Page 1 Symantec NetBackup Appliance Troubleshooting Guide Release 2.6.0.4 NetBackup 52xx, NetBackup 5030...
Page 2: Legal Notice
Copyright © 2014 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, the Checkmark Logo and NetBackup are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.
Page 3 Symantec Corporation 350 Ellis Street Mountain View, CA 94043 http://www.symantec.com...
Page 4: Technical Support
The Technical Support group also creates content for our online Knowledge Base. The Technical Support group works collaboratively with the other functional areas within Symantec to answer your questions in a timely fashion. For example, the Technical Support group works with Product Engineering and Symantec Security Response to provide alerting services and virus definition updates.
Page 5: Customer Service
■ Recent software configuration changes and network changes ■ Licensing and registration If your Symantec product requires registration or a license key, access our technical support Web page at the following URL: www.symantec.com/business/support/ Customer service Customer service information is available at the following URL: www.symantec.com/business/support/...
Page 6 Support agreement resources If you want to contact Symantec regarding an existing support agreement, please contact the support agreement administration team for your region as follows: Asia-Pacific and Japan customercare_apac@symantec.com Europe, Middle-East, and Africa semea@symantec.com North America and Latin America...
Page 7: Table Of Contents
Chapter 1 About using the Troubleshooting Guide ......11 About this guide ................11 About the intended audience ............12 About contacting Symantec Technical Support ........12 About troubleshooting the NetBackup Appliance ......... 13 Chapter 2 Best practices ..............17 About best practices ..............
Page 8 Contents Physical dimensions ............... 40 Power specifications ............... 40 Environmental specifications ............. 41 About the storage shelf front panel ........... 41 About the storage shelf rear panel ........... 44 Chapter 5 Working with log files ............48 About working with log files ............48 About using the Collect Log files wizard ..........
Page 9 Overview .................. 100 Removing and replacing the bezel ..........101 Removing and replacing NetBackup 5230 disk drives ......101 Removing and installing a NetBackup 5030 or NetBackup 5230 power supply ................104 Removing and replacing NetBackup 5220 Appliance storage drives ................. 107 Removing and replacing a NetBackup 5220 Appliance power supply ................
Page 10 Contents Chapter 11 Disaster Recovery .............. 114 About disaster recovery ............... 114 Disaster recovery best practices ............ 115 Disaster recovery scenarios ............115 Appliance sustained power interruption ........116 Appliance hardware failure ............. 119 Appliance storage disk failure ..........122 Complete loss of appliance with recoverable operating system drives and attached storage disks ........
Page 11: About Using The Troubleshooting Guide
About troubleshooting the NetBackup Appliance ■ About this guide This guide provides the information to troubleshoot the Symantec NetBackup Appliances with the appliance software version 2.6.0.x. This guide provides steps to troubleshoot the NetBackup Appliance using the NetBackup Appliance Web Console and the NetBackup Appliance Shell Menu.
Page 12: About The Intended Audience
NetBackup problems. You can access Technical Support at the following URL: www.symantec.com/business/support/ You can also visit the Symantec TV website to view training videos about the features of NetBackup Appliance. https://www.symantec.com/tv/allvideos/ When you report an issue to Symantec support, keep the following information at...
Page 13: About Troubleshooting The Netbackup Appliance
Tools icon, it is important that you can define the problem and collect any supporting information. When you reach this point, you should contact Symantec Technical Support. A technical support representative works with you to diagnose the problem and produce a satisfactory resolution.
Page 14 53. If you can easily access the appliance hardware, you can identify the ■ issues using LEDs. For more information about LED locations and interpreting them, refer to the Symantec NetBackup 5230 Appliance Hardware Installation and Initial Configuration Guide...
Page 15 About using the Troubleshooting Guide About troubleshooting the NetBackup Appliance Steps for troubleshooting NetBackup appliance problems (continued) Table 1-1 Step Action Description Step 2 Identify what you were doing, Ask the following questions: when the problem occurred What operation was tried? ■...
Page 16 “Viewing log files using the Support command” on page 51. Step 6 Contact Technical Support The Symantec Technical Support website has a wealth of information that can help you solve NetBackup problems. Access Technical Support at the following URL: www.symantec.com/business/support/ “About contacting Symantec Technical Support”...
Page 17: Best Practices
Chapter Best practices This chapter includes the following topics: About best practices ■ Locating the NetBackup Appliance serial number ■ About Fibre Channel HBA card configuration verification ■ About Notification settings ■ About the IPMI sub-system ■ About password management and recovery ■...
Page 18 Best practices About best practices Sections in the best practices chapter (continued) Table 2-1 Section Description Link About Fibre Channel HBA This section provides the “About Fibre Channel card configuration verification steps to verify the installation HBA card configuration and configuration of a SAN verification”...
Page 19: Locating The Netbackup Appliance Serial Number
NetBackup Appliance Hardware platform, for example - 5220, 5230 ■ Version of the NetBackup Appliance installed on the appliance, for example ■ - 2.6 Serial number of the NetBackup Appliance ■ For more information, refer to the Symantec NetBackup Appliance Administrator's Guide.
Page 20: Locating Hardware Serial Numbers
||NetBackup 5230 |Symantec |abc123serno |+--------------------------------------------------------------+| +---------------------------------------------------------------+ For more information, refer to the Symantec NetBackup Appliance Command Reference Guide. “About best practices” on page 17. Locating hardware serial numbers If you cannot connect to the appliance or the storage shelf you can locate the serial numbers from the actual hardware.
Page 21 The label is on a thin metal strip near the IPMI port. The serial number of the Symantec Storage Shelf is located on the rear panel of the storage shelf. On the right side of the shelf pull the white tab from the storage...
Page 22: About Fibre Channel Hba Card Configuration Verification
Best practices About Fibre Channel HBA card configuration verification Earlier models may have two numbers. The HOST number applies to an appliance, which you can disregard. In these models the STORAGE number is the serial number for the storage shelf. About Fibre Channel HBA card configuration verification After you install and configure a Fibre Channel HBA card on the appliance as Fibre...
Page 23: About Notification Settings
(or the Call Home data) to Symantec AutoSupport server periodically at an interval of 15 minutes. If the appliance encounters an error state, all hardware logs from past three days are gathered along with the current log. The logs are then uploaded to the Symantec...
Page 24: About The Ipmi Sub-System
If /log/upload/<date> there is a problem with a piece of hardware, you might want to contact Symantec Technical Support. The Technical Support engineer uses the serial number of your appliance and assesses the hardware status from the Call Home data.
Page 25: About Password Management And Recovery
Configuration section from the Symantec NetBackup Appliance Administrator's Guide. About password management and recovery Symantec understands that there may be situations where you need to recover your administrator (admin) password. Password recovery for users can be approached based on the following approaches:...
Page 26: About Ipv4-Ipv6-Based Network Support
Best practices About IPv4-IPv6-based network support About IPv4-IPv6-based network support NetBackup appliances are supported on a dual stack IPv4-IPv6 network and can communicate with IPv6 clients for backups and restores. You can assign an IPv6 address to an appliance, configure DNS, and configure routing to include IPv6 based systems.
