NetWorker: NMM Basic Triage Guide - Log Collection

Gather the following information:

Step 1: Basic environment

Collect the basic information about the hostnames and the cluster name of the Windows Application servers involved.
Identify the Windows Server version and service pack, and the Application name and version. 
See the following sections.
 

Exchange DAG

1. Identify the Hostnames of each node in the DAG 

2. Identify the Database Availability Group (DAG) name

3. Identify if the DAG is IP-Less and which node is the coordinating node.

Hyper-V cluster

1. Identify the Hostnames of each node in the cluster

2. Identify the Cluster Name

SQL Server Failover Cluster Instance (FCI)

1. Identify the Hostnames of each node in the cluster

2. Identify the Cluster Name

SQL Server AlwaysOn Availability Group (AAG)

1. Identify the Hostnames of each node in the cluster

2. Identify the Cluster Name

3. Identify the Name of the AlwaysOn Availability Group (AAG) and the AAG listener name.

SharePoint Server Farm

1. Identify the Hostnames of each of the servers in the SharePoint Farm

2. Identify the Role of each server in the SharePoint Farm.

3. For example, identify the Web Front-End server names, the SQL Server names, the Application server names.

Active Directory Granular backup

1. Identify the Hostname of the domain controller.

Step 2: Describe the issue.

1. Describe what feature or function is failing?

2. Was it working before and what changed?

Step 3: NetWorker Logs

Collect the following NetWorker Server logs and NetWorker Client logs.

NetWorker Server Logs

On the NetWorker server, zip these files and folders.
 

<Networker_install_path>\logs\daemon.raw
<Networker_install_path>\res\nsrdb

NetWorker Client/NMM Logs

On the NetWorker NMM client,

• Run the NMM EMC Reports tool.   The NMM EMC Reports tool is installed with NMM and is available as a shortcut in the Start Menu.
• If the Client is standalone, then run NMM EMC Reports on this host.
• If the Client is in a cluster, then run NMM EMC Reports on each host in this cluster. 
• The Default Windows path for NetWorker is:  C:\Program Files\EMC NetWorker\nsr

Step 4:  Enable Debugging 

To Enable NMM save debugging, 

• Modify the Backup Command in the client resource to add D9
• The  -D 9 flag can generate a lot of messages and increase the size of logs.  It is good practice to remove -D9 after troubleshooting data has been collected.

Exchange, Hyper-V and SharePoint backups, the command with debug enabled is

nsrnmmsv -D9

SQL Server backups, the command with debug enabled is

nsrsqlsv  -D9

Active Directory backups, the command with debug enabled is

nsradsave -D9

Step 5: Installations

If the issue is related to installation issues, or an upgrade is required to continue troubleshooting, see the following sections. 

Upgrades:  **Order is important**

• First Uninstall NetWorker Module for Microsoft (NMM) and reboot
• Then Uninstall NetWorker Extended Client
• Then Uninstall NetWorker Client 
• Then Perform new installation steps

New Installations:  **Order is important**

• First Install NetWorker Client
• Then Install NetWorker Extended Client
• Then Install NetWorker Module for Microsoft (NMM)
• Reboot after Installing NMM

  
NOTE:

• The NMM version must be identical to the NetWorker Client version.  
• The NetWorker Server version must be identical to or greater than the NetWorker Client version.

NetWorker: Log files and information to collect and provide to support for general NetWorker issues
NetWorker: Methods for Identifying NetWorker Software version