Title:  ARCserve 5.x Workstation Issues
Document Number:  12022
Date:  November 22, 1994
Product:  ARCserve
Product version:  5.x

This document contains information related to the Workstation portion
of ARCserve for NetWare, the Windows Edition, version 5.x  The items
discussed are the most common errors that occur when installing and
operating ARCserve, and methods for troubleshooting and repairing them.
Additional documents concerning ARCserve are available from the Cheyenne
Online Services.

Topics include:

INSTALLATION Issues
	Cannot Find Netware.dll
	General Protection Fault in Module DSHELL
	Call to Undefined Dynalink

OPERATING Issues
	8848: Unknown, Undefined Netware Error
	Call to Undefined Dynalink
	No Devices shown in Device Management/Workstation hangs with an
	Hourglass
	Workstation Hangs When Exiting Windows ("Black Screen of Death")

GENERAL PROTECTION FAULT Issues
	General Protection Fault in ARCSERVE.EXE
	General Protection Fault in ASCORE.DLL
	General Protection Fault in CRPE.DLL
-----------------------------------------------------------------------
INSTALLATION ISSUES

Cannot Find NETWARE.DLL
PROBLEM: When attempting to install ARCserve, or when trying to load
         the ARCserve Manager, or when attempting to access the Device
         Management screen at the workstation, the error "Cannot Find
         NETWARE.DLL" appears.

EXPLANATION: The above error occurs when double-clicking on the ARCserve
             Manager icon or when attempting to access the Device
             Management screen.  The error may also appear as part of
             the ARCserve client installation.

RESOLUTION:
1) Make sure that the workstation is running the latest network drivers
   for both DOS and Windows.  These can be found on CompuServe.  GO
   NOVFILES and download the latest drivers, and any supplemental updates
   that would also apply, such as new DLL files for Windows.

NOTE:  Make sure that the entire update has been installed properly and
       that no earlier versions of these drivers are present in any other
       directory on the workstation's PATH.

2) Run SETUP.EXE from the \WINDOWS directory and make sure that the
   Network specification is set to Novell NetWare 3.26 and above (or
   Novell NetWare v4.0, if VLMs are being used).  If this item is not
   configured properly, the Windows install disks will be needed to
   change it.  Once this is done properly, the connections to network
   servers should be visible in the Network Connections screen, which
   is accessible from the Windows File Manager DISK menu.  There should
   also be an entry in the [BOOT] section of the SYSTEM.INI file that
   reads "NETWORK.DRV=NETWARE.DRV".

3) If the above procedures do not resolve the problem, then it may be
   necessary to reinstall Windows.
-----------------------------------------------------------------------
General Protection Fault in Module DSHELL

PROBLEM:  ARCserve Caused a General Protection Fault in Module DSHELL

EXPLANATION:  The DSHELL error occurs during the installation of ARCserve.
              It is most frequently seen when installing ARCserve on a
              Netware 4.x file server.  However, it can appear on a
              Netware 3.1x file server as well.

RESOLUTION:
Installing to a NetWare 3.x file server:
1)  DSHELL actually refers to a file called ASSETUP.DLL on the first
    ARCserve installation disk.  ASSETUP.DLL contains many routines
    which communicate with NetWare.  In many cases, the DSHELL errors
    may occur due to the use of outdated network drivers on the workstation.  Verify that the workstation is running IPX version 3.10 and NETX version 3.26 or later, or VLM.EXE version 1.1 or later.  The versions being used can be displayed using the NetWare NVER utility.

2)  The error may be caused by a problem with workstation disk access.
    Run the DOS CHKDSK /F command or another disk repair utility.

Installing to a NetWare 4.x file server:
1)  If installing to a NetWare 4.x server, the Bindery Context must be
    set on the server.  This can be accomplished by typing  SET BINDERY
    CONTEXT = <context> at the file server console.  Once the context
    has been set, the workstation must be logged into the server using
    bindery emulation.  This is done by using the /B parameter as follows:
    LOGIN <login name> /B.

2)  Make sure BIND.VLM is being loaded by checking the workstation's
    NET.CFG file.  This is the VLM that gives access to Bindery Emulation.
    Typing VLM /D at the workstation will display the currently loaded VLMs.
    Also, make sure that Bindery Emulation is enabled for the ORGANIZATION
    to which ARCserve is going to be installed.  This would be under the
    same context previously set at the server.

