排查 Microsoft Azure 恢复服务 (MARS) 代理问题Troubleshoot the Microsoft Azure Recovery Services (MARS) agent

• 11/17/2020
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本文介绍如何解决在配置、注册、备份和还原期间可能会出现的错误。This article describes how to resolve errors you might see during configuration, registration, backup, and restore.

基本故障排除Basic troubleshooting

我们建议在开始排查 Microsoft Azure 恢复服务 (MARS) 代理问题之前检查以下各项：We recommend that you check the following before you start troubleshooting Microsoft the Azure Recovery Services (MARS) agent:

• 确保 MARS 代理是最新的。Ensure the MARS agent is up to date.
• 确保已在 MARS 代理与 Azure 之间建立网络连接。Ensure you have network connectivity between the MARS agent and Azure.
• 确保 MARS 正在运行（在服务控制台中）。Ensure MARS is running (in Service console). 如果需要，请在重启后重试操作。If you need to, restart and retry the operation.
• 确保暂存文件夹位置有 5% 到 10% 的可用卷空间Ensure 5% to 10% free volume space is available in the scratch folder location.
• 检查其他进程或防病毒软件是否正在干扰 Azure 备份。Check if another process or antivirus software is interfering with Azure Backup.
• 如果备份作业已完成但出现警告，请参阅备份作业已完成，但出现警告If the backup job completed with warnings, see Backup Jobs Completed with Warning
• 如果计划的备份失败，但手动备份可正常进行，请参阅备份不按计划运行。If scheduled backup fails but manual backup works, see Backups don't run according to schedule.
• 确保 OS 中已安装最新的更新。Ensure your OS has the latest updates.
• 确保从备份中排除使用不受支持的属性的不受支持驱动器和文件。Ensure unsupported drives and files with unsupported attributes are excluded from backup.
• 确保受保护系统上的时钟配置为正确时区。Ensure the clock on the protected system is configured to the correct time zone.
• 确保在服务器上安装 .NET Framework 4.5.2 或更高版本。Ensure .NET Framework 4.5.2 or later is installed on the server.
• 如果你正在尝试将服务器注册到保管库：If you're trying to reregister your server to a vault:
  • 确保在服务器上卸载代理并将其从门户中删除。Ensure the agent is uninstalled on the server and that it's deleted from the portal.
  • 使用最初用来注册服务器的相同通行短语。Use the same passphrase that was initially used to register the server.
• 对于脱机备份，请确保在开始备份之前，Azure PowerShell 3.7.0 已安装在源服务器和复制计算机上。For offline backups, ensure Azure PowerShell 3.7.0 is installed on both the source and the copy computer before you start the backup.
• 如果备份代理在 Azure 虚拟机上运行，请参阅此文。If the Backup agent is running on an Azure virtual machine, see this article.

提供的保管库凭据无效Invalid vault credentials provided

错误消息：提供的保管库凭据无效。Error message: Invalid vault credentials provided. 该文件已损坏，或者没有与恢复服务关联的最新凭据。The file is either corrupted or does not have the latest credentials associated with recovery service. (ID:34513)(ID: 34513)

其他建议Additional recommendations

• 转到 C:/Windows/Temp，检查是否存在超过 60,000 或 65,000 个扩展名为 .tmp 的文件。Go to C:/Windows/Temp and check whether there are more than 60,000 or 65,000 files with the .tmp extension. 如果存在，请删除这些文件。If there are, delete these files.
• 确保计算机的日期和时间与本地时区相匹配。Ensure the machine's date and time match the local time zone.
• 确保已将这些站点添加到 Internet Explorer 中的受信任站点。Ensure these sites are added to your trusted sites in Internet Explorer.

验证 Windows 的代理设置Verifying proxy settings for Windows

1. 从 Sysinternals 页下载 PsExec。Download PsExec from the Sysinternals page.

2. 在权限提升的命令提示符下运行 psexec -i -s "c:\Program Files\Internet Explorer\iexplore.exe"。Run psexec -i -s "c:\Program Files\Internet Explorer\iexplore.exe" from an elevated command prompt.

   此命令将打开 Internet Explorer。This command will open Internet Explorer.

