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Symantec NetBackup 5200 Series Troubleshooting Manual

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Symantec NetBackup 5200
Series Troubleshooting Guide
Release 2.0
NetBackup 5200 and 5220

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Summary of Contents for Symantec NetBackup 5200 Series

  • Page 1 Symantec NetBackup 5200 Series Troubleshooting Guide Release 2.0 NetBackup 5200 and 5220...
  • Page 2 Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. This Symantec product may contain third party software for which Symantec is required to provide attribution to the third party ( Third Party Programs”). Some of the Third Party Programs are available under open source or free software licenses.
  • Page 3 Symantec Corporation 350 Ellis Street Mountain View, CA 94043 http://www.symantec.com Printed in the United States of America. 10 9 8 7 6 5 4 3 2 1...

  • 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 Troubleshooting that was performed before contacting Symantec 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

    NetBackup Appliance log file location information ....... 21 About troubleshooting decommissioning issues ......22 About troubleshooting FactoryReset problems ......23 Performing a factory reset on an appliance with a Symantec Storage Shelf attached ............25 About controlling the NetBackup and administration console processes ................
  • Page 8 Contents Resolving a problem that causes a factory reset to migrate data from a storage expansion unit ..........42 Resolving an expansion problem caused by pressing Ctrl C during expansion ............... 43 Resolving a boot order change problem ........45...

  • Page 9: Introduction

    If you experience trouble with your appliance, 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 trouble and produce a satisfactory resolution.
  • Page 10 NetBackup Appliance log file location information” on page 21. You can also see more information on using error logs for NetBackup issues. See, Chapter 3, "Using logs" in the Symantec NetBackup Troubleshooting Guide. Step 2 Identify what you were doing...
  • Page 11 See the Symantec NetBackup Troubleshoting Guide. Step 6 Contact Technical Support The Symantec Technical Support Web site has a wealth of information that can help you solve NetBackup problems. Access Technical Support at the following URL: www.symantec.com/business/support/ NetBackup Appliance log file location information”...
  • Page 12 Logs Upload the log files to Symantec Technical Support. Set log levels. Export or remove CIFS and NFS shares. Refer to the Symantec NetBackup 5200 Series Command Reference Guide for more information on how to use the commands. Logs NetBackup 5200-log file locations...

  • Page 13: About Gathering Information For Netbackup-Java Applications

    To view NetBackup 52xx error information, download the following document from the Symantec Support Web site: http://www.symantec.com/docs/TECH136888 Note: At the time of the release of the NetBackup appliance, the error code information was not complete.
  • Page 14 For more details, consult the usage information of the script by using support -h. The following example describes how you can gather troubleshooting data for Symantec Technical Support to analyze. An application does not Wait for several minutes before you assume that the respond.
  • Page 15 Introduction About gathering information for NetBackup-Java applications Contact Symantec Technical Provide the log file and the output of the support script Support for analysis.
  • Page 16 Introduction About gathering information for NetBackup-Java applications...

  • Page 17: Troubleshooting Procedures

    Troubleshooting NetBackup problems” on page 17. Troubleshooting NetBackup Appliance problems” on page 18. Troubleshooting NetBackup problems The Symantec Technical Support site has a wealth of information that can help you solve NetBackup problems. See the following site for comprehensive troubleshooting details: http://www.symantec.com/business/support/...

  • Page 18: Troubleshooting Netbackup Appliance Problems

    Preliminary troubleshooting Configuration troubleshooting General test and troubleshooting Other troubleshooting procedures For complete information, see the Symantec NetBackup Troubleshooting Guide. Troubleshooting NetBackup Appliance problems” on page 18. Troubleshooting NetBackup Appliance problems These procedures for finding the cause of NetBackup errors are general in nature and do not try to cover every problem that can occur.

  • Page 19: Troubleshooting Appliance Configuration Problems

    Troubleshooting procedures Troubleshooting NetBackup Appliance problems Steps for troubleshooting installation problems. (continued) Table 2-1 Step Action Description Step 3 Determine if you can Note: Before you install or use NetBackup on a Linux client, verify that the inetd install NetBackup (or xinetd) service is started on that computer.

  • Page 20: About Troubleshooting Client Installations

    NetBackup jobs may remain queued for long periods, even though all NetBackup processes and services are running. See, "Resolving full disk problems" in the Symantec NetBackup Troubleshooting Guide. If the backup or restore jobs are running slowly, verify that the network interface cards (NIC) are set to full duplex.

