Error code | Information in the Details message | Cause | Solution |
CLOUD_ASSIST_NOT_RUN | Cloud assistant Not started | Cloud Assistant is not started. | Log on to the Elastic Compute Service (ECS) console and check whether Cloud Assistant runs as expected. For more information, see O&M and monitoring FAQ. |
RoleNotExist | Your Alibaba Cloud account is not authorized. | Your Alibaba Cloud account does not have the required permissions. | Log on to the Security Center console by using your Alibaba Cloud account or a Resource Access Management (RAM) user to which the AliyunRAMFullAccess policy is attached. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, click Authorize Now and assign the AliyunServiceRoleForHbrEcsBackup and AliyunServiceRoleForSas roles to the account that you use. |
CLIENT_CONNECTION_ERROR | The client connection is abnormal. Check the ECS instance network and try again. | The network connection fails. | Important Please check if any third-party antivirus software is installed on the server. If installed, uninstall it before proceeding with the following steps. Perform the following operations to troubleshoot network connection issues: Log on to your ECS instance, run the ping or telnet command to test the connectivity between the ECS instance and the anti-ransomware endpoint, and then check whether firewall policies are configured for the ECS instance. For more information about anti-ransomware endpoints, see Anti-ransomware endpoints. After you troubleshoot network connection issues, perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server, click Uninstall in the Actions column. After the server is uninstalled, click Install to reinstall the anti-ransomware agent.
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ECS_ROLE_POLICY_NOT_EXIST | ECS role does not have AliyunECSAccessingHBRRolePolicy | The AliyunECSAccessingHBRRolePolicy policy is not attached to the RAM role that your ECS instance assumes, which causes the failure to install the anti-ransomware agent. | Perform the following operations to troubleshoot policy issues and then reinstall the anti-ransomware agent: Attach the AliyunECSAccessingHBRRolePolicy policy to the RAM role that your ECS instance assumes. For more information, see What can I do if the error message "The strategy of AliyunECSAccessingCloud BackupRolePolicy is missing on EcsRamRole. Please refer to the FAQ for authorization" appears when I install the Cloud Backup backup client on an ECS instance? Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Install in the Actions column.
Important After you attach the AliyunECSAccessingHBRRolePolicy policy to the RAM role that your ECS instance assumes, the anti-ransomware agent is not automatically installed on the ECS instance. |
CHECK_ACTIVATION_COMMAND_TIMEOUT | The activation command times out. | The installation of the anti-ransomware agent times out. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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ECS_STOPPED | The ECS instance is not started. | The anti-ransomware agent fails to be installed because the ECS instance is not started. | Perform the following operations to start the ECS instance and then reinstall the anti-ransomware agent: Log on to the ECS console and start the ECS instance. For more information, see Start an instance. Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Install in the Actions column.
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UNINSTALL_FAILED | Failed to uninstall client | The anti-ransomware agent fails to be uninstalled because the execution of the Cloud Assistant command times out. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the server from which the anti-ransomware agent fails to be uninstalled and click Delete in the Actions column to remove the server from the anti-ransomware policy. Note The system requires approximately 2 minutes to remove the server from the anti-ransomware policy. Wait until the server is removed. Apply the anti-ransomware policy to the server. For more information, see Edit an anti-ransomware policy. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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INSTALL_FAILED | Installation failed | The anti-ransomware agent fails to be installed because the execution of the Cloud Assistant command times out. | Perform the following operations to reinstall the anti-ransomware agent: Make sure that the Security Center agent on the server is online. To check the status of the Security Center agent on a server, find the server in the list of servers that are protected by anti-ransomware policies, and view the value in the Agent Status column. If the Security Center agent on the server is offline, troubleshoot the issue. For more information, see Troubleshoot why the Security Center agent is offline. Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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UPGRADE_FAILED | Upgrade failed | The upgrade of the anti-ransomware agent fails. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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AGENT_NOT_RUN_AFTER_INSTALLATION | Post-installation services not started | After you install the anti-ransomware agent, the agent is not started because some registry entries of the agent that you previously uninstall are retained. | Perform the following operations to clear the registry entries and reinstall the agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. Clear the following registry entries based on the version of the anti-ransomware agent that is installed: On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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FAILED_TO_DOWNLOAD_INSTALLER | Failed to download the installation package | The installation package of the anti-ransomware agent fails to be downloaded because the network connection fails. | Perform the following operations to troubleshoot network connection issues: Log on to your ECS instance, run the ping or telnet command to test the connectivity between the ECS instance and the anti-ransomware endpoint, and then check whether firewall policies are configured for the ECS instance. For more information about anti-ransomware endpoints, see Anti-ransomware endpoints. After you troubleshoot network connection issues, perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Install in the Actions column.
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PRECHECK_COMMAND_FAILED | Preflight command failed | The execution of the Cloud Assistant command times out. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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INSTALL_COMMAND_TIMEOUT | Install Command timeout | The anti-ransomware agent fails to be installed because the installation command times out. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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ServiceUnavailable | ServiceUnavailable | Your Alibaba Cloud account does not have the required permissions, or the queries per second (QPS) exceeds the upper limit. | Log on to the Security Center console by using your Alibaba Cloud account. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, click Authorize Now and assign the AliyunServiceRoleForHbrEcsBackup and AliyunServiceRoleForSas roles to your Alibaba Cloud account. If the issue persists after the required permissions are granted, submit a ticket for consultation and start a live chat for support.
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CONFLICT_WITH_EXISTING_AGENT | Conflict with existing client | The anti-ransomware agent fails to be installed because the agent is already installed. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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ACTIVATE_COMMAND_FAILED | An error occurs on the agent. You can reinstall the agent to restore normal service operations. If the issue persists, submit a ticket for consultation and start a live chat for support. | An error occurs on the anti-ransomware agent. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column. If the issue persists, submit a ticket for consultation and start a live chat for support.
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CHECK_RUNNING_COMMAND_FAILED | Check service startup command failed | A service error occurs. | Perform the following operations to reinstall the anti-ransomware agent: Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Uninstall in the Actions column to uninstall the anti-ransomware agent from the server. After you uninstall the anti-ransomware agent, the status of the agent for the server changes to Not Installed. On the Anti-ransomware for Servers tab, find the required server and click Install in the Actions column.
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INSTALL_COMMAND_FAILED | Installation Command failed | The installation of the anti-ransomware agent is blocked by the security software installed on the server. | Uninstall the security software installed on the server. Log on to the Security Center console. On the Anti-ransomware page, click the Anti-ransomware for Servers tab. On this tab, find the required server and click Install in the Actions column.
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