Symantec NetBackup 5030, NetBackup 5220, NetBackup 52 series, NetBackup 5230 Troubleshooting Manual
Symantec NetBackup™ Appliance Troubleshooting Guide
Release 2.6.0.4
NetBackup 52xx, NetBackup 5030
Symantec NetBackup Appliance Troubleshooting
Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
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.
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. The License Agreement
accompanying the Software does not alter any rights or obligations you may have under those
open source or free software licenses. Please see the Third Party Legal Notice Appendix to
this Documentation or TPIP ReadMe File accompanying this Symantec product for more
information on the Third Party Programs.
The product described in this document is distributed under licenses restricting its use, copying,
distribution, and decompilation/reverse engineering. No part of this document may be
reproduced in any form by any means without prior written authorization of Symantec
Corporation and its licensors, if any.
THE DOCUMENTATION IS PROVIDED "AS IS" AND ALL EXPRESS OR IMPLIED
CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED
WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR
NON-INFRINGEMENT, ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH
DISCLAIMERS ARE HELDTO BE LEGALLY INVALID. SYMANTEC CORPORATION SHALL
NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION
WITH THE FURNISHING, PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE
INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TO CHANGE
WITHOUT NOTICE.
The Licensed Software and Documentation are deemed to be commercial computer software
as defined in FAR 12.212 and subject to restricted rights as defined in FAR Section 52.227-19
"Commercial Computer Software - Restricted Rights" and DFARS 227.7202, "Rights in
Commercial Computer Software or Commercial Computer Software Documentation", as
applicable, and any successor regulations. Any use, modification, reproduction release,
performance, display or disclosure of the Licensed Software and Documentation by the U.S.
Government shall be solely in accordance with the terms of this Agreement.
Symantec Corporation
350 Ellis Street
Mountain View, CA 94043
http://www.symantec.com
Technical Support
Symantec Technical Support maintains support centers globally. Technical Support’s
primary role is to respond to specific queries about product features and functionality.
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.
Symantec’s support offerings include the following:
■ A range of support options that give you the flexibility to select the right amount
of service for any size organization
■ Telephone and/or Web-based support that provides rapid response and
up-to-the-minute information
■ Upgrade assurance that delivers software upgrades
■ Global support purchased on a regional business hours or 24 hours a day, 7
days a week basis
■ Premium service offerings that include Account Management Services
For information about Symantec’s support offerings, you can visit our website at
the following URL:
www.symantec.com/business/support/
All support services will be delivered in accordance with your support agreement
and the then-current enterprise technical support policy.
Contacting Technical Support
Customers with a current support agreement may access Technical Support
information at the following URL:
www.symantec.com/business/support/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be at
the computer on which the problem occurred, in case it is necessary to replicate
the problem.
When you contact Technical Support, please have the following information
available:
■ Product release level
■ Hardware information
■ Available memory, disk space, and NIC information
■ Operating system
■ Version and patch level
■ Network topology
■ Router, gateway, and IP address information
■ Problem description:
■ Error messages and log files
■ 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/
Customer Service is available to assist with non-technical questions, such as the
following types of issues:
■ Questions regarding product licensing or serialization
■ Product registration updates, such as address or name changes
■ General product information (features, language availability, local dealers)
■ Latest information about product updates and upgrades
■ Information about upgrade assurance and support contracts
■ Information about the Symantec Buying Programs
■ Advice about Symantec's technical support options
■ Nontechnical presales questions
■ Issues that are related to CD-ROMs, DVDs, or manuals
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:
customercare_apac@symantec.comAsia-Pacific and Japan
semea@symantec.comEurope, Middle-East, and Africa
supportsolutions@symantec.comNorth America and Latin America
Contents
Technical Support ................. ... ....... .... ............................... .... ............................. 4
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 ................ .... ........................... .... .... .............. 17
Locating the NetBackup Appliance serial number ... ............................. 19
Locating hardware serial numbers . .... ............................... .... ..... 20
About Fibre Channel HBA card configuration verification ....... .... .... ....... 22
About Notification settings ............. .... .... ........................... .... .... ...... 23
About the IPMI sub-system ............................ .... ............................. 24
About password management and recovery .... .... ........................... ... 25
About IPv4-IPv6-based network support .................... .... .................... 26
About enabling BMR options ........................ .... ............................... 27
Interpretation of some of the fields of vxprint output from NetBackup
Appliances .... ........................... .... .... ........................... .... .... .. 27
About deleting LDAP or Active Directory users ............... .... ................ 29
Chapter 3 About Software Troubleshooting Tools .......................... 30
Tools for troubleshooting the NetBackup Appliance ........................ .... . 30
Troubleshooting and tuning Appliance from the Appliance Diagnostics
Center ..... ............................... .... ............................... .... ....... 31
About NetBackup support utilities . .... ........................... .... .... ............ 36
NetBackup Domain Network Analyzer (NBDNA) ............ .... .... ....... 36
NetBackup Support Utility (nbsu) .... .... ............................... .... .... 38
About changing VxAT properties ................. .... ............................... .. 38
Chapter 4 About the Symantec Storage Shelf ...................... .... ....... 39
Understanding the Symantec Storage Shelf ..................... .... .... .......... 39
Symantec Storage Shelf specifications . .... ........................... .... ......... 40
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 ............... .... ......................... 51
Viewing log files using the Support command ... .... ........................... ... 51
Locating NetBackup Appliance log files using the Browse
command ........................ .... .... ........................... .... .............. 53
Gathering device logs with the DataCollect command ................ .... .... .. 54
Gathering information for NetBackup-Java applications ..................... ... 56
Enabling and disabling VxMS logging .... .... .... ........................... .... .... 57
Chapter 6 Troubleshooting the NetBackup Appliance setup
and configuration issues ................ .... .... ..................... 59
Troubleshooting the appliance setup and configuration issues .... ........... 59
About troubleshooting appliance installation and upgrade
problems ....... .... .... ........................... .... ............................... . 60
Troubleshooting appliance configuration problems .. .... ........................ 61
Resolving a boot order change problem ............ .... .... ........................ 62
About a login error message that does not go away ... .... ...................... 66
Failure to complete role configuration when NetBackup Appliance
Directory is down ..... ........................... .... .... ........................... . 67
8Contents
Chapter 7 Troubleshooting generic issues .. .... ........................... .... .. 70
Troubleshooting generic issues ... .... .... ........................... .... .... ......... 71
Troubleshooting target mode port from the client ........ .... ..................... 72
About Fibre Transport media server verification ........ .... ................ 76
Troubleshooting failure to connect to a media server and create storage
unit .................. .... ............................... .... ............................. 76
Troubleshooting possible issues to enable or disable the SAN Client
Fibre Transport ..... .... .... ........................... .... .... ..................... 77
Troubleshooting self-test errors ....... .... ............................... .... ......... 77
About troubleshooting a corrupt storage partition ......................... .... ... 78
About troubleshooting FactoryReset problems ................ .... .... ............ 80
Discard RAID preserved cache after performing a factory reset .............. 81
Crash analysis in case of kernel coredump .................... .... .... ............ 81
Troubleshooting IPv6 network problems .................. .... .... .................. 82
Reinstallation of the NetBackup Appliance software on a 5220 can fail
..... .... ............................... .... ............................... .... ............ 84
NetBackup deduplication disk pool or disk volume intermittently goes
to a DOWN state .. ............................... .... ............................... 84
Failed to perform the Appliance Factory Reset operation on a media
server ....... .... .... ........................... .... .... ........................... .... . 85
Failed to boot NetBackup 5220 appliance due to the missing embedded
RAID controller information ............................ .... .... ................... 86
Resolving an fsck test failure ............................. .... ......................... 87
Chapter 8 Troubleshooting Hardware Issues ...... .... .... ..................... 91
Starting an appliance that does not turn on ................ .... .... ................ 91
Troubleshooting an amber drive status LED on the appliance ................ 93
Troubleshooting a system drive that the management software does
not identify ... .... .... ........................... .... ............................... ... 94
Troubleshooting appliance power supply problems .................. .... .... .... 95
Troubleshooting system-induced shutdown .... .... ........................... .... . 96
Troubleshooting system status LED issues ................. .... ................... 98
Chapter 9 Removing and replacing appliance hardware
components .................... .... .... ........................... .... .... ... 100
9Contents
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 ....... .... ............................... .... ............................... ... 108
Chapter 10 Removing and replacing Symantec Storage Shelf
hardware ............... .... .... ........................... .... .... ............. 109
About customer-replaceable hardware in the Symantec Storage
Shelf ..................... .... .... ........................... .... .... .................. 109
Removing and replacing disk drives ........ .... ............................... .... 110
Removing and replacing a storage shelf power supply . ...................... 111
Removing and replacing an I/O module .. ........................... .... .... ...... 112
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 ... .... ........................... .... 122
Complete loss of appliance with recoverable attached storage
disks ......................... .... .... ........................... .... .... ........ 124
Complete loss of appliance and attached storage disks ........... .... . 153
NetBackup appliance software corruption .................. .... ............ 154
NetBackup appliance database corruption .............. .... .... ........... 155
NetBackup appliance catalog corruption ................. .... .... ........... 158
NetBackup appliance operating system corruption ... .................... 164
Chapter 12 NetBackup Appliance error messages ..... .... ................. 167
About NetBackup Appliance error messages ......................... .... ....... 167
Error messages displayed during initial configuration .. ....................... 168
Error messages displayed on the NetBackup Appliance Web
Console .... ............................... .... ............................... .... .... 169
Error messages displayed on the NetBackup Appliance Shell
Menu ........................ .... ............................... .... .................. 189
NetBackup status codes applicable for NetBackup Appliance .. ............ 196
10Contents
Index ............. .... .... ........................... .... .... ........................... .... .... ........................ 198
Chapter
About using the Troubleshooting Guide
This chapter includes the following topics:
■ About this guide
■ About the intended audience
■ About contacting Symantec Technical Support
■ About troubleshooting the NetBackup Appliance
1
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. It also provides detailed
instructions on how to troubleshoot the 52xx appliance hardware. This guide
helps you perform the following tasks:
■ Diagnose an issue by using the available tools to diagnose a problem.
■ Locate the relevant information to identify the core problem by referencing to
the relevant logs.
■ Resolve issues faced by implementing the best troubleshooting practices.
■ Safely remove and replace the hardware components that are faulty and cause
the issue to reoccur.
About the intended audience
Note: We ensure that our documents are up-to-date with the latest information about
the NetBackup Appliance hardware and software. You can refer to the DOC2792
for the most updated versions of the NetBackup Appliance documentation.
About the intended audience
This guide is intended for the end users that include system administrators and IT
technicians who are tasked with maintaining theNetBackup Appliance.
About contacting Symantec Technical Support
The Symantec Technical Support website has a wealth of information that can help
you solve 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
hand:
■ Ensure that you register the appliance and your contact information using the
Settings > Notification > Registration tab from the NetBackup Appliance Web
Console. Registration of your NetBackup appliance helps to make sure that you
are alerted to product updates and other important information about your
appliance.
■ Locate and note the serial number of your appliance, storage devices, and
switches as applicable.
See “Locating the NetBackup Appliance serial number” on page 19.
■ Refer to the error messages section in the Troubleshooting guide and confirm
the recommended action. You can refer to the following sections:
See “Error messages displayed during initial configuration” on page 168.
See “Error messages displayed on the NetBackup Appliance Web Console”
on page 169.
See “Error messages displayed on the NetBackup Appliance Shell Menu”
on page 189.
See “NetBackup status codes applicable for NetBackup Appliance” on page 196.
■ Gathering device logs using the Datacollect command.
12About using the Troubleshooting Guide
About troubleshooting the NetBackup Appliance
See “Gathering device logs with the DataCollect command” on page 54.
■ Ensure that Call Home is enabled and the proxy settings provided are correct.
You can use the Settings > Notification > Alert Configuration from the
NetBackup Appliance Web Console to apply the Call Home settings. See “About
Notification settings” on page 23.
For the complete list of best practices, See “About best practices” on page 17.
About troubleshooting the NetBackup Appliance
If you experience trouble with your appliance and cannot resolve the problem using
the troubleshooting wizards available from the 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.
The following steps offer general guidelines to help you resolve any problems you
may encounter while you use NetBackup. The steps provide links to more specific
troubleshooting information.
13About using the Troubleshooting Guide
About troubleshooting the NetBackup Appliance
14About using the Troubleshooting Guide
Table 1-1
Steps for troubleshooting NetBackup appliance problems
DescriptionActionStep
Note the error messageStep 1
To note what has gone wrong with the appliance you can use the following
options:
■ Error messages are usually the vehicle for telling you something went
wrong.
Refer to the error messages section in this guide and confirm the
recommended action.
You can refer to the following sections:
■ See “Error messages displayed during initial configuration”
on page 168.
■ See “Error messages displayed on the NetBackup Appliance Web
Console” on page 169.
■ See “Error messages displayed on the NetBackup Appliance Shell
Menu” on page 189.
■ If you don’t see an error message in an interface, but still suspect a
problem, you can:
■ Use the Monitor > Hardware tab from the NetBackup Appliance Web
Console to monitor the hardware, the storage devices, and all the
components that are associated with them.
■ Execute a hardware self-test from theNetBackup Appliance Shell
Menu using the Support > Test command. On completion of the
hardware self test, a detailed hardware monitoring report is displayed
on the NetBackup Appliance Shell Menu that can help you identify
the exact issue with your appliance.
