Veritas NetBackup™ Appliance Troubleshooting Guide

The current session has expired. Redirecting to Login Page.

Your current session has expired because the appliance NetBackup Appliance Web Console has been idle for more than 10 minutes.

Kindly try to log on to your appliance again.

Login was unsuccessful, click ? for details.

User authentication failed. Please enter valid user name and password. If problem persists contact your System Administrator.

The connection has timed out.

This error is displayed, if the web server is not responsive the login page is not displayed.

Contact your System Administrator for more assistance.

Unable to connect

This error is displayed, if the web server has been shut down.

Contact your System Administrator for more assistance.

Error occurred while connecting to the Symantec Product Authentication Service (AT). Please ensure that the AT service is running.

This error is displayed, if the authentication server is not responsive.

Contact your System Administrator in case the error appears again.

Error retrieving the deduplication ratio, due to an unexpected error.

This error is displayed, if the current deduplication ratio could not be displayed on the Deduplication tile.

Ensure that the deduplication solution is configured. If the problem persists contact Veritas Support.

Error retrieving the deduplication ratio, check again after 10 minutes.

This error is displayed, if the deduplication ratio could not be displayed due to an unexpected error.

Refresh the information from the Dashboard after 10 minutes. If the error persists, contact Veritas Support.

Login failure due to an unrecognized or invalid user

If the user is removed from the LDAP directory (and not removed from appliance allowed to log in list), though the user is listed as LDAP authorized user, the user will not be able to log in. So, these users poses no security threat.

In the case, an LDAP user that is configured to use the Appliance needs to be deleted or removed from the LDAP directory, then the user needs to be first removed from the appliance. Otherwise, we will not be able to remove that user from the appliance user list.

Unable to retrieve the hardware health information.

This message is displayed when the appliance is unable to retrieve hardware health information.

Wait at least ten minutes and then try to view the health information again. If the issue persists, contact Veritas Technical Support.

Cannot flash the disk drive light.

This message is displayed when the beacon is unable to flash lights for a disk drive.

There may be a technical issue with the beacon on the disk drive. Call Veritas Technical Engineer to fix the beacon.

Invalid entry. Enter a whole number from 1 to 300.

This message is displayed when you enter an invalid value for the duration to flash the beacon. The value should be a whole number and it should range between 1 and 300 (in minutes).

Check the value that you have entered for flashing the beacon and ensure that it falls in the valid range.

No adapters were detected.

This message is displayed when the adapter information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No BBUs were detected.

This message is displayed when the Battery Backup Unit (BBU) information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No CPUs were detected.

This message is displayed when the CPU information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No disks were detected.

This message is displayed when the disks information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No fans were detected.

This message is displayed when the fan information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No firmware were detected.

This message is displayed when the firmware information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

MSDP information is not available.

This message is displayed when the MSDP is not configured for the appliance or the appliance is unable to retrieve the status information.

Verify if you have configured MSDP for your appliance. If you have configured MSDP and you encounter this error, call Veritas Technical Support for assistance in resolving this error.

Partition information is not available.

This message is displayed when the partition information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No RAID groups were detected.

This message is displayed when the information for the RAID groups cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

Temperature information is not available.

This message is displayed when the temperature information cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

Not able to fetch information for connections

This message is displayed when the connection information for the 5330 appliance cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No controllers detected

This message is displayed when the controller information for the 5330 appliance cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

No volumes detected

This message is displayed when the volume information for the 5330 appliance cannot be retrieved.

You may want to call Veritas Technical Support for assistance in resolving this error.

Certificate download failed.

The provided SSL certificate for the SDCS server cannot be found and downloaded.

Please check your Internet connection, verify the used path to download the certificate, and try again.

Please enter a valid port

The provided SDCS server port details are incorrect.

Please verify that the port number, entered for the SDCS server is correct.

There are no audit logs to display.

To view the SDCS logs, log onto the SDCS server and check the logs.

There are no audit logs to display.

If you are not connected to the SDCS server and you cannot see the logs.

Failed to fetch storage information.

Please contact Veritas Support.

Source and target disks are same.

This message can appear when you perform the Move Partition operation. It occurs if you select the same disk name in the From and To drop-down lists.

You cannot select the same disk name, select a different target disk than source.

The maximum length is 256 characters.

This message appears in case there is an error in the provided name for a storage unit or a disk pool.

Enter a name that is lesser than 256 characters.

The following characters are not allowed: in the storage unit and disk pool name

This message appears in case the provided name for a storage unit or a disk pool contains following characters:

'~!@#$%^&*()=|\\\"\':;<,>,?/

Remove the following special characters from the storage unit or disk pool name:

'~!@#$%^&*()=|\\\"\':;<,>,?/

Error resetting deduplication parameters.

