Two issues cause missing fingerprints when using PureDisk Remote Office Agent for backups. This includes NetBackup 50x0 Appliances.

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  • Article ID:000097808


Two issues have recently been discovered in the NetBackup PureDisk Agent (also found on the 50x0 series of NetBackup Appliances) which can lead to unexpected results, up to and including data loss.  An EEB bundle is available for the latest releases of NetBackup PureDisk and NetBackup for 50x0 Appliances which mitigates these issues.

Issue 1:
When using the native PureDisk Agent for backup (PDROE, Remote Office), no references are added to some of the existing fingerprints when multiple files have the same security information. This will not cause an immediately noticeable problem, but after some indeterminate amount of time, after older files are expired, these fingerprints can become unavailable.

This issue is limited to the Windows security information (permissions, ACLs) and does not apply to the stored content of the files. However, as a result of the missing security information replications, exports to NetBackup and consistency check jobs will fail. These jobs will no longer fail, after applying the 2 steps of the Solution.
(Internal ref: ET3326776)

Issue 2:
When using the native PureDisk Agent for backup (PDROE, Remote Office), if one of the files can not be uploaded, it is possible that any previously uploaded files in the backup job will not be synced to the Content Router and thus will not be retrievable.

This problem has been observed in following situations (non-exhaustive list):

  • when the storage pool is near capacity (around 90% usage, depending on your settings)
  • when a network interruption occurs during a backup job

This issue applies to all platforms: Windows, Linux and Unix.
(Internal ref: ET3234671)

Error Message

Restores, replications, exports to Netbackup, SP consistency checks fail with no such object reported.


For PureDisk 6.6.5 and Appliances 1.4.4, the solution consists of 2 steps:

Step 1:
Download and apply the appropriate Emergency Engineering Binary (EEB) bundle attached to this document to prevent missing references or missing fingerprints on future backups.

Step 2:
Fix the missing references and clean the lost fingerprints from past backups.

There are two methods to accomplish this - either may be executed:

  • Run recoverCR -fix [-clean] (will need considerable downtime)
  • Execute the online-DL-SL-check procedure (can be executed without or with limited downtime, but a manual procedure requiring some choices by the administrator)

Symantec technical support can offer advice on which procedure may work best depending on the situation.

Note: This hotfix contains additional fixes which are documented in the Related Article linked below.

Note: This hotfix is no longer publicly available, as its fixes are included in the 1.4.5 maintenance release update.  If this issue is experienced, the supported resolution is to upgrade NetBackup to the latest version and apply the latest maintenance release.

The formal resolutions for these issues are included in the following release:

  • NetBackup 50x0 Appliances 1.4.5

Deduplication Appliances 1.4.5 is now available - download and README information can be found via the Related Article linked below.

These fixes are not scheduled for a future release of NetBackup PureDisk.  NetBackup PureDisk 6.6.5 is currently scheduled to be the final release update of the product.

Best Practices:
Symantec strongly recommends the following best practices:
1. Always perform a full DR backup prior to making any changes to your environment.
2. Always make sure that your environment is running the latest version and patch level.
3. Perform periodic "test" restores.
4. Subscribe to technical articles.

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Applies To

These issues affect the following product versions:
  • NetBackup PureDisk 6.5 and above
  • NetBackup PureDisk 50x0 Appliances 1.2 and above

Terms of use for this information are found in Legal Notices.



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