Troubleshooting in Cloud Backup

This section describes typical problems you may encounter while using Cloud Backup and gives troubleshooting recommendations.

• Why cannot I add a VM or Delphi BareMetal server to Cloud Backup?

• How do I reconnect a VM or BareMetal server deleted from Cloud Backup?

• How do I reconnect a VM or BareMetal server to Cloud Backup after recovering its backup to another VM or server?

• Error when trying to recover a VM or BareMetal server from a backup

• Error when connecting to a Windows VM

• How do I update the Cloud Backup agent on a VM?

• Why are backups no longer operational after the OS update?

• Creating incremental backups takes longer than usual

• In Linux, Out-Of-Memory Killer (OOM Killer) kills the Cloud Backup agent process

• How do I restore a VM or BareMetal server with LVM from a backup?

Why cannot I add a VM or Delphi BareMetal server to Cloud Backup?Why cannot I add a VM or Delphi BareMetal server to Cloud Backup?

Make sure that:

How do I reconnect a VM or BareMetal server deleted from Cloud Backup?How do I reconnect a VM or BareMetal server deleted from Cloud Backup?

If you have deleted a VM or BareMetal server from Cloud Backup and want to reconnect it to the service, follow this guide:

How do I reconnect a VM or BareMetal server to Cloud Backup after restoring its backup to another VM or server?How do I reconnect a VM or BareMetal server to Cloud Backup after restoring its backup to another VM or server?

I get an error when trying to restore a VM or BareMetal server from a backupI get an error when trying to restore a VM or BareMetal server from a backup

Error message:

Not all of the items are mapped. Please, check your goal instance and its volumes.

The error occurs because Cloud Backup cannot find a suitably sized disk on the target VM.

The boot disk of the target VM or BareMetal server must be at least the size of that of the source VM.

Check the target VM disks and increase their size as needed. You can also use another VM or BareMetal server with suitable parameters.

Error when connecting to a Windows VMError when connecting to a Windows VM

Error message:

Fetching agent id from config
Iteration 0: The term 'acropsh' is not recognized as the name of a cmdlet, function, script file, or operable program. Check the spelling of the name, or if a path was included, verify that the path is correct and try again.

Make sure that:

• Cloud Backup supports the VM operating system.
• Service account linked to the VM has the backup.editor role.
• Network access for your VM is enabled.
• The PowerShell execution policies allow scripts. If not, allow scripts and restart PowerShell. For more information, see the Microsoft documentation.

How do I update the Cloud Backup agent on a VM?How do I update the Cloud Backup agent on a VM?

See this guide: Updating the Cloud Backup agent on a VM.

Why are backups no longer created after the OS update?Why are backups no longer created after the OS update?

Updating the Linux kernel on a VM or BareMetal server connected to Cloud Backup may affect the performance of the Cloud Backup agent: it will not be able to create a backup of the VM/server or recover the VM/server from a backup.

This may affect the agent’s performance, since the SnapAPI module (developed by the backup provider for the agent to work with disks and built by the DKMS framework for a specific Linux kernel) may not update after updating the kernel and may therefore cease to match the kernel version.

To restore the Cloud Backup agent’s performance affected by a Linux kernel update, you need to update the version of the Linux kernel headers DKMS refers to when building the SnapAPI module. Once the kernel header version matches the kernel version, DKMS will rebuild the SnapAPI module for the required Linux kernel version at the next start of the VM or BareMetal server.

To update Linux kernel header versions, follow these tutorials: Restoring the Cloud Backup agent on a VM and Restoring the Cloud Backup agent on a BareMetal server.

Creating incremental backups of a VM or BareMetal server is taking longer than usualCreating incremental backups of a VM or BareMetal server is taking longer than usual

Antivirus activity may affect the time required to create incremental backups under a policy with the fast backup option enabled (fastBackupEnabled). For more information, see Interaction with an antivirus.

In Linux, Out-Of-Memory Killer (OOM Killer) kills the Cloud Backup agent processIn Linux, Out-Of-Memory Killer (OOM Killer) kills the Cloud Backup agent process

For faster data backup and recovery, the Cloud Backup agent can consume significant amounts of RAM of the backed up resource, i.e., virtual machine or BareMetal server. The agent can even use up all the available RAM, which in some cases may disrupt the resource's other services and make it impossible to complete the backup or recovery process.

To prevent such issues, limit the amount of data the agent caches in RAM.

How do I restore a VM or BareMetal server with LVM from a backup?How do I restore a VM or BareMetal server with LVM from a backup?

If you are using LVM to manage the disk space of the protected resource, learn how to restore resources with LVM in Cloud Backup.