version 9.0.10007 can not connect QNAP TS-809U

Hi Nicolas,
same here in two different case:
1) TS-409 with an outdated firmware 3.3.2
2) TS-410 with a recent firmware version 4.0.2
In both case, the left browsing windows of the interface shows doubled share from NAS.
I opened a ticket last friday, but still no answer.

Code errors are as follow:

Messaggio:
Codice di uscita diverso da zero restituito durante il montaggio della condivisione NFS. ('nolock,tcp,soft', 32)

Dettagli:
Codice: 27066484 (0x019D0074)
Riga: 836463A653DED97A
Messaggio: Si è verificato un errore durante l'esecuzione del comando 'file_browse_async'.
============

Codice: 27066457 (0x019D0059)
Riga: AC471D05F22A8C35
Messaggio: Si è verificato un errore durante il reperimento delle directory per il percorso: 'avfs:/smb?//192.168.42.1/vmprotect/'.
============

Codice: 27787268 (0x01A80004)
Riga: 10F02767C7826ADA
Messaggio: Impossibile richiamare l'elenco delle directory.
============

Codice: 9568343 (0x00920057)
Riga: 4D7F75FCDE07D675
IsReturnCode: 1
Messaggio: Impossibile ottenere i file.
============

Codice: 9568342 (0x00920056)
Riga: 4D7F75FCDE07D69F
IsReturnCode: 1
Messaggio: Impossibile aggiungere gli elementi alla directory.
============

Codice: 5832764 (0x0059003C)
Riga: 28EDBBF5D246C445
Messaggio: Impossibile montare la condivisione NFS. ('192.168.42.1:/vmprotect')
============

Codice: 5832765 (0x0059003D)
Riga: CAA935157D7E71E3
Messaggio: Codice di uscita diverso da zero restituito durante il montaggio della condivisione NFS. ('nolock,soft,vers=3', 32)
============

Codice: 5832765 (0x0059003D)
Riga: CAA935157D7E71E3
Messaggio: Codice di uscita diverso da zero restituito durante il montaggio della condivisione NFS. ('nolock,tcp,soft,vers=3', 32)
============

Codice: 5832765 (0x0059003D)
Riga: CAA935157D7E71E3
Messaggio: Codice di uscita diverso da zero restituito durante il montaggio della condivisione NFS. ('nolock,soft', 32)
============

Codice: 5832765 (0x0059003D)
Riga: CAA935157D7E71E3
Messaggio: Codice di uscita diverso da zero restituito durante il montaggio della condivisione NFS. ('nolock,tcp,soft', 32)

Keep in touch,
Nicola

Hi!

Here's some background on what's happening:

Each new update of Aronis Backup for VMware includes newer Linux kernel for appliance which contains the asamba module responsible for network shares access. This Linux kernel update is required to fix network shares access-related problems for other devices (for example there were problems accessing Windows 2012 R2 shares in 9767 build which were fixed in 10007 build), but the drawback could be loosing connection to devices which worked before. The main problem is that each NAS vendor/model works differently for various SMB clients. Usually NAS devices are tested to be accessed from Windows clients by the NAS vendors, so it explains such inconsistency for Linux SMB clients.

So you should contact our support team for assistance - usually in such cases we provide minor patches for asamba module which fix problem for specific device access.

To investigate the issue we typically need the following information to be captured:

1) From vSphere client open the Acronis appliance console and switch to command prompt by pressing Ctrl+Shift+Alt+Space+F1, then Alt+F2
2) Issue the following commands:

# insmod cifs
# echo 7 > /proc/fs/cifs/cifsFYI
# export ASAMBA_LOGLEVEL=10

3) Reproduce the issue from the web console of Acronis Backup for VMware
4) Capture /tmp/asamba.log file from the appliance alog with the usual log from the web console (View->Show Logs->Save All To File). The /tmp/asamba.log can be captured via WinSCP tool as described in http://kb.acronis.com/content/36100 article in troubleshooting section.

Please send me the ticket IDs in private message, so that I can followup with them and advise.

