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Backup Exec

The Known Issues feature is now LIVE!

Created: 25 Jan 2011 • Updated: 28 May 2014 • 29 comments
DanielBickford's picture
+19 19 Votes
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The Symantec Connect community asked us to list the known issues so every end user could see what we are aware of and what fixes are in progress. Here’s the original Idea post that got a boatload of votes.  Well, the day many of you have been hoping for has finally come. The "Known Issues" feature is now LIVE!

To access the new feature, browse through the Community dropdown menu and click on the Known Issues link as in the screenshot below..

For now, the utility is limited to Backup Exec and Backup Exec System recovery products only.  Its very important that you make sure to tell us if you are experiencing any of the known issues by clicking the "Me Too" button...

Also, for those of you using Backup Exec 2010-R2, take advantage of the integrated RSS reader to get updates directly in the Backup Exec UI:

To customize the Symantec RSS feeds to the Symantec RSS Reader

  1. On the navigation bar, click Home.
  2. In the task pane, under Help and Technical Support Items, select the Symantec RSS Reader check box.
  3. In the Symantec RSS Reader, click the pencil icon to add an RSS feed.
  4. Type the URL and the name of the RSS feed that you want to add
  5. Click OK.

Tell us loud on what you think of the new feature addition. Post your valuable feedback now!

Comments 29 CommentsJump to latest comment

Kiran Bandi's picture

Thanks Daniel..

Great to know this..

Regards...

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CraigV's picture

Very cool addition...thanks for this!

What will be the end result for you guys? Will you be dealing with this directly based on the number of Me Too's generated with an error that may/may not be resolved?

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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Ben L.'s picture

Craig,

Basically this is going to help us to figure out how many customers are seeing an issue.  Daniel may be able to give more details on this but one of the things it's going to help us with is prioritizing which issues need to be addressed first and which ones may not get resolved.

If this response answers your concern, please mark it as a "solution"

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DanielBickford's picture

Prior to this we based all of our fix/don't fix decisions on 3 things: Severity, Case volume, and fix effort.  The severity and the fix effort don't change for a given defect, but the user impact does.  We have done a lot of work internally to solidify the decision making process to make it consistent, reliable, and most of all to get as many issues as possible resolved.

The problem with the old model was case volume-we knew more people were experiencing issues than were calling in and were making it to engineering.  Obviously we want our users to be happy, and obviously we would like to have unlimited time and budget to fix every issue every user ever reports.  Unfortunately with the infinite configuration possibilities, that just isn't possible.  So, we have to prioritize.

Case volume is the primary was we have traditionally done this.  Now we can add the "Me too" count to the case volume, weigh that against the risk to other items on the list to fix, and the risk to product stability by "opening up the patient."

The goal of "Known Issues" is to help us make the most informed decisions possible and give users more insight into the process.

One of the greatest things (at least I think so wink ) about "Known Issues" is the ability to subscribe to from within BE and be proactively notified when we discover issues.

Please continue to provide feedback and we will do our best to incorporate it.

Thanks!

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GertjanA's picture

Hello Daniel,

When will you (ie Symantec) be adding other products? I'm specifically interested in Enterprise Vault.

Thanks!

Gertjan

Thank you, Gertjan, MCSE, MCITP,MCTS, SCS, STS
Company: www.t2.nl

www.quadrotech-it.com

www.symantec.com/vision

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Ben L.'s picture

Gertjan,

We haven't been given a time frame on when / if it will be added to other products.  We are just starting the program on the Backup Exec side of things, if all goes well then you can expect to see it on all products within the near future.

If this response answers your concern, please mark it as a "solution"

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Kerry LeRoy's picture

Sure would be nice to see it for NetBackup!

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Jens Sanft's picture

I really would appreciate it if you would add this known issues feature for Enterprise Vault.

Thanks.

Jens

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JesusWept3's picture

I don't think the Connect forums have enough storage space to hold the amount that EV has :)

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Guido Langendorff's picture

This seems to me a great feature, but it has to be invoked for all products.
If PM takes this a a democratic input from the users in making a descision where to go to....

My focus is on SMP/Altiris,  So please let it come!!!!

