Symantec Corporation
NetBackup 5020
Release 1.2
Routine Maintenance
Issue 01
Date 2010-12-10
Part Number
Symantec Corporation
Symantec provides customers with comprehensive technical support and service. For any assistance, please contact our local office or company headquarters.
Symantec Corporation
Address: 350 Ellis St, Mountain View CA
Website: http://www.symantec.com
Copyright © Symantec Corporation.2010. All rights reserved.
No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Symantec Corporation.
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and other Symantec trademarks are trademarks of Symantec Corporation.
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Notice
The purchased products, services and features are stipulated by the contract made between Symantec
and the customer. All or part of the products, services and features described in this document may not be
within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements,
information, and recommendations in this document are provided "AS IS" without warranties, guarantees or
representations of any kind, either express or implied.
The information in this document is subject to change without notice. Every effort has been made in the
preparation of this document to ensure accuracy of the contents, but all statements, information,
andrecommendations in this document do not constitute the warranty of any kind, express or implied.
NetBackup 5020
Routine Maintenance Contents
Issue 01 (2010-12-10) Symantec Corporation i
Contents
About This Document ........................................................................................................... B.1.1-1
1 Safety Precautions ...................................................................................................................... 1-1
1.1 Warning and Safety Identifier ....................................................................................................................... 1-1
1.2 ESD Prevention ............................................................................................................................................. 1-3
1.3 Laser Safety ................................................................................................................................................... 1-3
1.4 Using Optical Fiber ....................................................................................................................................... 1-4
1.5 Short-Circuit Protection ................................................................................................................................ 1-5
1.6 Electrical Safety ............................................................................................................................................ 1-5
2 Overview of Routine Maintenance ........................................................................................ 2-1
2.1 Purpose .......................................................................................................................................................... 2-1
2.2 Maintenance Items and Periods ..................................................................................................................... 2-1
2.3 Tools .............................................................................................................................................................. 2-2
3 Guide to Routine Maintenance on Equipment Site ............................................................ 3-1
3.1 Checking Equipment Running Environment ................................................................................................. 3-1
3.2 Checking the Internal Cabinet Environment ................................................................................................. 3-2
3.3 Checking Indicator Status ............................................................................................................................. 3-5
4 Guide to the Routine Maintenance Using the System Monitor Interface ...................... 4-1
4.1 Viewing Hardware Alerts .............................................................................................................................. 4-2
4.2 Checking the CPU Status .............................................................................................................................. 4-5
4.3 Viewing the Disk Status ................................................................................................................................ 4-7
4.4 Check the RAID Group Status .................................................................................................................... 4-10
4.5 Checking the Fan Status .............................................................................................................................. 4-12
4.6 Checking the Power Supply Status.............................................................................................................. 4-14
4.7 Checking Temperature ................................................................................................................................ 4-16
A Maintenance Record ............................................................................................................... A-1
B How to Obtain Help................................................................................................................. B-1
B.1 Preparations For Contacting Symantec........................................................................................................ B-1
B.1.1 Collecting Troubleshooting Information ............................................................................................ B-1
B.1.2 Making Debugging Preparations ........................................................................................................ B-2
B.2 How to Use the Document ........................................................................................................................... B-2
Contents
NetBackup 5020
Routine Maintenance
ii Symantec Corporation Issue 01 (2010-12-10)
B.3 Technical Support ........................................................................................................................................ B-2
B.3.1 Contacting Technical Support ............................................................................................................ B-2
B.3.2 Licensing and Registration ................................................................................................................. B-3
B.3.3 Customer Service ............................................................................................................................... B-3
B.3.4 Maintenance Agreement Resources.................................................................................................... B-3
B.3.5 Additional Enterprise Services ........................................................................................................... B-4
C Acronyms and Abbreviations ................................................................................................ C-1
NetBackup 5020
Routine Maintenance Figures
Issue 01 (2010-12-10) Symantec Corporation iii
Figures
Figure 3-1 Front view ......................................................................................................................................... 3-5
Figure 3-2 Rear view .......................................................................................................................................... 3-6
Figure 3-3 10GE NIC ......................................................................................................................................... 3-8
Figure 4-1 Login interface .................................................................................................................................. 4-2
Figure 4-2 Main interface of the NetBackup 5020 ............................................................................................. 4-3
Figure 4-3 System monitoring interface ............................................................................................................. 4-3
Figure 4-4 Hardware Alerts option .................................................................................................................. 4-4
Figure 4-5 Alarm list .......................................................................................................................................... 4-4
Figure 4-6 CPU option ....................................................................................................................................... 4-6
Figure 4-7 CPU status ........................................................................................................................................ 4-6
Figure 4-8 Disk option ....................................................................................................................................... 4-8
Figure 4-9 Disk status ......................................................................................................................................... 4-8
Figure 4-10 RAID option ................................................................................................................................. 4-10
Figure 4-11 RAID group status ........................................................................................................................ 4-11
Figure 4-12 Fan option .................................................................................................................................... 4-13
Figure 4-13 Fan status ...................................................................................................................................... 4-13
Figure 4-14 Power supply option .................................................................................................................... 4-15
Figure 4-15 Power supply status ...................................................................................................................... 4-15
Figure 4-16 Temperature option ..................................................................................................................... 4-17
Figure 4-17 Temperature information .............................................................................................................. 4-18
NetBackup 5020
Routine Maintenance Tables
Issue 01 (2010-12-10) Symantec Corporation v
Tables
Table 1-1 Identifiers and meanings ..................................................................................................................... 1-2
Table 2-1 Routine Maintenance Items and Periods ............................................................................................ 2-2
Table 2-2 Maintenance Tools and Their Functions ............................................................................................. 2-2
Table 3-1 Routing Maintenance Items for the Equipment Room ....................................................................... 3-2
Table 3-2 Table of Check Items for the Internal Cabinet Environment .............................................................. 3-3
Table 3-3 Description of the indicators of the front view of NetBackup 5020 ................................................... 3-5
Table 3-4 Description of the indicators of the rear view of NetBackup 5020..................................................... 3-7
Table 3-5 Description of the indicators of the 10GE NIC .................................................................................. 3-8
Table 4-1 Description of alarm parameters ......................................................................................................... 4-4
Table 4-2 Description of parameters related to the CPU status .......................................................................... 4-7
Table 4-3 Description of parameters related to the disk status ........................................................................... 4-8
Table 4-4 Description of parameters related to the RAID group status ............................................................ 4-11
Table 4-5 Description of parameters related to the fan status ........................................................................... 4-14
Table 4-6 Description of parameters related to the power supply status .......................................................... 4-16
Table 4-7 Description of parameters related to temperature ............................................................................. 4-18
NetBackup 5020
Routine Maintenance About This Document
Issue 01 (2010-12-10) Symantec Corporation B.1.1-1
About This Document
Product Version
The following table lists the product version related to this document.
