What information and logs to include when creating an Exchange case with support ( non-grt)

Created: 10 Dec 2012 • Updated: 18 Jul 2013
Dyneshia's picture
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+4 4 Votes

Providing the following information when creating an exchange case will not only help the TSE narrow down the issue, but will help resolving your case faster and more efficient.  The following information will help the TSE outline an action plan before the first call back and WebEx.

If you are using GRT with exchange, be sure to check out : https://www-secure.symantec.com/connect/blogs/what-information-and-logs-include-when-creating-grt-exchange-case-support

1) Environment Information

Master Server Name:   
OS :
NBU Version:

Media Server Name:
OS:
NBU Version :

Exchange Server  Name:
OS:
NBU Version :
Exchange Version:

If this is a cluster or 2010 DAG please include the following :

Cluster / DAG NAME:
Node Name :
Node Name:
Node Name

If this is exchange 2007 or 2010

CAS server Name :
OS Version:
NBU Version :

CAS server Name :
OS Version:
NBU Version :

2) Policy information :  bppllist <policy name> -L

3) Create the following  folders  in the veritas\netbackup\logs directory :
    
                Master server
               --------------
                bpdbm

                Media server
                -------------
                bpbrm
                bptm
                bpdm

               Exchange
               -----------------
               bpbkar
               bpfis
               bpresolver
               

4) Increase the verbosity

Master Server- Host properties -> master server -> double click on the master server -> logging -> set to 5

Media Server- Host properties -> media server -> double click on the media server -> logging -> set to 5

Exchange Server(s) Go to the client directly.  Open up the Backup Archive Restore GUI -> file - > client properties -> troubleshooting ->set general to 2 ,verbosity to 5 and database to 9.  ( if backups are running to this server, you will need to restart the NetBackup client service)

5) Run through the issue and set Verbosity back to 0.

6)  Upload logs from #3 and include the detail status from the failed job.

7) If backups are failing with status codes : 26, 24, 25 , 48 , 58

Run and upload and NBSU from the Master server, Media server and the exchange server(s).

For NBU 6.5 and earlier ( which is end of life and no longer supported)
- Download NBSU from http://www.symantec.com/docs/TECH77882
- Save the tool to the netbackup/bin/support directory
- extract and then run : nbsu -c -t     

For NBU 7.x
- From a command line navigate to :
  /usr/openv/netbackup/bin/support
                  or
  <NetBackup install path>\NetBackup\bin\support
- Run:  nbsu -c -t    
- When it completes, it will give you the location of the output file, please upload this to me. ( it's usually in the output\nbsu directory )

example:
 Cleaning up output files...
 The results are located in the
 .\output\nbsu\7x_master_master_20100511_101817 directory...

8) Backups that fail with a 130, 156 or logs are not being truncated please run :

    * NBSU for exchange server(s)
    * From a command line on each exchange server(s)

C:\> vssadmin list providers

C:\> vssadmin list writers

9) For INC and DIFF Backups failing with a 130, confirm circular logging is disabled.
    http://www.symantec.com/docs/TECH11310

 

----------------------------------------------------------------------------------------------------------------------------------

While you wait for your case to be assigned, be sure to review these helpful How To videos as well as the Exchange Administration Guides.

http://www.symantec.com/docs/HOWTO41825  - List of Exchange 2003 , 2007, 2010 How to Videos.

http://www.symantec.com/docs/TECH52811 - NBU 6.5 Microsoft Exchange Server System Administrator's Guide

http://www.symantec.com/docs/DOC3669 - NBU 7.1 NetBackup for Microsoft Exchange Server Administrator's Guide

http://www.symantec.com/docs/DOC5172  - NBU 7.5 NetBackup for Microsoft Exchange Server Administrator's Guide

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Comments

captain jack sparrow's picture
captain jack sparrow
Partner
Accredited
10
Dec
2012

thumbs up mate  

thumbs up mate

 

 Cheers !!!

CJS

 

12
Dec
2012

I love posts like this.

I love posts like this. Prepping a support call saves so much time.

Dyneshia's picture
Dyneshia
Symantec Employee
12
Dec
2012

Thank you :)  I also did one

Thank you :)  I also did one for exchange with GRT

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

12
Dec
2012

Nice! It too now lives in my

Nice! It too now lives in my Evernote notebook.Great stuff! Thank you!