That portion of the error message isn't meaningful. There should be additonal lines in the logs.
You'll have to look into the logs to determine the real issue. the ems.log, and ems.out in the /app folder or the <hostname>.err in the /mysql/data folder are the places to start.
Gathering an infocollector and opening a support ticket is recommened.
If you just recently upgraded to 18.104.22.168 there is a chance that - if you were moving up from 4.1 or 5.1 - or even 6.0 of the NSM that the system is trying to use an older my.ini file. Back in the earlier versions of the NSM the my.ini (parameters file for mysql) were often stored at the root of the C: drive. Can also happen if - when you upgraded at some point to installed to new directories and did not delete the old ones.
When mysql starts it searches for the my.ini file for it's parameters.
If it happens to find the older version of my.ini before it finds the current one it can try to start with options that are no longer supported.
Perform a search on all drives that are on the server for the file 'my.ini'. There should only be TWO of them found.
If there are any others on the server they are no longer valid. If you find any others .. rename them to my.old
Then restart (stop/start) the mysql service and retest performing the backup.
You may need to reboot the server to clear out any cached settings.
Last note... please work with the customer to bring them up to version 22.214.171.124 or 126.96.36.199.
These are the most feature-rich and stable code versions of the NSP.
While there are hotfix patches for even these two stable releases they are relatively minor.
So in your scenario - complete the upgrade of the NSM to 188.8.131.52 (or 184.108.40.206.15 HF).
Uprade the sensors to 220.127.116.11.
From there your customer can upgrade to either 18.104.22.168 or 22.214.171.124.
A second note - If the customer is using one of the McAfee NSM Appliances:
Dell Models: PE1950 or R300
Intel Model: SR1695GPRX
They are authorized to request a free upgrade to Windows 2008 so that the appliance can run the 7.x code.
Here is a write up on how to request the kit and links to supporting KB documents and installation instructions. (they'll receive a hard copy of the install instructions with the kit.).
This procedure is a bios upgrade and a RE-IMAGE of the hard-drives on the appliance. So the most important step prior to the upgrade is to perform a good backup and store it somewhere OFF the appliances.
How can I upgrade my NSM appliance (Dell PE1950, Dell R300 and Intel Appliances) to Windows Server 2008 R2?Windows 2008 Upgrade Media Kits are available for NSM Appliances that are under a current McAfee Support Contract.
To request the Upgrade kit, use the form at http://www.mcafee.com/nsm-upgrade.
You will need to enter your Grant ID, NSM appliance serial number and shipping address.
You may need to reference your Grant letter for the Appliance to get the right GR# to use.
If you are not sure what the Grant # is then you can call into Support (Gold: 800-937-2237) (Platinum: 866-452-9443) and give your Product Specialist the serial number from your appliance. They will be able to look up and provide you with the current Grant# that you need for the form.
If you do not have physical access to the NSM to get the serial number you can remote in and get it by opening a command prompt and typing the following command:
"wmic bios get serialnumber" which will return the serial number of the appliance
For the NSM Appliances you can make some fairly solid assumptions based on the serial numbers…
If is in the BFTRTW3 format it is a Dell Server. (that is the standard Dell Asset # format)
If it is in the J0xxxxxxxx format it is an Intel Server.
You can then define it down to Model by also checking the BIOS version: (i.e.; Dell 1950 versus Dell R300 versus Intel)
(extract from the Win2008 Upgrade kit guide)
Run following command (from the DOS Command prompt) to get BIOS version information.
wmic bios get smbiosbiosversion
For intel appliance the pre-upgrade BIOS version is: “S2420GP.86B.1.0.42”
For intel appliance the post upgrade BIOS version is: “S2420GP.86B.1.0.49”
For Dell appliances the pre-upgrade BIOS versions are: 1.5.1 or 2.4.3 for PE1950, 1.3.0 for R300
For Dell appliances the post-upgrade BIOS versions are: 2.7.0 for PE1950, 1.5.2 for R300
The submission form allows you up to 5 entries to enter serial/grant numbers but only 1 name and address section.
If you have geographically dispersed NSM’s you may want to enter separate requests so that the kits will be sent directly to the location of the appliance.
Once you press the submit button the request is sent to Order Ops to check the serial # for support and to then build and ship out the kit.
It will usually take from 7-10 business days for you to receive the kit.
Each kit is Unique.
The upgrade kit contains a full Windows2008 license that has been registered to that server’s Serial Number.
You will receive a new Microsoft Windows 2008 License (COA) Label to affix over the existing Windows 2003 COA label.
You will need a separate kit for each NSM appliance you wish to upgrade.
Once a USB has been used .. it cannot be re-used. Changes are made during the boot that result in it being a one-time operation.
Here are links to various KB Articles that have been created regarding the Windows 2008 R2 Upgrade.
KB73741 should be considered Required Reading because it describes how to enable Remote Desktop access, Drive mapping, and how to configure the included McAfee VirusScan to exclude the folders where you install the Network Security Manager Application and Database.
NOTE: These articles are viewable only by registered ServicePortal users. (Must be logged into ServicePortal to view)
TECHNICAL REFERENCE KB’s
KB73741: Network Security Manager Appliance Windows 2008 Upgrade Technical Reference
KB73745: Network Security Platform Manager Appliance [Intel] Windows 2008 tms.bat memory settings are incorrectly configured
AAPPLIANCE – WINDOWS 2008 R2 UPGRADE GUIDES
KB73743: How to upgrade Dell-built Network Security Manager Appliance models (PE1950 and R300) to Windows 2008 R2
KB73742: How to upgrade the Intel-based Network Security Manager Appliance (SR1695GPRX) Microsoft Windows 2008 R2
KB73739: How to upgrade the Network Security Manager Appliance (Dell built) to Microsoft Windows 2008 R2 (v1.6) in an MDR pair configuration
NOTE 2: The Appliance upgrade image includes a pre-installed 6.1 version of the NSM Software. This is intended only for example, testing, and Proof-of-Concept deployments. You should not attempt to upgrade or use this default installation in your production environment because the usernames and passwords are all default admin/admin123. Uninstall the included version and delete the NSM and MySQL directories. If you had backed up your existing NSM before the upgrade now is the time to re-install the same version of NSM you were running prior to the reimage of the server. Then restore your backup and verify all is working as before. Once that is completed you then can upgrade to the 7.1 or 7.5 NSM application.