PowerProtect Data Manager 19.15 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:

On Linux or AIX, 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 and curl. 

1.	If the ping command is blocked in the environment and curl is not installed, the agent registration can still complete successfully. 
Review the agent service logs at /opt/dpsapps/agentsvc/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 these error messages, 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 and <agent_service_installation_location>/logs on AIX or Linux. 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.

Agent host is registered with short name instead of FQDN

Application agent registration using the short name of the agent host is not supported after updating to PowerProtect Data Manager 19.11 or later versions.

If the agent host was previously registered with the short name, and you attempt to reregister the host with the short name after updating PowerProtect Data Manager to version 19.11 or a later version, registration fails with the following error:

Unable to register the agent host <hostName> because short name is not allowed for agent registration.

To resolve the issue, do not remove the host. Configure the host with the Fully Qualified Domain Name (FQDN), and then retry the registration.

If you try to register a new host with the short name after updating PowerProtect Data Manager to version 19.11 or a later version, registration fails with the following error:

Unable to register the agent host <hostName> because short name is not allowed for agent registration.

To resolve this issue, remove the application agent host in the PowerProtect Data Manager UI:

1. Go to Infrastructure > Application Agents.
2. Select the entry for the application agent host and click Remove.

   After the removal, the host is in a "Deleted" state.

   NOTE:The application agent host is automatically removed from the Application Agents window within 24 hours after the deletion.
3. After the removal process is complete, configure the host with the Fully Qualified Domain Name (FQDN), and then retry the registration.

Asset configuration job is queued when 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.