Product Name Product Version
NetBackup 5020 Release 1.2
Intended Audience
This document describes maintenance items of the NetBackup 5020 in terms of maintenance
purpose, period, standards, and procedure.
This document is intended for:
Network monitoring engineer
System maintenance engineer
Field maintenance engineer
Symbol Conventions
The symbols that may be found in this document are defined as follows.
Symbol Description
Indicates a hazard with a high level of risk, which if not
avoided, could result in death or serious injury.
Indicates a hazard with a medium or low level of risk,
which if not avoided, could result in minor or moderate
injury.
Indicates a potentially hazardous situation, which if not
avoided, could result in equipment damage, data loss,
performance degradation, or unexpected results.
About This Document
NetBackup 5020
Routine Maintenance
B.1.1-2 Symantec Corporation Issue 01 (2010-12-10)
Symbol Description
Indicates a tip that may help you solve a problem or save
time.
Provides additional information to emphasize or
supplement important points of the main text.
Update History
Updates between document revisions are cumulative. Therefore, the latest version of this
document contains all of the updates that were made in previous versions.
Updates in Issue 01(2010-12-10)
Initial commercial release.
NetBackup 5020
Routine Maintenance 1 Safety Precautions
Issue 01 (2010-12-10) Symantec Corporation 1-1
1 Safety Precautions
About This Chapter
This section describes the precautions for routine maintenance.
1.1 Warning and Safety Identifier
When you install and maintain equipment, observe warning and safety identifier precautions
to prevent personal injury or equipment damage.
1.2 ESD Prevention
When you install and maintain equipment, follow safety precautions of ESD prevention to
ensure personal safety and avoid equipment damage.
1.3 Laser Safety
When you install and maintain the device, you must follow the laser safety precautions to
ensure the safety of the human body and the device.
1.4 Using Optical Fiber
You should use optical fibers properly to ensure the normal running of the device; otherwise,
bodily injury or device damage may be caused.
1.5 Short-Circuit Protection
When you install or maintain the device, use tools according to the regulations to avoid short
circuit as a result of metallic tools.
1.6 Electrical Safety
When you install and maintain the equipment, follow the electrical safety precautions to avoid
device damage or bodily injury.
1.1 Warning and Safety Identifier
When you install and maintain equipment, observe warning and safety identifier precautions
to prevent personal injury or equipment damage.
Table 1-1 lists the warning and safety identifiers on the NetBackup 5020 and their meanings.
1 Safety Precautions
NetBackup 5020
Routine Maintenance
1-2 Symantec Corporation Issue 01 (2010-12-10)
Table 1-1 Identifiers and meanings
Identifier Meaning
ESD prevention identifier
When you perform operations at this area take strict
measures, such as wearing electrostatic discharge
(ESD) preventive gloves or an ESD preventive wrist
strap, to avoid electrostatic injuries.
Sub-rack grounding identifier
Indicates the grounding position.
Warning for removing or inserting the system disks
Indicates that you should not remove or insert the
system disks at will.
Weight warning identifier
Indicates that you should pay attention to the weight of
the device before you move it.
Power warning identifier
Indicates that you should shut off all power supplies to
power off the device.
Warning identifier for reading the manual
Indicates that you should read the manual before
operating the device.
Operation identifier for opening the chassis cover
Indicates the procedure for opening the chassis cover.
NetBackup 5020
Routine Maintenance 1 Safety Precautions
Issue 01 (2010-12-10) Symantec Corporation 1-3
Identifier Meaning
Drive number identifier
Indicates the slot where a disk resides.
The disks in slot0 and slot 1 are system disks.
1.2 ESD Prevention
When you install and maintain equipment, follow safety precautions of ESD prevention to
ensure personal safety and avoid equipment damage.
indicates an electrostatic sensitive area. When performing operations at this area
take strict measures, such as wearing an ESD preventive wrist strap, ESD preventive gloves,
and ESD preventive clothes, to avoid personal injuries or device damages caused by static
electricity.
To protect the devices, note the following:
Do not touch the exposed device modules with bare hands because the static electricity
of the human body may damage the electrostatic sensitive elements on the circuit boards.
The ESD preventive wrist strap can prevent devices from being damaged by static
electricity from the human body.
To avoid personal injuries or device damage caused by static electricity, you need to
wear ESD gloves or an ESD preventive wrist strap before installation or replacement.
When you carry and move parts, a dedicated ESD preventive bag is required.
1.3 Laser Safety
When you install and maintain the device, you must follow the laser safety precautions to
ensure the safety of the human body and the device.
Laser safety precautions include two aspects:
Human body injury
Device damage
1 Safety Precautions
NetBackup 5020
Routine Maintenance
1-4 Symantec Corporation Issue 01 (2010-12-10)
Human Body Injury
The laser sent by the optical interface board is an invisible infrared ray. While maintaining the
device, protect your eyes from the laser; otherwise, the laser may cause permanent injury to
your eyes.
Device Damage
To prevent damage to the device, observe the following:
If the optical interface on the device or on the patch cord is not in use, cover the optical
interface with a dust-proof cap.
When you need to remove the patch cord connected to the optical interface in use, cover
the optical interface and the patch cord connector with dust-proof caps.
When you perform the loopback test on the optical interface with the patch cord, you
must use an attenuator to protect the optical transceiver from the received optical power.
When you use the optical time domain reflectometer (OTDR), disconnect the patch cord
between the peer device and the local device to protect the optical transceiver from the
optical power.
Do not remove or insert the optical transceiver that connects to fiber during operation.
1.4 Using Optical Fiber
You should use optical fibers properly to ensure the normal running of the device; otherwise,
bodily injury or device damage may be caused.
The laser beam of the optical interface board or inside the optical fiber may injure your eyes!
When you install and maintain the optical interface board and the optical fiber, keep your eyes
away from, and never stare into the optical interface or the optical fiber connector.
Cleaning Optical Fiber Connectors and Optical Interfaces
The optical fiber connectors and the optical interfaces of the laser must be cleaned with
special cleaning tools and materials listed as follows:
Special cleaning solvent. Isoamylol is preferred, propyl alcohol is the acceptable, alcohol
is not recommended and formalin is forbidden
Non-woven lens tissue.
Special compressed gas
Cotton swabs (medical cotton swab or other long-staple cotton)
NetBackup 5020
Routine Maintenance 1 Safety Precautions
Issue 01 (2010-12-10) Symantec Corporation 1-5
Special cleaning roll (used with Isoamylol)
Special magnifier for optical connectors
Replacing Optical Fibers
When replacing the optical fiber, cover the optical connector that is not in use with dust-proof
caps.
1.5 Short-Circuit Protection
When you install or maintain the device, use tools according to the regulations to avoid short
circuit as a result of metallic tools.
