Category Archives: Backups

Barracuda Appliance: Full Disk Space Alert – KB10391699

KB10391699

Description:  Checking the Barracuda Appliance web console and it shows an error or alert for low disk space

Common customer description: I keep getting email notifications for low disk space

Probing questions: When did you start receiving these emails?

Steps to resolve:

1. Open a web browser

2. Connect to the Barracuda Web Console by using login credentials

Barracuda Log In

3. If they have high Disk storage, you will find it on the main status page

  • In the middle pane called Backup Statistics

Disk Main page

  • The disk status goes like this:

0-60% = Green status (enough storage)

70-80% = Orange status (getting high on storage but will still work)

90-100% = Red status (storage is practically maxed out, it may or may not backup up anymore)

4. If the status is around the orange or red mark, we need to figure out what is taking out the most space on the drives

  • To do that, go to Reports>>Large Items

Large Items

  • It will generate the list of all the items the disk has and how big they are

Large items List

5. In this case, there is nothing to do since the SQL Database is taking up majority of the space. So, we cannot change the selections of the database.

6. Going with this example, what if we cannot remove any files? The next thing to look at is the retention policies

  • Go to Backup>>Retention Policies

Retention

  • It will put you to a main page that will look like this

retention policy

7. Normally, you don’t want to mess with the retention policies unless we necessarily have to. The settings that they have might have a reason for it (need to keep certain files for awhile)

8. If the policies were changed, it will take 24 hours for it to fully accept the new changes (a built in safe measure in case you actually do need the file and you can quickly get the file or change the policies again)

  • Once the 24-hour period is over, the Barracuda device will purge (remove) the selections that is not under the new retention policy and once that happens the files cannot be recovered

9. Watch the backups for a few days to a week to make sure that they backups complete successfully and there isn’t any more issues

Additional considerations: Disk Full alerts can be tricky to solve. It might require removing files from selection or changing the retention policies.

Barracuda Appliance Incremental Backups Issue: Circular Logging Enabled – KB10391557

KB10391557

Description:  Warnings or Failures about Incremental backups being performed for exchange

Common customer description: My backups are failing, can you fix them?

I received an email that my backups have been failing

I got a call that my backups are failing

Probing questions: Was this recent?

How long have you been receiving these emails and/or phone calls?

Steps to isolate: Check the backup report for the errors and/or warnings

Steps to resolve:

1. Log into Barracuda web console

2.  Check the backup report. What is the error or warning that it generates?

Exchange error

3. Barracuda cannot backup the mailbox when circular logging is enabled

  • Why? When circular logging is enabled, transaction log files that have already been committed to the database are overwritten, preventing the accumulation of logs. The log files are overwritten whether or not a full or incremental backup has been run, and a history of previous logs since the last full or incremental backup is not maintained. This is why, when circular logging is enabled, differential and incremental backups of the Exchange databases cannot be performed (since these types of backups rely on complete history of logs). So basically, with circular logging enabled, only information included in the last full backup can be recovered.

4. To work around this, you will have to create a backup job specifically for the exchange server (if the server is a stand-alone server)

To do that go to the Backup Tab, then to Schedules

Schedules

5. On the right hand side, go to Add a Schedule

add

6. Name the backup job (make it obvious – if it’s the exchange call it by the exchange server name)

name

7. Select the server that you want to back up (in this case, it will be mail2)

select server

8. Select the days you want it to back up

days

9. Set the time you want it to back up (Barracuda runs in a 24 hour format – military time)

  • Repeat means if you want the backup to run 2 or more times in one day

Time

10. Choose the backup type – in this case we can’t do the incremental or “smart” backups, we will chose Full instead

Full

11. Double-check the configuration. When you think it’s correct, on the top right, look for a green button called Save

Save

Now you have to watch the backups for a bit, since we changed the backups to Full it might start taking up space. Monitor the job to make sure their disk space doesn’t get full.

Since we made a new backup just for exchange, we have to deselect the exchange server from the previous job(s)

1. Go back to step 5 but instead of adding a schedule, edit the existing schedule.

2. There might be a check box that says “backup all computers and data sources” – uncheck that box and unselect the exchange server. (Don’t forget to say save!)

Additional considerations: If there is only one server being backed up (example: server02 is the PDC, BK, MX, DNS, DHCP), switching the backup to Full might not be an option.

Making Jobs (Schedules) in Barracuda Appliance – KB10391583

KB10391583

Description:  How to make Barracuda jobs (schedules)

Common customer description: How do I change the Barracuda jobs?

Can you change the Barracuda jobs for me?

Probing questions: What server is this for?

What days of the week do you want this on?

What time do you want the job to back up?

Any specific files that you don’t want to back up?

