025325
Provide all ngctw32*.log files which will be created at e.g. C:\Program
Files\Symantec\Ghost\
Which discovery method are you expecting to work
(multicast or WINS)
Provide a packet trace, see section Packet Traces on
page 22.
Ngctw32*.log files provided?
Must provide.
4.9. Deployment AI Packages
Complete the AI Snapshot and AI packages section on page 21.
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Technical Support Workbook - Symantec Ghost 11.0
4.10. User Migration
Please provide user migration logs for any failed tasks. During Console task
specification, ensure that full logging is selected. If not using the Console, or for more
details on the logs, please see the section “User Migration Wizard” on page 15.
Are the account(s) being moved domain or local
machine accounts?
Is the target machine part of a domain?
What is the source and target operating system? File
systems?
Is there anything special about the files being gathered
or placed? Security, in-use, encryption?
Was package stored locally on the client or on the
server?
Logs provided?
Must provide.
4.11. Backup regimes
4.11.1.General infomation
What is the source and target operating system? File
system?
Are there any warnings reported in the task log or event
log? Please specify.
4.11.2.Problems with backup
If the problem occurs in Ghost while completing a baseline backup, please also
complete the Ghost/Ghost32 section on page 6.
Are you getting a baseline or incremental?
What is the source operating system? File system?
Is there anything specific about the files you’re
gathering? Encrypted, in-use, locked, etc?
Were applications, OS update installed/uninstalled or
system changes made to the system since last
incremental or baseline?
If the problem is with an incremental complete the
AITrace log section on page 21 .
If problem is with an incremental, then using the
incremental package, complete the Ai Configuration file
section on page 21
4.11.3.Problems with restore
If the problem occurs in Ghost while completing a baseline restore, please also
complete the Ghost/Ghost32 section on page 6.
Are you restoring a baseline or incremental? How
many?
What is the target operating system? File system?
Is there anything specific about the files you’re
restoring?
Have you tried performing “safe mode- files only”
restore? Did this work?
If the problem is with an incremental complete the
AITrace log section on page 21 .
If problem is with an incremental, then using the
incremental package, complete the Ai Configuration file
section on page 21
4.12. Client inventory
Complete the Problem Description section on page 5.
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4.13. Booting a Console client into the Dos boot partition
Does the client have a Ghost boot partition or a Virtual
partition. You can determine this by looking at the client
properties on the console.
Does the client use MS Dos or PC Dos
4.13.1.Failure to boot into the Virtual partition
There are some classes of software that are known to interfere with the creation of the
virtual partition. It is often worth disabling such software before attempting Ghost
operations. Please list the software installed on the machine:
Virus Scanning Software
CD Burning Software, especially Package Writing
software
Other low-level disk software
Other software that starts when the computer is turned
on and stays active in the background
In the case of errors that are not readily explainable, it is possible to turn on additional
logging during the creation of the VP. This shows the path of execution in the VP
library in great detail, information that is generally only useful for developers.
Logging is controlled by a registry key on the client machine
“HKEY_LOCAL_MACHINE\Software\Symantec\Symantec Ghost\TraceMode”. Set
this value to 1 to enable tracing. You must first reboot the computer for the change to
take effect.
This will generate a log file called "trace.txt" in the
temporary directory ("C:\WINDOWS\TEMP" for Win9x,
or "C:\Document and
Settings\YOUR_USER_NAME\Local Settings\TEMP"
for Win2k/XP). Please provide the contents of this file.
4.13.2.Failures once booted into Dos
There are normally two types of problems when booting into Dos.
4.13.2.1.No network connectivity
Complete the Ghost Boot Wizard section on page 18 for the template selected
for the client.
4.13.2.2.Failures to boot.
Complete at least the first three items in the Platform Information section on
page 5.
Describe what happens
What are the exact error messages which are displayed
Boot from a floppy disk or bootable CD at the time you
expect to boot into the Virtual partition and provide
output from gdisk.
gdisk 1 /raw > gdisk.log
Does running ghreboot result in the computer booting
back to Windows.
