Troubleshooting
CPM instance backups may hang after upgrading to 2.3.0
The below indicators may point on this issue- Instance backups fail to complete (stuck in "In Progress") whereas volume backups complete successfully Remote agents fail to connect via proxy Below error is seen in CPM agent log- ERROR: ...
CPM may restore "AMI only" snapshots with wrong volume type
When restoring a snapshot from an "AMI only" policy, CPM may restore the snapshot with a wrong volume type. If you face this issue, please upgrade to latest 2.X.X version Reference defect number – N2WS-1711, fixed in v2.3.0c Link to Release Notes and ...
Cleanup process may end abruptly with UnboundLocalError after upgrade to v2.3.x
If Cleanup process doesn't complete successfully in v2.3.0/a/b, please download the logs and look for the below print: ERROR: _run_job…"cleanup_function (trigger: interval…, next run at: …" raised an exception Traceback (most recent call last): … ...
Backup scripts may fail after upgrading to CPM 2.3.0
If you have partially successful backups after upgrading your CPM to v2.3.x or newer, please open the backup log and search for the below: Error - Could not find script "before_<Policy Name>", will continue without backup scripts If you have found ...
CPM may fail to clear “Explore” sessions which are not properly closed
When exploring a volume via CPM, if the session is not properly closed by using the Close button, the volume may remain attached to the CPM. If you notice that the volume remains attached to the CPM (EC2 console shows more than 2 volumes attached to ...
Cross-Account and Cross-Region DR of an encrypted RDS database may fail
If cross-region and cross-account backup of an encrypted RDS database is successful, but fails in the cross-region cross-account DR copy, you may see the following error in the cpm logs: ERROR: start_copy_region(dr_rds.py:381) RDS DR copy_snapshot ...
An error may occur during the installation of CPM "Error = Failed creating root credentials"
An error "Failed creating root credentials" may occur during the installation of CPM. This error "Failed creating root credentials" is usually the caused by one of the following 1. Result of selecting the option "use existing volume" during a ...
"DR was trivial - no snapshots to copy" message may appear in the backup logs
The following message may appear in the backup logs: Info - DR was trivial - no snapshots to copy This message means that CPM doesn't support replicating snapshots of the resource type protected in this policy. Before CPM v2.3.x, this message will be ...
Recovery of a dedicated host may fail
When performing recovery of a dedicated host, recovery may fail with the following error in the Tenancy option: Select a valid choice. host is not one of the available choices If you face this issue, please upgrade to the latest 2.X.X version ...
CPM Configuration Wizard may not allow to set the "AWS Authentication" option, resulting in "Could not authenticate with AWS" error
When upgrading to v2.3.x using AMI, CPM Configuration Wizard may not allow to set the "AWS Authentication" option, resulting in the "Could not authenticate with AWS" error: As a workaround, please terminate this CPM instance and use the v2.2.0a AMI ...
"Cannot attach volume 'vol-xxxx' with Marketplace codes" error may be displayed during CPM upgrade
The following error message may be displayed when trying to upgrade the CPM instance using a new AMI: Could not attach volume vol-1234567890abcdef to instance i-abcdef0123456789. Reason: Cannot attach volume 'vol-1234567890abcdef' with Marketplace ...
How to setup AWS CloudTrail tracing for CPM Issues
Background: Sometimes for complex CPM issues, Support will request that you enable AWS CloudTrail tracing to assist in determining the root cause of an issue. The AWS CloudTrail is included in all AWS Services and does not require a separate ...
CPM IDP configuration may fail if CPM is configured with custom DNS
When CPM is used with a custom DNS (not AWS DNS or public IP), IDP configuration may fail with the following error in the logs: Failed getting CPM public host name. Exception: HTTP Error 404: Not Found If you face this issue, please upgrade to latest ...
