SureBackup job fails with error "Invalid Change Tracker Error Code"

KB ID: 4003
Product: Veeam Backup & Replication
Published: 2020-08-17
Last Modified: 2021-12-10
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Challenge

During a VMware SureBackup job processing, a VM may fail to boot with the following error: An error occurred while taking a snapshot: Invalid Change Tracker Error Code.

In Task & Events of the vSphere Client, you can see the following error message: An error occurred while taking a snapshot: Invalid Change Tracker Error Code; Nested Hardware-Assisted Virtualization should be enabled when enabling VBS (Virtualization-Based Security).

To make sure the issue exists, check the job and/or task log files:

  1. Navigate to the following location on the Veeam Backup Server: %programdata%\Veeam\Backup.
  2. Open the folder that matches the name of the job with an issue.
  3. Within this folder, check the following log files:
    • If the VM was started from a linked job, find the task log for the specific VM — %programdata%\Veeam\Backup\<BackupJobName>\Task.<VMName>.<GUID>.log.
    • If the VM was started from the application group, find the job log file — %programdata%\Veeam\Backup\<BackupJobName>\Job.<SureBackupJobName>.log.
  4. Search for the following line with error: Error Nested Hardware-Assisted Virtualization should be enabled when enabling VBS (Virtualization-Based Security).

Cause

Nested Hardware-Assisted Virtualization was not enabled together with VBS (Virtualization-Based Security).

Solution

Add a registry key with the following values on the Veeam Backup Server:
Key: HKEY_LOCAL_MACHINE\SOFTWARE\Veeam\Veeam Backup and Replication\SureBackup
Type: DWORD
Name: UseVhvEnable
Value: 0
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