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Product Support - NetVault Backup

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Self-service tools will help you to install, configure and troubleshoot your Dell product.

Below is a list of the recommended software along with any documentation that will help with the install process to bring your product to the version referenced.

NetVault Backup Plug-in for SQL Server Hybrid x86-64
NetVault Backup 10.0.5 for Windows
Quest NetVault Backup is a cross-platform backup and recovery software solution that safeguards your data and applications in both physical and virtual environments – from one intuitive console.
NetVault Backup 10.0.5 Server Installation for Linux x86 (Pure64)
Quest NetVault Backup is a cross-platform backup and recovery software solution that safeguards your data and applications in both physical and virtual environments – from one intuitive console.
NVBU Plugin for Microsoft SQL Server 10.0.6 Hybrid x86-64
NetVault Backup Plug-in for SQL Server Hybrid x86-64
NetVault Bare Metal Recovery 10.5 VaultOS Offline Client and NVBU Server (64bit)
NetVault Backup is a cross-platform backup and recovery software solution that safeguards your data and applications in both physical and virtual environments – from one intuitive console.
NVBU Plugin for Exchange Server 10.0.5
The Quest NetVault Backup (NVBU) Plug-in for Exchange (Plug-in for Exchange) increases confidence in the recoverability of Exchange and enables users to create flexible backup policies that can account for multiple recovery scenarios.
NetVault Backup 10.0.5 Client Installation for Linux x86 (Hybrid)
Quest NetVault Backup is a cross-platform backup and recovery software solution that safeguards your data and applications in both physical and virtual environments – from one intuitive console.
NetVault Bare Metal Recovery 10.5 Plug-in Live Client for Linux - 64-bit (Shellshock Remediation Release)
NetVault Backup is a cross-platform backup and recovery software solution that safeguards your data and applications in both physical and virtual environments – from one intuitive console.
Technical Support has reviewed all the support information and has identified the most popular helpful tips and how to videos or articles to ensure you get the most out of your Dell Product.

NetVault Backup Implementation & Administration Web-based Training
This course is designed to instruct students on the essentials of deploying, configuring, and operating NetVault Backup version 10.0 in an end-user environment.  This course consists of two modules:Module 1 – Introduction to Netvault Backup (Web-based Training): In this module, you will be introduced to NetVault Backup’s installation and configuration, major components, new web-based user int...
NetVault Service fails to start after restore of NVDB
Site upgraded from NVBU 8.61B9 on a old server to a new machine with NetVault 8.63 installed and then restored the complete NetVault Database. Problem here was that the NetVault service stopped running after 10 seconds. Trace shows: 0 PMGR ??? 3732 204 0 83721604806 Start of day process 'Workstation Client Scheduler' has died 2 PMGR ??? 3732 203 0 83721604806 Waiting for SOD process 'W...
How to remove client and tied selection sets
How to remove client and tied selection sets
VMware backup fails while creating file level index
Looking at the binary log we see the backup start to do create a file level index of the VM then the backup fails with “Worker process  has exited prematurely” .  looking at the corresponding VMware trace file for the VM that the backup is indexing we see the VMware plugin process crash as seen in the trace log extract below.Binary log extract:Job Message   &nb...
How do I add a virtual client with 2 cluster IPaddesses on different sites.
Cluster is split across two sites and when the cluster fails over the cluster IPaddress on the DR site is used for the cluster IPaddress.There is a requirement for the virtual client to use both these IPaddesses in case of fail over
BMR online backup fails while taking snapshot with Failed to collect MBR Meta-Data for backup disk
Looking at the binary log see the following entries from the binary log and at the same time we see an entry from Shadow Copy Service Volume “: Error querying the IVssWriterCallback interface. hr = 0x80070005, Access Denied” in the event log of the BMR client we are backing up.Binary log extract:ERROR: Failed to collect MBR Meta-Data for backup . disk : 0ERROR: Failed to backup partiti...
Error: No reply received to list available drive request from Core plugin when adding device on smart client
When trying to add a library or single drive to a SmartClient the processes appear to hang and eventually come back with “Error: No reply received to list available drive request from Core plugin”
Using pre/post-scripts stored in a subfolder of the scripts root folder is not possible
When creating a backup job and defining Pre AND/OR Post-scripts (Advanced Backup Options) that are stored in a subfolder of the scripts root folder (e.g. $NV_HOME/scripts/subfolder/), the following error message appears in the WebUI: Warning Characters "\" and "/" are not allowed in the script name. Example of the folder structure that causes this message: $NV_Home\scripts\s...
After upgrade from NetVault 9.2 to NetVault 10.05 it is not possible to edit some selection sets
After upgrade from NetVault 9.2 to NetVault 10.05 it is not possible to edit some selection sets.When editing selection set using manage sets, the set is selected and the edit option is used and the WebUI displays the edit set screen but there are no options to modify from the set selected.Backups using the selection sets work and can be restored from just not edited
WebUI does not open the configuration page
This is a new NVBU installation trying to connect with Internet Explorer.After adding a new device, the browser does not open the configuration page, it only expands and collapse drives and slots section.
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