  • Page 21: Netbackup Appliance Log File Location Information

    Logs Upload the log files to Symantec Technical Support. Set log levels. Export or remove CIFS and NFS shares. Refer to the Symantec NetBackup 5200 Series Command Reference Guide for more information on how to use the commands. Logs NetBackup 5200-log file locations...

  • Page 22: About Troubleshooting Decommissioning Issues

    To view NetBackup 52xx error information, download the following document from the Symantec Support Web site: http://www.symantec.com/docs/TECH136888 Note: At the time of the release of the NetBackup appliance, the error code information was not complete.

  • Page 23: About Troubleshooting Factoryreset Problems

    See the section, "Decommissioning a media server", in the Symantec NetBackup Administrator Guide , Volume I for more information on how to decommission a NetBackup media server. You can also refer to the following Technote on the Symantec Support Web site: http://www.symantec.com/docs/TECH31168 About troubleshooting FactoryReset problems The FactoryReset function is used to return an appliance to its default state.
  • Page 24 The following procedure describes how to perform a factory reset on an appliance with a Symantec Storage Shelf attached. Note: To avoid a factory reset failure, you must leave the Symantec Storage Shelf attached to the appliance when you perform this task.

  • Page 25: Performing A Factory Reset On An Appliance With A Symantec Storage Shelf Attached

    The following procedure describes how to perform a factory reset on an appliance with a Symantec Storage Shelf attached. Note: To avoid a factory reset failure, you must leave the Symantec Storage Shelf attached to the appliance when you perform this task.
  • Page 26 Reset the appliance to the initial factory settings by entering the following command: Main_Menu > Support > FactoryReset Whenever you perform a factory reset on an appliance, it must be reconfigured. For complete details, see the Symantec NetBackup Appliance Getting Started Guide.

  • Page 27: About Controlling The Netbackup And Administration Console Processes

    The NetBackup 5200 Administrator's Guide provides a complete list of the available commands. http://www.symantec.com/docs/DOC2792 About changing VxAT properties When troubleshooting your appliance, you may need to configure the Symantec Product Authentication Service (AT) Server parameters. The script is available for you to use to make changes to these changeVxATProperties parameters.

  • Page 28: About A Login Error Message That Does Not Go Away

    Troubleshooting procedures Troubleshooting NetBackup Appliance problems /opt/SYMCOpsCenterServer/bin/changeVxATProperties.sh About a login error message that does not go away You may encounter a login error message that states the following, "Please try after 5 minutes". If you receive this error message, and it does not disappear after five minutes, then you can use the following procedure to diagnose the issue.
  • Page 29 Behavior in regards to host name lookup and connectivity between NetBackup hosts and their role within the NetBackup domain Generates the reports that are meant for Symantec Technical Support. This utility provides the following types of information in its output: Running audit as Media Server.

  • Page 30: About Fibre Channel Hba Card Configuration Verification

    Initiating tests... COMPLETED. Thank you for your patience. /log/dna/sample.name.symantec.com.NBDNA.20100907.191711.zip Archive created successfully! Return /log/dna/sample.name.symantec.com.NBDNA.20100907.191711.zip to Symantec Support upon request. NetBackup Support Utility ( nbsu You can use the utility to gather appropriate diagnostic information about nbsu NetBackup and the operating system. The NetBackup Troubleshooting Guide describes when you would use this utility, as well as how to run it.

