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articles/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout.md

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**Cause 1: [The snapshot status can't be retrieved, or a snapshot can't be taken](#the-snapshot-status-cannot-be-retrieved-or-a-snapshot-cannot-be-taken)**
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**Cause 2: [The backup extension fails to update or load](#the-backup-extension-fails-to-update-or-load)**
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**Cause 3: [The VM doesn't have internet access](#the-vm-has-no-internet-access)**
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## <a name="ExtensionOperationFailed-vmsnapshot-extension-operation-failed"></a>ExtensionOperationFailedForManagedDisks - VMSnapshot extension operation failed
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**Cause 3: [The snapshot status can't be retrieved, or a snapshot can't be taken](#the-snapshot-status-cannot-be-retrieved-or-a-snapshot-cannot-be-taken)**
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**Cause 4: [The backup extension fails to update or load](#the-backup-extension-fails-to-update-or-load)**
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**Cause 5: Backup service doesn't have permission to delete the old restore points because of a resource group lock** <br>
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**Cause 6: [The VM doesn't have internet access](#the-vm-has-no-internet-access)**
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## UserErrorUnsupportedDiskSize - The configured disk size(s) is currently not supported by Azure Backup.
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## Causes and solutions
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### <a name="the-vm-has-no-internet-access"></a>The VM doesn't have internet access
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Per the deployment requirement, the VM doesn't have internet access. Or, it might have restrictions that prevent access to the Azure infrastructure.
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To function correctly, the Backup extension requires connectivity to Azure public IP addresses. The extension sends commands to an Azure storage endpoint (HTTPs URL) to manage the snapshots of the VM. If the extension doesn't have access to the public internet, backup eventually fails.
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#### Solution
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To resolve the network issue, see [Establish network connectivity](backup-azure-arm-vms-prepare.md#establish-network-connectivity).
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### <a name="the-agent-installed-in-the-vm-but-unresponsive-for-windows-vms"></a>The agent is installed in the VM, but it's unresponsive (for Windows VMs)
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#### Solution

articles/backup/backup-azure-vms-encryption.md

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In addition, there are a couple of things that you might need to do in some circumstances:
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- **Install the VM agent on the VM**: Azure Backup backs up Azure VMs by installing an extension to the Azure VM agent running on the machine. If your VM was created from an Azure marketplace image, the agent is installed and running. If you create a custom VM, or you migrate an on-premises machine, you might need to [install the agent manually](backup-azure-arm-vms-prepare.md#install-the-vm-agent).
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- **Explicitly allow outbound access**: Generally, you don't need to explicitly allow outbound network access for an Azure VM in order for it to communicate with Azure Backup. However, some VMs might experience connection issues, showing the **ExtensionSnapshotFailedNoNetwork** error when attempting to connect. If this happens, you should [explicitly allow outbound access](backup-azure-arm-vms-prepare.md#explicitly-allow-outbound-access), so the Azure Backup extension can communicate with Azure public IP addresses for backup traffic.
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## Configure a backup policy
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articles/backup/backup-azure-vms-troubleshoot.md

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VM backup relies on issuing snapshot commands to underlying storage. Not having access to storage or delays in a snapshot task run can cause the backup job to fail. The following conditions can cause snapshot task failure:
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* **Network access to Storage is blocked by using NSG**. Learn more on how to [establish network access](backup-azure-arm-vms-prepare.md#establish-network-connectivity) to Storage by using either allowed list of IPs or through a proxy server.
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* **VMs with SQL Server backup configured can cause snapshot task delay**. By default, VM backup creates a VSS full backup on Windows VMs. VMs that run SQL Server, with SQL Server backup configured, can experience snapshot delays. If snapshot delays cause backup failures, set following registry key:
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```text
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## Networking
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Like all extensions, Backup extensions need access to the public internet to work. Not having access to the public internet can manifest itself in various ways:
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DHCP must be enabled inside the guest for IaaS VM backup to work. If you need a static private IP, configure it through the Azure portal or PowerShell. Make sure the DHCP option inside the VM is enabled.
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Get more information on how to set up a static IP through PowerShell:
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* Extension installation can fail.
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* Backup operations like disk snapshot can fail.
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* Displaying the status of the backup operation can fail.
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* [How to add a static internal IP to an existing VM](../virtual-network/virtual-networks-reserved-private-ip.md#how-to-add-a-static-internal-ip-to-an-existing-vm)
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* [Change the allocation method for a private IP address assigned to a network interface](../virtual-network/virtual-networks-static-private-ip-arm-ps.md#change-the-allocation-method-for-a-private-ip-address-assigned-to-a-network-interface)
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The need to resolve public internet addresses is discussed in [this Azure Support blog](https://blogs.msdn.com/b/mast/archive/2014/06/18/azure-vm-provisioning-stuck-on-quot-installing-extensions-on-virtual-machine-quot.aspx). Check the DNS configurations for the VNET and make sure the Azure URIs can be resolved.
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After name resolution is done correctly, access to the Azure IPs also needs to be provided. To unblock access to the Azure infrastructure, follow one of these steps:
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* Allow list of Azure datacenter IP ranges:
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1. Get the list of [Azure datacenter IPs](https://www.microsoft.com/download/details.aspx?id=41653) to be in allow list.
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1. Unblock the IPs by using the [New-NetRoute](https://docs.microsoft.com/powershell/module/nettcpip/new-netroute) cmdlet. Run this cmdlet within the Azure VM, in an elevated PowerShell window. Run as an Administrator.
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1. Add rules to the NSG, if you have one in place, to allow access to the IPs.
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* Create a path for HTTP traffic to flow:
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1. If you have some network restriction in place, deploy an HTTP proxy server to route the traffic. An example is a network security group. See the steps to deploy an HTTP proxy server in [Establish network connectivity](backup-azure-arm-vms-prepare.md#establish-network-connectivity).
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1. Add rules to the NSG, if you have one in place, to allow access to the internet from the HTTP proxy.
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> [!NOTE]
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> DHCP must be enabled inside the guest for IaaS VM backup to work. If you need a static private IP, configure it through the Azure portal or PowerShell. Make sure the DHCP option inside the VM is enabled.
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> Get more information on how to set up a static IP through PowerShell:
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>
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> * [How to add a static internal IP to an existing VM](../virtual-network/virtual-networks-reserved-private-ip.md#how-to-add-a-static-internal-ip-to-an-existing-vm)
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> * [Change the allocation method for a private IP address assigned to a network interface](../virtual-network/virtual-networks-static-private-ip-arm-ps.md#change-the-allocation-method-for-a-private-ip-address-assigned-to-a-network-interface)
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>
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>

includes/virtual-machines-common-backup-and-disaster-recovery-for-azure-iaas-disks.md

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1. Make sure the Backup Agent is installed on the VM. If your VM is created by using an Azure gallery image, then the Backup Agent is already installed. Otherwise (that is, if you use a custom image), use the instructions to [install the VM agent on a virtual machine](../articles/backup/backup-azure-arm-vms-prepare.md#install-the-vm-agent).
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1. Make sure that the VM allows network connectivity for the backup service to function. Follow the instructions for [network connectivity](../articles/backup/backup-azure-arm-vms-prepare.md#establish-network-connectivity).
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1. After the previous steps are completed, the backup runs at regular intervals as specified in the backup policy. If necessary, you can trigger the first backup manually from the vault dashboard on the Azure portal.
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For automating Azure Backup by using scripts, refer to [PowerShell cmdlets for VM backup](../articles/backup/backup-azure-vms-automation.md).

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