Does the same problem occur if MS Dos is used for the
Virtual Parititon
gdisk.log
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Technical Support Workbook - Symantec Ghost 11.0
4.14. Remote Client Installation and Uninstallation
For trouble shooting help you should refer to the Remote client install documents in
the Symantec knowledge base.
On the client there are two log files created. There is a log file created for the
performance of the Client Install Service (rcilog.txt) and for the msi-based portion of
the installation (log.txt or logun.txt for uninstallation). These log files are created in
<Common AppData>\Symantec.
rcilog.txt.
log(un).txt
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Technical Support Workbook - Symantec Ghost 11.0
5.
Ghost Explorer
What partitions are in the image file, e.g. FAT, Ext2,
NTFS. Are any of these “Image All”, i.e. don't show
individual files?
If possible provide a screen shot of the properties of the
image (in explorer open the image and then from the
file menu select properties)
What version of Ghost created the image?
Has the image file been edited in Ghost Explorer
previously, e.g. files added or deleted. Are these the
files which cause the problem?
Is the image file split into multiple segments?
Are they on removable media?
Are these segments all in one directory with autoname,
or are they scattered across several directories or
disks?
Is the image file password protected?
Was the image file written by Ghost directly to
CD/DVD?
Can Ghost verify the image file? If not, what does Ghost
report?
Can the customer let us have a copy of this image file if
we need it?
Was the image compiled by Ghost explorer?
Is the problem reproducible?
Check to see if Ghost Explorer has written an error log
(GhostExplorerError.txt) to the Application Data folders
(e.g. C:\Documents and Settings\All Users\Application
Data\Symantec\Ghost\Explorer)
Try running Ghost Explorer with the diagnostic switch ignoreindex. Does this result in any different behavior?
What happens?
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Technical Support Workbook - Symantec Ghost 11.0
6.
GhostCasting
This section includes explicitly GhostCast Server problems, problems starting
multicasting in Ghost, problems of connectivity between GhostCast Server and Ghost,
but not other Ghost problems that just happen to occur when multicasting.
Ghosterr.txt
6.1. Multicast logs from both the client and the server.
Set this at the server at “FileOptionsLog Level”. At the client end (Ghost) use the
-jl:x=filename switch. Generating these files is covered in the manual under
Diagnostics.
If the error occurs prior to any significant progress being made through the image, set
the logging level to All, otherwise Informational. In general this should produce logs
small enough to fit on a floppy, which is often necessary at the client end.
Multicast Log from Server
Multicast log from Client
What the network configuration is, in particular
presence of routers and switches between the client
and the server?
Type of network (Ethernet/Token Ring)?
What network adapter they have on the machine
running Ghost?
Are they using a packet driver or an NDIS driver?
What OS is the MC Server running on (including
version and service pack)?
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Technical Support Workbook - Symantec Ghost 11.0
7.
User Migration Wizard
Logs must be provided for all failed operations. Please provide enhanced logs.
Enhanced logging can be set by changing the values of the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Symantec User
Migration\Log
Change the value “level” to “0000ffff”
[Advanced and minimal logging can be toggled by pressing F2 button while the User
Migration Wizard.exe is running. The dots in the right-bottom corner of the Wizard
become green when full logging is on.]
The logs can be extracted from the package by opening it in the Package Explorer,
going to logs tab and pressing “Export Logs’ button.
The logs are created by default at:
C:\Documents and Settings\All Users\Application Data\Symantec\Client
Migration\4.0\logs\"
Are the account(s) being moved domain or local
machine accounts?
Is the target machine part of a domain?
What is the source and target operating system? File
systems?
Is there anything special about the files being gathered
or placed? Security, in-use, encryption?
Was package encrypted with password?
Enhanced logs provided?
Must provide.
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8.
OmniFS
omnifser.txt
omnifs info and omnifs diskinfo output
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9.
