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Exchange 2010 Backup failing with Access Denied

Thread needs solution

3rd August 2017

Hi,

I am currently using ABR12u3 with VMware v6.5.
I have a few backup tasks setup which work fine, but no Application Aware tasks. We have just moved our Exchange 2010 server from the old 5.x VMWare to v6.5. The issue that I have is two fold.

1) If I do a backup of Exchange 2010 as an Entire Machine and NOT Application Aware, then the backup is succcessful with warnings.
2) If I do a backup of Exchange 2010 as an Entire Machine AND Application Aware (preferred option), then the backup fails with, the below additional Info.

Just to be sure, I have checked all the prerequisites for an Exchange 2010 application aware backup and all are met, IE

Powershell v2.0 and above - OK
.net framework 3.5 or above - OK
User part of the Organisational Management Role - OK
Exchange Information Store is started - OK
Exchange writer for VSS is turned on - OK

Is there a minimum version of Exchange 2010 for it to backup as application aware, IE RTM, SP!, SP" etc etc?

Additional info:

------------------------
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB819595
Fields: {"CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4","$module":"service_process_glxa64_3689"}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB819595
Fields: {"CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4","$module":"gtob_backup_command_addon_glxa64_3689"}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 32827
Module: 114
LineInfo: 0xC35C04057128FEAF
Fields: {"$module":"disk_bundle_tape_off_glxa64_3689"}
Message: Backup of virtual machines has failed.
------------------------
Error code: 32846
Module: 114
LineInfo: 0xC35C04057128FEF2
Fields: {"$module":"disk_bundle_tape_off_glxa64_3689"}
Message: Not all virtual machines have been backed up.
------------------------
Error code: 32845
Module: 114
LineInfo: 0xC35C04057128FF39
Fields: {"$module":"disk_bundle_tape_off_glxa64_3689"}
Message: Failed to back up virtual machine 'Exchange2010'.
------------------------
Error code: 32786
Module: 114
LineInfo: 0x28314C961DE7D560
Fields: {"$module":"disk_bundle_tape_off_glxa64_3689"}
Message: Failed to prepare for backup.
------------------------
Error code: 7
Module: 532
LineInfo: 0x228917912BE00E96
Fields: {"$module":"disk_bundle_tape_off_glxa64_3689"}
Message: Failed to execute command 'AfterSnapshotCommand'.
------------------------
Error code: 6
Module: 532
LineInfo: 0x228917912BE00EA9
Fields: {"$module":"disk_bundle_tape_off_glxa64_3689"}
Message: Failed to execute the guest service. Error code: '5964828'.
------------------------
Error code: 1052
Module: 91
LineInfo: 0x8DE328702E57F65F
Fields: {"$module":"arx_agent_fork_vsa64_3689"}
Message: Failed to initialize the PowerShell adapter.
------------------------
Error code: 1001
Module: 91
LineInfo: 0x8DE328702E57F65F
Fields: {"$module":"arx_agent_fork_vsa64_3689"}
Message: Connecting to remote server failed with the following error message : Access is denied. For more information, see the about_Remote_Troubleshooting Help topic.
------------------------
Error code: 65520
Module: 0
LineInfo: 0xBD28FDBD64EDB8F1
Fields: {"$module":"arx_agent_fork_vsa64_3689","code":"2147942405"}
Message: Access is denied

 

Many thanks

 

Dave Chunilal

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Posts: 22
Comments: 3800

Hi Dave,

What concerns the warnings (the 1st problem when application protection is not enabled), we'll need to check the full log with the error - without the full context it's hardly possible to advise properly.

The application-aware processing failure may occur if Acronis Managed Machine service is running under LocalSystem account on the agent side (in your case it would be Agent for VMware) - this is a known issue which is fixed in Acronis Backup 12.5, e.g. in build #7048 (internal bug ID: ABR-123579) which you can update to.

Another possible reason is that you have User Account Control enabled inside the Exchange VM, and you use non built-in "administrator" account when enabling application protection.

One more cause could be that the credentials for the VM (used for application detection) got lost after updating the ESXi host infrastructure - in this case you'll need to create a new backup plan for this particular VM and provide credentials for the guest OS when enabing application protection. 

P.S. Exchange 2010 is fully supported, so there are no specific pre-requisites here.

Thank you.

3rd August 2017

Hi Vasily,

Thanks for your response.

