Troubleshooting Agent

Available in Classic and VPC

To use the Backup service, the agent must be installed on the original data server. If you have problems installing the agent or the service is not working properly, check and reinstall with the Ncloud Tool Kit (NTK).

Running Linux NTK

To run NTK on the Linux server, follow these steps:

1. Connect to the Linux server.
   • Based on the environment you are using, see either Server Access (VPC) or Server Access (Classic).
2. Install NTK on the original data server.
   • For more information about installing NTK, see Ncloud Tool Kit (Linux).
3. Run NTK installed on the server.

   [root@xen-server etc]# /usr/local/etc/ntk/ntk
   

Check Backup Agent Status

Checks if the required processes is running for the backup service.

1. Select (E) EXECUTE - << Run System Apps >>.
   
2. Select (B) BACKUP CHECKING – << For Backup Service System Apps >>.
   
3. Select (A) << AGENT STATUS CHECKING EXECUTE >>.
   
4. Backup Agent Status Check proceeds and shows if the required processes is running.
   
   • If any of them are not working properly, NOK is prompted. Take proper actions and check again for the processes that are not running.
     
5. Select whether you want to send log files to NAVER Cloud technical support center.
   • If you want to transfer the log file, select Yes. The file transfer is started. If the file is transferred, a success message and nShortURL where you can download the log is displayed.
   • If you don't want to transfer the log file, select No to end it.
     
6. If you have any issues, contact NAVER Cloud Platform through Customer support > Contact us.
   • Inquiry type select Storage > Backup
   • Include the transfer URL and related screenshots when inquire

Check backup port open

To check if the required Port for agent installation and communication for service is open, follow these steps:

1. Select (E) EXECUTE - << Run System Apps >>.
   
2. Select (B) BACKUP CHECKING – << For Backup Service System Apps >>.
   
3. Select (P) << PORT OPEN CHECKING>>.
   
4. Check if the required Port is open for communication and print the result.
   
   • When there is Port that is not open, NOK is prompted. Check the required network information and take proper actions, then check again.
     
   • Scroll to the bottom to see if the OS internal firewall service is running and how iptables policies are set.
   • If the service is not up even if all ports are open, check the ACG and internal firewall.
     
5. Select whether you want to send log files to NAVER Cloud technical support center or not.
   • If you want to transfer the log file, select Yes. The file transfer is started. If the file is transferred, a success message and the ShortURL where you can download the log are displayed.
   • If you don't want to transfer the log file, select No to end it.
     
6. If you have any issues, contact NAVER Cloud Platform through Customer support > Contact us.
   • Inquiry type select Storage > Backup
   • Include the transfer URL and related screenshots when inquire

Reintall backup agent

Deletes agent and reinstall.

1. Select (E) EXECUTE - << Run System Apps >>.
   
2. Select (B) BACKUP CHECKING – << For Backup Service System Apps >>.
   
3. Select (R) << Reinstall Agent Execute >>.
   
4. Select "Yes".
   • The reinstallation of the backup agent begins.
   • The Backup Agent list area displays a list of previously installed Backup Agents.
     
5. If runs well, the reinstallation results log is printed out as follows:
   • Step 1: list of existing installed Agent
   • Step 2: log of deleting the existing Backup Agent
   • Step 3: backup Agent reinstallation log
   • Step 4: Backup successful installation log and reinstallation list
     

View and transfer created logs

View the created log file and send it to NAVER Cloud technical support center.

1. Select (V) VIEW - << View & Upload Logs >>.
   
2. Select (B) BACKUP CHECKING LOG.
   
3. After checking the list of created log files, select the log files you are trying to transfer to NAVER Cloud technical support center.
   
4. Select whether you want to send log files to NAVER Cloud technical support center.
   • If you want to transfer the log file, select Yes. The file transfer is started. If the file is transferred, a success message and the ShortURL where you can download the log are displayed.
   • If you don't want to transfer the log file, select No to end it.