Kaseya BUDR 3.0 Technical Bulletin

Transcription

Kaseya Backup & Disaster Recovery 3.0 Backup Bulletin
Document Owner - Support
Version Control – Alan Davis
Author – John Nuttall / Andrew Doull
Kaseya BUDR 3.0 Technical Bulletin -Version 1.3 – released 23rd June 2009
Table of Contents
Backups using BUDR 3.0 .................................................................................................................... 4
Volume Backup.............................................................................................................................. 4
Preparation ............................................................................................................................... 4
Scheduling a Volume Backup ..................................................................................................... 7
Detailed Information ................................................................................................................. 7
Folder Backup ................................................................................................................................ 8
Preparation ............................................................................................................................... 8
Scheduling a Folder Backup ..................................................................................................... 11
Detailed Information ............................................................................................................... 11
BUDR 3.0 Backup Process Details ................................................................................................. 13
Script Flow for the Backup process .......................................................................................... 13
Detailed Steps of Backup Process ............................................................................................. 13
Backup Log Files ...................................................................................................................... 15
Troubleshooting BUDR 3.0 Backup Issues .................................................................................... 16
Collecting backup diagnostic information ................................................................................ 16
Collecting diagnostic information for non-responsive servers .................................................. 19
Offsite Replication using BUDR 3.0 .................................................................................................. 20
Introduction ................................................................................................................................ 20
Configuring an Offsite Server ....................................................................................................... 20
Offsite Folder Structure ........................................................................................................... 20
File Transfers ........................................................................................................................... 20
Using the Same Machine for the Local Server and Offsite Server.............................................. 21
Setting the Name/IP Address and Port ..................................................................................... 21
Testing the Offsite Configuration ............................................................................................. 21
Synthetic Backups .................................................................................................................... 21
Configuring an Onsite Server ....................................................................................................... 22
File Transfers ........................................................................................................................... 22
Troubleshooting BUDR 3.0 Offsite Replication ............................................................................. 23
Verifying Images using BUDR 3.0 ..................................................................................................... 24
Introduction ................................................................................................................................ 24
Verifying an Image ....................................................................................................................... 24
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Detailed Information ................................................................................................................... 24
Troubleshooting Verify Images using BUDR 3.0 ............................................................................ 24
Secure Zone .................................................................................................................................... 25
Introduction ................................................................................................................................ 25
Installing Secure Zone .................................................................................................................. 25
Detailed Information ................................................................................................................... 27
Troubleshooting Secure Zone Installation using BUDR 3.0............................................................ 27
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Backups using BUDR 3.0
Volume Backup
Preparation
Image Location
Before scheduling the backup you have to set the image location. To set the image location go to
Backup Tab -> Image location -> Select the machines that you wish to configure and set the UNC
path or local path in Volume and Folder path and click “Set”.
You can check the amount of free space available on any machine's image location directory by
checking the desired machine IDs and clicking the Check button. Also use this check to verify the
credential is set correctly for the client to access the image location.
You should not use a Domain Controller for the image location as this will prevent you using Auto
Recovery, CD Recovery or Universal Restore. See
http://kb.kaseya.com/article.asp?p=11855&article=300539 for details.
If you are backing up using a USB Drive, with the intention of restoring using AutoRecovery or CD
Recovery, you should confirm which drive letter is used by the Acronis Linux partition as this must
match the USB drive letter when mapped via Windows. To do this, boot on the machine using the
Universal Restore CD, and record which drive letter the USB drive uses. Then use a tool like USBDLM
(http://www.uwe-sieber.de/usbdlm_e.html) to ensure that the Windows USB drive letter matches
this.
Setting Credentials
The credentials are specified on the Agent Tab -> Set Credentials. The same credentials are used to
perform the backup and to access the UNC path where the image is to be saved. Admin rights are
required by Acronis to perform Volume Backups and in many cases also for folder backups. Ensure
that the credentials have these rights, as well as permission to write to the “Image Location”.
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If the machine is a workgroup machine, but the Image Location you are writing to is on a machine on
the domain, you must specify local credentials, and have a local administrator account on the
machine you are backing up with a user name and password which matches the domain credentials
on the location you are backing up to. This will use pass-through authentication to allow you to
access the domain based machine.
Complex Services and Databases
BUDR is an image based backup technology and BUDR backups may not back up complex services or
databases in a consistent state. For maximum resiliency and flexibility, you should configure a prescript to cycle any complex services prior to backing up using BUDR, in order to ensure that the
service is backed up in a consistent and recoverable state. This will also correctly clear down the
transaction logs of some database types such as Exchange.