Do not place tools, such as the screwdriver on the air intake board of the enclosure; otherwise,
short circuit may occur.
Avoid dropping screw into the sub-rack or the device; otherwise, short circuit may occur.
1.6 Electrical Safety
When you install and maintain the equipment, follow the electrical safety precautions to avoid
device damage or bodily injury.
Power On and Power Off
Before you check the installation and cable connections, ensure that the entire storage system
is powered off. If there is improper connection, you or the device could be damaged during
the check.
If you need to perform hot-line operations and the cables that you touch are power cables, you
must take off the ESD-preventive wrist strap.
During power-on, do not insert or remove the cable. Otherwise, data might be lost.
After switching off the power supply, wait at least one minute before switching on the
power supply again.
1 Safety Precautions
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Routine Maintenance
1-6 Symantec Corporation Issue 01 (2010-12-10)
Do not switch off or on the power before disks stop running. Otherwise, disks may be
damaged and data could be lost.
Troubleshooting
Do not touch the connectors of electrical wires and communication cables, as the electricity
inside the electrical wires and communication cables could result in electrical shock.
When you operate a device in the ESD-sensitive area, you must take ESD-preventive
measures, such as wearing an ESD-preventive wrist strap, ESD-preventive clothes , and
ESD-preventive gloves.
Monitor the following items during troubleshooting:
Do not troubleshoot a device during an electrical storm.
Check that the power cables are intact and effective grounding measures are taken.
Keep the troubleshooting area clean and dry.
NetBackup 5020
Routine Maintenance 2 Overview of Routine Maintenance
Issue 01 (2010-12-10) Symantec Corporation 2-1
2 Overview of Routine Maintenance
About This Chapter
This section describes safety precautions and purpose of routine maintenance, required tools.
and maintenance items.
2.1 Purpose
To verify that the equipment environment and status are functional. To maintain the
equipment in good condition through equipment cleaning and maintenance.
2.2 Maintenance Items and Periods
This section describes the maintenance items and the period for each maintenance item.
2.3 Tools
This section describes the maintenance tools and their functions.
2.1 Purpose
To verify that the equipment environment and status are functional. To maintain the
equipment in good condition through equipment cleaning and maintenance.
To understand the running status and trends of the equipment and network in real time,
so as to improve the efficiency in responding to emergencies by checking the current
equipment status;
To promptly detect alarms from equipment or equipment defects and take appropriate
measures to clear the alarms and correct the defects, to keep the equipment operational.
2.2 Maintenance Items and Periods
This section describes the maintenance items and the period for each maintenance item.
Table 2-1 lists the routine maintenance items and periods.
2 Overview of Routine Maintenance
NetBackup 5020
Routine Maintenance
2-2 Symantec Corporation Issue 01 (2010-12-10)
Table 2-1 Routine Maintenance Items and Periods
Maintenance Owner
Maintenance Site
Maintenance Item Suggested Maintenance Period
Maintenance
engineers
Device site Checking equipment
running environment
Checking environment
inside the cabinet
Checking device
indicator status
It is recommended to
check the environment
inside the cabinet
every month and other
items every day.
Network
monitoring
engineers
Management
software site
Viewing Hardware
Alerts
Checking the CPU
status
Checking the Disk
status
Checking the RAID
status
Checking the Fan
status
Checking the Power
Supply status
Checking Temperature
It is recommended to
check the alarm
information every day
and other items every
week.
2.3 Tools
This section describes the maintenance tools and their functions.
Table 2-2 lists the tools used for routine maintenance.
Table 2-2 Maintenance Tools and Their Functions
Tool Function
Windows PC Runs the System Monitor Interface, to checks the
running status of the device.
Fiber cleaning toola Use special-purpose cleaning tools and materials to
avoid damage to fiber connectors.
Thermometer Measures the temperature of the equipment room
Hygrometer Measures the humidity of the equipment room
ESD preventive wrist strap Used to avoid personal injuries or device damage
caused by static electricity
a. Use this tool for the 10GE NIC with fiber ports.
NetBackup 5020
Routine Maintenance 2 Overview of Routine Maintenance
Issue 01 (2010-12-10) Symantec Corporation 2-3
NetBackup 5020
Routine Maintenance 3 Guide to Routine Maintenance on Equipment Site
Issue 01 (2010-12-10) Symantec Corporation 3-1
3 Guide to Routine Maintenance on Equipment Site
About This Chapter
This section describes the required items for routine maintenance.
3.1 Checking Equipment Running Environment
This section describes the criteria for checking the equipment room. Checking the equipment
room helps administrators know equipment room conditions and adjust the environment to
avoid device faults due to the environmental conditions.
3.2 Checking the Internal Cabinet Environment
This section describes the criteria for checking the cabinet, helping to ensure the cabinet
environment and avoid faults due to environmental issues.
3.3 Checking Indicator Status
This section details indicators for the NetBackup 5020.
3.1 Checking Equipment Running Environment
This section describes the criteria for checking the equipment room. Checking the equipment
room helps administrators know equipment room conditions and adjust the environment to
avoid device faults due to the environmental conditions.
Reference Standard
Storage devices require a reliable running environment. Usually, these are installed in a
dedicated equipment room with a dedicated air-conditioning system and a redundant power
system. Maintenance items are listed in Table 3-1.
3 Guide to Routine Maintenance on Equipment Site
NetBackup 5020
Routine Maintenance
3-2 Symantec Corporation Issue 01 (2010-12-10)
Table 3-1 Routing Maintenance Items for the Equipment Room
Maintenance Items
Maintenance Guide Reference Criteria
Operating
temperature
The thermometer in the
equipment room.
(1) The temperature should range
between 5 ℃ and 35℃.
(2) If the equipment room
temperature fails to meet the
requirement, repair or replace the
air-conditioning system.
Operating humidity Hygrometer in the equipment
room.
(1) The relative humidity should
range between 10% and 85%.
(2) If the relative humidity is too
high, install a dehumidifier; if the
value is too small, install a
humidifier.
Fire safety Check key locations, such as
the power distribution box,
cabinet, frames and cabling
troughs; check the fire
facilities.
All parts should be free of fire
hazard. All fire facilities in the
equipment room are functional
and in good condition.
Dust Check the cabinet surface and
inside, equipment room floor
and worktable surface.
All parts must be clean and
dust-free.
Cabinet power
supply
Check the power supply of
each cabinet.
Each cabinet has two separate
channels of power input.
Procedure Measure the operating temperature and humidity using the thermometer and hygrometer.
Follow the instructions given in the routine maintenance items Table 3-1 if any of the
preceding items fails.
----End
Exception Handling If the operating environment or humidity fails to meet the operating requirement, adjust
the temperature or humidity through the air-conditioning system to the required levels.
If the power system fails to meet the requirement, install two separate power supply lines
and a transformer with a sufficient capacity.
