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Hyper-V hosts freezing during Rapid Recovery Agentless backup of VM's

We have been running Rapid Recovery 6..1.2 for over a year using Agentless Backup on our Hyper-V hosts to backup VM's without problems. We recently bought 3 new hosts to replace the current hosts which are end of life. All hosts (old and new) are running Windows Server 2012 R2 Datacenter and all are up to date with patching. However the new hosts become unresponsive, as do the VM's on them, for 2 mins every hour when the Agent process starts running on the host. We've tried upgrading both Core and Agent to 6.2 but this has made no difference. The older hosts, which are running the same version of Agent don't display this issue. If I install the agent on the VM's instead of using agentless backup on the new hosts, there's no problem.

The agentless backups do take place, that's not the problem, however Production servers and hosts which are basically unusable for 2 mins every hour is completely unacceptable and has a major impact on the business.

Has anyone else experienced these or similar issues?

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  • What is the new harware you installed? Model of system, CPU, RAM? We've seen a couple of cases recently related to this same issue that we're still trying to diagnose, so I'd recommend opening a support case. There is no reason the machine should lock up for 2 minutes every hour. It should work without issue so we need to get to the bottom of it. 

  • The new hardware is Dell Poweredge R740's. CPU = 2 x Intel Xeon Gold 5115 2.4G, RAM = 384GB, Ethernet = Broadcom 57416 2 port 10Gb + 5720 2 port 1GB

    The old hosts are Dell Poweredge R730's - no problems with them. I have a support case open but don't seem to be getting anywhere with it and it's becoming more urgent as the old hosts are due to be replaced with these new ones

  • Hi ewilliamson:

    Would you mind sharing with us the support case# so we can consult with the support engineer working on your case?

    Additionally, what memory configuration are you using (RDIMM, LRDIMM, NVDIMM)? We do not have extensive experience with NVDIMMs as yet...

    At last but not at least, since the 'freezing' of your HOSTs may be related to the way the VSS subsystem performs and since you are using the 6.2 agent on the new HOSTs, would it be possible downgrading it to 6.1.3 (new base images may be taken)?

    The 6.2 agent has a new way of tracking block changes which should be better that the 6.1.3 by being more synthetic but it makes sense to downgrade in an attempt for narrowing down the possible causes for you issue. The 6.2 Core  software can stay for now as it has mostly incremental improvements that should not be the cause the 'freeze' you are facing.

    Another test would be to attempt taking snapshots at different times for different agents and see if this would alleviate the issue.

    Please keep us posted.

  • Hi Tudor,

    My supportcase number is 4280420. With regards to the memory in the host we are using RDIMMs.

    Finally, with regards to downgrading the agent, whilst I could do that I'm not sure it would prove much. When I originally reported this issue I had 6.1.2 Agent and Core installed. I upgraded both Agent and Core to 6.2 on the advice of Quest support and in the hopes of resolving the issue but to no avail. However if you think it would be worth downgrading the Agent I can try it on one of the hosts to see if the results are any different.

    I'll try taking the snapshots at different times as well and let you know the results.

    Thanks

    Estelle

  • Hi Estelle:

    Looks that our dev team is making progress in figuring out what is going on... 

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