Alternately, you can configure a built-in backup of the services, and then perform a Volume or Folder
Backup of the backed up file.
The following knowledge base articles describe how to back up specific complex services:
1. Active Directory: http://kb.kaseya.com/article.asp?p=11855&article=282026
2. Exchange: http://kb.kaseya.com/article.asp?p=11855&article=275161
3. SQL Server: http://kb.kaseya.com/article.asp?p=11855&article=300803
Configuring backups to use VSS will assist in ensuring complex services that support VSS are backed
up correctly.
Backing up the Kaseya Server Using BUDR
You should not perform the above process to cycle the SQL Server instance running the Kaseya
database however, as BUDR needs access to the Kaseya database to update the backup progress
while it is running.
For maximum flexibility and resiliency, Kaseya recommends that you configure a Folder Backup to
back up the following folders on your Kaseya server in addition to any other backups that you run on
the server:
C:\Kaseya\UserProfiles
C:\Kaseya\WebPages\ManagedFiles
C:\Kaseya\WebPages\banner\default\images\new
C:\Kaseya\WebPages\compact\default\images\new
C:\Kaseya\WebPages\themes\default\images\new
C:\Kaseya\WebPages\Access
*Note: Change 'C:\Kaseya' above as appropriate if you did not install the KServer to this default
install directory.
(See the knowledge base article http://kb.kaseya.com/article.asp?p=11855&article=270436 for
details).
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Confirm that the Schedule Folders schedule does not coincide with the Kaseya database backup
configured on the System tab > Configure page, and that the folder you have configured as the
Backup folder on KServer is included in folders in the Folder Backup.
You should not attempt to stop the SQL services or Kaseya Server services while running any BUDR
backup of your Kaseya server, as Kaseya requires write access to the SQL database in order to
update the backup results.
Backing up Domain Controllers in a multi-DC environment.
Restoring domain controllers in an environment running multiple domain controllers requires you
use Ntbackup to back up the system state. As a result, you cannot restore the domain controller to
alternate hardware. You should also not use Auto Recovery or CD Recovery to restore a domain
controller in this environment. See the knowledge base article
Universal Restore
In order to use Universal restore, in addition to all the requirements for Manual Restore, the disk
controller drivers are required. These are supplied with RAID controllers and other disk controllers.
These are the drivers that you would normally supply during the windows install process after
pressing "F6 to supply OEM mass storage controller driver".
Universal restore does have one particular area that needs to be checked. If you intend to restore a
machine using Universal Restore, there is the possibility that conflicting manufacturer drivers could
be loaded, which could lead to lock ups or blue screens on start up following the universal restore.
Many computer manufacturers such as Dell, IBM, HP, etc, will make use of a special registry key in
windows to specify the location of the drivers required, so that in the event of a system restore,
windows knows where to look for the drivers. This means that when restoring a dell image on to an
IBM machine, the restore will insert the dell drivers and this will cause a failure to boot. To avoid this
problem, the registry setting must be cleared before the backup takes place, to ensure that there is
no confusion when restoring.
The registry key is
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\DevicePath.
By default this value should be %systemroot%\inf, but you may find that manufacturers such as Dell
will add additional paths to this. If this is the case, then Acronis will use the drivers in that path,
which will cause a problem if the drivers are not suitable for the new hardware.
If you find over the course of testing, that your target hardware is not supported by the Universal
Restore ISO, it is still possible to prepare your system to restore to alternate hardware. See How to
move a Windows installation to different hardware (http://support.microsoft.com/kb/249694) for
details. Raise a support call with diagnostic information from the Troubleshooting a BUDR 3.0
Restore in this event, so that we can include the hardware support in a later Universal Restore ISO.
VSS
You may find the following information useful with regards to the correct configuration of VSS:
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1. Microsoft has released a number of hotfixes and tech notes for VSS for Windows 2003 and
Windows Vista, that you should apply for maximum stability and interoperability with the
BUDR client. You may find that these hotfixes improve or resolve issues that you are
experiencing with VSS. See http://kb.kaseya.com/article.asp?p=11855&article=277527 for
details.
2. You will need to evaluate whether to use VSS to backup Exchange. See
3. There is a known issue which can result in a VSS backup locking up the machine if the
machine has an EISA partition. Please see
Test the restore process regularly
No backup is ever complete until there has been a tested restore from the backup. You
should always test recovery from backups periodically in order that you understand the
recovery process and any potential issues are identified before you require a restore for
real.
