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    Cloud Backup:VMware Backup FAQ

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    Cloud Backup:VMware Backup FAQ

    Last Updated:Nov 28, 2025

    This topic describes how to troubleshoot issues that occur when you back up VMware virtual machines.

    How do I delete a backup point for a VMware backup?

    You cannot delete a single backup point for a VMware backup. You must delete the entire backup vault to delete its backup points. For more information, see How do I stop billing for Cloud Backup?.

    What do I do if a task to restore or migrate a VMware VM to an ECS instance is completed but the ECS instance fails to start?

    • Symptoms

      The following message appears on the command-line interface:

      image

    • Cause

      The system disk is not the first disk of the virtual machine.

    • Solution

      In your VMware environment, change the disk order to make the system disk, which includes the boot partition, the first disk of the virtual machine. Then, back up the virtual machine again before restoring or migrating it to an ECS instance.

    What do I do if the backup gateway is in an abnormal state?

    • Symptoms

      • When you create a Restore Job, the "ErrorCode: 7009, Time out when waiting for response from client" message is displayed at the Restore Destination step in the console.

        image

      • A VMware backup job fails in the console, and the "The client does not respond. Check the network and make sure that the client is started." message appears.

    • Cause

      The backup gateway has abnormal network connectivity and cannot receive backup or restore requests from the console.

    • Solution

      1. View the list of endpoints and ports provided by Cloud Backup to verify that the backup gateway can access the domain names in the corresponding region. For more information, see Which endpoints and ports are used by a Cloud Backup client to access services?. You can also perform log collection and network diagnostics. Alternatively, log on to the backup gateway and run telnet commands to test the network connectivity.

      2. After you confirm that network connectivity is normal and no backup jobs are in progress, use SSH to log on to the gateway and run the systemctl restart hbr command to restart the backup service, or restart the backup gateway VM.

      3. If the issue persists, use SSH to log on to the gateway, view the /opt/alibabacloud/hbr/logs/console.log file, and then troubleshoot the issue based on the error message.

      4. If the issue persists, join the Cloud Backup technical support group or contact service experts for further assistance. You can send logs using DingTalk.

        • Cloud Backup Technical Support Group

          Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

        • Cloud Backup Expert Support

          Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    Common backup job failures and solutions

    1. Symptoms

      A VMware backup job fails in the console, and the "hbr.snap.ErrorCode:7008,Client is disconnected from server" message appears.

      Cause

      The backup gateway has abnormal network connectivity and cannot receive backup or restore requests from the console.

      Solution

      1. To check the network connectivity of the backup gateway, see Network diagnostics for VMware VM backup clients. Check for recent network-related changes, such as firewall policy adjustments or security group configuration modifications. If domain names or IP addresses related to the Cloud Backup service are blocked, add inbound rules to the firewall or security group to allow access. This ensures that the backup gateway can communicate with the Cloud Backup service.

      2. After you resolve the network issues, the backup gateway service usually resumes automatically.

      3. If the backup gateway does not resume automatically, confirm that network connectivity is normal and no backup jobs are in progress. Then, use SSH to log on to the gateway and run the systemctl restart hbr command to restart the backup service.

        Important

        Restarting the gateway causes ongoing backup or restore jobs to fail. Proceed with caution.

      4. After the restart is complete, open a browser and enter http://<backup gateway IP address>:8011 to verify the connection status of the backup gateway.

      5. If the connection is abnormal, reactivate the backup gateway. For more information, see How do I reset a VMware backup gateway (change an AccessKey)?.

      6. If the activation fails, collect the log information of the backup gateway. For more information, see Log collection. Then, join the Cloud Backup technical support group or contact service experts for further assistance. Send logs using DingTalk.

        • Cloud Backup Technical Support Group

          Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

        • Cloud Backup Expert Support

          Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    2. Symptoms

      A VMware backup job fails in the console, and the "Backup failed. This may be caused by a network problem. Check your network settings. (Error code: VSPHERE_SNAPSHOT_TIMEOUT_7DAYS)" message appears.

      Cause

      The backup speed is too slow. The backup job times out and fails if it is not completed within seven days.

      Solution

      Check whether the upstream bandwidth is sufficient. You can also enable Lan-Free mode when you create or edit a backup plan to improve backup efficiency.

      image

    3. Symptoms

      A VMware backup job fails in the console, and the "The vCenter address is inaccessible. Make sure that the vCenter address is correct and the network is connected." message appears.