The appliance cannot reset the current deduplication parameters to the default settings.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error while retrieving deduplication parameters

The current deduplication parameters for the appliance cannot be displayed.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in updating deduplication Parameters

The current deduplication parameters for the appliance cannot be updated to the new parameters.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error resetting data buffer parameters.

The appliance cannot reset the current data buffer parameters to the default settings.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in updating data buffer parameters.

The current data buffer parameters for the appliance cannot be updated to the new parameters.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error while retrieving data buffer parameters.

The current data buffer parameters for the appliance cannot be displayed.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error while retrieving storage lifecycle parameters.

The current storage lifecycle parameters for the appliance cannot be displayed.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in updating storage lifecycle parameters.

The current storage lifecycle parameters for the appliance cannot be updated to the new parameters.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error while retrieving BMR status.

The current BMR status for the appliance cannot be displayed.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in updating BMR settings.

Error updating BMR status on this appliance.

The BMR settings for the appliance cannot be enabled.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

The BMR option was not selected.

The BMR settings for the appliance cannot be enabled.

Select the Enable BMR on this Appliance option.

Failed to reset all or some of the appliance(s).

System resources could be busy.

Restart the appliance and then retry factory reset.

Failed to reset the storage. Check the logs for additional information.

Mount points could be busy.

Look at the logs and contact Veritas Technical Support for further assistance.

Factory reset is not supported because no factory checkpoints exist. Please see the Veritas NetBackup Appliance Administrator's Guide for more information on how to reset this appliance. Click ? for more information.

This error occurs when trying to reset the appliance after it has been upgraded.

Roll back the appliance to a post-upgrade checkpoint.

Appliance checkpoint creation failed. Click Finish to go back to the Appliance Restore page.

This error can occur due to insufficient disk space to store the checkpoint.

Look for additional information, listed above the error message. Retry the operation. Cleanup is done in case of such failures, which can free up disk space.

Checkpoint validation was unsuccessful. The rollback operation cannot be started. Click ? for more information.

Secured network communication has issues.

Look for additional information, listed above the error message. Try to correct the error and retry the operation.

Rollback of the appliance configuration was not successful. Click ? for more information.

Appliance configuration (NetBackup Appliance Directory) rollback failed.

Contact Veritas Technical Support for further assistance.

Selected licenses could not be deleted for media server {0}.

Selected licenses could not be deleted for master server {0}.

This error may appear due to an internal system error.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in adding License

Error in deleting License

This error may appear due to an internal system error.

Collect the logs all using the DataCollect command and then contact Veritas Technical Support.

Error while retrieving License List.

This error may appear due to an internal system error.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error occurred while loading the license keys.

This error may appear due to an internal system error.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

License key: {0} failed to install on media server {1}.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Failed to send the selected criteria.

This message appears when there is an internal NetBackup problem or a communications error.

Please try again as it can be due to an intermittent communications error. If the problem persists, collect the GUI logs using the DataCollect command for additional details or contact Veritas Technical Support.

Failed to cancel the job.

This message appears when there is an internal NetBackup problem or a communications error.

Please try again as it can be due to an intermittent communications error. If the problem persists, collect the GUI logs using the DataCollect command for additional details or contact Veritas Technical Support.

Failed to view the job details.

This message appears when there is an internal NetBackup problem or a communications error.

Please try again as it can be due to an intermittent communications error. If the problem persists, collect the GUI logs using the DataCollect command for additional details or contact Veritas Technical Support.

Failed to send the selected policy.

This message appears when there is an internal NetBackup problem or a communications error.

Please try again as it can be due to an intermittent communications error. If the problem persists, collect the GUI logs using the DataCollect command for additional details or contact Veritas Technical Support.

Load online updates failed.

This error is displayed when the appliance fails to get the online updates.

Please check the network connection to Veritas's software update center, or check the script for internal errors.

Load available updates failed.

This error is displayed when you do not get the available update, that is you cannot get the status of the downloaded software update.

Please check the script for internal errors.

Error while retrieving online update list manage.

This error is displayed when there is an error retrieving the online updates.

Please check the network connection to Veritas's software update center, or check the script for internal errors.

Error while retrieving software update list.

This error is displayed if the software update list cannot be retrieved.

Please check the script for internal errors.

Unable to add additional server.

This error may appear due to an internal system error.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Unable to delete additional server.

This error may appear due to an internal system error.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Please provide a valid server name entries separated using a comma(,).

