Appendix A. Troubleshooting

Table of Contents

A.1. Contacting Support
A.1.1. Support Request Procedure
A.1.2. Creating a Support Account
A.1.3. Generating Diagnostic Information
A.1.4. Open a Support Ticket
A.1.5. Open a Support Ticket via Email
A.1.6. Getting Updates for all Company Support Tickets
A.1.7. Support Severity Level Definitions
A.2. Error/Cause/Solution
A.2.1. Starting replication after performing a restore because of an invalid restart sequence number
A.2.2. Attempt to write new log record with equal or lower fragno: seqno=3 previous stored fragno=32767 attempted new fragno=-32768
A.2.3. [S1000][unixODBC][MySQL][ODBC 5.3(w) Driver]SSL connection error: unknown error number [ISQL]ERROR: Could not SQLConnect
A.2.4. Replicator fails to connect after updating password
A.2.5. trepctl status hangs
A.2.6. Replication latency very high
A.2.7. The master replicator stopped with a JDBC error.
A.2.8. Error: could not settle on encryption_client algorithm
A.2.10. Backup agent name not found: xtrabackup-full
A.2.11. Replicator runs out of memory
A.2.12. cctrl hangs
A.2.13. element 'mysql_readonly' not found in path
A.2.14. ERROR 2013 (HY000) at line 583: Lost connection to MySQL server during query
A.2.15. ERROR 1010 (HY000) at line 5094506: Error dropping database (can't rmdir './mysql-bin/', errno: 17)
A.2.16. Too many open processes or files
A.2.17. Connector shows errors with " Broken pipe"
A.2.18. Replicator reports an Out of Memory error
A.2.19. Event application failed: seqno=20725782 fragno=0 message=java.sql.SQLDataException: Data too long for column 'eventid' at row 1
A.2.20. pendingExceptionMessage": "Unable to update last commit seqno: Incorrect datetime value: '2016-03-13 02:02:26' for column 'update_timestamp' at row 1
A.2.21. Backup/Restore is not being my host back to normal
A.2.22. MySQL is incorrectly configured
A.2.23. Lots of entries added to replicator log
A.2.24. Triggers not firing correctly on slave
A.2.25. Unable to update the configuration of an installed directory
A.2.26. Latency is high: master:ONLINE, progress=41331580333, THL latency=78849.733
A.2.27. Services requires a reset
A.2.28. ERROR 1580 (HY000) at line 5093787: You cannot 'DROP' a log table if logging is enabled
A.2.29. cctrl reports MANAGER(state=STOPPED)
A.2.30. WARN [KeepAliveTimerTask] - Error while sending a KEEP_ALIVE query to connection.
A.3. Known Issues
A.3.1. Triggers
A.4. Troubleshooting Timeouts
A.5. Troubleshooting Backups
A.6. Running Out of Diskspace
A.7. Troubleshooting SSH and tpm
A.8. Troubleshooting Data Differences
A.8.1. Identify Structural Differences
A.8.2. Identify Data Differences
A.9. Comparing Table Data
A.10. Troubleshooting Memory Usage

The following sections contain both general and specific help for identifying, troubleshooting and resolving problems. Key sections include: