Veritas™ Appliance AutoSupport Reference Guide

Last Published:
Product(s): Appliances (Version Not Specified)
Platform: Veritas 3340,Veritas 5340,Veritas 5150,Veritas 5350,Veritas 5330,Veritas 5250,Veritas 5240
  1. Product overview
    1.  
      Overview of AutoSupport
    2.  
      About Call Home
  2. Architecture
    1.  
      Introduction to AutoSupport architecture
    2. AutoSupport components
      1.  
        About the client agent
      2.  
        About the Veritas Appliance monitoring infrastructure
      3.  
        About the MyAppliance portal
      4.  
        About the NetInsights Console
      5.  
        Call Home data transmission
  3. Call Home security
    1.  
      Data security standards
    2.  
      How the Call Home data is transmitted
    3.  
      How the Call Home data is received and stored
    4.  
      How long the Call Home data is maintained
    5.  
      Data privacy
  4. Configuring client settings on NetBackup and Access appliances
    1.  
      Enabling and disabling Call Home from the appliance shell menu
    2.  
      Enabling and disabling Call Home from the NetBackup Appliance Web Console
    3.  
      Settings > Notifications > Alert Configuration
    4.  
      Configuring alert settings
  5. Configuring client settings on a Flex appliance
    1.  
      Viewing Call Home information
    2.  
      Configuring Call Home settings
    3.  
      Deleting and disabling Call Home settings
  6. Using the MyAppliance portal
    1.  
      Configuring the MyAppliance portal
    2.  
      Registering an appliance
    3.  
      Obtaining a copy of your Heartbeat packages
    4.  
      Unregistering an appliance
  7. NetBackup Product Improvement Program
    1.  
      About the NetBackup Product Improvement Program
    2.  
      How Veritas uses NetBackup Product Improvement Program data
    3.  
      How NetBackup Product Improvement Program data is transmitted
    4.  
      Data privacy
    5.  
      Enabling or disabling the NetBackup Product Improvement Program
    6.  
      NetBackup Product Improvement Program proxy configurations
  8. Appendix A. Frequently Asked Questions
    1.  
      Frequently asked questions

About Call Home

Your appliance can connect with a Veritas server and upload hardware and software information. Veritas Technical Support uses this information to resolve any issues that you might report. The appliance uses the HTTPS protocol and uses port 443 to connect to the Veritas server. This feature of the appliance is referred to as Call Home. It is enabled by default.

Note:

Call Home is not required, but it serves as a critical step to proactive customer support and incident response for failures.

The following table provides more details about what happens when Call Home is enabled or disabled.

Table: What happens when Call Home is enabled or disabled

Monitoring status

Failure routine

Call Home enabled

When a failure occurs, the following sequence of alerts occur:

  • The appliance uploads all the monitored hardware and software information to a Veritas server.

  • The appliance generates the following three kinds of email alerts to the configured email address:

    • An error message by email to notify you of the failure once an error is detected.

    • A resolved message by email to inform you of any failure once an error is resolved.

    • A 24-hour summary by email to summarize all of the currently unresolved errors in the recent 24 hours.

  • Starting from software release 2.7.1, Veritas an email alert is sent if Veritas servers do not receive any Call Home data from your appliance for over 28 hours.

  • The appliance also generates an SNMP trap.

Call Home disabled

No data is sent to the Veritas AutoSupport server. Your system does not report errors to Veritas to enable faster problem resolution.