Frequently Asked Questions
Why can't I see my appliance's product details, version, SRS etc.?
The most common problem could be that your appliance may not be Calling Home to the Veritas AutoSupport servers in an expected, timely manner. Please check that the Call Home feature on your appliance is enabled, and it can connect to the Veritas severs uninterrupted. Ensure that your network firewall is not blocking the connection.
Why do I see no or inconsistent entitlement information for my appliance?
Please contact Veritas Support or your account sales representative for help.
Why did my appliance registration fail and what should I do next?
An appliance registration task can be marked 'Failed' for various reasons such as network connection problems, backend processes failing to execute the task, processing timeout etc.
A 'Failed' task will be automatically retried for registration for indefinite times until it receives some definitive response resulting in either a failure or a success status. Hence, a record that was marked 'Failed' earlier could be converted to 'Completed' even after a few minutes or hours, if the processing is successful.
You can wait for up to 5 to 10 minutes for the task to complete, or can resubmit the appliance for registration.
Do the changes in the appliance registration or un-registration reflect immediately on the UI, and is the newly registered appliance immediately searchable?
No, it can often take up to 15 minutes for a changed registration status to reflect correctly on the UI even after the corresponding task shows successfully completed on the Registration Task page. Please try searching for a newly registered appliance after approximately 15 minutes.
Can I register the individual nodes of my clustered system?
Yes, you can proceed with the cluster registration even if you have the details only for a single node of a cluster. Thereafter, when the newly registered node transmits the identification details for the sibling nodes or the cluster, System Health Insights automatically identifies all the nodes and associates them with the cluster.
However, at least one node must be able to Call Home to the AutoSupport server at least once after registering.
Can I edit the site details after registering an appliance associated with the site?
You can edit the site details using the Manage Site menu on the left sidebar or the Registration Details tab of an appliance dashboard. However, currently the site name and address can not be edited for a registered appliance.
See Managing sites.
See Registration Details .
In case of the chassis replacement, is it required to register the serial number of the new chassis?
No, in case of chassis replacement, users do not have to take any action.
System Health Insights automatically identifies the new serial number and reflects it in the portal. The old serial number is still retained in the portal, but it appears with a Chassis Replaced status.
Why can't I see details in Upgrade Center?
Upgrade Center will display relevant data only if your appliance is NBA 5.1.1 and a separate add-on package is installed on older versions.
How to obtain the serial number/asset tags, and Hardware Support ID of an appliance?
Refer to the following resources:
How to gather the NetBackup Appliance Serial Number via command line, and physical
How to retrieve Asset Tags for the HA configuration of NetBackup Applianc
How to retrieve the Access Appliance Serial Number via command lin