This particular applies to disaster recovery scenarios. You should test the entire end to end disaster
recovery process using the hardware or virtual machine targets that will be available at the time of
your disaster recovery, document the process and ensure you store all the required components at
your disaster recovery location.
Scheduling a Volume Backup
To schedule a Volume backup go to Backup Tab -> Schedule Volumes. Select the machines that you
want to schedule the backup on and set the required options (Synthetic full / Incremental /
Differential / Number of backup sets / Reoccurring interval, etc.,). Click “Apply” to set each of the
settings. If it is the first time you have configured a backup, click “Schedule Full”. If you are just
updating settings, they will take effect the next time that the backup runs.
Detailed Information
The following is intended to provide detailed information about the backup process. You
can use these steps to see where in the backup sequence you are. This is not a complete
description of the process however, and not useful for diagnostic purposes. If you believe
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there is a problem with the installation, refer to the section on Troubleshooting BUDR 3.0
Backup Issues for details.
BUDR uses the following scripts for Volume backups.
Folder Backup
Preparation
Free Disk Space
The Folder Backup uses free disk space on the agent equal to the size of the files being backed up.
These are copied to the temp folder on the machine, as specified by the TMP and/or TEMP variables
for the machine. If you have limited disk space, change Windows TMP and TEMP variables to the
partition with the most free space available (right-click on My Computer -> Advanced ->
Environment Variables -> change the path for TEMP and TMP to the partition with lots of free space
-> reboot the computer).
Image Location
Before scheduling the backup you have to set the image location. To set the image location go to
Backup Tab -> Image location -> Select the machines that you wish to configure and set the UNC
path or local path in Volume and Folder path and click “Set”.
You can check the amount of free space available on any machine's image location directory by
checking the desired machine IDs and clicking the Check button. Also use this check to verify the
credential is set correctly for the client to access the image location.
You should not use a Domain Controller for the image location as this will prevent you using Auto
Recovery, CD Recovery or Universal Restore. See
If you are backing up using a USB Drive, with the intention of restoring using AutoRecovery or CD
Recovery, you should confirm which drive letter is used by the Acronis Linux partition as this must
match the USB drive letter when mapped via Windows. To do this, boot on the machine using the
Universal Restore CD, and record which drive letter the USB drive uses. Then use a tool like USBDLM
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(http://www.uwe-sieber.de/usbdlm_e.html) to ensure that the Windows USB drive letter matches
this.
Setting Credentials
The credentials are specified on the Agent Tab -> Set Credentials. The same credentials are used to
perform the backup and to access the UNC path where the image is to be saved. Admin rights are
required by Acronis to perform Volume Backups and in many cases also for folder backups. Ensure
that the credentials have these rights, as well as permission to write to the “Image Location”.
If the machine is a workgroup machine, but the Image Location you are writing to is on a machine on
the domain, you must specify local credentials, and have a local administrator account on the
machine you are backing up with a user name and password which matches the domain credentials
on the location you are backing up to. This will use pass-through authentication to allow you to
access the domain based machine.
Specifying the folders to backup
Specify the folders to be backed up under Backup Tab -> Folder Backup.
The Folder Backup page specifies files and folders backed up by Schedule Folders for each machine.
You may backup any number of files and folders. You can only specify one file or folder at a time.
You can also exclude specific files from being backed up within these folders. For example, you can
exclude *.avi, *.mp3, and *.bmp files when backing up someone's “My Documents” folder. Folder
Backup performs sector level backups. Sector level copying allows the system to backup locked and
in-use files so you can safely backup at any time of the day.
Complex Services and Databases
You should back up Complex Services and Databases using Volume backups – unless you are
specifically backing up data dumps or other files which are exported backups from the live database.
In this case, include these in the folders you specified to backup.
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Backing up the Kaseya Server Using BUDR
You should not perform the above process to cycle the SQL Server instance running the Kaseya
database however, as BUDR needs access to the Kaseya database to update the backup progress
while it is running.
For maximum flexibility and resiliency, Kaseya recommends that you configure a Folder Backup to
back up the following folders on your Kaseya server in addition to any other backups that you run on
the server:
<Kaseya_Installation_Directory>\WebPages\User Profiles
<Kaseya_Installation_Directory>\WebPages\ManagedFiles
<Kaseya_Installation_Directory>\WebPages\banner\default\images\new
<Kaseya_Installation_Directory>\WebPages\compact\default\images\new
<Kaseya_Installation_Directory>\WebPages\themes\default\images\new
<Kaseya_Installation_Directory>\WebPages\Access
(See the knowledge base article http://kb.kaseya.com/article.asp?p=11855&article=270436 for
details).