■ Check the NetBackup Appliance reports and logs. The logs show you
what went wrong and the operation that was ongoing when the
problem occurred. See “Locating NetBackup Appliance log files using
the Browse command” on page 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
About troubleshooting the NetBackup Appliance
15About using the Troubleshooting Guide
Step 2
Table 1-1
Identify what you were doing,
when the problem occurred
Record all informationStep 3
Steps for troubleshooting NetBackup appliance problems (continued)
DescriptionActionStep
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 in case of a Windows computer.
Note: To start the Event Viewer, from the Start menu, click All Programs
> Administrative Tools > Event Viewer.
■ Error or status messages in dialog boxes
See “Locating NetBackup Appliance log files using the Browse command”
on page 53.
About troubleshooting the NetBackup Appliance
16About using the Troubleshooting Guide
Step 5
Table 1-1
Correct the problemStep 4
Complete a problem report
for Technical Support
Steps for troubleshooting NetBackup appliance problems (continued)
DescriptionActionStep
If you define the issue as a NetBackup issue, you can use the following
information to correct it:
■ Take the corrective action as recommended by the status code or
message.
See “NetBackup status codes applicable for NetBackup Appliance”
on page 196. for the most common NetBackup errors or NetBackup Status
Code Reference Guide.
■ If no status code or message exists, or the actions for the status code
do not solve the problem, use additional troubleshooting procedures to
isolate common problems.
See “Troubleshooting generic issues” on page 71.
If you can identify the logs that can help resolve the issue, collect the
appropriate logs. If you cannot identify the required logs for resolving the
problem, contact technical support to get advice on which logs to collect.
Getting the ‘support’ log is the starting information to troubleshoot the issue,
but other logs are required. If your troubleshooting is unsuccessful, prepare
to contact Technical Support by filling out a problem report.
See “About contacting Symantec Technical Support” on page 12.
The /usr/openv/netbackup/bin/goodies/support script creates a
file that contains data necessary for Technical Support to debug any problems
you encounter. The support logs provide the starting point to troubleshoot
the issue. You may need to collect other logs in case the issue cannot be
resolved using the support logs.
See “Viewing log files using the Support command” on page 51.
Contact Technical SupportStep 6
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/
See “About contacting Symantec Technical Support” on page 12.
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
Chapter
2
■ About IPv4-IPv6-based network support
■ About enabling BMR options
■ Interpretation of some of the fields of vxprint output from NetBackup Appliances
■ About deleting LDAP or Active Directory users
About best practices
This section lists the best practices for working with the appliance hardware and
software. It includes the following sections:
Table 2-1
Locating the NetBackup
Appliance serial number
Sections in the best practices chapter
This section provides the
steps to obtain the serial
number of your appliance.
LinkDescriptionSection
See “Locating the NetBackup
Appliance serial number”
on page 19.
About best practices
18Best practices
Table 2-1
About Fibre Channel HBA
card configuration verification
About Notification settings
About the IPMI sub-system
About passwordmanagement
and recovery
About IPv4 and IPv6 network
support
Sections in the best practices chapter (continued)
This section provides the
steps to verify the installation
and configuration of a SAN
Client Fibre Channel HBA
card.
This section provides the
importance for enabling the
Notification and Registration
setting.
This section provides a brief
description on why IPMI
sub-systems are vital and
need to be configured for your
appliance.
This section provides the
steps to be followed to
recover your password.
This section provides the
guidelines for configuring the
IPV4 and IPV6 addresses.
LinkDescriptionSection
See “About Fibre Channel
HBA card configuration
verification” on page 22.
See “About Notification
settings” on page 23.
See “ About the IPMI
sub-system” on page 24.
See “About password
management and recovery”
on page 25.
See “About IPv4-IPv6-based
network support” on page 26.
About enabling BMR options
Interpretation of some of the
fields of vxprint output from
NetBackup and PureDisk
appliances
About deleting LDAP or
Active Directory users
This section provides a brief
description on the application
and benefits of enabling the
BMR options when the
appliance is configured as a
master server.
This section provides an
explanation of how to
interpret the vxprint output.
This section provides the
precautions you need to take
while deleting LDAP or Active
Directory users from the
NetBackup Appliance.
See “About enabling BMR
options” on page 27.
See “Interpretation of some
of the fields of vxprint output
from NetBackup Appliances”
on page 27.
See “About deleting LDAP or
Active Directory users”
on page 29.
Locating the NetBackup Appliance serial number
In addition to these sections, you can also refer to the best practices specific to
disaster recovery, for more information See “Disaster recovery best practices”
on page 115.
Locating the NetBackup Appliance serial number
You need to note and refer to the NetBackup Appliance serial number when you
report an issue to Symantec support.
You can use either of the following options to locate the NetBackup Appliance serial
number.
■ Monitor > Hardware > Health details from the NetBackup Appliance Web
Console.
■ Monitor > Hardware ShowHealth Appliance [Item] Command from the
shell menu.
To locate the NetBackup Appliance serial number from the NetBackup Appliance
Web Console:
Log on to the NetBackup Appliance Web Console using your user credentials.
1
Select Monitor > Hardware
2
From the left-pane, click on the appliance name.
3
The appliance displays the Hardware health details page.
On the Hardware health details page, click the media server or master server
4
icon. For example, if you want to locate the serial number of a media server,
click on the media server icon.
The appliance displays the Media Server Details pop-up box, with the following
information:
■
NetBackup Appliance Hardware platform, for example - 5220, 5230
19Best practices
■ 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.
Locating the NetBackup Appliance serial number
To locate the NetBackup Appliance serial number in a NetBackup Appliance using
the shell menu:
Log on to the administrative NetBackup Appliance Shell Menu.
1
Enter the Monitor > Hardware ShowHealth Appliance [Product] command,
2
where [Product]is the value for the[Item ]parameter.
The serial number of your appliance is displayed, as seen in the following
example:
abc123.Monitor > Hardware ShowHealth Appliance Product
Gathering hardware information. It might take about a minute...
Compute Node abc123.engba.symantec.com
Time Monitoring Ran: Thu Mar 21 2013 04:47:09 PDT
Node does not have any errors.
+----------------------------------------------------------------+
| Hardware monitor information |
|+--------------------------------------------------------------+|
|| name | manufacturer | serial ||
||----------------------+--------------------+------------------||
||NetBackup 5230 |Symantec |abc123serno ||
|+--------------------------------------------------------------+|
+---------------------------------------------------------------+
20Best practices
For more information, refer to the Symantec NetBackup Appliance Command
Reference Guide.
See “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.
■ On a tab that you pull out from the front left side of the appliance.
Locating the NetBackup Appliance serial number
■ On a vertical bar in the rear panel of the appliance.
21Best practices
The serial number of the NetBackup 5220 appliance is located on the rear panel
of the appliance. 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
shelf.
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.
22Best practices
About Fibre Channel HBA card configuration
verification
After you install and configure a Fibre Channel HBA card on the appliance as Fibre
Transport media server to use with SAN clients, you may want to verify that at it is
configured properly. To do that, use the Main_Menu > Manage > FibreChannel
> Show command from the command line interface. When you run the Main_Menu
> Manage > FibreChannel > Show command and the HBA card was configured
properly, you see an output that is similar to the following:
Testsys.FC> Show
FC HBA card(s) are configured correctly.
**** FC HBA Cards ****
02:00.0 Fibre Channel: QLogic Corp. ISP2432-based 4Gb Fibre Channel
to PCI Express HBA (rev 03)
02:00.1 Fibre Channel: QLogic Corp. ISP2432-based 4Gb Fibre Channel
to PCI Express HBA (rev 03)
About Notification settings
03:00.0 Fibre Channel: QLogic Corp. ISP2532-based 8Gb Fibre Channel
to PCI Express HBA (rev 02)
03:00.1 Fibre Channel: QLogic Corp. ISP2532-based 8Gb Fibre Channel
to PCI Express HBA (rev 02)
06:00.0 Fibre Channel: QLogic Corp. ISP2532-based 8Gb Fibre Channel
to PCI Express HBA (rev 02)
06:00.1 Fibre Channel: QLogic Corp. ISP2532-based 8Gb Fibre Channel
to PCI Express HBA (rev 02)
**** Drivers ****
qla2xxx is loaded
windrvr6 is loaded
**** Ports ****
Bus ID Slot Port WWN Status Mode Speed Remote Ports
2:00.0 Slot3 21:00:...:07 Linkdown Initiator 4 gb/s
2:00.1 Slot3 21:01:...:07 Linkdown Initiator 4 gb/s
3:00.0 Slot2 21:00:...:30 Disconnect Target 8 gb/s
3:00.1 Slot2 21:00:...:31 Online Initiator 2 gb/s 0x21000024...
6:00.0 Slot1 21:00:...:82 Fabric Target 8 gb/s
6:00.1 Slot1 21:00:...:83 Online Initiator 8 gb/s 0x21000024...
23Best practices
*** 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. SAN Client is disabled or inactive.)
About Notification settings
You can use the Settings > Notification > Alert Configuration from the NetBackup
Appliance Web Console to apply the Call Home settings. AutoSupport in appliance
uses the data that is gathered by Call Home to provide proactive monitoring for the
appliance. If Call Home is enabled, the appliance uploads hardware and software
information (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
About the IPMI sub-system
AutoSupport server for further analysis and support. These error logs are also stored
on the appliance. You can access these logs from /log/upload/<date> folder. If
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.
Note: For Call Home to work correctly, ensure that your appliance has Internet
access either directly, or through a proxy server to reach the Symantec AutoSupport
servers.
NetBackup Appliance supports all the SNMP servers in the market. However, the
following SNMP servers are tested and certified for using with version 2.6.0.x:
■ ManageEngine™ SNMP server
■ HP OpenView SNMP server
Also ensure that you register the appliance and your contact information using the
Settings > Notification > Registration menu. Registering your NetBackup
appliance helps to make sure that you are alerted to product updates and other
important information about your appliance.
24Best practices
About the IPMI sub-system
Ensure that the IPMI sub-system is configured for your appliances. The Intelligent
Platform Management Interface (IPMI) sub-system is beneficial when an unexpected
power outage shuts down the connected system. This sub-system operates
independently of the operating system and can be connected using the IPMI port,
located on the rear panel of the appliance.
An IPMI lets you monitor and manage your appliance from a remote location by
using the Integrated Storage Manager (ISM) console. Once the operating system
is restarted, the IPMI system exposes the management data and structures to the
operating system. From the remote location, you can use a laptop or you can use
a keyboard, monitor, and mouse (KVM) to access the appliance.
Some of the main uses of IPMI are the following:
■ Manage a system remotely in the absence of an operating system
■ Change BIOS settings
■ Turn on, turn off, or recycle the system
■ Situations where local access using a monitor is not possible or preferred like
branch offices, remote data center, or headless systems.
About password management and recovery
■ Avoid expensive and messy cabling and hardware like keyboard, monitor, and
mouse (KVM) solutions.
Note: You can also use the IPMI sub-system to reimage your NetBackup Appliance.
For the detailed steps on configuring the IPMI sub-system, refer to the IPMI
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:
25Best practices
Table 2-2
Local Users
LDAP Users or
Active Directory
users
Password recovery for local and LDAP users
Use the Settings > Password
Management tab from the
NetBackup Appliance Web Console.
Use the following steps to reset or
change the password for an LDAP
or AD user:
■ Update the user password in the
Active Directory server or LDAP
server.
■ Use the Settings > Password
Management tab from the
NetBackup Appliance Web
Console.
See “About best practices” on page 17.
Steps to recover passwordSteps to change passwordUser Type
Contact the Symantec Technical
Support for changing the
password. An employee that
maintains the password may
leave the company, or you may
lose or forget the password. If any
of these situations occur, contact
Symantec Technical Support for
assistance.
Considering the example when
an LDAP user leaves the
company, or may lose or forget
the password. Use the following
steps to reset or change the
password for an LDAP user:
■ Recover the password using
the LDAP server.
■ Contact the Symantec
Technical Support for
changing the password.
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.
Either the NetBackup Appliance Web Console or the NetBackup Appliance Shell
Menu can be used to enter the IPv4 and IPv6 address information.
Review the following considerations for IPv6 addresses:
■ NetBackup appliances do not support a pure IPv6 network. An IPv4 address
must be configured for the appliance, otherwise the initial configuration (which
requires the command hostname set) is not successful. For this command to
work, at least one IPv4 address is required.
For example, suppose that you want to set the hostname of a specific host to
v46. To do that, first make sure that the specific host has at least one IPv4
address and then run the following command:
Main_Menu > Network > Hostname set v46
■ Only global addresses can be used, not addresses with link-local or node-local
scope. Global-scope and unique-local addresses are both treated as global
addresses by SUSE.
Global-scope IP addresses refer to the addresses that are globally routable.
Unique-local addresses are treated as global on SUSE.
■ You cannot use both an IPv4 and an IPv6 address in the same command. For
example, you cannot use Configure 9ffe::9 255.255.255.0 1.1.1.1. You
should use Configure 9ffe::46 64 9ffe::49 eth1.
26Best practices
■ Embedding the IPv4 address within an IPv6 address is not supported. For
example, you cannot use an address like 9ffe::10.23.1.5.
■ You can add an appliance media server to the master server if the IPv6 address
and the host name of the appliance media server are available.
For example, to add an appliance media server to the master server, enter the
IPv6 address of the appliance media server as follows:
Example:
Main > Network > Hosts add 9ffe::45 v45 v45
Main > Appliance > Add v45 <password>
You do not need to provide the IPv4 address of the appliance media server.
■ A pure IPv6 client is supported in the same way as in NetBackup.
■ You can enter only one IPv4 address for a network interface card (NIC) or bond.
However, you can enter multiple IPv6 addresses for a NIC or bond.
■ 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
over IPv6.