      Cause

      When the gateway accesses vCenter, vCenter returns an access failure error message. This can be caused by the following issues:

      • The network request from the gateway to vCenter is blocked by a firewall or other network policies.

      • The vCenter service is in an abnormal state and cannot respond to external requests.

      • The network bandwidth of the backup gateway is fully utilized, which causes occasional failures of some requests sent to vCenter.

      Solution

      1. Log on to the backup gateway using SSH and run the following telnet command to connect to port 443 of the vCenter server to verify network connectivity. If you encounter any issues, contact the local network administrator for assistance.

        telnet <vCenter server IP address> 443

      2. If the network connectivity is normal, check whether you can log on to vCenter using the web client. If the logon fails, contact the administrator of the local virtualization environment for assistance.

      3. View the network monitoring data of the gateway to check for performance bottlenecks caused by insufficient network bandwidth. If the bandwidth is insufficient, consider the following optimization measures:

        • Increase the network bandwidth.

        • Deploy multiple gateways to implement load balancing.

        • Stagger the running times of backup jobs to avoid concurrent peaks.

        • Enable Changed Block Tracking (CBT).

        • Reasonably configure the frequencies of full and incremental backups.

    4. Symptoms

      • A VMware backup job fails in the console, and the "Backup failed. This may be caused by a network problem. Check your network settings. (Error code: TIMEOUT_AWAITING_RESPONSE)" message appears.

      • A VMware backup job fails in the console, and the "log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level (2) Post https://x.x.x.x/sdk: net/http: TLS handshake timeout" message appears.

      • A VMware backup job fails in the console, and the "log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level (2) failed to execute ids backup. err=exit status 1" message appears.

      • A VMware backup job fails in the console, and the "log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level (2) failed to execute ids backup. err=exit status 99" message appears.

      • A VMware backup job fails in the console, and the "IDS_ERROR{"Code":"12","Message":"exit status 12"}" message appears.

      Cause

      The backup gateway is blocked by a firewall when it sends network requests to the corresponding domain name. For more information about the endpoints and ports for VMware backup, see Which endpoints and ports are used by a Cloud Backup client to access services?.

      Solution

      Use SSH to log on to the gateway and ensure that the corresponding domain names and ports are accessible. Then, run the backup job again.

      • For the management plane, run the telnet command on the gateway to verify network connectivity. Example: telnet <Domain name> <Port>.

        If a message similar to the following one appears, the network connection is normal:

        image

        If a message similar to the following one appears, the network connection is abnormal:

        image

      • For the data plane, use ossutil 2.0 to upload data to an OSS bucket in the corresponding region to verify the network connectivity.

    5. Symptoms

      A VMware backup job fails in the console, and the "The username or password is invalid. Confirm the username and password and add them again." message appears.

      image

      Cause

      The gateway fails to access vCenter due to a username or password error. This can be caused by the following issues:

      • The password was changed in vCenter but not updated in the Cloud Backup console.

      • The password has expired due to the vCenter security policy.

      Solution

      1. Try to log on to vCenter using the username and password from the Cloud Backup console. If the logon fails, reset the password according to the vCenter security policy.

      2. Log on to the Cloud Backup console.

      3. Click Backup > VMware Backup & Disaster Recovery, select a region, and click the Managed VCenter Servers tab. Find the vCenter that you want to manage and click ⋮ > Modify in the Actions column. Update the configuration with the new password. You can now use the new password to access the vCenter and complete the backup job.

        image

    6. Symptoms

      A VMware backup job fails in the console, and the "hbr.snap.failed to save vm metadata(nvram or configInfo: save nvram. err=download nvram file. err=download nvram file.datastore=xxx_Datastore, filepath=vmName/vmName.nvram, err=download(https://[x.x.x.x]/folder/vmName/vmName.nvram?dcPath=%2FHangZhou&dsName=xxx_Datastore):500 Internal Server Error" message appears.

      Cause

      vCenter has an internal exception or recent configuration changes. Because of this, when the backup gateway calls the vCenter API to back up VM metadata, vCenter returns a "500 Internal Server Error".

      Solution

      Ensure that vCenter is running as expected and that you can download the VM files using the vSphere Web Client. Then, run the backup again.

      image

    7. Symptoms

      • A VMware backup job fails in the console, and the "hbr.snap.open disk. deviceKey=2000, diskPath=xxx.vmdk, err=VixDiskLib error.code=1" message appears.

        image

      • A VMware backup job fails in the console, and the "Backup failed. An error occurred when VMware VDDK was called. Check whether VMware is running as expected. (Error code: VDDK_1)" message appears.