Page 27: About Enabling Bmr Options
Best practices About enabling BMR options Network File System (NFS) or Common Internet File System (CIFS) protocols ■ are supported over an IPv4 network on appliance. NFS or CIFS are not supported on IPv6 networks. The NetBackup client can now communicate with the media server appliance ■...
Page 28: Interpretation Of Some Of The Fields Of Vxprint Output From Netbackup Appliances
Interpretation of some of the fields of vxprint output from NetBackup Appliances Let us consider an example of a output from a NetBackup 5220 appliance vxprint running version 2.0.2 where a Symantec Storage Shelf is attached to the Base Unit: # vxprint Disk group: nbuapp TY NAME...
Page 29: About Deleting Ldap Or Active Directory Users
The user name that you have entered is not valid. Enter a valid user name. For more information refer to the Symantec NetBackup™ Appliance Security Guide. “About best practices” on page 17.
Page 30: About Software Troubleshooting Tools
Chapter About Software Troubleshooting Tools This chapter includes the following topics: Tools for troubleshooting the NetBackup Appliance ■ Troubleshooting and tuning Appliance from the Appliance Diagnostics Center ■ About NetBackup support utilities ■ About changing VxAT properties ■ Tools for troubleshooting the NetBackup Appliance This chapter describes the tools and commands used to diagnose the issues faced by your NetBackup Appliance, it includes the following sections: Sections in the Software Troubleshooting Tools chapter...
Page 31: Troubleshooting And Tuning Appliance From The Appliance Diagnostics Center
About changing VxAT This section describes the “About changing VxAT properties script used to configure the properties” on page 38. Symantec Product Authentication Service (AT) Server parameters “About this guide” on page 11. Troubleshooting and tuning Appliance from the Appliance Diagnostics Center You can troubleshoot multiple failures and resolve issues in the NetBackup Appliance by using some interactive self-repair wizards in the Appliance Diagnostics Center.
Page 32 Call Home is enabled, the Call Home proxy server (or proxy server) is enabled, and if Appliance, proxy server, and the Symantec Call Home server can communicate. Click Check Disk Use this wizard to troubleshoot disk storage issues, tuning, and Configuration availability.
Page 33 You can choose to email the log files to recipients, download to your computer, or upload them to Symantec Support. Review the following points if you want to email the log files: SMTP must be configured for emailing the logs. You can ■...
Page 34 About Software Troubleshooting Tools Troubleshooting and tuning Appliance from the Appliance Diagnostics Center Log files collected by the Collect Logs Wizard Table 3-2 Log Type What is collected? NetBackup Logs created by the NetBackup Copy Logs tool (nbcplogs). These include the following: NetBackup legacy logs ■...
Page 35 About Software Troubleshooting Tools Troubleshooting and tuning Appliance from the Appliance Diagnostics Center Log files collected by the Collect Logs Wizard (continued) Table 3-2 Log Type What is collected? Appliance Appliance logs including upgrade, hardware, event logs and so on. The following Appliance logs are collected: hostchange.log, selftest_report* ■...
Page 36: About Netbackup Support Utilities
Ensuring that the connectivity between NetBackup hosts and the appliance is ■ established and functional based on their role within the NetBackup domain Generating the reports that are meant for Symantec Technical Support. ■ The NBDNA utility provides the following types of information in its output:...
Page 37 NBU Minor Version: 1 NBU Patch Type: GA NBU GlobDB Host: "host name" Is GlobDB HOST? No UNAME: Hostname: sample.name.symantec.com Host's Platform: Linux Perl Architecture: Linux Initialization completed in 14.040101 seconds. Brief Description of What It Does (for type 1): ---------------------------------------------------- 1) Perform basic self checks.
Page 38: Netbackup Support Utility (Nbsu)
Guide describes when you would use this utility, as well as how to run it. “Tools for troubleshooting the NetBackup Appliance” on page 30. About changing VxAT properties When troubleshooting your appliance, you may need to configure the Symantec Product Authentication Service (AT) Server parameters. You can update these parameters using the script.
Page 39: About The Symantec Storage Shelf
■ Understanding the Symantec Storage Shelf The Symantec Storage Shelf is a 3U, RAID-compatible, 16 drive expansion system. Symantec Storage Shelves are used to provide additional storage for NetBackup 5230, 5220, and 5030 Appliances. Storage shelves support the backup and RAID management functionality that is installed in the NetBackup appliance.
Page 40: Symantec Storage Shelf Specifications
“About the storage shelf rear panel” on page 44. “About the Symantec Storage Shelf” on page 39. Symantec Storage Shelf specifications This section provides general specifications for the Symantec Storage Shelf. “Physical dimensions” on page 40. “Power specifications” on page 40.
Page 41: Environmental Specifications
40. About the storage shelf front panel The Symantec Storage Shelf front panel contains 16 drive slots. Each drive slot contains a drive bay, a drive release button, and two LEDs. The bay houses the drive module. The release button lets you remove the drive from the storage shelf.
Page 42 About the Symantec Storage Shelf About the storage shelf front panel Front panel Figure 4-1 Front panel LED detail Figure 4-2 Storage shelf front panel LEDs Table 4-1 Number Element Steady Flashing Green Amber Green Power LED System off Normal —...
Page 43 About the Symantec Storage Shelf About the storage shelf front panel Storage shelf front panel LEDs (continued) Table 4-1 Number Element Steady Flashing Green Amber Green Heartbeat LED System off. — Normal. Indicates — — Storage shelf has that a connection...
Page 44: About The Storage Shelf Rear Panel
39. About the storage shelf rear panel The Symantec Storage Shelf contains two I/O modules and two power supplies. The I/O modules make the storage capacity in the storage shelf available to the RAID controller in the NetBackup Appliance. This section provides the information about the I/O modules and power supplies.
Page 45 About the Symantec Storage Shelf About the storage shelf rear panel Storage shelf I/O module Figure 4-5 Storage shelf I/O module components Table 4-3 Number Component Description I/O port Reserved for troubleshooting. SAS_IN port LED Indicates the status of the SAS_IN port.
Page 46 Latch Secures the module in the storage shelf. The Symantec Storage Shelf has two power supplies that are installed side-by-side in the rear panel. The power supplies use load balancing to provide power to the storage shelf during normal operation. If one power supply fails, the other automatically takes up the entire load.
Page 47 About the Symantec Storage Shelf About the storage shelf rear panel Power Supply LED states (continued) Table 4-4 Color State Power supply has failed. “Understanding the Symantec Storage Shelf” on page 39. “Symantec Storage Shelf specifications” on page 40. “About the storage shelf front panel”...
Page 48: Working With Log Files
Chapter Working with log files This chapter includes the following topics: About working with log files ■ About using the Collect Log files wizard ■ Viewing log files using the Support command ■ Locating NetBackup Appliance log files using the Browse command ■...
Page 49 Working with log files About working with log files Viewing log files Table 5-1 From... Using... Logs collected.. NetBackup Appliance Web You can use the Collect Log Logs created by the ■ Console files wizard from the NetBackup NetBackup Copy Logs Appliance Web Console to collect tool (nbcplogs) log files from an appliance.
Page 50 Working with log files About working with log files Viewing log files (continued) Table 5-1 From... Using... Logs collected.. NetBackup Appliance You can use the Main > NetBackup Appliance unified Shell Menu logs: Support > Logs > VxLogView Module ■ ModuleName commands to ■...
Page 51: About Using The Collect Log Files Wizard