P.S. The NFS-related messages in the log can be ignored - it's an automatic failback: if the share cannot be accessed over SMB (which is the case here) then the program automatically tries NFS. The root cause here is the problem with SMB of course.
P.P.S. The problem is related to appliance-based installation only and Windows agent won't be affected by such problem (since it uses native Windows SMB client which typically works with all NAS devices despite the Linux SMB client).

Thank you.
--
Best regards,
Vasily
Acronis Backup for VMware Program Manager

I've send you all the logs and attached to first message

Regards!

Same problem here.
Did anyone solve the problem?

Thanks

Hi Gianluca,

We've addressed authentication issues related to several QNAP NAS models (the problem was in NFS authentication which conflicted with SMB one) in builds 10018+ . You can get this custom build by contacting our support team with reference to this thread.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hi Vasily,
during the first days of June Acronis (Dimitry Zelensky) sent me the AVMP9 build 10501 which fix the issue, but only for newer version of QNAP firmware.
Is 10018+ different than 10501 ?
Is it older or newer ?
I have to test also this build ?

Thank you
Nicola

Hi Nicola,

The 10018 and 10501 builds contain the same Linux kernel version, so the behavior should be the same. It makes sense to use the build provided by Dmitry for now and continue the troubleshooting. I have reviewed your case and checked it with our support team - you will get contacted shortly with further instructions (in the corresponding task for developers I see that some additional info will be required such as sysinfo from 8th version where the connection to NAS worked fine - check details in response from our support team).

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Vasily,
thank you for you folloup.
I will look forward for any news.

Nicola.

We are also suffering from this issue (QNAP user here). Is there any ETA about when an updated version which fixes this issue will be released to the public?

Update: 9.0.10501 fixed the issue for me.

Hi,

When realease 9.0.10501 update, can anyone sendme?

Regards!

Hello Nicolas,

I've sent you a PM with download link for the custom build 10501.

Thank you.

It looks like I am also having this issue. I just purchased a TS-420U (Firm 4.0.7) and am testing Acronis Backup for VMWare (build 9.0.10007). Is there anyway I can also get the update? I'd really like to make sure this works before purchasing the software.

Thanks.

Hello Rick,

I've sent you a PM with download link.

Thank you.

Hi, i test the new release and works fine, but when i search the backup location showme duplicates folders.

Anyone give this issue??

Regards!

The same folder on NAS can be mounted over SMB and NFS, while the GUI interface doesn't distinguish between these 2 types and so shows both of them. As long as backup to your QNAP NAS works, there should be no worries here.

Добрый день.
Периодически возникает проблема при резервном копировании на QNAP TS-459 задания останавливаются на 0%. Один раз такое произошло после того как закончилось свободное место на хранилище, второй раз при сбое в сети. Version 9, Сборка # 10007. Есть ли возможность протестировать последний билд ?

Здравствуйте!

Если резервное копирование успешно стартует и проходит в большинстве случаев - это означает, что скорее всего проблема описанная в этой теме не связана с вашей (в данной теме речь идет о первоначальном монтировании сетевого ресурса, где и происходит сбой в случае с определенными моделями QNAP). По умолчанию задание резервного копирования пытается выполнить несколько дополнительных попыток доступа к ресурсу с заданным интервалом между попытками (определено в настройках задания). В вашем случае пока что не ясно, происходило ли подвисание само по себе (без явных причин), и были ли дополнительные попытки. Это стоит исследовать отдельно путем анализа логов. Тем не менее я высылаю вам ссылку на новую сборку в приватном сообщении - исследование всегда лучше проводить, используя последний билд.

Спасибо.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Проблема даже не в том что происходит сбой, а в том что потом нельзя задание не остановить не запустить заново без перезагрузки AcronisAppliance. Проверим на последнем билде...

Hello,

well I am having the same problem (SMB access problem and double list of shared folders) with version 9.10007 : no access to my QNAPs NAS TS859-pro+ and TS559-pro+ with firmware 4.1.0.

Version 8 works perfectly.

Can you link me the patched upgrade please ?

Peter

Hi Peter,

Please check the private message. I've sent you the link with the instructions.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hello,

Same problem as Peter, can't access QNAP from Acronis with version 9.10007. (QNAP Firm. 4.1)
Can I get the link to upgrade please. Thanks.

