Troubleshoot Azure Backup Server
Use the information in the following tables to troubleshoot errors that you encounter while using Azure Backup Server.
We recommend you perform the following validation, before you start troubleshooting Microsoft Azure Backup Server (MABS):
- Ensure Microsoft Azure Recovery Services (MARS) Agent is up to date
- Ensure there's network connectivity between MARS agent and Azure
- Ensure Microsoft Azure Recovery Services is running (in Service console). If necessary, restart and retry the operation
- Ensure 5-10% free volume space is available on scratch folder location
- If registration is failing, then ensure the server on which you're trying to install Azure Backup Server isn't already registered with another vault
- If Push install fails, check if DPM agent is already present. If yes, then uninstall the agent and retry the installation
- Ensure no other process or antivirus software is interfering with Azure Backup
- Ensure that the SQL Agent service is running and set to automatic in the MABS server
Configure antivirus for MABS server
MABS is compatible with most popular antivirus software products. We recommend the following steps to avoid conflicts:
- Disable real-time monitoring - disable real-time monitoring by the antivirus software for the following:
C:\Program Files<MABS Installation path>\XSDfolder
C:\Program Files<MABS Installation path>\Tempfolder
- Drive letter of Modern Backup Storage volume
- Replica and transfer logs: To do this, disable real-time monitoring of dpmra.exe, which is located in the folder
Program Files\Microsoft Azure Backup Server\DPM\DPM\bin. Real-time monitoring degrades performance because the antivirus software scans the replicas each time MABS synchronizes with the protected server, and scans all affected files each time MABS applies changes to the replicas.
- Administrator console: To avoid an impact on performance, disable real-time monitoring of the csc.exe process. The csc.exe process is the C# compiler, and real-time monitoring can degrade the performance because the antivirus software scans files that the csc.exe process emits when it generates XML messages. CSC.exe is located in the following paths:
- For the MARS agent installed on the MABS server, we recommend that you exclude the following files and locations:
C:\Program Files\Microsoft Azure Backup Server\DPM\MARS\Microsoft Azure Recovery Services Agent\bin\cbengine.exeas a process
C:\Program Files\Microsoft Azure Backup Server\DPM\MARS\Microsoft Azure Recovery Services Agent\folder
- Scratch location (if you're not using the standard location)
- Disable real-time monitoring on the protected server: Disable the real-time monitoring of dpmra.exe, which is located in the folder
C:\Program Files\Microsoft Data Protection Manager\DPM\bin, on the protected server.
- Configure anti-virus software to delete the infected files on protected servers and the MABS server: To prevent data corruption of replicas and recovery points, configure the antivirus software to delete infected files, rather than automatically cleaning or quarantining them. Automatic cleaning and quarantining might cause the antivirus software to modify files, making changes that MABS can't detect.
You should run a manual synchronization with a consistency. Check the job each time that the antivirus software deletes a file from the replica, even though the replica is marked as inconsistent.
MABS installation folders
The default installation folders for DPM are as follows:
C:\Program Files\Microsoft Azure Backup Server\DPM\DPM
You can also run the following command to find the install folder path:
Reg query "HKLM\SOFTWARE\Microsoft\Microsoft Data Protection Manager\Setup"
Invalid vault credentials provided
|Registering to a vault||Invalid vault credentials provided. The file is corrupted or does not have the latest credentials associated with the recovery service.||Recommended action:
Replica is inconsistent
|Backup||Replica is inconsistent||Verify that the automatic consistency check option in the Protection Group Wizard is turned on. For more information about replication options and consistency checks, see this article .
Online recovery point creation failed
|Backup||Online recovery point creation failed||Error Message: Windows Azure Backup Agent was unable to create a snapshot of the selected volume.
Workaround: Try increasing the space in replica and recovery point volume.
Error Message: The Windows Azure Backup Agent cannot connect to the OBEngine service
Workaround: verify that the OBEngine exists in the list of running services on the computer. If the OBEngine service is not running, use the "net start OBEngine" command to start the OBEngine service.
Error Message: The encryption passphrase for this server is not set. Please configure an encryption passphrase.
Workaround: Try configuring an encryption passphrase. If it fails, take the following steps:
The original and external DPM servers must be registered to the same vault
|Restore||Error code: CBPServerRegisteredVaultDontMatchWithCurrent/Vault Credentials Error: 100110
Error message: The original and external DPM servers must be registered to the same vault
|Cause: This issue occurs when you're trying to restore files to the alternate server from the original server using the External DPM recovery option, and if the server that's being recovered and the original server from where the data is backed-up are not associated with the same Recovery Services vault.
Workaround To resolve this issue ensure both the original and alternate server are registered to the same vault.
Online recovery point creation jobs for VMware VM fail
|Backup||Online recovery point creation jobs for VMware VM fail. DPM encountered an error from VMware while trying to get ChangeTracking information. ErrorCode - FileFaultFault (ID 33621)||
The agent operation failed because of a communication error with the DPM agent coordinator service on the server
|Pushing agent(s) to protected servers||The agent operation failed because of a communication error with the DPM Agent Coordinator service on <ServerName>.||If the recommended action shown in the product doesn't work, then perform the following steps:
Setup could not update registry metadata
|Installation||Setup could not update registry metadata. This update failure could lead to overusage of storage consumption. To avoid this update the ReFS Trimming registry entry.||Adjust the registry key SYSTEM\CurrentControlSet\Control\FileSystem\RefsEnableInlineTrim. Set the value Dword to 1.|
|Installation||Setup could not update registry metadata. This update failure could lead to overusage of storage consumption. To avoid this, update the Volume SnapOptimization registry entry.||Create the registry key SOFTWARE\Microsoft Data Protection Manager\Configuration\VolSnapOptimization\WriteIds with an empty string value.|
Registration and agent-related issues
|Pushing agent(s) to protected servers||The credentials that are specified for the server are invalid.||If the recommended action that's shown in the product doesn't work, take the following steps:
Try to install the protection agent manually on the production server as specified in this article.
|Azure Backup Agent was unable to connect to the Azure Backup service (ID: 100050)||The Azure Backup Agent was unable to connect to the Azure Backup service.||If the recommended action that's shown in the product doesn't work, take the following steps:
1. Run the following command from an elevated prompt: psexec -i -s "c:\Program Files\Internet Explorer\iexplore.exe. This opens the Internet Explorer window.
