Symantec netbackup 5030 User 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.
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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:
[email protected]Asia-Pacific and Japan
[email protected]Europe, Middle-East, and Africa
[email protected]North America and Latin America

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
Contents

Physical dimensions ............................................................... 40
Power specifications ............................................................... 40
Environmental specifications ..................................................... 41
About the storage shelf front panel ................................................... 41
About the storage shelf rear panel ................................................... 44
Chapter 5 Working with log files ......................................................... 48
About working with log files ............................................................ 48
About using the Collect Log files wizard ............................................ 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
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
8Contents

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
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
9Contents

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
Index ................................................................................................................... 198
10Contents

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
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.
1
Chapter

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 the intended audience

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

Table 1-1 Steps for troubleshooting NetBackup appliance problems
DescriptionActionStep
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
Note the error messageStep 1
14About using the Troubleshooting Guide
About troubleshooting the NetBackup Appliance

Table 1-1 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?
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 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.
Record all informationStep 3
15About using the Troubleshooting Guide
About troubleshooting the NetBackup Appliance

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 “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.
Correct the problemStep 4
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.
Complete a problem report
for Technical Support
Step 5
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.
Contact Technical SupportStep 6
16About using the Troubleshooting Guide
About troubleshooting the NetBackup Appliance

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
■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 Sections in the best practices chapter
LinkDescriptionSection
See “Locating the NetBackup
Appliance serial number”
on page 19.
This section provides the
steps to obtain the serial
number of your appliance.
Locating the NetBackup
Appliance serial number
2
Chapter

Table 2-1 Sections in the best practices chapter (continued)
LinkDescriptionSection
See “About Fibre Channel
HBA card configuration
verification” on page 22.
This section provides the
steps to verify the installation
and configuration of a SAN
Client Fibre Channel HBA
card.
About Fibre Channel HBA
card configuration verification
See “About Notification
settings” on page 23.
This section provides the
importance for enabling the
Notification and Registration
setting.
About Notification settings
See “ About the IPMI
sub-system” on page 24.
This section provides a brief
description on why IPMI
sub-systems are vital and
need to be configured for your
appliance.
About the IPMI sub-system
See “About password
management and recovery”
on page 25.
This section provides the
steps to be followed to
recover your password.
About password management
and recovery
See “About IPv4-IPv6-based
network support” on page 26.
This section provides the
guidelines for configuring the
IPV4 and IPV6 addresses.
About IPv4 and IPv6 network
support
See “About enabling BMR
options” on page 27.
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.
About enabling BMR options
See “Interpretation of some
of the fields of vxprint output
from NetBackup Appliances”
on page 27.
This section provides an
explanation of how to
interpret the vxprint output.
Interpretation of some of the
fields of vxprint output from
NetBackup and PureDisk
appliances
See “About deleting LDAP or
Active Directory users”
on page 29.
This section provides the
precautions you need to take
while deleting LDAP or Active
Directory users from the
NetBackup Appliance.
About deleting LDAP or
Active Directory users
18Best practices
About best practices

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:
1Log on to the NetBackup Appliance Web Console using your user credentials.
2Select Monitor > Hardware
3From the left-pane, click on the appliance name.
The appliance displays the Hardware health details page.
4On the Hardware health details page, click the media server or master server
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
■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.
19Best practices
Locating the NetBackup Appliance serial number

To locate the NetBackup Appliance serial number in a NetBackup Appliance using
the shell menu:
1Log on to the administrative NetBackup Appliance Shell Menu.
2Enter the Monitor > Hardware ShowHealth Appliance [Product] command,
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 ||
|+--------------------------------------------------------------+|
+---------------------------------------------------------------+
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.
20Best practices
Locating the NetBackup Appliance serial number