NetBackup™ Troubleshooting Guide

Last Published:
Product(s): NetBackup (10.1)
  1. Introduction
    1.  
      NetBackup logging and status code information
    2.  
      Troubleshooting a problem
    3.  
      Problem report for Technical Support
    4.  
      About gathering information for NetBackup-Java applications
  2. Troubleshooting procedures
    1.  
      About troubleshooting procedures
    2. Troubleshooting NetBackup problems
      1.  
        Verifying that all processes are running on UNIX servers
      2.  
        Verifying that all processes are running on Windows servers
    3.  
      Troubleshooting installation problems
    4.  
      Troubleshooting configuration problems
    5.  
      Device configuration problem resolution
    6.  
      Testing the master server and clients
    7.  
      Testing the media server and clients
    8.  
      Resolving network communication problems with UNIX clients
    9.  
      Resolving network communication problems with Windows clients
    10. Troubleshooting vnetd proxy connections
      1.  
        vnetd proxy connection requirements
      2.  
        Where to begin to troubleshoot vnetd proxy connections
      3.  
        Verify that the vnetd process and proxies are active
      4.  
        Verify that the host connections are proxied
      5.  
        Test the vnetd proxy connections
      6.  
        Examine the log files of the connecting and accepting processes
      7.  
        Viewing the vnetd proxy log files
    11. Troubleshooting security certificate revocation
      1.  
        Troubleshooting cloud provider's revoked SSL certificate issues
      2.  
        Troubleshooting cloud provider's CRL download issues
      3.  
        How a host's CRL affects certificate revocation troubleshooting
      4.  
        NetBackup job fails because of revoked certificate or unavailability of CRLs
      5.  
        NetBackup job fails because of apparent network error
      6.  
        NetBackup job fails because of unavailable resource
      7.  
        Master server security certificate is revoked
      8.  
        Determining a NetBackup host's certificate state
      9.  
        Troubleshooting issues with external CA-signed certificate revocation
    12.  
      About troubleshooting networks and host names
    13. Verifying host name and service entries in NetBackup
      1.  
        Example of host name and service entries on UNIX master server and client
      2.  
        Example of host name and service entries on UNIX master server and media server
      3.  
        Example of host name and service entries on UNIX PC clients
      4.  
        Example of host name and service entries on UNIX server that connects to multiple networks
    14.  
      About the bpclntcmd utility
    15.  
      Using the Host Properties window to access configuration settings
    16.  
      Resolving full disk problems
    17. Frozen media troubleshooting considerations
      1.  
        Logs for troubleshooting frozen media
      2.  
        About the conditions that cause media to freeze
    18. Troubleshooting problems with the NetBackup web services
      1.  
        Viewing NetBackup web services logs
      2.  
        Troubleshooting web service issues after external CA configuration
    19.  
      Troubleshooting problems with the NetBackup web server certificate
    20. Resolving PBX problems
      1.  
        Checking PBX installation
      2.  
        Checking that PBX is running
      3.  
        Checking that PBX is set correctly
      4.  
        Accessing the PBX logs
      5.  
        Troubleshooting PBX security
      6.  
        Determining if the PBX daemon or service is available
    21. Troubleshooting problems with validation of the remote host
      1.  
        Viewing logs pertaining to host validation
      2.  
        Enabling insecure communication with NetBackup 8.0 and earlier hosts
      3.  
        Approving pending host ID-to-host name mappings
      4.  
        Clearing host cache
    22. Troubleshooting Auto Image Replication
      1.  
        Rules for master servers used with Auto Image Replication and SLPs
      2. Targeted AIR trusted master server operation failed in case of external certificate configuration
        1.  
          Add or update trust
        2.  
          Remove trust
      3.  
        About troubleshooting automatic import jobs that SLP components manage
    23.  
      Troubleshooting network interface card performance
    24.  
      About SERVER entries in the bp.conf file
    25.  
      About unavailable storage unit problems
    26.  
      Resolving a NetBackup Administration operations failure on Windows
    27.  
      Resolving garbled text displayed in NetBackup Administration Console on a UNIX computer
    28.  
      Troubleshooting error messages in the NetBackup Administration Console
    29.  
      Extra disk space required for logs and temporary files for the NetBackup Administration Console
    30.  
      Unable to logon to the NetBackup Administration Console after external CA configuration
    31.  
      Troubleshooting file-based external certificate issues
    32.  
      Troubleshooting Windows certificate store issues
    33.  
      Troubleshooting backup failures
    34.  
      Troubleshooting backup failure issues with NAT clients or NAT servers
    35.  
      Troubleshooting issues with the NetBackup Messaging Broker (or nbmqbroker) service
    36.  
