Symantec NetBackup 5200 Series Troubleshooting Manual page 10

10 Introduction
About troubleshooting the NetBackup appliance
Step Action
Step 1 Remember the error message
Step 2 Identify what you were doing
when the problem occurred
Step 3 Record all information
Steps for troubleshooting NetBackup appliance problems
Table 1-1
Description
Error messages are usually the vehicle for telling you something went
wrong. If you don't see an error message in an interface, but still suspect
a problem, check the reports and logs. The NetBackup appliance provides
reporting and logging facilities.
The logs show you what went right and the operation that was ongoing
when the problem occurred. Logs and reports are essential troubleshooting
tools.
See NetBackup Appliance log file location information"
You can also see more information on using error logs for NetBackup issues.
See, Chapter 3, "Using logs" in the Symantec NetBackup Troubleshooting
Guide.
Ask the following questions:
What operation was tried?
What method did you use?
For example, more than one way exists to install software on a client.
Also more than one possible interface exists to use for many operations.
Some operations can be performed with a script.
What type of server platform and operating system was involved?
If your site uses both the master server and the media server, was it a
master server or a media server?
If a client was involved, what type of client was it?
Have you performed the operation successfully in the past? If so, what
is different now?
What is the software version level?
Do you use operating system software with the latest fixes supplied,?
Is your device firmware at a level, or higher than the level, at which it
has been tested according to the posted device compatibility lists?
Capture potentially valuable information:
Progress logs
Reports
Utility Reports
Debug logs
Check for error or status messages in the system log and Event Viewer
Application.
Error or status messages in dialog boxes
See NetBackup Appliance log file location information"
on page 21.
on page 21.