Confirm that the Schedule Folders schedule does not coincide with the Kaseya database backup
configured on the System tab > Configure page, and that the folder you have configured as the
Backup folder on KServer is included in folders in the Folder Backup.
You should not attempt to stop the SQL services or Kaseya Server services while running any BUDR
backup of your Kaseya server, as Kaseya requires write access to the SQL database in order to
update the backup results.
VSS
You may find the following information useful with regards to the correct configuration of VSS:
1. Microsoft has released a number of hotfixes and tech notes for VSS for Windows 2003 and
Windows Vista, that you should apply for maximum stability and interoperability with the
BUDR client. You may find that these hotfixes improve or resolve issues that you are
experiencing with VSS. See http://kb.kaseya.com/article.asp?p=11855&article=277527 for
details.
2. You will need to evaluate whether to use VSS to backup Exchange. See
3. There is a known issue which can result in a VSS backup locking up the machine if the
machine has an EISA partition. Please see
Test the restore process regularly
No backup is ever complete until there has been a tested restore from the backup. You
should always test recovery from backups periodically in order that you understand the
recovery process and any potential issues are identified before you require a restore for
real.
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This particular applies to disaster recovery scenarios. You should test the entire end to end disaster
recovery process using the hardware or virtual machine targets that will be available at the time of
your disaster recovery, document the process and ensure you store all the required components at
your disaster recovery location.
Scheduling a Folder Backup
To schedule a Folder backup go to Backup Tab -> Schedule Folders. Select the machines that you
want to schedule the backup on and set the required options (Synthetic full / Incremental /
Differential / Number of backup sets / Reoccurring interval, etc.,). Click “Apply” to set each of the
settings. If it is the first time you have configured a backup, click “Schedule Full”. If you are just
updating settings, they will take effect the next time that the backup runs.
The following is intended to provide detailed information about the backup process. You
can use these steps to see where in the backup sequence you are. This is not a complete
description of the process however, and not useful for diagnostic purposes. If you believe
there is a problem with the installation, refer to the section on Troubleshooting BUDR 3.0
Backup Issues for details.
BUDR uses the following scripts for Folder backups.
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BUDR 3.0 Backup Process Details
The following is intended to provide detailed information about the backup process. You can use
these steps to see where in the backup sequence you are. This is not a complete description of the
process however, and not useful for diagnostic purposes. If you believe there is a problem with the
installation, refer to the section on Troubleshooting BUDR 3.0 Backup Issues for details.
Script Flow for the Backup process
 Full Volume Backup
o Unplug All Restore
o Prepare New Full Volume Backup / Prepare New Synthetic Full Volume Backup
o Backup Execute Variable Script
o Backup Volume Image
 Check Credential 1
 Check Credential 2
 Rename Volume Backups with GUID
 Get Backup Directory Listing
o Clean Volume Backup Restore
o Check TrueImageCmd Status
 Backup Done
o Backup Done Helper
 Get Backup Index Data
 Get Backup Directory Listing
Detailed Steps of Backup Process
1. The system checks for the TrueImageCmd.exe Process. (Acronis True Image Server supports
the command-line mode and enables backup automation by executing XML scripts).
TrueImageCmd.exe utility is one such tool supported by Acronis. It is located in the folder
where Acronis True Image Server has been installed, by default it is C:\Program
Files\Acronis\TrueImageServer.)
If it is running it will skip the backup process and write the following entry to the script log
“Backup is already running. Try unplugging at a later time”.
If TrueImageCmd.exe isn’t running then it will start the TrueImageCmd.exe and unplugs all
the previously mounted files related to the machine.
2. A folder structure is created in the image location and writes a readme.txt in image location
path, with synthetic backup it will stitch previous backup to form a new full backup (Separate
Image Location paths may be specified for volume and folder backups. Volume backups and
folder backups are saved as full backup sets. Each backup set gets its own folder. Backup files
have a '*.tib extension.)
Backup folders are organized by the GUID used to uniquely identify each machine ID.
By using the GUID instead of the machine ID, renaming the machine ID or assigning the
machine ID to a different group prevents the backup files from becoming unavailable. Two
extra, empty, folders in the same backup image location folder identify the machine ID
associated with each GUID. For instance, if you have a machine ID named xp-2.desktops and its
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GUID is 23947185569699039453952860 then folders might be organized as follows in the
image location folder:
3.
