Symantec NetBackup 5200 Series User manual

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

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Contacting Technical Support
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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
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[email protected]North America and Latin America

Technical Support ............................................................................................... 4
Chapter 1 Introduction ........................................................................... 9
About troubleshooting the NetBackup appliance ................................. 9
NetBackup Appliance log file location information ............................. 21
About gathering information for NetBackup-Java applications ............. 13
Chapter 2 Troubleshooting procedures ............................................. 17
About troubleshooting procedures .................................................. 17
Troubleshooting NetBackup problems ............................................. 17
Troubleshooting NetBackup Appliance problems ............................... 18
About troubleshooting appliance installation and upgrade
problems ........................................................................ 18
Troubleshooting appliance configuration problems ...................... 19
About troubleshooting client installations .................................. 20
NetBackup Appliance log file location information ....................... 21
About troubleshooting decommissioning issues ........................... 22
About troubleshooting FactoryReset problems ............................ 23
Performing a factory reset on an appliance with a Symantec
Storage Shelf attached ...................................................... 25
About controlling the NetBackup and administration console
processes ........................................................................ 27
About changing VxAT properties .............................................. 27
About a login error message that does not go away ....................... 28
About NetBackup support utilities ............................................. 28
About Fibre Channel HBA card configuration verification .............. 30
About Fibre Transport media server verification .......................... 31
About troubleshooting storage expansion unit problems ..................... 37
About NetBackup 5220 and Symantec Storage Shelf matched
pairs .............................................................................. 38
Resolving an expansion hang problem ....................................... 39
Resolving a problem that prevents expansion .............................. 40
Resolving a problem that causes failed backups when disk space
is available ...................................................................... 41
Contents

Resolving a problem that causes a factory reset to migrate data
from a storage expansion unit ............................................ 42
Resolving an expansion problem caused by pressing Ctrl C during
expansion ....................................................................... 43
Resolving a boot order change problem ...................................... 45
Contents8

Introduction
This chapter includes the following topics:
■About troubleshooting the NetBackup appliance
■NetBackup Appliance log file location information
■About gathering information for NetBackup-Java applications
About troubleshooting the NetBackup appliance
If you experience trouble with your appliance, it is important that you can define
the problem and collect any supporting information. When you reach this point,
you should contact Symantec Technical Support. A technical support
representative works with you to diagnose the trouble and produce a satisfactory
resolution.
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.
1
Chapter

Table 1-1 Steps for troubleshooting NetBackup appliance problems
DescriptionActionStep
Error messages are usually the vehicle for telling you something went
wrong. If you don’t see an error message in an interface, but still suspect
a problem, check the reports and logs. The NetBackup appliance provides
reporting and logging facilities.
The logs show you what went right and the operation that was ongoing
when the problem occurred. Logs and reports are essential troubleshooting
tools.
See “NetBackup Appliance log file location information”on page 21.
You can also see more information on using error logs for NetBackup issues.
See, Chapter 3, "Using logs" in the Symantec NetBackup Troubleshooting
Guide.
Remember the error messageStep 1
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?
Identify what you were doing
when the problem occurred
Step 2
Capture potentially valuable information:
■Progress logs
■Reports
■Utility Reports
■Debug logs
■Check for error or status messages in the system log and Event Viewer
Application.
■Error or status messages in dialog boxes
See “NetBackup Appliance log file location information”on page 21.
Record all informationStep 3
Introduction
About troubleshooting the NetBackup appliance
10

Table 1-1 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 the 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.
Correct the problemStep 4
If your troubleshooting is unsuccessful, prepare to contact Technical
Support by filling out a problem report.
See “About gathering information for NetBackup-Java applications”
on page 13.
For NetBackup issues on UNIX systems, the
/usr/openv/netbackup/bin/goodies/support script creates a file
that contains data necessary for Technical Support to debug any problems
you encounter.
See the Symantec NetBackup Troubleshoting Guide.
Complete a problem report
for Technical Support
Step 5
The Symantec Technical Support Web site has a wealth of information that
can help you solve NetBackup problems.
Access Technical Support at the following URL:
www.symantec.com/business/support/
Contact Technical SupportStep 6
See “NetBackup Appliance log file location information”on page 21.
See “About gathering information for NetBackup-Java applications”on page 13.
NetBackup Appliance log file location information
As you define and troubleshoot a problem, always try to capture potentially
valuable information. The NetBackup appliance has the ability to capture data in
the log locations that are shown in the Table 1-2.
Browse and view the log files as follows:
■Enter browse mode by running the Main_Menu >Support >Logs followed by
the Browse command in the appliance shell menu. The LOGROOT/> prompt
appears.
11Introduction
NetBackup Appliance log file location information

