UCB Agent is not registering to the cloud

SUMMARY

How to troubleshoot agent installation problems with Unitrends Cloud Backup

ISSUE

After running the Powershell Script to register a Unitrends Cloud Backup Agent on a supported workstation, the agent is not installed properly, or powershell produces errors.  

This article describes common issues and resolutions.  

RESOLUTION

The following are required to successfully install the Unitrends Cloud Backup Agent. 

1) The Powershell script being used on a new endpoint to register must have been created from the UCB UI within the last 24 hours.  
2) The Workstation or Server running the script must be a 64bit OS of Windows 8+ or Windows 12+  Professional, Datacetner, Standard, and Enterprise editions of these OS are formally supported with release 1.1, but other windows edition may function.
3) The user running the script should be a local administrator running PowerShell as an admin.  In 2016 servers and higher, the user must not have restricted PowerShell rights that require adjustment.  
4) Powershell may prevent execution of downloaded scripts.  Use of the commands in our quick guide that bypass execution policy are typically required to successfully run the script.  
5) The Asset must be able to reach ingest.backup.net and storage.backup.net on HTTPS: 443.  This is to a dynamic URL that uses potentially hundred of IPs, so open HTTPS access outgoing through firewalls is required.  Please check perimeter as well as software firewalls for interference
6) the presence of a standard Unitrends backup agent used with a Unitrends Appliance is not compatible with UCB agent at this time.  It must be uninstalled followed by removal of the directory C:/PCBP from the assets file system before running the powershell script.  
7) ensure firewall security settings are not preventing the successful download of the MSI file imported by the Powershell script
8) if Antivirus software is interfering with the download or installation of the agent it may need to be temporarily disabled for successful installation.  Unitrends is not currently aware of any specific vendors that may prevent our agent installation, but this has been seen to resolve issues for some customers historically.  

Once the above are validated, re-run the powershell script.

TASKS

Note, if you are using GPO, SCCM, or another remote deployment management or RMM platform to install your agents and are experiencing problems, attempt to install the agent via powershell manually to eliminate potential deployment issues from 3rd party tools.  Note Unitrends Supprot will be unable to assist in troubleshooting batch deployment issues with 3rd party products.  

Identifying when in the process the application  fails to install is a key to troubleshooting issues quickly.

1) If powershell will not begin the process, ensure you have run PowerShell as a local administrator and launched it "as admin"  Security or execution bypass policies may also need to be checked.  Powershell will typically provide errors making these restrictions clear.  

2) If the script is unable to reach the internet to register or download the MSI installer, it will indicate URL-related connection failures.  Assess your software and hardware firewalls and ensure HTTPS 443 is accessible openly from the asset to the internet.  You may at this point also see errors if the script has aged more than 24 hours since being generated.  

3) If the script errors downloading the agent itself, check for antivirus interference, firewall deep packet inspection or other security responses, and that you have sufficient local free space.  

4) if the agent completes download but does not complete installation successfully, check antivirus issues, free space, and ensure older agents or Unitrends Backup agents have been uninstalled and the PCBP folder completely removed from the C: drive before attempting to re-run the installer batch file.  

5) if the agent completely installs, but is not seen in the UCB UI within a few minutes of successful completion, ensure the Windows Service "D2CService" is started.  

If you receive any errors from powershell that you are not able to resolve using the above, please ensure you include a legible capture of the powershell output to provide to Unitrends Support 

NOTES

Note, Database applications like SQL, Oracle, Exchange, or SharePoint are not supported by UCB, nor are many server roles including Hyper-V and this product is not supported on cluster, nodes.  If you have these or other applications on your server you will need to protect this server with a Unitrends Backup Appliance instead of UCB.  

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