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Acronis Fails to Backup a VMware Virtual Machine (VM)

You are getting errors from Acronis when trying to backup a VM.

Solution

It may be an issue with VMware snapshotting that VM’s disks. There are a few potential solutions:

Try a complete reboot of the VM:

  1. Do a Guest Shutdown of the offending VM.
  2. If the Guest Shutdown fails, then eventually you’ll need to do a Power Off of the VM.
  3. Ensure the VM is completely shutdown.
  4. Boot the VM.
  5. Try to start the Acronis backup again.

If that results in the same error, try doing a backup off the VM offline:

  1. Do a Guest Shutdown of the offending VM.
  2. If the Guest Shutdown fails, then eventually you’ll need to do a Power Off of the VM.
  3. Ensure the VM is completely shutdown.
  4. Try to start the Acronis backup again while the VM is offline.

Give the backup a few minutes while viewing it via AMS Tasks. If it runs then great. You now have an initial backup. Now try this:

  1. Start the VM and let it completely boot until you see a Windows Logon screen in the vCenter console.
  2. Go back to the AMS Tasks, right-click the backup Task, and click Run.

Did the second backup work? Then you’re done.

If you get the error again, with the same error codes and message like “Cannot create a quiesced snapshot”, then something may be going on between Acronis and vmware-tools. To test that, you will need to uninstall vmware-tools.

  1. Log into the VM via the vClient console. You can’t do this via RDP since removing vmware-tools may impact the network settings.
  2. Record the machine’s IP, netmask, gateway, and DNS settings!
  3. Remove vmware-tools via Add/Remove Programs
  4. Reboot the machine
  5. Ensure the network settings are valid based on the information gathered earlier
  6. Go to AMS Tasks
  7. Find your backup job for the trouble machine
  8. Right-click and choose Run

Chances are high it will now run.

So the backup runs but now vmware-tools is uninstalled. I don’t have a solution yet to have vmware-tools running and the backups run when this happens. Full issue to be resolved when possible.

Example Errors from AMS Console Task View

Error occurred while running the backup and recovery engine. Additional info:
——————– Error code: 2 Module: 218 LineInfo: 600f7166ce397e0e Fields:  $module : E:Program Files (x86)AcronisAMSManagementServer.exe Message: Error occurred while running the backup and recovery engine. ——————– Error code: 103 Module: 83 LineInfo: a859dd78cc91dcf7 Fields: Message: Failed to open the virtual machine ([nas1-vmfs1] dc-3/dc-3.vmx). ——————– Error code: 138 Module: 83 LineInfo: a859dd78cc91dce7 Fields: Message: VMware failed to create a quiesced snapshot of the selected virtual machine. To back up the machine, power off the machine before the process or uninstall the Volume Shadow Copy Services Support feature of VMware Tools from the VM. ——————– Error code: 138 Module: 83 LineInfo: c7610e0a857bed85 Fields: Message: Awaiting task ‘CreateSnapshot’ has failed. Reason: Cannot create a quiesced snapshot because the create snapshot operation exceeded the time limit for holding off I/O in the frozen virtual machine..

 

 

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