3. 转到“工具” > “Internet 选项” > “连接” > “局域网设置”。 Go to Tools > Internet options > Connections > LAN settings.

4. 检查系统帐户的代理设置。Check the proxy settings for the system account.

5. 如果未配置代理但提供了代理详细信息，请删除这些详细信息。If no proxy is configured and proxy details are provided, remove the details.

6. 如果已配置代理但代理详细信息不正确，请确保“代理 IP”和“端口”详细信息正确。 If a proxy is configured and the proxy details are incorrect, ensure the Proxy IP and Port details are correct.

7. 关闭 Internet Explorer。Close Internet Explorer.

无法下载保管库凭据文件Unable to download vault credential file

Microsoft Azure 恢复服务代理无法连接到 Microsoft Azure 备份The Microsoft Azure Recovery Service Agent was unable to connect to Microsoft Azure Backup

无法使用指定的保管库凭据文件，因为它不是从与此服务器关联的保管库中下载的The specified vault credential file cannot be used as it is not downloaded from the vault associated with this server

备份作业已完成，但出现警告Backup jobs completed with warning

• 当 MARS 代理在备份过程中循环访问文件和文件夹时，可能会遇到各种情况，这些情况可能会导致备份标记为已完成，但出现警告。When the MARS agent iterates over files and folders during backup, it might encounter various conditions that can cause the backup to be marked as completed with warnings. 在这些情况下，作业显示为已完成，但出现警告。During these conditions, a job shows as completed with warnings. 这样是可以的，但这意味着至少有一个文件未能备份成功。That's fine, but it means that at least one file wasn't able to be backed up. 即作业跳过了该文件，但备份了数据源中的所有其他相关文件。So the job skipped that file, but backed up all other files in question on the data source.

  

• 可能导致备份跳过文件的情况包括：Conditions that can cause the backups to skip files include:

  • 不受支持的文件属性（例如，OneDrive 文件夹中不支持压缩流和重新分析点）。Unsupported file attributes (for example: in a OneDrive folder, Compressed stream, reparse points). 有关完整列表，请参阅支持矩阵。For the complete list, refer to the support matrix.
  • 文件系统问题A file system issue
  • 其他进程干扰（例如，包含文件句柄的防病毒软件可能会阻止 MARS 代理访问文件）Another process interfering (for example: antivirus software holding handles on files can prevent the MARS agent from accessing the files)
  • 应用程序锁定的文件Files locked by an application

• 备份服务会将日志文件中的这些文件标记为失败，采用以下命名约定：C:\Program Files\Azure Recovery Service Agent\temp 文件夹下的 LastBackupFailedFilesxxxx.txt 。The backup service will mark these files as failed in the log file, with the following naming convention: LastBackupFailedFilesxxxx.txt under the C:\Program Files\Azure Recovery Service Agent\temp folder.

• 若要解决此问题，请查看日志文件以了解问题的性质：To resolve the issue, review the log file to understand the nature of the issue:

  错误代码Error code	原因Reasons	建议Recommendations
  0x800705700x80070570	该文件或目录已损坏且无法读取。The file or directory is corrupted and unreadable.	在源卷上运行 chkdsk。Run chkdsk on the source volume.
  0x80070002、0x800700030x80070002, 0x80070003	系统找不到指定的文件。The system cannot find the file specified.	确保暂存文件夹未满Ensure the scratch folder isn't full 检查在其中配置暂存空间的卷是否存在（未删除）Check if the volume where scratch space is configured exists (not deleted) 确保从计算机上安装的防病毒软件中排除 MARS 代理Ensure the MARS agent is excluded from the antivirus installed on the machine
  0x800700050x80070005	访问被拒绝Access Is Denied	检查是否有防病毒软件或其他第三方软件在阻止访问Check if antivirus or other third-party software is blocking access
  0x8007018b0x8007018b	拒绝访问云文件。Access to the cloud file is denied.	OneDrive 文件、Git 文件或计算机上可处于脱机状态的任何其他文件OneDrive files, Git Files, or any other files that can be in offline state on the machine

• 可使用将排除规则添加到现有策略，从备份策略中排除不受支持的、缺少的或已删除的文件，以确保备份成功。You can use Add Exclusion rules to existing policy to exclude unsupported, missing, or deleted files from your backup policy to ensure successful backups.

