This topic describes how to troubleshoot the abnormal status of the anti-ransomware client after you apply anti-ransomware policies to your server.
When the status of the anti-ransomware client is abnormal, the system cannot backup files or protect your servers as expected. We recommend that you troubleshoot the abnormal status of the anti-ransomware client in a timely manner.
- Log on to the Security Center console.
- In the left-side navigation pane, choose .
- On the Anti-Virus page, click Add anti-ransomware policies.
- On the General anti-ransomware solutions page, view the servers that are in the Abnormal status.Click to view the servers where the policy is applied.
- Click to view the cause of the abnormal status.
- Troubleshoot the abnormal status based on the information in the Details dialog box.For more information, see Causes of the abnormal status of the anti-ransomware client.
Causes of the abnormal status of the anti-ransomware client
|failed||Cloud assistant Not started||Cloud Assistant is not started, which leads to failed installation of the anti-ransomware client.||To handle issues that are related to Cloud Assistant, perform the following steps:
|Authorization||The current account does not have the required permissions.||Log on to the Security Center console with your Alibaba Cloud account and click Authorize Now on the General anti-ransomware solutions page. Assign AliyunHBRDefaultRole and AliyunECSAccessingHBRRole to the current account.|
|The client connection is abnormal. Check the ECS instance network and try again.||Network connections failed.||To handle network connection failures, perform the following steps:
|ecs role does not have AliyunECSAccessingHBRRolePolicy||AliyunECSAccessingHBRRolePolicy is not granted to the Resource Access Management (RAM) account of the ECS instance, which leads to the installation failure of the anti-ransomware client.||Grant AliyunECSAccessingHBRRolePolicy to the RAM account. For more information, see What can I do if the error message "The strategy of AliyunECSAccessingHBRRolePolicy is missing on EcsRamRole. Please refer to the FAQ for authorization" appears when I install the HBR backup client on an ECS instance?.|
|Check activation command timeout||The installation of the anti-ransomware timed out.||To reinstall the anti-ransomware client, perform the following steps:
|ecs downtime||The ECS instance is shut down.||After you start the ECS instance, reinstall the anti-ransomware client. Perform the following steps:|
|Failed to uninstall client||The Cloud Assistant command timed out.||To reinstall the anti-ransomware client, perform the following steps:
|Installation failed||The Cloud Assistant command timed out.||To reinstall the anti-ransomware client, perform the following steps:
|Service is not started after the client is installed||If deleted registries leave residual files, Cloud Assistant fails to start.||After you delete the residual files, reinstall the anti-ransomware client. Perform
the following steps:
|Failed to download the installation package||Network connections failed.||To handle network connection failures, perform the following steps:
|Preflight command failed||The Cloud Assistant command timed out.||To reinstall the anti-ransomware client, perform the following steps:
|Region||Public endpoint||Internal ECS endpoint|
|China (Zhangjiakou-Beijing Winter Olympics)||https://hbr.cn-zhangjiakou.aliyuncs.com||https://hbr-vpc.cn-zhangjiakou.aliyuncs.com|
|China (Hong Kong)||https://hbr.cn-hongkong.aliyuncs.com||https://hbr-vpc.cn-hongkong.aliyuncs.com|
|Malaysia (Kuala Lumpur)||https://hbr.ap-southeast-3.aliyuncs.com||https://hbr.ap-southeast-3.aliyuncs.com|
|US (Silicon Valley)||https://hbr.us-west-1.aliyuncs.com||https://hbr.us-west-1.aliyuncs.com|
|China East 2 Finance||https://hbr.cn-shanghai-finance-1.aliyuncs.com||https://hbr-vpc.cn-shanghai-finance-1.aliyuncs.com|