Nicolas

Thanks for the quick reply. The patched version seems to work. However,

1. there is still this unprofessional looking double listing of folders.

2. Also, there is a bug with the naming of the backups: if the name of the desired backup file ends with a number it is not accepted any more as it was before with VM8. That makes the upgrade of existing definitions of vm8 to vm9 an unexpected problem.

3. In fact, after some more tests, it seems that this version of vm9 doesn't succeed to take over successfully former backup procedures 'as is' of VM8. The definitions are well there, but the backups are failing because the "name of the backup already exists" (from the log file)! So it is needed to change the names of the saved files to a new one - maybe to protect from version conflicts ?

It is just annoying that the user has to discover all these bugs and variations without any preparatory warning documentation. For such a professional tool, I would expect some more!

The good side is that you answered swiftly to my first request, giving me access to the patched version :-)

Kind regards

Peter

Nicolas Dubois wrote:

Hello,

Same problem as Peter, can't access QNAP from Acronis with version 9.10007. (QNAP Firm. 4.1)
Can I get the link to upgrade please. Thanks.

Nicolas

Hi Nicolas,

Please check the private message - I've sent you the patched version.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hi Peter,

Let me comment on the items you mentioned:

1) The double folders appear when they are accessible through both CIFS and NFS protocols with the same name. In other words there was NFS support added to virtual appliance starting from 10007 build, so one can actually back up to NFS shares (from appliance only). This is an unadvertized (yet) feature, so it hasn't been tested though.

2) This is actually a bug in the 8th version of Acronis vmProtect. Giving the archives names with numbers in the end was leading to unpredictable consequences, since in the "multiple-files archive" the numbers are added to the end of every backup file and it caused name conflicts if original archive also had number in the end. Therefore we decided to forbid creation of the archives with the numbers in the end through GUI, however it is still possible to recover from older 8th version archives (backwards compatibility)

3) The "name of backup already exists" error is the real example of bad naming of archives with the number in the end (that's the typical symptom).

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Thanks for your reply.

My comments where just to help others to see that most has a solution! Just about the former backup definitions: you have to edit/change the name of the storage file to succeed, even if there were not ending with numbers.

Also, on one of my installs VM8 -> VM9 latest patch, the virtual network card didn't initialize properly anymore and so it was impossible to connect to the VM9 through a browser. I had to add a second network card in flexible mode, and then see, even the first one started to work again!

When will an official patched release be available for new installs ?

Do I have to recreate a boot media after having patched the original VM9 version ?

Thanks for your support

Peter

Hi Peter,

We're now planning a cumulative official update for Acronis Backup for VMware 9 (to include fixes for problems reported by customers), however there is no final decision yet on the date (probably end of the year, but I can't promise anything right now).

The bootable media needs to be re-created if you updated from 9767 to 10007 build for example (i.e. within the same version). There was ESXi configuration recovery for ESXi 5.5 added in 10007 build, so yes it makes sense to update the media. Besides that there is a newer Linux kernel version included which extends hardware support (to enable P2V or ESXi recovery on newer models of hardware).

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hello,

well it doesn't work ! Let me explain: in VP9 VMWare mode (patch you send me, 10501 or so, btw where do you see the patch number in the patched version? ), when I create a task to a QNAP-NAS the first time it works when I do launch the backup just after task creation. Then, when the scheduled task launchs, it seems that it cannot connect correctly again, as if it would forget the connection settings to the QNAP folders (that is my theory).

I am not happy to have to revert to VP8 because it seems this product is not mature enough, unless you have a very last patch in your folders ?

Thanks

Peter

Here an excerpt of the logs:

LineInfo: 3f26773fab7bd98f
Fields: path : avfs:/smb?//qnap-idest-2/Backups/VMProtect/S1/Sdl-Trados/
Message: Failed to open the archive for appending changes.
--------------------
Error code: 60
Module: 89
LineInfo: 28edbbf5d246c44c
Fields:
Message: Failed to mount the NFS share. ('10.0.0.11:/Backups')
--------------------
Error code: 81
Module: 89
LineInfo: 9d05ddc01e814b4d
Fields: hostName : 0
Message: Failed to resolve the host name due to a network error.
--------------------
Error code: 17
Module: 4
LineInfo: 9d05ddc01e814b4a
Fields:
Message: The specified file does not exist.