You can collect log files from a 52x0 Appliance. After you have generated the log files you can email them to recipients, download them to your computer, or upload them to Symantec Support. For information about the Appliance Diagnostics Center, See “Troubleshooting and tuning Appliance from...
Page 52 > > commands to do the following: Main_Menu Support Logs Upload the log files to Symantec Technical Support. ■ Set log levels. ■ Export or remove CIFS and NFS shares. ■ Note: The NetBackup Appliance VxUL logs are no longer archived by a cron job, or a scheduled task.
Page 53: Locating Netbackup Appliance Log Files Using The Browse Command
Working with log files Locating NetBackup Appliance log files using the Browse command Locating NetBackup Appliance log files using the Browse command Table 5-2 provides the location of the logs and the log directories that are accessible with the command. Support >...
Page 54: Gathering Device Logs With The Datacollect Command
DataCollect Main > Support gather device logs. You can share these device logs with the Symantec Support team to resolve device-related issues. Along with the operating system, IPMI, and storage logs, the DataCollect command now collects the following logs as well: Patch logs ■...
Page 55 Working with log files Gathering device logs with the DataCollect command Enter the command to gather storage device logs. DataCollect The appliance initiates the following procedure: appliance123.Support > DataCollect Gathering release information Gathering dmidecode logs Gathering ipmitool sel list logs Gathering fwtermlog logs Gathering AdpEventLog logs Gathering smartctl logs...
Page 56: Gathering Information For Netbackup-Java Applications
DataCollect.zip Main > Support command. > Logs > Share Open You can send the file to the Symantec Support team to DataCollect.zip resolve your issues. “About working with log files” on page 48. Gathering information for NetBackup-Java...
Page 57: Enabling And Disabling Vxms Logging
The following procedures explain how to enable or disable VxMS logging from the NetBackup Appliance Shell Menu. Note: Due to the size of the VxMS logs, Symantec recommends that you only enable VxMS logging when it is necessary to troubleshoot an issue. Disable VxMS logging again when the issue is resolved.
Page 58 Working with log files Enabling and disabling VxMS logging To enable VxMS logging From the view of the NetBackup Appliance Shell Menu, run Support > Logs the following command: SetLevel VxMS 1 Verify that VxMS logging has been enabled with the command.
Page 59: Chapter 6 Troubleshooting The Netbackup Appliance Setup And Configuration Issues
Chapter Troubleshooting the NetBackup Appliance setup and configuration issues This chapter includes the following topics: Troubleshooting the appliance setup and configuration issues ■ About troubleshooting appliance installation and upgrade problems ■ Troubleshooting appliance configuration problems ■ Resolving a boot order change problem ■...
Page 60: About Troubleshooting Appliance Installation And Upgrade Problems
Troubleshooting the NetBackup Appliance setup and configuration issues About troubleshooting appliance installation and upgrade problems Sections in troubleshooting the appliance setup and configuration Table 6-1 issues Section Description Links About troubleshooting This section provides the “About troubleshooting appliance installation and steps to troubleshoot appliance installation and upgrade problems...
Page 61: Troubleshooting Appliance Configuration Problems
Troubleshooting the NetBackup Appliance setup and configuration issues Troubleshooting appliance configuration problems Steps for troubleshooting installation problems. (continued) Table 6-2 Step Action Description Step 2 Resolve network Determine if the problem is related to general network communications. problems. The following topics describe the specific problems that you may encounter. Troubleshooting appliance configuration problems Use the following steps to check for problems after an initial configuration or after changes are made to an existing configuration.
Page 62: Resolving A Boot Order Change Problem
Resolving a boot order change problem The following situations can cause the boot order to change, which can prevent the appliance from booting up. A new Symantec Storage Shelf is connected to an appliance that is currently in ■ use.
Page 63 Connect a monitor to the VGA port on the appliance. Connect a keyboard to one of the USB ports on the appliance. Make sure that the Symantec Storage Shelf is connected to the appliance and is turned on. Restart the appliance by turning off the power, then turn it on again.
Page 64 Troubleshooting the NetBackup Appliance setup and configuration issues Resolving a boot order change problem On the Boot Options screen, press the down arrow key until Hard Disk Order is highlighted, then press Enter. On the following screen, press the up or down arrow key until Boot Option #1 is highlighted, then press Enter.
Page 65 Troubleshooting the NetBackup Appliance setup and configuration issues Resolving a boot order change problem When the Boot Option #1 popup appears, select ICHx/ESB2 Embedded RAID and press Enter.
Page 66: About A Login Error Message That Does Not Go Away
Troubleshooting the NetBackup Appliance setup and configuration issues About a login error message that does not go away Return to the Boot Options tab by pressing ESC. The correct boot order should now appear with the ICHx/ESB2 Embedded RAID set as Boot Option #1. Press F10 to save this configuration and exit from the setup.
Page 67: Failure To Complete Role Configuration When Netbackup Appliance Directory Is Down
Troubleshooting the NetBackup Appliance setup and configuration issues Failure to complete role configuration when NetBackup Appliance Directory is down To determine why an error message does not go away after a period of time Open the command-line shell on the appliance. Use the following sequence of commands to navigate to the Processes view.
Page 68 Troubleshooting the NetBackup Appliance setup and configuration issues Failure to complete role configuration when NetBackup Appliance Directory is down Note: This error can be observed for the media server Deduplication appliance as well. When role configuration fails and displays the following message: Appliance>...
Page 69 - [Error] Could not configure the appliance. To resolve the issue restart the appliance and try again. If the issue is not resolved, perform a factory reset and try again. If the issue persists contact Symantec Technical Support. Note: Always ensure that the NetBackup processes are up and running before you perform a Role Configuration.
Page 70: Chapter 7 Troubleshooting Generic Issues
Chapter Troubleshooting generic issues This chapter includes the following topics: Troubleshooting generic issues ■ Troubleshooting target mode port from the client ■ Troubleshooting failure to connect to a media server and create storage unit ■ Troubleshooting possible issues to enable or disable the SAN Client Fibre ■...
Page 71: Troubleshooting Generic Issues
Troubleshooting generic issues Troubleshooting generic issues Troubleshooting generic issues This chapter includes sections to help you troubleshoot Low Priority, High Priority, and Critical issues. The following types of issues are included in this chapter: Low priority issues Table 7-1 Section Link Troubleshooting target mode port from the “Troubleshooting target mode port from...
Page 72: Troubleshooting Target Mode Port From The Client
Troubleshooting generic issues Troubleshooting target mode port from the client Critical issues Table 7-3 Section Link NetBackup deduplication disk pool or disk “NetBackup deduplication disk pool or volume intermittently goes to a DOWN state disk volume intermittently goes to a DOWN state”...
Page 73 Direct-Access ANSI SCSI revision: 02 Note: If the command works, Symantec nbftconfig -rescanclient client recommends that you still go to the client system and verify that the operating system can detect the SCSI devices. It's possible that the output that is received...
Page 74 Troubleshooting generic issues Troubleshooting target mode port from the client Again, the expected entries are missing. At this time, Symantec recommends that you reload the FC HBA driver, with and then qla2xxx rmmod qla2xxx modprobe . Reloading the driver may correct your issue. In this example, reloading qla2xxx the driver corrected the issue because the driver had not been previously loaded.
