Azure MARS backup agent is not taking backup

27662802 0

Hello All, we have Windows 2012 R2 Server in our organization. For backup, we recently installed MARS backup agent on server but backup gets failed. As per the basic troubleshooting, I enabled TLS 1.2 manually (earlier only SSL 2.0 client key was available in registry. It was disabled by default). After enabling TLS 1.2 I observed server got rebooted and I could not do RDP to the server. Later, I found RDP management service is stopped and now it's not even getting started. Backup job is still showing collecting metadata to create VHDs. Also, in event logs I saw this error log "A fatal error occurred while creating an SSL client credential. The internal error state is 10013." Can anyone guide me what should I in this case? How to get backup started and RDP working again?

SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-05-24T11:07:15.9366667+00:00

@27662802 Sorry for the inconvenience this must have caused!

From the details provided, I understand that you installed MARS agent on Windows 2012 R2 Server and backups doesn't seem to be working.

This error "Backup job is still showing collecting metadata to create VHDs" seems common and might indicate that you have millions of files and folders into the volume.

First thing, you may want to check is the version of MARS agent.

Secondly, the backups might fail, if your network is slow.

Also, ensure you have these - https://learn.microsoft.com/en-us/azure/backup/backup-azure-manage-mars#configuring-antivirus-for-the-mars-agent anti-virus exclusions configured correctly.

Hope this helps. Feel free to write back if you have any further concerns.
27662802 0 Reputation points

2023-05-24T11:47:30.2666667+00:00

First of all Thank you for your response. MARS version is the recent one. Have checked .Net framework as well and it is also meeting the requirements. Initially, it took backup twice but now it is not working. Sometimes, it is throwing OBEngine error.
SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-05-29T10:00:44.4433333+00:00

@27662802 Could you please share the error details, possibly a screenshot?

1 answer

Limitless Technology 43,966 Reputation points

2023-05-24T11:02:07+00:00

Hello there,

Check the following before you start troubleshooting Microsoft the Azure Recovery Services (MARS) agent:

Ensure the MARS agent is up to date.

Ensure you have network connectivity between the MARS agent and Azure.

Ensure MARS is running (in Service console). If you need to, restart and retry the operation.

This article describes how to resolve errors you might see during configuration, registration, backup, and restore.

https://learn.microsoft.com/en-us/azure/backup/backup-azure-mars-troubleshoot

Hope this resolves your Query !!

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27662802 0 Reputation points

2023-05-24T12:17:37.8733333+00:00

Thank you for your response. MARS version is up to date. Connectivity between agent and Azure is in place. .Net framework is later than 4.5. I tried enabling TLS1.2. does TLS cause harm to RDP? RDP service is stopped and not getting started even manually. Also, tried re-registering the server. But nothing working.

SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-05-25T16:17:19.8966667+00:00

@27662802 Could you please reboot the server where you have MARS agent installed?

27662802 0 Reputation points

2023-05-25T16:29:40.1833333+00:00

I enabled TLS 1.2, as per MARS requirements, server got rebooted. Then RDP services got stopped. To revive RDP, I disabled RDP. Now, we can't get virtual console of our Dell Physical server from Dell iDRAC. I'm getting feeling like I created a big mess. Things did not go as per my understanding of TLS.

SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-05-25T18:20:03.3733333+00:00

@27662802 Please send us an email at AzCommunity @ Microsoft dot com with subject: Attn: Sadiqh Ahmed with your subscription ID and a link to this forum thread for context.

SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-05-26T17:44:29.03+00:00

@27662802 We haven't heard back from you. In case you already found a solution, would you please share it here with the community? Otherwise, please send an email to the mentioned address in the previous post.

27662802 0 Reputation points

2023-05-26T18:03:00.2+00:00

Hello Sadiq, actually, I need to discuss with my seniors further. Since the server is physical once we get the access of it, I'll try to register case with Microsoft for MARS agent backup issue.

SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-06-12T11:04:20.45+00:00

Sure! :)

27662802 0 Reputation points

2023-06-21T11:54:16.0633333+00:00

Thanks for your quick response. I'm late in response but I am happy to share that the issue is resolved. Earlier, I set 1 as a registry value for TLS 1.2 and later we changed it to 4294967295 and done. It's working. May be because on other Windows servers we have 4294967295 as value in TLS 1.2 registry. If you can explain how these two values make difference then it would be a great help.

SadiqhAhmed-MSFT 38,551 Reputation points Microsoft Employee

2023-06-21T14:34:51.89+00:00

@27662802 Not sure, may be Azure technical support team would be able to answer this question.
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