14.1 Troubleshooting Discovery for Windows Workloads

14.1.1 Common Problems and Solutions

Problems or Messages


The domain in the credentials is invalid or blank

This error occurs when the Credential Format is incorrect.

Try the discovery by using a local administrator account with the credential format hostname\LocalAdmin.

Or, try the discovery by using a domain administrator account with the credential format domain\DomainAdmin.

Unable to connect to Windows server...Access is denied

A non-administrator account was used when trying to add a workload. Use an administrator account or add the user to the Administrators group and try again.

This message might also indicate WMI connectivity failure. For each of the following possible resolutions, attempt the solution and then perform the WMI Connectivity Test again. If the test succeeds, try adding the workload again.

Unable to connect to Windows server...The network path was not found

Network connectivity failure. Perform the tests in Performing Connectivity Tests. If a test fails, ensure that PlateSpin Protect and the workload are on the same network. Reconfigure the network and try again.

Discover Server Details {hostname}" Failed Progress: 0% Status: NotStarted

This error can occur for several reasons and each has a unique solution:

Workload Discovery fails with error message

Could not find file output.xml


Network path not found

or (upon attempting to discover a Windows cluster)

Inventory failed to discover. Inventory result returned nothing.

There are several possible reasons for the Could not find file output.xml error:

  • Antivirus software on the source could be interfering with the discovery. Disable the antivirus software to determine whether or not it is the cause of the problem. See Disabling Antivirus Software.

  • File and Printer Sharing for Microsoft Networks might not be enabled. Enable it under the Network Interface Card properties.

  • The Admin$ shares on the source might not be accessible. Ensure that Protect can access those shares. See Enabling File/Share Permissions and Access.

  • The Server or the Workstation service might not be running. If this is the case, enable them and set the startup mode to automatic.

  • The Windows remote registry service is disabled. Start the service and set the startup type to automatic.

14.1.2 Modifying the OFX Controller Heartbeat Startup Delay

To avoid discovery failures caused by timing issues, a default heartbeat startup delay of 15 seconds (15000 ms) is set on the OFX Controller. The setting is configurable by adding the HeartbeatStartupDelayInMS registry key on the source workload. This registry key is not configured by default.

To enable a heartbeat delay of shorter or longer duration:

  1. On the source workload, open the Windows Registry Editor.

  2. Go to the following location in the Registry Editor, depending on the operating system architecture on the source workload:

    Path for a 64-bit source workload:


    Path for a 32-bit source workload:

  3. Add a key named HeartbeatStartupDelayInMS of type REG_SZ and set its value to the desired value in milliseconds. The default setting should be 15000.

    REG_SZ: HeartbeatStartupDelayInMS
    Value: "15000"
  4. Restart the source workload.

14.1.3 Performing Connectivity Tests

Network Connectivity Test

Perform this basic network connectivity test to determine whether Protect can communicate with the workload that you are trying to protect.

  1. Go to your PlateSpin Server host.

  2. Open a command prompt and ping your workload:

    ping workload_ip

WMI Connectivity Test

  1. Go to your PlateSpin Server host.

  2. Click Start > Run, type Wbemtest and press Enter.

  3. Click Connect.

  4. In the Namespace, type the name of the workload you are trying to discover with \root\cimv2 appended to it. For example, if the host name is win2k, type:


  5. Enter the appropriate credentials, using either the hostname\LocalAdmin or domain\DomainAdmin format.

  6. Click Connect to test the WMI connection.

    If an error message is returned, a WMI connection cannot be established between Protect and your workload.

Troubleshooting DCOM Connectivity

  1. Log into the workload that you want to protect.

  2. Click Start > Run.

  3. Type dcomcnfg and press Enter.

  4. Check connectivity:

    • For Windows systems (XP/Vista/2003/2008/7), the Component Services window is displayed. In the Computers folder of the console tree of the Component Services administrative tool, right-click the computer that you want to check for DCOM connectivity, then click Properties. Click the Default Properties tab and ensure that Enable Distributed COM on this computer is selected.

    • On a Windows 2000 Server machine, the DCOM Configuration dialog is displayed. Click the Default Properties tab and ensure that Enable Distributed COM on this computer is selected.

  5. If DCOM was not enabled, enable it and either reboot the server or restart the Windows Management Instrumentation Service. Then try adding the workload again.

Troubleshooting RPC Service Connectivity

There are three potential blockages for the RPC service:

  • The Windows Service

  • A Windows firewall

  • A network firewall

For the Windows Service, ensure that the RPC service is running on the workload. To access the services panel, run services.msc from a command prompt. For a Windows firewall, add an RPC exception. For hardware firewalls, you can try the following strategies:

14.1.4 Disabling Antivirus Software

Antivirus software might occasionally block some of the Protect functionality related to WMI and Remote Registry. In order to ensure that workload inventory is successful, it might be necessary to first disable the antivirus service on a workload.

In addition, antivirus software might occasionally lock access to certain files, allowing access only to certain processes or executables. This lock might occasionally obstruct file-based data replication. In this case, when you configure the workload protection, you can select services to disable, such as services installed and used by antivirus software. These services are disabled only for the duration of the file transfer, and are restarted when the process completes. Disabling services is not necessary during block-level data replication.

14.1.5 Enabling File/Share Permissions and Access

To successfully protect a workload, PlateSpin Protect needs to successfully deploy and install software within the workload. Upon deployment of these components to a workload, as well as during the Add Workload process, Protect uses the workload’s administrative shares. Protect needs administrative access to the shares, using either a local administrator account or a domain administrator account for this to work.

To ensure that the Administrative shares are enabled:

  1. Right-click My Computer on the desktop and select Manage.

  2. Expand System Tools > Shared Folders > Shares

  3. In the Shared Folders directory, you should see Admin$, among other shares.

After confirming that the shares are enabled, ensure that they are accessible from within the PlateSpin Server host:

  1. Go to your PlateSpin Server host.

  2. Click Start > Run, type \\<server_host>\Admin$, then click OK.

  3. If you are prompted, use the same credentials as those you will use to add the workload to the Protect workload inventory.

    The directory is opened and you should be able to browse and modify its contents.

  4. Repeat the process for all shares with the exception of the IPC$ share.

    Windows uses the IPC$ share for credential validation and authentication purposes. It is not mapped to a folder or file on the workload, so the test always fails; however, the share should still be visible.

PlateSpin Protect does not modify the existing content of the volume; however, it creates its own directory, to which it requires access and permissions.