Page 75 VPD INQUIRY: Device Identification page Designation descriptor number 1, descriptor length: 55 id_type: T10 vendor identification, code_set: ASCII associated with the addressed logical unit vendor id: SYMANTEC vendor specific: FATPIPE 1.0 Testsys.enx1.symantec.com appsanclient1:~ # sg_inq -I /dev/sg4 VPD INQUIRY: Device Identification page...
Page 76: About Fibre Transport Media Server Verification
Troubleshooting failure to connect to a media server and create storage unit 04/27/11 13:58:25.822 [AddDevice] /dev/sg4 Inquiry "SYMANTECFATPIPE 1.1 nbapp36.engba.symantec.com" TargetHBA:LUN:InitiatorHBA = 1:1:0x40 State = 1 RefCount = 0 About Fibre Transport media server verification After you install and configure a Fibre Transport (FT) media server, you can use >...
Page 77: Troubleshooting Possible Issues To Enable Or Disable The San Client Fibre Transport
..cannot connect on socket - CORBA transient error(3000001) To resolve the self-test failure when NetBackup configuration and operation are tested: Stop all of the NetBackup services. Stop the Symantec Private Branch Exchange (PBX). Start the Symantec Private Branch Exchange (PBX). Start the NetBackup daemons.
Page 78: About Troubleshooting A Corrupt Storage Partition
Symantec recommends that you stop any unnecessary processes that consume memory and add more swap space or physical memory. For more information about this issue, see the following tech note on the Symantec Support website:https://www.symantec.com/docs/TECH87179 “Troubleshooting generic issues”...
Page 79 Not Accessible. Symantec recommends that you contact Symantec Technical Support for your appliance as this type of issue is a Storage Foundation escalation. Symantec recommends that you do not attempt to remove or reformat the volumes because that can render the file system unrecoverable.
Page 80: About Troubleshooting Factoryreset Problems
2.6. If you want the latest version of the appliance software on your appliance you can install the latest software version from the USB flash drive. Contact Symantec Technical Support for the latest version of the appliance software.
Page 81: Discard Raid Preserved Cache After Performing A Factory Reset
2.5.1. You must reset or reimage the appliance to version 2.5 and then reinstall the version 2.5.1 release update. “About contacting Symantec Technical Support” on page 12. Discard RAID preserved cache after performing a...
Page 82: Troubleshooting Ipv6 Network Problems
71. Troubleshooting IPv6 network problems You can use the following procedure to troubleshoot problems with IPv6 networks. If you need further assistance at any point, contact Symantec Technical Support. Possible issues include: The IPv6 network is not configured properly.
Page 83 Troubleshooting generic issues Troubleshooting IPv6 network problems To troubleshoot an IPv6 network error Verify that the IPv6 interface has a global address. Run the following command in the NetBackup Appliance Shell Menu: Main_Menu > Network > Show Configuration In the output, under one of the headings ( , etc.), look for an eth0...
Page 84: Reinstallation Of The Netbackup Appliance Software On A 5220 Can Fail
A reinstallation of the NetBackup Appliance software on a 5220 appliance may fail. The issue occurs because the database is backed up before the operating system is reinstalled. If you encounter this issue, contact your Symantec Support representative and have them reference DOC6035 to help resolve this issue. “Troubleshooting generic issues”...
Page 85: Failed To Perform The Appliance Factory Reset Operation On A Media Server
SLP backup images, perform the factory reset operation. For more information on manually cleaning up the SLP-based storage, refer to the SLP Parameters properties section in the Symantec NetBackup™ Administrator's Guide and tech note TECH150431. If you select Yes, and continue with the factory reset, the reconfiguration of the same media server may fail.
Page 86: Failed To Boot Netbackup 5220 Appliance Due To The Missing Embedded Raid Controller Information
Troubleshooting generic issues Failed to boot NetBackup 5220 appliance due to the missing embedded RAID controller information Failed to boot NetBackup 5220 appliance due to the missing embedded RAID controller information This section troubleshoot the issue when a NetBackup 5220 Appliance does not boot with the following message: Waiting for /dev/disk/by-id/scsi-46000805E0000000-part2 The issue is caused when the embedded RAID controller information is not detected...
Page 87: Resolving An Fsck Test Failure
Troubleshooting generic issues Resolving an fsck test failure Resolving an fsck test failure If the appliance runs a file system check ( ) and the test fails, it asks the user fsck to fix the file system with more advanced options.
Page 88 Troubleshooting generic issues Resolving an fsck test failure Select the second line and press e again.
Page 89 Troubleshooting generic issues Resolving an fsck test failure Add the word single to the end of the command that appears on the next screen. Press Enter and then b to boot the system in single-user mode. Once the prompt is available, run on the affected file system with the fsck fsck...
Page 90 Troubleshooting generic issues Resolving an fsck test failure If the operation fails, the following error message appears: UNEXPECTED INCONSISTENCY; RUN fsck MANUALLY If you encounter this message, run the command to fsck -yv FileSystem manually. fsck For example, fsck -yv /dev/system/log You may see several messages similar to the following When the file system has been repaired, restart the appliance with the shutdown...
Page 91: Troubleshooting Hardware Issues
Chapter Troubleshooting Hardware Issues This chapter includes the following topics: Starting an appliance that does not turn on ■ Troubleshooting an amber drive status LED on the appliance ■ Troubleshooting a system drive that the management software does not identify ■...
Page 92 If a power supply LED is green, power is supplied. The LED on the ■ control panel may be faulty. Contact Symantec Technical Support. If a power supply LED is off or amber, power is not supplied to that ■...
Page 93: Troubleshooting An Amber Drive Status Led On The Appliance
Troubleshooting Hardware Issues Troubleshooting an amber drive status LED on the appliance Troubleshooting an amber drive status LED on the appliance Each NetBackup 5230 appliance drive has two LEDs along the left edge near the drive release latch. The top LED indicates the drive status. The bottom LED indicates drive activity.
Page 94: Troubleshooting A System Drive That The Management Software Does Not Identify
Check the activity LED (the bottom LED) on the left side of the drive cover. Verify that the drive is properly inserted in the bay. Reinsert the drive if necessary. If the activity LED is still amber, replace with a new drive from Symantec.
Page 95: Troubleshooting Appliance Power Supply Problems
Wait approximately three minutes for the drive to spin up. Check to see if the drive is scannable by the NetBackup Appliance Web Console, NetBackup Appliance Shell Menu, or the Symantec Remote Management tool. If both disk drives can be seen, the fault is removed.
Page 96: Troubleshooting System-Induced Shutdown
Troubleshooting Hardware Issues Troubleshooting system-induced shutdown You can also gather information about the power supply by viewing the LEDs ■ on the front and the rear panels of the unit. If the power button and LED on the front control panel is amber, one or both power supplies may be faulty. Check the LEDs on the power supplies on the back of the unit to determine which power supply is faulty.
Page 97 Troubleshooting Hardware Issues Troubleshooting system-induced shutdown AC power input to the power supplies is incorrect. ■ The power supply is faulty or in protection mode. ■ The CPU is in over-temperature protection mode. ■ To determine if the AC input to the power supplies is correct Check to see if the power button/LED on the control panel and the LED near each AC power socket are off.
Page 98: Troubleshooting System Status Led Issues
Troubleshooting Hardware Issues Troubleshooting system status LED issues If an alarm about the CPU overtemperature appears, several problems may be the cause including the following: Improper installation or damage of the air duct inside the chassis. ■ Fan and or air intake or output problems. ■...
Page 99 Access the NetBackup Appliance Web Console and click Monitor > Hardware. Review the alerts page. If CPU-related alerts are shown, do the following: Turn off the unit immediately. ■ Contact Symantec Technical Support and arrange for a replacement unit. ■ Keep system intact until the new unit arrives. ■...
