Issue with Acronis vmprotect 8.0.8184 : warning message when backup Exchange 2010

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Posts: 1
Comments: 0

Since few days, backup shows warning message.
The virtual machine contains Exchange 2010 server with Windows 2008 server R2, and the issue comes from exchange_backup_agent.exe
The error message is displaying: "unable to retrieve metadata"

Logs are below:

Impossible de récupérer les métadonnées.
Informations additionnelles :
--------------------
Code d'erreurs : 370
Module : 149
LineInfo : 4db9605401c152b4
Champs :
Message : Impossible de récupérer les métadonnées.
--------------------
Code d'erreurs : 239
Module : 83
LineInfo : b7e5b06ccbf4eabe
Champs :
Message : Échec de l'exécution de l'agent « exchange_backup_agent.exe » avec les paramètres « { --archive_path, C:\Users\ADMINI~1.BDO\AppData\Local\Temp\9691F094-BDEA-485B-B048-A40031D57C41\meta\, --archive_name, meta } ».
--------------------
Code d'erreurs : 240
Module : 83
LineInfo : a83807079d04306
Champs :
Message : Échec de l'exécution du script « cd "C:\Users\ADMINI~1.BDO\AppData\Local\Temp\9691F094-BDEA-485B-B048-A40031D57C41\" && exchange_backup_agent.exe "--archive_path" "C:\\Users\\ADMINI~1.BDO\\AppData\\Local\\Temp\\9691F094-BDEA-485B-B048-A40031D57C41\\meta\\" "--archive_name" "meta">09AF3BDE-84B0-44BA-9267-2C524DE3DFE7 ».
--------------------
Code d'erreurs : 139
Module : 83
LineInfo : 8551c5c00e774fa9
Champs :
Message : Échec du traitement de l'appel d'API invité du « ListProcessesInGuest ».
--------------------
Code d'erreurs : 257
Module : 83
LineInfo : 8551c5c00e774fcc
Champs : faultTypeId : 140
Message : Code de défaut SOAP : '12', Description : 'The guest operations agent could not be contacted.', Détails : 'Aucun detail.'
--------------------

Please could you help me?

Thanks

Fri, 02/14/2014 - 02:17
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Posts: 22
Comments: 3800

Hi Jean-Christopher,

The 'The guest operations agent could not be contacted.' error is thrown by VMware Tools when vmProtect tries to perform standard "ListProcessesInGuest" call. On our side we were investigating the "vim.fault.GuestOperationsUnavailable" VMware Tools failure and found out that typically the problem is solved by running Windows native backup inside the Exchange VM which truncates the Exchange logs. What happens is that the VMware Tools are performing actions which require guest OS resources inside the VM and while Exchange machines are pretty full on RAM, quite often it's consumed nearly by 100% which means that VMware Tools don't have enough RAM resources to run. Clearing up the transactions logs manually (or free up RAM somehow differently) allow Exchange services to consume less RAM and thus run VMware Tools properly. In order to confirm it you can check the memory consumption in Task Manager inside the guest OS while tyring to run application-aware backup of it. The idea is to see whether the RAM consumption is high or not while the app-aware backup runs.

See also additional possible solutions in http://kb.acronis.com/content/45266 knowledge base article.

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

Fri, 02/14/2014 - 09:20
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