Known Issues
Changing SAP Hana Instance number on a policy saves but then reverts back to previous Instance number
Summary This Article explains a known issue in where you change the SAP HANA Instance Number on a policy, save the policy and then it reverts back to the previous number. Steps to fix: 1. Disable SAP HANA backup in instance configuration screen as ...
Resolving Snapshot Restore Failures from Cold Storage, Error: "not all blocks were processed"
Issue During the process of restoring a snapshot from cold storage, the snapshot is successfully retrieved from cold storage to the hot tier (S3). However, the restore process may fail when retrieving from S3 to EBS with the following error: Worker ...
Knowledge Base Article: Resolving Access Denied Error in N2WS S3 Sync
Issue When attempting to copy an object between S3 buckets using AWS KMS for encryption, you encounter the following error: copy failed: s3://atestbucket2022-with-kms/CPM Configurations.pdf to s3://s3sync-cross-account-destination-with-kms/CPM ...
Resolving Access Denied Errors in N2WS S3 Sync (CopyObject or ListObjectsV2 )
When using N2WS S3 sync policies, you might encounter the following errors: CopyObject Operation Error: 10/29/2024 03:02:11 PM, Error, "copy failed: s3://atestbucket2022saif/cli commands.txt to s3://s3sync-cross-account-destination/cli commands.txt ...
Troubleshooting VSS backup failed with error "find_and_set_instance_id failed"
Issue Application consistent backup and VSS are enabled on the agent, but the backup keeps failing. Symptoms In the Agents page, the “Last Heard from” status shows as “Never”. The CPM agent error file contains an error similar to the following error: ...
N2WS-24189 - OpenSSH vulnerability on CPM instance
Issue: following reported vulnerability for OpenSSH: CVE-2024-6387 Solution: For versions 4.2.2/4.3.0, do the following steps: Take snapshot of the cpmdata volume Connect to N2WS server via SSH, user is cpmuser run following command: sudo apt update ...
N2WS-24114 - N2WS AMI redeploy fails for server upgraded with patch
Issue: Customers who upgraded their N2WS server from v4.2 to v4.3 with patch downloaded from release notes before 20th June, will not be able to redeploy the server. When trying to redeploy from marketplace and using existing 4.3 cpmdata volume, ...
Not able to add new backup targets in N2WS policy of a new AWS region.
Issue: trying to add a backup target, to a policy, from a new AWS region and receiving the following error message: Failed to get AWS instances (account: XXXXXXXXX, region: XX-cccccc-1). Reason: The security token included in the request is invalid ...
N2WS-23418 - Incorrect display of scheduled exclude time
Issue: Schedule UI is might show incorrect exclude time In addition, the the enabled/disabled toggle will show off even when enabled, Solution: v4.2.2 - install attached patch: ...
N2WS-22770 - MySQL 5.7 RDS export to S3 fails
Issue: RDS MySQL 5.7 export to S3 fails with "Failed to get DB schema or users from eks-website-prod: mysqldump failed with error code 2" Solution: v4.2.2 - install attached patch and do below steps
N2WS-23784 - cleanup fails with No progress was reported
Issue: Cleanup fails with server terminating the worker for no progress reported. Solution: v4.2.2 - install attached patch and do below steps NOTE: patch can take few min to install, during which apache will be restarted, need to wait at least 5-10 ...
N2WS-23747 - Windows recovery in DR region fails with cannot create image.
Issue: Windows recovery in DR region fails with cannot create image. Solution: v4.2.2 - install attached patch and do below steps.
N2WS-22085 - can't use SMTP without a password.
Issue: can't use SMTP without a password for sending reports. Solution: v4.2.2 - install attached patch and do below steps. The patch add new config to the cpmserver.cfg, to disable the requirement for password. Steps: 1. Connect via SSH to CPM, user ...