      • A VMware backup job fails in the console, and the "hbr.snap.log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level(2)failed to execute vSphere read vmdk.err=read vmdk.err=Error vix code return by VDDK:14009" message appears.

        image

      • A VMware backup job fails in the console, and the "Error code: VDDK_ERROR:14009 Error Details: The server refused connection 2025-07-29T07:19:16.640Z Wa(03) host-xxxxx VixDiskLib: VixDiskLibIsLegacyConnParams: the instance of VixDiskLibConnectParams is NOT allocated by VixDiskLib_AllocateConnectParams. The new features in 6.7 or later are not supported. 2025-07-29T07:19:16.796Z Er(02) host-xxxxx VixDiskLib: VixDiskLib_PrepareForAccess: Deactivate Storage VMotion failed. Error 3014 (Insufficient permissions in the host operating system) (No permission to perform this action.) at 6191." message appears.

      Cause

      This issue is caused by an excessive number of concurrent backup operations.

      Solution

      1. Go to the VM that hosts the backup gateway and switch to the /opt/alibabacloud/hbr/bin directory.

      2. Find the run_vsphere.sh file. In the file, find a command that starts with "exec".

      3. Before the "exec" command, insert the following commands to set a concurrency limit:

        export vmdk_reader_concurrent="1"
export vix_disk_lib_read_concurrent="1"

      4. Save the changes to the run_vsphere.sh file and run the backup job again with the new concurrency settings.

    8. Symptoms

      • A VMware backup job fails in the console, and the "hbr.snap.MqttDuplicateRequest" message appears.

        image

      • When you create a backup plan and select a VM to back up, an error occurs and the "hbr.task.gateway received checked Exception;nested exception is com.aliyun.hcs.hbr.integration.mq.MqttException:MqttDuplicateRequest" message appears.

        image

      • When you add a vCenter or perform operations in the console, an error occurs and the "hbr.snap.MqttDuplicateRequest" message appears.

        image

      Cause

      This issue is usually caused using one certificate to activate two or more gateways.

      Solution

      Ensure that each certificate is used to activate only one gateway. Reset the redundant gateways. For more information, see How do I reset a VMware backup gateway (change an AccessKey)?. Then, for the gateways that you want to keep, restart the gateway service or the server where the gateway resides.

    9. Symptoms

      • A VMware backup job fails in the console, and the "hbr.snap.log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level(2)failed to execute ids backup.err=exit status 1" message appears.

        image

      • A VMware backup job fails in the console, and the "hbr.snap.log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level(2)Error vix code return by VDDK:1" message appears.

      Solution

      1. Go to the VM that hosts the backup gateway and switch to the /opt/alibabacloud/hbr/logs directory.

      2. The error message in the Symptoms section contains the file name vsphere_xxxx-xx-xx_xx-xx-xx_{PID}.log, where {PID} indicates the process ID of the backup job. Go to the vddk directory and find the log file named vixDiskLib-{PID}.log.

      3. Filter the log for all log entries that contain "Er".

        image

      4. If a log entry contains "SSL Exception", the SSL certificate of the vCenter server has been replaced. To resolve this issue, perform the following steps:

        1. Log on to the Cloud Backup console.

        2. Go to the Managed VCenter Servers tab, find the target vCenter server, and select ⋮ > Modify from the Actions column.

          image

        3. Add the vCenter server again. This operation refreshes the SSL certificate information.

        4. After the settings are complete, run the backup job again.

      5. If a log entry contains "Insufficient permissions in the host operating system", you may lack the required permissions. Check the vCenter permission configurations and make sure that the versions of vSphere and ESXi are compatible with VDDK 8.0.

      6. If the issue persists, join the Cloud Backup technical support group or contact service experts for further assistance. Send logs using DingTalk.

        • Cloud Backup Technical Support Group

          Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

        • Cloud Backup Expert Support

          Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    10. Symptoms

      A VMware backup job fails in the console, and the "hbr.snap.failed to save vm metadata(nvram or configInfo: save nvram. err=download nvram file. err=retrieve layoutEx.file properties. err=NotAuthenticated)" message appears.

      image

      Cause

      The backup gateway cannot obtain the data to be backed up because your network configuration has changed.

      Solution

      For this type of error, focus on the last item, err={?}, where {?} indicates the specific cause.

