Merge pull request #105791 from dcurwin/feb27-2020

PRMerger10 · web-flow · commit bbacc273dbe6 · 2020-02-27T04:21:28.000-08:00
Troubleshooting page updates
diff --git a/articles/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout.md b/articles/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout.md
@@ -18,19 +18,19 @@ This article provides troubleshooting steps that can help you resolve Azure Back
 **Error code**: UserErrorGuestAgentStatusUnavailable <br>
 **Error message**: VM Agent unable to communicate with Azure Backup<br>
 
-The Azure VM agent might be stopped, outdated, in an inconsistent state, or not installed and prevent Azure Backup service to trigger snapshots.
+The Azure VM agent might be stopped, outdated, in an inconsistent state, or not installed. These states prevent the Azure Backup service from triggering snapshots.
 
-- **Open Azure Portal > VM > Settings > Properties blade** > ensure VM **Status** is **Running** and **Agent status** is **Ready**. If the VM agent is stopped or is in an inconsistent state, restart the agent<br>
-  - For Windows VMs follow these [steps](#the-agent-installed-in-the-vm-but-unresponsive-for-windows-vms) to restart the Guest Agent.<br>
-  - For Linux VMs follow these [steps](#the-agent-installed-in-the-vm-is-out-of-date-for-linux-vms) to restart the Guest Agent.
-- **Open  Azure Portal > VM > Settings > Extensions** > Ensure all extensions are in **provisioning succeeded** state. If not, follow these [steps](https://docs.microsoft.com/azure/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout#usererrorvmprovisioningstatefailed---the-vm-is-in-failed-provisioning-state) to resolve the issue.
+- **Open Azure portal > VM > Settings > Properties pane** > ensure VM **Status** is **Running** and **Agent status** is **Ready**. If the VM agent is stopped or is in an inconsistent state, restart the agent<br>
+  - For Windows VMs, follow these [steps](#the-agent-installed-in-the-vm-but-unresponsive-for-windows-vms) to restart the Guest Agent.<br>
+  - For Linux VMs, follow these [steps](#the-agent-installed-in-the-vm-is-out-of-date-for-linux-vms) to restart the Guest Agent.
+- **Open  Azure portal > VM > Settings > Extensions** > Ensure all extensions are in **provisioning succeeded** state. If not, follow these [steps](https://docs.microsoft.com/azure/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout#usererrorvmprovisioningstatefailed---the-vm-is-in-failed-provisioning-state) to resolve the issue.
 
 ## GuestAgentSnapshotTaskStatusError - Could not communicate with the VM agent for snapshot status
 
 **Error code**: GuestAgentSnapshotTaskStatusError<br>
 **Error message**: Could not communicate with the VM agent for snapshot status <br>
 
-After you register and schedule a VM for the Azure Backup service, Backup initiates the job by communicating with the VM backup extension to take a point-in-time snapshot. Any of the following conditions might prevent the snapshot from being triggered. If the snapshot isn't triggered, a backup failure might occur. Complete the following troubleshooting steps in the order listed, and then retry your operation:  
+After you register and schedule a VM for the Azure Backup service, Backup starts the job by communicating with the VM backup extension to take a point-in-time snapshot. Any of the following conditions might prevent the snapshot from being triggered. If the snapshot isn't triggered, a backup failure might occur. Complete the following troubleshooting steps in the order listed, and then retry your operation:  
 
 **Cause 1: [The agent is installed in the VM, but it's unresponsive (for Windows VMs)](#the-agent-installed-in-the-vm-but-unresponsive-for-windows-vms)**  
 
@@ -47,19 +47,19 @@ After you register and schedule a VM for the Azure Backup service, Backup initia
 **Error code**: UserErrorVmProvisioningStateFailed<br>
 **Error message**: The VM is in failed provisioning state<br>
 
-This error occurs when one of the extension failures puts the VM into provisioning failed state.<br>**Open  Azure Portal > VM > Settings > Extensions > Extensions status** and check if all extensions are in **provisioning succeeded** state.
+This error occurs when one of the extension failures puts the VM into provisioning failed state.<br>**Open  Azure portal > VM > Settings > Extensions > Extensions status** and check if all extensions are in **provisioning succeeded** state.
 
