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 partner-marketing@axcient.com)

• You may also open a case by emailing: support@axcient.com

• 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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