3.2 Checking the Internal Cabinet Environment
This section describes the criteria for checking the cabinet, helping to ensure the cabinet
environment and avoid faults due to environmental issues.
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Routine Maintenance 3 Guide to Routine Maintenance on Equipment Site
Issue 01 (2010-12-10) Symantec Corporation 3-3
Reference Standard
Items to check include internal cabinet power supply and service cable labeling. Table 3-2
lists these items.
Table 3-2 Table of Check Items for the Internal Cabinet Environment
Maintenance Items
Maintenance Guide Reference Criteria
Power system
maintenance
(1) Check whether the power
input and output terminal
blocks of each cabinet's power
distribution frame are in good
condition. Check for corrosion,
overcurrent, and overheating.
(2) Check whether the power
input terminal block, power
socket and connector of each
cabinet's power distribution
frame are in good condition.
Check for corrosion,
overcurrent, and overheating.
(3) Use a multimeter to
measure the input and output
voltage of the power
distribution frame.
(1) All connecting parts are tight
and free from loosening and
corrosion.
(2) All equipment is free from
deformation and evidence of
long-term overheating at
contacts.
(3) Given an input voltage of 110
V AC, the measured voltage
should range from 100 V to 127
V; given an input voltage of 220
V AC, the measured voltage
should range from 200 V to 240
V.
Cable system
maintenance
Check all power, grounding
and signal cables in the cabinet
for defects or hazards such as
damage, aging, corrosion or
flash burn.
All cables are free from damage,
aging, corrosion or flash burn
hazards.
Grounding system
maintenance
Check whether all connection
terminals and fastening screws
inside the cabinet are tight.
Check for loosening or
corrosion.
All connecting parts are tight and
free from loosening and
corrosion.
Protective system
maintenance
(1) Check the cabinet top and
inside for cleanliness.
(2) Check whether the
rodent-proof net on each signal
cable outlet at the cabinet top
or bottom is tightly wrapped
and in good condition.
(1) Check the cabinet top and
inside for cleanliness.
(2) All rodent-proof nets should
be tightly wrapped and
undamaged.
3 Guide to Routine Maintenance on Equipment Site
NetBackup 5020
Routine Maintenance
3-4 Symantec Corporation Issue 01 (2010-12-10)
Maintenance Items
Maintenance Guide Reference Criteria
Dust-proof system
maintenance
(1) Check the cabinet cover for
cleanliness.
(2) Check the air filter at the
cabinet bottom for cleanliness.
(3) Check the air filter gauze at
inner side of the cabinet's front
door for cleanliness.
(1) The cabinet cover and the air
inlet at the cabinet bottom should
be free from dusk and cabinet air
supply is unblocked and the air is
clean.
(2) All air filter frames and gauze
are clean and free from dust.
Cable labeling Check labels are clearly written
and marked and securely
attached.
Labels are clearly and correctly
written and marked and securely
attached.
Procedure
Step 1 Use a multimeter to check the grounding of each cabinet component:
Set the multimeter to the resistance position and connect one lead to a fixed place in the
equipment room (you may need to extend the lead cable) and the other lead to measure
each grounding point inside the cabinet. Given the measuring accuracy, the measured
resistance of each grounding point should be approximately 1 ohm or less. If the
resistance measured at a grounding point exceeds 1 ohm, check the grounding cable,
connecting terminal and fastening screw and make appropriate corrections.
Set the multimeter to the voltage position and connect one lead to a fixed place in the
equipment room (you may need to extend the lead cable) and the other pointer to
measure each grounding point inside the cabinet. Given the measuring accuracy, the
voltage measured at each grounding point should range between 0 V and 5 V. If the
voltage measured at a grounding point is 0 V, the point is not grounded. In the case of a
value larger than 5 V, check the grounding cable, connecting terminal and fastening
screw at the grounding point and make appropriate corrections.
Step 2 Remove the air filter frame from the cabinet bottom. Wash and dry the filter thoroughly and
then place it back into the cabinet.
Step 3 Remove the air filter gauze from the inner side of the cabinet's front door. Dehydrate the
gauze and let it dry. Then, replace.
Step 4 Take out the air deflector from inside the jamb on the cabinet's front side. Use a piece of clean
cotton gauze, an anti-static brush, or a vacuum cleaner. Then replace.
----End
Exception Handling
Follow the instructions given in the troubleshooting guide Table 3-2 if any of the preceding
items are out of specification.
NetBackup 5020
Routine Maintenance 3 Guide to Routine Maintenance on Equipment Site
Issue 01 (2010-12-10) Symantec Corporation 3-5
3.3 Checking Indicator Status
This section details indicators for the NetBackup 5020.
Procedure
Check indicator status in the front view of the NetBackup 5020
Figure 3-1 shows the front view of the NetBackup 5020.
Table 3-3 lists the indicator status of the front view of NetBackup 5020.
Figure 3-1 Front view
1 System alarm/location indicator 2 System power indicator
3 Disk online status indicator 4 Disk read/write status indicator
Table 3-3 Description of the indicators of the front view of NetBackup 5020
Location Type Color Status Description
Chassis System power
indicator
Green On The device is powered on.
- Off The device is not powered
on.
System
alarm/location
Red On An alarm occurs to the
device.
3 Guide to Routine Maintenance on Equipment Site
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3-6 Symantec Corporation Issue 01 (2010-12-10)
Location Type Color Status Description
indicator Blinking A fault occurred on the
power module.
Orange On The device is being located
a.
- Off The device is running
normally.
SATA disk
module
Disk online
status indicator
Green On The disk is powered on.
Red On A disk alarm occurred or
the device is being located a.
- Off The disk is not powered on.
Disk read/write
status indicator
Green Blinking The device is transferring
data.
- Off The device is not
transferring data.
a: A location command is sent through the management system.
Check indicator status in the rear view of the NetBackup 5020
Figure 3-2 shows the rear view of the NetBackup 5020.
Table 3-4 lists the indicator status of the rear view of NetBackup 5020.
Figure 3-2 Rear view
1 Power running/alarm
indicator
2 Link indicator for the service network interface
(NIC1/NIC2)
3 Active indicator for the
service network interface
(NIC1/NIC2)
4 Active indicator for the IPMI management
network interface
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Routine Maintenance 3 Guide to Routine Maintenance on Equipment Site
Issue 01 (2010-12-10) Symantec Corporation 3-7
5 Link indicator for the IPMI
management network
interface
6 System alarm/location indicator
7 10GE NIC interface
Table 3-4 Description of the indicators of the rear view of NetBackup 5020
Location Type Color Status Description
Power
module
Power
running/alarm
indicator
Green On The AC power is normal.
Green Blinking The AC input is normal,
but the device is not
powered on.
Orange On A power alarm occurred.
- Off The power module failed
to be powered on or is not
connected to the mains
power supply.