■ The Main_Menu > Network > Hosts command supports multiple IPv6 addresses
to be assigned to the same host name having one network interface card (NIC).
However, only one IPv4 address can be assigned to a specific host name having
one NIC using this command.
■ You can add an IPv6 address of a network interface without specifying a gateway
address.
For more details, see the NetBackup Appliance Command Reference Guide.
About enabling BMR options
You can now enable Bare Metal Restore (BMR) from Manage > Host > Advanced
in the NetBackup Appliance Web Console when the appliance is configured as a
master server. BMR is the server recovery option of NetBackup that automates and
streamlines the server recovery process. Thus making it unnecessary to manually
reinstall the operating systems or configure hardware. BMR allows the recovery of:
■ Windows systems to completely different hardware (Dissimilar System Recovery
or DSR)
■ UNIX/Linux systems to disks of varying geometry (Dissimilar Disk Recovery or
DDR)
About enabling BMR options
27Best practices
For more information about the recovery process using BMR, refer to the BMR
Administrator’s Guide.
See “About best practices” on page 17.
Interpretation of some of the fields of vxprint output from NetBackup Appliances
The output of the vxprint command displays the layout and configuration of
NetBackup appliances, including volumes, disks, and subdisks. This section explains
the different columns in vxprint output from all versions of NetBackup Appliances.
This helps the field engineers, support engineers, consultants, the customers, and
the partners understand the volumes layout and how much spaces are allocated
to different volumes for configuration and troubleshooting purposes.
Interpretation of some of the fields of vxprint output from NetBackup Appliances
28Best practices
Let us consider an example of a vxprint output from a NetBackup 5220 appliance
running version 2.0.2 where a Symantec Storage Shelf is attached to the Base Unit:
# vxprint
Disk group: nbuapp
TY NAME ASSOC KSTATE LENGTH PLOFFS STATE TUTIL0 PUTIL0
dg nbuapp nbuapp - - - - - -
dm disk_1 disk_1 - 9755774656 - - - -
dm disk_2 disk_2 - 76171777984 - - - -
v advol fsgen ENABLED 1560281088 - ACTIVE - -
pl advol-01 advol ENABLED 1560281088 - ACTIVE - -
sd disk_1-02 advol-01 ENABLED 1560281088 0 - - -
v catvol fsgen ENABLED 1951154176 - ACTIVE - -
pl catvol-01 catvol ENABLED 1951154176 - ACTIVE - -
sd disk_1-01 catvol-01 ENABLED 2097152 0 - - -
sd disk_1-03 catvol-01 ENABLED 1949057024 2097152 - - -
DescriptionRow/Column
dm rows
Volume names
Length
These rows list two disks named disk_1 and disk_2. The disk_1
is the base 5220 unit, disk_2 is the storage from the Storage Shelf
attached to the Base unit. The storage belonging to the Storage Shelf
may be disk_2, or disk_3, or disk_0 or any other number.
The volume names are in the 2nd columns in rows starting with 'v'
(abbreviation for volumes). For example, advol - displays
AdvancedDisk volume, and catvol - displays for catalog volume.
In the 3rd columns in rows starting with pl (plexes) subdisk names
are listed in 2nd column in rows starting with 'sd' (subdisk). If the
name of the subdisk and volume is followed, it can be identified which
disk a particular volume resides in. For example, catvol is on
disk_1.
The LENGTH column provides information in 512 bytes. To get the
size in KB, divide the LENGTH value by 2. Then keep dividing the
result by 1024 to get to GB or TB
For example, the catvol LENGTH column displays the value is
1951154176 which is 930 GB.
See “About best practices” on page 17.
About deleting LDAP or Active Directory users
About deleting LDAP or Active Directory users
When you delete an LDAP or Active Directory user, ensure that you delete the user
from the NetBackup Appliance. If you delete a user from the LDAP or Active
Directory before deleting it from the NetBackup Appliance it results in an error
condition.
Note: If the user is removed from the LDAP directory or Active Directory (and not
removed from appliance), though the user is listed as LDAP or AD authorized user,
the user will not be able to log in. So, these users poses no security threat.
For example, you want to delete user John Doe from the LDAP server and the
NetBackup Appliance. You delete the user entry for John Doe from your LDAP
server. Then you log into the NetBackup Appliance Shell Menu and to remove a
user using the LDAP > Users Remove John Doe command. The appliance does
not recognize the user and displays the following error:
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.
See “About best practices” on page 17.
29Best practices
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
3
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:
Table 3-1
Troubleshooting and tuning
your appliance using the
Appliance Diagnostics Center
About NetBackup support
utilities
Sections in the Software Troubleshooting Tools chapter
LinkDescriptionSection
This section describes the
Appliance Diagnostics Center
used to troubleshoot multiple
failures and resolve issues in
the NetBackup Appliance by
using some interactive
self-repair wizards.
This section describes the
NetBackup support utilities
supported by the NetBackup
Appliance.
See “Troubleshooting and
tuning Appliance from the
Appliance Diagnostics
Center” on page 31.
See “About NetBackup
support utilities” on page 36.
Troubleshooting and tuning Appliance from the Appliance Diagnostics Center
31About Software Troubleshooting Tools
Table 3-1
About changing VxAT
properties
See “About this guide” on page 11.
Sections in the Software Troubleshooting Tools chapter (continued)
LinkDescriptionSection
This section describes the
script used to configure the
Symantec Product
Authentication Service (AT)
Server parameters
See “About changing VxAT
properties” on page 38.
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.
Each wizard helps you perform specific diagnostic tasks. Some of the wizards also
guide you through system optimization and tuning. These wizards can be accessed
by clicking the Appliance Diagnostics Center icon on the NetBackup Appliance Web
Console. The icon is located on the upper-right corner of the NetBackup Appliance
Web Console and looks like the following:
When you click this icon, the Appliance Diagnostics Center page appears where
you can see the Available and the Running Wizard Jobs tab. You can return to
the NetBackup Appliance Web Console by closing this page.
All the troubleshooting wizards are listed under the Available tab.
Figure 3-1 shows a sample view of the Available tab.
Figure 3-1
Available tab
Troubleshooting and tuning Appliance from the Appliance Diagnostics Center
The Running Wizard Jobs tab lists the wizards that were started but are not
complete yet. If you close a wizard without completing it (using the cross icon) or
leave it unfinished, it is listed under the Running Wizard Jobs tab. You can resume
or delete these active wizards by clicking the respective icons from the Resume or
Delete columns.
Figure 3-2 shows a sample view of the Running Wizard Jobs tab.
32About Software Troubleshooting Tools
Figure 3-2
Running Wizard Jobs tab
You can do the following to run the wizards from the Available tab:
Click Test Call Home
functionality
Click Check Disk
Configuration
Use this wizard to troubleshoot Call Home failures. The wizard
checks if 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.
Use this wizard to troubleshoot disk storage issues, tuning, and
availability. The wizard checks the storage partitions like
AdvancedDisk, etc., and does the following:
■ Checks if the storage paths are mounted. If they are not mounted,
it provides an option for you to mount them.
■ Checks if the disk pool and disk volumes are up and running. If
they are not running, the wizard provides an option for you to
reset them.
■ Checks if PureDisk services are up and running. If they are not
running, the wizard helps to start these services.
Troubleshooting and tuning Appliance from the Appliance Diagnostics Center
33About Software Troubleshooting Tools
Click Collect Log files
Click Perform a
hardware health
check
Click Test and
diagnose network
issues
Use this wizard to collect log files from an Appliance.
The wizard lets you collect different types of log files like NetBackup,
Appliance, operating system, PureDisk, GUI, NBSU (NetBackup
Support Utility), DataCollect etc. Note that it may take several
minutes to collect the NetBackup logs.
Table 3-2 lists details about the log files that are collected by the
wizard.
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
configure SMTP from Settings > Notification > Alert
Configuration in the NetBackup Appliance Web Console.
■ To email the logs, the collected log size must be 10 MB or less.
Use this wizard to perform a hardware health check of your
environment. The wizard helps you determine if hardware
components like CPU, Disk, Fan, RAID, are working fine.
Use this wizard to check the network connectivity of your Appliance
with the master server, media servers, storage servers, and clients.
The wizard helps you to quickly test and diagnose network-related
issues.
Table 3-2 lists the log files that are collected by the Collect Log Files Wizard. The
logs are collected based on the log type that you specify. If you are collecting
NetBackup logs, you can also specify the time frame for which you want to collect
the logs.
Troubleshooting and tuning Appliance from the Appliance Diagnostics Center
34About Software Troubleshooting Tools
Table 3-2
NetBackup
Log files collected by the Collect Logs Wizard
What is collected?Log Type
Logs created by the NetBackup Copy Logs tool (nbcplogs). These include
the following:
■ NetBackup legacy logs
■ NetBackup VxUL (Unified) logs
■ NetBackup OpsCenter logs
■ NetBackup PureDisk logs
■ Windows Event logs (Application, System, Security)
■ PBX logs
■ NetBackup database logs
■ NetBackup database error logs
■ NetBackup database trylogs
■ Vault session logs
■ Volume Manager debug logs
■ VxMS logs, if enabled
Note: The legacy logs and the VXlogs are collected based on the time frame
that you specify.
Troubleshooting and tuning Appliance from the Appliance Diagnostics Center
35About Software Troubleshooting Tools
Table 3-2
Appliance
Log files collected by the Collect Logs Wizard (continued)
What is collected?Log Type
Appliance logs including upgrade, hardware, event logs and so on. The
following Appliance logs are collected:
■ hostchange.log, selftest_report*
■ Logs created by the CallhomeDataGather utility.
■ config_nb_factory.log, iso_postinstall.log, sf.log
■ patch_*, upgrade_* logs
■ NetBackup Appliance VxUL (Unified) logs, which include:
■ All
■ CallHome
■ Checkpoint
■ Common
■ Config
■ Database
■ Hardware
■ HWMonitor
■ Network
■ RAID
■ Seeding
■ SelfTest
■ Storage
■ SWUpdate
■ Commands
■ CrossHost
■ Trace
Note: The NetBackup Appliance unified logs are not the same as the
NetBackup unified logs, such as nbpem or nbjm. NetBackup Appliance
has its own set of unified logs. To collect the NetBackup unified logs,
select NetBackup in the Collect Logs Wizard.
Operating
system
Operating system logs that include the following:
■ boot.log
■ boot.msg
■ boot.omsg
■ messages
About NetBackup support utilities
36About Software Troubleshooting Tools
Table 3-2
Log files collected by the Collect Logs Wizard (continued)
What is collected?Log Type
Deduplication
(Media Server
Deduplication
Pool or
PureDisk)
NetBackup
Appliance
Web Console
support utility
(nbsu)
DataCollect
All logs related to Media Server Deduplication Pool (MSDP) are collected
under the following directories:
<DIR> PD
■ /var/log/puredisk
■ /disk/log
All logs related to NetBackup Appliance Web Console logs are collected
under the following directories:
/log/webgui
Diagnostic information about NetBackup and the operating system.NetBackup
Hardware and storage device logs. The logs created by the DataCollect
utility are collected.
About NetBackup support utilities
The NetBackup Appliance provides the following support utilities to help diagnose
NetBackup problems:
■ NetBackup Domain Network Analyzer (NBDNA)
■ NetBackup Support Utility (nbsu)
NetBackup Domain Network Analyzer (NBDNA)
You can run the NBDNA utility on a NetBackup primary or secondary appliance to
perform the following tasks:
■ Identifying the NetBackup domain configuration to resolve network-related issues
■ Identifying the NetBackup performance issues
■ Ensuring the behavior with regards to the host name lookup is functional
■ 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:
About NetBackup support utilities
Running audit as Media Server.
Collection Version: x.x
Collection Time: Tuesday, October 7, 2010 at 19:17:11 PM
NBU Release: NetBackup-SuSE2.6.16 7.0.1.5
NBU Version: 7.0.1.5
NBU Major Version: 7.0
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.
2) Check connectivity to Master (and EMM) server.
3) If SSO configured, get list of media servers sharing devices.
4) Get list of all clients which could send data here for backup.
5) Test NBU ports for basic connectivity between media servers
sharing devices.
6) Test NBU ports for basic connectivity between media server and
clients it backs up.
7) Perform service level tests for phase 2
8) Capture data for reports; save reports.
9) Save data to report files.
----------------------------------------------------
37About Software Troubleshooting Tools
Discovering and mapping the NetBackup domain network for analysis
by extracting data from current system's configuration.
(To see more details, consider using '-verbose' switch.)
Probing Completed in 4.695464 seconds.
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 nbsu utility to gather appropriate diagnostic information about
NetBackup and the operating system. The Symantec NetBackup Troubleshooting
Guide describes when you would use this utility, as well as how to run it.
See “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 changeVxATProperties script.
About changing VxAT properties
38About Software Troubleshooting Tools
Enter the following command to configure the AT parameters on UNIX:
/opt/SYMCOpsCenterServer/bin/changeVxATProperties.sh
The changeVxATProperties script prompts you to enter the following details:
■ Authentication Service Host Name
■ Authentication Service Port Number
■ Authentication Service Domain Name
■ Authentication Service Domain Name
■ Authentication Service Password
See “Tools for troubleshooting the NetBackup Appliance” on page 30.
Chapter
About the Symantec Storage Shelf
This chapter includes the following topics:
■ Understanding the Symantec Storage Shelf
■ Symantec Storage Shelf specifications
■ About the storage shelf front panel
■ About the storage shelf rear panel
4
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. They connect
to the appliance through SAS technology.
The storage shelf includes two power supplies and two I/O modules. The power
supplies provide power and cooling for the unit. Load sharing is used during normal
operations to provide power for the storage shelf. If one power supply fails, the
other power supply automatically provides the load for the entire system until the
failed unit is replaced.