File Level Recovery may fail with error "The reason could be missing/unsupported file system"
File-level recovery may fail with the following error printed in the CPM logs: Partition Table: gpt Number Start End Size File system Name Flags 1 2097kB 805GB 805GB primary raid INFO: ...
File-level recovery may fail with "Reason: In order to use this AWS Marketplace product you need to accept terms and subscribe"
File-level recovery may fail with the following error printed in the CPM logs: ERROR: explore_backup_init(.\cpmserver\cpm\filemanager\views.py:368) File Level Recovery - failed exploring snapshot snap-0123456789abcdef. Reason: Volume ...
A backup may be marked "Partially Successful" due to the "Instance probably doesn't exist anymore" error
A backup may be marked "Partially Successful" due to the "Instance probably doesn't exist anymore" error: Error - (instance: i-1234567890abcdef) could not get object from aws. Instance probably doesn't exist anymore ... Warning - Finished kicking off ...
Recovery of an encrypted volume may fail: "Not authorized to use key"
Performing a cross account recovery of an encrypted volume, or of an instance containing an encrypted volume may not work if the target account cannot access the encryption key from the source account. Error may appear in the CPM Server log as below: ...
CPM may not copy tags from RDS into a snapshot
Symptom: RDS Snapshots may not have tags copied from original RDS You may also see the following error in the cpm_agent.log and agent_error.log: User/user_name_here is not authorized to perform: rds:AddTagsToResource on resource: ...
Weekly or monthly schedule not working as expected.
Attention: this KB is applicable only to CPM v2.2.x and below. CPM may not start a weekly or monthly schedule as expected if the "Start Time:" day of week does not match the "Enabled on:" day of week. The below screenshot shows this issue in a weekly ...
Error Message "Only 1 instances of CPM Enterprise Edition are allowed to perform backup in one account." when performing upgrade or installation of CPM server.
Symptom: When upgrading or installing your CPM server by installing a new instance, you could get the following error: Only 1 instances of CPM Enterprise Edition are allowed to perform backup in one account. the following instances belong to this ...
Empty tag value may result in the error "Instance (or Volume) <ID> wasn't scanned properly"
The error "Instance (or Volume) <ID> wasn't scanned properly" may appear in resource scan log and CPM server log if an instance, or volume is configured with the cpm backup tag key, and the tag value is empty. This message will appear only if the tag ...
Agent connection may fail with error <urlopen error [Errno 11001] getaddrinfo failed>
A backup warning may appear in the backup log: "Info - Following 'app-aware' agents are not connected: <instanceID>" The following error may appear in the remote agent log: ERROR: get_agent_tasks(agentapi_requests.pyo:374) failed calling url ...
Downloading from explore session with delegate user may result in "There are no active explore sessions..."
Sometimes when a delegate user tries downloading a file or folder using file explore, CPM may show a message "There are no active explore sessions..." and the file/folder is not restored. The following message may appear in the browser: The following ...
Old versions (pre-v2.1.x) of CPM may fail to communicate with AWS with error "could not get object from aws" and reason "SSL3_GET_SERVER_CERTIFICATE:certificate verify failed"
Old versions (pre-v2.1.x) of CPM may fail to communicate with AWS, logging the following error: Error - (instance: i-12345678) could not get object from aws. Reason: [Errno 1] _ssl.c:503: error:14090086:SSL ...
A c5 instance recovery from snapshot may fail
If CPM didn't backup a c5 instance with initial ami (snapshots only), the recovery may fail with the following error: To recover a c5 instance you will need to use the AWS CLI to create an AMI to be used during recovery. The examples below are ...
"Cannot attach volume 'vol-xxxx' with Marketplace codes" error may be displayed during the Explore operation
The following error message may be displayed when trying to explore a root volume of an instance that belongs to an AWS Marketplace product: Explore failed: 1. Volume vol-1234567890abcdef created (original: vol-0abcdef123456789). However attach to ...