Rear panel Link indicator of
the IPMI
management
network port
Green On The link of the
management network port
is normal.
- Off No link.
Active indicator
of the IPMI
management
network port
Orange Blinking Data is being transferred.
- Off No data is being
transferred.
Link indicator of
the service
network port
(NIC1/NIC2)
Green On Data is being transferred
at a rate of 1,000 Mbit/s.
Orange On Data is being transferred
at a rate of 100 Mbit/s.
- Off Data is being transferred
at a rate of 10 Mbit/s, or
no link.
Active indicator
of service
network port
(NIC1/NIC2)
Yellow Blinking Data is being transferred.
- Off No data is being
transferred.
Check indicator status of the 10GE NIC
Figure 3-3 shows the 10GE NIC of the NetBackup 5020.
Table 3-5 lists the indicator status of the 10GE NIC.
3 Guide to Routine Maintenance on Equipment Site
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Routine Maintenance
3-8 Symantec Corporation Issue 01 (2010-12-10)
Figure 3-3 10GE NIC
Table 3-5 Description of the indicators of the 10GE NIC
Location Type Color Status Description
10GE NIC ACT/LNK Green Blinking The link is normal and data is
being transferred.
Green On The link is normal.
- Off No link.
GRN=10GE - Off No link.
Green On Data is being transferred at a
rate of 10 Gbit/s.
Yellow On Data is being transferred at a
rate of 1 Gbit/s.
----End
Exception Handling System power indicator
If the indicator is off, see "Device Cannot Be Powered On" in the NetBackup 5020
Hardware Troubleshooting Guide.
System alarm/location indicator
If the indicator is on, see "System Alarm/Location Indicator Is Red On" in the
NetBackup 5020 Hardware Troubleshooting Guide.
Disk online status indicator
− If the disk online status indicator blinks red, see "Disk Online Status Indicator Is Red
On" in the NetBackup 5020 Hardware Troubleshooting Guide.
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Issue 01 (2010-12-10) Symantec Corporation 3-9
− If the indicator remains off, unplug and then plug in the disk module.
− If the problem persists, replace the disk module.
− If the problem still persists, contact technical support.
Power running/alarm indicator
− If the power running/alarm indicator blinks orange, see Symptom 1 mentioned in
"Power Module Alarm" in the NetBackup 5020 Hardware Troubleshooting Guide.
− If the power running/alarm indicator remains off, reinsert the power module.
− If the problem persists, replace the power module.
− If the problem still persists, contact technical support.
Fan running/alarm indicator
− If the fan running/alarm indicator blinks orange, see "Fan Running/Alarm Indicator Is
Red On" in the NetBackup 5020 Hardware Troubleshooting Guide.
− If the fan running/alarm indicator remains off, unplug and then plug in the fan
module.
The NetBackup 5020 must be powered off before replacement of a fan. A scheduled outage
period must be arranged.
− If the problem persists, replace the fan module.
− If the problem still persists, contact technical support.
Link indicator for the IPMI management network port
− If the link indicator remains off, unplug and then plug in the network cable.
− If the problem persists, replace the network cable.
− If the problem still persists, contact technical support.
Link indicator for the service network port (NIC1/NIC2)
− If the link indicator remains off, unplug and then plug in the network cable.
− If the problem persists, replace the network cable.
− If the problem still persists, contact technical support.
ACT/LNK indicator for the 10GE NIC
− If the ACT/LNK indicators for the 10GE NIC remains off, unplug and then plug in
the network cable.
− If the problem persists, replace the network cable.
− If the problem still persists, contact technical support.
NetBackup 5020
Routine Maintenance
4 Guide to the Routine Maintenance Using the System
Monitor Interface
Issue 01 (2010-12-10) Symantec Corporation 4-1
4 Guide to the Routine Maintenance Using the System Monitor Interface
About This Chapter
This section describes the maintenance items using the system monitor interface, including
viewing alarms and querying hardware status.
4.1 Viewing Hardware Alerts
This section describes how to view hardware alerts on the system monitoring interface of the
NetBackup 5020 management software. By viewing current hardware alerts, you can know
whether errors occur on the hardware and timely correct the errors.
4.2 Checking the CPU Status
This section describes how to check the CPU status on the system monitoring interface. By
checking the status of the CPU, you can know whether the CPU works normally.
4.3 Viewing the Disk Status
This section describes how to check the disk status on the system monitoring interface. By
checking the disk status, you can know whether the disk works normally.
4.4 Check the RAID Group Status
This section describes how to check the RAID group status on the system monitoring
interface. By checking the RAID group status, you can know whether the RAID group works
normally.
4.5 Checking the Fan Status
This section describes how to check the fan status on the system monitoring interface. By
checking the fan status, you can know whether the fan works normally.
4.6 Checking the Power Supply Status
This section describes how to check the power supply status on the system monitoring
interface. By checking the power supply status, you can know whether the power supply
works normally.
4.7 Checking Temperature
This section describes how to check the temperature on the system monitoring interface.
4 Guide to the Routine Maintenance Using the System
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4-2 Symantec Corporation Issue 01 (2010-12-10)
4.1 Viewing Hardware Alerts
This section describes how to view hardware alerts on the system monitoring interface of the
NetBackup 5020 management software. By viewing current hardware alerts, you can know
whether errors occur on the hardware and timely correct the errors.
Impact on the System
None.
Reference Standard
None.
Procedure
Step 1 Log in to the system monitoring interface.
1. Open a browser on a Windows PC. Enter https://xxx.xxx.xxx.xxx in the address bar (the
xxx.xxx.xxx.xxx is the IP address of the service network port of the NetBackup 5020).
Press Enter and the login interface is displayed, as shown in Figure 4-1.
Figure 4-1 Login interface
2. Enter the user name and password respectively in the User Name and Password text
boxes.
The default user name and password are respectively root and root.
3. Click Log on and the main interface of the NetBackup 5020 is displayed, as shown in
Figure 4-2.
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Issue 01 (2010-12-10) Symantec Corporation 4-3
Figure 4-2 Main interface of the NetBackup 5020
4. Choose Monitor > System and enter the system monitoring interface, as shown in
Figure 4-3.
Figure 4-3 System monitoring interface
4 Guide to the Routine Maintenance Using the System
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4-4 Symantec Corporation Issue 01 (2010-12-10)
5. In the navigation tree, unfold the IP address node and check the hardware status.
Step 2 Expand the node in the navigation tree, and then click Hardware Alerts, as shown in Figure
4-4.
Figure 4-4 Hardware Alerts option
Step 3 View hardware alarms in the alarm list, as shown in Figure 4-5. Table 4-1 lists the parameter
description.
Figure 4-5 Alarm list
Table 4-1 Description of alarm parameters
Parameter Description
ID The ID of an alarm, representing an alarm.
Time The time when the alarm occurs. The format is
YYYY-MM-DDThh:mm:ss.
