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Veeam Backup for Nutanix AHV Proxy Appliance failure to update to v3

KB ID: 4237
Product: Veeam Backup for Nutanix AHV 3.0, Veeam Backup for Nutanix AHV 2.1, Veeam Backup for Nutanix AHV 2.0
Published: 2021-11-04
Last Modified: 2021-11-09

Challenge

After installing Veeam Backup & Replication 11a (11.0.1.1261), one or more of the following may occur:

  • An AHV Backup Proxy is listed as Unavailable in the Veeam Backup & Replication console.
  • The AHV Backup Proxy's  Web Console dashboard lists the backup server as unavailable.
  • Accessing the AHV Backup Proxy's Web Console results in a page that displays a 502 Gateway Timeout.
  • The update wizard or the Veeam Updater displays an error stating, "Failed to update Ubuntu to version 18.04.6 LTS."
  • AHV Backup jobs fail to run.
  • Restoring to an AHV cluster is not possible.

Cause

After updating Veeam Backup & Replication to 11a, the AHV Backup Proxy is updated to Veeam Backup for Nutanix AHV v3. The AHV Backup Proxy update process updates the proxy components and the appliance's operating system from Ubuntu 16.04 LTS to 18.04 LTS. If the appliance operating system or one of the proxy components fails to update during this upgrade, it can leave the proxy in a malfunctioning state.

The following have been identified by Veeam Support to cause the described symptoms :

  1. The software update removed some custom entries in the /etc/hosts file on the proxy.
  2. Ubuntu failed to update to 18.04 LTS.
  3. The Nginx component failed to update.

Solution

Find the scenario and solution described below that best fits your situation.
 

AHV Backup Proxy Web Console and Veeam Backup & Replication list each other as Unavailable

The AHV Backup Proxy cannot resolve the hostname of the Veeam Backup & Replication server to the correct IP address. If custom entries were added to the /etc/hosts file before the upgrade, they might need to be added again, as the Ubuntu OS update may have removed them. 

Check whether DNS servers are shown in the network configuration and if they are not - add them back. If they are not there, and the checkbox for automatic obtaining is ticked and greyed out - it helps to check-uncheck the same checkbox for IP-address parameters 1-3 times.

For more information, review Configuring Network Settings and Configuring Hostname Resolution in the Veeam Backup for Nutanix AHV 3.0 user guide.

 

The AHV Backup Proxy update displays an error message about being unable to download updates.

Ensure that the repositories listed in Used Ports can be reached by the AHB Backup Proxy, then rerun the update.

 

AHV Backup Proxy Web Console displays a 502 Gateway Timeout error

This typically means the update process failed. Reboot the proxy by going into Prism and choosing "Guest Reboot". If the 502 Gateway Timeout errors persist, you must deploy a new AHV Backup Proxy. Expand the section below, and follow the steps.

Steps to redeploy AHV Backup Proxy after failed update

These steps should only be used when the AHV Backup Proxy fails to update or updates into a malfunctioning state.

The process below will guide you through reverting the AHV Backup Proxy, removing it, and finally creating a new AHV Backup Proxy. This process will utilize the snapshots of the AHV Backup Proxy that occur because, by default, Veeam creates a Protection Domain named VeeamBackupProtection and places the proxy into it. A snapshot job for this Protection Domain is run daily from the proxy.

  1. Turn off incorrectly upgraded Proxy VM.
  2. Restore the proxy to a working condition:
    1. Log into Prism Element.
    2. Open Data Protection and click on VeeamBackupProtection.
    3. Click on Local Snapshots.
    4. Restore the most recent snapshot.
    5. Power on the restored proxy VM.
    6. This should revert to a functional pre-update proxy.
  3. With the proxy functional, save the configuration backup using the web console:

    Click the gear icon >> Appliance Settings >> Config Backup button

  4. Power off the AHV Backup Proxy via Prism
  5. Remove the AHV Backup Proxy from Veeam Backup & Replication.
  6. Deploy a new AHV Backup Proxyproxy.
  7. Restore the configuration saved in step 2.
  8. Edit the AHV Backup Proxy from within Veeam Backup & Replication, and proceed through each page, finally clicking finish to re-sync the proxy to the backup server.

 

KB ID: 4237
Product: Veeam Backup for Nutanix AHV 3.0, Veeam Backup for Nutanix AHV 2.1, Veeam Backup for Nutanix AHV 2.0
Published: 2021-11-04
Last Modified: 2021-11-09

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