Troubleshooting
Linux scripts may start failing after upgrading to a new CPM version (using AMI) or migrating CPM to a different account/region
Linux scripts may start failing after upgrading to a new CPM version (using AMI) or migrating CPM to a different account/region. In order to restore scripts' functionality, please run a script from command line, and approve the SSH key by answering ...
File level restore may fail with the "Failed adding share permission" error
File level restore may fail with the "Failed adding share permission" error: ERROR: share_snapshot(.\cpmserver\cpm\aws_utils.py:265) Failed adding share permission to snapshot snap-1234567890abcdef (original volume: vol-abcdef1234567890) Failed. ...
CPM Agent may fail to connect to the CPM Server with errors 10060 or 10061
CPM Agent may fail to connect to the CPM Server with errors 10060 or 10061: failed calling url https://cpmserver/agentapi/XYZ/. Exception: <urlopen error [Errno 10060] A connection attempt failed because the connected party did not properly respond ...
CPM stops working with the "Lost connection to license server" error
Background: When running CPM "Free Trial & BYOL Edition", It needs to connect to our license server and you may experience the below error: The system identified issues and will stop backing up. This could be due to a downgrade of an existing server ...
VSS pre-snapshot operations on an Agent may fail almost immediately with "vss script crashed or failed. return code: 1"
VSS pre-snapshot operations on an Agent may fail almost immediately with "vss script crashed or failed. return code: 1" listed in the Agent log: ERROR: start_vss_quiesce(remote_agent.pyo:909) policy ihpa_daily, vss failed (reason: vss script ...
Browser fails to load CPM GUI with the "Bad Request" error
Browser may fail to load CPM GUI with the "Bad Request" error, with reason listed as "You're speaking plain HTTP to an SSL-enabled server port": The reason is that you are trying to access port 443 over HTTP instead of HTTPS, like this: ...
Instance recovery may fail with the "Address xxx.xx.xx.xx is in use" error
Issue: When attempting instance recovery, it may fail with the following error in the recovery log: Error - First step (launching instance) failed. Reason: Address xxx.xx.xx.xx is in use. Solution: This usually happens because you are trying to ...
All CPM operations may fail with the "Name or service not known" error
CPM operations may start failing with the following error in the logs: ERROR: cleanup_function(.\cpmagent\agent.py:2543) could not delete AMI ami-87654321 in policy PolicyName.Reason: [Errno -2] Name or service not known (code: None) ERROR: ...
Snapshots or DR are failing with "Exception: <urlopen error [Errno 1] _ssl.c:510: error:0407006A:rsa routines:RSA_padding_check_PKCS1_type_1:block type is not 01>"
Sometimes snapshots/DR may start failing, while the local CPM Server's logs contain these repeated errors: ERROR: get_agent_tasks(.\common\agentapi_requests.py:374) failed calling url https://127.0.0.1/agentapi/agent_tasks/. Exception: <urlopen error ...
Cleanup may not delete snapshots older than the defined retention for the policy
CPM removes the snapshots in accordance with defined retention policies. However, only successful backups are counted towards the retention. It is crucial to understand what a "successful backup" is. A "successful backup" is a backup that has both ...
DR may delay replication of some snapshots (showing them as "pending") with "Too many snapshot copies in progress"
DR may delay replication of some snapshots (showing them as "pending") with the following message printed in the logs: "Volume DR We reached the max limit of snapshot copy requests for region US East (N. Virginia) (policy POLICY_NAME,in Backup ...
Snapshots may fail with "Reason: Maximum allowed active snapshot limit exceeded."
Snapshots may fail with "Reason: Maximum allowed active snapshot limit exceeded." This means that you have exceeded Amazon's limit of snapshots per account (10000 by default). ...
After restoring a RHEL 7.x instance, yum update stops working
After restoring a RHEL 7.x instance, yum update stops working: [root@hostname~]# yum update Loaded plugins: amazon-id, rhui-lb, search-disabled-repos epel/x86_64/metalink ...
"SnapshotQuotaExceeded" error when trying to backup RDS
Customer may receive the following error when trying to backup RDS: ERROR: get_object(connection.py:1202) 400 Bad Request ERROR: get_object(connection.py:1203) <ErrorResponse xmlns="http://rds.amazonaws.com/doc/2013-05-15/"> <Error> ...
"The system identified issues and will stop backing up" error during an upgrade
Customers may receive the following error during a CPM upgrade: The system identified issues and will stop backing up. This could be due to a downgrade of an existing server or expiration of license. CPM Server is in recovery mode and will not ...
"Could not register trial, this account had been registered to a trial before" error
If during the setup of the CPM instance you receive the following error after step 5: Failed registering account. Reason: Could not register trial, this account had been registered to a trial before, please contact N2WS support Please choose "This ...
DR may fail with "Error: No KMS info for region" and "failed getting kms aliases"
The following error may appear in the Backup Log: Error - Failed looking for source KMS (region US West (Oregon), snapshot snap-xxxxxxxx). Error: No KMS info for region us-west-2 (No KMS) This error may appear in cpm_server.log: ERROR: ...
RDS Backup or DR fails with Reason: cannot create more than 100 manual snapshots
Issue: Backup or DR may fail with the following errors: ERROR: run_snapshots(.\agent.py:880) (database: "dbname") snapshot failed to start. Reason: cannot create more than 100 manual snapshots ERROR: backup_function_internal(.\agent.py:1204) policy: ...
DR Fails with ERROR: start_copy_region(n2wsoftware\cpmserver\cpm\dr_ami.py:282) AMI DR copy_image failed from region "regionname1" to region "regionname2". AMI ami-xxxxxxxx, policy "policyname" (in "accountname" account). Exception You are not authorized to perform this operation.
This is caused by the "CopyImage" permission missing from your IAM policy. As a result, CPM fails to copy the image and try again after the next backup completes. Resolution: Follow the steps on the KB article below to update your IAM Role to the ...