RDS cross-region snapshots may not get deleted
Cross-region replicated RDS snapshots may not get deleted during Cleanup. If you face this issue, please upgrade to latest 2.X.X version Reference defect number - 1568e9cd0f, fixed in v2.2.0 Link to Release Notes and the latest patch - ...
New feature - CPM now adds tags to snapshots and AMIs using a single API call
To reduce the number of API calls, CPM's behavior has been changed. When applying tags to snapshots, CPM will apply the tags using a single API call, rather than an API call per tag. Reference defect number - e5de964f41, fixed in v2.2.0 Link to ...
Exception may occur when trying to recover an instance using CPM CLI
When trying to recover an instance, volume or DB using CPM_CLI, recovery mail fail with an exception If you face this issue when performing non-DR recovery, please upgrade to latest 2.X.X version Reference defect number - 83ec3dd251, fixed in ...
CPM may accidently remove an instance from a policy
If a policy does not contain an instance which is expected to be associated with it, please download and search the logs for the following print in cpm_agent logs: ERROR: get_account_credentials(.\cpmagent\agent.py:<line number>) Can't find ...
CPM may fail to add an instance using "Scan Resources”, if policy is created from a template and the "#app-aware" option is added to the tag
When trying to add an instance to a new policy, which is created from a template using the cpm backup tag and value of new policy:existing policy#app-aware, tag scanning may fail with the following error: “Resource tag scan failed". The new policy is ...
Agents tab may show “Last Heard From” state as “Never” for Windows Server 2016 or 2019 agents
If a policy is configured with Windows Server 2016 or 2019 backup targets, and Application-consistent backup is enabled but the Agents tab shows the instance’s Last Heard From state as Never, please RDP to the agent server and check the following: ...
Backup of RDS may fail with the error “can not take snapshot, db is in stopped state" error
Backup of RDS may fail with the below error: "(database: >DB name>) can not take snapshot, db is in stopped state" This is due to an AWS limitation. AWS automatically backs up a stopped RDS, so there is no need for manual backups: ...
Volume recovery during File level restore may fail with the “failed mounting device” error
Exploring a volume via Backup Monitor may fail with the following error: If you experience this error, please confirm you are using a simple volume type. Please see here for more info: ...
Volume recovery may fail during File Level Restore with the “exceeded your maximum storage limit” error
Exploring a volume via Backup Monitor may fail with the following error: If you experience this error, you need to increase the total storage limit in this region for the type of storage mentioned in the error. In EC2 console, go to the desired ...
DR of encrypted snapshots may fail with the “No matching KMS alias” error
DR of encrypted snapshots may fail with the following error in the Backup log: ERROR: start_copy_region(.\cpmserver\cpm\dr_volume.py:<line number>) Volume DR copy snapshot failed (in Backup account). No matching KMS alias on target region (source ...
Cross-account exploring of encrypted snapshots may fail
Exploring of cross-account encrypted snapshot may fail with error: Reason: Encrypted snapshots with EBS default key cannot be shared (OperationNotPermitted) If you receive the error above, please note that exploring a cross-account snapshot with ...
Resizing the cpmdata volume
Resizing the cpmdata volume is done like any other ec2 instance. The general procedure can be found here - https://docs.aws.amazon.com/AWSEC2/latest/UserGuide/recognize-expanded-volume-linux.html IMPORTANT - Before extending a file system that ...
CPM may malfunction if security group is misconfigured
CPM may malfunction if security group is misconfigured. For example CPM may experience slow response and timeout in CPM console/GUI when adding backup targets: ERROR: policy_add_databases(.\cpmserver\cpm\views.py:3415) rds.RDSConnection or ...
Error "Policy "Policy_Name" doesn't exist/attached to account" may be printed into CPM server log during the tag scanning operation
The following may be printed into the CPM server log during the tag scanning operation: ERROR: manage_account_tagged_resources(.\cpmserver\cpm\backup_tag.py:336) Policy_Name doesn't exist/attached to account To resolve: Find error in CPM server logs, ...
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