The I/O modules provide the SAS interface for the data. Load balancing is also
used. If one module fails, NetBackup operations continue although performance
can be affected during periods of high activity.
The drive in slot 16 in the storage shelf is held in reserve as a hot spare. If any drive
in the storage shelf fails, the hot spare is activated to replace the failed drive. RAID
parity information is used to reconstruct on the hot spare the data that is stored on
Symantec Storage Shelf specifications
the failed drive. Rebuilding the data on the hot spare can take several hours to
complete. After the failed drive is replaced, copyback can be invoked to have the
hot spare drive populate the new drive with the data. The hot spare drive is returned
to the hot spare role.
See “Symantec Storage Shelf specifications” on page 40.
See “About the storage shelf front panel” on page 41.
See “About the storage shelf rear panel” on page 44.
See “About the Symantec Storage Shelf” on page 39.
Symantec Storage Shelf specifications
This section provides general specifications for the Symantec Storage Shelf.
See “Physical dimensions” on page 40.
See “Power specifications” on page 40.
See “Environmental specifications” on page 41.
See “Understanding the Symantec Storage Shelf” on page 39.
See “About the storage shelf front panel” on page 41.
See “About the storage shelf rear panel” on page 44.
40About the Symantec Storage Shelf
See “About the Symantec Storage Shelf” on page 39.
Physical dimensions
■ 5.25 in. (13.35 cm) height
■ 17.6 in. (44.7 cm) width
■ 22.1 in. (56.1 cm) depth
■ 71.7 lbs (32.5 kg) weight
See “Power specifications” on page 40.
See “Environmental specifications” on page 41.
See “Symantec Storage Shelf specifications” on page 40.
Power specifications
■ 100–240-VAC auto-ranging
■ 50-60 Hz
■ 580W
See “Physical dimensions” on page 40.
See “Environmental specifications” on page 41.
See “Symantec Storage Shelf specifications” on page 40.
Environmental specifications
■ Operating temperature: 50° F to 95° F (10° C to 35° C) with maximum rate of
change not to exceed 10° C per hour
■ Non-operating temperature: -40° F to 140° F (-40° C to 60° C)
■ Operating humidity: 8% to 80% non-condensing
■ Non-operating humidity: 90% non-condensing @ 35°C
■ Operating shock: Half sine, 2g peak, 11ms duration
■ Non-operating shock: 10g amplitude, 11ms duration
■ Altitude: 0 FT to 7000 FT (2100 m) or 0 FT to 10,000 FT (3000 m) @ less than
95 °F (35 °C)
See “Physical dimensions” on page 40.
See “Power specifications” on page 40.
See “Symantec Storage Shelf specifications” on page 40.
About the storage shelf front panel
41About the Symantec Storage Shelf
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.
The LEDs provide status and activity information about the drive.
In addition to the drive slots, the front panel contains two sets of three LEDs in the
right-side handle. These LEDs provide information about the overall storage system
and about the system components
Figure 4-1 shows the front panel.
Figure 4-2 identifies the LEDs.
Table 4-1 provides the information about the LEDs.
Table 4-2 provides the information about the drive slot LEDs.
Figure 4-3 shows the drive slot numbers.
About the storage shelf front panel
42About the Symantec Storage Shelf
Figure 4-1
Figure 4-2
Front panel
Front panel LED detail
Table 4-1
OffElementNumber
Storage shelf front panel LEDs
RedAmberFlashing GreenSteady
Green
———NormalSystem offPower LED1
2
status LED
8
LED
—NormalSystem offGlobal enclosure
Malfunction
of one power
supply
Malfunction
of both power
supplies
————Not used3
——Activity—No activityFirst I/O module LED7
——Activity—No activitySecond I/O module
About the storage shelf front panel
43About the Symantec Storage Shelf
Table 4-1
OffElementNumber
Storage shelf front panel LEDs (continued)
RedAmberFlashing GreenSteady
Green
Heartbeat LED9
Storage shelf has
not established
communication
with the appliance.
Table 4-2
—System off.
that a connection
with the appliance
is established.
Blinks every four
seconds when one
I/O module is
connected. Blinks
every two seconds
when both I/O
modules are
connected.
Storage shelf drive components on front panel
——Normal. Indicates
AmberFlashing BlueSteady BlueSteady GreenOffElementNumber
—————Drive release button4
—Drive status LED5
and configured.
——Drive is present
Drive is not
operating
normally.
Consult your
data logs
before
proceeding.
6
Drive power/ activity
LED
Figure 4-3
present.
Drive slot numbers
—ActivityDrive present—No drive
See “Understanding the Symantec Storage Shelf” on page 39.
See “Symantec Storage Shelf specifications” on page 40.
See “About the storage shelf rear panel” on page 44.
See “About the Symantec Storage Shelf” on page 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.
Figure 4-4 shows the storage shelf rear panel. The rear panel provides access to
the I/O modules (1) that connect the storage shelf to the NetBackup appliance. The
power supplies (2) are located under the I/O modules.
About the storage shelf rear panel
44About the Symantec Storage Shelf
Figure 4-4
The I/O modules include the SAS_IN and the SAS_OUT ports. The SAS_IN port
is used to connect the I/O module directly to the SAS port on the appliance external
RAID card. If more than one storage shelf is used, the SAS_OUT port of the shelf
that is attached to the appliance attachs to the SAS_IN ports of the next shelf.
Figure 4-5 shows the components in a storage shelf I/O module. Table 4-3 provides
the information about the components available on the I/O module.
Storage shelf rear panel
About the storage shelf rear panel
45About the Symantec Storage Shelf
Figure 4-5
Table 4-3
Storage shelf I/O module
Storage shelf I/O module components
DescriptionComponentNumber
Reserved for troubleshooting.I/O port1
SAS_IN port LED2
Indicates the status of the SAS_IN port.
■ Dark—Link down
■ Steady green—Link up
■ Flashing green— Activity
Connector for SAS input.SAS_IN port3
Connector for SAS output.SAS_OUT port4
SAS_OUT port LED5
Indicates the status of the SAS_OUT port.
■ Dark—Link down
■ Steady green—Link up
■ Flashing green— Activity
About the storage shelf rear panel
46About the Symantec Storage Shelf
Table 4-3
Storage shelf I/O module components (continued)
DescriptionComponentNumber
I/O module status LED6
Indicates the I/O status for this module.
■ Dark—Off
■ Steady green—Ready
■ Flashing green— Activity
Note: The first I/O module is ready a few seconds after
the shelf is turned on. The second I/O module is ready
a few seconds after the first module.
Secures the module in the storage shelf.Latch7
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. The Global Enclosure status LED on the
front panel of the storage shelf also shows when a power supply is not running.
This LED remains amber until both power supplies provide power to the storage
shelf.
Figure 4-6 shows the storage shelf power supplies located under the I/O modules.
The LED on each power supply is circled. Table 4-4 provides the information about
the power supply LED states.
Figure 4-6
Table 4-4
Storage shelf power supply
Power Supply LED states
StateColor
Power supply is not in operation.Off
Power is on and the system is in operation.Steady green
Power supply is OK but not in operation.Flashing green
About the storage shelf rear panel
47About the Symantec Storage Shelf
Table 4-4
Power Supply LED states (continued)
StateColor
Power supply has failed.Red
See “Understanding the Symantec Storage Shelf” on page 39.
See “Symantec Storage Shelf specifications” on page 40.
See “About the storage shelf front panel” on page 41.
See “About the Symantec Storage Shelf” on page 39.
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
■ Gathering device logs with the DataCollect command
■ Gathering information for NetBackup-Java applications
5
■ Enabling and disabling VxMS logging
About working with log files
As you define and troubleshoot a problem, always try to capture potentially valuable
information. NetBackup Appliance has the ability to capture hardware-, software-,
system-, and performance-related data. These log files capture information such
as how the appliance has been running, whether there are any issues such as
unconfigured volumes or arrays, temperature issues, batteries not being found, etc.
These log files are stored in specific directories and can be accessed using the
following methods:
Table 5-1 lists the methods you can use to access the various appliance logs.
About working with log files
49Working with log files
Table 5-1
Viewing log files
NetBackup Appliance Web
Console
NetBackup Appliance Web
Console
You can use the Collect Log
files wizard from the NetBackup
Appliance Web Console to collect
log files from an appliance.
See “About using the Collect Log
files wizard” on page 51.
See “Troubleshooting and tuning
Appliance from the Appliance
Diagnostics Center” on page 31.
You can use the Monitor > SCSP
Audit View screen from the
NetBackup Appliance Web
Console to retrieve the audit logs
of an appliance.
Logs collected..Using...From...
■ Logs created by the
NetBackup Copy Logs
tool (nbcplogs)
■ Appliance logs including
high availability,
hardware, and event logs
■ Operating system logs
■ All logs related to Media
Server Deduplication
Pool (MSDP)
■ All logs related to the
NetBackup Appliance
Web Console
■ Diagnostic information
about NetBackup and the
operating system
■ Hardware and storage
device logs
NetBackup appliance's audit
logs
NetBackup Appliance
Shell Menu
You can use the Main >
Support > Logs > Browse
commands to open the
LOGROOT/> prompt. You can
use commands like ls and cd
to work with the appliance log
directories and obtain the various
logs.
See “Viewing log files using the
Support command” on page 51.
■ NetBackup appliance
configuration log
■ NetBackup logs, Volume
Manager logs, and the
NetBackup logs that are
contained in the openv
directory
■ NetBackup appliance
operating system (OS)
installation log
■ NetBackup administrative
web user interface log
and the NetBackup web
server log
■ NetBackup 52xx
appliance device logs
About working with log files
50Working with log files
Table 5-1
NetBackup Appliance
Shell Menu
NetBackup Appliance
Shell Menu
Viewing log files (continued)
You can use the Main >
Support > Logs >
VxLogView Module
ModuleName commands to
access the NetBackup Appliance
VxUL (unified) logs. You can also
use the Main > Support >
Share Open commands and use
the desktop to map, share, and
copy the VxUL logs.
You can use the Main >
Support > DataCollect
commands to collect storage
device logs.
See “Gathering device logs with
the DataCollect command”
on page 54.
Logs collected..Using...From...
NetBackup Appliance unified
logs:
■ All
■ CallHome
■ Checkpoint
■ Commands
■ Common
■ Config
■ CrossHost
■ Database
■ Hardware
■ HWMonitor
■ Network
■ RAID
■ Seeding
■ SelfTest
■ Storage
■ SWUpdate
■ Trace
NetBackup 5xxx storage
device logs
NetBackup-Java
applications
If you encounter problems with
the NetBackup-Java applications,
you can use the scripts in this
section to gather the required
information for contacting support.
See “Gathering information for
NetBackup-Java applications”
on page 56.
Logs relating to the
NetBackup-Java applications
About using the Collect Log files wizard
About using the Collect Log files wizard
You can use the Collect Log files wizard from the NetBackup Appliance Web
Console to collect log files from an Appliance. The wizard lets you collect different
types of log files like NetBackup, Appliance, operating system, PureDisk, GUI,
NBSU (NetBackup Support Utility), DataCollect and so on.
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
the Appliance Diagnostics Center” on page 31.
See “About working with log files” on page 48.
Viewing log files using the Support command
You can use the following section to view the log file information.
To view logs using the Support > Logs > Browse command:
Enter browse mode using the Main_Menu > Support > Logs followed by the
1
Browse command in the NetBackup Appliance Shell Menu. The LOGROOT/>
prompt appears.
To display the available log directories on your appliance, type ls at LOGROOT/>
2
prompt.
To see the available log files in any of the log directories, use the cd command
3
to change directories to the log directory of your choice. The prompt changes
to show the directory that you are in. For example, if you changed directories
to the GUI directory, the prompt appears as LOGROOT/GUI/>. From that prompt
you can use the ls command to display the available log files in the GUI log
directory.
To view the files, use the less <FILE> or tail <FILE> command. Files are
4
marked with <FILE> and directories with <DIR>.
51Working with log files
See “Locating NetBackup Appliance log files using the Browse command”
on page 53.
To view NetBackup Appliance unified (VxUL) logs using the Support > Logs
command:
You can view the NetBackup Appliance unified (VxUL) logs with the Support
1
> Logs > VXLogView command. Enter the command into the shell menu and
use one of the following options:
Viewing log files using the Support command
■ Logs VXLogView JobID job_id
Use to display debug information for a specific job ID.
■ Logs VXLogView Minutes minutes_ago
Use to display debug information for a specific timeframe.
■ Logs VXLogView Module module_name
Use to display debug information for a specific module. The available module
names are: All, CallHome, Checkpoint, Common, Config, Database,
Hardware, HWMonitor, Network, RAID, Seeding, SelfTest, Storage,
SWUpdate, Commands, CrossHost, and Trace.
If you want, you can copy the unified logs with the Main > Support > Share
2
Open command. Use the desktop to map, share, and copy the logs.
Note: The NetBackup Appliance unified logs are not the same as the NetBackup
unified logs, such as nbpem or nbjm. NetBackup Appliance has its own set of unified
logs. To collect the NetBackup unified logs, use the Collect Logs Wizard and select
NetBackup.
See “Troubleshooting and tuning Appliance from the Appliance Diagnostics Center”
on page 31.
You can also use the Main_Menu > Support > Logs commands to do the following:
52Working with log files
■ 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. In addition, log recycling has been enabled, and the default
number of log files has been set to 50.
Refer to the NetBackup Appliance Command Reference Guide for more information
on the above commands.
See “About working with log files” on page 48.