NetVault VMware plugin backup fails with "msg.snapshot.error-QUIESCINGERROR"
It is observed that the NetVault VMware plugin backup fails with "msg.snapshot.error-QUIESCINGERROR"
How to Generate Trace on NetVault 10.x.x and Newer
When generating trace for a support case DO NOT MONITOR JOBS unless asked to do so, monitoring slows the process and adds a large volume of trace that is not required for diagnostics. Also make sure that the Trace has been disabled after the fault has occurred, otherwise your disk space will rapidly fill up.
Tape library is stuck in "Checking Status" loop
When moving a tape, the tape library goes offline but netvault stays in checking status
NDMP volumes not browsable
In NetApp ONTAP 8.x C-Mode, one cannot open the Volumes node to browse or select the contents.
Does the Raw Device Plugin require a separate license?
Does the Raw Device Plugin has a separate license or bundled with Backup Server
NDMP Plugin - Unable to restore ACLs using DAR
When doing a restore with the NDMP Plugin on Netapp, you find that the operation does not restore the ACLs with the volume.
No clients licensed after relocating NetVault database
The postgres database was moved to a new volume. When launching the webUI no clients are licensed and a license cannot be applied.
Windows Event IDs 50, 57, 137, 140, 157, 12289 might appear after taking a quiesced Snapshot of a Windows VM
Creating a quiesced snapshot of a Windows virtual machine generates Event IDs 50, 57, 137, 140, 157, or 12289 (2006849)
Backup of Performance_Schema Database in MySQL Database Server
When performing a Backup of a MySQL Database >= 5.5.3, NetVault's jobs indicating a backup of the Database "Performance_Schema" is started, although states to be ignored due to an unsupported table type. Deselecting the Database "Performance_Schema" does not change this behaviour.
Running multiple datacopy jobs concurrently cause the datacopy job to hang.
In NetVault 9.2, when running multiple datacopy jobs concurrently, this causes the datacopy job to hang.
Version Full Support as of Limited Support as of Support Discontinued
10.0.x 5/12/2014
9.2 9/6/2013 12/15/2015 12/15/2016
9.1.x 5/17/2013 12/15/2015 12/15/2016
9.0.x 12/12/2012 12/15/2015 12/15/2016
8.6.x 10/25/2011 1/31/2014 1/31/2015
8.5.x 11/24/2009 1/11/2013 1/10/2014
Earlier product versions not listed are considered discontinued.

The Product Support Lifecycle table above describes the phase during which Dell Software products are eligible for product support and new release downloads.

Product Support Policies

The Product Support Lifecycle describes the phases during which our products are eligible for patches (fixes), support and downloads from the Support Portal.

It is our policy to provide support and fixes in current versions of our products when you are under a current support agreement. Fixes to older versions are at our discretion. We strive to put resources behind the most recent product releases in order to continually improve and enhance the value of our products.

We will attempt to answer questions on older versions of our products provided resources are available; however, if you are using a discontinued version, we encourage you to upgrade to the currently supported version of the product.

Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products. Refer to the product lifecycle table on your Product Support Page or Knowledge Base for more information.

Full Support

  • Product is fully supported, generally available release/version.
  • Includes most current released version of a product and one or more prior releases.
  • Enhancement requests for this release are accepted and may be considered for future releases.
  • Maintenance releases and/or hot fixes are periodically made available for this release.
  • Release/version is fully supported by both Support and Development.
  • Release/version is available for download from Support Portal.

