What to provide for a Backup Exec Support Case.

Problem

An installation, backup, or restore job fails to complete successfully and a support case potentially needs to be opened for the issue.

Solution

Below are the some initial items to provide to Support to help resolve an issue quickly.

1. What is the Issue or Question?
2. What is the Error message?
3. Has this ever worked before?
4. Does a similar job/function work or does it also fail?


5. Update Backup Exec (BE). Run Live Update twice and make sure all updates are applied. 

How to update Backup Exec - https://www.veritas.com/support/en_US/article.000036756  

6. Download and run Veritas Quick Assist - https://www.veritas.com/support/en_US/vqa

a. Login to the server as the User ID the Backup Exec services are running as (with the exception of the Remote Agent, which runs as Local System Account). 
b. Resolve any issues found and run the tool again.
c. Have the results ready to submit support if a case has to be opened. 
   

7. After updating BE, any Remote Agents (RAWS) will need the updates applied with a Push or Local install.

                   
8. Next set debug on BE and the Remote Servers. Use the How to Debug Backup Exec document for the steps - https://www.veritas.com/support/en_US/article.000087598
 

9. Run the job and reproduce the issue.


10. Send the Job Log

11. Send a log collection from Each Server.

Use Veritas QuickAssist (VQA) to collect and upload the logs to the FTP server.
VQA - https://www.veritas.com/support/en_US/vqa