Forum Discussion

Nene's avatar
Nene
Level 6
9 years ago

Get missing Netbackup Serial number from Server

Hello Support,

I need help with getting the serial number for netbackup server.

A friend needs help as the license certificate is missing and a renewal is required.

Your urgent help will be greatly appreciated as always.

7.5
Backup and Recovery
Licensing
NetBackup
Windows Server (2003-2008)
  • Marianne's avatar
    Marianne
    9 years ago

    You can forward the email that the client has sent you.
    It needs to be email from a manager with title/designation, email address and company name in the signature.

    This email can be 'short and sweet'. Something like:

    I herby give Nene at  Reseller X  permission to request IBR for MyCompany from Veritas Customer Care.

    The request should include all possible names for the Client, e.g. MyCompany, MyCompany.com, My Company,  MyCompany (PTY) Ltd, etc.

    Customer Care knows what an IBR is.
    They will send you a spreadsheet with all relevant info.

    You may want to request IBR that includes License Keys.
    (Serial number is included by default)

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  • Marianne's avatar
    Marianne
    Level 6
    9 years ago

    Contact Veritas Customer Care and ask for your IBR (Install Base Report).

    Customer Care is the only department who can help you here.
    If you have a good relationship with your local reseller, you can ask them to request your IBR.
    They will need an email from the customer to give them permission to request IBR.

     

    Link to Customer Care can be found here: https://my.veritas.com

  • Nene's avatar
    Nene
    Level 6
    9 years ago

    thanx alot Marianne.

    i just got a mail with saying a request for an IBR is needed from the customer.

  • Marianne's avatar
    Marianne
    Level 6
    9 years ago

    Correct.

    An email from the Customer is a requirement.
    IBR will not be supplied without the request/permission email from the customer.

  • Nicolai's avatar
    Nicolai
    Moderator
    9 years ago

    The netbackup serial number is not used in the Netbackup software installation .

    The serial number is paper only.

    When contacting Veritas customer care, ensure you have PO (purchase order) for the last renewal ready. They will likely ask for it.

     

  • Nene's avatar
    Nene
    Level 6
    9 years ago

    Hi Marianne,

    What exactly does the customer needs to indicate in the mail to Veritas?

    Can the install base report be elaborated on so I can fully explain what the requirement of the customer is.

    Thank you for your assistance.

  • Nene's avatar
    Nene
    Level 6
    9 years ago

    Hi Nicolai,

    The problem is that the license certificate can't be found and he only has the print out of the Netbackup license keys.

  • Marianne's avatar
    Marianne
    Level 6
    9 years ago

    You can forward the email that the client has sent you.
    It needs to be email from a manager with title/designation, email address and company name in the signature.

    This email can be 'short and sweet'. Something like:

    I herby give Nene at  Reseller X  permission to request IBR for MyCompany from Veritas Customer Care.

    The request should include all possible names for the Client, e.g. MyCompany, MyCompany.com, My Company,  MyCompany (PTY) Ltd, etc.

    Customer Care knows what an IBR is.
    They will send you a spreadsheet with all relevant info.

    You may want to request IBR that includes License Keys.
    (Serial number is included by default)

  • Nene's avatar
    Nene
    Level 6
    9 years ago

    Hi Marianne,

    Thank you for the time taken to assist.

    I appreciate your response.

  • DaveM16's avatar
    DaveM16
    Level 4
    9 years ago

    Nene

    If you know who the customer's assisgned SE at veritas is, they should also be able to assist with the IBR/serial number

    Cheers

    David

  • Nene's avatar
    Nene
    Level 6
    9 years ago

    Hi David,

    The problem is we do not have such information.

    The contact started working a while back and does not have any detail of the NBU certificate.

    Another partner was handling the sales when he came in. He has no info whats so ever. only the license details on the server.

    His request for a renewal/upgrade of the existing NBU 7.0 brought us in.

    We thought a webex would be easy from veritas to get the IBR done.

    It has not been easy.

    We just got the veritas technical contact in our region to see what can be done.