Product Support - NetVault Backup

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NetVault Backup 10 server sizing guide
NetVault Backup 10 server sizing guide
How to bulk remove media from NetVault Database
In NetVault's WebUI or NVGUI only one item can be selected at a time.
How to Upgrade to NetVault Backup 10.x
How to Upgrade to NetVault Backup 10.x
How to backup the NetVault Database (NVDB) NetVault Backup 10.x?
 How to backup the NetVault Database (NVDB) in NetVault Backup 10.x
How to backup the NetVault Database (NVDB) - (Video)
NVDB is the central repository for NVBU Server and configuration files. To safeguard your NVBU Server, you must perform regular backups of the NVDB. NVDB backup allows you to recover an NVBU Server in the event of a disaster. It is recommended that you schedule daily backups of the NVDB once all jobs have completed, and use specific media or media group for these backups .
Best practices for DFS backup with NetVault
What are the best practices for DFS backup with NetVault?
Changing the language of the WebUI in NetVault Backup 10.x
How to change the language of the WebUI in NetVault Backup 10.x?
NVBU 10 Web UI shows different plug-in versions from the downloaded filename
When looking at the NVBU 10 Web UI, the list of Plug-ins installed show different version numbers from the plugin file names downloaded.For instance, the latest Plug-in for Exchange downloaded from our site shows a '5-1-1-17.npk' filename.However, once installed the Web UI shows 5-1-0-1 as a version under the list of installed plug-ins.Same for the Plug-in for Oracle which is installed fro...
NetVault Backup libnv6 vulnerability for CVE-2015-4067
Integer overflow in the libnv6 module allows remote attackers to execute arbitrary code via crafted template string specifiers in a serialized object, which triggers a heap-based buffer overflow. An attacker can leverage this vulnerability to execute code under the context of SYSTEM.
Upcoming Leap Seconds Are there any impacts on Netvault system?
Upcoming Leap Seconds :2015-06-30 23:59:60 Are there any impacts on Netvault system? My initial thought was that NTP (Network Time Protocol) would smooth out any leap secondshowever, Can you tell me what Dell knows needs to be done to prevent any problems and is there anything patch we need to apply?
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.

sql-10-0-5-23-Windows-Hybrid_x86_x86-64.npk
NetVault Backup Plug-in for SQL Server Hybrid x86-64
NetVault service does not automatically start after reboot on Linux systems using systemd init
NVBU 10.x does not start automatically after reboot on newer versions of Linux:RHEL 7, SLES 12, and latest Debian.
NetVault Backup Filesytem Plugin 10.0.5.6 For Windows for Solution 157847
This hot fix resolves the following issues: Corrected an issue that prevented creation and modification of Backup Selection Sets for a Virtual Client. Bugs 29568, 29569 NOTE: If a Backup Selection Set for a Virtual Client was created using 10.0.1.38, the set cannot be modified with this hotfix. For more details please see included release notes as well as solution SOL157847 in our Know...
NetVault Backup Filesytem Plugin 10.0.5.6 For Linux x86 (Pure64) for Solution 157847
This hot fix resolves the following issues: Corrected an issue that prevented creation and modification of Backup Selection Sets for a Virtual Client. Bugs 29568, 29569 NOTE: If a Backup Selection Set for a Virtual Client was created using 10.0.1.38, the set cannot be modified with this hotfix. For more details please see included release notes as well as solution SOL157847 in our Know...
NetVault Backup Filesytem Plugin 10.0.5.6 For Linux x86 (Hybrid) for Solution 157847
This hot fix resolves the following issues: Corrected an issue that prevented creation and modification of Backup Selection Sets for a Virtual Client. Bugs 29568, 29569 NOTE: If a Backup Selection Set for a Virtual Client was created using 10.0.1.38, the set cannot be modified with this hotfix. For more details please see included release notes as well as solution SOL157847 in our Know...
Supported Platforms for NetVault Backup Server 10.0
What are the supported platforms supported by NetVault Backup?
NetVault Backup Hyper-V Plugin 10.5
NetVault: Backup (NVBU) Hyper-V Plugin (Hyper-V Plugin) gives you the confidence and flexibility needed to deploy Hyper-V Plugin and provide virtual machines (VMs) with protection from disasters, media failure, and wide-ranging data corruption.
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.