Page 100: Chapter 9 Removing And Replacing Appliance Hardware Components
Removing and replacing the bezel ■ Removing and replacing NetBackup 5230 disk drives ■ Removing and installing a NetBackup 5030 or NetBackup 5230 power supply ■ Removing and replacing NetBackup 5220 Appliance storage drives ■ Removing and replacing a NetBackup 5220 Appliance power supply ■...
Page 101: Removing And Replacing The Bezel
To remove the bezel Depress and push in the left side (the side nearest the Symantec logo) of the bezel to dislodge the tabs that hold it in place. Swing the dislodged side forward slightly and pull bezel out of the chassis.
Page 102 The drive in Slot 11 is reserved as a hot spare. You can hot swap one storage drive at a time. If two or more drives are faulty at the same time, contact Symantec Technical Support. This section describes how to remove and replace a system disk drive in the media server.
Page 103 Removing and replacing appliance hardware components Removing and replacing NetBackup 5230 disk drives Press the green button on the left side of the drive. The front panel pivots forward and the drive carrier ejects. The front panel also serves as a latch for the drive carrier.
Page 104: Removing And Installing A Netbackup 5030 Or Netbackup 5230 Power Supply
Removing and replacing appliance hardware components Removing and installing a NetBackup 5030 or NetBackup 5230 power supply Slide the drive carrier into the slot until it makes contact with the back of the bay. Do not force the drive into place.
Page 105 Removing and replacing appliance hardware components Removing and installing a NetBackup 5030 or NetBackup 5230 power supply Locate the green lever on the right side of the power cord socket and push it toward the socket to release the power supply. The following figure shows the green lever on the power supply.
Page 106 Removing and replacing appliance hardware components Removing and installing a NetBackup 5030 or NetBackup 5230 power supply To replace a power supply Put on a grounded ESD wrist strap or take other precautions against ESD damage. Insert the replacement power supply into the power supply bay and push it all the way until it clicks into place.
Page 107: Removing And Replacing Netbackup 5220 Appliance Storage Drives
If you have a faulty disk drive, leave it in the slot until you have a replacement. Requirements Replacement disk drive from Symantec. The drive must be compatible with the ■ other storage drives in the appliance.
Page 108: Removing And Replacing A Netbackup 5220 Appliance Power Supply
The appliance can overheat and damage vital components if a power supply bay is empty for longer than three minutes while the appliance is in operation. Requirements Replacement NetBackup 5220 power supply from Symantec. ■ To remove and replace a NetBackup 5220 power supply: Locate the replacement power supply module and remove the protective packaging.
Page 109: Chapter 10 Removing And Replacing Symantec Storage Shelf Hardware
■ Power supplies ■ I/O modules ■ Faults can be identified and located using Symantec software. The hardware monitor feature in the NetBackup management software provides graphical status for significant hardware components in the storage system. The Call Home feature...
Page 110: Removing And Replacing Disk Drives
Removing and replacing Symantec Storage Shelf hardware Removing and replacing disk drives automatically collects data when a fault is detected and sends it to Symantec for evaluation. LEDs located on the front panel of the storage system and on the individual components also indicate fault conditions.
Page 111: Removing And Replacing A Storage Shelf Power Supply
“Removing and replacing an I/O module” on page 112. Removing and replacing a storage shelf power supply This instruction describes how to replace a faulty power supply in the Symantec Storage Shelf. To replace a faulty power supply Put on a grounded antistatic wrist strap or take other ESD precautions.
Page 112: Removing And Replacing An I/O Module
“Removing and replacing an I/O module” on page 112. Removing and replacing an I/O module This instruction describes how to replace a faulty I/O module in the Symantec Storage Shelf. To replace an I/O module Put on a grounded antistatic wrist strap or take other ESD precautions.
Page 113 Unwrap the replacement unit. Open the latch on the replacement unit and slide it into the bay until it clicks. Close the latch. For instruction about replacing other Symantec Storage Shelf components, see the following: “Removing and replacing disk drives”...
Page 114: Disaster Recovery
Before attempting any type of disaster recovery on your appliance, it is highly recommended to contact Symantec Technical Support for assistance. Symantec's support engineers work with you to ensure that the appropriate recovery steps are performed.
Page 115: Disaster Recovery Best Practices
NetBackup offers a few different configuration options that can help aid in a disaster recovery process if a disaster strikes. Note: Use the following topology configurations as a general guide. Contact your Symantec account representative to establish what topology configuration best fits your particular environment. Single domain configuration: Create the appliance Master as a virtual machine, using Site Recovery Manager ■...
Page 116: Appliance Sustained Power Interruption
Disaster Recovery Disaster recovery scenarios “Appliance sustained power interruption” on page 116. ■ “Appliance hardware failure” on page 119. ■ “Appliance storage disk failure” on page 122. ■ “Complete loss of appliance with recoverable operating system drives and ■ attached storage disks” on page 122.
Page 117 “Power restoration procedures” on page 118. For more information on the hardware initialization process, see "Verifying the operation of the appliance and storage hardware" in the Symantec NetBackup 5230 Appliance Hardware Installation Guide. Step 2 Verify the status of the Once the appliance and attached storage systems hardware components.
Page 118 Disaster Recovery Disaster recovery scenarios Steps for restoring power to an appliance following a power Table 11-1 interruption (continued) Step Action Description Step 3 Verify that all NetBackup Once you have verified that the status of the services have started. appliance hardware is healthy, check to make sure that all NetBackup services have resumed.
Page 119: Appliance Hardware Failure
To restore operation to a NetBackup appliance with a storage system following a power outage Make sure that the Symantec Storage Shelves are on and have initialized. Make sure that source power is available to the appliance and that the appliance is turned off.
Page 120 “Troubleshooting and tuning Appliance from the Appliance Diagnostics Center” on page 31. For more detailed procedures not covered in this guide, see the "Troubleshooting the system status LED faults" chapter of the Symantec NetBackup™ 5230 Appliance Hardware Troubleshooting and Parts Replacement Guide.
Page 121 101. For more detailed procedures not covered in this Guide, see the "Removing and replacing hardware" chapter of the Symantec NetBackup™ 5230 Appliance Hardware Troubleshooting and Parts Replacement Guide. Note: If you find that non-user replaceable hardware is faulty, contact Symantec Technical Support for further assistance.
Page 122: Appliance Storage Disk Failure
Note: Please contact Symantec Technical Support to assist you in replacing and reconfiguring your appliance. The steps provided in this procedure serve as a general guide for replacing the appliance with functioning attached disk storage.
Page 123 (continued) Steps Action Description Step 2 Remove the damaged Symantec Technical Support appliance and replace with a dispatches service personnel new appliance. to you who then help you get your new appliance installed and configured.
Page 124: Complete Loss Of Appliance With Recoverable Attached Storage Disks
Note: Please contact Symantec Technical Support to assist you in replacing and reconfiguring your appliance. The steps provided in this procedure serve as a general guide for replacing the appliance with functioning attached disk storage.
Page 125 Disaster Recovery Disaster recovery scenarios Steps for replacing an appliance after it has been rendered Table 11-5 non-operational but the attached disk storage is still operational (continued) Steps Action Description Step 3 Turn on the components. Turn on the components in the following order: Turn on the storage shelf ■...