Error on Instance recovery - Instance recovery failed: Failed checking snapshot availability
Issue: Error - Instance recovery failed: Failed checking snapshot availability When running a recovery, first CPM downloads the data from the bucket, then it creates a temporary snapshot and then creates the instance. This error occurs when a timeout ...
Objects gets deleted manually from S3 bucket from AWS console.
Issue: S3 backup objects in a bucket get deleted manually directly from the AWS account. For example, a user logs into AWS and deletes items stored in the bucket manually. Solution: This is not a supported method of deleting backups. You will need to ...
Placing a life cycle policy on a bucket in AWS causes the S3 backups or recoveries to fail
Issue: Placing a lifecycle policy on a bucket in AWS causes the S3 backups or recoveries to fail. Solution: Placing a lifecycle policy on bucket in AWS using a bucket policy is not supported for bucket used to store snapshots. If any object was moved ...
How To Install a Patch to the N2WS Instance
How To Install a Patch on the N2WS Instance 1. Go to General Settings, then choose "Patches". 2. Click "choose file" , browse to the patch file and open it. 3. The file name should now appear in the window, then click on "upload and install". 4. You ...
N2WS-22914 - Unable to encrypt root volume of running Worker instance
Issue: Cannot encrypt the root volume of a running worker instance. The attached patch and instructions will add support to enable encryption on a running worker instance. Solution: With either of the below solutions, you must also edit the ...
Scan tag fails with The security token included in the request is invalid
Issue: When doing scan tag for for a region that requires opt-in (region that needs enabling in AWS, ap-southeast-4 for example) and using N2WS Account with assume role, both source and target account need to have the region enabled. Failing to do ...
N2WS-23140 - incorrect dr cleanup message
Issue: during DR cleanup, there is an incorrect error message saying there might be issues because all backups succeeded. Cleanup did not mark any AWS dr backup for deletion for AWS policy testing. Only 7 of 7 dr backups completed successfully. ...
N2WS-22712 - Unable to select S3 source for recovery when N2WS is in recovery mode
Issue: When N2WS Server is in recovery mode, User can't select S3 as the source for the recovery Solution: v4.2.0 - upgrade to 4.2.2 and install patch 4.2.1 & v4.2.2 - install attached patch
N2WS-23161 - When server fails to terminate worker, it is failing to add log message
Issue: When N2WS Server is failing to terminate a worker instance, there is an exception when adding the log Traceback (most recent call last): File "./cpmserver/cpm/backup_copy/proxy_operations.py", line 194, in terminate_proxy File ...
N2WS-23233 - Recovery from DR region might fail or select wrong snapshot
Issue: During recovery from DR region, wrong snapshot might be selected which can lead to recovery failing or recovering incorrect data. Solution: v4.2.0 & v4.2.1 - upgrade to 4.2.2 and install patch v4.2.2 - install attached patch
cpmdata volume disk usage growth due to binlog
Background: In version 4.2.x, we have upgraded MySQL DB from version 5 to version 8, this changed the default parameter that determines how many binlog file to keep from 10 days to 30 days. This might result in increase in the size the MySQL DB take ...
N2WS-21357 - Patch installation fails with Internal Server Error
Issue: Patch installation fails with this error in the UI Solution: 1. Connect to the N2WS server via SSH, username is cpmuser and your selected keyPair 2. Run the following command sudo grep PrivateTmp /lib/systemd/system/apache2.service 3. If ...
N2WS-22879 - DR retention is not working as expected
Issue: When DR retention setting is different from the general retention setting, the DR snapshots are deleted too early. Solution: v4.2.1: Patch is available and attached to this KB. v4.2.0: Upgrade to 4.2.1 and apply patch
N2WS-22950 - data mismatch between EBS recovered and Glacier recovered volumes
Issue: when recovering a snapshot that has been moved to cold storage (archived), in rare situations, the recovered data may be different than the original data. Note: S3 backups are not affected Solution: v4.2.0 & v4.2.1: Patch is available and ...