4.
5.
6.
7.
8.
9.
10.
11.
The first folder contains the backups. The second empty folder identifies the machine ID for a
GUID. The third empty folder identifies the GUID for a machine ID. If you have backups for
many machine IDs all stored in the same image location folder, you can use either of the two
empty cross-reference folders to identify the appropriate GUID backup folder, either by
machine ID or by GUID.
Run the “Backup Execute Variable” Script that checks for a Variable Value and will perform a
few operations related to automatic update disabling based on the value.
Next it will verify the credential by writing a file to the image location and deleting the file, if
this process fails, it will skip the backup process and write a script log entry stating
“Credential failed”.
If the test Credentials Script is passed, it copies the information of existing directories and
files list from image location to existingBackups.txt file, then it will move this file to agent
temp directory and from there it is copied up to the Kserver
(Kaseya\Userprofiles\agentguid\Audit\).
Next it will rename the volume backup files before running the backup. To do this it will copy
the renameFolderBackups.bat file to agent temp directory and will run it on the machine id.
The next step is to copy files DirectoryLister.exe & unicows.dll from Kserver to agent temp
directory. It will then run the DirectoryLister.exe to Get Backup Directory Listing and will pass
the output to Kserver.
The main backup process starts after Kserver has received the backup directory listing, to do
this it will run the TrueImageCmd.exe to start the backup. The backup parameter such as
imageFileMax, backupPass, backup Encryption, compression, VssSwitch are passed to
TrueImageCmd.exe and backup will be run based on the passed parameters.
Check TrueImageCmd Status. If backup was still running, it checks again in 15 minutes. Else,
notify the KServer that the backup.
Once the Backup process is complete; it will run the DirectoryLister.exe again to get updated
Backup Directory Listing and pass it to Kserver. Then it runs the cleanupBackups.bat file to
clean up the unwanted and temp files.
In order to update the backup status, Kaseya checks for backup success or failure parameters
and will report back to the VSA. This information is stored in an XML file
(X:\<agentTempDir>\kMonitorSets\KPROC$1.xml).
To get Backup Index Data, archive index and ID from backup for synthetic full backups, BUDR
will run the GetAcronisIndex.bat and idreplacer.exe on the machine id and pass the output to
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pitLog.xml file. Finally this file is moved to Kserver audit folder. Depending on the analysis it
will do the stitching.
Backup Log Files
The following log files are specific to the backup process:
Backup Process
Volume Backup Log
Backup Index Data
Log file(s)
<Kaseya Installation Directory>\UserProfiles\<Agent
GUID>\Audit\volBackupLog.xml
<Kaseya Installation Directory>\UserProfiles\<Agent
GUID>\Audit\pitLog.xml
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Troubleshooting BUDR 3.0 Backup Issues
The following steps will assist you in diagnosing the root cause of any BUDR 3.0 backup failures. You
should follow this process before raising a support call using the System tab > Request Support page.
The support team will ask you to confirm that you have followed these diagnostic steps and ask for
the information collected as a part of the initial response to any BUDR backup support call that you
raise.
NB. It is not possible to diagnose historic issues – diagnostic steps below refer only to ongoing
repeatable issues
1. Confirm that you have prepared for the backup correctly by checking the Preparation
section previously for either the Folder Backup or Volume. This should address the majority
of issues with Backups.
a. Ensure you have credentials set using Set Credential, which have write access to the
Image Location and can act as a local administrator on the machine you are backing
up.
b. Ensure that the machine can access the Image Location and there are no name
resolution or IP connectivity issues between the two machines.
c. Ensure there is enough space at the Image Location.
d. Create a file of the same size as the intended backup at the Image Location to
ensure that there is no operating system or other issues preventing a file of the
same size being created. See
2. If the backup on one or more of your agents stops at 95% completion and never seems to
finish, or takes an extremely long time to finish running, it is likely one of two problems.
Either:
a. There is a basic network hardware or network connectivity issue causing the backup
to repeatedly fail to send data. See
b. The Acronis backup process has locked up, without terminating the process. Follow
the Collecting backup diagnostic information section below to identify the possible
causes of the lockup.
3. You may see Windows Event log errors at about the time of the backup if you have VSS
enabled, even though the backup appears to run fine. See
http://kb.acronis.com/content/1681 for an explanation of why these errors can safely be
ignored.
Collecting backup diagnostic information
If you have been unable to get BUDR 3.0 backups working, after the above steps, you’ll need to
collect some further diagnostic information for support.