Thx

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NeerThadarai's picture

This surely is a good way to let the customer know about the current ongoing issues acknowledged by symantec. This probably would reduce the calls that end users make to symantec.

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Riaan.Badenhorst's picture

Hi,

This is a great feature but you can you change the page so it shows the product (i.e Backup Exec or NetBackup) on the home page. Its not clear which product the issue is about until you open the issue and get to the detailed page. Backup Exec and NetBackup have a lot of overlapping concepts, VMware, GRT, etc.

Aside from that, big thumbs up!!

Regards,

Riaan Badenhorst

You need an OpenVision to see the truth about Backups. Restores are a plus. But that's just Semantics ;)

ITs easy :)

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Riaan.Badenhorst's picture

Or is that possibly because there is only BE content at this moment :)

Regards,

Riaan Badenhorst

You need an OpenVision to see the truth about Backups. Restores are a plus. But that's just Semantics ;)

ITs easy :)

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MattS's picture

Pretty sure it's only Backup Exec.  But it really should include both products.  Just last week we closed a support case for a NetBackup NDMP issue because the support engineer recommened a fix from a BE KB article.

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DanielBickford's picture

Yes, this is only for BE at the moment. Once we add more products, they will be filterable just like regular forum posts.

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ziggy's picture

Great! Thank you for making this a reality.

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alazanowski's picture

why don't we have this on netbackup yet? I don't understand why we are only piloting this with backupexec.

-Austin Lazanowski Backups cost way too much until you needed them.

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Andy Welburn's picture

If it was NB then the "complaints" would be that it wasn't BE! wink

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DanielBickford's picture

I'm so excited to see all the positive feedback here about this pilot program. As you can imagine, it takes a great deal of coordination to get all the pieces in place to make this pilot happen.  In the case of the other products mentioned in this thread, there are other methods currently being used by those teams to keep you up to date on known issues.  For eample, NBU and EV have the "Late Breaking News" articles which are linked from thier support landing pages:

NBU: http://www.symantec.com/business/support/index?page=landing&key=15143

EV: http://www.symantec.com/business/support/index?page=landing&key=50996

If you would rather see that information here, please let me know.

Also, if there are things about this program you would like to see changed, I would love to hear that as well.

I would also love to hear from any of you that are using this in conjnction with the new RSS reader in BE.

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Sb43's picture

Thank you for this info.

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API's picture

Thanks for  the info.

I hope its really useful!!!!!!

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mssym's picture

Long wait, but finally coming, good move, I have one concern who will be supposed to post the known issue, Symantec team from this forum or the customers.

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DanielBickford's picture

We have chosen to allow only specific Symantec Employees to post new Known Issues here.  For one thing it makes it very clear things on this list are specifically acknowledged by Symantec and are working their way through the process of getting addressed.  We also consciously chose to allow external folks to post comments to allow for two way dialog with users who do not chose to open a support case.  I hope this meets your expectations.

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Pascal KOTTE's picture

Still would like for being able to create one, all the same with some controles & reviews :-)

For exemple:

- creating a known problem: not already in the KB or in connect: 100 points

- creating a known problem: not in connect, already KB linked: 50 points

- creating a known problem: already in connect, so it is a dusplicate: 0 points... But Symantec review & extend keywords if missing some on existing connect one.

;-)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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DanielBickford's picture

Your request is noted.  We are not quite ready to go there yet, but I hear you and we will try to use your feedback to shape a process where we can engage in that fashion. 

Thank you!

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Rob.Wilcox's picture

Daniel, mail me internally, perhaps we can talk about adding Enterprise Vault.  I know it's been asked for in this thread a few times, and it would for sure be good - I might even be persuaded to contribute an issue or two :)

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Pascal KOTTE's picture

I would like to have for Altiris solutions.

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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thomas.tumulty@verizon.com's picture

Great feature; please let me know when expanded to include OpsCenter.

Tom Tumulty

Verizon

813.829.4101

thomas.tumulty@verizon.com

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Guido Langendorff's picture

How can one tell if this works fine, not or great if one has nothing to look for in these products?

When is it available for all other  groups?

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