Below are the some initial items to provide to Support to help resolve an issue quickly.

1. What is the Issue or Question?
2. What is the Error message?
3. Has this ever worked before?
4. Does a similar job/function work or does it also fail?


5. Update Backup Exec (BE). Run Live Update twice and make sure all updates are applied. 

How to update Backup Exec - http://www.symantec.com/docs/TECH66724  

6. Download and run the BE Support Tool.  http://www.symantec.com/docs/TECH126539

a. Login to the server as the User ID the Backup Exec services are running as (with the exception of the Remote Agent, which runs as Local System Account). 
b. Resolve any issues found and run the tool again.
c. Have the results ready to submit support if a case has to be opened. 
   
 

7. For Backup Exec System Recovery (BESR) reproduce the issue and send the related logs. 

General Log Collection - http://www.symantec.com/docs/TECH54539
SEAST Logs - http://www.symantec.com/docs/TECH59923 
System Recovery Logs (SRD) - http://www.symantec.com/docs/TECH54540 
 

8. After updating BE, any Remote Agents (RAWS) will need the updates applied with a Push or Local install.

Push install - http://www.symantec.com/docs/TECH36546  
Local install - http://www.symantec.com/docs/TECH30491 
 

                   
9. Next set debug on BE and the Remote Servers.
 

General Debug - http://www.symantec.com/docs/TECH23853  
Debug Monitor (SGMon) - http://www.symantec.com/docs/HOWTO11932  

Backup to Disk (B2D) - Run B2D Test - http://www.symantec.com/docs/TECH69107   
Backup to Tape - Run Tracer - http://www.symantec.com/docs/TECH49432   
BEDR Crash dump (BE 12x) - http://www.symantec.com/docs/TECH72068     
DeDuplication - http://www.symantec.com/docs/TECH126170    
DLO Debug - http://www.symantec.com/docs/TECH51435  
Enterprise Vault (EV) -   http://www.symantec.com/docs/TECH146829  
Exchange 2010 - http://www.symantec.com/docs/TECH124453 
Lotus Domino - http://www.symantec.com/docs/TECH51374   
Oracle - http://www.symantec.com/docs/TECH7761   
NDMP - http://www.symantec.com/docs/TECH57961   
NetWare Agent - http://www.symantec.com/docs/TECH54595   
Notification - http://www.symantec.com/docs/TECH24686   
RALUS (Linux\Unix) - http://www.symantec.com/docs/TECH35477   
RALUS Crash Core dump - http://www.symantec.com/docs/TECH53188 
RAMS (MAC) - http://www.symantec.com/docs/TECH54252  
SAP - http://www.symantec.com/docs/TECH23588    
SharePoint - http://www.symantec.com/docs/TECH37467  
Symantec Online Storage (SOSBE / SPN) - http://www.symantec.com/docs/TECH139100  
VMWare -  http://www.symantec.com/docs/TECH63926   

10. Run the job and reproduce the issue.


11. Send the Job Log - 

BE Job Log - http://www.symantec.com/docs/TECH22875 
CPS Job Report - http://www.symantec.com/docs/TECH47944  
 

12. Send a log collection from Each Server.

Use the BE Support Tool to collect and FTP the logs.
BE Support Tool - http://www.symantec.com/docs/TECH126539 
Older BE versions can use the VXGather tool - http://www.symantec.com/docs/TECH87299
Both utilities have selections for the log collections. In addition to the default selections, add selections for the type of job being done.