      Troubleshooting steps:

      1. Go to the VM that hosts the backup gateway and switch to the /opt/alibabacloud/hbr/logs directory.

      2. Go to the "xxxx-xx-xx" folder. This date corresponds to the creation time of the error record, which is shown in the Time Range column in the console. For example, in the Symptoms section, the creation time is xxxx-xx-xx.

      3. Find the log file named vsphere_xxxx-xx-xx_...{PID}.log, where {PID} indicates the process ID of the backup job. An exact match is not required.

      4. If you find "Start reading VMDK data" and many "Retry" errors in the log within 60 seconds, the backup is failing from the start. This is usually caused by an improper initial configuration. If the backup fails during execution, the network configuration may have been modified.

      5. If you find keywords such as "503", "ServerFaultCode", "Unavailable", or "5XX" and confirm the status code is 5XX, you can infer that the network configuration was changed at that time. As a result, the backup gateway cannot retrieve the data to be backed up.

      6. The "NotAuthenticated" error message indicates that an SSL authentication failure occurred after the network configuration was modified. For more information, locate and analyze the log as described in the previous step.

    11. Symptoms

      • A VMware backup job fails in the console, and the "hbr.snap.log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level(2)unexpected end of JSON input" message appears.

      • A VMware backup job fails in the console, and the "hbr.snap.failed to execute ids backup. err=exit status 99" message appears.

      • Log information and troubleshooting steps:

        1. Go to the VM that hosts the backup gateway and switch to the /opt/alibabacloud/hbr/logs directory.

        2. Go to the "xxxx-xx-xx" folder. The date in the folder name is the creation time of the error record, which is listed in the time range column in the console.

        3. View the "vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log" file. Obtain the file name from the error message of the failed task in the console. If no obvious error is found, find the string "s-xxxxx" that follows "jobid".

        4. Find and view the log file prefixed with "backup-s-xxxxx". The log entry contains "read: connection reset by peer".

        Cause

        The network connection between the VMware backup gateway and the backup vault is abnormal, or a firewall is blocking the request. As a result, the backup data cannot be uploaded.

        Solution

        1. Log on to the backup gateway using SSH and run the following telnet command to connect to the backup vault to verify network connectivity. You can obtain the IP address and port of the backup vault from the log in Step 4 of the troubleshooting steps.

          telnet <Backup vault IP address> <Port>

          If a message similar to the following one appears, the network connection is normal:

          image

          If a message similar to the following one appears, the network connection is abnormal:

          image

        2. If the network connection is abnormal, contact the local network administrator for assistance. If the network connection is normal, join the Cloud Backup technical support group or contact service experts for further assistance. Send logs using DingTalk.

          • Cloud Backup Technical Support Group

            Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

          • Cloud Backup Expert Support

            Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    12. Symptoms

      A VMware backup job fails in the console, and the "hbr.snap.Failed due to service restart" message appears.

      Cause

      This issue is usually caused by a restart of the backup gateway. A restart interrupts the backup process and causes the backup job to fail.

      Solution

      To run the backup job again, you can manually start it on the Backup Plans tab or wait for the next scheduled backup.

      image

    13. Symptoms

      A VMware backup job fails in the console, and the "hbr.snap.open disk. deviceKey=2000, diskPath=[vsanDatastore] xxx/xxx.vmdk, err=VixDiskLib error. code=13" message appears.

      image

      Cause

      The backup operation for the disk's corresponding .vmdk file fails due to insufficient permissions.

      Solution

      To ensure that the backup job can run successfully, create a backup account with the required access permissions. For more information, see Preparations (on-premises VMware environment).

    14. Symptoms

      • A VMware backup job fails in the console, and the "{"Code":"INTERNAL_ERROR_CREATE_SNAPSHOT","Message":"The operation is not allowed in the current state."}" message appears.

      • A VMware backup job fails in the console, and the "{"Code":"INTERNAL_ERROR_CREATE_SNAPSHOT","Message":"Unable to write VMX file: /vmfs/volumes/e0c68f5d-5c891cf6/KSNMSPrint02/KSNMSPrint02.vmx."}" message appears.

      • A VMware backup job fails in the console, and the "Internal error. Error code: INTERNAL ERROR: INTERNAL ERROR CREATE SNAPSHOT. Error Details: Unable to communicate with the remote host, since it is disconnected." message appears.