Limited Support

  • Support is available for this release/version, and we will use best efforts to provide known workarounds or fixes.
  • No new code fixes will be generated except under extreme circumstances and at our discretion.
  • Enhancement requests are not accepted.
  • You are encouraged to plan an upgrade to a release/version on "Full Support".
  • Release/version is available for download from the Support Portal.


  • Includes release/versions which are retired or discontinued.
  • No new patches or fixes will be created for this release.
  • Release is not available for download from the Support Portal.
  • Support will be provided to assist with upgrading to a supported version.
  • Support is not obligated to provide assistance on this version of the product.

Continuing Support

If you are unable to upgrade or migrate your product prior to its end-of-life, we offer a Continuing Support service to provide you with one year of limited support beyond your software’s end-of-life or end-of-support date. Continuing Support is not guaranteed on every product.

  • Annual software maintenance contract must be renewed.
  • Includes uninterrupted access to technical support via phone, online and chat.
  • Support Engineers will provide known workaround solutions and fixes.
  • Fee-based service available on selected products.

SonicWALL Product Lifecycle Management

SonicWALL products have five post-release phases: Last Day Order (LDO), Active Retirement (ARM), Last Day Order for One-Year Support, Limited Retirement Mode (LRM) and End of Support (EOS).

  • Last Day Order (LDO) is advanced notification that we intend to start the end of life process. LDO is informational only and products in this phase are active and continue to sell support contracts.
  • Active Retirement Mode (ARM) is an announcement that we are no longer actively manufacturing or selling the product. Support contracts for products in this phase will continue to be available. During this time, we may release a limited number of new features and will issue bug fixes only to the latest version of firmware available on the device. Support is available throughout ARM for products with an active support contract. The duration of ARM is two years beginning one day after the end of Last Day Order.
  • One-Year Support Last Day Order represents the final day to purchase a one-year support contract or subscription service that bundles support from Dell SonicWALL Partners. You may purchase and activate the one-year support contract so that the product will be eligible to receive support until the product has reached End of Support.
  • Limited Retirement Mode (LRM) is an announcement to indicate that we will no longer develop or release firmware updates or new features for these products. Software and firmware support for products in LRM is limited to critical bugs and security vulnerabilities. The duration of this phase is three years beginning one day after the end of Active Retirement Mode.
  • End of Support (EOS) is an announcement to indicate that we will no longer provide technical support, firmware updates/upgrades or hardware replacement for the product, and that all remaining unique inventory or materials will become unavailable. We may continue to offer security service subscriptions during the End of Support phase, but we will no longer provide technical support for the product or any security service running on it.

Product Enhancements

If you are interested in submitting product enhancement requests, you can do so by creating a case with support. When we receive a product enhancement request, the Support Engineer will work to define and clearly document the request. Once documented, the request will be submitted into the enhancement review system, the identification number will be provided to the submitter, and the support case will be closed.

Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at our discretion if a certain enhancement will be offered for an additional charge or as a chargeable option.

Product Defects

If your issue is determined to be a defect in the product, it is recorded in our defect tracking system, a unique Defect Identifier (ID) will be provided to you and the support case will be closed. Notifications of new product releases will be emailed to you as long as you who have configured your profile to receive product notifications. Release Notes for new releases of products will contain the list of Defect Identifiers that were addressed in the release. You can review the release notes or search the Knowledge Base on the Support Portal using your Defect Identifier to see if the issue has been addressed. We do not guarantee that all defects identified will be fixed in a future release of the product.

Our products have license keys generated for their use. Some products require a new license key when upgrading to a new release and/or patch. We also recommend that prior to any migration or upgrade of products, new licenses are confirmed as functioning properly as some license keys are machine and machine name specific.

If you have questions regarding licensing of a product please complete the form available on the Support Portal Licensing Page. A Dell Software Licensing Representative will respond to your query within 24 hours.

You may also email the Dell Software Licensing team:

For SonicWALL specific licensing questions, contact SonicWALL Customer Service.

Support for Trial Users

We offer software trials on selected products for testing purposes. Support for trial users is limited to 30 days from the registration date. Service Requests for your trial product may only be submitted during the first 30 days of your testing period. You will still have unlimited access to our Support Portal for accessing the Knowledge Base and Product Pages.