NB. Please create a directory c:\backuplogs before proceeding
4. To diagnose Backup issues we need logs from the Kaseya server, Configuration of the
Computer and logs from the Acronis agent. Check the Backup Tab -> Backup Logs page –
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take a screenshot showing the last failed backup, this will show the reason for the failure.
Save this file as c:\backuplogs\kbackuplog.jpg. See example below:
5. Check Backup Tab -> Backup Sets. Click the agent name and at the right of the page click the
“Result” link. From within Internet Explorer click File -> Save As and save the file as
c:\backuplogs\volbackuplog.xml. See example below.
6. On the problem machine, click start -> run and enter “msinfo32.exe”, then press enter. This
will load the Windows System Information utility. Ensure that “System Summary” is
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highlighted and click File -> Save - Save the as c:\backuplogs\sysinfo.nfo
7. Download the “Device Tree” utility from
http://download.kaseya.co.uk/budr/acronis/DeviceTree.exe. Run the utility and
expand fully the branches “disk” and “ftdisk” as shown below. Save as a screenshot as
c:\backuplogs\devicetree.jpg, making sure that the full branch details are visible.
8. Download and run the Acronis Report utility from
http://download.kaseya.co.uk/budr/acronis/rr_s_e.exe. Run the utility, click next, agree to
the license, click next, select “Create Local Machine System Report”, click next. Specify the
location to save the report as c:\backuplogs\report.txt, Click next, click proceed. Once
complete, click “exit”. Save this file for later steps.
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9. Download and run the SnapAPI logging utility from
http://download.kaseya.co.uk/budr/acronis/snapapi.zip (This will perform 2 tasks, it
10.
11.
12.
13.
14.
15.
16.
will update the SnapAPI component, and switch on advanced logging.) Once the installer has
started click next, choose the “Enable logging” radio button, click next, and finish. The
installer will fail if trueimage.exe or any of its components are running. If this happens, you
will have to wait until they finish before attempting the reinstall.
NB. You MUST reboot the machine as soon as this is complete to enable the new drivers.
No backup operations will work until the reboot has been performed.
Once the reboot has completed, confirm that the new drivers have installed correctly by
running C:\Program Files\Acronis\TrueImage server\trueimage.exe. If there was a problem
loading the driver and error message will be displayed – you will be unable to use Acronis.
Confirm there is at least one file in C:\ called snapapiYYYY-MM-DD-HH-MM-SS.log (where
YMDHMS refers to year, month, day, hour, minute, second).
Using the Acronis GUI, perform a backup of the type you are experiencing problems with
(either file/folder or volume). To rule out external factors, ensure that you select a local
fixed disk as the source and target location i.e. Volume C: can be backed up to c:\backups.
Once backup has completed or terminated with errors, the SnapAPI logs files should be
copied to the c:\backuplogs directory immediately.
The c:\backuplogs directory should now contain the following files:
 Snapapi*.log (All SnapAPI log files)
 Report.txt
 Sysinfo.nfo
 Devicetree.jpg
 KBackuplog.jpg
 Volbackuplog.xml
Zip up the directory c:\backuplogs
Please raise a ticket with Kaseya support or append to an existing ticket. Please attach the
zip file created in the previous step together with a description of the original operation
being attempted.
i.e. “I was attempting to backup the user profiles directories” / “I was attempting to backup
drive c: on my windows server”
Collecting diagnostic information for non-responsive servers
The following knowledge base article describes how to diagnose a fault with a server becoming nonresponsive: http://kb.kaseya.com/article.asp?p=11855&article=282109
This occurs typically when a process on the server goes to 100% CPU utilization (or 100% CPU
utilization of a single core) due to a bug in code running on the server that results in an infinite loop
and the system slows or stops responding as a result. Use the above steps to help collect the
necessary diagnostic information to work out what is causing the problem.
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Offsite Replication using BUDR 3.0
Introduction
Offsite Replication safely and securely transfers backup images from a LAN to a remote location.
Offsite replication transfers all changes to files and sub-directories in the Local Server directory to a
specified offsite server directory. File transfers are scheduled using Schedule Transfer. Image
Location directories should be defined as subdirectories of a Local Server directory to be included in
these transfers.
Configuring an Offsite Server
Any machine ID may act as an offsite server. You may also have as many offsite servers as you like.
Example Offsite Replication configurations include:

One global offsite server - A local server at each managed LAN pushes data to the global
offsite server.

Multiple offsite servers - Several local servers are assigned to each offsite server. Multiple
offsite servers are used to balance the load.

