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vmProtect 9 - Backups funktionieren seit Wochen nicht...

Beginner
Posts: 2
Comments: 3

Hallo,

wir haben seit einigen Wochen Probleme mit Backups bei einigen Kunden.
Es fing bei einem Kunden an, doch mittlerweile betrifft es schon 3 Kunden und es ist immer der selbe Fehler.

Ich Poste hier einfach mal die Fehlermeldung aus einem der Backup Jobs:

Ausführen der angeforderten Aktion fehlgeschlagen.
Zusätzliche Info:
--------------------
Fehlercode: 13
Module: 149
Zeileninfo: d1ab7fa1e56eca4e
Felder:
Nachricht: Ausführen der angeforderten Aktion fehlgeschlagen.
--------------------
Fehlercode: 103
Module: 83
Zeileninfo: a859dd78cc91df40
Felder:
Nachricht: Öffnen der virtuellen Maschine fehlgeschlagen ([STORAGE02] W2K8/W2K8.vmx).
--------------------
Fehlercode: 253
Module: 83
Zeileninfo: c7610e0a857bedf4
Felder:
Nachricht: VMware-Fehler: 'Remote-Methodenaufruf ist fehlgeschlagen.'.
--------------------
Fehlercode: 32
Module: 0
Zeileninfo: c7610e0a857bedf4
Felder:
Nachricht: Erwarteter Task 'CreateSnapshot' fehlgeschlagen. Ursache: An error occurred while saving the snapshot: Failed to quiesce the virtual machine..

Wir haben schon dieses und jegliche andere Foren nach Lösungen durchforscht und haben schon folgende Lösungsvorschläge ausprobiert:
1. VMware Tools neu installieren (mit und ohne der VSS Option)
2. Virtual Applience neu aufgesetzt
3. Application Aware Funtkion deaktiviert (hat dann 1 mal funktioniert und seitdem wieder Fehlgeschlagen)

Info: Wenn man manuell einen Snapshot erstellen möchte, wird dieser Vorgang erfolgreich abgeschlossen, selbst mit "quiescing".

Es besteht die Vermutung, dass dieses Problem etwas mit dem "quiesce" oder "quiescing" der Virtuellen Maschine zu tun hat.
Wir wären sehr dankbar, wenn uns ein Support Mitarbeit oder ein Mitglied dieses Forums helfen könnte eine Lösung für dieses Problem zu finden.

Mit freundlichen Grüßen
Alexander Schmidt

Acronis Program Manager
Posts: 22
Comments: 3084

Hi Alexander,

In all cases when such error ("Failed to quiesce the virtual machine.") appears it is related to VMware and you can see the same error in the vSphere client connected to vCenter/ESXi host (Acronis Backup only passes this error into backup logs, but doesn't interfere with the snapshot process). The attempt to create snapshot of the VM from vSphere client with quiesced=on AND memory=off options will also fail in this case. Likely you've tried to capture snapshot with memory which will work even if quiescing option is turned on.

One possible case is that the snapshot fails to be created by VMware only occasionally, i.e. at different times. To confirm that the problem is unrelated to the backup product you can do the following:

1) Create snapshot of the VM from vSphere client manually with quiescing=on, memory=off options
2) If it succeeds then remove the snapshot and re-try the backup attempt.

The general rule is: as long as snapshot from vSphere works - the backup will also work.

In case quiesced snapshot fails the first thing to check is to look at Windows Event Log inside the VM for VSS-related errors and start troubleshooting from there. If there are no errors then you should try capturing system state backup using native Windows Backup tool inside the VM. In case Windows Backup succeeds, while snapshot from vSphere still fails - the problem is likely related to VMware. Otherwise - the problem is in some VSS writer inside the VM.

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

Beginner
Posts: 0
Comments: 1

Hi Vasily,

Alexander mentioned it, we already made a snapshot in vmware short after Acronis Backup faild, quiescing=on, memory=off, and it was two times successful, also no problem with deletion.
We have this behavior at many customers now and its always the same error. At some customers it worked to deactivate the application-aware backup, but only for 1 try, after that it failed again with the quiescing error.
VMware vSphere Essentials (ESXi 5.5) + Server 2008/Server 2008 R2 is always the combination.

Can we provide you some log files that would help finding the source of the problem?

Regards,
Chris

Acronis Program Manager
Posts: 22
Comments: 3084

Hi Chris,

To confirm the symptoms can you please attach vmware.log from the datastore folder of the affected VM? This file should be captured after successful creation/removal of snapshot + failed backup attempt, so that I can compare the differences in the flow in the same vmware.log file.

Also you can try enabling snapshot re-tries in the backup settings: Backup Options->Error Handling->Re-try failed VM processing (this option is disabled by default). We've added this option specifically to workaround intermittent snapshot failures (which is happening quite often in vSphere unfortunately - snapshot can be taken at one time and fails to be created at 2nd attempt).

Note that application-aware backup option will work only if quiescing of the VM works properly i.e. it's not disabled in VM properties and VSS is used properly inside the VM. The backup without application-aware option will work even if you disable quiescing by adding disk.EnableUUID=false parameter into VM configuration - this action would disable VSS processing inside VM and snapshot from vSphere (even with quiescing=on option) will be created stably.

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

Beginner
Posts: 2
Comments: 3

Thanks for your help, but the problem has been resolved.
I apologize for answering so late, but honestly we forgot about posting after we resolved the issue.

Best Regards,
Alexander Schmidt