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How do I fix failing VMware Backup Jobs?

In most cases a failed VM backup job will run correctly during subsequent runs. If a VM backup job fails two or more times in a row begin the troubleshooting steps outlined below.

  1. Attempt to perform a manual backup of the VM. If a manual backup works then the problem is related to something other than the backup process (Try Step 8 next). If a manual backup fails then something is wrong with the backup process (Try Step 2 next).
  2. Ensure the appliance can reach the VMware Host or vCenter Server on port 902 and 443 (not an issue if other VMs in the same environment are not having a problem).
  3. Remove any snapshots from the VM. In particular check for hidden snapshots by looking at the disk under “Edit Settings” to see if an index is appended to the VMDK file name. If any snapshots are present then remove them.
  4. On the web interface go to the Clients tab and edit the problem backup client. Uncheck the "Quiesce Data" checkbox in the VMware section. Try a manual backup after applying the change.
  5. If the error report contains the error "Change block tracking may need to be reset on this virtual machine" use the following link to enable or disable Change Block Tracking (CBT) -
  6. If the error report contains the error "Insufficient permissions in the host operating system" then the connection to the vCenter or vSphere Host may be down. Go to the Clients > VMware tab and click on the View Connections button. Right-click the vCenter or Host that is down (the Connected column doesn't display a blue check) and select Connect to reconnect or Properties to re-enter the login credentials.
  7. If the error report contains the error "VixEHOSTNETWORKCONNREFUSED: NBD_ERR_NETWORK_CONNECT" then the issue is on the VMware platform and/or SAN. Try rebooting the problem VM and attempting a manual backup. If it still fails contact VMware Support and/or your SAN vendor support.
  8. If all else fails try installing the client software on the VM and performing a backup using the software client method. See the CloudBackup Quickstart Guide for instructions.
  9. Change the priority and/or create a new schedule for the VM backup that is failing (make a copy of the old one). Observe if the backup fails on the new priority/schedule.

How do I fix client installation issues (client not detected in web interface)?

For backup clients with the software client installed (i.e. non-VMware backup clients) you may see a status other than a green check mark under the Status column on the Clients tab > Summary sub-tab. Below is a table of the various problem statuses and their potential resolutions.

The name given for the address of the client cannot be resolved. Check the DNS settings of the backup appliance and ensure that the given address is present in the DNS server’s database or try using the IP address rather than hostname.

The client is down or unreachable. If this status is displayed and the client can be reached by standard network protocols, the client may be behind a firewall that is blocking the TCP port that the backup agent uses. TCP ports 9101, 9102, and 9103 must be open in order for the backup agent to function properly.

The client is reachable, but the backup agent is not running. Try restarting the backup agent. In Windows restart the "Infrascale Backup and Restore Agent" in Services. For Linux servers run the following command: /etc/init.d/eversync-backup start

The backup agent is running, but the backup appliance cannot successfully communicate with the backup agent. 

This is mostly due to an authentication problem. Make sure that the client password on the Edit Client page and in the client’s configuration file are the same. If you change the client’s configuration file, make sure that you restart the backup agent on the client. Also, make sure that there is no firewall or antivirus software blocking communication and also that the correct software version for the OS is installed.

The client is not known to the system, or the system hasn’t yet attempted to contact the client. This status is normal for a brief period after the appliance has been restarted, after a client has been added but the configuration hasn’t been saved, or if the “configuration update pending” message is displayed at the top of the backup pages.

Client status information is polled periodically rather than being updated immediately. This means that it may take a minute or two after a client’s status changes for the change to be indicated on the screen.

How do I free up disk space on the appliance?

The backup jobs listed under the Jobs tab represent the actual data saved for that particular client. Each backup job takes up disk space on the appliance and thus deleting a backup job frees up disk space. Examine the Saved Bytes column to see how much disk space that backup job is using. Full backups will take up more space. Try deleting the oldest backup jobs first.

Click on the Unreferenced Data sub-tab under the Jobs tab to see data that should have been deleted but was left behind. Select any jobs here and delete them.

What happens if my appliance is unable to contact the license server?

Your appliance contacts the license server early every morning to report statistics for billing purposes. If the appliance is unable to contact the license server it will disable the backup service on the appliance preventing you from being able to perform backups or restores.

My appliance is unable to apply the latest update.

If you receive the error "Invalid update" when attempting to apply the latest software update try the following procedure.

  1. Delete the current update.
  2. Go to the System tab and Date/Time under the Basic menu on the left. Switch from NTP Servers to Manual Configuration, and change the date to a few weeks before the latest update was released. Click the Apply button.
  3. Click on Firmware Update under the Basic menu on the left and the Check Now to download the latest update again. Install the update and reboot the appliance.
  4. Once the appliance comes back up go back to the Date/Time setting and switch back to NTP Servers.

My appliance is not working correctly after making network changes.

If your appliance does not work correctly after making network changes, try rebooting the appliance.

How do I encrypt traffic on the web interface of my appliance?

If you wish to secure the web interface on the appliance using SSL, you can create a self-signed SSL certificate on the appliance. Go to the System tab and click on Certificate under the Tools menu on the left. Enter the details for your organization. The Common Name should be the Fully Qualified Domain Name (FQDN) of your appliance (e.g. Click the Submit button. You should now be able to access the web interface using https rather than http.

How do I save and download the configuration of the appliance?

If you wish to backup the settings of the appliance and download them off the appliance then go to the System tab and Save/Restore Configuration under the Tools menu on the left. Click the Save Configuration button to save and download the appliance settings to your computer. You can also come here to upload a saved configuration file in order to overwrite the current settings on the appliance.

How do I use the appliance as a NAS server?

You can use some of the disk space on your appliance as a Network Attached Storage (NAS) server. A NAS server allows remote users to use the appliance as a file sharing server to store files. Go to the System tab and click on NAS under the Tools menu on the left. Click the Help button in the upper right to see the instructions for creating shared folders and users.

What do I do if I lose my onsite appliance?

If you lose your onsite hardware appliance due to appliance hardware failure, an onsite disaster (e.g. building fire) or any other reason, you will still have access to the offsite virtual appliance. Replication of data to the offsite appliance is ongoing so your data should be up-to-date from the time of your last backup. If you have also lost your production servers due to an onsite disaster, you will have the ability to run one or two of your key servers on the offsite appliance itself if necessary. See the following documentation on configuring these disaster recovery features.

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