This topic describes how to troubleshoot the abnormal status of the anti-ransomware client after you apply anti-ransomware policies to your server.
Prerequisites
Background information
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.
Procedure
Causes of the abnormal status of the anti-ransomware client
Status | Detail | Cause | Solution |
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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:
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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:
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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:
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ecs downtime | The ECS instance is shut down. | After you start the ECS instance, reinstall the anti-ransomware client. Perform the
following steps:
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Failed to uninstall client | The Cloud Assistant command timed out. | To reinstall the anti-ransomware client, perform the following steps:
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Installation failed | The Cloud Assistant command timed out. | To reinstall the anti-ransomware client, perform the following steps:
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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:
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Failed to download the installation package | Network connections failed. | To handle network connection failures, perform the following steps:
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Preflight command failed | The Cloud Assistant command timed out. | To reinstall the anti-ransomware client, perform the following steps:
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Region | Public endpoint | Internal ECS endpoint |
---|---|---|
China (Hangzhou) | https://hbr.cn-hangzhou.aliyuncs.com | https://hbr-vpc.cn-hangzhou.aliyuncs.com |
China (Shanghai) | https://hbr.cn-shanghai.aliyuncs.com | https://hbr-vpc.cn-shanghai.aliyuncs.com |
China (Qingdao) | https://hbr.cn-qingdao.aliyuncs.com | https://hbr-vpc.cn-qingdao.aliyuncs.com |
China (Beijing) | https://hbr.cn-beijing.aliyuncs.com | https://hbr-vpc.cn-beijing.aliyuncs.com |
China (Zhangjiakou-Beijing Winter Olympics) | https://hbr.cn-zhangjiakou.aliyuncs.com | https://hbr-vpc.cn-zhangjiakou.aliyuncs.com |
China (Hohhot) | https://hbr.cn-huhehaote.aliyuncs.com | https://hbr-vpc.cn-huhehaote.aliyuncs.com |
China (Shenzhen) | https://hbr.cn-shenzhen.aliyuncs.com | https://hbr-vpc.cn-shenzhen.aliyuncs.com |
China (Chengdu) | https://hbr.cn-chengdu.aliyuncs.com | https://hbr-vpc.cn-chengdu.aliyuncs.com |
China (Hong Kong) | https://hbr.cn-hongkong.aliyuncs.com | https://hbr-vpc.cn-hongkong.aliyuncs.com |
Singapore (Singapore) | https://hbr.ap-southeast-1.aliyuncs.com | https://hbr-internal.ap-southeast-1.aliyuncs.com |
Australia (Sydney) | https://hbr.ap-southeast-2.aliyuncs.com | https://hbr-vpc.ap-southeast-2.aliyuncs.com |
Malaysia (Kuala Lumpur) | https://hbr.ap-southeast-3.aliyuncs.com | https://hbr.ap-southeast-3.aliyuncs.com |
Indonesia (Jakarta) | https://hbr.ap-southeast-5.aliyuncs.com | https://hbr-vpc.ap-southeast-5.aliyuncs.com |
Japan (Tokyo) | https://hbr.ap-northeast-1.aliyuncs.com | https://hbr.ap-northeast-1.aliyuncs.com |
Germany (Frankfurt) | https://hbr.eu-central-1.aliyuncs.com | https://hbr.eu-central-1.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 |