This error may appear if the server names are added without a comma or the list of servers end with a comma.

Please check the list of servers and ensure that the server names are separated using a comma and the list does not end with comma.

Please verify if this system has been provisioned to Veritas.

You might encounter this error when your appliance is not provisioned to AutoSupport and you try to save changes on the Settings > Notifications page.

Provision the appliance to the AutoSupport server (or the Registration server). If the issue persists, call Veritas Technical Support.

Call Home test failed. Verify that this system has been correctly provisioned to Veritas.

This error message is displayed when the appliance is not provisioned and you click Test Call Home in the Call Home Configuration Settings pane of the Settings > Notifications page.

Provision the appliance to the AutoSupport server. If the issue persists, call Veritas Technical Support.

Failed to enable Call Home.

You might encounter this error when Call Home cannot be enabled and you try to save changes for the Settings > Notifications page.

You may want to call Veritas Technical Support for assistance in resolving this error.

Failed to disable Call Home.

You might encounter this error when Call Home cannot be disabled and you try to save changes for the Settings > Notifications page.

You may want to call Veritas Technical Support for assistance in resolving this error.

Unable to reach Call Home server.

You may encounter this error when the appliance is unable to reach the Call Home server.

You may want to call Veritas Technical Support for assistance in resolving this error.

Proxy authentication failed. One or more proxy entries could not be resolved or validated. Please review the proxy entries and make any necessary corrections.

This error message is displayed when you have entered invalid authentication details while enabling the proxy server and you try to save changes on the Settings > Notifications tab.

Verify that you have entered correct and valid authentication details for the proxy server, such as your proxy server credentials.

Notification interval cannot be blank or 0 if SNMP or SMTP server with hardware administrator email is configured. Enter notification interval in multiples of 15.

You may encounter this message when you have left the Notification Interval field of the Alert Configuration tab blank or entered 0 (zero) after enabling SNMP details or entered SMTP details and now you try to save the changes on the Settings > Notifications tab.

Verify whether you have entered a value for the Notification Interval field of the Alert Configuration tab and that this value is in multiples of 15 (and not zero).

Proxy server and proxy port fields are required.

This message is displayed when you have selected the Enable Proxy Server check box, but left the required proxy server details blank.

Ensure that you have entered correct values, which are required to set up a proxy server.

Proxy port value should be an integer in the range of 1-65535

This message is displayed when an invalid value is entered for the port number for the proxy server.

Ensure that you have entered correct and valid value for the port number of the proxy server.

Invalid value entered for proxy server

This message is displayed when you have entered invalid values while configuring the proxy server, such as an invalid IPv4 or an IPv6 address.

Ensure that the values, which you have provided for configuring the proxy server, are correct and valid.

Please enter the user name for proxy server

This message is displayed when a password for the proxy server has been entered, but a user name for the proxy server has not been entered.

Enter valid user name and password for the proxy server.

Failed to send a test email. Please verify that the SMTP server and the email configuration are correct for this appliance. Do you want to continue?

You may encounter this error when: A test email cannot be sent using the SMTP Server Configuration or the SMTP server is temporarily unreachable; although the configuration details that are entered for the SMTP server are correct.

Verify the configuration setting for the SMTP server and try sending a test email.

Failed to create VLAN. <vlan_id> already exists.

This message is displayed when you try to tag a VLAN with a vlan_id that already exists.

VLAN ID is a unique identifier. Therefore, provide a different vlan_id to tag the VLAN.

Cannot tag VLAN <vlan_id>. The specified IP address <ip> is already configured. Specify an IP address that is not in use.

This message is displayed when you try to tag VLAN with an IP address that is already configured for another interface.

Specify an IP address that is not used by other interfaces.

Invalid netmask <subnet_mask>.

This message is displayed if you enter an invalid subnet mask.

Enter an valid subnet mask.

Invalid IP address. IP address <ip> is in use. Use Main->Network->Show Status to verify.

This message is displayed when you attempt to create a bond with an IP address that is configured for another interface.

Specify an IP address that is not used by other interfaces.

Failed to update routing information. The network gateway is not reachable with the route information that you have provided. The gateway might not be reachable because it is not covered under a subnet mask that can be reached through your network interface settings.

This message is displayed if you enter gateway information that is in another domain.

Enter gateway information that corresponds to your domain.

Error while retrieving WAN optimization setting.

This message appears due to an internal system error.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error while retrieving Fibre Transport Settings

The current Fibre Transport Settings for the appliance cannot be displayed.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in enabling/disabling FT flag configuration

The Fibre Transport settings cannot be enabled for your appliance.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Error in updating SAN client flag configuration

The SAN Client Fibre Transport cannot be enabled for your appliance.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Load failed.