The errors for point 1, Success with warnings are:

Message

Error 0x530066: Creating a crash-consistent snapshot of virtual machine 'Exchange2010' because the creation of its application-consistent snapshot has failed.

| trace level: warning
| channel: tol-activity#11FF956A-021F-437C-AD07-7EB079E63532
| line: 0xa859dd78cc91e2ef
| file: k:/3689/enterprise/virtualware/raw/vmware/server/esx_srv_lib/esx_vm.cpp:1901
| function: CreateSnapshot
| $module: esx_srv_glxa64_3689
|
| error 0x530128: Failed to create a snapshot.
| line: 0x26eed62d2c140f66
| file: k:/3689/enterprise/virtualware/raw/vmware/vix_soap/vix_vm.cpp:2009
| function: CreateSnapshot
| $module: esx_srv_glxa64_3689
|
| error 0x530128: An error occurred while quiescing the virtual machine. See the virtual machine's event log for details.
| line: 0xc7610e0a857bedd2
| file: k:/3689/enterprise/virtualware/raw/vmware/vix_soap/vix_supp_impl.cpp:346
| function: WaitForTaskResult
| fault: MethodFault
| $module: esx_srv_glxa64_3689
|
| error 0x530128: An error occurred while saving the snapshot: Failed to quiesce the virtual machine.
| An error occurred while taking a snapshot: Failed to quiesce the virtual machine.

| line: 0xc7610e0a857bedd2
| file: k:/3689/enterprise/virtualware/raw/vmware/vix_soap/vix_supp_impl.cpp:346
| function: WaitForTaskResult
| fault: ApplicationQuiesceFault
| $module: esx_srv_glxa64_3689

 

To answer the rest of your questions:

The Acronis Management server is on the domain and the "Acronis Managed Machine Service" is running under ".\acronis agent user".
UAC is enabled, but when I am providing the credentials to enable application aware, I am using a domain administrator account that is part of the organisational management role.

For your last part, when the VM was on the 5.x vm infrastruture, we were using vmProtect 9 and never had any issues. The VM has been moved to the new infrastructure and a new backup plan for exchange2010 has been created on ABR12u3.

I have downloaded the full log, but there is no way to attach it.

 

Thanks

Dave Chunilal

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Posts: 22
Comments: 3800

Hi Dave,

Thank you for the additional details - that clears up a lot: the main root cause is the "An error occurred while taking a snapshot: Failed to quiesce the virtual machine." error which is returned by VMware when a quiesced snapshot of the VM is initiated. When Acronis Backup detects that quiesced snapshot failed on VMware side (snapshot is called with parameters shown on the screen shot below), it automatically fails over to non-quiesced snapshot (quiesce option unchecked) and generates a warning that the backup captured the system in crash-consistent state.

The application-aware backup processing highly depends on ability to capture quiesced snapshots which rely on VMware Tools and trigger VSS processing inside the guest OS. If quiesced snapshot from VMware fails then application-aware processing will also fail, since application consistency cannot be guaranteed in non-quiesced snapshot of the VM => that's why you get the 2nd issue, e.g. application-aware backup failure (so it's unrelated to UAC or agent installation specifics).

The quiesced snapshot failure is likely triggered by the ESXi host upgrade + specifics of particular VM. Usually such issues are resolved by  re-installing VMware Tools inside the guest OS and/or checking the VSS health inside it. If it doesn't help then the only option would be to install Agent for Exchange (+ Agent for Windows) inside the VM and back it up as regular machine (in agent-based mode instead of agent-less one). The bottom line: for application-aware backups to work, the quiesced snapshot must work on VMware side - you can check it by capturing the snapshots via vSphere client with options shown on screen shot below.

quiescedsnap.PNG

Thank you.

6th August 2017

Hi Vasily,

There were two issues, we uninstalled and reinstalled VMware Tools, but the backup was still failing with the same error. We then found that there was a time issue on Exchange not sync'ing correctly. Once that was resolved, the backup has been successful.

The backup is now being done with Application Aware, but when I try and do a recover, the options are only Entire Machine and Files/Folders. There is no option for restoring either a mailbox or items within a mailbox. Is there some settings I am missing?

 

Thanks Vasily.

 

Dave S. Chunilal

frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 22
Comments: 3800

Hi Dave,

For recovery of Exchange items you need to browse the backups via some Agent for Windows (which can be the same machine where Acronis Management Server is installed for example) - the agent which will be used for browsing the backup can be directly selected if you go from Backups->Locations->select location->choose agent steps:

AgentToBrowse.PNG

Thank you.

Hi Vasily,

Thanks for your response.

I installed the Agent to Windows onto the Exchange server and did the backup and am now able to restore mailboxes and individual items.

Dave S. Chunilal