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NetBackup™ Troubleshooting Guide

Last Published: 2022-12-19

Product(s): NetBackup (10.1.1)

Issues with malware scanning

Table:

Error	Description	Workaround
Failed to connect to the scan host.	SSH connection to scan host from media server failed.	Verify the following scan host credentials: RSA (SHA256) key User name Password Refer NetBackup™ web UI Administrator's Guide for the scan host configuration.
Failed to determine the scan host OS.	Error can be due to unsupported scan host.	Please Software Compatibility list for list of supported platforms for the scan host.
Failed to copy NetBackup malware utility to the scan host.	Not enough space is available on the scan host. SSH user doesn't have access to the required directories on the scan host.	On windows scan host, check space is availability in `C:\` On Linux scan host check space is availability in `/tmp`.
Failed to get the scan host credentials.	Media server is not able to fetch the credentials to access scan host from the Primary.	Check that credentials for scan host are specified.
Time-out has occurred during the scan.	Default scan operation time out is two days. Time to scan may vary depending on the factors sch as workload type, network bandwidth, backup size.	Scan time-out is configurable and can be changed by setting configuration key. MALWARE_SCAN_ OPERATION_TIMEOUT Minimum value: 1 hour Maximum value: 30 days
Failed to get response from NetBackup malware utility.	Mismatch between `nbmalwareutil` binary and the `ScanManager`	Contact NetBackup support.
Failed to launch the scanner.	Malware scanner-specific failure message.	Refer to `nbmalwarescanner` logs on the media server.
Failed to mount the backup image.	IA share is not accessible from the scan host.	Check IA configuration on storage server. Verify on activity monitor that IA job is successful.
Failed to unmount the backup image.	IA share is busy or not accessible.	Refer to `nbmalwarescanner` logs on the media server.
Failed to run a scan.	Generic failure during the scan of a backup image.	Refer to `nbmalwarescanner` logs on the media server.
Failed to an open file. Unable to create a directory. Failed to generate the result file. Failed to open output file. Unable to create directory for result file. Failed to open the result file. Unable to create mount destination directory. Unable to create directory for a log file.	Not enough space is available on the scan host. SSH user doesn't have access to the required directories on the scan host.	On windows scan host, check space is availability in `C:\` On Linux scan host check space is availability in `/tmp`
All mount drives are exhausted.	Only five backup images can be mounted at the same time on windows scan host.	Ensure that scan host is not part of multiple NetBackup domains. Check if there are any Stale mounts on the Scan host by running net use. Following drive letters are used for mounting the IA shares on the windows scan host. Ensure that they are not in use.`L:\ M:\ N:\ O:\ P:\`
Either the Windows Defender is not installed or the environment variable is not set.	Windows Defender is not installed on the scan host or not configured properly.	Ensure that Microsoft Windows Defender is installed on scan host. Refer NetBackup™ web UI Administrator's Guide for the scan host configuration.
Either Symantec protection engine is not installed or the environment variable is not set.	Symantec Protection Engine is not installed on the scan host or not configured properly.	Ensure that Symantec Protection Engine is installed on scan host. Refer NetBackup™ web UI Administrator's Guide for the scan host configuration.
Failed to perform malware scan of the backup image.	Generic error for Scan failure.	Contact NetBackup support.
Net bios name can be at most 15 chars long.	Storage server hostname cannot be more than 15 characters for the SMB share support. If windows server 2016 is used to set up AD domain then it does not allow to join a storage server with a hostname length of more than 15 characters.	Ensure the character limit.
Failed to run a scan.	Generic failure during scanning backup image.	Check for the following errors: Refer to `nbmalwarescanner` logs on the media server. Check if media server storage space check if NFS service failure on media server.