Basic troubleshooting
Password problems
Administrator users may reset passwords for operator users.
If the administrator credentials are accidentally lost, it is possible to reset the administrator password
using the account “hpresetpassword”. This account is also password protected, and it can only be used
from the console. It is recommended that you change this password after installation and store it in an
offline Password Security tool. See the StoreOnce System CLI Reference guide for more details.
Pulling a Support Ticket
A support ticket is a snapshot in time of the StoreOnce System, showing the configuration, status and
health of the product, as well as historical events for use with troubleshooting the product. The support
ticket also contains lower-level trace logs for the use of Hewlett Packard Enterprise engineers.
If a kernel crash occurs, an automatic ticket will be generated. A ticket will be produced with the filename:
tkt_<datestamp>_<crashed nodename>.zip
Administrators can manually collect a support ticket in two ways from the StoreOnce System:
• From the StoreOnce GUI. See Support Ticket (administrators only) on page 184.
• From the StoreOnce CLI. See the StoreOnce System CLI Reference Guide.
Licensing problems
The Instant-on demo license may be enabled when the system is configured. This license enables
StoreOnce Catalyst and Replication for 90 days.
To continue using these features, separate licenses must be purchased for StoreOnce Catalyst and
Replication and applied within the 90–day period. If they are not, data is not lost but:
• Replication: Replication Target libraries will continue receiving replicated data, however, you will
receive notification every 24 hours that your license has expired.
• Catalyst: StoreOnce Catalyst stores will still be available as target devices for backup, however, you
will receive notification every 24 hours that your license has expired.
Use StoreOnce CLI commands to show the current license status and apply the demo and individual
licenses. See the StoreOnce System CLI Reference Guide and License management on page 188 for
more information.
Multiple users
The StoreOnce System Management Console supports multiple GUI and CLI sessions. However, we
recommend:
234 Basic troubleshooting
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