Nutanix Files backup - Failed to get SnapDiff page

[mbcoker]

Adding to R&D Forums as Nutanix have suggested that Veeam will need to make changes to the code to possibly increase time before a snapshot retry?

Case ID: 06283043

Error when backing up Nutanix Files share added as a NAS filer: Processing FILESERVER:\SHARE Error: Agent: Failed to process method {NasMaster.LoadNutanixChangeList}: Failed to get SnapDiff page from Nutanix after [10] retries


Logged a case with Veeam and then Nutanix. The issue has been 'fixed' twice by removing a stuck snapshot but the error keeps happening. They have suggested:

Thank you for the information. we have an internal kb relating to this which was referred earlier and multiple cases are currently there where same symptoms are noticed,out of many shares only one share fail to backup. Veeam team has not yet provided a detailed analysis for this as this has been reported to them many times, so when the backup software starts taking the backup,it starts with taking the snapshot and then comparing it with the last snapshot to find out the incremental data that actually needs to be backed up.

In these cases either the snapshot taking process is failing or the comparing part & since the backup software is Veeam they should be able to give more inputs than a generic error which says "snapshot cannot be done after 10 retries". What is happening in that 10 retries, what exactly its trying to do at that state, what is the difference in logging when the backup works and when it doesn't, these are the details we need from them as vendor.

So please engage them and ask for more detailed analysis and provide us the inputs, so both of the vendors i.e Nutanix/Veeam needs to work in accordance to find the cause.

Was happening on two Nutanix Files nodes but now only happening on 1.

[Dima P.]

Hello Matt,

Thank you for sharing! We will review your case details, thank you!

[Dima P.]

Hello,

Based on support / QA investigation: the issue was resolved by fine-tuning the time out. We are also the updating the time-out logic for the upcoming release. Thank you!