Troubleshooting a problem
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.
Table: Steps for troubleshooting NetBackup problems
Step | Action | Description |
|---|---|---|
Step 1 | Remember the error message |
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. NetBackup provides extensive reporting and logging facilities. These can provide an error message that points you directly to a solution. The logs also show you what went right and the NetBackup operation that was ongoing when the problem occurred. For example, a restore operation needs media to be mounted, but the required media is currently in use for another backup. Logs and reports are essential troubleshooting tools. See the NetBackup Logging Reference Guide. |
Step 2 | Identify what you were doing when the problem occurred |
Ask the following questions:
|
Step 3 | Record all information | Capture potentially valuable information:
Record this information for each try. Compare the results of multiple tries. A record of tries is also useful for others at your site and for Cohesity Technical Support in the event that you cannot solve the problem. You can get more information about logs and reports. See the NetBackup Logging Reference Guide. |
Step 4 | Correct the problem | After you define the problem, use the following information to correct it:
|
Step 5 | Complete a problem report for Cohesity Technical Support | If your troubleshooting is unsuccessful, prepare to contact Cohesity Technical Support by filling out a problem report. See About gathering information for NetBackup-Java applications. On UNIX systems, the /usr/openv/netbackup/bin/goodies/support script creates a file containing data necessary for Cohesity Technical Support to debug any problems you encounter. For more details, consult the usage information of the script by means of the support -h command. |
Step 6 | Contact Cohesity Technical Support |
The Cohesity Technical Support website has a wealth of information that can help you solve NetBackup problems. Access Cohesity Technical Support at the following URL: |
Note:
The term media server may not apply to the NetBackup server product. It depends on the context. When you troubleshoot a server installation, be aware that only one host exists: The primary and the media server are one and the same. Ignore references to a media server on a different host.