Veritas Access Appliance 8.3 Troubleshooting Guide

Last Published:
Product(s): Appliances (8.3)
Platform: Veritas 3360,Veritas 3350,Veritas 3340
  1. Introduction
    1.  
      About troubleshooting
    2.  
      General tips for the troubleshooting process
    3.  
      General techniques for the troubleshooting process
  2. General troubleshooting procedures
    1.  
      About general troubleshooting procedures
    2.  
      Viewing the Access Appliance log files
    3.  
      About event logs
    4.  
      Setting the CIFS log level
    5.  
      Setting the NetBackup client log levels and debugging options
    6.  
      Retrieving and sending debugging information
    7.  
      Collecting time-based and archived logs
  3. Monitoring Access Appliance
    1.  
      About monitoring Access Appliance operations
    2.  
      Monitoring hardware components
  4. Common recovery procedures
    1.  
      About common recovery procedures
    2.  
      Restarting servers
    3.  
      Restarting cluster services
    4. Bringing services online
      1.  
        Using the services command
    5.  
      Recovering from a non-graceful shutdown
    6.  
      Testing the network connectivity
    7.  
      Troubleshooting with traceroute
    8.  
      Using the traceroute command
    9.  
      Collecting the metasave image of a file system
    10.  
      Replacing an Ethernet interface card (online mode)
    11.  
      Replacing an Access Appliance node
    12. Speeding up episodic replication
      1.  
        About synchronizing an episodic replication job
      2.  
        Synchronizing an episodic replication job
    13.  
      Uninstalling a patch release or software upgrade
  5. Troubleshooting the Access Appliance cloud as a tier feature
    1.  
      Troubleshooting tips for cloud tiering
    2.  
      Issues when reading or writing data from the cloud tier
    3.  
      Log locations for checking for cloud tiering errors
  6. Troubleshooting Access Appliance installation and configuration issues
    1.  
      How to find the management console IP
    2.  
      Viewing the installation logs
    3.  
      Installation fails and does not complete
  7. Troubleshooting Access Appliance CIFS issues
    1.  
      User access is denied on a CTDB directory share
  8. Troubleshooting Access Appliance GUI startup issues
    1.  
      Resolving GUI startup issues
  9. Troubleshooting Veritas Data Deduplication issues
    1.  
      Log locations for the Veritas Data Deduplication server
  10.  
    Index

Viewing the Access Appliance log files

In addition to the Alerts panel on the Access Appliance dashboard, the Access Appliance /opt/VRTSnas/log directory is a good place to find out more about problems that may occur.

To view the Access Appliance log files when the appliance lockdown mode is not set:

  1. Use support elevate to log in with root privileges.
  2. Navigate to the /opt/VRTSnas/log directory.

If your appliance is in lockdown mode, you need assistance from Veritas Support to access the log files.

To view the Access Appliance log files when the appliance lockdown mode is set:

  1. From any one of the nodes in the cluster, log in to Veritas Appliance Shell menu.
  2. To generate a One-Time Password (OTP) for accessing the root shell, run the support generate-otp command. A 10-digit number, which is the OTP, is displayed as shown in the following example: 
    [access 8.1] appnode-01 > support generate-otp
One-time password: 3279459335
Operation completed successfully

    Share the OTP with your support representative. If you forget the OTP, you can use the support show-otp command to view it again. Your support representative uses this OTP to generate a security key, which you later need to specify when prompted.

  3. When your representative asks you to, enter the support unlock command. You are prompted for the security key, which your representative must generate using the OTP. Enter the security key and press Enter.
  4. To get root access for the current node, run the support elevate command. The other node remains locked. Enter the passphrase, which your representative specified while generating the security key. Press Enter.
  5. Enter the maintenance password to access the root shell.
  6. To view the logs, navigate to the /opt/VRTSnas/log directory.
  7. Enter the support lock command to close root access to the node. Root access to the node is closed automatically after 12 hours and all root sessions are terminated.