Unitrends Backup Portal Agent/Proxy Troubleshooting

Backup Portal Agent Troubleshooting

The Backup Portal agent released in 2019 works off of Docker, which creates containers that the agent runs in independently.

"appliance-collector-unitrends" is the utility that gathers data and sends to the Unitrends Backup Portal (Backup.net).
"appliance-proxy-unitrends" is the utility that allows proxy, or remote connection from the portal, into the appliance.

 

To determine if the Unitrends Backup Portal agent is online, you can run: "docker ps".  Example below:

[[email protected] ~]# docker ps
CONTAINER ID IMAGE COMMAND CREATED STATUS PORTS NAMES
dbd1567b8257 kaseya/appliance-proxy-unitrends:12.d7345a3 "./proxy-agent" 10 days ago Up 3 days appliance-proxy-unitrends
b870ecc151ed kaseya/appliance-collector-unitrends:145.4dcfb8b "./msp-agent" 10 days ago Up 3 days appliance-collector-unitrends
496694918f67 repo.unitrends.com/unitrends/repqueuer:10.4.4-1 "./repqueuer" 2 months ago Up 3 days repqueuer

 

To pull logs , we can leverage Docker's log command: docker logs container-name.  In this instance, we run a "--tail 5" flag on show the last 5 lines:
 

[[email protected] ~]# docker logs --tail 5 appliance-proxy-unitrends
time="2021-01-19T19:17:17-05:00" level=error msg="Get https://proxy.backup.net/proxyapi/TunnelRequests/fee895958b1b4da68e08057a038df6ef: dial tcp 173.247.66.212:443: connect: no route to host"
time="2021-01-19T19:17:17-05:00" level=error msg="Get https://proxy.backup.net/proxyapi/TunnelRequests/fee895958b1b4da68e08057a038df6ef: dial tcp 173.247.66.212:443: connect: no route to host"
time="2021-01-19T19:19:20-05:00" level=error msg="Get https://proxy.backup.net/proxyapi/TunnelRequests/fee895958b1b4da68e08057a038df6ef: dial tcp: lookup proxy.backup.net on 10.10.11.5:53: read udp 192.168.1.106:60723->10.10.11.5:53: i/o timeout"
time="2021-01-19T19:19:20-05:00" level=error msg="Get https://proxy.backup.net/proxyapi/TunnelRequests/fee895958b1b4da68e08057a038df6ef: dial tcp: lookup proxy.backup.net on 10.10.11.5:53: read udp 192.168.1.106:60723->10.10.11.5:53: i/o timeout"
time="2021-01-19T19:19:20-05:00" level=error msg="Get https://proxy.backup.net/proxyapi/TunnelRequests/fee895958b1b4da68e08057a038df6ef: dial tcp: lookup proxy.backup.net on 10.10.11.5:53: read udp 192.168.1.106:60723->10.10.11.5:53: i/o timeout"

To pull AppID and Version of agent for Development

[[email protected] ~]# cat /usr/utmsp/version.json
{
    "Version":  "2.0.20",
    "Date":  "20190206124418"
}
[[email protected] ~]# cat /usr/utmsp/output/reggen.json
{"Ccid":"f4eb1510-ee60-41bb-86e5-dd7dc855fb08","AppId":"3ad99b2bf55144a3bdc63133c86cb0fa","Secret":"28d53e7ce81144c4be203fbbe6192c07a31a730e157a43b7901e76111d547be2"}[[email protected] utmsp]#


To restart the Unitrends Backup Portal agent in full:

[[email protected] ~]# ./usr/utmsp/start.sh
root: Agent - Starting services
root: Agent - Starting Agent
root: Agent - Msp process is running
root: Proxy - Starting services
root: Proxy - Starting Proxy
root: Proxy - Proxy process is running

Running "docker ps" after this command will show the agent being restarted

[[email protected] ~]# docker ps
CONTAINER ID        IMAGE                                             COMMAND             CREATED             STATUS              PORTS               NAMES
ff8ff36ebffd        kaseya/appliance-proxy-unitrends:12.d7345a3       "./proxy-agent"     2 months ago        Up 1 second                              appliance-proxy-unitrends
fd2d74b4c46a        kaseya/appliance-collector-unitrends:23.e7d400e   "./msp-agent"       2 months ago        Up 1 second                             appliance-collector-unitrends

To restart either the collector or the proxy agent individually, run the following commands, replacing the container name with the container requiring restart:

[[email protected] ~]# docker restart appliance-proxy-unitrends
appliance-proxy-unitrends

Running "docker ps" after this command will show the agent being restarted

[[email protected] ~]# docker ps
CONTAINER ID IMAGE COMMAND CREATED STATUS PORTS NAMES
dbd1567b8257 kaseya/appliance-proxy-unitrends:12.d7345a3 "./proxy-agent" 10 days ago Up 55 seconds appliance-proxy-unitrends
b870ecc151ed kaseya/appliance-collector-unitrends:145.4dcfb8b "./msp-agent" 10 days ago Up 3 days appliance-collector-unitrends
496694918f67 repo.unitrends.com/unitrends/repqueuer:10.4.4-1 "./repqueuer" 2 months ago Up 3 days repqueuer

On error 400 Bad Request, uninstall/reinstall agent per below: 

[[email protected] ~]# docker logs --tail 5 appliance-collector-unitrends
time="2019-04-16T16:21:58Z" level=error msg="400 Bad Request" time="2019-04-16T16:21:58Z" level=error msg="400 Bad Request"

Uninstall agent, remove appliance from Unitrends Backup Portal and re-add

sudo /usr/utmsp/uninstall.sh

Unitrends Backup Portal: Remove appliance

Unitrends Backup Portal: How to add a new Unitrends Asset

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