Page 126 Disaster Recovery Disaster recovery scenarios Steps for replacing an appliance after it has been rendered Table 11-5 non-operational but the attached disk storage is still operational (continued) Steps Action Description Step 4 Reconfigure the new Perform a reconfiguration of appliance with the existing the new appliance.
Page 127 Disaster Recovery Disaster recovery scenarios Appliance reconfiguration procedures Use the following procedures as a guide to walk through reconfiguring your appliance: Reimaging a NetBackup appliance from the USB drive The following procedure describes the steps required to install a new image on a media server appliance.
Page 128 Disaster Recovery Disaster recovery scenarios UNIX or Linux This example assumes that the UNIX or Linux system uses NFS. Create and mount a mount point as follows: ■ # mkdir -p /mnt/<computer_name> # mount -t nfs <computer_name>:/<share_name> /mnt/<computer_name> Copy the .pfx file as follows: ■...
Page 129 Disaster Recovery Disaster recovery scenarios On the Remote Control page, click Launch Console.
Page 130 Click Launch Console. This step opens a JViewer application that enables you to remotely monitor and control the media server appliance. From the Symantec Remote Management interface, select Server Power Control. On that Web page do the following: Select the Reset Server radial button.
Page 131 Disaster Recovery Disaster recovery scenarios In the JViewer application window, press F6. That action enables you to enter into the BIOS of the media server appliance.
Page 132 Disaster Recovery Disaster recovery scenarios After you select the USB drive, press the ESC key, you are presented with a screen that enables you to select which type of installation you want to perform. You can choose to install the full NetBackup appliance installation or a smaller version that excludes the installation of the client packages.
Page 133 Disaster Recovery Disaster recovery scenarios When the installation of the new appliance package is complete, you receive a Welcome message in the JViewer application window that is similar to the following. Enter the default appliance password ( ). You are now P@ssw0rd logged in to the appliance shell menu.
Page 134 Disaster Recovery Disaster recovery scenarios Windows This example assumes that the Windows system uses Samba. Create and mount a mount point as follows: ■ net use <AnAvailableDriveLetter>:\\<appliance-host>\"incoming_patches" Move the .pfx files back to the appliance as follows: ■ # move /mnt/computer_name/*.pfx /inst/patch/incoming/ UNIX or Linux This example assumes that the UNIX or Linux system uses...
Page 135 . For complete maintenance Main > Support > Maintenance > passwd information, see the Symantec NetBackup Appliance Command Reference Guide. To reconfigure a 52xx master server appliance from the USB drive using the NetBackup Appliance Shell Menu If you cannot log into the appliance, insert the USB drive into the appliance, turn on the appliance, and then proceed to Step 4.
Page 136 Disaster Recovery Disaster recovery scenarios Note: The output from the command creates a backup file of export .pfx the actual certificate. If you select to use a password, the file name is a number with the extension ( ). If you select for no .pfx nnnnnnn.pfx...
Page 137 Disaster Recovery Disaster recovery scenarios From the Main_Menu > Network view, enter the following command to configure the IP address of a single network that you want your appliance to connect to. Configure IPAddress Netmask GatewayIPAddress [InterfaceNames] Where IPAddress is the new IP address, Netmask is the netmask, and GatewayIPAddress is the default gateway for the interface.
Page 138 Disaster Recovery Disaster recovery scenarios Configure the gateway Gateway Add GatewayIPAddress address for each network that [TargetNetworkIPAddress] [Netmask] you added [InterfaceName] Where GatewayIPAddress is the gateway for the interface and TargetNetworkIPAddress, Netmask, and InterfaceName are optional. Repeat this command to add the gateway to all of the destination networks. The Gateway IP Address or the TargetNetworkIPAddress can be an IPv4 or an IPv6 address.
Page 139 Disaster Recovery Disaster recovery scenarios This step is optional. It lets you add the IP addresses of other hosts in the appliance hosts file. From the Main_Menu > Network view, use the following command to add host entries to the hosts file on your appliance. Hosts Add IPAddress FQHN ShortName Where IPAddress is the IPv4 or IPv6 address, FQHN is the fully qualified host name, and ShortName is the short host name.
Page 140 Disaster Recovery Disaster recovery scenarios Where Month is the name of the month. Where Day is the day of the month from 0 to 31. Where HHMMSS is the hour, minute, and seconds in a 24-hour format. The fields are separated by semi-colons, for example, HH:MM:SS. Where Year is the calendar year from 1970 through 2037.
Page 141 Disaster Recovery Disaster recovery scenarios The default names are stu_adv_<hostname> for AdvancedDisk and stu_disk_<hostname> for Deduplication. To keep the default names, press Enter. The storage prompts appear in the following order: NetBackup Catalog volume size in GB [default size]: AdvancedDisk storage pool size in GB/TB [default size]: AdvancedDisk diskpool name: AdvancedDisk storage unit name: MSDP storage pool size in GB/TB [default size]:...
Page 142 Disaster Recovery Disaster recovery scenarios To configure a master server to communicate with a new media server Log in to the master server as the administrator and make sure the name of the media server appliance is added to the master server: For an appliance master From the NetBackup Appliance Web Console: server:...
Page 143 Disaster Recovery Disaster recovery scenarios For a traditional NetBackup Log on to the NetBackup Administration Console as ■ master server: the administrator. On the main console window, in the left pane, click ■ NetBackup Management > Host Properties > Master Servers. In the right pane, click on the master server host ■...
Page 144 . For complete maintenance Main > Support > Maintenance > passwd information, see the Symantec NetBackup Appliance Command Reference Guide. To reconfigure a 52xx media server appliance from the USB drive using the NetBackup Appliance Shell Menu If you cannot log into the appliance, insert the USB drive into the appliance, turn on the appliance, and then proceed to Step 4.
Page 145 Disaster Recovery Disaster recovery scenarios To move the files into a local directory on a remote computer, create ■ .pfx and mount a mount point and then move the files as follows: Windows This example assumes that the Windows system uses Samba. Create and mount a mount point as follows: ■...
Page 146 Disaster Recovery Disaster recovery scenarios From the Main_Menu > Network view, enter the following command to configure the IP address of a single network that you want your appliance to connect to. Configure IPAddress Netmask GatewayIPAddress [InterfaceNames] Where IPAddress is the new IP address, Netmask is the netmask, and GatewayIPAddress is the default gateway for the interface.
Page 147 Disaster Recovery Disaster recovery scenarios Configure the gateway Gateway Add GatewayIPAddress address for each network that [TargetNetworkIPAddress] [Netmask] you added [InterfaceName] Where GatewayIPAddress is the gateway for the interface and TargetNetworkIPAddress, Netmask, and InterfaceName are optional. Repeat this command to add the gateway to all of the destination networks. The Gateway IP Address or the TargetNetworkIPAddress can be an IPv4 or an IPv6 address.
Page 148 Disaster Recovery Disaster recovery scenarios This step is optional. It lets you add the IP addresses of other hosts in the appliance hosts file. From the Main_Menu > Network view, use the following command to add host entries to the hosts file on your appliance. Hosts Add IPAddress FQHN ShortName Where IPAddress is the IPv4 or IPv6 address, FQHN is the fully qualified host name, and ShortName is the short host name.
Page 149 Disaster Recovery Disaster recovery scenarios Where Month is the name of the month. Where Day is the day of the month from 0 to 31. Where HHMMSS is the hour, minute, and seconds in a 24-hour format. The fields are separated by semi-colons, for example, HH:MM:SS. Where Year is the calendar year from 1970 through 2037.
