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Product Support - NetVault SmartDisk

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

Our technical support staff has identified the following critical information to get you started. To get the best results make sure you read through all material prior to using your Dell Product.

NetVault smartdisk commands: Add Remote UNC Stage & Store Volumes
SMARTDISK COMMANDS: Add Remote UNC Stage & Store Volumes, then Deny ALL on Local Volumes
Staging area growing or filling up and deduplication not finishing.
Staging area growing or filling up and deduplication not finishing. Jobs may 'hang' waiting for media.
How to add license to SmartDisk
How to add License to SmartDisk and query Machine ID
Is it possible to carry out SmartDisk to SmartDisk replication?
How does SmartDisk to SmartDisk replication work?
How to confirm if Smartdisk is licensed for Deduplication
SmartDisk deduplicaiton has license enabled. Here is how to confirm if a running SmartDisk installation is licensed for deduplication.
How to blank SmartDisk
Unfortunately you currently cannot “Blank” SmartDisk (SD) like you can with a physical or virtual tape library i.e. right click on the library and select Blank or Bulk Blank.
Number of Streams Allowed for DD Boost with NetVault
As title states :Number of Streams Allowed for DD Boost with NetVault", this KB helps provide some answers for the number of streams that would be allowed to run during a backup with NetVault
How to gather Netvault SmartDisk Trace Logs
Application logs are mandatory for NetVault SmartDisk (NVSD) case escalations.This solution details how to gather NVSD logs, as well as the default level trace files.
How to trace NetVault SmartDisk
During investigation of NetVault SmartDisk (NVSD) escalations detailed trace debugging may be requested.This solution details how to perform "LIBDEBUG" level tracing of NVSD.
How to monitor a SmartDisk license status.
Based on NetVault SmartDisk 2.0 Administrator's Guide > Monitoring Performance > Viewing NVSD Statistics > Reviewing the List of NVSD Statistics (available at http://documents.quest.com/book/1008?article=DOC60280), you are able to monitor the license by looking at the following parameters of the NVSD statistics available at:   http://<NVSD_Instance_Hostname>:<Backup_Softwa...
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 SmartDisk 10.0.0 for Windows x86-64 (64-bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Linux x86 (32/64-bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Linux x86-64 (64-bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Mac OS X (Universal Binary)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Windows x86 (32-bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Solaris (SPARC) (32-Bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Solaris (SPARC) (64-bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Solaris x86 (32-Bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
NetVault SmartDisk 10.0.0 for Solaris x86-64 (64-bit)
Quest NetVault SmartDisk delivers disk to disk backup and data deduplication that significantly reduces storage costs.
How to add license to SmartDisk
How to add License to SmartDisk and query Machine ID
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.

Staging area growing or filling up and deduplication not finishing.
Staging area growing or filling up and deduplication not finishing. Jobs may 'hang' waiting for media.
Application error with chunkstored crashed smartdisk
SmartDisk crashes with Faulting application name: chunkstored.exe in the windows application logs as see below:Faulting application name: chunkstored.exe, version: 0.0.0.0, time stamp: 0x53ad47f4Faulting module name: libnvessentials.dll, version: 0.0.0.0, time stamp: 0x53ad483cException code: 0xc0000005Fault offset: 0x0000000000001691Faulting process id: 0x70cFaulting application start time: 0x01d...
How to add license to SmartDisk
How to add License to SmartDisk and query Machine ID
NetVault SmartDisk services do not start automatically after reboot.
After reboot of the Netvault SmartDisk, (NVSD), Server the services do not start automatically.  However, the services can be started Manually via the \foundation\bin\ <smartdisk.bat start> command.
SmartDisk give message "SVCTOOL Failed to open service ready for start" when starting SmartDisk from the command line.
CMD gives error “SVCTOOL Failed to open service ready for start” when starting SmartDisk from command line using the  “smartdisk start” command.ServiceTool trace file has following error0             SVCTOOL             ???    &nbs...
How to reconfigure target sets from VTL to SmartDisk
How to reconfigure target sets from VTL to SmartDisk
Number of Streams Allowed for DD Boost with NetVault
As title states :Number of Streams Allowed for DD Boost with NetVault", this KB helps provide some answers for the number of streams that would be allowed to run during a backup with NetVault
SmartDisk support for Windows Server 2012
NetVault Smartdisk version 2.0 and earlier is not supported to run on Windows Server 2012.
Smartdisk offline within 1 min capacity exceeded
Smartdisk drops offline within 1 min capacity exceeded
Unable to backup to a fresh installation of SmartDisk (with WebDAV authentication).
A new installation of SmartDisk has been added to a NetVault Backup Server but jobs hang in "Writing to media" with no throughput and they timeout after 15 minutes.
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