2. Go to Tools > Internet Options > Connections > LAN settings.
3. Change the settings to use a proxy server. Then provide the proxy server details.
4. If your machine has limited internet access, ensure that firewall settings on the machine or proxy allow these URLs and IP address.
|Azure Backup Agent installation failed||The Microsoft Azure Recovery Services installation failed. All changes that were made to the system by the Microsoft Azure Recovery Services installation were rolled back. (ID: 4024)||Manually install Azure Agent.|
Configuring protection group
|Configuring protection groups||DPM could not enumerate the application component on the protected computer (protected computer name).||Select Refresh on the configure protection group UI screen at the relevant datasource/component level.|
|Configuring protection groups||Unable to configure protection||If the protected server is a SQL server, verify that the sysadmin role permissions have been provided to the system account (NTAuthority\System) on the protected computer as described in this article.|
|Configuring protection groups||There is insufficient free space in the storage pool for this protection group.||The disks that are added to the storage pool should not contain a partition. Delete any existing volumes on the disks. Then add them to the storage pool.|
|Policy change||The backup policy could not be modified. Error: The current operation failed due to an internal service error [0x29834]. Please retry the operation after some time has passed. If the issue persists, contact Microsoft support.||Cause:
This error occurs under three conditions: when security settings are enabled, when you try to reduce retention range below the minimum values specified previously, and when you're on an unsupported version. (Unsupported versions are those lower than Microsoft Azure Backup Server version 2.0.9052 and Azure Backup Server update 1.)
To proceed with policy-related updates, set the retention period above the minimum retention period specified. (The minimum retention period is seven days for daily, four weeks for weekly, three weeks for monthly or one year for yearly.)
Optionally, another preferred approach is to update the backup agent and Azure Backup Server to leverage all the security updates.
|Backup||An unexpected error occurred while the job was running. The device is not ready.||If the recommended action that's shown in the product doesn't work, take the following steps:
|Backup||If you are backing up only system state, verify that there is enough free space on the protected computer to store the system state backup.||
|Backup||Back up failure for BMR||If the BMR size is large, move some application files to the OS drive and retry.|
|Backup||The option to reprotect a VMware VM on a new Microsoft Azure Backup Server does not show as available to add.||VMware properties are pointed at an old, retired instance of Microsoft Azure Backup Server. To resolve this issue:
|Backup||Error while accessing files/shared folders||Try modifying the antivirus settings as suggested in this article Run antivirus software on the DPM server.|
|Change passphrase||The security PIN that was entered is incorrect. Provide the correct security PIN to complete this operation.||Cause:
This error occurs when you enter an invalid or expired security PIN while you're performing a critical operation (such as changing a passphrase).
To complete the operation, you must enter a valid security PIN. To get the PIN, sign in to the Azure portal and go to the Recovery Services vault. Then go to Settings > Properties > Generate Security PIN. Use this PIN to change the passphrase.
|Change passphrase||Operation failed. ID: 120002||Cause:
This error occurs when security settings are enabled, or when you try to change the passphrase when you're using an unsupported version.
To change the passphrase, you must first update the backup agent to the minimum version, which is 2.0.9052. You also need to update Azure Backup Server to the minimum of update 1, and then enter a valid security PIN. To get the PIN, sign into the Azure portal and go to the Recovery Services vault. Then go to Settings > Properties > Generate Security PIN. Use this PIN to change the passphrase.
Configure email notifications
|Setting up email notifications using a work or school account||Error ID: 2013||Cause:
Trying to use work or school account
When you're changing the SMTP server address, make the change to the new settings, close the settings box, and then reopen it to be sure it reflects the new value. Simply changing and testing might not always cause the new settings to take effect, so testing it this way is a best practice.
At any time during this process, you can clear these settings by closing the DPM console and editing the following registry keys: HKLM\SOFTWARE\Microsoft\Microsoft Data Protection Manager\Notification\
Delete SMTPPassword and SMTPUserName keys. You can add them back to the UI when you launch it again.
This section covers the common errors that you might encounter while using Azure Backup Server.
|Error message||Recommended action|
|Backup failed because the disk-backup replica is either invalid or missing.||To resolve this issue, verify the below steps and retry the operation:
1. Create a disk recovery point
2. Run consistency check on datasource
3. Stop protection of datasource and then reconfigure protection for this data source
|Error message||Recommended action|
|Source volume snapshot failed because metadata on replica is invalid.||Create a disk recovery point of this datasource and retry online backup again|
|Error message||Recommended action|
|Source volume snapshot failed due to inconsistent datasource replica.||Run a consistency check on this datasource and try again|
|Error message||Recommended action|
|Backup failed as the disk-backup replica could not be cloned.||Ensure that all previous disk-backup replica files (.vhdx) are unmounted and no disk to disk backup is in progress during online backups|