Agent issues

Available in Classic and VPC

You might run into the following problems when using Backup. Find out causes and possible solutions.

Agent installation failed

Agent installation failed while creating a backup resource.

Cause

• A preliminary task that must be performed before you create a backup resource was not performed.
• A problem exists with the account, password, or permissions.
• A problem exists with the communications settings.
• A problem exists with the file path.
• A problem exists with the backup process.

Solution

Perform preliminary tasks
Tasks exist that must be performed before you create a backup resource. For more information, see Preliminary tasks.

Run Ncloud Tool Kit (NTK)
If you are in a Linux, see Check agent.

Check accounts, passwords, and permissions

• Make sure that no typos exist in the account and password you entered.
• If you are in a Linux, it is recommended to use the root account. If you use a regular account, ensure you have root permission.
• If you are in a Windows, it is recommended to use the administrator account. If you use a regular account, ensure you have administrator permission.

Check communication settings

• Ensure that network communication is allowed for backup agent installation and communication.

• Check the internal settings of ACG and OS to ensure that backup communication is allowed.

  • Linux agent

    • Classic environment
      • Agent communication IP range: 10.0.0.0/8
      • Agent backup communication port: 8400-8440
      • Agent installation port: 22 (SSH)
    • VPC environment
      • OS/DBMS agent communication IP range: 169.254.0.0/16
      • OS/DBMS agent backup communication port: 8400-8440
      • OS/DBMS agent installation port: 22 (SSH)
    Note

    If you change the SSH port, you cannot install the agent.

  • Windows agent

    • Classic environment
      • Agent communication IP range: 10.0.0.0/8
      • Agent backup communication port: 135 /139 / 445 / 24158 / 8400 to 8440
      • Fixed WMI PORT
      • Remote Registry Service activation
      • ADMIN$ sharing
    • VPC environment
      • Agent communication IP range: 169.254.0.0/16
      • Agent backup communication port: 135 /139 / 445 / 24158 / 8400 to 8440
      • Fixed WMI PORT
      • Remote Registry Service activation
      • ADMIN$ sharing
    Note

    You can install the agent only if the WMI Port and Remote Registry Service are set.

Once you have installed the DB Agent, you need to make additional settings for the DB instance. Make sure that the file paths are correct.

• MSSQL

  • Data Directory: copy and paste the path to "Data" in MSSQL > Database Default Location.

    Note

    To see how to check the contents of the Data Director in MSSQL, see Add DB Instance > MSSQL.

• MySQL

  • Binary Directory: executable file path for MySQL (e.g., /usr/bin/)
  • Log Data Directory: bin-log path (e.g., /var/lib/mysql)
  • Config File: my.cnf file path (e.g., /etc/my.cnf)
  • Socket File: MySQL.sock file path (e.g., /var/lib/mysql/mysql.sock)

• PostgreSQL
  No separate paths need to be specified.

Check the backup process
Verify that the backup process is running normally.

• Linux agent
  If the PID value in the result is displayed as N/A when you enter commvault list, please run the commvault start command.

• Windows agent
  If Status is displayed as Stopped in the result when you enter Get-Service -Name Gx* by running PowerShell as an administrator, please run following commands sequentially.

  Start-Service -Name "GxClMgrSD(Instance001)"
  Start-Service -Name "GxFWD(Instance001)"
  Start-Service -Name "GxCVD(Instance001)"
  

Error message "cannot execute binary file"

When I try to install Managed Backup Agent, I received the message "cannot execute binary file."

Cause

It is most likely a compatibility issue with the 32-bit OS.

Solution

If you are using a 32-bit OS, go to Customer Support > Materials in the NAVER Cloud Portal, see Backup files.

State maintained during agent deletion

The existing state is maintained during agent deletion.

Cause

• The account ID or password has been entered incorrectly.
• You don't have root permissions.
• The agent has an error.

Solution

Verify account/password information
Make sure you've entered your account and password correctly.

Check root permissions
When deleting an agent, make sure you have root permissions.

1. Stop the service on the NAVER Cloud Platform account where you installed the agent.

   #commvault stop
   

2. Change the path permission to root.

   chown -R root:root root_directory
   /home1/ncloud/commvault
   /home1/ncloud/CommVaultRegistry
   

3. Start the service using the root account.

   #/home1/ncloud/commvault/Base/commvault start
   

4. After entering the following command, capture the screen and send it to our Customer Support.

   • This step is to check whether the agent operates normally during the deletion process.

   commvault list  
   commvault status  
   commvault start