Cloud Backup:How do I troubleshoot and handle the status exceptions on a Cloud Backup client?

Issue

In the Cloud Backup console, the following errors occur: The status of a Cloud Backup client is "Stopped", and the message "The Cloud Backup client is not connected properly" appears. The status of a backup job is "Failed", and the message "The backup fails because the backup client loses connection" appears.

Cause

• The process of the Cloud Backup client encounters an exception. For example, the process has stopped.

• The network connection between the Cloud Backup client and server is abnormal. For example, the network is disconnected, messages are intercepted by the firewall, or the client settings are incorrect.

• The Cloud Backup client fails to be registered. For example, the network interface controller (NIC) of the on-premises server is replaced.

Solution

1. Check the status of the Cloud Backup client.

   Windows

   Windows supports both the old and new Cloud Backup clients. The two versions of Cloud Backup clients have different service names on Windows.

   • The service name of the new Cloud Backup client is Alibaba Cloud Hybrid Backup Service.

   • The service name of the old Cloud Backup client is Aliyun Hybrid Backup Service.

   You can use the following method to view the status of the Cloud Backup client:

   • View the status of the service.

     Note

     Before you change the startup type of the service, you must understand the features and usage of the service to prevent adverse effects on the system. For some services, you may need to perform operations as an administrator.

     1. Open Server Manager by using one of the following methods:

        • Press Win+R. In the Run dialog box, enter services.msc.

        • In the Windows search bar, enter Service and click Services.

     2. In the Services window, view Windows services.

        • To start the service, double-click the service name. In the Properties window, click Start.

        • To stop the service, double-click the service name. In the Properties window, click Stop.

     3. View the status of the local backup service. If the backup service is in the Running state, the Cloud Backup client is running properly.

        • If the Cloud Backup client is not running properly, you can right-click the backup service and select Restart from the shortcut menu to restart the service.

        • If the Cloud Backup client still does not run properly, you can uninstall and reinstall the client. For more information, see How do I uninstall a Cloud Backup client? and Download and activate a Cloud Backup client for Windows.

   Linux

   Linux supports both the old and new Cloud Backup clients. The two versions of Cloud Backup clients have different process names on Linux.

   • The process name of the new Cloud Backup client is hbrclient.

   • The process name of the old Cloud Backup client is hybridbackup.

   New Cloud Backup client (hbrclient)

   You can use the following methods to view the status of the Cloud Backup client:

   • View the status of the process.

     Run the systemctl status hbrclient, service hbrclient status, or ps axu|grep hbrclient command to check the status of the Cloud Backup client. If the command output contains active or run, the Cloud Backup client is started and running properly.

   • Check whether the port is enabled properly.

     Run the netstat -lpt | grep hbrclient command to check the port status. If the port is in the LISTEN state, the port is enabled properly.

     tcp6       0      0 [::]:43565              [::]:*                  LISTEN      1727/hbrclient

   Old Cloud Backup client (hybridbackup)

   You can use the following methods to view the status of the Cloud Backup client:

   • View the status of the process.

     Run the ps axu|grep hybridbackup command. If a result is returned, the Cloud Backup client is started and running properly.

   • Check whether port 8011 is enabled properly.

     Run the lsof -i:8011 command to check the port status. If the port is in the LISTEN state, the port is enabled properly. If command not found is returned, you can run the yum install lsof or apt install lsof command to install lsof and try again.

     COMMAND     PID USER   FD   TYPE   DEVICE SIZE/OFF NODE NAME
     hybridbac 11477 username    5u  IPv6 10625414      0t0  TCP *:8011 (LISTEN)

   Restart or reinstall the Cloud Backup client

   • If the Cloud Backup client is not running properly, you can restart the client.

     Note

     Different commands are used on different Linux operating systems:

     Run the following commands to restart the new Cloud Backup client:

     • systemctl restart hbrclient

     • systemctl restart hbrclientupdater

     Run the following commands to restart the old Cloud Backup client:

     • systemctl restart hybridbackup

     • systemctl restart updater

   • If the Cloud Backup client still does not run properly, you can uninstall and reinstall the client. For more information, see How do I uninstall a Cloud Backup client? and Download and activate a Cloud Backup client for Linux.

   For more information about how to view the logs of the Cloud Backup client, see Where do I view the default installation path and logs of a Cloud Backup client?

