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NetVault 13.0.1 - Administration Guide for Managed Service Providers

Introduction Getting started Configuring clients Managing catalog search Configuring storage devices
About storage devices SAN considerations Quest DR Series systems Quest QoreStor NetVault SmartDisk EMC Data Domain Systems Snapshot Array Manager Virtual Tape Libraries Virtual standalone drives Shared Virtual Tape Libraries Physical tape devices Storage tiers
Backing up data Managing policies Restoring data Managing NetVault dashboard Managing jobs Monitoring logs Managing storage devices
Role-based access to manage storage devices Monitoring device activity Managing disk-based storage devices in list view Managing disk-based storage devices in tree view Managing the Snapshot Array Manager Managing tape libraries in list view Managing tape libraries in tree view Managing tape drives in list view Managing tape drives in tree view Adding shared devices
Managing storage media Managing user and group accounts Managing Tenant Monitoring events and configuring notifications Reporting in NetVault Working with client clusters Configuring default settings for NetVault
About configuring default settings Configuring encryption settings Configuring plug-in options Configuring default settings for post-scripts Configuring default settings for Verify Plug-in Configuring Deployment Manager Settings Configuring Job Manager settings Configuring Logging Daemon settings Configuring Media Manager settings Configuring Network Manager settings Configuring Process Manager settings Configuring RAS device settings Configuring Schedule Manager settings Configuring Web Service settings Configuring Auditor Daemon settings Configuring firewall settings Configuring general settings Configuring security settings Synchronizing NetVault Time Configuring the reporting utility Configuring NetVault WebUI default settings Configuring NetVault to use a specific VSS provider Configuring default settings using Txtconfig
Diagnostic tracing Managing diagnostic data Using the deviceconfig utility NetVault processes Environment variables Network ports used by NetVault Troubleshooting
Common errors Safe Mode in NetVault

Managing diagnostic data

Managing diagnostic data
•
About support diagnostics
•
Downloading diagnostic data
•
Uploading diagnostic data

About support diagnostics

Support Diagnostics provides a functionality that allows a user to collect detailed information about selected machine(s) of NetVault domain. Quest Technical Support personnel use this information for debugging and troubleshooting purpose. This information is collected in a compressed file and can be downloaded on the local machine or uploaded to cloud location against corresponding Service Request (SR).

The following information is collected for the selected machine(s):

•
Operating System version of the selected machine(s)
•
NetVault version
•
NetVault machine ID
•
Licensing details
•
List of all npk installed
•
Contents of the netvault/config directory
•
Contents of the netvault/dump directory
•
Contents of the netvault/etc directory
•
Contents of the netvault/bin directory
•
Disk space usage for the machine

Downloading diagnostic data

You can use the NetVault WebUI to download the diagnostic data from various machines to the local machine where the WebUI is running.

To download diagnostic data:
1
In the Navigation pane, click Support Diagnostics.
2
On the Support Diagnostics page, type a valid Service Request number in the field SR Number. The SR Number must be a seven-digit number. This field is optional.
3
In the Client List table, you can view all the NetVault clients that are added to the server. The table also displays Virtual Clients.
The table shows the following information about the machines:
•
Status: Displays the status icons, which indicate the type of client and whether the client is online or offline.
•
Client: Displays the NetVault name assigned to the client.
•
Version: Displays the NetVault version installed on the machine.
•
Description: Displays the client description.
The following table provides a brief description of the client icons.
 
Table 158. Client icons
Icon
Description

Client is up and running.

Client is online. It is in the process of being added, or the NetVault password for the client has changed since it was added.

Client is unavailable. The system is offline or the NetVault Service is not running.

Represents a Virtual Client that consists of a cluster of Clients. For more information about Virtual Clients, see Working with client clusters.

4
By default, the table is sorted by client name.
You can sort the table by one or more columns, as required. For more information, see Sorting records in NetVault WebUI.
To view the page size setting, sorting order in the table, export the records, or edit table settings, click the icons at the lower-right corner of the table. For more information, see Customizing tables in NetVault WebUI.
5
You can use the Search option to filter the table data and quickly find entries that contain the specified string in any column values.
6
In the Client List table, select the client (s) that you want to collect the diagnostic data, and click Download. You can select up to five NetVault clients.
 
* 
NOTE: The Download button is enabled only when the SR Number field is blank or has a valid seven-digit number.
7
A confirmation dialog is displayed showing the information regarding non accessible client (s). Click OK.
Ensure that you do not navigate away from the page until the browser starts downloading the files.

Uploading diagnostic data

You can use the NetVault WebUI to upload the diagnostic data corresponding to a SR number and provide it directly to Quest Technical Support for further analysis.

To upload diagnostic data:
1
In the Navigation pane, click Support Diagnostics.
2
On the Support Diagnostics page, type a valid Service Request number in the field SR Number. The SR Number must be a seven-digit number. This field is mandatory.
3
In the Client List table, you can view all the NetVault clients that are added to the server. The table also displays Virtual Clients.
The table shows the following information about the machines:
•
Status: Displays the status icons, which indicate the type of client and whether the client is online or offline.
•
Client: Displays the NetVault name assigned to the client.
•
Version: Displays the NetVault version installed on the machine.
•
Description: Displays the client description.
The following table provides a brief description of the client icons.
 
Table 159. Client icons
Icon
Description

Client is up and running.

Client is online. It is in the process of being added, or the NetVault password for the client has changed since it was added.

Client is unavailable. The system is offline or the NetVault Service is not running.

Represents a Virtual Client that consists of a cluster of Clients. For more information about Virtual Clients, see Working with client clusters.

4
By default, the table is sorted by client name.
You can sort the table by one or more columns, as required. For more information, see Sorting records in NetVault WebUI.
To view the page size setting, sorting order in the table, export the records, or edit table settings, click the icons at the lower-right corner of the table. For more information, see Customizing tables in NetVault WebUI.
5
You can use the Search option to filter the table data and quickly find entries that contain the specified string in any column values.
6
In the Client List table, select the client (s) that you want to collect the diagnostic data, and click Upload. You can select up to five NetVault clients.
 
* 
NOTE: The Upload button is enabled only when the SR Number field has a valid seven-digit number.
7
A confirmation dialog is displayed showing the information regarding non accessible client (s). Click OK.
Ensure that you do not navigate away from the page until the upload process is complete.
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