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Title
Information to provide to Quest Software support engineer when opening a case for Netvault. -
Description
Information to provide to Quest Software support engineer when opening a case on Netvault.
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Resolution
Providing the below information can significantly speed us the time resolution. We understand not every piece of information can be provided at all time but the more we have the faster we can resolve the problem.
1 – Contact details of person(s) within your organisation who are dealing, affected by the problem.
2 – Clear description of the problem. For instance "my backup does not work or fails" is not clear. "The exchange backup does not complete and fails when backing the public folder since we have upgraded to the latest APM" is better subject line. We can see that this concerns only the exchange APM and that the backup job starts well but end with failure at a specific time. We can also see the backup was working fine before the upgrade.
3. We will require Netvault Binary log – see linked KB article on how generate binary log.
4- If the problem can be easily reproduced it will be helpful to reproduce it with Netvault Trace enabled on the backup server and client being backed up. You can then send us the binary log and trace from both machine (the server and client). In some cases, Operating System logs may contain some clues so do send them to us too. See the attached KB article on how to generate trace.
5- Description of environment:
Netvault Version on BU Server and client
APM/Plugin version
Operating System of Backup server and client, Service Pack Level, Kernel version.
Application versions and service pack (MS Exchange 2010 DAG, MySQL).
Network configuration of BU server and client (is there a firewall between the two machines, are there multiple NICs, IP, teamed NICs?)
Hardware: CPU, Physical Memory. The backup device and how it is connected to the netvault backup server.
6- What conditions could have led to this problem? Were there any recent changes to the environment?
7 – Have you had this problem before and how was it fixed?
8 – Are you experiencing any other issue that you suspect may be linked to this one?
9 – Any other information that could be helpful.