Gdisk
GDISK screen output
Does Ghost work? If not the complete the
Ghost/Ghost32 section
If ghost does work for a ghosterr.txt by pressing Ctrl-C
and provide this
Use gdisk [commands] > file.txt
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10. Ghost Boot Wizard
Normally the problem won’t be with the Ghost boot wizard but with the package
which it has created. If the problem is with Ghost boot wizard, complete the Problem
Description section on page 5. If the problem is with a boot package created then
complete the following things:
Copy and paste of the contents of the “Symantec Ghost
Boot Wizard – review” page when creating the package.
NIC type of booting machine?
What kind of machine were you booting from? Include
BIOS version.
Exact Error messages (there is normally two) that
happen during the boot when the driver loads?
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11. Ghost Walker/32
If one is generated,
GWALKERR.TXT
If ghstwalk is aborting then run ghstwalk with the "/logging" switch and send the
gwalklog.txt file. If it is crashing or hanging run ghstwalk with the “/save_logging”
switch
GWALKLOG.TXT
What is the OS they are trying to change? (9X, NT,
2000 or XP)
What type of file system is the OS installed on? (Fat or
NTFS)
If the OS is NT, 2000 or XP, is it a member of a
domain?
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12. Installation
If any problems are encountered during installation/upgrading they should run the
installation again from the command line as:
On Win NT/2000/XP:
msiexec /i "<path to msi>\<msi package>" /l*v logfile.txt
On Win 9x:
<windowsFolder>\system\msiexec /i "<path to msi>\<msi package>" /l*v
logfile.txt
where
<msi package> is
 “Symantec Ghost.msi” for Console, Standard Tools and AI Snapshot
installations
 “Client.msi” for Console Client and Configuration Client installations
 “SUMWizard.msi” for Symantec User Migration installations
The logfile should give us details on what failed during installation/upgrade.
logfile.txt
Must provide.
On LiveUpdate, we create ghupdlog.txt in ghost directory. If any problems have been
encountered we should be able to tell what went wrong.
Note that ghupdlog.txt always gets created on LiveUpdate (even if the update was
successful).
ghupdlog.txt
Please provide.
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13. AI Snapshot and AI packages
What application is being replicated?
Maker/Title/Version?
Was there more than one application or change made
to the system during the replication process?
What other software or service are running on the
machine the package was built on?
Were AIsnapshot options changed during replication?
Please specify.
What drives were being specified in the AIsnapshot
options for scanning?
What was the AIsnapshot working directory used for
replicating?
What was the Builder build directory used for
replicating?
Was there a reboot in the original application install?
Did you allow the reboot?
Did you click modify or build at the end of the replication
process?
Did you add any commands into the package before
building? Please specify.
13.1. Ai Configuration file
Open the AI package using builder then copy and paste
all information to a text file and send the file.
13.2. AITrace log
Create a standard text file in the windows folder named aitrace.log. Perform the same
AI package deployment again to the machine and send the file. The file should
contain trace information that specifies exactly what is happening during the
installation with the install engine and the agent.
Aitrace.log
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Technical Support Workbook - Symantec Ghost 11.0
14. Packet Traces
For some issues a trace of network packets is the best way to provide the necessary
diagnostic information to the Ghost developers. If a trace is required, this will be
noted in one or more of the sections above. Below is information on how to get the
software.
Packet traces tend to be quite large so ensure that the file is zipped before send and
only capture for a time necessary to see the problem occur.
14.1. General
When a Packet Trace is requested please try to limit the number of machines involved
to the lowest number that still reproduces the problem. Ideally just two machines (plus
one running the packet sniffer software).
Be aware that running a packet trace when connected to a network switch you will
probably not receive all the packets you are wanting to see. This is because switches
only send traffic to the port with the client the traffic is addressed to. So, either you
can reconfigure your switch specifically to support packet sniffing, or put the all the
machines on a hub.
If you can’t put them all on a hub, put the sniffer machine on a hub with first the
server machine and then with the client and collect two traces.
14.2. WireShark (formerly known as Ethereal)
WireShark is generally preferable to NetMon primarily because it is much easier to
install (Netmon only comes with Windows NT/2000 Server editions), and performs
promiscuous-mode capture so it can be installed on any device connected to the
network under inspection.
To use, you need to download the WireShark program. WireShark can be downloaded
from
http://www.wireshark.org/download.html
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