Unable to connect to the selected NetBackup host "masterserver.xxx.com"

@Vickie,

bpclntcmd -pn, is telling you that your registry SERVER entry is correct. (MASTERSERVER)
bpclntcmd -self, is telling you that your client information is different. (MASTERSERVER.XXX.COM)

• NOTE 1: NetBackup is case sensitive, so the entries should match what's reported in 'nbemmcmd -listhosts'

Please check your registry Client_Name entry is using MASTERSERVER, and your hosts file entry matches the 'nbemmcmd -listhosts -verbose' output:

MASTERSERVER
        MachineName = "MASTERSERVER"
        FQName = "MASTERSERVER.xxx.com"

So the hosts file entry should look something like this:

10.250.13.8     MASTERSERVER     MASTERSERVER.xxx.com

After making changes, be sure to restart NetBackup services. ('bpdown -f -v' ⇒ 'bpps' ⇒ 'bpup -f -v')

• NOTE 2: Make sure your client name in the policy also matches, since it looked like it was all lower case FQDN in the detailed status, if I remember correctly.

(Also Reference: Explanation of bpclntcmd options and recommended troubleshooting when the commands return errors. - TECH50198)