Best Practices Sessions RMC (Remote Management Console) Alerting - Manage by Exception
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Rev Date: October 2013
Table of Contents
• Session Goal (Slide 4)
• RMC Alerting Introduction (Slides 5 - 6)
• RMC Dashboard (Slides 7 - 8)
• Thresholds on Client Level (Slides 9 – 10)
• Thresholds on Device Level(Slides 11 – 12)
• Alerting (Slides 13 – 14)
• Diagnose Errors (Slides 15 – 18)
• Client Access (Slides 19 - 20)
• Partner Portal (Slide 21)
• Axcient Contact Information (Slide 22 - 23)
Session Goals
The material in this session will enable IT professionals managing Axcient to:
• View RMC Dashboard and discern what specific settings refer to.
• Fully understand the different stages of working with exception-based notifications.
Set threshold per client
Set threshold per device
Configure alerting
Diagnose issue
Allow client access
• Get back to “business per usual”.
• Contact Axcient Support.
Introduction to RMC Alerting
Introduction to RMC Alerting
• Each client and device has a health status. Using green,
yellow and red, you can tell quickly if you are protected or
not.
• Time-based alerting thresholds can be set to fit the
definition of protection that’s right for you. Adjust the
threshold to whatever you feel comfortable with.
• Exception-based notifications will let you know when
something’s wrong. Using an email address or PSA
integration, you will be notified when your appliance falls
out of protection.
• Diagnose, correct, move on.
RMC Dashboard
RMC Alerting - Dashboard
RMC Dashboard purpose is for exception-based alerting. These alerts are based on
configurable protection thresholds (time since last backup).
Thresholds on Client Level
RMC Alerting – Configuration at Client Level
In the RMC, alerts
may be configured at
the client level and
device level.
Configurations at the
client level are global
for jobs on an
appliance.
STEP 1
STEP 2
STEP 3
Thresholds on Device Level
RMC Alerting – Configuration at Device Level
Alerts configured at the device
level will take precedence over
those set at the client level.
Adjust accordingly for retention
periods (daily, weekly, monthly).
STEP 1
STEP 2
Alerting
RMC Alerting
There are two options for sending alerts out.
Diagnose Errors
Diagnose Errors
STEP 1
STEP 2
Diagnose Errors
STEP 3
STEP 4
Common Backup Errors
• “Failed during prebackup ping” – Device did not respond to verification ping prior to
backup. Check the appliance’s connection.
• “Cannot mount x drive” – Volume specified in schedule could not be mounted. Check
share settings are correct and that system is online.
• “Could not remove sharing from path volumepath on machine” – VSS shadow volume
exposed as a network share during the backup could not be removed. See
axcient.com/logactions for remedy.
• “Unable to create shadow volume for machine” - Be sure the target system has the
proper credentials. For VSS-related corrective actions, see www.axcient.com/log-actions
View our error message manual for more details:
http://documents.axcient.com/Manuals/UMC/6.0/MM/messages_manual.pdf
Client Access
Client Access
Partner Portal for Support Cases, Knowledge Center
The partner portal is a unified tool which will allow for the following:
• Open/monitor support cases
• Review knowledge center for troubleshooting aid
• Order DAS/create RMA
How to Contact Support
• Open support cases through the partner portal.
(If you do not have access the partner portal, please contact your account
manager or email to [email protected])
• You may also open a case by emailing: [email protected]
• In case of an emergency, call our support team: 1-800-715-2339 ext. 2
• Hours: M–F, 6AM–6PM PST
For more information, visit axcient.com or call 800 715.2339
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