Appendix C. Troubleshooting

Table of Contents

C.1. Contacting Support
C.1.1. Support Request Procedure
C.1.2. Creating a Support Account
C.1.3. Generating Diagnostic Information
C.1.4. Open a Support Ticket
C.1.5. Open a Support Ticket via Email
C.1.6. Getting Updates for all Company Support Tickets
C.1.7. Support Severity Level Definitions
C.2. Error/Cause/Solution
C.2.1. MySQL is incorrectly configured
C.2.2. Replicator reports an Out of Memory error
C.2.3. Event application failed: seqno=20725782 fragno=0 message=java.sql.SQLDataException: Data too long for column 'eventid' at row 1
C.2.4. Lots of entries added to replicator log
C.2.5. element 'mysql_readonly' not found in path
C.2.6. WARN [KeepAliveTimerTask] - Error while sending a KEEP_ALIVE query to connection.
C.2.7. [S1000][unixODBC][MySQL][ODBC 5.3(w) Driver]SSL connection error: unknown error number [ISQL]ERROR: Could not SQLConnect
C.2.8. Replicator fails to connect after updating password
C.2.9. trepctl status hangs
C.2.10. cctrl hangs
C.2.11. Unable to update the configuration of an installed directory
C.2.13. Latency is high: master:ONLINE, progress=41331580333, THL latency=78849.733
C.2.14. Replicator runs out of memory
C.2.15. Missing events, or events not extracted correctly
C.2.16. Connector shows errors with " Broken pipe"
C.2.17. ERROR 1580 (HY000) at line 5093787: You cannot 'DROP' a log table if logging is enabled
C.2.18. There were issues configuring the sandbox MySQL server
C.2.19. Too many open processes or files
C.2.20. Triggers not firing correctly on slave
C.2.21. Attempt to write new log record with equal or lower fragno: seqno=3 previous stored fragno=32767 attempted new fragno=-32768
C.2.22. Backup agent name not found: xtrabackup-full
C.2.23. Backup/Restore is not being my host back to normal
C.2.24. Services requires a reset
C.2.25. ERROR 1010 (HY000) at line 5094506: Error dropping database (can't rmdir './mysql-bin/', errno: 17)
C.2.26. Replication latency very high
C.2.27. pendingExceptionMessage": "Unable to update last commit seqno: Incorrect datetime value: '2016-03-13 02:02:26' for column 'update_timestamp' at row 1
C.2.28. cctrl reports MANAGER(state=STOPPED)
C.2.29. The master replicator stopped with a JDBC error.
C.2.30. ERROR 2013 (HY000) at line 583: Lost connection to MySQL server during query
C.2.31. Error: could not settle on encryption_client algorithm
C.2.32. Starting replication after performing a restore because of an invalid restart sequence number
C.3. Known Issues
C.3.1. Triggers
C.4. Troubleshooting Timeouts
C.5. Troubleshooting Backups
C.6. Running Out of Diskspace
C.7. Troubleshooting SSH and tpm
C.8. Troubleshooting Data Differences
C.8.1. Identify Structural Differences
C.8.2. Identify Data Differences
C.9. Comparing Table Data
C.10. Troubleshooting Memory Usage

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