• 避免在顶级文件夹中删除并重新创建具有相同名称的受保护文件夹。Avoid deleting and recreating protected folders with the same names in the top-level folder. 这样做可能会导致备份完成，但出现警告，报告错误“检测到严重不一致，因此无法复制更改”。Doing so could result in the backup completing with warnings with the error A critical inconsistency was detected, therefore changes cannot be replicated. 如果需要删除并重新创建文件夹，请考虑在受保护的顶级文件夹下的子文件夹中执行此操作。If you need to delete and recreate folders, then consider doing so in subfolders under the protected top-level folder.

未能设置安全备份的加密密钥Failed to set the encryption key for secure backups

激活未成功完成The activation did not complete successfully

未正确配置加密通行短语Encryption passphrase not correctly configured

备份不按计划运行Backups don't run according to schedule

如果计划的备份未自动触发，而手动备份却能正常进行，请尝试以下操作：If scheduled backups don't get triggered automatically but manual backups work correctly, try the following actions:

• 确保 Windows Server 备份计划与 Azure 文件和文件夹备份计划不冲突。Ensure the Windows Server backup schedule doesn't conflict with the Azure files and folders backup schedule.

• 确保联机备份状态设置为“启用”。Ensure the online backup status is set to Enable. 若要验证状态，请执行以下步骤：To verify the status, take these steps:

  1. 在任务计划程序中，展开“Microsoft”并选择“联机备份”。 In Task Scheduler, expand Microsoft and select Online Backup.
  2. 双击“Microsoft-OnlineBackup”，然后转到“触发器”选项卡。 Double-click Microsoft-OnlineBackup and go to the Triggers tab.
  3. 检查状态是否设置为“已启用”。Check if the status is set to Enabled. 如果不是，请依次选择“编辑”、“已启用”、“确定”。 If it isn't, select Edit, select Enabled, and then select OK.

• 确保为运行任务而选择的用户帐户是服务器上的 SYSTEM 或 本地管理员组。Ensure the user account selected for running the task is either SYSTEM or Local Administrators' group on the server. 若要验证用户帐户，请转到“常规”选项卡并检查“安全性”选项。 To verify the user account, go to the General tab and check the Security options.

• 确保服务器上已安装 PowerShell 3.0 或更高版本。Ensure PowerShell 3.0 or later is installed on the server. 若要检查 PowerShell 版本，请运行以下命令，并确认 Major 版本号是否为 3 或更高：To check the PowerShell version, run this command and verify that the Major version number is 3 or later:

  $PSVersionTable.PSVersion

• 确保此路径包含在 PSMODULEPATH 环境变量中：Ensure this path is part of the PSMODULEPATH environment variable:

  <MARS agent installation path>\Microsoft Azure Recovery Services Agent\bin\Modules\MSOnlineBackup

• 如果 LocalMachine 的 PowerShell 执行策略设置为 restricted，则触发备份任务的 PowerShell cmdlet 可能会失败。If the PowerShell execution policy for LocalMachine is set to restricted, the PowerShell cmdlet that triggers the backup task might fail. 以权限提升的模式运行以下命令，将执行策略设置为 Unrestricted 或 RemoteSigned：Run these commands in elevated mode to check and set the execution policy to either Unrestricted or RemoteSigned:

Get-ExecutionPolicy -List

Set-ExecutionPolicy Unrestricted

• 确保 PowerShell 模块的 MSOnlineBackup 文件无缺失或损坏。Ensure there are no missing or corrupt PowerShell module MSOnlineBackup files. 如果有任何文件缺失或损坏，请执行以下步骤：If there are any missing or corrupt files, take these steps:

  1. 在可正常运行 MARS 代理的任何计算机上，从 C:\Program Files\Microsoft Azure Recovery Services Agent\bin\Modules 复制“MSOnlineBackup”文件夹。From any machine that has a MARS agent that's working properly, copy the MSOnlineBackup folder from C:\Program Files\Microsoft Azure Recovery Services Agent\bin\Modules.