Page 150 Clustered master server In this scenario, the master server is in a cluster. Symantec recommends that you list the cluster name first, followed by the active node, and then the passive nodes in the cluster. This list requires you to separate the node names with a comma.
Page 151 Symantec recommends that you list the cluster name first, followed by the active node, and then the passive nodes in the cluster. This list requires you to separate the node names with a comma.
Page 152 Disaster Recovery Disaster recovery scenarios The storage servers, disk pools, and storage units are cleaned up on the ■ master server. The backup data on the disk is preserved. ■ If you choose the following occurs: NetBackup catalog images are retained. ■...
Page 153: Complete Loss Of Appliance And Attached Storage Disks
This scenario assumes that your appliance, operating system drives, and attached storage disks are not recoverable. Note: Please contact Symantec Technical Support to assist you in replacing your appliance. The steps provided in this procedure serve as a general guide for performing a disaster recovery.
Page 154: Netbackup Appliance Software Corruption
Step 5 Recover the data from a If you have a secondary backup site, Symantec secondary backup site. Technical Support will help you work through recovering your data from a secondary backup site.
Page 155: Netbackup Appliance Database Corruption
NetBackup and NetBackup appliance operations. Note: If you have more severe software corruption than what is listed here, contact Symantec Technical Support with your specific scenario for further assistance. Step 2 Perform disaster recovery See See “NetBackup appliance database...
Page 156 Disaster Recovery Disaster recovery scenarios Steps for recovering a corrupt database on the appliance Table 11-8 Steps Action Description Step 1 Roll back the appliance to a If you have determined your database is previously created checkpoint. corrupt, you can rollback your appliance to an existing checkpoint.
Page 157 A reboot of the appliance is required to complete the checkpoint rollback. Reboot now? (Type REBOOT to continue) REBOOT Rebooting the appliance now... - [Info] Rebooting app2.symantec.com Please reconnect to the appliance shell menu to continue using this appliance. The system is going down for reboot NOW!
Page 158: Netbackup Appliance Catalog Corruption
“Starting a factory reset from the appliance shell menu” on page 159. for a detailed procedure on performing a factory reset. See "Appliance factory reset" in the Symantec NetBackup Appliance 2.6 Administrator's Guide for more information on the topic of factory reset.
Page 159 If the factory reset is not successful, an the catalog recovery option. appliance can be reconfigured to your original configuration. Symantec recommends that you record all of your initial configuration information so that you can reference that information during the reconfiguration process.
Page 160 Disaster Recovery Disaster recovery scenarios Note: Factory reset operations are not supported if a 52xx master server or media server has been upgraded to version 2.6. Factory reset is only supported after a clean installation of version 2.6 on a 52xx appliance, or if a 52xx appliance is reimaged to version 2.6 Note: A factory reset operation returns the password to the original, default value.
Page 161 Disaster Recovery Disaster recovery scenarios To begin a factory reset from the appliance shell menu Log on to the appliance as an administrator an open the appliance shell menu. Enter . This command shows the Main_Menu > Support > FactoryReset following messages and requires you to answer the following questions before the factory reset begins.
Page 162 Disaster Recovery Disaster recovery scenarios After you respond to these questions, the Factory Reset Summary is shown. The following is an example of the summary: FACTORY RESET SUMMARY --------------------- Reset Appliance OS, software configuration : [YES] Reset Appliance network configuration : [NO] Reset Appliance storage configuration (REMOVE DATA) : [YES] Auto reboot after reset?
Page 163 Continue with factory reset?? (yes/no) yes The following summary messages appear as the factory reset continues: - [Info] PERFORMING APPLIANCE RESET TO FACTORY STATE ON : app2.symantec.com - [Info] Delete checkpoints (type: NON_FACT) succeeded - [Info] Reset of the appliance to FACTORY STATE successful.
Page 164: Netbackup Appliance Operating System Corruption
Disaster Recovery Disaster recovery scenarios - [Info] Rebooting appliance to complete the reset. Please reconnect to the Appliance shell menu to continue using this appliance You must use the remote management remote management port to reconfigure the network settings and reconnect to the NetBackup Appliance Web Console. Perform the following steps: When the appliance restarts and you see the keyboard prompts at the top ■...
Page 165 159. for a detailed procedure on performing a factory reset. See "Appliance factory reset" in the Symantec NetBackup Appliance 2.6 Administrator's Guide for more information on the topic of factory reset. Note: If a factory checkpoint is not available, proceed to Step 3 to reconfigure the appliance.
Page 166 Step 3 Reconfigure the appliance. An appliance can be reconfigured to your original configuration. Symantec recommends that you record all of your initial configuration information so that you can reference that information during the reconfiguration process. the section called “Appliance reconfiguration procedures”...
Page 167: Netbackup Appliance Error Messages
Chapter NetBackup Appliance error messages This chapter includes the following topics: About NetBackup Appliance error messages ■ Error messages displayed during initial configuration ■ Error messages displayed on the NetBackup Appliance Web Console ■ Error messages displayed on the NetBackup Appliance Shell Menu ■...
Page 168: Error Messages Displayed During Initial Configuration
NetBackup Appliance error messages Error messages displayed during initial configuration Error messages displayed during initial configuration Table 12-1 lists some of the common error messages that you may come across during the initial configuration of your NetBackup Appliance: Errors in initial configuration Table 12-1 Error messages Explanation...
Page 169: Error Messages Displayed On The Netbackup Appliance Web Console
NetBackup Appliance error messages Error messages displayed on the NetBackup Appliance Web Console “Error messages displayed on the NetBackup Appliance Web Console” on page 169. Error messages displayed on the NetBackup Appliance Web Console This section lists the common error messages that you may come across while working with the NetBackup Appliance using the NetBackup Appliance Web Console on the following tabs: Table 12-2...
Page 170 Error occurred while connecting to the This error is displayed, if the Contact your System Administrator in case Symantec Product Authentication authentication server is not the error appears again. Service (AT). Please ensure that the responsive. AT service is running.
Page 171 Cannot flash the disk drive light. This message is displayed There may be a technical issue with the when the beacon is unable to beacon on the disk drive. Call Symantec flash lights for a disk drive. Technical Engineer to fix the beacon.
Page 172 1 and 300 (in minutes). No adapters were detected. This message is displayed You may want to call Symantec Technical when the adapter information Support for assistance in resolving this error. cannot be retrieved from the Call Home server.
Page 173 Error messages Explanation Recommended action Partition information is not available. This message is displayed You may want to call Symantec Technical when the partition information Support for assistance in resolving this error. cannot be retrieved from the Call Home server.
Page 174 NetBackup Appliance error messages Error messages displayed on the NetBackup Appliance Web Console Monitor > SCSP (continued) Table 12-4 Error messages or Error type Explanation Recommended action There are no audit logs to display. If you are not connected to the Please use any of the following methods to fix SCSP server and you cannot this error:...
Page 175 Vxul logs using the This message appears if ■ DataCollect command and share them appliance storage component is not able to with the Symantec Support team to debug the fetch any partitions, disks, error. and distributions. This message can also ■...
