(Agent‑less PNs) Troubleshoot 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 tables lists the most likely causes first; therefore, verify the possible causes in the order that they are listed. Symptom What should I do? PN’s Connection Status icon is red and tooltip indicates PN offline. Check firewalls. Allow them to respond to pings. On the ESXi host, verify that PN proxy (VM) is powered on. If not, power on the vm. 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 back up request from onQ does so). Wait for the PN proxy to restart. PN proxy may be in a bad state. Try re-installing via portal enrollment. If none of the above resolutions work, go to the ESXi host and manually reset the PN proxy’s power. Backup process fails to create snapshots and the onQ 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 onQ 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.