      Issues with email notifications for Windows systems
    37.  
      Issues with KMS configuration
    38.  
      Issues with initiating the NetBackup CA migration because of large key size
    39.  
      Issues with the non-privileged user (service user) account
    40.  
      Issues with group name format in the auth.conf file
    41.  
      Troubleshooting the VxUpdate add package process
    42.  
      Issues with FIPS mode
    43.  
      Issues with malware scanning
    44.  
      Issues with NetBackup jobs that are enabled for data-in-transit encryption
    45.  
      Issues with Unstructured Data Instant Access
  3. Using NetBackup utilities
    1.  
      About NetBackup troubleshooting utilities
    2.  
      About the analysis utilities for NetBackup debug logs
    3.  
      About the Logging Assistant
    4.  
      About network troubleshooting utilities
    5. About the NetBackup support utility (nbsu)
      1.  
        Output from the NetBackup support utility (nbsu)
      2.  
        Example of a progress display for the NetBackup support utility (nbsu)
    6. About the NetBackup consistency check utility (NBCC)
      1.  
        Output from the NetBackup consistency check utility (NBCC)
      2.  
        Example of an NBCC progress display
    7.  
      About the NetBackup consistency check repair (NBCCR) utility
    8.  
      About the nbcplogs utility
    9. About the robotic test utilities
      1.  
        Robotic tests on UNIX
      2.  
        Robotic tests on Windows
    10. About the NetBackup Smart Diagnosis (nbsmartdiag) utility
      1.  
        Workflow to use the nbsmartdiag utility for NetBackup host communication
  4. Disaster recovery
    1.  
      About disaster recovery
    2.  
      About disaster recovery requirements
    3.  
      Disaster recovery packages
    4.  
      About disaster recovery settings
    5.  
      Recommended backup practices
    6. About disk recovery procedures for UNIX and Linux
      1. About recovering the master server disk for UNIX and Linux
        1.  
          Recovering the master server when root is intact
        2.  
          Recovering the master server when the root partition is lost
      2.  
        About recovering the NetBackup media server disk for UNIX
      3.  
        Recovering the system disk on a UNIX client workstation
    7. About clustered NetBackup server recovery for UNIX and Linux
      1.  
        Replacing a failed node on a UNIX or Linux cluster
      2.  
        Recovering the entire UNIX or Linux cluster
    8. About disk recovery procedures for Windows
      1. About recovering the master server disk for Windows
        1.  
          Recovering the master server with Windows intact
        2.  
          Recovering the master server and Windows
      2.  
        About recovering the NetBackup media server disk for Windows
      3.  
        Recovering a Windows client disk
    9. About clustered NetBackup server recovery for Windows
      1.  
        Replacing a failed node on a Windows VCS cluster
      2.  
        Recovering the shared disk on a Windows VCS cluster
      3.  
        Recovering the entire Windows VCS cluster
    10.  
      Generating a certificate on a clustered master server after disaster recovery installation
    11.  
      About restoring disaster recovery package
    12.  
      About the DR_PKG_MARKER_FILE environment variable
    13.  
      Restoring disaster recovery package on Windows
    14.  
      Restoring disaster recovery package on UNIX
    15. About recovering the NetBackup catalog
      1.  
        About NetBackup catalog recovery on Windows computers
      2.  
        About NetBackup catalog recovery from disk devices
      3.  
        About NetBackup catalog recovery and symbolic links
      4. About NetBackup catalog recovery
        1.  
          Specifying the NetBackup job ID number after a catalog recovery
      5.  
        NetBackup disaster recovery email example
      6. About recovering the entire NetBackup catalog
        1.  
          Recovering the entire NetBackup catalog using the Catalog Recovery Wizard
        2.  
          Recovering the entire NetBackup catalog using bprecover -wizard
      7.  
        Establishing a connection with NAT media server before catalog recovery
      8. About recovering the NetBackup catalog image files
        1.  
          Recovering the NetBackup catalog image files using the Catalog Recovery Wizard
        2.  
          Recovering the NetBackup catalog image files using bprecover -wizard
      9. About recovering the NetBackup relational database
        1.  
          Recovering NetBackup relational database files from a backup
        2.  
          Recovering the NetBackup relational database files from staging
        3.  
          About processing the relational database in staging
      10.  
        Recovering the NetBackup catalog when NetBackup Access Control is configured
      11.  
        Recovering the NetBackup catalog from a nonprimary copy of a catalog backup
      12.  
        Recovering the NetBackup catalog without the disaster recovery file
      13.  
        Recovering a NetBackup user-directed online catalog backup from the command line
      14.  
        Restoring files from a NetBackup online catalog backup
      15.  
        Unfreezing the NetBackup online catalog recovery media
      16.  
        Steps to carry out when you see exit status 5988 during catalog recovery
  5.  
    Index