Page 176 Collect the web GUI and Perl logs all using parameters. current deduplication the DataCollect command and then parameters to the default contact Symantec Technical Support. settings. Error while retrieving deduplication The current deduplication Collect the web GUI and Perl logs all using...
Page 177 Restart the appliance and then retry appliance(s). factory reset. Failed to reset the storage. Check the Mount points could be busy. Look at the logs and contact Symantec logs for additional information. Technical Support for further assistance. Factory reset is not supported because...
Page 178 Collect the web GUI and Perl logs all using for media server {0}. an internal system error. the DataCollect command and then contact Symantec Technical Support. Selected licenses could not be deleted for master server {0}. Error in adding License...
Page 179 Load online updates failed. This error is displayed when the Please check the network connection appliance fails to get the online to Symantec’s software update center, updates. or check the script for internal errors. Load available updates failed. This error is displayed when you do...
Page 180 This error is displayed when there is Please check the network connection manage. an error retrieving the online updates. to Symantec’s software update center, or check the script for internal errors. Error while retrieving software update This error is displayed if the software Please check the script for internal list.
Page 181 Settings > Notifications page. Failed to enable Call Home. You might encounter this error when You may want to call Symantec Call Home cannot be enabled and you Technical Support for assistance in try to save changes for the Settings resolving this error.
Page 182 Recommended action The appliance was unable to contact This message is displayed when the You may want to verify the following: the Symantec support site to retrieve appliance is unable to retrieve the Appliance is provisioned to ■ the location and the contact registration details from SYMAPPMON SYMAPPMON server.
Page 183 Error while retrieving Fibre Transport The current Fibre Transport Collect the web GUI and Perl logs all using Settings Settings for the appliance the DataCollect command and then cannot be displayed. contact Symantec Technical Support.
Page 184 Collect the web GUI and Perl logs all using configuration cannot be enabled for your the DataCollect command and then appliance. contact Symantec Technical Support. Error in updating SAN client flag The SAN Client Fibre Transport Collect the web GUI and Perl logs all using configuration...
Page 185 Collect the web GUI and Perl logs all using configuration. cannot be disabled. This error the DataCollect command and then can occur in case the LDAP contact Symantec Technical Support. Could not enable the current LDAP server is not responsive. configuration. The connection to the web server is not established.
Page 186 Error in exporting the LDAP This error can be displayed due Please refresh the page and if the problem configuration settings. to the following reasons: persists contact Symantec Technical Support. The path to save the ■ generated XML file is incorrect.
Page 187 Please the selected user. refresh the page and try again. If the problem persists contact Symantec Technical Support. Error in deleting user. The appliance cannot delete the Please ensure that you have the appropriate added user.
Page 188 The password cannot be reset Please contact Symantec Support. try again. Click ? for more details. If due to a technical error. the error persists, contact Symantec Technical Support. Table 12-17 lists the error messages that are common to all the tabs on the NetBackup Appliance Web Console.
Page 189: Error Messages Displayed On The Netbackup Appliance Shell Menu
If the configuration. Add the storage unit name and try again, if the problem problem persists, refer to the troubleshooting persists, contact Symantec Support. guide. Failed to save the disk pool information for...
Page 190 Check /var/log/sf.log for volume (VxVM) error messages. Resize hangs for a long period of time Wait for a day and if the issue is still not resolved, contact Symantec customer support. Failed license check for AdvancedDisk Make sure that a valid license for the NetBackup Flexible Disk Option storage is installed on the media server.
Page 191 Error message Explanation Recommended action Failed to read the update configuration There are some errors in rpm patch. Please contact Symantec support for for <RPM name>. help. The NetBackup appliance version is The current appliance version is the Please check if this patch has been already at <version number>.
Page 192 Table 12-19 Error message Explanation Recommended action Unknown error. Please contact The source of the error cannot be Please contact Symantec Technical Symantec Technical Support! found. Support. Software update, <rpm> is already The rpm (SUSE installer package) is Please check if the rpm you are trying installed on compute node, <node...
Page 193 Pre-upgrade checkpoint! state. Automatic rollback failed. Please When the software upgrade process Please contact Symantec support to contact Symantec Technical Support! fails, the appliance will automatically take a look at the checkpoint log. roll back to pre-upgrade state.
Page 194 NetBackup Appliance error messages Error messages displayed on the NetBackup Appliance Shell Menu Manage > Appliance Restore view (continued) Table 12-20 Error message Explanation Recommended action Factory reset validation failed. Unable Secured network communication has Look for additional information listed to continue.
Page 195 NetBackup Appliance error messages Error messages displayed on the NetBackup Appliance Shell Menu Main_Menu > Network view (continued) Table 12-21 Error message Explanation Recommended action Cannot enable bonding for a single This error is displayed if you provide To create a bond, provide interface interface.
Page 196: Netbackup Status Codes Applicable For Netbackup Appliance
NetBackup catalog backups. 1500 Invalid storage unit The storage unit or storage unit group specified for one or more destinations in storage lifecycle policy is not valid. For more information on NetBackup status codes, refer to Symantec NetBackup™ Status Codes Reference Guide.
Page 197 NetBackup Appliance error messages NetBackup status codes applicable for NetBackup Appliance “NetBackup status codes applicable for NetBackup Appliance” on page 196. “Error messages displayed on the NetBackup Appliance Shell Menu” on page 189. “Error messages displayed on the NetBackup Appliance Web Console” on page 169.
Page 198: Index
29 NetBackup 5220 appliance HBA card verification 22 removing and replacing 107 IPMI 24 drive slots password 25 Symantec Storage Shelf 41 serial number 19 troubleshooting 17 bezel 101 boot order change environmental specifications resolve 62 Symantec Storage Shelf 41...
Page 199 HBA card verification 22 configuration failure 71, 76 front panel factory reset failure 85 LEDs memory Symantec Storage Shelf 41 alert 98 Symantec Storage Shelf 41 fsck test failure 87 NetBackup 5220 appliance disk drive hot spare LEDs 107...
Page 200 Index power supply (continued) specifications (continued) appliance power troubleshooting 95 Symantec storage shelf 40 Symantec Product Authentication Service (AT) Server Symantec Storage Shelf 44 parameters 38 NetBackup 5030 Symantec Storage Shelf removing and replacing 104 customer replacable units 109 NetBackup 5220 appliance...
Page 201 Index VxMS logging enabling and disabling 57 vxprint column description 27 weight Symantec Storage Shelf 40...

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Netbackup 5220 Netbackup 52 series Netbackup 5230

Symantec NetBackup 5030 Troubleshooting Manual

Chapter 1 About Using the Troubleshooting Guide

Chapter 2 Best Practices

Chapter 3 About Software Troubleshooting Tools

Chapter 4 About the Symantec Storage Shelf

Chapter 5 Working with Log Files

Chapter 6 Troubleshooting the Netbackup Appliance Setup and Configuration Issues

Chapter 7 Troubleshooting Generic Issues

Chapter 8 Troubleshooting Hardware Issues

Chapter 9 Removing and Replacing Appliance Hardware Components

Chapter 10 Removing and Replacing Symantec Storage Shelf Hardware

Chapter 11 Disaster Recovery

Chapter 12 Netbackup Appliance Error Messages

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