      Cause

      This error is caused by a failed call to the VMware API to create a snapshot. This error often occurs for VMs that use PCI passthrough or vGPU because the underlying implementation of these technologies does not support snapshot operations. For more information, see Service Support.

      Solution

      First, check whether you can create a snapshot for the target VM in vCenter. Then, try the backup operation again. If you still cannot create a snapshot in vCenter, contact VMware technical support and submit a ticket for assistance.

    15. Symptoms

      A VMware backup job fails in the console, and the "log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level (2) download(https://x.x.x.x/folder/Dinas%20Sosial%20node1%20%28DINSOS%29/Dinas%20Sosial%20node1%20%28DINSOS%29.nvram?dcPath=%2FDC-SEMARANG-KOTA&dsName=QNAP-CL2-LUN): 501 Not Implemented" message appears.

      Solution

      Join the Cloud Backup technical support group or contact service experts for further assistance. Send logs using DingTalk.

      • Cloud Backup Technical Support Group

        Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

      • Cloud Backup Expert Support

        Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    16. Symptoms

      A VMware backup job fails in the console, and the "{"Code":"13","Message":"You do not have access rights to this file\n2025-05-14T17:01:17.014Z Wa(03) host-302190 VixDiskLib: VixDiskLibIsLegacyConnParams: the instance of VixDiskLibConnectParams is NOT allocated by VixDiskLib_AllocateConnectParams. The new features in 6.7 or later are not supported.\n2025-05-14T17:01:20.164Z Wa(03) host-302190 VDDK_PhoneHome: Unable to load configuration options from /opt/alibabacloud/hbr/logs/vddk/vacConfig.conf.\n2025-05-14T17:01:29.292Z Er(02) host-302190 VixDiskLib: VixDiskLib_PrepareForAccess: Deactivate Storage VMotion failed. Error 3014 (Insufficient permissions in the host operating system) (No permission to perform this action.) at 6191."}" message appears.

      Solution

      1. Check whether the current account has the required operation permissions. For more information, see Create a backup account.

      2. Check whether the gateway and DNS are correctly configured, and confirm that the vCenter and ESXi hosts are accessible.

    17. Symptoms

      A VMware backup job fails in the console, and the "log file vsphere_xxxx-xx-xx_xx-xx-xx_xxxxx.log, level (2) Error vix code return by VDDK: 30201" message appears.

      Solution

      The network connection is abnormal. Please try again later. If the issue persists, join the Cloud Backup technical support group or contact service experts for further assistance. Send logs using DingTalk.

      • Cloud Backup Technical Support Group

        Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

      • Cloud Backup Expert Support

        Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    18. Symptoms

      A VMware backup job fails in the console, and the "generate snapshot. err=cerate non quiesce snapshot. name=HBR-Backup-2025-05-31 12:0:40, err=Unable to communicate with the remote host, since it is disconnected" message appears.

      Cause

      A connection cannot be established with vCenter due to a network exception. As a result, the snapshot creation fails.

      Solution

      1. Check that vCenter is in a normal state.

      2. Ensure that the gateway can access vCenter.

      3. Confirm that you can create a snapshot for the VM in vCenter.

      4. If the issue persists after you confirm that the preceding items are normal, join the Cloud Backup technical support group or contact service experts for further assistance. Send logs using DingTalk.

        • Cloud Backup Technical Support Group

          Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

        • Cloud Backup Expert Support

          Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    19. Symptoms

      A VMware backup job fails in the console, and the "{"Code":"16007","Message":"You have requested access to an area of the virtual disk that is out of bounds\n2025-05-26T16:00:11.319Z Wa(03) host-6211 VixDiskLib: VixDiskLibIsLegacyConnParams: the instance of VixDiskLibConnectParams is NOT allocated by VixDiskLib_AllocateConnectParams. The new features in 6.7 or later are not supported.\n2025-05-26T16:00:11.524Z Er(02) host-6211 VixDiskLib: VixDiskLib_PrepareForAccess: Deactivate Storage VMotion failed. Error 3014 (Insufficient permissions in the host operating system) (No permission to perform this action.) at 6191."}" message appears.

      Cause

      A disk may have been resized.

      Solution

      1. Confirm whether you have resized the disk. If the disk size has not been changed, submit a ticket for assistance.

      2. If the disk size has been changed, perform a full backup again.

      3. After the full backup is complete, check whether the issue persists in subsequent backups. If it does, submit a ticket for assistance.

    20. Symptoms

      A VMware backup job fails in the console, and the "IDS_ERROR{"Code":"-1","Message":"signal: killed"}" message appears.