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 Support > Logs > Browse command.
53Working with log files
Table 5-2
NetBackup appliance configuration log
NetBackup appliance selftest report
NetBackup appliance host change log
NetBackup logs, Volume Manager logs, and
the NetBackup logs that are contained in the
openv directory
NetBackup appliance operating system (OS)
installation log
NetBackup Appliance log file locations
Log file locationNetBackup appliance logs
<DIR> APPLIANCE
config_nb_factory.log
<DIR> APPLIANCE
selftest_report
<DIR> APPLIANCE
hostchange.log
<DIR> NBU
■ <DIR> netbackup
■ <DIR> openv
■ <DIR> volmgr
<DIR> OS
boot.log
boot.msg
boot.omsg
messages
NetBackup deduplication (PDDE)
configuration script log
NetBackup Administrative web user interface
log and the NetBackup web server log
<DIR> PD
pdde-config.log
<DIR> WEBGUI
■ <DIR> gui
■ <DIR> webserver
Gathering device logs with the DataCollect command
54Working with log files
Table 5-2
NetBackup Appliance log file locations (continued)
Log file locationNetBackup appliance logs
NetBackup appliance device logs
/tmp/DataCollect.zip
You can copy the DataCollect.zip to
your local folders using the Main >
Support > Logs > Share Open
command.
See “About working with log files” on page 48.
Gathering device logs with the DataCollect command
You can use the DataCollect command from the Main > Support shell menu to
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
■ Veritas File System logs
■ Test hardware logs
■ CPU information
■ Disk performance logs
■ Memory information
■ Hardware information
To gather device logs with the DataCollect command
Log on to the administrative NetBackup Appliance Shell Menu.
1
Open the Support menu. To open the support menu, use the following
2
command:
Main > Support
The appliance displays all the sub-tasks in the support menu.
Gathering device logs with the DataCollect command
Enter the DataCollect command to gather storage device logs.
3
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
Gathering disk performance logs
Gathering ipmiutil command output
Gathering cpu information
Gathering memory information
Gathering sdr logs
Gathering adpallinfo logs
Gathering encinfo logs
Gathering cfgdsply logs
Gathering ldpdinfo logs
Gathering pdlist logs
Gathering fru logs
Gathering adpbbucmd logs
Gathering os logs
Gathering adpalilog logs
Gathering dfinfo logs
Gathering vxprint logs
Gathering Test Hardware logs
Gathering patch logs
55Working with log files
All logs have been collected in /tmp/DataCollect.zip
Log file can be collected from the appliance shared folder
- \\appliance123\logs\APPLIANCE
Share can be opened using Main->Support->Logs->Share Open
=======================End of DataCollect==================
All logs have been collected in /tmp/DataCollect.zip
The appliance generates the device log in the /tmp/DataCollect.zip file.
Gathering information for NetBackup-Java applications
Copy the DataCollect.zip to your local folders using the Main > Support
4
> Logs > Share Open command.
You can send the DataCollect.zip file to the Symantec Support team to
5
resolve your issues.
See “About working with log files” on page 48.
Gathering information for NetBackup-Java
applications
If you encounter problems with the NetBackup-Java applications, use the following
methods to gather data for support.
The following scripts are available for gathering information:
56Working with log files
jnbSA
( NetBackup-Java administration application startup script)
NetBackup-Java administration application on Windows
/usr/openv/java/get_trace
/usr/openv/netbackup/bin/goodies/support
Logs the data in a log file in
/usr/openv/netbackup/logs/user_ops/nbjlogs.
At startup, the script tells you which file in this
directory it logs to. Normally, this file does not
become very large (usually less than 2 KB).
Consult the file
/usr/openv/java/Debug.properties for
the options that can affect the contents of this
log file.
Logs the data in a log file if NetBackup is
installed on the computer where the application
was started. It logs on
install_path\NetBackup\logs\user_ops\nbjlogs.
If NetBackup was not installed on this
computer, then no log file is created. To
produce a log file, modify the last “java.exe”
line in the following to redirect output to a file:
install_path\java\nbjava.bat.
Provides a Java Virtual Machine stack trace
for support to analyze. This stack trace is
written to the log file that is associated with the
instance of execution.
Creates a file containing data necessary for
customer support to debug any problems you
encounter. For more details, consult the usage
information of the script by using support -h.
Enabling and disabling VxMS logging
The following example describes how you can gather troubleshooting data for
Symantec Technical Support to analyze.
57Working with log files
An application does not
respond.
Still no response after
several minutes.
Get data about your
configuration.
Contact Symantec
Technical Support
Wait for several minutes before you assume that the operation
is hung. Some operations can take quite a while to complete,
especially operations in the Activity Monitor and Reports
applications.
Run /usr/openv/java/get_trace under the account
where you started the Java application. This script causes a
stack trace to write to the log file.
For example, if you started jnbSA from the root account, start
/usr/openv/java/get_trace as root. Or else, the
command runs without error, but fails to add the stack trace to
the debug log. This failure occurs because root is the only
account that has permission to run the command that dumps
the stack trace.
Run /usr/openv/netbackup/bin/goodies/support. Run
this script after you complete the NetBackup installation and
every time you change the NetBackup configuration.
Provide the log file and the output of the support script for
analysis.
See “About working with log files” on page 48.
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.
Use the Support > Logs > GetLevel command to check your current VxMS log
setting.
Enabling and disabling VxMS logging
To enable VxMS logging
From the Support > Logs view of the NetBackup Appliance Shell Menu, run
1
the following command:
SetLevel VxMS 1
Verify that VxMS logging has been enabled with the GetLevel command. If
2
the VxMS logs are enabled, the GetLevel command output displays the
following:
VxMS debug level is TRC_TOP|PARAM_IN|PARAM_OUT|DEBUG|PARAM_FULL
To disable VxMS logging
From the Support > Logs view of the NetBackup Appliance Shell Menu, run
1
the following command:
SetLevel VxMS 0
Verify that VxMS logging has been disabled with the GetLevel command. If
2
the VxMS logs are disabled, the GetLevel command output displays the
following:
58Working with log files
VxMS debug level is disabled
See “About working with log files” on page 48.
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
6
■ Resolving a boot order change problem
■ About a login error message that does not go away
■ Failure to complete role configuration when NetBackup Appliance Directory is
down
Troubleshooting the appliance setup and configuration issues
This chapter provides the procedures to troubleshoot issues faced during setup
and configuration of your appliance. This chapter includes the following sections:
About troubleshooting appliance installation and upgrade problems
60Troubleshooting the NetBackup Appliance setup and configuration issues
Table 6-1
Sections in troubleshooting the appliance setup and configuration
issues
About troubleshooting
appliance installation and
upgrade problems
Troubleshooting appliance
configuration problems
Resolving a boot order
change problem
About a login error message
that does not go away
Failure to complete initial
configuration when CMDB is
down
This section provides the
steps to troubleshoot
appliance installation and
upgrade problems.
This section provides the
steps to check for problems
after an initial configuration or
after changes are made to an
existing configuration.
This section provides the
steps to resolve problems
arising from a boot order
change problem.
This section provides the
steps to resolve a loging error
message.
This section provides the
reason and resolution if the
initial configuration fails when
the CMDB is down.
LinksDescriptionSection
See “About troubleshooting
appliance installation and
upgrade problems”
on page 60.
See “Troubleshooting
appliance configuration
problems” on page 61.
See “Resolving a boot order
change problem”on page 62.
See “About a login error
message that does not go
away” on page 66.
See “Failure to complete role
configuration when
NetBackup Appliance
Directory is down”
on page 67.
About troubleshooting appliance installation and
upgrade problems
Use the following steps to troubleshoot appliance installation and upgrade problems.
Steps for troubleshooting installation problems.
Step 1
Table 6-2
Determine if you can
install the software on
the appliance by using
the release media.
DescriptionActionStep
Some reasons for failure are as follows:
■ Not logged on as an administrator.
■ Bad media (contact Technical Support)
■ Defective drive (replace the drive or refer to vendor’s hardware documentation)
■ Improperly configured drive (refer to the system and the vendor documentation)
Troubleshooting appliance configuration problems
61Troubleshooting the NetBackup Appliance setup and configuration issues
Table 6-2
Steps for troubleshooting installation problems. (continued)
DescriptionActionStep
Step 2
problems.
Determine if the problem is related to general network communications.Resolve network
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.
Steps for troubleshooting configuration problems
that is useful when the error can result from a variety of problems.
If you find a error message, perform the recommended corrective actions.
See “Error messages displayed during initial configuration” on page 168.
If these logs are not enabled, enable them before your next try.
Step 1
Step 2
Table 6-3
Check the appliance
configuration
parameters
Retry the operation and
check for status codes
and messages.
DescriptionActionStep
Begin, by verifying the parameters that you entered during the initial configuration
process are correct. Refer to Chapter on Initial Configuration, in the NetBackup
Appliance Hardware Installation and Initial Configuration Guide and review the
"Performing initial configuration" topic. This topic steps you through the required
IP addresses, firewall port usage, licenses, and so forth, to successfully configure
your appliance.
If you found and corrected any configuration problems, retry the operation and
check for status codes or messages in the following:
■ Check the log files. The contents of the logs can provide specific information,
■ Check the appropriate enabled debug logs. Correct any problems you detect.
Resolving a boot order change problem
62Troubleshooting the NetBackup Appliance setup and configuration issues
Table 6-3
Steps for troubleshooting configuration problems (continued)
DescriptionActionStep
Step 3
Retry the operation and
do additional
troubleshooting.
If you performed corrective actions, retry the operation. If you did not perform
corrective actions or the problem persists, go to one of the following procedures.
■ If the NetBackup installation directory fills up, such as with logging files, a
number of problems can result. NetBackup may become unresponsive. For
example, 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 jobs or restore jobs are running slowly, verify that the network
interface cards (NIC) are set to full duplex. Half duplex often causes poor
performance.
See, "Troubleshooting network interface card performance" in the Symantec
NetBackup Troubleshooting Guide.
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.
■ An appliance is restarted or turned on after the Symantec Storage Shelf is
disconnected.
■ Power outage causes a restart of both components and the appliance is turned
on before the Symantec Storage Shelf.
If you are logged in to the appliance during any of these situations, you may
experience either a blank screen with a blinking cursor or a screen that displays
GRUB.
The following procedure describes how to clear the current condition so that the
appliance can boot successfully.
Note: The boot order can change only for a 5220 appliances. The 5030 and 5230
appliances have static boot order and will never change in any of the listed
conditions.
Resolving a boot order change problem
To resolve a boot order change problem
Connect a monitor to the VGA port on the appliance.
1
Connect a keyboard to one of the USB ports on the appliance.
2
Make sure that the Symantec Storage Shelf is connected to the appliance and
3
is turned on.
Restart the appliance by turning off the power, then turn it on again.
4
When the following Version screen appears, immediately press F2 to enter
5
setup.
63Troubleshooting the NetBackup Appliance setup and configuration issues
On the setup screen, press the right arrow key until the Boot Options tab is
6
highlighted, then press Enter.
Resolving a boot order change problem
On the Boot Options screen, press the down arrow key until Hard Disk Order
7
is highlighted, then press Enter.
On the following screen, press the up or down arrow key until Boot Option #1
8
is highlighted, then press Enter.
64Troubleshooting the NetBackup Appliance setup and configuration issues
Resolving a boot order change problem
When the Boot Option #1 popup appears, select ICHx/ESB2 Embedded
9
RAID and press Enter.
65Troubleshooting 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.
10
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.
11
66Troubleshooting the NetBackup Appliance setup and configuration issues
The appliance restarts automatically and should boot successfully.
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.
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.
1
Use the following sequence of commands to navigate to the Processes view.
2
Main > Support > Processes
Enter the following command to review the status of the current processes.
3
AdminConsole Show
You can see that the Appliance Console Server service is down.
Check the following log to determine if a service authentication has failed.
4
/opt/SYMCOpsCenterServer/logs/OpsCenterServer_out.log
If the log shows, Service user authentication failed, perform the following
5
steps:
■ Check the state of the VxAT service. If the service is down, bring it up.
■ You can check the state of the VxAT service from the root as,
/opt/VRTSat/bin/vxatd.
■ Enter AdminConsole Stop and then enter AdminConsole Start.
67Troubleshooting the NetBackup Appliance setup and configuration issues
■ From the root, check for the VxAT domain, /opt/VRTSat/bin/vssat listpd
--pdrtype ab.
■ Check the host name in the domain and compare it with the host name of
the system:
■ If they are not the same, then your Initial configuration might have been
broken.
■ To resolve this issue, edit the vxss.hostname with the host name of the
system and restart the OpsCenter using the following command:
/opt/SYMCOpsCenterServer/bin/opsadmin.sh stop/start
Failure to complete role configuration when
NetBackup Appliance Directory is down
The role configuration tends to fail when:
■ The NetBackup Appliance Directory is down
■ There is an unexpected error in connecting with the NetBackup Appliance
Directory
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> Master
- [Info] Checking current state of the appliance
- [Info] Initializing storage configuration...
- [Info] Acquired lock on the storage.
- [Info] Looking for existing storage configurations...
- [Info] No existing storage configurations found.
- [Info] Looking for existing storage configurations...
- [Info] Creating a new storage configuration now...
- [Info] Storage partitions are not present.
- [Info] 'Configuration' storage partition does not exist. Creating it now...
- [Info] Creating the 'Configuration' partition '0'...
- [Info] Mounting the 'Configuration' partition '0'...
- [Info] 'Catalog' storage partition does not exist. Creating it now...
- [Info] Creating the 'Catalog' partition '0'...
- [Info] Mounting the 'Catalog' partition '0'...