File level indexing on Linux VMs Failing
Backups of some Linux VMs are are failing at the point of File-Level Indexing on a backup(CentOS 5.11 x86_64 is one such VM with the issue)
What NetVault backups plugins use NDMP protocol for backup data transfer
What NetVault backups plugins use NDMP protocol for backup data transfer
VTL media capacity problem
Backup fails writing during backup of shareBackup failed to write to media during backup of share.  We see in the device  manger trace “Plugin down received whilst DataTransfer” . indicating that the file system plugin had problem during backup.Looking at the file system trace we see “Fatal error backing up streams of '\news\TV-Nieuws\NieuwsProductie\2015\06 Juni\19...
Restore Jobs or other non-scheduled jobs missing in Manage Job Definitions
Restore jobs or other non-scheduled jobs may get deleted after a period of time. 
Remove snapshots from previous backups
In VMware plugin version 10.0.X there is an undocumented backup option "Remove snapshots from previous backups". What does it do?
How to Power Cycle your NetVault Backup Server and Physical Tape Library
Occasionally problems can occur where the library or tape drives go offline and a full reboot of all hardware will be required.
Customizing Job Status View
Is it possible to customize the job status view in NetVault?
Failed to connect to NDMP server
When adding a NDMP Filer to NetVault Server's NDMP Client, it fails with "Failed to connect to NDMP Server"
Virtual machine fails to boot with a blue diagnostic screen
After performing a restore using BMR, the virtual machine fails to boot with a blue diagnostic screen
Backup selection set is not updated
When editing a selection set the changes do not  update the selection set.When checking the selection set the changes that were committed have not been saved
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

Backup schedule mismatch in middle week
User has defined four repeating schedule sets to run jobs on Mon-Fri in particular weeks of the month: Week 1&last, Week 2, Week 3, Week 4 They are expecting that in a particular week, the first job in that week will be scheduled on a Monday. However, it appears that the scheduler starts counting the weeks from whenever the first of the month falls. So in May 2015, for example, week 1 runs fro...
Reports Plugin failing with errors
When running Reports in NetVault (version 9.x or 10.x), an error is thrown9.x Error:  A Plugin Died Unexpectedly10.x Error: Provider "Reports" Failed when generating reportObserving the debug from the Reports Plugin, we see this type of error below:FILE 50764 526 0 81625 FileDelete failed to delete file 'D:\Program Files (x86)\Quest Software\NetVault Backup\reports\produced\2013...
Defect or Enhancement Requests Addressed in NetVault Backup Plug-in for FileSystem 10.0.5.6
Defect or Enhancement Requests Addressed in NetVault Backup Plug-in for FileSystem 10.0.5.6
Hyper-V backup fails with an 'Error fetching file list for image level backup for VM' error message.
NetVault Server: 9.0.1 Linux SuSE 11.0 NetVault Client: 9.0.1 Windows 2008 Hyper-V Plugin: 1.7 Hyper-V Server: Win2008 and Cluster   Even rebooting the problem VM, the following error messages still occured:1] Information   2014/01/14 07:35:44   0   Data Plugin   SRV-HV1   Volume Shadow Copy Service system writers available for use have b...
Backup to a DR4000 failed with a 'Failed to open a RDA connection to xxx.xxx.xxx.xxx' error.
NetVault Backup Environment Details: NVS: 9.2B17 Windows 2008 R2 64Bit NVC: 9.2B17 Windows 2003 VM RDA: DR4000 SW: 2.1.0272.0 RDA Client installed on Windows 2003: DellRDA-2.1.0272.0-RDS.msi and the server was rebooted afterwards as well. Backups to a few already setup DR4000 devices run successfully. Added a new DR4000 and installed the RDA Client on the Windows 2003 VM Client and NetVault Backu...
Failed to quiesce the guest within VM
Symptoms: Vmware backup of file level backup fails with "Failed to quiesce the guest within VM"Binary log shows:Error 2010/09/30 08:43:59 166 Data Plugin DASISERV Failed to quiesce the guest within VMError subtext:Module/Thread Id Code Time MessageVMWBCKUP:01080 83 0 74359 VM is being managed by ESX server of version 260247DYNLIB :01080 2 0 74359 Error loading dynamic library: Dll cant be foundVMW...
Job completes with warnings: Failed to generate file index.
VMware plugin backup Job completes with warnings: Failed to generate file index.
Job Status progress is not consistent. Sometimes it shows 0 and sometimes it shows the actual progre
Job Status progress is not consistent. Issue with UI showing byte size of jobs in progress. When left, the size grows and then reports zero bytes when you navigate away from the job status window and go back. The job is still running though. Occurs at least once a day, but not on every job/use.
'No Error' dialog box seen when trying to browse the Exchange plugin
It is observed that a 'No Error' dialog box is seen when trying to browse the Exchange plugin
NetVault Backup fails with "RDA device is not supported on this platform"
It is observed that a backup fails with the error: "RDA device is not supported on this platform"
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
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.

Discontinued

  • 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.

    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.

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    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: license@software.dell.com.

    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.

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