  2. 在有问题的计算机上，将复制的文件粘贴到相同的文件夹位置 (C:\Program Files\Microsoft Azure Recovery Services Agent\bin\Modules)。On the problematic machine, paste the copied files at the same folder location (C:\Program Files\Microsoft Azure Recovery Services Agent\bin\Modules).

     如果该计算机上已有一个 MSOnlineBackup 文件夹，请将文件粘贴到其中，或替换所有现有文件。If there's already an MSOnlineBackup folder on the machine, paste the files into it or replace any existing files.

服务戳中未预配资源Resource not provisioned in service stamp

作业无法启动，因为正在进行另一个作业Job could not be started as another job was in progress

如果“MARS 控制台” > “作业历史记录”中出现警告消息“作业无法启动，因为正在进行另一个作业”，那么这可能是由于任务计划程序触发的作业的重复实例 。If you notice a warning message in the MARS console > Job history, saying “Job could not be started as another job was in progress”, then this could be because of a duplicate instance of the job triggered by the Task Scheduler.

若要解决此问题，请执行下列操作：To resolve this issue:

1. 在“运行”窗口中键入“taskschd.msc”，以启动任务计划程序管理单元Launch the Task Scheduler snap-in by typing taskschd.msc in the Run window
2. 在左窗格中，导航到“任务计划程序库” -> “Microsoft” -> “OnlineBackup” 。In the left pane, navigate to Task Scheduler Library -> Microsoft -> OnlineBackup.
3. 对于此库中的每个任务，双击该任务以打开属性，然后执行以下步骤：For each task in this library, double-click on the task to open properties and perform the following steps:

   1. 切换到“设置”选项卡。Switch to the Settings tab.

      

   2. 更改“如果任务已在运行，则应用以下规则”选项。Change the option for If the task is already running, then the following rule applies. 选择“不启动新实例”。Choose Do not start a new instance.

      

排查还原问题Troubleshoot restore problems

即使等待几分钟，Azure 备份也可能不会成功装载恢复卷。Azure Backup might not successfully mount the recovery volume, even after several minutes. 在此过程中，可能会出现错误消息。And you might receive error messages during the process. 若要开始正常恢复，请执行以下步骤：To begin recovering normally, take these steps:

1. 如果装载过程已运行了几分钟，请取消此过程。Cancel the mount process if it's been running for several minutes.

2. 检查是否使用了最新版本的备份代理。Check if you have the latest version of the Backup agent. 若要检查版本，请在 MARS 控制台的“操作”窗格中，选择“关于 Microsoft Azure 恢复服务代理”。 To check the version, on the Actions pane of the MARS console, select About Microsoft Azure Recovery Services Agent. 确认“版本号”等于或高于此文中所述的版本。Confirm that the Version number is equal to or higher than the version mentioned in this article. 选择下载最新版本的链接。Select this link to download the latest version.

3. 转到“设备管理器” > “存储控制器”，并找到“Microsoft iSCSI 发起程序” 。Go to Device Manager > Storage controllers and locate Microsoft iSCSI Initiator. 如果找到，请直接转到步骤 7。If you locate it, go directly to step 7.

4. 如果找不到 Microsoft iSCSI 发起程序服务，请尝试在“设备管理器” > “存储控制器”下找到硬件 ID 为“ROOT\ISCSIPRT”的“未知设备”条目 。If you can't locate the Microsoft iSCSI Initiator service, try to find an entry under Device Manager > Storage controllers named Unknown Device with Hardware ID ROOT\ISCSIPRT.

5. 右键单击“未知设备”并选择“更新驱动程序软件” 。Right-click Unknown Device and select Update Driver Software.

6. 选择“自动搜索更新的驱动程序软件”选项，更新驱动程序。Update the driver by selecting the option to Search automatically for updated driver software. 此项更新应会将“未知设备”更改为“Microsoft iSCSI 发起程序” ：This update should change Unknown Device to Microsoft iSCSI Initiator:

   

7. 转到“任务管理器” > “服务(本地)” > “Microsoft iSCSI 发起程序服务” ：Go to Task Manager > Services (Local) > Microsoft iSCSI Initiator Service:

   

8. 重启 Microsoft iSCSI 发起程序服务。Restart the Microsoft iSCSI Initiator service. 为此，请右键单击该服务，并选择“停止”。To do this, right-click the service and select Stop. 然后再次右键单击它并选择“启动”。Then right-click it again and select Start.