The current Fibre Transport Settings for the appliance cannot be displayed.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

This appliance contains no detectable FC HBA card. Click the help(?) icon to see if your appliance configuration contains an HBA card(s).

This information shows in the following scenarios:

The appliance contains no HBA card for use as a target host for optimized duplication and replication over FC. Click the help(?) icon to see if your appliance HBA configuration supports this feature.

This information shows in the following scenarios:

The current HBA card configuration does not support the use of this appliance as a target host for optimized duplication and replication over FC. Click the help(?) icon to see the supported HBA configurations.

The current HBA card configuration cannot be used as a target host for optimized duplication or replication. The configuration is not any standard HBA configuration that the feature requires. The HBA card configuration can become non-standard for the following reasons:

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Unable to save the date and time settings.

Please ensure that the NTP server and the web server are connected. If the problem persists, collect the logs using the DataCollect command and then contact Veritas Technical Support.

Unable to save the NTP server settings. Check if the specified NTP server exists.

This error appears if the NTP server IP details are incorrect or the NTP server is non-existent.

Please ensure that the provided IP address for the NTP server is valid. Also ensure that the NTP server is connected to the appliance

Could not disable the current LDAP configuration.

Could not enable the current LDAP configuration.

The configured LDAP server cannot be disabled. This error can occur in case the LDAP server is not responsive.

The connection to the web server is not established.

Collect the logs using the DataCollect command and then contact Veritas Technical Support.

Could not unconfigure the current LDAP configuration.

The configured LDAP server cannot be unconfigured.

Error while configuring LDAP.

Verify the configuration details of the LDAP server to be configured.

Error while setting server name.

The provided LDAP server name cannot be configured.

Verify that the provided server name for the LDAP server is correct.

Error while setting password.

The provided password to access the LDAP server is incorrect.

Enter a valid password to configure the LDAP server.

Error while setting common user name.

The user name of an existing LDAP user, provided to access the LDAP server, is incorrect.

Enter a valid user name to configure the LDAP server.

Error while setting common group name.

The group name of an existing LDAP group, provided to access the LDAP server, is incorrect.

Enter a valid group name to configure the LDAP server.

Error while setting SSL.

Error in exporting the LDAP configuration settings.

Please refresh the page and if the problem persists contact Veritas Technical Support.

Error in saving user.

The appliance cannot save the newly added user.

Please ensure that you have the appropriate permissions to perform the task. Please refresh the page and try again. If the problem persists contact Veritas Technical Support.

Error in saving group.

The appliance cannot save the newly added user group.

Please ensure that you have the appropriate permissions to perform the task. Please refresh the page and try again. If the problem persists contact Veritas Technical Support.

Error in authorizing.

The appliance cannot grant administrative permissions to the selected user.

Please ensure that you have the appropriate permissions to perform the task. Please refresh the page and try again. If the problem persists contact Veritas Technical Support.

Error in deleting user.

The appliance cannot delete the added user.

Please ensure that you have the appropriate permissions to perform the task. Please refresh the page and try again. If the problem persists contact Veritas Technical Support.

Error in deleting user group.

The appliance cannot delete the added user group.

Please ensure that you have the appropriate permissions to perform the task. Please refresh the page and try again. If the problem persists contact Veritas Technical Support.

Login failure due to an unrecognized or invalid user

If the user is removed from the LDAP directory (and not removed from appliance allowed to log in list), though the user is listed as LDAP authorized user, the user will not be able to log in. So, these users poses no security threat.

In the case, an LDAP user that is configured to use the Appliance need to be deleted or removed from the LDAP directory, then the user needs to be first removed from the appliance. Otherwise, we will not be able to remove that user from the appliance user list.

The server configuration is unsuccessful. View error messages for more information.

This error can appear due to multiple reasons. Please view the complete error message to obtain the resolution.

Please refresh the page and if the problem persists contact Veritas Technical Support.

Supplied password does not meet the required pattern!

The new password does not contain all the required parameters.

Enter a new password.

An unknown error has occurred. Please contact Veritas Support to resolve the issue. To continue with the operations, click any tab.

This is generic error and may appear if the web server is not responsive.

Please restart your web server and try again.

This icon is displayed next to the field that does not display the updated information. This happens when the entered value has not got updated in the NetBackup Appliance Directory. That is the new value does not match the data store

Please enter the appropriate value and save again. Please ensure that the connection to the NetBackup Appliance Directory is not down.