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

Created: 17 Dec 2012 • Updated: 18 Dec 2012
Dyneshia's picture
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Providing the following information when creating a Sharepoint 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.

1) Environment Information

Master Server Name:   
OS :
NBU Version:

Media Server Name:
NBU Version :

SharePoint Front Web Server Name:
NBU Version
SharePoint version :
For SharePoint 2010, please confirm service pack.
To check Service pack, From the SharePoint Admin console -> upgrade and patch management -> check product and patch installation status
If you are running on service pack 1, you must be at NBU or higher
This must be done on ALL nodes in the farm.

SQL Server ( SharePoint back end) Name:
NBU Version:
SQL Version :
Is this clustered ? If so, please include Cluster name and node names :

Are there other servers in the farm ?  If so please list them here :

SharePoint server Name:
NBU Version:
SharePoint Version including service pack :

SharePoint server Name:
NBU Version:
SharePoint Version:
SharePoint Version including service pack :

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

3) Has this ever worked before ?   If not, is this a brand new configuration ?  If so, please review the SharePoint Configuration Check List :

4) Create the following  folders  in the veritas\netbackup\logs directory :
                Master server

                Media server

                SharePoint Frontend Web Server:

                SQL Backend Server:

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

Server(s) in the farm - > 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 server(s) in the farm.

For NBU 6.5 and earlier ( which is end of life and no longer supported)
- Download NBSU from
- 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 :
  <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 )

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

8) ) Take a screen shot and include in your case : SharePoint Central administration -> under system  -> manage servers in the farm


While you wait for your case to be assigned, be sure to review these helpful tech notes :

NetBackup  7.1 for Microsoft SharePoint Server Administrator's Guide

NetBackup  7.5 for Microsoft SharePoint Server Administrator's Guide  - A more detailed SharePoint 2010 Disaster recovery procedures using NetBackup 7.x SharePoint DB agent without BMR  - How to setup up SharePoint backups using NetBackup SharePoint DB agent.