3)  In some cases, during the installation process, the ARCserve Job Queue
    (AQ_<servername>) may become corrupt.  This may have been caused by
    the use of DS.NLM revision (290).  Novell recommends that the (290)
    revision of DS.NLM not be used.  The latest version is available from
    the CompuServe NOVFILES forum.  If this occurs, the corrupted queue
    must be deleted from the NDS before ARCserve is reinstalled.

NOTE: If the NDS determines an object to be "Unknown and Corrupt", it is
      recommended that the NetWare 4.x NETADMIN utility be used to delete
      the corrupted Job Queue.  NWADMIN, the Windows NetWare 4.x
      administration utility, may not be able to delete the corrupt queue.
      This is due to character limitations of NWADMIN's graphical user
      interface, which render it unable to see all non-NDS objects.  In
      any case, it is strongly recommended that the DSREPAIR utility be
      run after deleting the Job Queue in this manner.  Release 4.02 of
      Novell NetWare ships with version 4.41 of the NETADMIN utility.
      This version of NETADMIN has been shown to be incapable of deleting
      bindery queues from the NDS.  Cheyenne is presently pursuing the
      issue with Novell; it will be addressed in a later release.  The
      only solution at this time is to use an earlier version of NETADMIN,
      such as the one that shipped with NetWare 4.01.
-----------------------------------------------------------------------
Call to Undefined Dynalink

PROBLEM: Application Error: Call to Undefined Dynalink

EXPLANATION: Error occurs during ARCserve installation.  The problem has
             also been known to occur during operation of the ARCserve
             Manager.

RESOLUTION:
1) The most common cause of this problem is having outdated NetWare
   drivers loaded on the workstation. Upgrade to the latest versions
   of the NetWare workstation drivers for both DOS and Windows.  The
   latest drivers are available from Novell on CompuServe (GO NOVFILES).
   Download and install all client files, particularly those related
   to Windows.  In one of the archives, an updated version of the
   NETWARE.DRV file exists.  Be sure that no older versions of this,
   or any other drivers exist anywhere else on the workstation's path.

2) If the workstation is running the NetWare VLMs, check the workstation's
   NET.CFG file, and make sure that the default settings are being used.

3) Run the Windows SETUP.EXE program from the \WINDOWS directory.
   Verify that the Network setting is properly configured for the
   drivers being used.  If it is not, the Windows diskettes will
   be needed to change the setting.

4) Verify that no conflicting TSRs are running on the workstation.
   To expedite this, unload all TSRs that are not absolutely needed.

5) Try starting Windows by typing WIN ARCSERVE from the ARCserve
   Manager directory (to do this, the \WINDOWS directory must be
   on the workstation's path).

6) Run the ARCserve 5.x setup program again.

NOTE: To display the currently installed version of NETWARE.DRV,
      type VERSION NETWARE.DRV from the WINDOWS\SYSTEM directory.
      For NetWare 4.xx, type NDIR <filename> /VER.  These utilities
      may be used to check the revision of any NetWare file.  The
      workstation must have a search drive mapped to a server's
      \PUBLIC directory to use the VERSION or NDIR commands in this
      manner.

The following versions are known to work properly:
	When running VLM's:  NETWARE.DRV - v3.02 NETWARER.DRV - v3.02
	When running NETX:   NETWARE.DRV - v2.02
-----------------------------------------------------------------------
OPERATING ISSUES

8848 - Unknown, Undefined NetWare Error

PROBLEM: Error appears when submitting a job to the ARCserve queue.
         Another error "E0139:  Failed to retrieve job from queue" may
         be generated at the file server console and/or in the ARCserve
         Activity Log.  For more information regarding Server Console
         Issues, please refer to document 12021.

EXPLANATION: Since there is no NetWare Directory Services database in
             Netware 3.12, the default NetWare Client installation
             will prevent NDS.VLM from loading by remarking it out
             in the workstation's NET.CFG file (through the placement
             of a semicolon as the first character in the line).
             While this is normally not a problem, when using ARCserve
             5.x, the NDS.VLM MUST be loaded.

RESOLUTION: Make sure that the NDS.VLM (found in your NWCLIENT directory)
            is being loaded.  The failure to load this module is generally
            caused by the NDS.VLM file not existing in the \NWCLIENT
            directory, or by it having been prevented from loading by
            the setting "USE DEFAULTS = OFF" or "NETWARE CORE PROTOCOL
            = BIND" in the workstation's NET.CFG file.  Another possibility
            is the inclusion of a line saying: ";Include VLM=NDS.VLM" in
            the NET.CFG.  If this is the case, removing the leading
            semicolon and rebooting the workstation should solve the
            problem.