9. 使用 即时还原 重试恢复。Retry recovery by using Instant Restore.

如果恢复仍然失败，请重启服务器或客户端。If the recovery still fails, restart your server or client. 如果不想要重启，或者即使重启服务器，恢复也仍然失败，请尝试从另一台计算机恢复。If you don't want to restart, or if the recovery still fails even after you restart the server, try recovering from another machine.

排查缓存问题Troubleshoot Cache problems

如果缓存文件夹（也称为 scratch 文件夹）配置不正确、缺少必备项或具有受限访问权限，则备份操作可能会失败。Backup operation may fail if the cache folder (also referred as scratch folder) is incorrectly configured, missing prerequisites or has restricted access.

先决条件Prerequisites

要使 MARS 代理操作成功，缓存文件夹需要符合以下要求：For MARS agent operations to succeed the cache folder needs to adhere to the following requirements:

• 确保暂存文件夹位置有 5% 到 10% 的可用卷空间Ensure 5% to 10% free volume space is available in the scratch folder location
• 确保暂存文件夹位置有效且可访问Ensure scratch folder location is valid and accessible
• 确保缓存文件夹上的文件属性受支持Ensure file attributes on the cache folder are supported
• 确保分配的影子副本存储空间足以支持备份过程Ensure the allocated shadow copy storage space is sufficient for backup process
• 确保没有其他进程（例如防病毒软件）限制对缓存文件夹的访问Ensure there are no other processes (ex. anti-virus software) restricting access to cache folder

增加影子副本存储Increase shadow copy storage

如果用于保护数据源的影子副本存储空间不足，则备份操作可能会失败。Backup operations could fail if there isn't sufficient shadow copy storage space that's required to protect the data source. 若要解决此问题，请使用 vssadmin 增加受保护卷上的影子副本存储空间，如下所示：To resolve this issue, increase the shadow copy storage space on the protected volume using vssadmin as shown below:

• 在提升的命令提示符下检查当前的影子存储空间：Check the current shadow storage space from the elevated command prompt:
  vssadmin List ShadowStorage /For=[Volume letter]:
• 使用以下命令增加影子存储空间：Increase the shadow storage space using the following command:
  vssadmin Resize ShadowStorage /On=[Volume letter]: /For=[Volume letter]: /Maxsize=[size]

阻止访问缓存文件夹的其他进程或防病毒软件Another process or antivirus software blocking access to cache folder

如果你在服务器上安装了防病毒软件，请将所需的排除规则添加到这些文件和文件夹的防病毒扫描项中：If you have antivirus software installed on the server, add necessary exclusion rules to the antivirus scan for these files and folders:

• scratch 文件夹。The scratch folder. 其默认位置为 C:\Program Files\Azure Recovery Services Agent\ScratchIts default location is C:\Program Files\Azure Recovery Services Agent\Scratch
• C:\Program Files\Azure Recovery Services Agent\Bin 处的 bin 文件夹The bin folder at C:\Program Files\Azure Recovery Services Agent\Bin
• CBengine.exeCBengine.exe
• CSC.exeCSC.exe

常见问题Common issues

本部分介绍在使用 MARS 代理时会遇到的常见错误。This section covers the common errors that you encounter while using MARS agent.

SalChecksumStoreInitializationFailedSalChecksumStoreInitializationFailed

SalVhdInitializationErrorSalVhdInitializationError

SalLowDiskSpaceSalLowDiskSpace

SalBitmapErrorSalBitmapError

后续步骤Next steps

• 详细了解如何使用 Azure 备份代理备份 Windows Server。Get more details on how to back up Windows Server with the Azure Backup agent.
• 如果需要还原备份，请参阅将文件还原到 Windows 计算机。If you need to restore a backup, see restore files to a Windows machine.