Cloud Backup:Troubleshoot Cloud Backup client status exceptions

Symptoms

You may see these errors in the Cloud Backup console:

• The Client Status column shows Stopped, with the error message: "The Cloud Backup client is not connected properly."

• A backup job fails with the error message: "The backup fails because the backup client loses connection."

Possible causes

Troubleshooting flowchart

Follow this flowchart to identify the relevant troubleshooting step:

Client status: Stopped / Abnormal
    |
    v
[Step 1] Is the client process running?
    |-- No  --> Restart the service. Still failing? --> Reinstall the client.
    |-- Yes --> Continue
    |
    v
[Step 2] Check logs and network
    |-- "Failed to register client" + InvalidInstanceId --> [Step 3]
    |-- "Failed to register client" + other ErrorCode   --> Restart service, then check network
    |-- "Program Stopped!" in logs                      --> Client crashed during backup; verify it is running now
    |-- "Failed on ping" in network.log                 --> Network/firewall issue
    |-- No "Failed on ping" (network OK)               --> [Step 4] (skip NIC check)
    |
    v
[Step 3] Was the NIC replaced? (from InvalidInstanceId path)
    |-- Yes --> [Step 6] Reactivate the client
    |-- No  --> Continue
    |
    v
[Step 4] Was the server cloned? (old client only)
    |-- Yes, original still in use   --> Uninstall on clone, reinstall
    |-- Yes, original no longer used --> [Step 6] Reactivate client on clone
    |-- No  --> Continue
    |
    v
[Step 5] Was the OS reinstalled?
    |-- Yes --> Stop new client, reactivate old client, uninstall new client
    |-- No  --> Continue
    |
    v
[Step 6] Reactivate the Cloud Backup client
    |
    v
[Step 7] Still not resolved? --> Submit a support ticket

Before you start

Identify which Cloud Backup client version is installed. The old and new versions use different service names, process names, and ports.

Step 1: Check client status

systemctl status hbrclient

service hbrclient status

ps axu|grep hbrclient

ps axu|grep hybridbackup

netstat -lpt | grep hbrclient

tcp6       0      0 [::]:43565              [::]:*                  LISTEN      1727/hbrclient

lsof -i:8011

COMMAND     PID USER   FD   TYPE   DEVICE SIZE/OFF NODE NAME
hybridbac 11477 username    5u  IPv6 10625414      0t0  TCP *:8011 (LISTEN)

systemctl restart hbrclient

systemctl restart hbrclientupdater

systemctl restart hybridbackup

systemctl restart updater

Step 2: Check client logs and network

If the client process is running but the status exception persists, check the logs and network connectivity.

Check the logs

1. Open the log file at the default log path for your platform. See Default log paths (new client).

2. Search for the following error pattern in the log file:

      Failed to register client. AppError: ErrorCode=

3. Take action based on the ErrorCode value:

   ErrorCode value	Meaning	Action
   InvalidInstanceId	The network is normal but the client failed to register.	Go to Step 3: Check for NIC replacement.
   Any other value	The client encountered a registration error.	Restart the Cloud Backup service. On Linux, run service hbrclient restart. If the exception persists, proceed to Check network status. If the registration still fails, submit a ticket.

4. If you find Program Stopped! in the log file, the client stopped mid-backup and the job timed out. Verify that the client is running now — if so, subsequent backups will proceed normally.

Step 3: Check for NIC replacement

Check with the network administrator whether the server NIC was replaced.

• If the NIC was replaced: The server MAC address changed, preventing client registration. Go to Step 6: Reactivate the Cloud Backup client.

• If the NIC was not replaced: Proceed to Step 4: Check for server cloning.

Step 4: Check for server cloning (old client only)

This scenario applies only to the old Cloud Backup client.

Check with the network administrator whether the server was cloned.

• If the server was cloned: The client was also cloned, causing a registration conflict.

  • If the Cloud Backup client on the original server is still in use, uninstall the Cloud Backup client on the cloned server and reinstall it.

  • If the Cloud Backup client on the original server is no longer in use, go to Step 6: Reactivate the Cloud Backup client to reactivate the client on the cloned server.

• If the server was not cloned: Proceed to Step 5: Check for OS reinstallation.

Step 5: Check for OS reinstallation

After an OS reinstallation, the client disconnects and shows Abnormal. Reinstalling and registering the client creates a duplicate entry in the console.

If the OS was reinstalled, follow these steps:

1. Stop the new Cloud Backup client first.

2. In the Cloud Backup console, obtain the reactivation command and token of the old client. Reactivation is available only after the client has been disconnected for more than 1 hour. If Reactivate is unavailable, wait and try again later.

3. Run the reactivation command in the client installation directory on the server.

4. Wait until the old client status changes to Activated in the console.

5. In the console, uninstall the new client that shows the exception.

Step 6: Reactivate the Cloud Backup client

If the exception persists after the preceding checks, reactivate the client.

1. Log on to the Cloud Backup console.

2. Select the data source for file backup:

   • ECS file backup: In the left-side navigation pane, choose Backup > ECS File Backup.

   • On-premises file backup: In the left-side navigation pane, choose Backup > On-Premises File Backup.

3. In the top navigation bar, select a region.

4. Find the Cloud Backup client that you want to reactivate, and choose More > Reactivate Client in the Actions column.

5. In the Reactivate Client panel, copy the command. Run it in the client installation directory on the server and wait until the Client Status changes to Activated.

Step 7: Contact support

If the issue persists after all preceding steps, submit a ticket.

Related FAQ

• How do I bind a file system to the original client after I reinstall the operating system?

• How do I stop being billed for Cloud Backup?

• How do I resolve backup failures?

• Where do I view the default installation path and logs of a Cloud Backup client?

• How do I uninstall a Cloud Backup client?

• How do I resolve OOM issues on a Cloud Backup client?

• How do I use the diagnostic tool for Cloud Backup clients?

• How do I select a component and account when I install a Cloud Backup client?