Proxy settings are being deleted causing CallHome to fail on Netbackup Appliance 5000 and 5200 series.

Article:TECH209469  |  Created: 2013-08-08  |  Updated: 2013-08-14  |  Article URL http://www.symantec.com/docs/TECH209469
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Article Type
Technical Solution

Product(s)

Issue



After adding proxy settings used for the CallHome updates and email alerts, they are deleted causing updates and alerts to fail.


Error



CALLHOME status: Not able to upload callhome data 

Error: 500 proxy connect failed: PROXY ERROR HEADER, could be non-SSL URL: 

HTTP/1.1 503 Service Unavailable 

Cache-Control: no-cache 

Pragma: no-cache 

Content-Type: text/html; charset=utf-8 

Proxy-Connection: close 

Connection: close 

Content-Length: 1056 


Environment



PureDisk Appliances: 5000, 5020,

Versions: 1.4.2

Netbackup Appliances: 5200, 5220

Versions: 2.5.1, and possibly earlier versions.  (Please upgrade to a version which has an EEB available to fix this issue.  See list below.)


Cause



The file handle procedure has been updated to use a more robust method which will not delete data if two processes have opened the file used to store the proxy settings.

Proxy information is stored in /usr/openv/runtime_data/chinfo.txt (52xx) file.
or /Storage/data/chinfo.txt (50xx)..

 


Solution



Apply the matching EEB for the version for which a patch has been made available, or upgrade to the latest appliance version which has the fix included.

Open a support case to obtain the EEB.





Article URL http://www.symantec.com/docs/TECH209469


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