-- If VMSnapshot extension is in a failed state, then right-click on the failed extension and remove it. Trigger an on-demand backup, this will reinstall the extensions and run the backup job.  <br>
+- If VMSnapshot extension is in a failed state, then right-click on the failed extension and remove it. Trigger an on-demand backup. This action will reinstall the extensions, and run the backup job.  <br>
 - If any other extension is in a failed state, then it can interfere with the backup. Ensure those extension issues are resolved and retry the backup operation.  
 
 ## UserErrorRpCollectionLimitReached - The Restore Point collection max limit has reached
 
 **Error code**: UserErrorRpCollectionLimitReached <br>
 **Error message**: The Restore Point collection max limit has reached. <br>
 
-- This issue could happen if there is a lock on the recovery point resource group preventing automatic cleanup of recovery points.
+- This issue could happen if there's a lock on the recovery point resource group preventing automatic cleanup of recovery points.
 - This issue can also happen if multiple backups are triggered per day. Currently we recommend only one backup per day, as the instant restore points are retained for 1-5 days per the configured snapshot retention and only 18 instant RPs can be associated with a VM at any given time. <br>
-- The number of restore points across restore point collections and resource groups for a VM cannot exceed 18. To create a new restore point, please delete existing restore points.
+- The number of restore points across restore point collections and resource groups for a VM can't exceed 18. To create a new restore point, delete existing restore points.
 
 Recommended Action:<br>
 To resolve this issue, remove the lock on the resource group of the VM, and retry the operation to trigger clean-up.
@@ -74,14 +74,14 @@ To resolve this issue, remove the lock on the resource group of the VM, and retr
 **Error code**: UserErrorKeyvaultPermissionsNotConfigured <br>
 **Error message**: Backup doesn't have sufficient permissions to the key vault for backup of encrypted VMs. <br>
 
-For a backup operation to succeed on encrypted VMs, it must have permissions to access the key vault. This can be done using the [Azure portal](https://docs.microsoft.com/azure/backup/backup-azure-vms-encryption) or through [PowerShell](https://docs.microsoft.com/azure/backup/backup-azure-vms-automation#enable-protection).
+For a backup operation to succeed on encrypted VMs, it must have permissions to access the key vault. Permissions can be set through the [Azure portal](https://docs.microsoft.com/azure/backup/backup-azure-vms-encryption) or through [PowerShell](https://docs.microsoft.com/azure/backup/backup-azure-vms-automation#enable-protection).
 
 ## <a name="ExtensionSnapshotFailedNoNetwork-snapshot-operation-failed-due-to-no-network-connectivity-on-the-virtual-machine"></a>ExtensionSnapshotFailedNoNetwork - Snapshot operation failed due to no network connectivity on the virtual machine
 
 **Error code**: ExtensionSnapshotFailedNoNetwork<br>
 **Error message**: Snapshot operation failed due to no network connectivity on the virtual machine<br>
 
-After you register and schedule a VM for the Azure Backup service, Backup initiates the job by communicating with the VM backup extension to take a point-in-time snapshot. Any of the following conditions might prevent the snapshot from being triggered. If the snapshot isn't triggered, a backup failure might occur. Complete the following troubleshooting steps in the order listed, and then retry your operation:
+After you register and schedule a VM for the Azure Backup service, Backup starts the job by communicating with the VM backup extension to take a point-in-time snapshot. Any of the following conditions might prevent the snapshot from being triggered. If the snapshot isn't triggered, a backup failure might occur. Complete the following troubleshooting steps in the order listed, and then retry your operation:
 
 **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)**  
 **Cause 2: [The backup extension fails to update or load](#the-backup-extension-fails-to-update-or-load)**  
@@ -91,7 +91,7 @@ After you register and schedule a VM for the Azure Backup service, Backup initia
 **Error code**: ExtensionOperationFailedForManagedDisks <br>
 **Error message**: VMSnapshot extension operation failed<br>
 