■To display the available log directories on your appliance, type ls at LOGROOT/>
prompt.
■To see the available log files in any of the log directories, use the cd command
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
marked with <FILE> and directories with <DIR>.
You can also use the Main_Menu >Support >Logs commands to do the following:
■Upload the log files to Symantec Technical Support.
■Set log levels.
■Export or remove CIFS and NFS shares.
Refer to the Symantec NetBackup 5200 Series Command Reference Guide for more
information on how to use the Logs commands.
Table 1-2 NetBackup 5200-log file locations
Log file locationNetBackup appliance logs
<DIR> APPLIANCE
config_nb_factory.log
NetBackup 52xx appliance configuration log
<DIR> APPLIANCE
app_change_control.log
NetBackup 52xx appliance command log
<DIR> APPLIANCE
app_debug.log
NetBackup 52xx appliance debug log
<DIR> NBU
■<DIR> netbackup
■<DIR> openv
■<DIR> volmgr
NetBackup logs, Volume Manager logs, and
the NetBackup logs that are contained in the
openv directory
Introduction
NetBackup Appliance log file location information
12

Table 1-2 NetBackup 5200-log file locations (continued)
Log file locationNetBackup appliance logs
<DIR> OS
boot.log
boot.msg
boot.omsg
messages
NetBackup 52xx appliance operating system
(OS) installation log
<DIR> WEBSERVER
■<DIR> SYMCOpsCenterGUI
■<DIR> SYMCOpsCenterServer
■<DIR> SYMCOpsCenterWebServer
NetBackup Administrative Web user
interface log and the NetBackup Web server
log
You can view additional information about the NetBackup troubleshooting error
codes from the appliance user interface. Click Monitor >Jobs and then click a
status code link in the jobs table to view the error code details.
To view NetBackup 52xx error information, download the following document
from the Symantec Support Web site:
http://www.symantec.com/docs/TECH136888
Note: At the time of the release of the NetBackup appliance, the error code
information was not complete. This Technote contains the most up-to-date error
code information for the NetBackup appliance. At the next major release, these
errors will be available as online Help from the administrative Web UI.
About 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:
13Introduction
About gathering information for NetBackup-Java applications

Logs 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.
jnbSA
( NetBackup-Java administration application
startup script)
Logs 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.
.
NetBackup-Java administration application
on Windows
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.
/usr/openv/java/get_trace
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.
/usr/openv/netbackup/bin/goodies/support
The following example describes how you can gather troubleshooting data for
Symantec Technical Support to analyze.
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.
An application does not
respond.
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. Otherwise,
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.
Still no response after
several minutes.
Run /usr/openv/netbackup/bin/goodies/support.
Run this script after you complete the NetBackup
installation and every time you change the NetBackup
configuration.
Get data about your
configuration.
Introduction
About gathering information for NetBackup-Java applications
14

Provide the log file and the output of the support script
for analysis.
Contact Symantec Technical
Support
15Introduction
About gathering information for NetBackup-Java applications

Introduction
About gathering information for NetBackup-Java applications
16

Troubleshooting procedures
This chapter includes the following topics:
■About troubleshooting procedures
■Troubleshooting NetBackup problems
■Troubleshooting NetBackup Appliance problems
■About troubleshooting storage expansion unit problems
About troubleshooting procedures
This chapter contains descriptions, and in some cases, procedures and for finding
the cause of NetBackup appliance errors. When procedures are provided, they are
general in nature and do not try to cover every problem that can occur.
When you perform these procedures, try each step in sequence. If you already
performed the action or it does not apply, skip to the next step. If it branches you
to another topic, use the solutions that are suggested there. If you still have a
problem, go to the next step in the procedure. Also, alter your approach according
to your configuration and what you have already tried.
See “Troubleshooting NetBackup problems”on page 17.
See “Troubleshooting NetBackup Appliance problems”on page 18.
Troubleshooting NetBackup problems
The Symantec Technical Support site has a wealth of information that can help
you solve NetBackup problems. See the following site for comprehensive
troubleshooting details:
http://www.symantec.com/business/support/
2
Chapter