Steps to isolate: Make notes about the information that they provide of what they want or make the schedule while you are on the phone

Steps to resolve:

1. Connect to the Barracuda Web Console (https://login.barracudanetworks.com/auth/login/)

2. Go to the Backup Tab, then to Schedules

Schedules

3. On the right hand side, go to Add a Schedule

add

4. Name the backup job (make it obvious – if it’s the exchange call it by the exchange server name)

name

5. Select the server that you want to back up (in this case, it will be mail2)

select server

6. Select the days you want it to back up

days

7. Set the time you (the customer) wants it to back up (Barracuda runs in a 24 hour format – military time)

  • Repeat means if you want the backup to run 2 or more times in one day

Time

8. Choose the backup type, normally it will be Smart (default setting)

9. Double-check the configuration. When you think it’s correct, on the top right, look for a green button called Save

Save

10. Check the backups for a few days to make sure that the backups complete and the schedule doesn’t have any issues

 

Troubleshooting Barracuda Agent Errors – KB10391521

KB10391521

Description:  Noticed that the Barracuda backups have been failing due to agent errors

Common customer description: I get these emails that the Barracuda backups are failing

I got this call from ____ that my Barracuda backups are failing

Probing questions: When did these emails and/or phone calls start happening?

Steps to isolate: Connect to the Barracuda Console on the server (https://login.barracudanetworks.com/auth/login/) with the customer’s credentials and verify that the agent is having an issue

Steps to resolve:

1. Do they have backup monitoring?

  • Yes – This will be non-billable
  • No – This will be billable — we will need billable approval first

2. Connect to the Barracuda console (if you’re not connected already)

3. Barracuda Agents will have a section that will tell you that the agent is “bad” or not working

Agent Error1

Agent Error

4. If there is an error, you will have to uninstall the agent from the server

5. Go to Start>>Control Panel>>Programs (uninstall a program)

Uninstall

6. Find Barracuda Agent and click Uninstall

  • Uninstall process is painless and extremely quick

7. Go back to the Barracuda Web Console on the server

8. Under the Backup Tab, go to System>>Software Downloads

Download

9. Download the Barracuda Agent for Windows

Downloading agent

  • You can just run the file instead of saving it (if you are using Internet Explorer)
  • If you are using Chrome or Firefox, then save it to the Downloads folder (don’t forget to delete it when you are done)

10. Run the installer

  • Installing the agent is also quick and painless (just click Next then Finish)

11. Now the server has the new agent installed!

Now since you installed the new agent, let’s test to make sure the Barracuda Appliance device and the agent can communicate

1. On the Barracuda Web Console on the server, go to Backup Tab then Sources

Sources

2. Click on the Edit button

edit

 

3. On the Top-Middle of the screen, look for Agent Software

Barracuda Agent Test

4. Click on Test Software Connectivity

5. If you see the test report the status as successful, the agent can see the device without an issue

6. If you billed the customer for the changes (no backup monitoring), put the ticket to “To Be Billed” instead of “Closed”

Additional considerations: If there is an error still or the test came back with an error, try to reboot the Barracuda device. Call the customer and see if there is internet connection to the device. Have them swap out Ethernet cords.

If there is still an issue, see if we can send someone onsite.

Upgrading the Firmware on Barracuda Appliance – KB10391537

KB10391537

Description:  Found that the firmware on the Barracuda device needs an upgrade

Common customer description: I received an email that the firmware is out-of-date

I got a call about out-of-date firmware

Probing questions: When did you start receiving these emails and/or calls?

Steps to isolate: Check the Firmware version on the Barracuda Web Console

Steps to resolve:

1. Do they have backup monitoring?

  • Yes – This will be non-billable
  • No – This will be billable —— will need billable approval from someone that can give approval

2. Connect to the Barracuda Web Console (https://login.barracudanetworks.com/auth/login/)

  • Can be from the OM or their server

3. On the left hand pane, click on the Backup tab

Backup Pane

4. When you get to the main backup page, you will probably have an alert about the firmware needing an upgrade

Firmware info

Click on the Upgrade Now button

  • It won’t install the firmware, it will only take you to the Firmware page

If you don’t have the firmware alert, go to the System Tab then Firmware

firmware

5. On the Firmware page, click on the check for new firmware (Leave the default settings that it has)

Check for upgrade

checking

6. Once it is done checking for firmware, press the upgrade now button

Upgrade now

7. Now the firmware will be upgrading. This usually takes a few minutes.

8. Once the firmware upgraded successfully, you can log out

9. If you billed the customer for the changes (no backup monitoring), put the ticket to “To Be Billed” instead of “Closed”

Additional considerations: There hasn’t been any errors reported from upgrading the firmware. If there is, ask a Tier 2 tech for assistance.