A list of the currently loaded VLMs may be displayed by typing VLM /D at
the DOS prompt at the workstation.  As a result of the above procedure,
a warning message may be generated when loading Windows, that states
that the "Unicode Tables could not be loaded, and all Directory Services
functions will be disabled."  Since Netware 3.12 does not use Directory
Services, this is not a problem.  The message can be ignored and the
checkbox preventing the further display of the message may safely be
enabled.
-----------------------------------------------------------------------
Call to Undefined Dynalink

PROBLEM: After upgrading ARCserve, "Call to Undefined Dynalink" error
         messages are generated when attempting to perform any Attended
         Operations.

EXPLANATION: The ARCserve Manager was not upgraded properly, or the
             upgrade is incomplete.

RESOLUTION: Verify that the ARCserve Manager running at the local
            workstation has been fully upgraded to version 5.01e.
            By default, The 5.01d and 5.01e upgrade programs will ONLY
            upgrade ARCserve Manager files that reside on the file server.
            If the Manager is installed onto a workstation's local hard
            drive, the 5.01e SETUP.EXE program must be run a second time,
            selecting the option to update the Manager files only (on the
            local workstation).  It is also important that the version
            history of the ARCserve Manager on the workstation be complete.
            The above error will most likely occur if the ARCserve Manager
            is version 5.01 (due to an improperly applied 5.01d upgrade)
            and is then upgraded to 5.01e using the two disk 5.01d to 5.01e
            upgrade disk set.  In this scenario, the 5.01d revision of
            the Manager has been skipped and several important DLLs have
            not been upgraded.  Therefore, it would be necessary in this
            case to upgrade the Manager to 5.01d first, and then re-run
            the 5.01e upgrade.  Alternatively, the three disk upgrade
            from 5.01 to 5.01e may be obtained and applied.
-----------------------------------------------------------------------
No devices in Device Management/
Click Backup icon, and the workstation hangs with an Hourglass

PROBLEM:  When accessing Device Management, no devices are listed.

EXPLANATION:  This problem occurs exclusively on the Windows workstation.
              When ARCserve is running, and the tape device is properly
              recognized and initialized by the system, (this can be
              verified by checking the server console and verifying that
              an ARCSERVE TAPE SERVER screen is present), then all devices
              attached to the adapter should be displayed on the
              workstation's Device Management screen.  If nothing but
              null symbols are displayed (circles with lines through them),
              this indicates a communication or driver problem.  This same
              problem may cause the second condition listed above, that is,
              when the Backup icon on the ARCserve Manager Quick Access
              screen is clicked, the workstation hangs with an hourglass
              displayed indefinitely.

In both cases, follow the steps below.

RESOLUTION:
1) Verify that the network drivers meet the following minimum requirements:
	IPX 	  =   3.10 or greater
	IPXODI	  =   2.10 or greater
	NETX.EXE  =   3.26 or greater
	VLM.EXE	  =   1.10 or greater
	LSL.COM	  =   2.01 or greater

NOTE:  The latest drivers may be obtained from CompuServe (GO NOVFILES).

2) Verify that a TSR called TBMI.COM or TBMI2.COM is NOT loaded on the
   workstation.  These files would normally be loaded from the AUTOEXEC.BAT.  TBMI2 is intended for users running programs which use the IPX or SPX communications protocol from the DOS prompt in Windows (standard or real mode).  TSRs running under DOS prompts in Windows Enhanced mode do not need TBMI2, since VIPX.386 will track IPX and SPX functions. If no DOS applications are being run in Standard mode that require IPX or SPX support, then neither of these programs are required.

3) When running Windows for Workgroups, if there is no frame type specified
   in the workstation's PROTOCOL.INI file, the Device Management screen on
   the workstation will display blank entries.  If the workstation is
   running Windows for Workgroups, please refer to document number 12010.

4) Verify that the VIPX.386 driver is present on the "NETWORK=" line in
   the SYSTEM.INI file (in the \WINDOWS directory) under the [386Enh]
   section.  It should appear as follows:

	network=*vnetbios,vnetware.386,vipx.386.

