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: 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 service pack level? Do you use operating system software with the latest fixes supplied, especially those required for use with NetBackup? 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?
Step 3	Record all information	Capture potentially valuable information: NetBackup progress logs NetBackup Reports NetBackup Utility Reports NetBackup debug logs Media and Device Management debug logs On UNIX NetBackup servers, check for error or status messages in the system log or standard output. Error or status messages in dialog boxes On Windows, NetBackup servers, check for error or status information in the Event Viewer Application and System log. 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 Veritas 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: Take the corrective action that the status code or message recommends. See the Status Codes Reference Guide. If no status code or message exists, or the actions for the status code do not solve the problem, try these additional troubleshooting procedures:
Step 5	Complete a problem report for Veritas Technical Support	If your troubleshooting is unsuccessful, prepare to contact Veritas 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 Veritas 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 Veritas Technical Support	The Veritas Technical Support website has a wealth of information that can help you solve NetBackup problems. Access Veritas Technical Support at the following URL: https://www.veritas.com/support/en_US.html

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 master and the media server are one and the same. Ignore references to a media server on a different host.

More Information

Troubleshooting NetBackup problems

Problem report for Technical Support

Troubleshooting a problem

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