  • Page 31: About Fibre Transport Media Server Verification

    Initiator 8 gb/s 0x21000024... *** Devices **** Device Vendor Host Type Remote Port /dev/sg0 SYMANTEC 10.182.0.209 FCPIPE (NBU 50x0) 0x21000024ff232438 /dev/sg2 SYMANTEC 10.182.0.209 FCPIPE (NBU 50x0) 0x21000024ff3162be *** Notes **** (NOTE: Ports in mode "Initiator*" are configured for target mode When SAN Client FT Media Server is active, however, are currently running in initiator mode, i.e.
  • Page 32 Troubleshooting procedures Troubleshooting NetBackup Appliance problems You can also use the command to verify and confirm the status Manage > FC Show of the SAN Client feature. From the output that you receive after you have run command, you can verify the following: Manage >...
  • Page 33 Troubleshooting procedures Troubleshooting NetBackup Appliance problems 04/25/11 22:25:22.857 [InitializeSDC24xx] ISP-2532 instance 2 PN 2 ssdid 0x815d (QLE2562) WWN:[21:00:00:24:ff:23:27:82] intlevel=58 PCI Express 04/25/11 22:25:22.857 [SetTargets] (Targets=2) 04/25/11 22:25:22.909 [InitSGRVPool] SGRVpool allocated with support for 322 * 256K buffers in two pools 04/25/11 22:25:22.909 [InitSGRVPool] WARN: SGRVpool space for 20 pipes of 16 buffers or 32 pipes of 10 buffers 04/25/11 22:25:23.949 [ActivateInterface24xx] PN=1 FWstate 4 Lost...
  • Page 34 Troubleshooting procedures Troubleshooting NetBackup Appliance problems Troubleshooting target mode port from the client Once the target ports are operational, you may need to continue your troubleshooting efforts from the client. You can use the NetBackup Administrator's console or use the command from the command-line interface.
  • Page 35 0 drwxr-xr-x 2 root root 0 Apr 25 11:06 . drwxr-xr-x 24 root root 0 Apr 24 17:55 .. Again, the expected entries are missing. At this time, Symantec recommends that you reload the FC HBA driver, with and then...
  • Page 36 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 37: About Troubleshooting Storage Expansion Unit Problems

    About troubleshooting storage expansion unit problems The following describes some problems that you may encounter with a storage expansion unit (Symantec Storage Shelf) and related expansion tasks. Links to topics that can help you resolve these problems are also included.

  • Page 38: About Netbackup 5220 And Symantec Storage Shelf Matched Pairs

    43. About NetBackup 5220 and Symantec Storage Shelf matched pairs When you order a NetBackup 5220 and a Symantec Storage Shelf together, these units are initialized together at the factory to create a matched pair. Matched pairs provide optimum performance and they should always be used together to...

  • Page 39: Resolving An Expansion Hang Problem

    Troubleshooting procedures About troubleshooting storage expansion unit problems To help you identify matched pairs, check the labels on the back of each Symantec Storage Shelf. Each unit has two labels that identify the serial numbers of the matched pair. Resolving an expansion hang problem If you attempt to expand the NetBackup disk storage pool to include the storage expansion unit and the process hangs, the process must be stopped.

  • Page 40: Resolving A Problem That Prevents Expansion

    Troubleshooting procedures About troubleshooting storage expansion unit problems vxprint appears in the disk group, do the following: disk_2 nbuapp Run the following command: vxdiskadm When the menu appears, select 3 to remove the disk. Identify the disk to be removed by entering disk_2. To confirm the disk to be removed, press y.

  • Page 41: Resolving A Problem That Causes Failed Backups When Disk Space Is Available

    Troubleshooting procedures About troubleshooting storage expansion unit problems If the output shows that If the output shows that vxprint vxprint subdisks are part of but are subdisks are part of and also disk_2 disk_2 not part of any volumes, do the part of any volumes, do the following: following: Remove the subdisks from disk_2...
  • Page 42 Troubleshooting procedures About troubleshooting storage expansion unit problems To stop and then restart the NetBackup services so that backups are successful Stop the NetBackup services by entering the following command: Main > Support > Processes > NetBackup Stop Restart the NetBackup processes by entering the following command: Main >...
  • Page 43 Troubleshooting procedures About troubleshooting storage expansion unit problems Resolving an expansion problem caused by pressing Ctrl C during expansion If a user presses while expansion is in progress, the expansion fails. Ctrl C The following procedure describes how to clear the current condition and retry the expansion.
  • Page 44 Troubleshooting procedures About troubleshooting storage expansion unit problems If the output shows that If the output shows that vxtask list vxtask list a move operation is in progress, do a move operation is not in progress, the following: do the following: Stop the move operation by entering Verify that the pdvol or the advol disk the following command:...
  • Page 45 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. An appliance is restarted or turned on after the Symantec Storage Shelf is disconnected.
  • Page 46 Troubleshooting procedures About troubleshooting storage expansion unit problems On the setup screen, press the right arrow key until the Boot Options tab is highlighted, then press Enter. On the Boot Options screen, press the down arrow key until Hard Disk Order is highlighted, then press Enter.
  • Page 47 Troubleshooting procedures About troubleshooting storage expansion unit problems On the following screen, press the up or down arrow key until Boot Option #1 is highlighted, then press Enter. When the Boot Option #1 popup appears, select ICHx/ESB2 Embedded RAID and press Enter.
  • Page 48 Troubleshooting procedures About troubleshooting storage expansion unit problems 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. The appliance restarts automatically and should boot successfully.

This manual is also suitable for:

Netbackup 5200Netbackup 5220

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