For problems that are related to the Backint agent, provide the following information to Cloud Customer Care as soon as you can:
A complete and detailed description of the problem or error, including:
- The current application or system state.
- The date and time when the error occurred.
The SAP HANA version.
The SAP HANA node names and their roles. If the node names are different than the host VM names, include the corresponding VM names.
From each HANA node, an archive file of the Backint agent log and configuration files.
Use the following command to create the archive file, name it, and add the files:
find /usr/sap/[A-Z][A-Z0-9][A-Z0-9]/SYS/global/hdb/opt/backint/backint-gcs/ \( -name
parameters.txt-o -name "installation.log" -o -name \ "VERSION.txt" -o -name "logging.properties" -o -name "logs" \) | xargs tar -czf $(hostname)_backint.gz
A copy of the SAP HANA global.ini file.
A full system dump of the
SYSTEMDBand the tenant DB.
To create a system dump, see SAP Note 1732157 - Collecting diagnosis information for SAP HANA [VIDEO].
The account name and roles of the IAM service account that the Backint agent is using to access Cloud Storage.