About the NetBackup Smart Diagnosis (nbsmartdiag) utility

You can use the NetBackup Smart Diagnosis (nbsmartdiag) utility to detect performance issues, such as high CPU utilization, high memory usage, and deadlocks for the registered NetBackup processes. When nbsmartdiag detects an issue, the appropriate evidence is collected for further troubleshooting, without any user intervention. nbsmartdiag is a service or a daemon that can be deployed on a NetBackup master server, a media server, or a client.

Note:

The nbsmartdiag service is supported only on Windows and Linux (RHEL and SUSE) platforms.

Evidence

Evidence is a set of information which is collected to help troubleshoot the performance of NetBackup.

A single set of evidence collected that contains:

On Windows

  • A process dump of the process exhibiting performance issues.

  • Memory Performance counters in the form of a CSV file.

  • Network Performance counters in the form of a CSV file.

  • Disk Performance counters in the form of a CSV file.

  • netstat command outputs for network issues.

On Linux

  • A process dump of the process exhibiting performance issues.

  • vmstat, free, top, etc. command output for memory details.

  • gstack, pmap of the process.

  • mpstat, iostat command output for Disk I/O details.

  • netstat command outputs for network issues.

Evidence examples:

  • Sample of collected evidence on Windows.

Directory of NBSD_EVIDENCE_PATH\nbsmartdiag\bpdbm\5004\Evidence1

04/08/2021 02:07 AM <DIR> .

04/08/2021 02:07 AM <DIR> ..

04/08/2021 02:08 AM 197,979,709 5004_08-04_02.07.38_Deadlock.dmp

04/08/2021 02:07 AM 4,363 5004_08-04_02.07.38_DiskPerf_Deadlock.csv

04/08/2021 02:07 AM 1,530 5004_08-04_02.07.38_MemeoryPerf_Deadlock.csv

04/08/2021 02:07 AM 5,572 5004_08-04_02.07.38_Netstat_Deadlock.log

04/08/2021 02:07 AM 23,249 5004_08-04_02.07.38_NetworkPerf_Deadlock.csv

5 File(s) 198,014,423 bytes

2 Dir(s) 188,446,031,872 bytes free

  • Sample of collected evidence on Linux:

Cmd$ ls -l /root/NBTestData/nbsd.evd/nbsmartdiag/vnetd/29696/Evidence1 total 1154144

-rw-r--r-- 1 root root 1180858264 Apr 8 15:25 29696_08-04_15.24.43_CPU.29696

-rw-r--r-- 1 root root 197 Apr 8 15:24 29696_08-04_15.24.43_CPU.DiskPerf_iostat

-rw-r--r-- 1 root root 193 Apr 8 15:24 29696_08-04_15.24.43_CPU.DiskPerf_mpstat

-rw-r--r-- 1 root root 560374 Apr 8 15:24 29696_08-04_15.24.43_CPU.MemoryPerf

-rw-r--r-- 1 root root 185787 Apr 8 15:24 29696_08-04_15.24.43_CPU.Netstat

-rw-r--r-- 1 root root 214191 Apr 8 15:24 29696_08-04_15.24.43_CPU.ProcessData

Important notes about nbsmartdiag

  • NetBackup Design does not allow the bpup command to start the nbsmartdiag service.

  • Cyrillic characters in the evidence path are not supported.

  • You can run nbsmartdiag service under local system account on Windows and under root privileges on Linux.

  • Java processes have a common run time name, to monitor NetBackup Admin Console use adminconsole and to NetBackup Web Management Service use nbwmc in the process names.