Troubleshooting : (Agent‑less PNs) Connection and Backup Problems
  
(Agent‑less PNs) Connection and Backup Problems
Use the following table to troubleshoot connection and backup problems with agent‑less PNs as reported by the onQ Portal. This table lists the most likely causes first; therefore, verify the possible causes in the order that they are listed.
Symptom
Possible Cause
Solution
PN’s Connection Status icon is red and tooltip indicates PN offline.
Firewall might be preventing ping.
Check firewall. Configure it to allow PN to respond to ping.
PN proxy might be powered off.
On the ESXi host, verify that PN proxy (VM) is powered on. If not, power on the vm.
If you just performed a restore using QUARK, your PN may have acquired a DHCP IP address, not the original static IP address.
Modify the PN’s configuration to reflect its original, static IP address. Afterward, onQ can resume backups of the PN.
PN’s Connection Status icon is green with a yellow dash (–) sign and tooltip indicates Proxy offline.
PN proxy might be in the process of restarting (every backup request from onQ does so).
Wait for the PN proxy to restart.
PN proxy might be in a bad state.
Try re‑installing via portal enrollment.
Unknown.
Log on to the ESXi host and manually reset the PN proxy’s power.
Backup process fails to create snapshots and the PN’s Event Log indicates an event for this issue.
 
Disable backups for the PNs from the same host, then initiate a manual snapshot. If the snapshot completes successfully, delete that snapshot.
 
From the ESXi host, reset power on the PN proxy.
 
Restart protection on the onQ.
Backup of PN's pauses and the PN’s Event Log indicates that there is a backlog for backup requests.
 
From the ESXi host, power off the PN proxy (VM). onQ restarts the proxy and starts backups again.
PN proxy returns the following exception: system: 2014–06–02 06:31:29: Snapshot of PN and mount to proxy failed: PN wasn't moved to the new snapshot, or Snapshot creation failed.
Base‑disk must be mounted within 30 minutes. VMware supports creation of snapshots via the vSphere SDK. The PN proxy uses this API to create a snapshot and mount the snapshot disks. In some cases, (for example, a faulty VSS in the PN or a quiesce script in the PN), the snapshot API can fail. After the vSphere SDK returns a success for snapshot creation, the proxy waits 30 minutes for the base‑disk to be mounted. If the snapshot disk isn't mounted during that time and the PN hasn't moved to the new snapshot disks, the PN proxy fails the operation and errors out with aforementioned exception.