Get the case re-dispatched to one of the EU offices? Escalate the case?
On Thu, 15 Feb 2007, WEAVER, Simon wrote:
I must admit, when reading the emails from them, it sounded as if they either did not care, did not have a clue, or was simply passing the blame to HP ! Regards Simon Weaver 3rd Line Technical Support Windows Domain Administrator EADS Astrium Limited, B23AA IM (DCS) Anchorage Road, Portsmouth, PO3 5PU Email: [EMAIL PROTECTED] -----Original Message----- From: Hampus Lind [mailto:[EMAIL PROTECTED] Sent: 15 February 2007 07:34 To: WEAVER, Simon; 'Geyer, Gregory' Cc: Veritas-bu@mailman.eng.auburn.edu Subject: SV: [Veritas-bu] Serious master issue... Now, its morning here in Sweden... I haven't heard from that guy, or any other support engineer sins the mail where he told me he couldn't communicate with me... :-( We cant us a software with this kind of support... Anyhow, I would like to thank you all. You have been wonderful in all your suggestions. I will post the solution here when we find it. Thanks and regards, Hampus Lind Rikspolisstyrelsen National Police Board Tel dir: +46 (0)8 - 401 99 43 Tel mob: +46 (0)70 - 217 92 66 E-mail: [EMAIL PROTECTED] -----Ursprungligt meddelande----- Från: WEAVER, Simon [mailto:[EMAIL PROTECTED] Skickat: den 15 februari 2007 08:13 Till: 'Hampus Lind'; 'Geyer, Gregory' Kopia: Veritas-bu@mailman.eng.auburn.edu Ämne: RE: [Veritas-bu] Serious master issue... Did you get the problem sorted out, or dealt with by another Symantec Engineer? Regards Simon Weaver 3rd Line Technical Support Windows Domain Administrator EADS Astrium Limited, B23AA IM (DCS) Anchorage Road, Portsmouth, PO3 5PU Email: [EMAIL PROTECTED] -----Original Message----- From: Hampus Lind [mailto:[EMAIL PROTECTED] Sent: 14 February 2007 23:01 To: 'Geyer, Gregory' Cc: Veritas-bu@mailman.eng.auburn.edu Subject: Re: [Veritas-bu] Serious master issue... Thanks Greg, I will check the oracle scripts... Hampus Lind Rikspolisstyrelsen National Police Board Tel dir: +46 (0)8 - 401 99 43 Tel mob: +46 (0)70 - 217 92 66 E-mail: [EMAIL PROTECTED] -----Ursprungligt meddelande----- Från: Geyer, Gregory [mailto:[EMAIL PROTECTED] Skickat: den 14 februari 2007 23:57 Till: Hampus Lind Ämne: RE: [Veritas-bu] Serious master issue... Hampus, We had a serious issue with the RMAN backups which would cause each individual RMAN stream to traverse the entire NB catalog for that client. They were using an incorrect format, with a 'T' at the beginnig rather than the end. See the text below, from an email summary from the DBA after it was over. The proper format was in the Oracle NBU Admin guide all along: run { allocate channel t1 type 'sbt_tape'; allocate channel t2 type 'sbt_tape'; send 'NB_ORA_POLICY=your_policy, NB_ORA_SERV=your_server'; Chapter 4, Configuration 105 Configuring the Run-Time Environment backup (database format 'bk_%U_%t'); } ===================== The issue of the NetBackup Oracle Client returning 'AVAILABLE' for tape media known to have been recycle has been identified. Symantec Support believes the problem is in RMAN and I believe the problem is in the NetBackup Oracle Client. Whichever is the case, Symantec helped me determine the issue is related to the 'T' format in the backup file name formats. Some of you may recall the NetBackup slow downs in Q4CY05, when GG discovered that NetBackup has a requirement to use the RMAN 'T' format in the backup file name as a trailing format. Prior to learning this fact, I had been using the 'T" format as a leading portion of the file name. NetBackup uses the 'T' format as a selective date index to the NB image catalog database. I changed the 'T' format to trailing in the backup file name and performance returned to normal response times. The 'T' format came back to haunt me once more when we recently started purging old data from the RMAN/OBK catalog repository. Either RMAN or NetBackup never talks to the NB image database when it encounters an RMAN backup file name that doesn't contain a trailing 'T' format. This is either a NB server administration setting or a bug in the NB Oracle Client. Whatever the case is, the workaround is to manually purge out all OBK data with non-trailing 'T' file name formats. When this is done and only trailing 'T' formatted RMAN backup file names remain in the OBK catalog, then RMAN CROSSCHECK with the NetBackup media catalog works 100% reliably. ==================== We also had serious performance problems because we had the images filesystem on the same relatively slow array where we also had 10TB of DSSU. Once we separated those onto complete different fibre cards and arrays things helped a bunch. One more thing is we were using a bladestore from STK, and they actual downrev'd the firmware on it, which caused a massive slowdown (the drives were spinning to fast, which meant more failures). Probably nothing to help you but there it is. Good luck! Greg -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Hampus Lind Sent: Wednesday, February 14, 2007 3:26 PM To: Veritas-bu@mailman.eng.auburn.edu Subject: Re: [Veritas-bu] Serious master issue... And this is the last mail.... I have a problem, and we are not communicating.. So then he turns over the case to some one else... Hampus Lind Rikspolisstyrelsen National Police Board Tel dir: +46 (0)8 - 401 99 43 Tel mob: +46 (0)70 - 217 92 66 E-mail: [EMAIL PROTECTED] -----Ursprungligt meddelande----- Hampus, it's clear we are not communicating. I've spent a lot of time on your case and am not getting anywhere. I'll redispatch this case and someone else will continue to work it. I am sorry I was not able to help you here. It's never my intention to mislead people or give them bad information. But if I can't get my message across, there's nothing further I can do. 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