Backup FAQ
VSS
Attached is a brief explanation regarding VSS:
What exactly is VSS?
- VSS stands for "Volume Shadow Copy Service"
- Translation: Volume Shadow Copy Service
- Implemented since Windows XP / Windows Server 2003; used to create versions (snapshots)
- A snapshot is a point-in-time image of a volume (read-only)
- VSS operates at the block level
- VSS technology is used in most backup solutions that back up Windows systems
- VSS errors are the primary source of issues with these backup solutions
Components of VSS Technology
VSS Writer:
- Each VSS-aware application installs its own VSS writer on the system; this is required to bring the application into a consistent state.
VSS Requestor:
- Any program requiring consistent data can act as a requestor—in our case, the backup agent.
VSS Provider:
- The provider creates and manages shadow copies of data on the system.
Forgotten encryption password for a backup job
The encryption password for the backup job cannot be reset by TERRA CLOUD Support.
Please check whether a password hint has been saved for the job.
Changing the encryption password for a backup job
You have the option to reset the encryption password. To do this, navigate to the relevant backup job in the backup portal and select "Edit job."
You can then set a new password. Please note that backups created with the old encryption password can only be restored using that same password.
Please be aware that a new initial backup will be created after the encryption password is changed.
Granular Restore Tool - License
You will be asked for a license during the installation of the Granular Restore Tool.
Please send an email to support@terracloud.de with your customer number and the subject line "Granular Restore License".
We will then provide you with the appropriate license.
Register again
The "Re-register" function allows you to replace the agent's locally stored configuration with a computer configuration stored on the Vault, or to supplement the existing configuration. This is necessary, for example, after reinstalling the agent, as the agent is not configured automatically upon reinstallation.
You can also use this function to supplement the current configuration—for instance, if you removed a backup job from the portal (and thus from the agent) while the data and configuration remained on the Vault. After re-registering, the missing backup job will reappear in the portal.
Procedure:
1. Select the relevant agent in the backup portal. You will find the "Re-register" action under the "Vault Settings" tab.
2. Load the Vault profile created for the customer site; you can then execute the "Load computer" action.
3. All systems located on the relevant Vault will now be displayed on the right-hand side.
4. Once you have selected the relevant system and executed the "Save" action, the configuration will be restored.
5. Edit the existing jobs and enter the encryption password for each one. Then, synchronize every affected job.
6. Once synchronization has completed successfully, you can run the affected jobs.
Backing up a DATEV SQL database
Backing up a DATEV SQL database involves certain specific considerations compared to backing up a "standard" SQL database. Typically, the administrator does not have full access to the database, meaning the SQL plug-in cannot be used. Additionally, file-based backups may encounter issues because the timestamp of the database file (MDF file) is sometimes reset.
Transaction logs do not need to be truncated, as circular logging is configured for the DATEV SQL database.
Recommended backup strategy:
The system should be protected using an image-based BMR backup, as the timestamp of the database file is irrelevant with this partition-based backup method.
How does the migration of existing customers' backups to a TERRA CLOUD Backup Enterprise platform work?
Initial Situation:
You currently have "Backup Standard" or "Backup Basic" packages booked for your customers and wish to migrate your customers' backups to a new TERRA CLOUD Backup Enterprise Vault.
Note regarding TERRA CLOUD Backup Satellites:
The TERRA CLOUD Backup Enterprise add-on is required to migrate TERRA CLOUD Hybrid Backup packages.
This provides you with three options when booking TERRA CLOUD Backup Enterprise Hybrid accounts:
- New Order: You receive a new vault account combined with a new satellite (migration of existing data backups is possible as part of the platform migration).
- Migration Order: Use this option to migrate an existing vault account and satellite to your platform (the existing account is migrated, and the satellite is connected to your base vault).
- Upgrade Order: With this option, a new vault account and a new satellite are provisioned. B. to switch to a larger satellite (the old Vault account must be specified for the migration)
Preparation:
Please prepare for the migration process by taking the following steps:
- Order the TCBE Vault system for your company at the desired location (please note the provisioning time of up to 10 business days).
- Once your new Vault system has been provisioned, place an order for a Vault account for each of your customers (you can assign the Vault accounts to the respective customers).
- Create a comparison list (e.g., in Microsoft Excel) matching the old Vault account (e.g., 12345-DRMEY) with the newly ordered Vault account on your TCBE Vault (e.g., 12345-DRMEYER).
- A support ticket for the migration process is automatically generated when your Vault system is provisioned; please use this ticket to coordinate the timeframe for the migration.
Migration Procedure:
The TERRA CLOUD team initiates the process on the morning of the scheduled migration day. You will receive an email notification indicating which accounts have been started for migration.
Immediately after the migration begins, you can configure the new backup destinations for the agents, as described in the instructions for adjustments in the Backup Portal.
Please note that backups cannot be performed during the migration, as both accounts are locked while the process is underway. Migrations typically complete on the same business day, allowing scheduled backups from the backup agents to run against the migrated data on the dedicated vault.
How does the migration work technically?
The migration process initiates a copy operation that transfers the registered computers, backup jobs, and safesets from the old account on the shared vault to the account on the TCBE vault system.
How many end customers can be migrated per day?
Typically, approximately 5 end customers can be migrated per day; this depends on the size of the respective accounts (approx. 1.5 TB of natively protected data).
What happens to the old accounts after the migration?
Once the entire migration process is complete, you must cancel the old accounts yourself to avoid duplicate billing.
Naturally, a support team member is available as a contact person should you have any questions during the migration process.
Are there password restrictions for the backup agent?
There is a 31-character limit for all passwords used with the TERRA Cloud Backup Agent. This includes:
- Encryption passwords
- Password hints
- SQL credentials
- VRA credentials
- Oracle credentials
- SMTP credentials
- Vault credential passwords
- etc...
Only the following characters are permitted for use in the encryption password and hint fields: a-z, A-Z, Á-ÿ, 0-9, spaces, !@#$%^&*()_-+=[]{}|'":;<.>\/?
Mandatory Update: How do I add outdated agents back into the backup?
As of April 1, 2024, it is no longer possible to use outdated agent versions. See Supported Agent Versions
If one of your agents is unable to perform backups due to the mandatory update, you can restore its functionality by following these steps:
- Perform a software update to the latest available version. If available, the Agent Upgrade Center can be used for this purpose.
Alternatively, the update can be performed manually via the setup program.
- Once the new version appears in the portal, you must prompt the agent to establish contact with our vault.
The "Run Job" or "Synchronize" actions can be used for this.
Important! Without this contact, our vault will not be aware of the update, and the data set will remain locked.
- We perform a check at the start of every hour to unlock the data sets of updated agents.
Once the next hour begins, backups should be possible again.
If backups are still not possible after approximately 2 hours, please consult the following article:
SSET-E-04104 The request failed. The remote server reported the following error: RPC-E-AUTHERROR, authentication error
