Error During Backup - Quiescing Error

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We're running Acronis Backup 12.5 (build 9010), and when attempting to backup a Windows Server 2008 R2 VM, I'm getting a failure during the snapshot creation step.

VMware reports:

An error occurred while saving the snapshot: msg.snapshot.error-QUIESCINGERROR.

The vmware.log file has the following:

2018-05-24T23:05:47.159Z| vmx| I120: SnapshotVMX_TakeSnapshot start: 'Acronis_Thu May 24 16:05:47 2018', deviceState=0, lazy=0, logging=0, quiesced=1, forceNative=0, tryNative=1, sibling=0 saveAllocMaps=0 cb=25719940, cbData=3241CB40
2018-05-24T23:05:47.222Z| vcpu-0| I120: ToolsBackup: changing quiesce state: IDLE -> STARTED
2018-05-24T23:05:50.525Z| vcpu-0| I120: Msg_Post: Warning
2018-05-24T23:05:50.525Z| vcpu-0| I120: [msg.snapshot.quiesce.vmerr] The guest OS has reported an error during quiescing.
2018-05-24T23:05:50.525Z| vcpu-0| I120+ The error code was: 5
2018-05-24T23:05:50.525Z| vcpu-0| I120+ The error message was: 'VssSyncStart' operation failed: IDispatch error #8451 (0x80042303)
2018-05-24T23:05:50.525Z| vcpu-0| I120: ----------------------------------------
2018-05-24T23:05:50.527Z| vcpu-0| I120: ToolsBackup: changing quiesce state: STARTED -> ERROR_WAIT
2018-05-24T23:05:52.525Z| vcpu-0| I120: ToolsBackup: changing quiesce state: ERROR_WAIT -> IDLE
2018-05-24T23:05:52.525Z| vcpu-0| I120: ToolsBackup: changing quiesce state: IDLE -> DONE
2018-05-24T23:05:52.525Z| vcpu-0| I120: SnapshotVMXTakeSnapshotComplete: Done with snapshot 'Acronis_Thu May 24 16:05:47 2018': 0
2018-05-24T23:05:52.525Z| vcpu-0| I120: SnapshotVMXTakeSnapshotComplete: Snapshot 0 failed: Failed to quiesce the virtual machine (40).

 

But if I manually take a snapshot (quiescing the file system and excluding memory) it works every time.

Any ideas?

 

I found this:  https://kb.vmware.com/s/article/1031298

This seems to indicate it's a known issue with no resolution.  Is there anything I can do? I'd much prefer to have quiesced snapshots when backing up!

Thu, 05/24/2018 - 23:15
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Hi Brian,

The quiesced snapshot taken during backup is using the same API call to vSphere as when you take the snapshot manually (quiesced=on, memory=off). You can check it for example by taking snapshot manually (to confirm that it works), then removing it, and starting backup right after that. In other words the problem may be in time you used to schedule the backup, e.g. snapshot fails only at scheduled time, while if you shift the schedule for this particular VM, then it may work properly.

If you consistenly see that manual quiesced snapshot is taken properly, while it fails during backup right after that, then it should be investigated with help from our support team (the first thing to look at would be vmware.log from affected machine to compare the "TakeSnapshot" events between good and bad attempt).

Thank you.

Fri, 05/25/2018 - 08:22
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 24
Comments: 57

This is exactly what is happening.  It always works when I do it manually, it never works when Acronis does it (at least for this VM).

This is a VM running SQL server, but we use the SQL Server agent for backups of the database, so I may just turn off the application aware feature on the backup.  When we restore the database, we use the database and transaction log backups that the SQL Server agent creates (stored on the server itself, and included in the Acronis backup of the entire VM).

I may be able to grab some logs and send them later, but I'm working through several other issues at the moment.

Fri, 05/25/2018 - 17:00
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 24
Comments: 57

I've deleted and readded the backup plan (trying to correct the issue with all the plans defaulting to version 12 instead of version 11), and now it seems to work (twice in a row so far).  I watched the activity in vSphere and saw the snapshot get created successfully.  Acronis reported success in creating an application consistent snapshot.

The only difference is that I don't have application aware backups for SQL enabled on this backup plan anymore.

I don't know if it was just luck, but I'll keep an eye on the logs.

Fri, 05/25/2018 - 18:18