Failed agent backup

[perjonsson1960]

Folks,

We have recently installed B&R 9.5 Update 4 and Agent for Windows 3.0.0.748 in our 13 physical servers. And during the night we suddenly got this error for one of the servers:

Task failed. Error: Exception from HRESULT: 0xFFFFFFFF

Is this a known issue with Update 4 and Agent 3.0? Is there anything we can try, short of rebooting the affected server? Restart the Veeam services in that server? All our agent backups are managed from the Veeam backup server, if that is relevant in this case.

Sincerely,
Per Jonsson
Sweden

[wishr]

Hi Per,

Have you been able to report this issue to our support team? If not, that's the best way to get a solution since we require to take a look at the log files, etc. Please post your case ID here, so we'll be able to understand the details.

Thanks,
Fedor

[perjonsson1960]

Case ID 03405254

[perjonsson1960]

Folks,

The problem was caused by a failed WMI query. Veeam B&R couldn't get the OS version from the affected server. A restart of the server solved the problem.

PJ

[perjonsson1960]

I spoke too soon... The first backup done after the restart went well, but the second backup failed with the same error. So I have opened a new case with ID 03410496, referring to the old case. I hope that they can get some additional info from the logfiles. So no one else has had this problem after installning Update 4 and Agent 3.0? We have 13 physical Windows servers, and only one is acting up like this after the update...

[Dima P.]

PJ,

Thank you for sharing the update and sorry to hear that you still have this issue. I've asked our QA team to review your case details, meanwhile please keep working with our support team. Cheers!

[perjonsson1960]

It seems that the WMI service stops responding at some point during the day. If we restart the WMI service sometime towards the end of the day, then the backup during the night succeeds, but if we don't, then the backup fails. The only things we have done recently is updating the Veeam Agent to v3.0 and run some Windows Updates up through cumulative update 2019.1. We have not yet installed 2019.2. The server version is 2008 R2 SP1.

[perjonsson1960]

Yesterday evening I restarted the WMI service, and the backup during the night succeeded. Since no one else here seems to have the same problem after installing Update 4 and Agent 3.0, it seems that this is a WMI problem locally in our server.

PJ

[Dima P.]

Hi PJ,

Thanks for sharing the updates. Indeed, we do not control WMI, but it must be well functioning for the agent management proper work. Let us know how it goes!