Cross offsite servers - Supports offsite replication for companies with multiple locations. For
example, two company sites each act as the offsite server location for the other company
site.
Offsite Folder Structure
The offsite server stores data received from local servers in the directory specified. The top level
GUID folder is the GUID of the local server the data is coming from. Second level GUID folders are
the GUIDs of the machine IDs being backed up. The following diagram illustrates a typical offsite
server directory structure.
File Transfers
Only file changes are pushed to the offsite server. Broken file transfers are automatically restarted at
the point left off. Restarting the file transfer from the beginning is not required. Offsite replication
uses the same communications technology used in the agent/server communications. All traffic is
256-bit encrypted.
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Using the Same Machine for the Local Server and Offsite Server
You may assign the offsite server to be the same machine as the local server. This is not
recommended but is allowed to support copying image data to secondary disk drives.
Setting the Name/IP Address and Port
Select a target machine with an agent that will act as the offsite server. The offsite server is always
running and listens for connections from local servers using any TCP port you specify. The port
cannot be used by any other application. Try using 5722 as it is similar to the agent checkin port.
Offsite server ports are restricted to between 1024 and 49151.
You must specify a DNS name or IP address that can be resolved from the local server. Typically, this
is the external name/IP address of the gateway/firewall/router used by the target machine.
Configure port range forwarding on your gateway/firewall/router to direct requests for port 5722—
or whatever port number you've chosen—to the internal IP address of the machine ID acting as the
offsite server.
Note: The offsite server must have a credential set to access the network directory receiving data
transfers.
Testing the Offsite Configuration
Once you have configured the offsite server, check pending scripts on the offsite server machine:
1. Click the or icon.
2. Click the Pending Scripts tab on the Machine Summary page.
3. Ensure the Start Offsite Server script ran successfully.
Try to connect to the offsite server component using Telnet. In the command below replace the
string your.offsiteServer.com with your Name/IP address. Replace 5722 with the port number you
are using.
telnet your.offsiteServer.com 5722
If the connection is successful you should see only see a blinking cursor. Once you can verify the
offsite server is ready, you can configure the Local Servers.
Synthetic Backups
A synthetic full backup is created by consolidating existing incremental or differential backups with
the previous full backup image. This is sometimes called an 'Incremental Forever Backup'. Unlike
traditional full backups, synthetic full backups are not transferred from the local server to the offsite
server. Instead, after the first full backup is transferred, only the incremental or differential files are
transferred to the offsite server. A synthetic backup component on the offsite server recreates the
next full synthetic backup in parallel with the local server. This eliminates the need to transfer full
backups between the local server and offsite server. With synthetic backups, bandwidth
requirements for transferring full backups are eliminated, but the offsite server's access to its own
file server may need to be enhanced to handle the processing of its synthetic backups.
Configuring synthetic backups involves the following steps:
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Note: The first three steps are required even if synthetic backups are not enabled on the offsite
server.
1. Install an agent on a local server. Typically the backup image locations of machine IDs being
backed up point to the local server.
2. Install an agent on the offsite server.
3. Define a machine ID as an offsite server using Backup > Offsite Servers.
Note: You do not have to install the backup client to a local server or an offsite server.
1. Click the Schedule Install hyperlink on the Backup > Offsite Servers page for the machine ID
you want to schedule synthetic support on. A dialog box displays. Schedule the installation
of synthetic support components to the offsite server.
2. Schedule volume backups for machine IDs, ensure the Synthetic Full checkbox is checked.
These are machine IDs that store backups on local servers that transfer backups to the
offsite server you defined above.
Configuring an Onsite Server
The Local Server page defines the machine ID and directory on the local LAN used to transfer all new
files to an Offsite Server. Offsite replication transfers all changes to files and sub-directories in the
Local Server directory to a specified offsite server directory. Files transfers are scheduled using
Schedule Transfer. Image Location directories should be defined as subdirectories of a Local Server
directory to be included in these transfers.
For each local server specify:
 The offsite server to push files to.
 The local directory path to push to the offsite server.
 Optional bandwidth limit.
The local server directory can be a UNC path pointing to a directory on a network file share. The local
server must have a credential set in order to access the network.
Note you can specify a location other than the Image Location for a backup to replicate offsite. This
can be used to locally replicate user data such as the C:\Users or C:\Documents and Settings folder
offsite.
File Transfers
Only file changes are pushed to the offsite server. Broken file transfers are automatically restarted at
the point left off. Restarting the file transfer from the beginning is not required. Offsite replication
uses the same communications technology used in the agent/server communications. All traffic is
256-bit encrypted.