N2WS-22811 - Backup fails with error "internal agent error"
Issue: Backup fails with internal agent error in UI, because it fails to auto-remove terminated instances There is this error in UI Error - Backup is aborted due to an internal agent error and this error in server logs WARNING: ...
N2WS-22866 - Copy to S3 is ignoring selected storage class
Issue: Due to a bug, the selected storage class is ignored when copying snapshot to S3 and instead Standard is used Solution: v4.2.1: Patch for v4.2.1 is available and attached to this KB. v4.2.0: Upgrade to 4.2.1 and apply the patch
N2WS-22828 & N2WS-22849 - Fix handling of disk encryption set during backup & recovery
Issue: Azure recovery for encrypted disks fails with DiskEncryptionSet was not found error Info Recovery session started < type: virtual_machine, policy: AZ_DR_Encrypt, account: AzureMainAcct > info Starting recovery of virtual machine's disks Error ...
N2WS-22811 - Backup fails with error "internal agent error"
Issue: Backup fails with internal agent error in UI, because it fails to auto-remove terminated instances There is this error in UI Error - Backup is aborted due to an internal agent error and this error in server logs WARNING: ...
N2WS-22800 - Change AWS GovCloud account for Worker AMIs
Issue: The worker AMI's used to launch worker instances for S3/FLR operations in AWS Gov regions are changing account number Without the patch below, ALL worker-based operations(such as FLR and S3) will soon start to fail! Solution: Patch for ...
N2WS-22666 - Post upgrade user can not enable or disable policies
Issue: After upgrade to 4.2.0, enable or disable policy option in the policy tab is not long working Solution: Patch for v4.2.0 is available and attached to this KB.
SSH to the CPM instance fails after upgrade to CPM 4.2.x with "Server refused our key"
Problem: After upgrading the CPM instance to version 4.2.x, when you try to SSH to the server with PuTTY it may fail with the error "Server refused our key": Resolution: CPM 4.2 upgrades the version of Ubuntu to 22.04. This requires you to be using ...
N2WS-22672 - Tag scan fails with error "list index out of range"
Issue: Tag scan fails with the following error in cpm_scan.log log Traceback (most recent call last): File "./cpmserver/cpm/backup_tag.py", line 358, in scan_for_aws_resources File "./cpmserver/cpm/aws_utils.py", line 3100, in ...
N2WS-22641 - Backup stuck in progress when permission missing
Issue: When 'ec2:DescribeNetworkInterface' permission is missing, all backups get stuck in progress ERROR: create_instance_record(record_management.py:507) Could not get primary network interface info ( instance: i-12345678, NIC: eni-9876543). ...
N2WS-21092 - S3 cleanup fails with Out of range value
Issue: Cleanup is failing with below error in the cpm_server logs ERROR: other_maintenance_tasks(handlers.py:2003) Failed running S3 cleanup for disabled policies, encountered an exception Traceback (most recent call last): File ...
N2WS-22034 - Azure VM recovery under different RG does not work
Issue: When the VM networking is in a different RG then the VM itself, the recover fails with The Resource 'Microsoft.Network/virtualNetworks/MyVnet' under resource group 'MyRGl' was not found. Solution: Patch for v4.1.1a is available and attached to ...
N2WS-21940 - S3 Cleanup failing to start
Issue: cleanup process is showing as not started for a long long time in S3 cleanup log 9/10/2022 22:12 Info ===== Cleanup of policy xyz (account: MyAccount, user: MyUser) ===== And error is shown in the logs Traceback (most recent call last): File ...
N2WS-21963 - Copy to S3 fails with Failed to stop processor(s)
Issue: Copy to S3 is failing with following error ERROR: add_error(segment_handler.py:322) copy of md table of segment 1 of volume vol-12345678, instance i-0987654321, backup 123 fail : Failed to stop processor(s): not all blocks were processed ...
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