Hi Peter,

Thank you for the feedback! In our tests (with the QNAP model we have in QA) there is no difference between first manual and subsequent scheduled backups - so it looks like the problem is specific to your particular setup and needs to be treated separately (there is no patch I can give right away ;( ). If possible, can you please send me the full backup log (View->Show Logs->Save All To File) which corresponds the failure in a private message, so that I can show it to developers and advise on further actions?

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Thank you. I will send the log here, don't know how to do it 'private'. The funny thing is, the only backup that is working is the esxi core backup (but this is a separate procedure)!
So in the log you will have the esxi backup, the failing scheduled backups and one succeeded one when just created and launched!

Kind regards

Peter

Hi Peter,

Thank you for the provided info! I will send you further instructions (enabling extended 'asamba' logging is required) in a private message. The private messages can be accessed from https://forum.acronis.com/messages (simply log in with your forum credentials).

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hello Acronis

I have the Same Problem, please send me the fix asap *please*

THX

Hi Heinz,

Please check private messages. I've sent you the links.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

I need also the download link, cause i have the same issues with TS-412.

Hi!

Our support team is aware of this issue and I've ensured that they have all required links to be shared. Please contact our support team and you will get the proper build shortly. This typically would be the fastest way to get the problem resolved as I'm not always available for quick reply unfortunately :(

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

How do i contact them? in the forum?

Hi!

Please see http://www.acronis.com/en-us/support/contact-us.html link with step-by-step guidance.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

That takes sooo long, cant you send me the link per pm like the others?

Ok, please check your private message.

For future references (to everyone): it makes sense to contact our support team with reference to this thread if you run into the issue described here. This will ensure proper quick resolution (typically faster than I can do :)).

Hello
I've got the same problem...
Please Help ME!!!

Good Evening, I have the same problem. Shared folders onto QNAP TS412 and 459 Pro II are doubled, plus it displays errors during backup planning. Please, could you help me?

Many thanks,
Andrea

Hello Vasily,

well since last time I didn't try VM9 again as there were these unsolved problems with QNAP access when scheduled (and ran within a VM) (beside the annoying double list of folders).
Any progress by now. Can you link me to the latest build, so I can try again ?

Thank you

Peter
Ideatech

Hi Peter,

The current build for QNAP problem is the same 10501 one and as far as I've checked you've got it already, but there were still some issues with it. Please check the private message thread - I will send you the most recent instructions.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hi,

We have actually, the same message.

Aconis v9.0.10007
Qnap 4.1.1 (TS-EC-1279-RP)

This problem came since i have updated the qnap on friday.

Is there any patch or update for vProtect or did i need to downgrade the qnap to solve this problem ?

Thanks in advence.

P.S. Sorry for my English ;p

Hi Michel,

Please check your private messages - I will send you a link to the custom build shortly.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Hi, i need the fix for my qnap with NFS. Can you send me the link via private message?

Hi Ilario,

We're now preparing a public KB article with the link to the build (finally got an approval for publishing it, so there is no need to send private messages to everyone):

Please find the below FTP link where the builds with QNAP fix are uploaded (pick up the build locale you require):

NOTE: if you run into any issues with this new build you would still need to contact our support team for assistance.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Добрый день Vasily.
Периодически возникает проблема при резервном копировании на QNAP TS-459. Последний раз при выключении NAS задания завершились с ошибкой как и положено, но при доступном хранилище на следующий день резервные копии не создались (задания не выполнились). После ручного запуска заданий все нормализовалось. Билд 10 501..... Ну и проблема с часовым поясом для России....

Здравствуйте,

В этом году мы выпускаем новую версию Acronis Backup for VMware (будет доступно бесплатное обновление для всех текущих пользователей с действующим maintenance контрактом), основанную на новой архитектуре, в которую включены улучшения обработки ситуаций временной недоступности хранилища бэкапов (плюс там исправлена проблема с Российскими часовыми поясами и Московским в частности). Обновлений текущей версии к сожалению не планируется.

Спасибо.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

А в случае отсутствия контракта обновление будет платным ? Можно считать текущий билд последним ?