      Cause

      The ids process was terminated while it was running.

      Solution

      Join the Cloud Backup technical support group or contact service experts for further assistance. You can send logs using DingTalk.

      • Cloud Backup Technical Support Group

        Obtain quick answers to questions about costs, features, and usage. Search for the public DingTalk group and join. The DingTalk group number is 88650005148.

      • Cloud Backup Expert Support

        Technical experts provide on-site analysis to quickly resolve product issues. Click to contact Cloud Backup support. We recommend that you use Chrome. Add the DingTalk contact. The DingTalk ID is d37_g935gslgo.

    21. Symptoms

      A VMware backup job fails in the console, and the "FailedDueToClientRestart" message appears.

      Cause

      The gateway has been restarted.

      Solution

      The task will run normally the next time it is executed.

    22. Symptoms

      A VMware backup job fails in the console, and the "VMUnavailable" message appears.

      Cause

      The virtual machine (VM) was manually deleted from vCenter.

      Solution

      Log on to the Cloud Backup console. On the VMware Backup & Disaster Recovery page, click the Backup Plans tab and edit the backup plan. In the Select VMs step, reselect the VMs.

    23. Symptoms

      A VMware backup job fails in the console, and the "PrecheckFailedOnTooManyVmSnapshot" message appears.

      Cause

      The number of snapshots for the VM exceeds the limit of three. As a result, the backup job cannot run.

      Solution

      Manually delete some snapshots and run the backup job again.

    24. Symptoms

      A VMware backup job fails in the console, and the "PrecheckFailedOnConsolidate" message appears.

      Cause

      The VM requires disk consolidation.

      Solution

      Log on to vCenter and consolidate the disks for the VM.

    25. Symptoms

      A VMware backup job fails in the console, and the "SDK.ServerUnreachable : Server unreachable:java.net.UnknownHostException: hbr.cn-hongkong.aliyuncs.com" message appears.

      Cause

      The DNS resolution for the backup gateway is abnormal. As a result, domain names related to the Cloud Backup service cannot be parsed, which affects the connection and execution of backup jobs.

      Solution

      1. Check whether the DNS configuration of the backup gateway is correct. If you use a local DNS server, verify that its service and domain name resolution are normal, and ensure that the domain names related to Cloud Backup can be successfully parsed.

      2. Check the network bandwidth usage of the gateway.

        High bandwidth usage can cause data transmission latency, backup job timeouts, or performance degradation. View the network monitoring data of the gateway to check for performance bottlenecks caused by insufficient network bandwidth. If the bandwidth is insufficient, consider the following optimization measures:

        • Increase the network bandwidth.

        • Deploy multiple gateways to implement load balancing.

        • Stagger the running times of backup jobs to avoid concurrent peaks.

        • Enable Changed Block Tracking (CBT).

        • Reasonably configure the frequencies of full and incremental backups.

    Why is the operating system version inconsistent with the source VM's system version when I restore a VMware VM to an ECS instance?

    When you restore a VMware VM to an ECS instance, the ECS console displays a temporary OS version. After the restoration is complete, the OS version of the source VM is displayed.

    What do I do if the "Unsupported disk size. Please resize the disk to an integer multiple of 1 MB" message appears when I create a backup plan and select a VM to back up?

    • Symptoms

      When you create a backup plan and select a VM to back up in the console, the "Unsupported disk size. Please resize the disk to an integer multiple of 1 MB" message appears for the VM.

    • Cause

      The size of a disk that can be backed up must be an integer multiple of 1 MB.

    • Solution

      1. Open the vSphere Web Client.

        Use a browser to access your vSphere Web Client and log on to vCenter Server.

      2. Select a VM.

        In the Hosts and Clusters view, select the VM that contains the disk you want to resize.

      3. Shut down the VM.

        To modify the VM configuration, you must shut down the VM. Right-click the VM and choose Power > Power Off.

      4. Edit the VM settings.

        Right-click the VM and select Edit Settings. Resize the disk to a multiple of 1 MB.

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    What do I do if the "Changed Block Tracking (CBT) is disabled. A full backup will be forcibly performed." message appears when I create a backup plan and select a VM to back up?

    For more information, see How to enable CBT mode.

    How do I improve the speed of VMware backups?

    1. Enable CBT. For more information, see Enable CBT.

    2. When you create or edit a backup plan, enable Lan-Free mode and use an incremental backup policy to improve backup efficiency.

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