Customizations policy for Dell Software products

A customization indicates functionality and configurations added to a product that are not provided as part of the core product release and, as such, would be outside the scope of normal support and maintenance. Customizations may take the form of new or modified scripts used within or alongside our products, as well as additional functionality such as custom reports, dashboards, rules, automated actions, etc. developed by you, your partners, or our Professional Services Organization.

Support and Customizations

We do not perform or maintain customizations. The design and development of customizations to our products is your responsibility. Assistance from Support will be limited to helping ensure that the product's functionality which enables the addition of customizations is functioning as expected. Alternatively, you may obtain guidance through product specific community sites or the Support Knowledge Base.

Advanced Assistance

If more thorough and detailed assistance is needed to design and develop customizations, we recommend that you engage our Professional Services Organization or fully certified partners to assist. Their expertise in designing customized solutions will ensure customers receive maximum value and product adoption. In addition to providing post-implementation expert services, Professional Services also offers a variety of pre-packaged customizations for some products which may meet your specific requirements.

Training & Certification

We recommend that you obtain the appropriate product training before attempting to design, develop, and implement any customization to our products. Our training courses will equip you with the necessary knowledge and ability to design and implement effective changes to our products. For more detail on the training services available, please refer to Training & Certification Services .

Maintaining Customizations

Careful consideration should be given to all customizations during future migration or upgrade exercises to new product and platform versions. Customizations could inhibit the upgrade itself and may require a level of re-work to continue functioning properly. Support does not take ownership for any customizations. We strongly encourage you to document and maintain records on any implemented customization work. These records can be useful in isolating problems that may be attributable to the customization or a defect in the core product.

Support Policy on Virtualization

Virtualization is a technique for hiding the physical characteristics of computing resources from the way in which other systems, applications or end users interact with those resources. It is able to make a single physical resource, such as a server, operating system, application or storage device, appear to function as multiple logical devices. It can also make multiple physical resources such as storage devices or servers appear as a single logical resource. As a result virtualization enables IT departments to increase the utilization of resources, increase high availability, and simplify back-up, systems administration and recovery procedures. It also allows IT departments to be more responsive to the dynamic needs of the business. Examples of virtualization technologies include VMware ESX Server, Citrix/XenServer and Microsoft Windows Server 2008 Hyper-V.

Our products leverage the binary compatibility offered through virtualization technologies, which provide complete transparency to the operating systems and applications deployed. As a result, for all casework received where the Dell Software product is being used in a virtual environment, we will assume that the problem is common to both native and virtual operating environments, and that we will only require the customer to recreate the problem in a native environment if and when there is reason to believe that the problem is unique to the virtual environment itself.

From a purely functional perspective, our products will operate in exactly the same way, however we can make no guarantees with respect to performance or scalability in a virtualization environment running multiple virtual instances. Configuration aspects such as CPU, memory availability, I/O subsystem and network infrastructure can all influence such a deployment, which should be given careful consideration to ensure the virtual layer has the necessary resources available to provide a satisfactory user experience.

Support Policy on Third-Party Software

We are committed to providing products which work on the latest platforms and technologies available in the industry today. We work closely with technology vendors to ensure earliest possible compatibility with our solutions. We provide full details of all systems requirements, together with platform and third-party product versions supported with our products, in the Release Notes published for each product. These include operating system versions, service pack levels, mail clients or server versions, database versions, browsers and other related technology supported and at which particular version level our products have been formally tested and certified to run against. The support of future platform versions, new service packs and other related technologies would be taken into consideration and addressed during the regular product maintenance and release cycles of our products. This provides ongoing upward compatibility of our products as used in customer environments. It should be noted therefore that there could be a delay between the availability of the latest platform technology release or service patch, and the product version certified to operate against this. Please contact Support should you have any questions with regards to the current support status of any product and a particular related platform, patch or third-party product support not explicitly documented in our release notes.

For more information about the latest third-party platforms and versions supported, please review the System Requirements section of the release notes for your product or search our Knowledge Base on the Support Portal. Please note that while we do not directly or officially support third-party software, we work closely with many other providers to ensure our customers receive the best possible service at all times.

Regional software license agreement applicable to your use of the software is available below (including software preinstalled on Dell hardware or made available to you by download, disk media or otherwise, at no additional cost).

Click here to find your regional agreement.

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