Backup Exec shows an alert saying “Please insert overwritable media” – KB10391375

KB10391375

Description:  Looked at the Backup Exec console it it says an alert to insert overwritable media

Common customer description: Why is it asking me this?

Probing questions: Do you have a schedule for the tapes?

Did you insert a tape in?

Steps to isolate: Check the Storage Tab or the Device Tab – it should say a tape name if there is a tape and if there is not, it will say no media

Steps to resolve:

The most common reason for this alert to appear is that they forgot to insert a tape into the drive (RDX drive, Robotic Library)

1. Call the customer to inform them that they are missing the tape and if they can insert the tape at a convenient time

2. When they have inserted the tape, the backup might start to work. If it doesn’t, you might have to respond to the alert with OK

3. Confirm that there is a byte count

4. Let the backup run and see if it completes

5. Monitor the backups for about a week. We want to make sure that the backups can consistently run successfully and/or complete with exceptions (exceptions can be for many reasons) during that week. If the backups fail within that week period, work on the backups again and continue to monitor the backups for another week (again we need to have a week of consistent successful backups)

6. If the backups completed successful for a week, you can close the ticket

Additional considerations: If this does not correct the issue, check to see if the tape is appendable or overwrite protected. If it is, you will have to change the settings for this and make this a scratch media. If you need further assistance, please call Symantec at 888-780-7962 (Press 2 then Press 1)

Adding a Drive to an Existing Storage/Device Pools in Backup Exec – KB10391296

KB10391296

Description:  Adding a device to an existing storage pool so the backups can start backing up to it

Common customer description: How do I add the device to the pool?

Probing questions: Do you have the external device ready to plug in?

Steps to resolve:

Backup Exec 2012/14

1. Go the the Storage Tab

2. Find the Storage Pool

  • In this case its the WD Disk Pool

Disk Pool

2. Right-Click on the Pool and click Details

Details

3. Click on Add on “Storage devices that belongs to the pool”

Add Device

4. Follow the on-screen instructions

  • Try to follow the same device name and guidelines like the other disks in the pool

Backup Exec 2010

1. Go to the Devices Tab

2. Click on the Device Pool

  • In this case, its called All Devices (SERVER2011)

Device Pool

3. Right-click on the device pool and say Add Device…

Add Device

4. Follow the on-screen instructions

  • Try to follow the same device name and guidelines like the other disks in the pool

 

Additional considerations: If you are struggling to add the device, call Symantec at 888-780-7962 (Press 2 then Press 1)

Creating Storage/Device Pools in Backup Exec – KB10391271

KB10391271

Description:  Customer has multiple external hard drives that they swap out everyday or once a week

Common customer description: How do you create a storage pool?

I have multiple external hard drives that I use, how do I get Backup Exec to choose the one that is plugged in at the moment?

Steps to resolve:

Backup Exec 2012/2014

1. Determine if they have Backup Monitoring (This should always be the first step)

  • Backup Monitoring = Not billable
  • No Backup Monitoring = Billable (need approval first)

2. Go to the Storage Tab

3. Have the customer plug in all the external drives so Backup Exec can get them all assigned right away. **If they are unable to, it will be covered later in this article

3. Click on Configure Storage

Configure

4. Select the Storage Pool option

Storage

5. Name the storage pool some that can be easy to understand. (If they have all Western Digital USB drives, name the pool WD USB Pool)

6.  Select the Drive(s) that will be in the storage pool

Selecting

7. After you click next, there will be a summary page that shows the configuration that you chose. Press Finish.

Summary

8. You just created the pool but now you have to configure the backup jobs to point to the pool to backup now.

9. Right-Click on the backup job and click edit

10. When you get to this screen below, click Edit on the Backup pane

Job Edit

11. On the right side, click on the storage tab. If they have Full and Incremental backup jobs, you have to individually select the new storage. In the middle should be a drop down menu call Storage, select your newly created pool. (Repeat for any Incremental and/or Full backups)

Storage Change

12. Press OK, which will take you back to the backup properties screen. Just press OK and the new selection will update.

13. Repeat these steps for every job that you need to change

 

Backup Exec 2010 (**Device Pool DOESN’T work on Backup Exec 2010 or 2010 R2, only for 2010 R3)

1. Determine if they have Backup Monitoring (This should always be the first step)

  • Backup Monitoring = Not billable
  • No Backup Monitoring = Billable (need approval first)

2. Go to Devices Tab

3. Right-Click on the server and press New Device Pool

Device Pool

4. Name the Device pool something that it can easliy identified by (If they have all Western Digital USB drives, name the pool WD USB Pool.) Select the drives that you need and Press OK.

