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Backup fails on one vm after ESXi host upgrade to v6.5.0, Acronis Backup for VMware Agent (build 9.2.10571)

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Recently upgraded our ESXi host to v6.5.0. One out of nine vm's backups fail. Any help would be much appreciated.

 

The operation 'Backing up' has failed.
Additional info: 
--------------------
Error code: 26
Module: 100
LineInfo: 48afbd3608a410ca
Fields: 
Message: The operation 'Backing up' has failed.
--------------------
Error code: 1080
Module: 1
LineInfo: 145a191bfe9050d1
Fields: 
Message: Failed to execute the operation.
--------------------
Error code: 1005
Module: 1
LineInfo: bb03ce40e9a37eea
Fields: 
Message: Cannot find any disk or volumes to back up. The operation has been terminated.
--------------------

Failed to get access to hard disk '[Local RAID5] hawkeye.lan - Labtech/hawkeye.lan - Labtech.vmdk'.
Additional info: 
--------------------
Error code: 23
Module: 83
LineInfo: c61573f663f5da1f
Fields: 
Message: Failed to get access to hard disk '[Local RAID5] hawkeye.lan - Labtech/hawkeye.lan - Labtech.vmdk'.
--------------------
Error code: 94
Module: 83
LineInfo: c61573f663f5d931
Fields: 
Message: Failed to open raw hard disk data file '[Local RAID5] hawkeye.lan - Labtech/hawkeye.lan - Labtech.vmdk'.
--------------------
Error code: 208
Module: 83
LineInfo: c61573f663f5d785
Fields: code : 14009
Message: VMware_VDDK: The server refused connection

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Hi,

The problem could be related to specifics of configuration of the problematic VM or the configuration of the backup agent which you use, e.g. Appliance or Windows Agent. To properly investigate the issue we'll need to check the VDDK logs reported by VMware when the mentioned disk is opened through VMware vStorage API. These logs are included into debug logs which can be enabled as described in this KB article.

Thank you.

In reply to by Vasily Semyonov

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Hi Vasily,
Thank you for your response. Here is the log information.

Thank you,

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Hi,

The log didn't seem to attach well to the thread here :( Can you please upload it to FTP link which I've sent you in a private message?

Thank you.

In reply to by Vasily Semyonov

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<

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Hi,

Even though there is no debug information in the logs (in debug logs there will be entries with tp="D" in the lines in log) there is the following core error reported by VMware VDDK - it's a basic error:

  <evt msg="VMware_VDDK: [NFC ERROR] NfcNewAuthdConnectionEx: Failed to connect to peer. Error: &#32;&#10;The most likely reason: Acronis Backup for VMware (former vmProtect 9) Agent has limited or no connection to RROR]NfcNewAuthdConnectionEx:Failedtoconnecttopeer.Error:. Make sure your Acronis Backup for VMware (former vmProtect 9) Agent is connected to network which has access to RROR]NfcNewAuthdConnectionEx:Failedtoconnecttopeer.Error:." j="000000CE" tm="12/05/17 10:13:53.025" tp="I"/>

This error indicates problems establishing NFC connection from the appliance virtual network to VMkernel networking on ESXi host on TCP port #902. The strange thing is that other VMs are backed up properly, while the above error affects only specific VM.

Also there is the following suspicious error in the log:

  <evt msg="Failed to release the resource.&#10;Additional info: &#10;--------------------&#10;Error code: 2&#10;Module: 469&#10;LineInfo: 2c7a0b848a167d57&#10;Fields: &#32;Type : VirtualMachineSnapshot, ID : /vs://752C3B8B-EE4F-4F09-8027-EEBF3B6F54EE?host=&amp;type=vmwesx/150/150-snapshot-1430&#10;Message: Failed to release the resource.&#10;--------------------&#10;Error code: 32778&#10;Module: 248&#10;LineInfo: c25b1498c08c3608&#10;Fields: &#10;Message: Failed to retrieve object access information.&#10;--------------------&#10;Error code: 32771&#10;Module: 248&#10;LineInfo: c25b1498c08c3603&#10;Fields: &#10;Message: Specified entry does not exists: '752c3b8b-ee4f-4f09-8027-eebf3b6f54ee'.&#10;--------------------" j="00000000" tm="23/05/17 19:12:45.417" tp="E"/>

It indicates problems cleaning up the traces left from previous backups executions there is an auto-cleanup logic implemented on appliance to get rid of such traces - the VM instance with UUID '752c3b8b-ee4f-4f09-8027-eebf3b6f54ee' cannot be found.

Both of the above issues can be investigated by taking a close look at the environment to check the VMs states, the ESXi host configuration (how networking is configured and where appliance is connected to) and the appliance state.

For initial localization of the issue it makes sense to deploy a fresh appliance and try to back up the problematic VM using it - this would let us check if the problem is related to particular appliance state (problems caused by leftovers present on appliance) or something else.

In either case you should contact our support team for assistance - it's nearly impossible to resolve such issues via forum (since checking the actual environment is crucial for proper analysis).

Thank you.

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Thank you very much for your assistance!

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Hi,

I seem to have missed the fact that you're running ESXi 6.5 version - the fact that backup runs properly for other VMs caused my confusion. Note that vSphere 6.5 is officially not supported by Acronis Backup for VMware.

VMware has changed a lot in terms of supporting this version via older versions of VDDK (in Acronis Backup for VMware we use VDDK 5.0.0b), so inconsistency may appear here if you try to use this combination.

The proper support for vSphere 6.5 was added in Acronis Backup 12.5 (since Acronis Backup 12 Update 3), so the general recommendation would be to upgrade to this version if you plan to use vSphere 6.5.

Thank you.