- [Info] Moving appliance configuration database to the Configuration partition.
- [Info] Updating hostname in the NetBackup Authentication Service configuration
.
- [Info] Checking storage capacity of the appliance
68Troubleshooting the NetBackup Appliance setup and configuration issues
Enter storage configuration properties.
You have the opportunity to configure AdvancedDisk and dedupe storage pools.
You can view a summary of the storage settings and edit them, if desired.
1. To configure a storage pool, you must enter the following:
The size, the diskpool name, and the storage unit name.
2. To skip configuration, enter 0 (zero) when prompted for the size.
This also deletes any existing data.
3. To keep the storage pool intact, choose the default size, if applicable.
>> NetBackup Catalog volume size in GB [250..4096]: (250)
>> AdvancedDisk storage pool size in GB/TB (e.g., 50 GB) [0 GB..4.2 TB]: 1
- [Error] You must enter a valid value. For example, 512 GB or 8 TB.
>> AdvancedDisk storage pool size in GB/TB (e.g., 50 GB) [0 GB..4.2 TB]: 1 TB
>> AdvancedDisk diskpool name: (dp_adv_nbuappliance)
>> AdvancedDisk storage unit name: (stu_adv_nbuappliance)
>> MSDP storage pool size in GB/TB (e.g., 40 TB) [0 GB..3.2 TB]: 0
Failure to complete role configuration when NetBackup Appliance Directory is down
- [Info] Summary of storage configuration.
-> NetBackup Catalog volume size: 250 GB
-> AdvancedDisk storage pool size: 1 TB
-> AdvancedDisk storage diskpool name: dp_adv_nbuappliance
-> AdvancedDisk storage unit name: stu_adv_nbuappliance
-> Dedupe storage configuration: None
The estimated time to configure storage is 3 minutes. The greater total storage size
you specify, the longer it takes to complete the storage configuration.
>> Do you want to edit the storage configuration? [yes,no]: no
- [Info] Removing existing NetBackup configuration on appliance 'nbuappliance'
- [Info] Stopping NetBackup processes.
- [Info] Removing current NetBackup configuration.
- [Info] Performing Deduplication Engine cleanup.
- [Info] Configuring appliance 'nbuappliance' as NetBackup master appliance
- [Info] Creating basic NetBackup configuration on appliance 'nbuappliance'
- [Info] Reconfiguring NetBackup databases
- [Info] Configuring NetBackup logging on appliance 'nbuappliance'
- [Info] Starting NetBackup processes on appliance 'nbuappliance'
- [Info] Waiting for NetBackup processes to start
- [Info] Configuring storage partitions for appliance 'nbuappliance'
- [Error] Failed to save the AdvancedDisk disk pool name in the NetBackup Appliance
Directory. Retry this operation. If the issue persists, see the NetBackup Appliance
Troubleshooting Guide.
- [Error] Could not configure the appliance.
69Troubleshooting the NetBackup Appliance setup and configuration issues
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.
See “About best practices” on page 17.
See “Troubleshooting the appliance setup and configuration issues” on page 59.
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
Transport
7
■ Troubleshooting self-test errors
■ About troubleshooting a corrupt storage partition
■ About troubleshooting FactoryReset problems
■ Discard RAID preserved cache after performing a factory reset
■ Crash analysis in case of kernel coredump
■ Troubleshooting IPv6 network problems
■ Reinstallation of the NetBackup Appliance software on a 5220 can fail
■ NetBackup deduplication disk pool or disk volume intermittently goes to a DOWN
state
■ Failed to perform the Appliance Factory Reset operation on a media server
■ Failed to boot NetBackup 5220 appliance due to the missing embedded RAID
controller information
■ Resolving an fsck test failure
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:
Troubleshooting generic issues
71Troubleshooting generic issues
Table 7-1
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 Transport
Troubleshooting self-test errors
Table 7-2
About troubleshooting a corrupt storage
partition
About troubleshooting FactoryReset problems
Discard RAID preserved cache after
performing a factory reset
Low priority issues
High priority issues
LinkSection
See “Troubleshooting target mode port from
the client” on page 72.
See “Troubleshooting failure to connect to a
media server and create storage unit”
on page 76.
See “Troubleshooting possible issues to
enable or disable the SAN Client Fibre
Transport ” on page 77.
See “Troubleshooting self-test errors”
on page 77.
LinkSection
See “About troubleshooting a corrupt storage
partition” on page 78.
See “About troubleshooting FactoryReset
problems” on page 80.
See “Discard RAID preserved cache after
performing a factory reset” on page 81.
Crash analysis in case of kernel coredump
Troubleshooting IPv6 network problems
Reinstallation of the NetBackup Appliance
software on a 5220 can fail
See “Crash analysis in case of kernel
coredump” on page 81.
See “Troubleshooting IPv6 network problems”
on page 82.
See “Reinstallation of the NetBackup
Appliance software on a 5220 can fail ”
on page 84.
Troubleshooting target mode port from the client
72Troubleshooting generic issues
Table 7-3
Critical issues
LinkSection
NetBackup deduplication disk pool or disk
volume intermittently goes to a DOWN state
Failed to boot NetBackup 5220 appliance due
to the missing embedded RAID controller
information
Resolving an fsck test failure
See “NetBackup deduplication disk pool or
disk volume intermittently goes to a DOWN
state” on page 84.
See “Failed to boot NetBackup 5220
appliance due to the missing embedded RAID
controller information” on page 86.
See “Resolving an fsck test failure”
on page 87.
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 nbftconfig command from the command-line interface. From the administrator's
console select, Device Management > Devices > SAN Clients. From the command
line, run the following command, where appsanclient1 is the name of the SAN
Client:
nbftconfig -listclients -verbose -C appsanclient1
Testsys:~ # nbftconfig -listclients -verbose -C appsanclient1
SAN Client Name : appsanclient1
SAN Client Version : 7.0
SAN Client State : disabled
Master Server Name : nbuappliance1
FT Server Connections: 1
Client Ports/Server : 2
Usage Preference : always
SAN Client HBA Port : 16
SAN Client Device State: active
Media Server Name : Testsys
Media Sever State : active
Media Server HBA Port : 1
Media Server Port Mode : FABRIC
Media Server LUN : 1
SAN Client Device State: active
Media Server Name : Testsys
Media Sever State : active
Troubleshooting target mode port from the client
Media Server HBA Port : 1
Media Server Port Mode : FABRIC
Media Server LUN : 0
If the output does not display correctly, you can use the nbftconfig -rescanclient
client command. Wait a few minutes and attempt to list the clients again. If running
this command fails, go to the client system and verify that the operating system can
detect the SCSI devices. You can see a list of devices in the /proc/scsi/scsi
directory.
appsanclient1:~ # cat /proc/scsi/scsi
Attached devices:
Host: scsi0 Channel: 00 Id: 08 Lun: 00
Vendor: DP Model: BACKPLANE Rev: 1.00
Type: Enclosure ANSI SCSI revision: 05
Host: scsi0 Channel: 02 Id: 00 Lun: 00
Vendor: DELL Model: PERC 5/I Rev: 1.00
Type: Direct-Access ANSI SCSI revision: 05
Host: scsi0 Channel: 02 Id: 01 Lun: 00
Vendor: DELL Model: PERC 5/I Rev: 1.00
Type: Direct-Access ANSI SCSI revision: 05
Host: scsi2 Channel: 00 Id: 00 Lun: 00
Vendor: Dell Model: Virtual CDROM Rev: 123
Type: CD-ROM ANSI SCSI revision: 02
Host: scsi3 Channel: 00 Id: 00 Lun: 00
Vendor: Dell Model: Virtual Floppy Rev: 123
Type: Direct-Access ANSI SCSI revision: 02
73Troubleshooting generic issues
Note: If the nbftconfig -rescanclient client command works, Symantec
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
after the nbftconfig -rescanclient client command is run can contain stale
information.
From the example, the expected SCSI devices are missing. You should have seen
two devices from the vendor, ARCHIVE, and the model Python. In this situation,
you should look at the /sys/class/fc_remote_ports directory. This directory
shows you the remote FC ports that the operating system can see.
appsanclient1:~ # ls -la /sys/class/fc_remote_ports/
total 0
drwxr-xr-x 2 root root 0 Apr 25 11:06 .
drwxr-xr-x 24 root root 0 Apr 24 17:55 ..
Troubleshooting target mode port from the client
74Troubleshooting generic issues
Again, the expected entries are missing. At this time, Symantec recommends that
you reload the FC HBA driver, qla2xxx with rmmod qla2xxx and then modprobe
qla2xxx. Reloading the driver may correct your issue. In this example, reloading
the driver corrected the issue because the driver had not been previously loaded.
From the following output you can see the entries, and you can see that the remote
port_name matches the appliance Port WWN):
appsanclient1:~ # modprobe qla2xxx
appsanclient1:~ # ls -la /sys/class/fc_remote_ports/
total 0
drwxr-xr-x 3 root root 0 Apr 27 14:48 .
drwxr-xr-x 24 root root 0 Apr 24 17:55 ..
drwxr-xr-x 2 root root 0 Apr 27 14:48 rport-4:0-0
appsanclient1:~ # cat /sys/class/fc_remote_ports/rport-4\:0-0/port_name
0x21000024ff232782
appsanclient1:~ # cat /proc/scsi/scsi
Attached devices:
Host: scsi0 Channel: 00 Id: 08 Lun: 00
Vendor: DP Model: BACKPLANE Rev: 1.00
Type: Enclosure ANSI SCSI revision: 05
Host: scsi0 Channel: 02 Id: 00 Lun: 00
Vendor: DELL Model: PERC 5/I Rev: 1.00
Type: Direct-Access ANSI SCSI revision: 05
Host: scsi0 Channel: 02 Id: 01 Lun: 00
Vendor: DELL Model: PERC 5/I Rev: 1.00
Type: Direct-Access ANSI SCSI revision: 05
Host: scsi2 Channel: 00 Id: 00 Lun: 00
Vendor: Dell Model: Virtual CDROM Rev: 123
Type: CD-ROM ANSI SCSI revision: 02
Host: scsi3 Channel: 00 Id: 00 Lun: 00
Vendor: Dell Model: Virtual Floppy Rev: 123
Type: Direct-Access ANSI SCSI revision: 02
Host: scsi4 Channel: 00 Id: 00 Lun: 00
Vendor: ARCHIVE Model: Python Rev: V000
Type: Sequential-Access ANSI SCSI revision: 02
Host: scsi4 Channel: 00 Id: 00 Lun: 01
Vendor: ARCHIVE Model: Python Rev: V000
Type: Sequential-Access ANSI SCSI revision: 02
If you still do not see anything in the /sys/class/fc_remote_ports directory or
you do not see any SCSI devices, then the root cause is most likely a zoning issue.
You may need to contact Technical Support for assistance if you come to this
determination.
Troubleshooting target mode port from the client
It's possible for you to see expected entries in the /proc/scsi/scsi directory and
yet have the information be stale. To ensure that the information is not stale, use
the sg_inq command to query the current status.
appsanclient1:~ # sg_inq -I /dev/sg3
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
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 1.1 Testsys.enx1.symantec.com
If these commands fail then it is likely that there is stale information in the operating
system . You can run the rescan-scsi-bus util (/bin/rescan-scsi-bus.sh) to
force a refresh. Run it first with the -r option to remove the stale entries. If that
does not work, try the following:
■ If you do not see the entries you expect after you run the rescan-scsi-bus
util -r command, try it with the -I option. That forces the FC link to be
renegotiated.
■ Restart the FT media server on the appliance (enable and then disable it). Then
rescan with the rescan-scsi-bus util command.
If that command fails, the most likely root cause is a zoning issue. You should
contact Support to help identify the zoning on the appliance.
■ Finally, if you have had to rescan the SCSI devices or there are new SCSI
devices, restart the FT client daemon. Once it has been restarted, you can look
at the VxUL log for originator 200 to check that it sees the SCSI devices correctly:
75Troubleshooting generic issues
appsanclient1:~ # /usr/openv/netbackup/bin/vxlogview -p nb -o 200
04/27/11 13:58:25.736 [FATClientMgrService::init] Client
successfully started (FATClientMgrService.cpp:277)
04/27/11 13:58:25.822 [DiscoveryTaskThread] DiscoveryTask Thread
1094740288 Startup
04/27/11 13:58:25.822 [AddDevice] /dev/sg3
Inquiry "SYMANTECFATPIPE 1.0 nbapp36.engba.symantec.com"
TargetHBA:LUN:InitiatorHBA = 1:0:0x40 State = 1 RefCount = 0
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
the Settings > FibreTransport SANClient Show command to show the status
of the SAN Client feature. When you run the FibreTransport SANClient Show
command and the Fibre Transport (FT) media server is configured properly, you
see an output similar to the following:
Testsys.Settings> FibreTransport SANClient Show
Fibre Transport server installed and running.
You can also use the Manage > FC Show command to verify and confirm the status
of the SAN Client feature. From the output that you receive after you have run the
Manage > FC Show command, you can verify the following:
■ The qla2xxx and windrvr6 drivers are loaded.
■ The target ports are in Target mode and not initiator mode.
76Troubleshooting generic issues
■ Under the Status column, the target mode ports should have a status of Fabric
if the port is physically connected to something such as a switch
Nothing ever appears under the Remote Ports column for target mode ports.
To find more information about the target mode ports, you must look at the VxUL
logs for the originator 199 (nbftsvr).
Troubleshooting failure to connect to a media server
and create storage unit
Ensure that both the short name and long name of the media server are pingable
from master server. If you cannot access the media server, using the short name,
do the following:
■ Use the fully-qualified name as the DNS suffix
■ Clear the host cache on the master server.
