Backups failing
all of our backup tasks are failing with the same or very similar errors:
Task 'Backup_Production_Exchange' failed: 'Failed to create a backup.
Additional info:
--------------------
Error code: 3
Module: 435
LineInfo: 555b5abba09501ce
Fields:
Message: Failed to create a backup.
--------------------
Error code: 32786
Module: 114
LineInfo: 28314c961de7d32e
Fields:
Message: Failed to prepare for backing up.
--------------------
Error code: 353
Module: 149
LineInfo: a71592046cb2c5f6
Fields:
Message: Failed to back up the group.
--------------------
Error code: 2
Module: 218
LineInfo: 338a407ad20e0987
Fields:
Message: Error occurred while running the backup and recovery engine.
--------------------
Error code: 1080
Module: 1
LineInfo: 145a191bfe9050d1
Fields:
Message: Failed to execute the operation.
--------------------
Error code: 1080
Module: 1
LineInfo: ccb580038dbe2e93
Fields:
Message: Failed to prepare check archive operation.
--------------------'.
Hi,
The problem is most likely caused by the backup location which cannot be accessed by vmProtect Agent (this also explains why all the tasks are failing with similar error). If you store backups on some NAS device, then I'd recommended rebooting it. Also check if you can create a new backup task on the same storage (most likely you will not be able to and the new error should give us more clues on whats going wrong).
Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager
When I look at recovery points I see this under location:
E:\ProdServers\
Backups size 0 (0%)
Used space 1.342 TB (68%)
Free space 641.882 GB (32%)
Total space: 1.969 TB
Under the 2nd column I see this:
E:\ProdServers\
The selected location does not contain backups of virtual machines
WHAT????????? Where are the backups then? I can browse the datastores from within vcenter and see the data - why can't vmprotect see it?
Hi,
It looks like vmProtect Agent doesn't have proper access to the archives and therefore cannot parse through them properly. If you have virtual appliance then it would make sense to reboot it (so that it can re-read the locally attached storage). In case you have Windows Agent - restart Acronis vmProtect Managed Machine Service.
There could also be the case (if you run Windows Agent) that the user under which "Acronis vmProtect Managed Machine Service" is running has been changed (for example the password for it) and now it lost access to the E: drive. The backup engine accesses the local sources using this user context.
Thank you.
--
Best regards,
Vasily
Acronis vmProtect Program Manager
Rebooting the appliance worked. However, as with other issues we have had with this product, it doesn't tell me why for no reason at all this just happens out of the blue. We've made no changes on the appliance, to the tasks, to the datastores, the guest vm's, the hosts or anything else.
Is there a log we can pull from the appliance that would show why it stopped being able to read/parse/access the archives? We need to be able to understand why things happen in order to prevent them. I can't keep going to my boss and saying Acronis is broke but we fixed it without being able to say in the same breath that we understand what happened are have put measures in place to prevent this issue in the future. At some point, he's going to say - scrap it and lets find another product.
Hi,
Yes of course the main goal here is to find out the root cause of the issue. I assume it has to deal with the specifics of the Linux kernel which came to this state occasionally. Can you please collect the following information and contact our support team with reference to this thread:
1) /var/log/messages file (it contains Linux kernel messages)
2) /var/lib/Acronis/vmProtect folder contents packed in .zip (so that we can see the errors)
This info can be gathered via WinSCP tool as described in Troubleshooting section of http://kb.acronis.com/content/36100
This would let us analyze the problem thoroughly and figure out what to do to prevent it in future.
Thank you.
--
Best regards
Vasily
Acronis vmProtect Program Manager