Several CC backup copy jobs fail after CC back-end was upgraded to v13

[mriesenbeck]

Hello,

We upgraded the backend to V13. Since then from several tenants some or all vm backup copy jobs fail. I created a support case with prio 1, but support has not responded at all.

Did any of you have (had) the same issue? In the logs, we get a long waiting time to init the storage and then this error: "Error: Failed to start a repository agent". The target for all tenants are the same CC repo, yet still some jobs fail and some don't. With one tenant all jobs fail, but with a different error. But for 5 tenants the behavior and error are exactly the same. They are all on the latest V12 build. I upped the cpu and ram on both CC server and on the repo server, but no change.

I also tried cloning a job that is working and then change the vm list to use one that failed, but the issue still exists.

[Mildur]

Hi Michael,

Only our support team can investigate such issues, as they have access to debug logs and can perform remote troubleshooting sessions — this can’t be done through the forum.
However, please share the case number (as requested for all technical issues) so we can at least check its current status.

If you’d like to escalate the case, you can use the contact a manager option.

Thank you,
Fabian

PS:
If you’re a service provider, please register in our Service Provider user group. This will give you access to the dedicated sub‑forums where service provider products are discussed: Apply for the Cloud and Service Providers user group.

[mriesenbeck]

Cheers, apparently an email was sent from support that never reached my inbox, so I am working with support ATM