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Parameter Description
Type Alarms can be classified into the following types:
Power Supply: power module
Cooling Device: fan in position
Fan: fan speed
Temperature: temperature sensor
Voltage: voltage sensor
System ACPI Power State: status of system ACPI power supply
Physical Security: sub-rack intrusion
Reserved: self-defined
Source The device on which the alarm is generated.
Description Detailed alarm information.
The format is: alarm description|action; the value of action can be
Deasserted or Asserted:
Deasserted: clearing alarms
Asserted: alarm
----End
Exception Handling
Collect alarms. Based on the alarm, troubleshoot the problem by referring to “System
Alarm/Location Indicator Is Red On” in the NetBackup 5020 Hardware Troubleshooting.
4.2 Checking the CPU Status
This section describes how to check the CPU status on the system monitoring interface. By
checking the status of the CPU, you can know whether the CPU works normally.
Impact on the System
None.
Reference Standard
If the CPU is in the Presence detected state, it indicates that the CPU is running normally.
Procedure
Step 1 Log in to the system monitoring interface.
For the detailed procedure, see Log into the system monitoring interface.
Step 2 Expand the node in the navigation tree, and then click CPU, as shown in Figure 4-6.
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Figure 4-6 CPU option
Step 3 View the CPU status, as shown in Figure 4-7. Table 4-2 lists the parameter description.
ID-x indicates CPU x (the value of x is 1 or 2).
Figure 4-7 CPU status
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Table 4-2 Description of parameters related to the CPU status
Parameter Description
Status The state of the CPU.
Presence detected indicates that the CPU is working normally.
Failure detected indicates that the CPU is absent.
Voltage The voltage of the CPU.
The Voltage value ranges between LowWaterMark and
HighWaterMark, that is, between 0.530 Volts and 1.760 Volts.
LowWaterMark Lowest value of the CPU voltage. The value is 0.530 Volts.
HighWaterMark Highest value of the CPU voltage. The value is 1.760 Volts.
ErrorStatus CPU status.
If the value of ErrorStatus is 0, it indicates that a CPU is working
normally.
If the value of ErrorStatus is 1, it indicates that a CPU is working
abnormally.
----End
Exception Handling
If the CPU is in the Failure detected state, contact the technical support engineers.
4.3 Viewing the Disk Status
This section describes how to check the disk status on the system monitoring interface. By
checking the disk status, you can know whether the disk works normally.
Impact on the System
None.
Reference Standard The normal state of a system disk is Online.
The normal state of a data disk is Online or Unconfigured(good).
The normal state of a hot spare disk is Hotspare.
Procedure
Step 1 Log in to the system monitoring interface.
For the detailed procedure, see Log into the system monitoring interface.
Step 2 Expand the node in the navigation tree, and then click Disk, as shown in Figure 4-8.
4 Guide to the Routine Maintenance Using the System
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Figure 4-8 Disk option
Step 3 View the disk state, as shown in Figure 4-9. Table 4-3 lists the parameter description.
Figure 4-9 Disk status
Table 4-3 Description of parameters related to the disk status
Parameter Description
Slot Number The slot number of the disk.
The value can be 0, 1, 2...21, 22, or 23. The corresponding slot
number is a, b, c...v, w, or x.
NOTE
For details on the slot number of a disk, see "Front Panel" in the NetBackup
5020 Product Description.
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Parameter Description
Status The operational state of the disk.
Online indicates that the hard disk is configured in a RAID group
and operates normally.
Hotspare indicates that the disk is hotspare disk.
Rebuild indicates that the disk is being rebuilt.
Unconfigured(good) indicates that the hard disk is not configured
in a RAID group but operates normally.
Unconfigured(bad) indicates that the hard disk is not configured
in a RAID group and failed.
Failed indicates that the disk is configured in a RAID group but is
disabled.
Missing indicates that the disk is missing.
Offline indicates that the member disk in a RAID group is offline.
Capacity The disk capacity. Unit: TB.
NOTE
A 2 Terabyte disk has 2x1012 bytes, this is represented as 1.817 TB.
Type The physical type of the disk. The type of disks in the NetBackup
5020 is SATA.
Enclosure ID The ID of the enclosure in which the disk is.
The value of Enclosure ID is not limited. The default value is 8.
ErrorStatus Hard disk status.
If the value of ErrorStatus is 0, it indicates that a hard disk is
working normally.
If the value of ErrorStatus is 1, it indicates that a hard disk is
working abnormally.
----End
Exception Handling If a disk is in the Rebuild state, wait until it return to Online state.
If Slot Number of a present disk cannot be found in the interface, refer to “Some Disks
Can Not Be Scanned” in the NetBackup 5020 Hardware Troubleshooting.
If a disk is in the Unconfigured (bad), Failed, Missing, or Offline state, replace this
hard disk. For details about how to replace a hard disk, refer to "Replacing a Hard Disk"
in the NetBackup 5020 Hardware Troubleshooting.
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4-10 Symantec Corporation Issue 01 (2010-12-10)
4.4 Check the RAID Group Status
This section describes how to check the RAID group status on the system monitoring
interface. By checking the RAID group status, you can know whether the RAID group works
normally.
Impact on the System
None.
Reference Standard
The normal state of a RAID Group is Optimal.
Procedure
Step 1 Log in to the system monitoring interface.
For the detailed procedure, see Log into the system monitoring interface.
Step 2 Expand the node in the navigation tree, and then click RAID, as shown in Figure 4-10.
Figure 4-10 RAID option
Step 3 View the RAID group status, as shown in Figure 4-11. Table 4-4 lists the parameter
description.
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Figure 4-11 RAID group status
Table 4-4 Description of parameters related to the RAID group status
Parameter Description
Name The name of the RAID group.
Status A RAID group may be in the one of the following states:
Optimal indicates that the RAID group is normal.
Degraded indicates that the RAID group is degraded.
Capacity The capacity of the RAID group. Unit: TB.
Type The level of the RAID group.
The level of a RAID group that consists of system disks is RAID
1.
The level of a RAID group that consists of data disks is RAID 6.
Disks The disks included in the RAID group. The numbers displayed on
the interface are the slot numbers of the corresponding disks.
System disks : disk 0 and disk 1.
Data disks : disk 4 to disk 23.
NOTE
For details on the slot number of a disk, see "Panel" in the NetBackup 5020
Product Description.
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Parameter Description
ErrorStatus RAID group status.
If the value of ErrorStatus is 0, it indicates that a RAID group is
working normally.
If the value of ErrorStatus is 1, it indicates that a RAID group is
working abnormally.
----End
Exception Handling
If the RAID group is in the Degraded state, contact the technical support engineers if the
RAID group does not successfully rebuild automatically.
4.5 Checking the Fan Status
This section describes how to check the fan status on the system monitoring interface. By
checking the fan status, you can know whether the fan works normally.