NVSD install using share for Stage and Failed to apply configuration error
Installing NetVault SmartDisk on a Windows share some may complete successfully, although reviewing the postinstall log it shows that it failed to apply the configuration.Failed to apply configuration Applied remote store Volume configuration for \\SERVER\Share\Store Failed to apply configuration Applied remote staging Volume configuration for \\SERVER\Share\StageLooking in the storage.cfg file it...
NVSD service stops and can not be started.
It is observed that the NVSD cannot be started and the NVSD Windows Event Log shows an application error referencing superserver.exe
How To Add Additional Disk Storage Space to SmartDisk (with Example)
SmartDisk is out of space, but there is additional storage that can be used to create another volume to add for SmartDisk to use.
Can a deduplicated NetVault SmartDisk instance reside on the NetVault Backup Server?
If you are planning out your NetVault Backup (NVBU) domain and plan to utilize NetVault SmartDisk (NVSD), you may be inclined to run NVSD on the NVBU server. However, deduplication is a CPU intensive process and can have a detrimental effect on your backups, NVBU Server stability and cause significant overall sluggishness when accessing the NVBU application. Additionally, running a deduplicated NV...
Staging area growing or filling up and deduplication not finishing.
Staging area growing or filling up and deduplication not finishing. Jobs may 'hang' waiting for media.
Smartdisk services stopped and fail to restart - Failed to logon as user: '1330:Logon failure'
Smartdisk services stopped after running several months with no problems. Disk space for the installation of Smartdisk upon a local drive still indicated several GB's free. The Volumes for Stage and Storage have several 100GB's free as well.There was not change to Netvautl backup or Netvault Smartdisk such as upgrades, uninstalls or reinstalls.Smartdisk was fully licensed.'smartdisk st...
Backup Stream to NVSD from NVBU goes down "Stream has gone down"
Backup Job to Smrtdisk fails with error:   Information 2012/02/14 10:12:27 0 GUI NVBU Job 39 'NVDB Backup' Submitted Information 2012/02/14 10:12:27 39 Schedule NVBU Starting phase 1 on NVBU Job Message 2012/02/14 10:12:27 39 Media NVBU Job has been assigned device 'SmartDisk - 127.0.0.1' Error 2012/02/14 10:12:27 39 Data Plugin NVBU Stream has gone down Error 2012/02/14 10:12:29 39...
SmartDisk backup has slow transfer rate
On some networks SmartDisk default transfer rate can be slow. It is possible under these circumstance to increase the transfer rate by increasing the block size. Slow backup speeds. See resolution for instructions on how to do this.
Data Copy from one SmartDisk to another fails with 'Replication method for stream cannot be used, falling back to standard stream copy method'.
A "Warning: Replication method for stream cannot be used, falling back to standard stream copy method" message would appear when performing a Data Copy job from one SmartDisk to another SmartDisk machine.
Is it possible to define a backup job to write to multiple SmartDisks at once?
When defining a backup a job is it possible to send the backups to multiple SmartDisks at the same time?
Version Full Support as of Limited Support as of Support Discontinued
10.0.0 7/10/2014
2.0.x 12/5/2012
1.6 6/13/2012 7/10/2014 7/10/2015
1.5.x 10/24/2011 3/3/2014 9/15/2014
1.2.x 8/25/2010 2/3/2014 8/1/2014
1.1.x 4/23/2010 4/1/2012 10/1/2012
1.0.x 12/3/2009 10/24/2011 4/24/2012
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.

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: 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.

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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