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Troubleshooting BUDR 3.0 Offsite Replication
1. Try to connect to the offsite server component using Telnet from the onsite server. In the
command below replace the string your.offsiteServer.com with your Name/IP address.
Replace 5722 with the port number you are using.
telnet your.offsiteServer.com 5722
2. Use Task Manager to confirm the presence of korepcln.exe running on the Local Server and
korepsrv.exe running on the Offsite Server.
3. You can restart the local and offsite server replication by clicking the green arrow next to the
server on either the Offsite Servers or Local Servers page. This may be required in the event
that the replication service has stopped responding without failing.
4. Confirm that the credential you have set under the Agent tab > Set Credential for the local
server has access to the file location you have specified in the Local Servers screen, and for
the offsite server in the file location you have specified in the Offsite Servers screen.
5. Create a file of the same size as the files you are attempting to replicate offsite on the offsite
server while logged on using the account specified under Set Credential. This may highlight
any issues preventing files being created successfully.
6. As 5, but copy the files you are attempting to replicate from a local share or device.
7. There is a known issue with Windows file systems becoming heavily fragmented and
encountering NTFS file size limitation which results in replication failing. See
8. If you are unable to resolve the issue, you will see a log file created in these paths
a. <Agent Temp Directory>\OffsiteClient.log
b. <Agent Temp Directory>\OffsiteStatus.log
c. <Agent Temp Directory>\syntheticFullLog.xml (For Offsite synthetic full backups)
9. Raise a support call including the log file(s), the name of the local and offsite machines and
the behavior you are seeing and any errors in the windows Event Logs that coincide with the
replication starting or failing.
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Verifying Images using BUDR 3.0
Introduction
This option is used to check whether the backup images have enough information to perform the
restore operation.
The Verify Images page performs a onetime verification of any selected volume or folder backup.
Use this function to spot check that backups are completed and can be used to successfully restore
from. Verification does not involve comparing the backup to the original source files, so any other
machine with an agent can be used to perform the verification of the backup file so long as the
machine has read/access to the image location.
Verifying an Image
1. Go to Backup tab -> Verify Image
2. Click on machine id you wants to verify
3. Select the Volume / Folder image you want to verify
4. Select the machine id to verify the images
5. Click on “Verify Volume” / “Verify Folder”.
The following script is used to perform the verify process.
It launches the TrueImageCmd.exe to verify image on the image location.
Troubleshooting Verify Images using BUDR 3.0
Please follow the process outlined below to diagnose problems with the Verify Image process:
1. You will see a log file created in this path:
a. <Kaseya Installation Directory>\UserProfiles\<Agent GUID>\Audit\ verifyLog.xml
2. Raise a support call including the log file, the name of the machine you are converting the
image on, and which backup you are attempting to convert.
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Secure Zone
Introduction
The Secure Zone page installs a 56 MB hidden boot partition on managed machines. Secure zones
are used by Auto Recovery to boot the managed machine and restore backup volume images
without any user interaction. Installing or removing a secure zone requires a reboot of the machine.
Installing Secure Zone
1. Go to Backup tab -> Secure Zone
2. Select the machine you want to install Secure Zone on
3. Click on “Install”
4. Secure zone install requires a Reboot to perform the installation. After scheduling the secure
zone install, it displays a warning message to the user.
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5.
After rebooting the machine, it installs the secure zone during system startup.
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Kaseya will use the following scripts to install Secure Zone.
1. First it checks whether the user is logged into the machine or not.
2. If the user is logged in it displays the warning message requesting the reboot.
3. Then it selects the first hard disk & first partition then passes the arguments to create a
hidden partition and write secZoneLog.xml file in agent temp directory.
4. After the reboot it installs the hidden partition.
5. Launches TrueImageCmd.exe to activate secure zone and pass output to
zoneActivateLog.xml and move it to Kserver audit folder
6. Verifies whether Acronis is installed on that end point or not by launching the
TrueImageCmd.exe.
Troubleshooting Secure Zone Installation using BUDR 3.0
Please follow the process outlined below to diagnose problems with the Secure Zone installation
process:
1. You will see 2 log files created in this path:
a. <Agent Temp Directory>\secZoneLog.xml
b. <Agent Temp Directory>\zoneActivateLog.xml
2. Raise a support call including the log files and the name of the machine you are attempting
to install the Secure Zone to.
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27

Kaseya BUDR 3.0 Technical Bulletin

Transcription

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