Appendix C. Troubleshooting
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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. Open a Support Ticket
C.1.4. Open a Support Ticket via Email
C.1.5. Getting Updates for all Company Support Tickets
C.1.6. Support Severity Level Definitions

C.2. Support Tools

C.2.1. Generating Diagnostic Information
C.2.2. Generating Advanced Diagnostic Information
C.2.3. Using tungsten_upgrade_manager

C.3. Error/Cause/Solution

C.3.1. MySQL is incorrectly configured
C.3.2. WARNING: An illegal reflective access operation has occurred
C.3.3. element 'mysql_readonly' not found in path
C.3.4. Latency is high: master:ONLINE, progress=41331580333, THL latency=78849.733
C.3.5. Backup/Restore is not bringing my host back to normal
C.3.6. Attempt to write new log record with equal or lower fragno: seqno=3 previous stored fragno=32767 attempted new fragno=-32768
C.3.7. Triggers not firing correctly on Replica
C.3.8. ERROR backup.BackupTask Backup operation failed: null
C.3.9. cctrl reports MANAGER(state=STOPPED)
C.3.10. Starting replication after performing a restore because of an invalid restart sequence number
C.3.11. WARN [KeepAliveTimerTask] - Error while sending a KEEP_ALIVE query to connection.
C.3.12. [S1000][unixODBC][MySQL][ODBC 5.3(w) Driver]SSL connection error: unknown error number [ISQL]ERROR: Could not SQLConnect
C.3.13. MySQL 8.0+, User Roles and Smartscale
C.3.14. Connector shows errors with "java.net.SocketException: Broken pipe"
C.3.15. Services requires a reset
C.3.16. trepctl status hangs
C.3.17. Replicator reports an Out of Memory error
C.3.18. Backup agent name not found: xtrabackup-full
C.3.19. ERROR 1010 (HY000) at line 5094506: Error dropping database (can't rmdir './mysql-bin/', errno: 17)
C.3.20. ERROR >> host1 >> can't alloc thread
C.3.21. Too many open processes or files
C.3.22. Replicator fails to connect after updating password
C.3.23. Cluster remains in MAINTENANCE mode after tpm update
C.3.24. Replication latency very high
C.3.25. ERROR 2013 (HY000) at line 583: Lost connection to MySQL server during query
C.3.26. pendingExceptionMessage": "Unable to update last commit seqno: Incorrect datetime value: '2025-03-13 02:02:26' for column 'update_timestamp' at row 1
C.3.27. Lots of entries added to replicator log
C.3.28. Error: could not settle on encryption_client algorithm
C.3.29. Unable to update the configuration of an installed directory
C.3.30. ERROR 1580 (HY000) at line 5093787: You cannot 'DROP' a log table if logging is enabled
C.3.31. The Primary replicator stopped with a JDBC error.
C.3.32. Replicator runs out of memory

C.4. Known Issues

C.4.1. Triggers

C.5. Troubleshooting Timeouts

C.6. Troubleshooting Backups

C.7. Running Out of Diskspace

C.8. Troubleshooting SSH and tpm

C.9. Troubleshooting Data Differences

C.9.1. Identify Structural Differences
C.9.2. Identify Data Differences

C.10. Comparing Table Data

C.11. Troubleshooting Memory Usage

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

General notes on contacting and working with support and supplying information, see Section C.1, “Contacting Support”.
Error/Cause/Solution guidance on specific issues and error messages, and how the reason can be identified and resolved, see Error/Cause/Solution.
Additional troubleshooting for general systems and operational issues.

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B.5. Prerequisite Checklist	Home	C.1. Contacting Support

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