Impact on the System
None.
Reference Standard
The normal state of a fan is Device Present.
Procedure
Step 1 Log in to the system monitoring interface.
For the detailed procedure, see Log into the system monitoring interface.
Step 2 Expand the node in the navigation tree, and then click Fan, as shown in Figure 4-12.
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Figure 4-12 Fan option
Step 3 View the fan status, as shown in Figure 4-13. Table 4-5 lists the parameter description.
ID-x indicates fan x (the value of x is an integer ranging from 1 to 4).
Figure 4-13 Fan status
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Table 4-5 Description of parameters related to the fan status
Parameter Description
Status The fan state.
Device Present indicates that the fan works normally.
Device Absent indicates that the fan is faulty.
Speed The rotational speed of the fan.
The value of the rotational speed ranges between LowWaterMark
and HighWaterMark, that is, between 1,974 RPM and
11,468RPM.
LowWaterMark Lowest value of the fan rotational speed. The value is 1,974 RPM.
HighWaterMark Highest value of the fan rotational speed. The value is 11,468 RPM.
ErrorStatus Fan status.
If the value of ErrorStatus is 0, it indicates that a fan is working
normally.
If the value of ErrorStatus is 1, it indicates that a fan is working
abnormally.
----End
Exception Handling
If the fan is in the Device Absent state, see “Fan Running/Alarm Indicator Is Red On” in the
NetBackup 5020 Hardware Troubleshooting.
4.6 Checking the Power Supply Status
This section describes how to check the power supply status on the system monitoring
interface. By checking the power supply status, you can know whether the power supply
works normally.
Impact on the System
None.
Reference Standard
The normal state of a power supply is Presence detected.
Procedure
Step 1 Log in to the system monitoring interface.
For the detailed procedure, see Log into the system monitoring interface.
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Step 2 Expand the node in the navigation tree, and then click Power Supply, as shown in Figure
4-14.
Figure 4-14 Power supply option
Step 3 View the power supply status, as shown in Figure 4-15. Table 4-6 lists the parameter
description.
ID-x indicates power supply x (the value of x is 1 or 2).
Figure 4-15 Power supply status
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Table 4-6 Description of parameters related to the power supply status
Parameter Description
Status The running state of the power supply.
Presence detected indicates that the power supply works
normally.
Failure detected indicates that the power supply is absent or
faulty.
Wattage The power value of the power supply. Unit: Watts.
The value of Wattage ranges between LowWaterMark and
HighWaterMark, that is, between 1 Watts and 700 Watts.
LowWaterMark Lowest value of the power supply. The value is 1 Watts.
HighWaterMark Highest value of the power supply. The value is 700 Watts.
ErrorStatus Power supply status.
If the value of ErrorStatus is 0, it indicates that a power supply is
working normally.
If the value of ErrorStatus is 1, it indicates that a power supply is
working abnormally.
----End
Exception Handling
If the power supply is in the Failure detected state, see “Power Module Alarm” in the
NetBackup 5020 Hardware Troubleshooting.
4.7 Checking Temperature
This section describes how to check the temperature on the system monitoring interface.
Impact on the System
None.
Reference Standard
The normal temperature of the Intake Vent Temp, Outtake Vent Temp, and Backplane
Temp ranges between -10°C to +75°C.
Procedure
Step 1 Log in to the system monitoring interface.
For the detailed procedure, see Log into the system monitoring interface.
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Step 2 Expand the node in the navigation tree, and then click Temperature, as shown in Figure
4-16.
Figure 4-16 Temperature option
Step 3 View the state of the temperature of the enclosure, as shown in Figure 4-17.Table 4-7 lists the
related parameters.
ID-x indicates temperature type x (the value of x is 1, 2, or 3).
4 Guide to the Routine Maintenance Using the System
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4-18 Symantec Corporation Issue 01 (2010-12-10)
Figure 4-17 Temperature information
Table 4-7 Description of parameters related to temperature
Parameter Description
Type Temperature type. The value can be:
Intake Vent Temp indicates the temperature of the
inner inlet of the chassis.
Outtake Vent Temp indicates the temperature of
the inner outlet of the chassis.
Backplane Temp indicates the temperature of the
backplane.
Temperature Temperature of value of Intake Vent Temp, Outtake
Vent Temp, or Backplane Temp.
The value of the temperature ranges between
LowWaterMark and HighWaterMark, that is,
between –10°C and +75°C.
LowWaterMark Lowest value of the temperature. The value is –10°C.
HighWaterMark Highest value of the temperature. The value is +75°C.
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Parameter Description
ErrorStatus Temperature status.
If the value of ErrorStatus is 0, it indicates that the
temperature is normal.
If the value of ErrorStatus is 1, it indicates that the
temperature is abnormal.
----End
Exception Handling
If the value of Intake Vent Temp, Outtake Vent Temp or Backplane Temp exceeds the
normal range between -10°C and +75°C:
Check and adjust the temperature of the equipment room.
Check the fan status. For details, see 4.5 Checking the Fan Status.
NetBackup 5020
Routine Maintenance A Maintenance Record
Issue 01 (2010-12-10) Symantec Corporation A-1
A Maintenance Record
This table records maintenance conditions.
Maintenance Item Maintenance Condition
Remarks Maintenance Owner
Checking
equipment
running
environme
nt
Operating
temperature
□Normal □Abnormal
Operating
humidity
□Normal □Abnormal
Fire safety □Normal □Abnormal
Dust □Normal □Abnormal
Enclosure power
supply
□Normal □Abnormal
Checking
environme
nt inside
the cabinet
Power system □Normal □Abnormal
Cable system □Normal □Abnormal
Grounding system □Normal □Abnormal
Protective system □Normal □Abnormal
Dust-proof system □Normal □Abnormal
Cable labeling □Normal □Abnormal
Checking
indicator
status
System power
indicator status
□Normal □Abnormal
System alarm
indicator
□Normal □Abnormal
Disk online status
indicator
□Normal □Abnormal
Disk read/write
status indicator
□Normal □Abnormal
A Maintenance Record
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A-2 Symantec Corporation Issue 01 (2010-12-10)
Maintenance Item Maintenance Condition
Remarks Maintenance Owner
Power
running/alarm
indicator
□Normal □Abnormal
Fan running/alarm
indicator
□Normal □Abnormal
NetBackup 5020
running status
□Normal □Abnormal
Link indicator of
the IPMI
management
network port
□Normal □Abnormal
Active indicator of
the IPMI
management
network port
□Normal □Abnormal
Link indicator of
the service
network port
(NIC1/NIC2)
□Normal □Abnormal
Active indicator of
the service
network port
(NIC1/NIC2)
□Normal □Abnormal
ACT/LNK
indicator of the
10GE NIC port
□Normal □Abnormal
GRN=10GE
indicator of the
10GE NIC port
□Normal □Abnormal
Checking
on the
system
monitor
interface
Hardware Alerts □Normal □Abnormal
CPU status □Normal □Abnormal
Disk status □Normal □Abnormal
RAID status □Normal □Abnormal
Fan status □Normal □Abnormal
Power Supply
status
□Normal □Abnormal
Temperature status □Normal □Abnormal
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Maintenance Item Maintenance Condition
Remarks Maintenance Owner
Problems
and
troublesho
oting:
Remaining
problems:
Verificatio
n:
Date:
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Routine Maintenance B How to Obtain Help
Issue 01 (2010-12-10) Symantec Corporation B-1
B How to Obtain Help
If a problem persists in troubleshooting, contact Symantec for technical support.
