Gathering Logs, Configuration Data, and System Health Check for NetBackup IT Analytics Support

Description

NetBackup IT Analytics  Support will typically request Logs, Configuration Data and a System Health Check report when a case is opened.

• The most common Logs and Configuration Data can be gathered utilizing the Support Tools – Support Package Request.  This allows you to gather Data Collector and Portal Logs from the NetBackup IT Analytics User Interface.
• The System Health Check report provides an overview of System Health and can be gathered from the NetBackup IT Analytics User Interface.

System Health Check

• Must be Super User to see/run the System Health Check report
• Report needs to be exported into HTML format
• Use default scope options (Can lower Time period if needed)

Reports > System Administration Reports > System Health Check

Logs and Configuration Data

Important Note: Before gathering Data Collector logs, a run now must be performed against the data collector. In addition to Portal log collections, it's recommended to set Portal in Debug mode by following the steps below.

1. Enable Portal debug from within the UI by pressing (CTRL + ALT + d) on your keyboard. Note: The Mac OS keyboard uses (Control + Option + d) to enable debugging. Then select all components and set both durations to 30 minutes.

2. Additional logging can be increased by updating the systemlogger.xml file located in \opt\aptare\portalconf\ for Windows and /opt/aptare/portalconf/ for Linux. Take a backup of the current file and then modify the line below, changing from "warn" to "debug".

 <Logger name="com.aptare.sc" level="warn"/>

 <Logger name="com.aptare.sc" level="debug"/>

Admin > Advanced > Support Tools > Add

Naming the Support Package Request

The Support Package can be named whatever you would like.   However, it is suggested to use a naming convention that will allow easy identification.

Naming convention examples:

For Portal Server Collection:
PS-<CaseNumber>  (Example:  PS-YYMMDD-######)

For Data Collector Server Collection:
DC-<CaseNumber>  (Example:  DC-YYMMDD-######)

Notification

• Email: (Optional) – If you put an email address you will receive an email when the collection has been completed.  You can also go back to the Support Tools page to check the status.
• Auto Upload to Veritas Support – This option is currently unavailable and will not work.

Portal Server

• It is suggested to check each of the Log and Configuration options.
• Time Period: Select a date range that covers the time of the issue. It is better to cover a longer period of time.

Data Collector Server

• Data Collector: – Select the Data Collector you want to collect logs from.
• Data Collector Policy Logs (Logs & Raw Data) – Select subsystem you want to gather logs for. After choosing a Data Collector, this area will show all policies defined under the selected data collector.
• Path to File/Folder (Optional): – This option allows you to gather a specific File or Folder.  Note: If you select a subsystem under ‘Data Collector Policy Logs (Logs & Raw Data)’ this option will be ignored.  This option is not typically advised.

The Support Package Request will begin to gather logs when you select OK.

That Status column will show Queued, Processing, Failed, or Available. 

Once the Support Package is available there will be an Available link to download the compressed logs.