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Exchange 2013 Backup Failure VMProtect 9

Thread needs solution

Just upgraded to the newest version of VMprotect and I am getting the following errors on my exchange 2013 server. This upgrade is teh newly release version 9 (build 9767 release 8/27/2013)

Backup has failed. Please check the log for additional information.
1 Information 8/28/13 12:00:45 AM Meta collection started for application: Microsoft Exchange Server
2 Error 8/28/13 12:05:13 AM The operation has failed.
Additional info:
--------------------
Error code: 26
Module: 100
LineInfo: 48afbd3608a410ca
Fields:
Message: The operation has failed.
--------------------
Error code: 239
Module: 83
LineInfo: b7e5b06ccbf4eabf
Fields:
Message: Failed to execute agent 'exchange_backup_agent.exe' with parameters '{ --archive_path, C:\Users\svcacct\AppData\Local\Temp\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\msexchange_meta\, --archive_name, msexchange_meta }'.
--------------------
Error code: 240
Module: 83
LineInfo: a83807079d0431a
Fields:
Message: Failed to run script 'cd "C:\Users\svcacct\AppData\Local\Temp\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\" && exchange_backup_agent.exe "--archive_path" "C:\\Users\\svcacct\\AppData\\Local\\Temp\\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\\msexchange_meta\\" "--archive_name" "msexchange_meta">F7A75F88-C892-4661-BA0F-EB7C1084E693'.
--------------------
Error code: 139
Module: 83
LineInfo: 8551c5c00e774fa9
Fields:
Message: Failed to process guest api call of 'ListProcessesInGuest'.
--------------------
Error code: 257
Module: 83
LineInfo: 8551c5c00e774fcc
Fields: faultTypeId : 140
Message: SOAP fault code: '12', Description: 'The guest operations agent could not be contacted.', Detail: 'No details.'
--------------------
3 Warning 8/28/13 12:06:13 AM Failed to delete directory 'C:\Users\svcacct\AppData\Local\Temp\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\'.
Additional info:
--------------------
Error code: 160
Module: 83
LineInfo: a83807079d042fb
Fields:
Message: Failed to delete directory 'C:\Users\svcacct\AppData\Local\Temp\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\'.
--------------------
Error code: 139
Module: 83
LineInfo: 8551c5c00e774fb9
Fields:
Message: Failed to process guest api call of 'DeleteDirectyrInGuest'.
--------------------
Error code: 257
Module: 83
LineInfo: 8551c5c00e774fcc
Fields: faultTypeId : 140
Message: SOAP fault code: '12', Description: 'The guest operations agent could not be contacted.', Detail: 'No details.'
--------------------
4 Information 8/28/13 12:06:15 AM Task 'Exchange-Backup' changed its state from 'running' to 'idle'.
5 Error 8/28/13 12:06:15 AM Task 'Exchange-Backup' failed: 'Failed to create a backup.
Additional info:
--------------------
Error code: 3
Module: 435
LineInfo: 555b5abba0950337
Fields:
Message: Failed to create a backup.
--------------------
Error code: 32786
Module: 114
LineInfo: 28314c961de7d337
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: 239
Module: 83
LineInfo: b7e5b06ccbf4eabf
Fields:
Message: Failed to execute agent 'exchange_backup_agent.exe' with parameters '{ --archive_path, C:\Users\svcacct\AppData\Local\Temp\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\msexchange_meta\, --archive_name, msexchange_meta }'.
--------------------
Error code: 240
Module: 83
LineInfo: a83807079d0431a
Fields:
Message: Failed to run script 'cd "C:\Users\svcacct\AppData\Local\Temp\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\" && exchange_backup_agent.exe "--archive_path" "C:\\Users\\svcacct\\AppData\\Local\\Temp\\F0F1F7DA-AF9F-4638-BDD5-7450D4CEABC5\\msexchange_meta\\" "--archive_name" "msexchange_meta">F7A75F88-C892-4661-BA0F-EB7C1084E693'.
--------------------
Error code: 139
Module: 83
LineInfo: 8551c5c00e774fa9
Fields:
Message: Failed to process guest api call of 'ListProcessesInGuest'.
--------------------
Error code: 257
Module: 83
LineInfo: 8551c5c00e774fcc
Fields: faultTypeId : 140
Message: SOAP fault code: '12', Description: 'The guest operations agent could not be contacted.', Detail: 'No details.'
--------------------'.

0 Users found this helpful

Hello,

Thank you for the reporting this issue.

It is a problem with VMware tools inside the particular VM. The ESXi host cannot operate properly with VMware tools inside it.
“ The guest operations agent could not be contacted.” -this error is coming from VMware. Another reboot of ESXi host or reinstall/update of VMware tools may fix the problem.

Since this error indicates that there cannot be performed ListProcessesInGuest command:
http://pubs.vmware.com/vsphere-50/index.jsp?topic=%2Fcom.vmware.wssdk.a…
that's the API call which we use and that's what is failing
Another example of the same issue: http://communities.vmware.com/thread/345460

I hope that your problem will be solved. Please inform us about the results.

Thank you.

Still not working. I have rebooted all hosts in our cluster, shut down the exchange server and rebooted it, built a new appliance to back it up, and nothing works I still get the same error. I think I may have to look at other backup solutions, as this is unacceptable.

Tried a trial of PHDVirtual, it had no problem backing it up. Trying Veeam right now as well. If they can back it up why does it keep failing on your product?

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Posts: 22
Comments: 3800

Hi,

As Anna mentioned above the issue is related to VMware tools which fail to process standard API requests. Acronis vmProtect uses these requests to perform application-aware backup of the VM. Note that without application-aware option enabled the backup will likely succeed since VMware Tools won't be used to execute application metadata collection code inside the VM (that's what other vendors don't do and which explains why backup succeeds).

I'd recommended contacting our support team to investigate the issue. The ESXi host system logs (from the host where the affected VM runs) will be required as well as the vmware.log from the datastore of this VM + usual vmProtect log. Please let me know the ticket ID in a private message so that I can track it and advise accordingly.

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

Strangely enough, this has started working as of last night. No changes have been made at all. I will monitor it for a while and see if it continues to work.

By the way, did this ever got back to being intermittent? Or did it went stable for you all the way?