-After you register and schedule a VM for the Azure Backup service, Backup initiates the job by communicating with the VM backup extension to take a point-in-time snapshot. Any of the following conditions might prevent the snapshot from being triggered. If the snapshot isn't triggered, a backup failure might occur. Complete the following troubleshooting steps in the order listed, and then retry your operation:  
+After you register and schedule a VM for the Azure Backup service, Backup starts the job by communicating with the VM backup extension to take a point-in-time snapshot. Any of the following conditions might prevent the snapshot from being triggered. If the snapshot isn't triggered, a backup failure might occur. Complete the following troubleshooting steps in the order listed, and then retry your operation:  
 **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)**  
 **Cause 2: [The backup extension fails to update or load](#the-backup-extension-fails-to-update-or-load)**  
 **Cause 3: [The agent is installed in the VM, but it's unresponsive (for Windows VMs)](#the-agent-installed-in-the-vm-but-unresponsive-for-windows-vms)**  
@@ -109,32 +109,38 @@ After you register and schedule a VM for the Azure Backup service, Backup initia
 **Cause 4: [The backup extension fails to update or load](#the-backup-extension-fails-to-update-or-load)**  
 **Cause 5: Backup service doesn't have permission to delete the old restore points because of a resource group lock** <br>
 
-
-## UserErrorUnsupportedDiskSize - The configured disk size(s) is currently not supported by Azure Backup.
+## UserErrorUnsupportedDiskSize - The configured disk size(s) is currently not supported by Azure Backup
 
 **Error code**: UserErrorUnsupportedDiskSize <br>
 **Error message**: The configured disk size(s) is currently not supported by Azure Backup. <br>
 
-Your backup operation could fail when backing up a VM with a disk size greater than 32 TB. Also, backup of encrypted disks greater than 4 TB in size is not supported today. Ensure that the disk size(s) is less than or equal to the supported limit by splitting the disk(s).
+Your backup operation could fail when backing up a VM with a disk size greater than 32 TB. Also, backup of encrypted disks greater than 4 TB in size isn't currently supported. Ensure that the disk size(s) is less than or equal to the supported limit by splitting the disk(s).
 
 ## UserErrorBackupOperationInProgress - Unable to initiate backup as another backup operation is currently in progress
 
 **Error code**: UserErrorBackupOperationInProgress <br>
 **Error message**: Unable to initiate backup as another backup operation is currently in progress<br>
 
-Your recent backup job failed because there is an existing backup job in progress. You can't start a new backup job until the current job finishes. Ensure the backup operation currently in progress is completed before triggering or scheduling another backup operations. To check the backup jobs status, perform the below steps:
+Your recent backup job failed because there's an existing backup job in progress. You can't start a new backup job until the current job finishes. Ensure the backup operation currently in progress is completed before triggering or scheduling another backup operations. To check the backup jobs status, do the following steps:
 
 1. Sign in to the Azure portal, click **All services**. Type Recovery Services and click **Recovery Services vaults**. The list of recovery services vaults appears.
 2. From the list of recovery services vaults, select a vault in which the backup is configured.
 3. On the vault dashboard menu, click **Backup Jobs** it displays all the backup jobs.
    - If a backup job is in progress, wait for it to complete or cancel the backup job.
      - To cancel the backup job, right-click on the backup job and click **Cancel** or use [PowerShell](https://docs.microsoft.com/powershell/module/az.recoveryservices/stop-azrecoveryservicesbackupjob?view=azps-1.4.0).
-   - If you have reconfigured the backup in a different vault, then ensure there are no backup jobs running in the old vault. If it exists, then cancel the backup job.
+   - If you've reconfigured the backup in a different vault, then ensure there are no backup jobs running in the old vault. If it exists, then cancel the backup job.
      - To cancel the backup job, right-click on the backup job and click **Cancel** or use [PowerShell](https://docs.microsoft.com/powershell/module/az.recoveryservices/stop-azrecoveryservicesbackupjob?view=azps-1.4.0)
 4. Retry backup operation.
 
 If the scheduled backup operation is taking longer, conflicting with the next backup configuration, then review the [Best Practices](backup-azure-vms-introduction.md#best-practices), [Backup Performance](backup-azure-vms-introduction.md#backup-performance), and [Restore consideration](backup-azure-vms-introduction.md#backup-and-restore-considerations).
 