B.1 Preparations For Contacting Symantec
To better solve the problem, you need to collect troubleshooting information and make
debugging preparations before contacting Symantec.
B.2 How to Use the Document
Symantec provides usage documents shipped with the device. Through these documents, you
can solve problems that occur during troubleshooting.
B.3 Technical Support
Symantec Technical Support maintains support centers globally. Technical Support's primary
role is to respond to specific queries about product features and functionality. The Technical
Support group also creates content for our online Knowledge Base. The Technical Support
group works collaboratively with the other functional areas within Symantec to answer your
question in a timely fashion. For example, the Technical Support group works with Product
Engineering and Symantec Security Response to provide alerting services and virus definition
updates.
B.1 Preparations For Contacting Symantec
To better solve the problem, you need to collect troubleshooting information and make
debugging preparations before contacting Symantec.
B.1.1 Collecting Troubleshooting Information
Collect necessary information for the troubleshooting.
B.1.2 Making Debugging Preparations
When seeking technical support, Symantec technical support engineers may help you to
perform some operations to further collect fault information or remove the fault.
B.1.1 Collecting Troubleshooting Information
Collect necessary information for the troubleshooting.
Detailed name and address of the customer
Contact person and telephone number
B How to Obtain Help
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B-2 Symantec Corporation Issue 01 (2010-12-10)
Time when the fault occurred
Detailed description of the fault
Device type, serial number, and software version
Measures taken after the fault occurred and the related results
Problem level and required solution deadline
B.1.2 Making Debugging Preparations
When seeking technical support, Symantec technical support engineers may help you to
perform some operations to further collect fault information or remove the fault.
B.2 How to Use the Document
Symantec provides usage documents shipped with the device. Through these documents, you
can solve problems that occur during troubleshooting.
To solve the problems better, use the documents before you contact Symantec for technical
support.
B.3 Technical Support
Symantec Technical Support maintains support centers globally. Technical Support's primary
role is to respond to specific queries about product features and functionality. The Technical
Support group also creates content for our online Knowledge Base. The Technical Support
group works collaboratively with the other functional areas within Symantec to answer your
question in a timely fashion. For example, the Technical Support group works with Product
Engineering and Symantec Security Response to provide alerting services and virus definition
updates.
Symantec's maintenance offerings include the following:
A range of support options that give you the flexibility to select the right amount of
service for any size organization.
Telephone and Web-based support that provides rapid response information.
Upgrade assurance that delivers automatic software upgrade protection.
Global support available 24 hours a day, 7 days a week.
Advanced features, including Account Management Services.
For information about Symantec's Maintenance Programs, you can visit our Website at the
following URL: http://www.symantec.com/techsupp/
B.3.1 Contacting Technical Support
B.3.2 Licensing and Registration
B.3.3 Customer Service
B.3.4 Maintenance Agreement Resources
B.3.5 Additional Enterprise Services
B.3.1 Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support information
at the following URL: http://www.symantec.com/techsupp/
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Before contacting Technical Support, make sure you have satisfied the system requirements
that are listed in you product documentation. Also, you should be at the computer on which
the problem occurred, in case it is necessary to replicate the problem.
When you contact Technical Support, please have the following information available:
Product release level
Hardware information
Available memory, disk space, and NIC information
Operating system
Version and patch level
Network topology
Router, gateway, and IP address information
Problem description:
− Error messages and log files
− Troubleshooting that was performed before contacting Symantec
− Recent software configuration changes and network changes
B.3.2 Licensing and Registration
If your Symantec product requires registration or a license key, access our technical support
web page at the following URL: http://www.symantec.com/techsupp/ and then click Business
Product Support.
B.3.3 Customer Service
Customer service information is available at the following URL:
http://www.symantec.com/techsupp/
Customer Service is available to assist with the following types of issues:
Questions regarding product licensing or serialization
Product registration updates, such as address or name changes
General product information (features, language availability, local dealers)
Latest information about product updates and upgrades
Information about upgrade assurance and maintenance contracts
Information about the Symantec Buying Programs
Advice about Symantec's technical support options
Nontechnical presales questions
Issues that are related to CD-ROMs or manuals
B.3.4 Maintenance Agreement Resources
If you want to contact Symantec regarding an existing maintenance agreement, please contact
the maintenance agreement administration team for your region as follows:
Asia-Pacific and Japan: [email protected]
Europe, Middle-East, and Africa: [email protected]
North America and Latin America: [email protected]
B How to Obtain Help
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B-4 Symantec Corporation Issue 01 (2010-12-10)
B.3.5 Additional Enterprise Services
Symantec offers a comprehensive set of services that allow you to maximize your investment
in Symantec products and to develop your knowledge, expertise, and global insight, which
enable you to manage your business risks proactively.
Enterprise services that are available include the following:
Symantec Early Warning Solutions
These solutions provide early warning of cyber attacks, comprehensive threat analysis,
and countermeasures to prevent attacks before they occur.
Managed Security Services
These services remove the burden of managing and monitoring security devices and
events, ensuring rapid response to real threats.
Consulting Services
Symantec Consulting Services provide on-site technical expertise from Symantec and its
trusted partners. Symantec Consulting Services offer a variety of prepackaged and
customizable options that include assessment, design, implementation, monitoring, and
management capabilities. Each is focused on establishing and maintaining the integrity
and availability of your IT resources.
Educational Services
Educational Services provide a full array of technical training, security education,
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NetBackup 5020
Routine Maintenance C Acronyms and Abbreviations
Issue 01 (2010-12-10) Symantec Corporation C-1
C Acronyms and Abbreviations
A
AC Alternating Current
ACPI Advanced Configuration and Power Interface
C
CPU Central Processing Unit
E
ESD Electrostatic Discharge
F
FC Fiber Channel
I
IPMI Intelligent Platform Management Interface
N
NIC NetWork Interface Card
O
OS Operation System
OTDR Optical Time Domain Reflectometry
P
C Acronyms and Abbreviations
NetBackup 5020
Routine Maintenance
C-2 Symantec Corporation Issue 01 (2010-12-10)
PC Personal Computer
R
RAID Redundancy Array Independency Disk
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