New Device Pool

5. Once you create the pool, you must change the device that the backup job points to

6. Go to the Job Setup tab

Job Setup

7. Find the job that you need to change. Right-Click and Select Properties

Properties

8. On the left pane, find the Device and Media option

Device

9. In the center pane at the top, use the drop down box to select your newly created device pool

Device change

10. On the bottom, press Submit. Now the Job will go to the correct device. Repeat this for every job that you need to change

 

**If they cannot connect all the drives right away. You can create the pool with one drive by following the above steps. When they plug in the new drive, you will have to add that drive to the pool.

 

Additional considerations: If you need assistance, follow this Symantec article: http://www.symantec.com/connect/articles/how-rotate-external-harddisks-be-2012. If it’s not working, call Symantec at 888-780-7962 (Press 2 then Press 1)

Backup Exec Job Failed: Checkpoint restart cannot be applied to the restarted backup job – KB10391261

KB10391261

Description:  Backup job failed due to “Checkpoint restart cannot be applied to the restarted backup job”

Checkpoint restart is a feature (option) that Symantec developed for Backup Exec were if the server lost power, Backup Exec services stopped, was put on pause etc… The job would have a “checkpoint” and when everything was up and running again the backup job would “restart” at that checkpoint instead of starting a whole new backup job.

Common customer description: My backups failed last night

Probing questions: Was there any power outages?

Did Backup Exec have an issue that you know of?

Was the maintenance performed on the server?

Steps to isolate: Ask the customer some questions

Check to see if there was anybody out there that day

Check previous tickets

Steps to resolve:

1. Determine if they have Backup Monitoring (This should always be the first step)

  • Backup Monitoring = Not billable
  • No Backup Monitoring = Billable (need approval first)

2. Connect to Backup Exec

Checkpoint restart seldom works like its supposed to so we have to remove that option from the backup. There are a couple of ways that we can do that and it varies by the version of Backup Exec that they have.

Backup Exec 2012/2014 (Backup Exec 2010 will rarely have this option installed)

3. Go to the top left corner and click on the logo and go to Configuration and Settings>>Error-Handling Rules

configure

4. Find Checkpoint restart and click Edit

Edit

5. Uncheck the box that says “Enable error-handling rule”

uncheck

6. Click OK

ok

7. Monitor the backups for about a week. We want to make sure that the backups can consistently run successfully and/or complete with exceptions (exceptions can be for many reasons) during that week. If the backups fail within that week period, work on the backups again and continue to monitor the backups for another week (again we need to have a week of consistent successful backups)

8. If the backups completed successful for a week, you can close the ticket

  • If you billed the customer for the changes (no backup monitoring), put the ticket to “To Be Billed” instead of “Closed”

Additional considerations: If the backups still fail after this selection is off, contact Symantec at 888-780-7962 (Press 2 then Press 1)

Backup Exec Cannot Write to the Disks – KB10391228

KB10391228

Description:  Backup Exec shows the job as Missed without errors or warnings

Common customer description: Backups have started to fail or show as Missed

Probing questions: When did this issue happen?

Was there a recent change to Backup Exec? A recent install?

Steps to isolate: Check Previous tickets

If nothing indicates a change or install, call the customer about it

Check Backup Exec Storage Tab

Steps to resolve:

1. Determine if they have Backup Monitoring (This should always be the first step)

  • Backup Monitoring = Not billable
  • No Backup Monitoring = Billable (need approval first)

2. Check to see if there are any tickets for backups recently (any installs, changes, past job failures/cancellations)

3. Connect to the server

4. Open Backup Exec and check on the Job Log for details

  • The job log might be vague for this issue

5. If the backups are showing as missed, check the Storage Tab and/or Devices Tab

6. If there is a pencil with a line through it – that means that the disk and/or folder has read-only permissions

Read only

7. Rick-Click on the disk/folder and say details

Right click details

Alternative way is to click the details button on the right hand side

Alternative

8. In the center pane, look for “Limit Backup Exec to read-only operations”

Limit

9. You want to change the selection from Yes to No

10. The change will happen right away and when it works the drive will look like this

disk

11. Re-run the backups to make sure this worked. If you can’t re-run the backups, let them run on the normal schedule that’s listed

12. Monitor the backups for about a week. We want to make sure that the backups can consistently run successfully and/or complete with exceptions (exceptions can be for many reasons) during that week. If the backups fail within that week period, work on the backups again and continue to monitor the backups for another week (again we need to have a week of consistent successful backups)

13. If the backups completed successful for a week, you can close the ticket

  • If you billed the customer for the changes (no backup monitoring), put the ticket to “To Be Billed” instead of “Closed”

Additional considerations: If the backups still fail/cancel/miss, check to make sure that the drive is online and not on read-only. Make sure no backup jobs are in queue and restart the Backup Exec services.

If it’s still not working,  run chkdsk on the drive to determine that the drive isn’t having an issue. Call Symantec (888-780-7962, Press 2 then Press 1) and have them look over it with you.