PowerProtect Data Manager 19.16 Microsoft Exchange Server User Guide

Agent registration

On Windows, if the agent fails to establish a connection with the PowerProtect Data Manager server, agent registration might fail with the following error message:

During a network connectivity test, the agent is unable to reach the PowerProtect Data Manager server by using ping. 

1.	If the ping command is blocked in the environment, the agent registration can still complete successfully. 
Review the agent service logs at INSTALL_DIR\DPSAPPS\AgentService\logs to verify that the registration is successful. If the registration is successful, the status of the agent host indicates Registered in the PowerProtect Data Manager UI.
2.	If the ping command is not blocked in the environment, the agent registration might not complete successfully because a network connection cannot be started. If this occurs, complete the following steps to troubleshoot the issue:

If agent registration fails with this error message, complete the following operation:

1. Use any network packet tracing tool to trace the packets from the agent system to PowerProtect Data Manager.
2. Start the packet tracing between the source IP of the agent system and the destination IP of PowerProtect Data Manager.
3. Start the network traffic between the agent system and PowerProtect Data Manager.

   Wait 10 to 15 seconds.

4. Analyze the captured packets.
5. Look for SYN and SYN_ACK packets to see if a 3-way handshake is being performed.

   Determine whether the source agent or the destination PowerProtect Data Manager is blocking the connection.

   If network traffic is blocked, contact your network security team to resolve the port communication issue.

PowerProtect agent service operations

To troubleshoot PowerProtect agent service operations, you can check the PowerProtect agent service log file OpAgentSvc-<timestamp>.log, which is created in <agent_service_installation_location>\logs on Windows. To modify the log level and retention of temporary files, you can modify specific parameter settings in the config.yml file.

To modify the log level and retention of temporary files, you can perform the following steps:

1. Stop the agent service.
2. Open the config.yml file in an editor.
3. Modify the log-level settings in the following parameters, as required:
   • DEBUG
   • INFO
   • WARNING
   • ERROR
   • CRITICAL
   NOTE:These parameters are listed in order of decreasing number of messages in the debug information output. The default log-level is INFO.
4. To retain the temporary files, set the keepTempFiles parameter to True in the config.yml file.
   NOTE:The agent service and application agent communicate through the temporary files, which are typically deleted after use but can be useful for troubleshooting purposes. Do not leave the keepTempFiles parameter set to True permanently, or the temporary files can use excessive space on the file system.
5. Start the agent service.

Asset configuration job is queued when a policy configuration job fails to create a storage unit

An asset-level configuration job runs only after the corresponding policy configuration job creates the required storage unit for the protection policy. If the policy configuration job fails to create the storage unit, the asset configuration job is queued, waiting for the storage unit to be created. The asset configuration job remains queued for a maximum of 24 hours and is then canceled automatically.

You can monitor the status of policy configuration jobs and asset configuration jobs in the System Jobs window in the PowerProtect Data Manager UI.

As a workaround, try to restart the failed policy configuration job while the asset configuration job is queued. If the policy configuration job succeeds in creating the required storage unit, the asset configuration job restarts and runs to completion. Otherwise, if the policy configuration job cannot create the storage unit, the asset configuration job is canceled after being queued for 24 hours.

PowerProtect agent service installation failures

A PowerProtect agent service installation might fail with the following error message:

Service 'PowerProtect Agent Service' (AgentService) could not be installed. Verify that you have sufficient privileges to install system services.

Possible causes of the installation failure are as follows:

• The installation was attempted on a passive node of a Failover Cluster Instance (FCI).
• The installation was canceled and a rollback left some stale entries of PowerProtect agent services.

As a workaround, clean up the PowerProtect agent service entries, and retry the installation.

PowerProtect agent service fails to start on Windows

After the application agent is installed, the PowerProtect agent service might fail to start on the Windows operating system.

Check for the following timeout error messages in the event viewer logs:

A timeout was reached (30000 milliseconds) while waiting for the PowerProtect Agent Service service to connect.
The PowerProtect Agent Service service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

If these error messages appear in the event viewer logs, apply the following workaround: A slow service does not start due to time-out error in Windows