If you encounter problems with NetBackup, refer to the traditional NetBackup
documentation for additional information. You can locate NetBackup-specific
troubleshooting information on the following topics.
■Preliminary troubleshooting
■Configuration troubleshooting
■General test and troubleshooting
■Other troubleshooting procedures
For complete information, see the Symantec NetBackup Troubleshooting Guide.
See “Troubleshooting NetBackup Appliance problems”on page 18.
Troubleshooting NetBackup Appliance problems
These procedures for finding the cause of NetBackup errors are general in nature
and do not try to cover every problem that can occur.
About troubleshooting appliance installation and upgrade problems
Use the following steps to troubleshoot appliance installation and upgrade
problems.
Table 2-1 Steps for troubleshooting installation problems.
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)
Determine if you can
install the software on
the appliance by using
the release media.
Step 1
Determine if the problem is related to general network communications.Resolve network
problems.
Step 2
Troubleshooting procedures
Troubleshooting NetBackup Appliance problems
18

Table 2-1 Steps for troubleshooting installation problems. (continued)
DescriptionActionStep
Note: Before you install or use NetBackup on a Linux client, verify that the inetd
(or xinetd) service is started on that computer. This service ensures proper
communication between the NetBackup master and the Linux client.
Note: You cannot install NetBackup client software on a Windows client from a
UNIX NetBackup server.
Do the following:
■For an install to a trusting UNIX client, verify the following:
■The correct client name is in your policy configuration
■The correct server name is in the client /.rhosts file
If the installation hangs, check for problems with the shell or the environment
variables for the root user on the client. The files that you check depend on
the platform, operating system, and shell you use. For example, your .login
on a Sun system runs an stty (such as stty ^erase) before it defines your
terminal type. If this action causes the install process to hang, you can modify
the .login file to define the terminal before you run the stty. Or, move the
client .login to another file until the install is complete.
■For an installation to a secure UNIX client, check your ftp configuration. For
example, you must use a user name and password that the client considers
valid.
Determine if you can
install NetBackup
client software on the
clients.
Step 3
The following topics describe specific problems that you may encounter.
See “Troubleshooting appliance configuration problems”on page 19.
See “About troubleshooting client installations”on page 20.
See “NetBackup Appliance log file location information”on page 21.
See “About troubleshooting decommissioning issues”on page 22.
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.
19Troubleshooting procedures
Troubleshooting NetBackup Appliance problems

Table 2-2 Steps for troubleshooting configuration problems
DescriptionActionStep
Begin, by verifying the parameters that you entered during the initial
configuration process are correct. Refer to Chapter 3, Configuration, in the
NeBackup 5200 Series Getting Started Guide and review the "About appliance
configuration guidelines" topic. This topic steps you through the required IP
addresses, firewall port usage, licenses, and so forth, to successfully configure
your appliance.
See the NeBackup 5200 Series Getting Started Guide.
Check the appliance
configuration
parameters
Step 1
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,
that is useful when the error can result from a variety of problems.
If you find a status code or message, perform the recommended corrective
actions.
See the Status Codes Reference Guide.
■Check the appropriate enabled debug logs. Correct any problems you detect.
If these logs are not enabled, enable them before your next try.
Retry the operation
and check for status
codes and messages.
Step 2
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 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.
Retry the operation
and do additional
troubleshooting.
Step 3
See “Troubleshooting NetBackup Appliance problems”on page 18.
About troubleshooting client installations
When you install client software on a Windows system, the installation process
displays an, "Install complete" message. This message appears even if an error
occurs during the installation. To ensure that the installation completed correctly,
you must look at the script in the installation dialog and verify that a failure did
Troubleshooting procedures
Troubleshooting NetBackup Appliance problems
20