2. Check the logs and network.

   Check the logs and network of the Cloud Backup client. Then, reset and reactivate the client.

   1. Check the logs.

      Note

      The new Cloud Backup client is installed in one of the following paths by default. The following paths are for reference only. The actual installation path may be different.

      • On Windows, you can view the logs in the C:\Program Files\Aliyun Hybrid Backup Service Client\logs path.

      • On Linux, you can view the logs in the /opt/alibabacloud/hbrclient/logs path.

      1. Open the log file and search for Failed to register client. AppError: ErrorCode=.

      2. If the value of the ErrorCode parameter is InvalidInstanceId, the network connection is normal but the Cloud Backup client fails to be registered. Perform Step iii.

      3. If the value of the ErrorCode parameter is not InvalidInstanceId, restart the Cloud Backup service. On Linux, you can run the service hbrclient restart command to restart the Cloud Backup service.

      4. If the exception persists, perform Step ii to check the network status.

      5. If the registration still fails, submit a ticket.

   2. Check the network status of the server.

      1. We recommend that you use the diagnostic tool for Cloud Backup clients to monitor the network. For more information about common network issues, see Common network issues.

      2. Open the network.log file of the client.

      3. If Failed on ping is included in the log file, a network exception has occurred. The exception may be caused by firewall and route configurations. Contact the IT engineer of the network where the server is located and set the Internet endpoint or ECS internal endpoint of the corresponding region. For more information about the endpoint, see What can I do if a client connection exception occurs?

      4. If Failed on ping is not included in the log file, perform Step iv.

   3. Check whether the NIC of the server has been replaced.

      Contact the IT engineer of the network where the server is located to check whether the NIC of the server has been replaced.

      1. If the NIC has been replaced, the MAC address of the server changes. As a result, the Cloud Backup client cannot be registered and the status of the client becomes abnormal. Perform Step vi to reactivate the Cloud Backup client.

      2. If the NIC has not been replaced, perform Step v.

   4. For the old Cloud Backup client, check whether the server has been cloned.

      Contact the IT engineer of the network where the server is located to check whether the server has been cloned.

      1. If the server has been cloned, the Cloud Backup client installed on the server has also been cloned. As a result, the Cloud Backup client on the cloned server fails to be registered.

         • If the Cloud Backup client on the original server is still in use, uninstall the Cloud Backup client on the cloned server and reinstall the Cloud Backup client.

         • If the Cloud Backup client on the original server is not in use, perform Step vi to reactivate the Cloud Backup client on the cloned server.

      2. If the server has not been cloned, perform Step v.

   5. Check whether the operating system of the server has been reinstalled.

      Note

      If the operating system of the server is reinstalled, the Cloud Backup client is disconnected from the Cloud Backup console. As a result, the status of the Cloud Backup client is displayed as Abnormal in the Cloud Backup console. After you reinstall the Cloud Backup client and register it, another Cloud Backup client with the same name appears.

      1. In this case, stop the new Cloud Backup client first.

      2. In the Cloud Backup console, obtain the reactivation command and token of the old Cloud Backup client. The client can be reactivated only if the client is disconnected for more than 1 hour. If Reactivate is unavailable, wait for a while and try again later.

      3. Run the obtained reactivation command in the corresponding client installation directory on the server.

      4. Wait until the status of the old Cloud Backup client is displayed as Activated in the Cloud Backup console.

      5. In the Cloud Backup console, uninstall the new Cloud Backup client where the exception occurs.

   6. If the exception persists, reactivate the Cloud Backup client.

      1. Log on to the Cloud Backup console.

      2. Select the data source of file backup.

         • ECS file backup

           In the left-side navigation pane, choose Backup > ECS File Backup.

         • On-premises file backup

           In the left-side navigation pane, choose Backup > On-Premises File Backup.

      3. In the top navigation bar, select a region.

      4. Find the Cloud Backup client that you want to reactivate, and choose More > Reactivate Client in the Actions column.

      5. In the Reactivate Client panel, copy the command. Then, run the command in the client installation directory on the server and wait until the Cloud Backup client is activated.

      After the client is activated, the value in the Client Status column changes to Activated.

   7. If the issue persists after you perform the preceding operations, submit a ticket.