After you have performed these two steps you can access the media server from
the master server and then create the storage unit from the media server.
See “Troubleshooting generic issues” on page 71.
Troubleshooting possible issues to enable or disable the SAN Client Fibre Transport
Troubleshooting possible issues to enable or disable
the SAN Client Fibre Transport
If you enable or disable the SAN Client Fibre Transport on a 5220 appliance, you
may need to do the following to ensure that your tape devices are recognized and
the SAN Client daemons are running:
■ If you enable or disable the SAN Client Fibre Transport on a 5220 appliance,
you must rescan for tape devices unless you have persistent device paths
configured. That is necessary because the enable and disable operations cause
the Fibre Channel HBA driver to be reloaded. The reloading causes the tape
device paths on the appliance to be renumbered unless you have persistent
paths configured. Thus, to use the tape devices, you must perform a rescan so
that the appliance can discover tape device paths again.
■ If you disable SAN Client Fibre Transport on a 5220 appliance and then enable
it again at some later time, you must restart any SAN Client daemons that are
running on the client systems. For example, you must enable the SAN Client
on the 5220 appliances before the SAN Client daemon is started on the client
because it only discovers targets on startup.
See “Troubleshooting generic issues” on page 71.
77Troubleshooting generic issues
Troubleshooting self-test errors
This section talks about the possible errors that you may come across when a self
test fails and the recommended action to resolve these errors.
Self-test may fail when it tests if NetBackup is configured and
running
The self-test may fail with the following error message when it tests if NetBackup
is configured and running:
....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.
1
Stop the Symantec Private Branch Exchange (PBX).
2
Start the Symantec Private Branch Exchange (PBX).
3
Start the NetBackup daemons.
4
About troubleshooting a corrupt storage partition
Self-test may fail when backup and restore operations are
tested
The self-test may fail when backup and restore operations are tested. The following
error may appear:
Error:
[10-21-2011 00:33:17] [10882]
Debug (/opt/NBUAppliance/scripts/self_test.pm 812):
"Trying restore attempt number <1>"
[10-21-2011 00:34:50] [10882] cmd:
" /usr/openv/netbackup/bin/bprestore
-00:03:00 /tmp/test_backup.txt"( 10 )
stderr: EXIT STATUS 10: allocation failed
The system memory allocation fails because of an insufficient amount of available
system memory. A possible cause is that the system is overloaded with too many
processes and not enough physical or virtual memory.
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
See “Troubleshooting generic issues” on page 71.
78Troubleshooting generic issues
About troubleshooting a corrupt storage partition
There can be a rare instance where a storage partition might be corrupt. The issue
can appear as configuration failures, backup failures, and status and monitoring
failures. The error messages, in most cases, do not directly point to a corrupt storage
partition. The software stack masks the actual error and presents a different error.
Note: In most cases, the storage partitions are generally VxFS file systems.
One symptom that you may encounter that can help you recognize a problem is if
a backup fails with the following error message.
1: (213) no storage units available for use.
About troubleshooting a corrupt storage partition
79Troubleshooting generic issues
You can then use either of the following methods to check the partition size. If the
partition size status is shown as Degraded it indicates that one or more partitions
are not mounted. Also, if appliance is already configured, and the partition status
is shown as 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.
Symantec needs different information from what the Appliance DataCollect tool can
gather. The Storage Foundation team have utilities to gather extensive
troubleshooting information from the appliance to do a "Root Cause Analysis". Refer
to the following tech notes for more information about these utilities:
■ Symantec Root Cause Analysis description page, (TECH61403)
About troubleshooting FactoryReset problems
■ Symantec VRTSexplorer tool reference page, (TECH17676)
■ How to Download and run Metasave, (HOWTO36957)
About troubleshooting FactoryReset problems
Note: Factory reset is not supported if you have upgraded a 52xx master server or
media server to version 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.
The FactoryReset function is used to return an appliance to its default state. The
following issues may occur when you use this function:
■ You may encounter one of the following issues when you perform a
FactoryReset function on an appliance that has network issues:
■ The network may timeout.
This situation is likely to occur if the appliance is a media server appliance
and it cannot communicate with the master server.
■ Any configured storage units on the master server may not get cleaned
properly.
If you encounter any of these situations, you must ensure that you clean up the
storage units properly, before you reconfigure the appliance.
■ If you choose the Storage Reset option during a factory reset, the data or storage
may not be deleted. This situation happens if one of more partitions are in use
or some processes continue to access the partition. To remove the storage in
this scenario, run the Support > Storage Reset command after performing a
factory reset.
The following is an example of an error message that is displayed when storage
is not reset:
- [Error] Failed to unmount the 'Configuration' partition '0'
because the partition is currently in use. Restarting the appliance
and retrying the operation may help to resolve the issue. Contact
Symantec Technical Support if the issue persists.
80Troubleshooting generic issues
Note: The Storage Reset command is only available when the appliance is in
a factory state.
Discard RAID preserved cache after performing a factory reset
■ If you remove attached storage disks before performing a factory reset, you will
need to clear the preserved cache of the RAID controller.
See “Discard RAID preserved cache after performing a factory reset” on page 81.
Note: For NetBackup 5200 appliances that are upgraded to version 2.5.1, you
cannot factory reset or reimage directly back to version 2.5.1. You must reset or
reimage the appliance to version 2.5 and then reinstall the version 2.5.1 release
update.
See “About contacting Symantec Technical Support” on page 12.
Discard RAID preserved cache after performing a
factory reset
If you remove any attached disk storage before performing a factory reset, you will
need to discard the preserved cache of storage disks in the RAID BIOS console.
Discarding the preserved cache
Once the appliance has restarted, press any key when prompted. The RAID
1
configuration utility opens.
Select the RAID controller, then click Start.
2
A message appears starting that the controller lost access to one or more
3
drives. Click Discard Cache to discard the preserved cache of the virtual
drives.
When prompted, click Yes to discard the preserved cache.
4
Restart the appliance to continue the factory reset process.
5
See “Troubleshooting generic issues” on page 71.
81Troubleshooting generic issues
Crash analysis in case of kernel coredump
In case a kernel coredump has occurred, use the following procedure to perform a
crash analysis:
Troubleshooting IPv6 network problems
To perform a crash analysis in case of kernel coredump
As the debuginfo.rpm is not installed in the v2.6 installation, you need to
1
manually install the debuginfo.rpm file.
You can find the debuginfo.rpm in the following location on the appliance:
2
/inst/client/.packages/from_dvd/netbackup_addon/suse/x86_64
The complete name of the rpm file is
kernel-default-devel-debuginfo-2.6.32.59-0.7.1.fsl.x86_64.rpm
Use the following command to install the rpm file.
3
# rpm -ivh
kernel-default-devel-debuginfo-2.6.32.59-0.7.1.fsl.x86_64.rpm
The following output is displayed:
Preparing... ########################## [100%]
1:kernel-default-devel-de############################# [100%]
The vmlinux gzip is then available in /boot
/boot/vmlinux-2.6.32.59-0.7-default-fsl.gz for use.
82Troubleshooting generic issues
See “Troubleshooting generic issues” on page 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.
■ IP routing cannot locate one or more hosts.
■ The default gateway is not reachable.
■ The network host is not reachable.
■ A NetBackup feature still points to an IPv4 address.
Troubleshooting IPv6 network problems
To troubleshoot an IPv6 network error
Verify that the IPv6 interface has a global address.
1
Run the following command in the NetBackup Appliance Shell Menu:
Main_Menu > Network > Show Configuration
In the output, under one of the eth headings (eth0, eth1, etc.), look for an
entry similar to the following:
inet6 addr: 2001:db8::2/64 Scope: Global
The scope of at least one address must be global. If a global scope address
does not appear in the command output, reconfigure the IPv6 address.
Verify the network routing path with the Main_Menu > Network > Gateway
2
Show IPv6 command. Check the routing table for any errors. If any of the
network path information is incorrect, enter the correct information. You can
use the Network view commands in the shell menu or the Settings > Network
page of the NetBackup Appliance Web Console.
See the NetBackup Appliance Command Reference Guide and the NetBackup
Appliance Administrator's Guide for more information.
Check communication with the default gateway. The gateway IP address is
3
shown in the routing table that displayed in the previous step.
Use the Main_Menu > Network > Ping Host command to test communication
with the gateway. In this case, Host is the IPv6 address of the gateway.
83Troubleshooting generic issues
If the gateway is not reachable, contact your network administrator to check
the gateway status.
Check communication with the host with the Main_Menu > Network > Ping
4
Host command, where Host is the host name or the host IPv6 address.
If the host is not reachable, run the Network > TraceRoute Host command
to check for problems along the network path.
If you experience an IPv6 issue with a feature that previously worked over an
5
IPv4 network, ensure that NetBackup now associates an IPv6 address with
the host name or host names.
Add a host name to the IPv6 network with the following command:
Main_Menu > Network > Hosts Add IP_Address FQHN Short_Name
where IP_Address is the IPv6 address, FQHN is the fully qualified host name,
and Short_Name is the short host name.
See “About IPv4-IPv6-based network support” on page 26.
Reinstallation of the NetBackup Appliance software on a 5220 can fail
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.
See “Troubleshooting generic issues” on page 71.
NetBackup deduplication disk pool or disk volume intermittently goes to a DOWN state
The deduplication disk pool or disk volume for yourNetBackup Appliance, configured
as a media server, intermittently goes to a DOWN state. As a result the backups or
duplication jobs can fail with status 213 no storage units is available and 2074
respectively. This can occur in case of a NetBackup 52xx appliance using a
deduplication disk pool is writing to a media server Deduplication storage server.
The NetBackup Disk Polling Service (DPS) is responsible for telling NetBackup
whether a disk pool or disk volume is functioning fine. The DPS extracts this
information from the MSDP storage server using bpstsinfo. The DPS The default
timeout limit for DPS is set to 1 minute, so if the DPS is not able to receive a reply
with the current status from the MSDP within a minute, it automatically treats it as
an error and considers the disk pool or the disk volumes as down. A deplay in the
reply to the DPS can be due to the depletion of system resources. You can use the
following procedure to resolve this error:
84Troubleshooting generic issues
To resolve the DOWN state of the NetBackup deduplication disk pool or disk volume:
Increase the DPS proxy timeouts to 3600 seconds (max) in the
1
DPS_PROXYNOEXPIRE file from the following location:
/usr/openv/netbackup/db/config/DPS_PROXYNOEXPIRE
Create the DPS_PROXYDEFAULTSENDTMO file with the value of 1800 inside:
2
/usr/openv/netbackup/db/config/DPS_PROXYDEFAULTSENDTMO
Create the DPS_PROXYDEFAULTRECVTMO file with the value of 1800 inside:
3
/usr/openv/netbackup/db/config/DPS_PROXYDEFAULTRECVTMO
Failed to perform the Appliance Factory Reset operation on a media server
Log on to the NetBackup Appliance media server using theNetBackup Appliance
4
Shell Menu.
You can use the following command to restart nbrmms process.
5
Main > Support > Processes NetBackup Start
Note: If the issue reoccurs, uncomment or configure the CR_STATS_TIMERline in
pd.conf on the affected media server for 300-seconds changeCR_STATS_TIMER =
300
See “Troubleshooting generic issues” on page 71.
Failed to perform the Appliance Factory Reset
operation on a media server
When a media server contains SLP (Storage Lifecycle Parameter) based backup
images, it is vital that you perform a cleanup of these images and policies, before
running a Appliance Restore > Factory Reset operation. This is because when
you try to perform a factory reset on a media server that has SLP-based backup
images stored on its storage devices, the following error may appear:
85Troubleshooting generic issues
- [Warning] Found some storage units in Storage Lifecycle Policies:
- [Warning] SLP: slp, storage units: stu_adv_applabc stu_disk_applabc
- [Warning] The factory reset will not be able to remove the
above storage units
as part of the reset. Please manually remove the storage units from the
above Storage Lifecycle Policies using the NetBackup Administration Console
before running a factory reset.
>> Factory reset validation found some minor issues.
Continue with factory reset shell menu? [yes/no]
To resolve this error, select No, and manually cleanup the SLP-based storage
images using the NetBackup Administration Console. After you have removed all
the 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.
See “Troubleshooting generic issues” on page 71.
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
and presented to the BIOS.
To troubleshoot the error Waiting for
/dev/disk/by-id/scsi-46000805E0000000-part2:
Connect a monitor and keyboard to your 5220 appliance.
1
Turn on the appliance.
2
Press F2 to enter the BIOS Main menu.
3
Use the arrow keys to move right and select the Boot Order tab.
4
Select the Hard Disk Order and press Enter.
5
A pop-up window is displayed, in the three Boot Option numbers verify if you
see the option ICHx/ESB2 Embedded RAID. If you do not see this option
proceed to the next step.
Press ESC to exit and return to the main BIOS menu options.
6
Select the Advanced tab at the top.
7
Arrow down to Mass Storage Controller Configuration which will take you
8
to the Mass Storage Controller Configuration options.
From the Mass Storage Controller Configuration options, arrow down to
9
Intel (R) SAS RAID Module and press Enter.
A pop-up window is displayed, set the selection to Enabled.
10
From the Mass Storage Controller Configuration options, arrow down to
11
SATA Mode and press Enter.
A pop-up window is displayed, set the selection to SW RAID to enable it.
12
Now that SW RAID is enabled, Press F10 .
13
Restart the appliance go back into BIOS and see if you can see the ICHx
14
device.
See “Troubleshooting generic issues” on page 71.