+## UserErrorCrpReportedUserError - Backup failed due to an error. For details, see Job Error Message Details
+
+**Error code**: UserErrorCrpReportedUserError <br>
+**Error message**: Backup failed due to an error. For details, see Job Error Message Details.
+
+This error is reported from the IaaS VM. To identify the root cause of the issue, go to the Recovery Services vault settings. Under the **Monitoring** section, select **Backup jobs** to filter and view the status. Click on **Failures** to review the underlying error message details. Take further actions according to the recommendations in the error details page.
+
 ## Causes and solutions
 
 ### <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)
@@ -187,7 +193,7 @@ If you require verbose logging for waagent, follow these steps:
 ### VM-Agent configuration options are not set (for Linux VMs)
 
 A configuration file (/etc/waagent.conf) controls the actions of waagent. Configuration File Options **Extensions.Enable** and **Provisioning.Agent** should be set to **y** for Backup to work.
-For full list of VM-Agent Configuration File Options, please refer <https://github.com/Azure/WALinuxAgent#configuration-file-options>
+For full list of VM-Agent Configuration File Options, see <https://github.com/Azure/WALinuxAgent#configuration-file-options>
 
 ### <a name="the-snapshot-status-cannot-be-retrieved-or-a-snapshot-cannot-be-taken"></a>The snapshot status can't be retrieved, or a snapshot can't be taken
 
@@ -218,7 +224,7 @@ To uninstall the extension:
 4. Select **Snapshot Extension**.
 5. Select **Uninstall**.
 
-For Linux VM, If the VMSnapshot extension does not show in the Azure portal, [update the Azure Linux Agent](../virtual-machines/linux/update-agent.md), and then run the backup.
+For Linux VM, If the VMSnapshot extension doesn't show in the Azure portal, [update the Azure Linux Agent](../virtual-machines/linux/update-agent.md), and then run the backup.
 
 Completing these steps causes the extension to be reinstalled during the next backup.
 
@@ -235,7 +241,7 @@ Completing these steps causes the extension to be reinstalled during the next ba
 
 After removing the lock, the restore points have to be cleaned up.
 
-If you delete the Resource Group of the VM, or the VM itself, the instant restore snapshots of managed disks remain active and expire according to the retention set. In order to delete the instant restore snapshots (if you don't need them anymore) that are stored in the Restore Point Collection, clean up the restore point collection according to the steps given below.
+If you delete the Resource Group of the VM, or the VM itself, the instant restore snapshots of managed disks remain active and expire according to the retention set. To delete the instant restore snapshots (if you don't need them anymore) that are stored in the Restore Point Collection, clean up the restore point collection according to the steps given below.
 
 To clean up the restore points, follow any of the methods:<br>
 
@@ -244,21 +250,21 @@ To clean up the restore points, follow any of the methods:<br>
 
 #### <a name="clean-up-restore-point-collection-by-running-on-demand-backup"></a>Clean up restore point collection by running on-demand backup
 
-After removing the lock, trigger an on-demand backup. This will ensure the restore points are automatically cleaned up. Expect this on-demand operation to fail the first time; however, it will ensure automatic cleanup instead of manual deletion of restore points. After cleanup your next scheduled backup should succeed.
+After removing the lock, trigger an on-demand backup. This action will ensure the restore points are automatically cleaned up. Expect this on-demand operation to fail the first time; however, it will ensure automatic cleanup instead of manual deletion of restore points. After cleanup, your next scheduled backup should succeed.
 
 > [!NOTE]
 > Automatic cleanup will happen after few hours of triggering the on-demand backup. If your scheduled backup still fails, then try manually deleting the restore point collection using the steps listed [here](#clean-up-restore-point-collection-from-azure-portal).
 
 #### <a name="clean-up-restore-point-collection-from-azure-portal"></a>Clean up restore point collection from Azure portal <br>
 
-To manually clear the restore points collection, which is not cleared due to the lock on the resource group, try the following steps:
+To manually clear the restore points collection, which isn't cleared because of the lock on the resource group, try the following steps:
 
 1. Sign in to the [Azure portal](https://portal.azure.com/).
 2. On the **Hub** menu, click **All resources**, select the Resource group with the following format AzureBackupRG_`<Geo>`_`<number>` where your VM is located.
 
     ![Delete lock](./media/backup-azure-arm-vms-prepare/resource-group.png)
 
-3. Click Resource group, the **Overview** blade is displayed.
+3. Click Resource group, the **Overview** pane is displayed.
 4. Select **Show hidden types** option to display all the hidden resources. Select the restore point collections with the following format AzureBackupRG_`<VMName>`_`<number>`.
 
     ![Delete lock](./media/backup-azure-arm-vms-prepare/restore-point-collection.png)