   VIPX.386 (the Virtual IPX 386 Enhanced Mode VXD Driver) is required for
   Windows to work correctly with the current IPX based protocol shells
   for Windows 3.x.  If the this Enhanced mode driver is not loaded, there
   will be numerous other network connectivity problems.  This driver
   should always be loaded from the SYSTEM.INI file when using the Novell
   client shells for Windows.

5) Make sure that the Windows SETUP.EXE program displays the network
   shell version as "Novell NetWare (shell version 3.26 and above)".

6) Verify that the ARCserve versions running on the server and the
   workstation are the same.  If ARCserve has been updated recently,
   verify that the Manager has been updated correctly.  By default,
   the ARCserve update programs only update the Manager directory
   on the file server.  If the Manager is running from a
   workstation's local hard drive, then the update program must be
   run twice.  The version histories must be the same for the ARCserve
   Manager and the NLM's.
-----------------------------------------------------------------------
After clicking the Backup icon, or when exiting Windows, the workstation
displays the "Black Screen of Death" (this refers to a blank screen with
a blinking cursor in the upper left-hand corner).

PROBLEM: The workstation displays the Black Screen of Death after
         clicking on the BACKUP Icon from the ARCserve Manager Quick
         Access window.  The Black Screen of Death may also occur when
         exiting Windows.

EXPLANATION: The exact cause of these errors has never been definitively
             determined.  As any user of Windows and NetWare knows, the
             Black Screen of Death problem is not confined to ARCserve,
             but the error can be remedied.

RESOLUTION:
1)  Make sure that the latest network drivers are being used.  They may
    be obtained from CompuServe (GO NOVFILES).  For this problem, the
    most important drivers concerned are those that are relates to Windows.
    These include NETWARE.DRV and VIPX386.SYS.  To install these new drivers,
    follow the instructions in the text files included with the updates.

2)  Verify that the ARCserve Server and Manager versions are the same.
    This can be done by typing MODULES at the file server, and by clicking
    HELP and About ARCserve at the workstation.

3)  Verify that BREQUEST.EXE is version 6.10c or later.

4)  If BREQUEST.EXE is being loaded by the WINSTART.BAT file, delete
    this file and load BREQUEST.EXE from the command line or from the
    AUTOEXEC.BAT file.

5)  If necessary, reinstall the ARCserve Manager.
-----------------------------------------------------------------------
GENERAL PROTECTION FAULT  ISSUES

General Protection Faults

Windows' General Protection Faults, or GPFs, are familiar to any
regular Windows user.  The causes for them vary from application to
application but, most often, they are simply a matter of Windows
attempting to use memory that is already in use by another application.
-----------------------------------------------------------------------
General Protection Fault in ARCSERVE.EXE

PROBLEM: General Protection Fault in Module ARCSERVE.EXE at <memory
         address>.

EXPLANATION: This error occurs after clicking the Job Queue icon in
             the ARCserve Manager Quick Access screen. This usually
             indicates that the Job Queue has somehow been corrupted.

RESOLUTION: The Job Queue must be re-created.  This can be done by
            reinstalling ARCserve, or by downloading the ARCserve
            Utilities and executing the ASCREAT5.EXE file.  These
            utilities may be obtained from any of Cheyenne's On-Line
            Services by downloading a file called AD0067.ZIP.
-----------------------------------------------------------------------
General Protection Fault in ASCORE.DLL

PROBLEM: ARCserve caused a general protection fault in module ASCORE.DLL
         at 0006:095E.

EXPLANATION:  This error occurs when running the ARCserve 5.01d Manager.
              It happens when Quick Start is used to create an Auto Pilot
              job, and the job is then modified and resubmitted to the
              queue.  This problem does not occur if the job is not
              created using Quick Start.

RESOLUTION:  This problem has been addressed by the ARCserve 5.01e
             release.  Refer to document number 12018 for more information
             on obtaining this upgrade.
-----------------------------------------------------------------------
General Protection Fault in CRPE.DLL

PROBLEM:  Clicking on the ARCserve Manager Icon produces a GPF in CRPE.DLL

EXPLANATION: The CRPE.DLL is the ARCserve Crystal Reports DLL.  This
             error occurs when the DLL has become corrupt.

RESOLUTION: Expand the file CRPE.DL_ from the ARCserve diskettes using
            the DOS EXPAND utility, and replace the corrupt DLL.