86Troubleshooting generic issues
Resolving an fsck test failure
If the appliance runs a file system check (fsck) and the test fails, it asks the user
to fix the file system with more advanced fsck options. Before you can fix the issue,
you may be asked for a root password. In NetBackup Appliance 2.6.0.2 and later,
however, the root account is locked. Therefore, do the following to resolve the issue:
To resolve an fsck test failure:
Restart the appliance.
1
When the following GRUB boot screen appears, press e to edit the boot
2
commands:
Resolving an fsck test failure
87Troubleshooting generic issues
Select the second line and press e again.
3
Resolving an fsck test failure
88Troubleshooting generic issues
Resolving an fsck test failure
Add the word single to the end of the command that appears on the next
4
screen. Press Enter and then b to boot the system in single-user mode.
89Troubleshooting generic issues
Once the prompt is available, run fsck on the affected file system with thefsck
5
-pv FileSystemcommand, where FileSystem is the file system that
encountered the error.
For example, fsck -pv /dev/system/log
Resolving an fsck test failure
If the operation fails, the following error message appears:
6
UNEXPECTED INCONSISTENCY; RUN fsck MANUALLY
If you encounter this message, run the fsck -yv FileSystem command to
run fsck manually.
For example, fsck -yv /dev/system/log
You may see several messages similar to the following
90Troubleshooting generic issues
When the file system has been repaired, restart the appliance with the shutdown
7
-r now command.
See “Troubleshooting generic issues” on page 71.
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
■ Troubleshooting appliance power supply problems
8
■ Troubleshooting system-induced shutdown
■ Troubleshooting system status LED issues
Starting an appliance that does not turn on
This section provides suggestions you can use to ensure that the appliance is on.
Possible causes include the following:
■ The AC power plug is not inserted properly.
■ AC power is not supplied from the power source.
■ Appliance is not turned on.
To ensure that the power is on, do the following
Check the AC power LED and the system status LED on the control panel.
1
■ If the AC power LED is off and the system status LED is green, push the
AC power button to turn on the power.
Starting an appliance that does not turn on
■ If the system status indicator is off, the system is not on. Proceed to the
next step.
Connect the AC power cables for the unit to another external power source.
2
Check the power plug and cables as follows:
3
■ Remove and reinsert the power plug from the power supply sockets in the
rear panel.
■ Check the status of the power-on and alarm indicator on the control panel
for the following:
■ If the power indicator flashes green, power to the unit is active. The fault
is removed.
■ If the power indicator is amber, one of the two power supplies may be
faulty.
■ If the power supply is blinking green, the power supply is in standby
mode. Press the power button and LED on the control panel on the front
panel to turn on the unit.
■ If the power is still off, check the LEDs on the power supplies on the
rear panel of the unit.
■ 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
power supply.
92Troubleshooting Hardware Issues
If the power is off to a power supply, check the LEDs on the power supplies
4
on the rear panel of the unit. Do the following:
■ Verify that AC power source works. Attach a different unit to the power
source and verify that power is on.
■ Access the hardware monitor in the NetBackup Appliance Web Console or
the appliance shell menu to obtain information about errors. Refer to your
Symantec NetBackup Appliance administrator guide for more information
about using the hardware monitor and the NetBackup Appliance Shell Menu.
For information about CLI commands, refer to the NetBackup 52xx Series
Command Reference Guide.
■ Contact Symantec Technical Support.
You can find additional troubleshooting topics at the following:
See “Troubleshooting Hardware Issues” on page 91.
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. Table 8-1 describes the LED states.
Each NetBackup 5220 appliance drive has two LEDs along the top edge of the
drive above the release latch. The LED on the right indicates the drive status. The
LED on the left indicates drive activity. Table 8-1 describes the LED states.
93Troubleshooting Hardware Issues
Table 8-1
To verify that a drive is faulty
Caution: The drive status LED must be solid amber before you remove a drive from
the appliance. Data loss and corruption can occur when a drive is disconnected
inappropriately.
Make sure that the drive status LED is amber.
1
Pull open the green handle on the drive cover to disengage the drive from the
2
slot.
System disk status LEDs indications
IndicationBehaviorLED
No access and no fault.OffStatus
Disk drive fault has occurred.Solid amber
Blinking amber
RAID rebuild in progress (1-Hz),
Identify (2-Hz).
Power is on with no drive activity.Solid greenActivity
Power is on and the drive is active.Blinking green
Drive has no power.Off
Note: You can gently pull the drive forward about an inch (2.4 cm) to ensure
that the drive is disengaged.
Remove the disk drive completely.
3
Troubleshooting a system drive that the management software does not identify
Install a new drive from Symantec.
4
Caution: You must use a drive that is properly set up for the NetBackup RAID.
After the new drive spins up, wait for approximately three minutes.
5
Check the disk drive LEDs and do the following:
6
■ If the activity LED is green, the fault is resolved.
■ If the status LED is still amber, contact Symantec Technical Support.
You can find additional troubleshooting topics at the following:
See “Troubleshooting Hardware Issues” on page 91.
Troubleshooting a system drive that the management
software does not identify
You can use this procedure to troubleshoot a system disk drive that is not identified
in any of the following management tools:
■ NetBackup Appliance Web Console
94Troubleshooting Hardware Issues
■ NetBackup Appliance Shell Menu
■ Symantec Remote Management tool
Some possible reasons that the system drive does not appear include the following:
■ Improperly installed disk drive. The connector on the drive is not properly mated
with the connector inside the chassis.
■ Drive or drive slot connector that is damaged or obstructed.
■ The drive is faulty.
To determine that a disk drive is properly inserted
Locate the system drive that does not register in the monitoring interface.
1
Inspect the drive cover and the bay. Look for signs of damage, loose particles,
2
twisted parts or other abnormalities.
Check the activity LED (the bottom LED) on the left side of the drive cover.
3
Verify that the drive is properly inserted in the bay. Reinsert the drive if
4
necessary.
If the activity LED is still amber, replace with a new drive from Symantec.
5
Troubleshooting appliance power supply problems
Make sure that the new drive fits correctly.
6
Wait approximately three minutes for the drive to spin up.
7
Check to see if the drive is scannable by the NetBackup Appliance Web
8
Console, NetBackup Appliance Shell Menu, or the Symantec Remote
Management tool.
■ If both disk drives can be seen, the fault is removed.
■ If the fault persists, contact Symantec Technical Support.
You can find additional troubleshooting topics at the following:
See “Troubleshooting Hardware Issues” on page 91.
Troubleshooting appliance power supply problems
NetBackup appliances have two, modular power supplies for high availability
operation. During normal operation, the power supplies are configured for active
standby operation. In this configuration, one power supply is used to provide power
for the entire system and the other is held in reserve. Should the active power supply
fail, the system automatically shifts the load to the power supply that is held in
reserve.
95Troubleshooting Hardware Issues
Caution: To ensure power to the system in not interrupted, periodically check the
reserve power supply. Make sure that the unit is turned on and operating properly.
Power supply modules are easily accessed from the rear of the unit. They are
installed side-by-side on the left-hand side of the unit. Each contains an AC socket,
switch, LED, and fan. The LED on the power supply provides information about the
power supply status.
Note: The power supplies are designed to enter protection mode when an electrical
event that is potentially catastrophic occurs. Such events include short-circuits,
voltage overloads, and power surges. In protection mode, the power supply shuts
down or locks up to protect itself and the component in the system.
You can remotely gain information about the current status of an appliance power
supply using one of the following Symantec user interfaces:
■ In the NetBackup Appliance Web Console use Monitor > Hardware page to
view the power supply information.
■ In the NetBackup Appliance Shell Menu use Main_Menu > Monitor > Hardware.
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. You can use the following procedure to verify that the
power supply is faulty.
To determine if one, or both, power supplies are faulty
On the rear panel, locate the power supply that has the amber LED.
1
Make sure that the other power supply functions properly.
2
Unplug the power cord from the power supply that has the amber LED.
3
Wait for 2 minutes or for 3 minutes, then plug in the power cord.
4
If the LED is still amber, replace the power supply.
5
Caution: The unit functions normally with one power supply. However, data
and operation is at risk if the second power supply fails. The faulty power supply
should be replaced as soon as possible.
96Troubleshooting Hardware Issues
Warning: To ensure that the unit does not overheat, do not operate the unit
with the power supply bay empty for more than a few minutes. Leave the failed
power supply in the bay until the replacement power supply is available.
If both power supplies have amber LEDs, shut down the unit and obtain
replacements.
You can find additional troubleshooting topics at the following:
See “Troubleshooting Hardware Issues” on page 91.
Troubleshooting system-induced shutdown
The power supplies are designed to enter protection mode when an electrical event
that is potentially catastrophic occurs. Such events include short-circuits, voltage
overloads, and power surges. In protection mode, the power supply shuts down or
locks up to protect itself and the component in the system.
When the unit is running, it may be turned off incorrectly or inadvertently. The control
panel in front of the unit may show a fault. The LEDs on the power supplies in the
rear of the unit may show a fault.
Possible causes include the following:
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
1
each AC power socket are off.
If an LED is off, remove and reinsert the AC power cable to the power supply
2
at the power source. Do the following:
■ If the power button LED flashes green, the abnormal lock-up is due to a
loose plug connection. Operations should continue normally.
■ If the LEDs are still off, it is possible that AC power to the equipment room
is faulty. In this case, contact the customer for resolution.
■ If the equipment room power is normal, replace the power supply.
If the power button is amber, check other components such as fans and CPUs
3
for further analysis.
To determine if a power supply is faulty or in protection mode
For each power supply, check the power button LED and the power supply
1
LED.
If both the LEDs are amber, replace the power supply.
2
If only one LED is amber, check other components such as fans and CPUs for
3
further analyses.
97Troubleshooting Hardware Issues
To determine if the CPUs are in over-temperature mode
Access the NetBackup web Appliance console and click Monitor > Hardware.
1
Access the NetBackup web user interface and click Monitor > System.
Check the alarm list.
2
Review the list for temperature- and fan- related alerts such as the following:
DescriptionAlert information
Overtemperature
Absence
Temperature is not critical yet but
approaches the upper limit of the
range.
A component such as a fan is
absent.
Troubleshooting system status LED issues
If an alarm about the CPU overtemperature appears, several problems may
3
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.
■ Excessive equipment room temperature (room temperature should be
between 10° C and 35° C (50° F - 95° F).
Inspect the fans in the power supplies on the rear left-hand side of the unit.
4
Verify that there are no obstructions or damage.
Inspect the air intake and output vents in the front panel and rear panel of the
5
unit. Verify that there are no obstructions or damage.
If the room temperature is too high, reduce the temperature at a rate of no
6
more than 10° C per hour until an acceptable temperature is reached.
Access the NetBackup Appliance Web Console and verify that the CPU
7
temperature has decreased.
If CPU temperature does not return to normal, escalate as necessary. The unit
8
may require replacement.
See “Troubleshooting Hardware Issues” on page 91.
98Troubleshooting Hardware Issues
Troubleshooting system status LED issues
The system status LED on the control panel on the front panel of the appliance
signals valuable health information about the unit. This LED is located below and
to the left of the power LED and button. During normal operation the system status
LED is a solid green. The LED changes states when the system detects a problem.
The following table describes the different states the system status LED can assume.
Steps you can take to troubleshoot a change of status are provided after the table.
DescriptionColor/action
Normal operation.Solid green
Degraded performance.Flashes green
Critical or non-recoverable condition.Solid amber
Non-critical condition.Flashes amber
Not lit
POST (Power On Self Test) is running, or the unit
is off.
Troubleshooting system status LED issues
If the system status LED is anything other than solid green, you must investigate.
Environmental or component issues such as the following can trigger a status
change:
■ An excessively hot or an excessively cold equipment room.
■ AC current too high.
■ AC current too low.
■ Current surge from the AC power source affects operation.
■ Open or damaged chassis cover can cause overheating.
■ Components drifting out of specifications.
To determine why the system status LED shows issues
Access the NetBackup Appliance Web Console and click Monitor > Hardware.
1
Review the alerts page. If CPU-related alerts are shown, do the following:
2
■ Turn off the unit immediately.
■ Contact Symantec Technical Support and arrange for a replacement unit.
■ Keep system intact until the new unit arrives.
99Troubleshooting Hardware Issues
If power supply module alerts are shown, check the power supply section. See
3
“Troubleshooting appliance power supply problems” on page 95.
If memory (DIMM) related alerts are shown, contact Symantec Technical
4
Support.
If Over temperature or current alerts are shown, go to the equipment room
5
where the unit is installed. Do the following:
■ Check the room for temperature abnormalities.
■ Make sure that other sources of heat do not heat the unit. Check equipment
that is installed on, under, or next to the unit.
■ Check the unit for loose or unplugged power cables.
■ Make sure that the air vents are not blocked (minimum 3 inches of
clearance). Check the front and back of the unit.
■ Check the unit exterior for damage.
You can find additional troubleshooting topics at the following:
See “Troubleshooting Hardware Issues” on page 91.
Chapter
Removing and replacing appliance hardware components
This chapter includes the following topics:
■ Overview
■ Removing and replacing the bezel
■ Removing and replacing NetBackup 5230 disk drives
9
Overview
■ 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
This chapter provides information that describes how to remove and replace faulty
components from NetBackup appliance. Some components are hot-swappable.
Care must be taken to ensure that hot-swappable components are in a safe state
before they are removed. Inappropriate removal of a hot-swappable component
can disrupt system operation and result in data loss and data corruption. Contact
Symantec Technical Support immediately if a component is removed inappropriately
or the replacement part does not resolve the fault.
When handling electrical components, be sure to always apply appropriate ESD
preventative measures. Do the following:
Loading...