Kaseya Backup recovery guide

http://community.kaseya.com/kb/w/wiki/kaseya-backup-recovery-guide.aspx

This document contains step-by-step procedures and troubleshooting guidelines for Kaseya Backup restore functions.

Restoring individual files or folders

Summary

Explore Volumes

Explore Folders

Kaseya Backup local user interface

Restoring from disk/volume based backups with the local UI

Restoring from folder based backups with the local UI

Using Windows Explorer

Restoring an entire disk image

Summary

Auto Recovery

CD Recovery

Universal Restore / Manual Recovery

Image to VM

Converting a Backup to a Virtual Machine hard disk image

Adding a VHD file to a Virtual PC or Virtual Server

Adding a VMDK file to a Vmware Workstation or Server

Troubleshooting

Explore Volumes

Explore Folders

Kaseya Backup local UI

Browsing backups from Windows Explorer

Auto Recovery

CD Recovery

Universal Restore / Manual Recovery

Image to VM

Restoring individual files or folders

Summary

Explore Volumes

  • mounts a volume based backup as a read-only drive in Windows so that files or folders can be restored
  • operated from Kaseya web console
  • requires Kaseya agent to be online and backup files to still be in original image location (but can be submitted from another Backup client on the same network if image location is a network share)

Explore Folders

  • restores folder based backups
  • operated from Kaseya web console
  • requires Kaseya agent to be online and backup files to still be in original image location (but can be submitted from another Backup client on the same network if image location is a network share)

Browsing from Windows Explorer

  • on Acronis v10.0 and later Backup clients, volume or folder based backups can be accessed by browsing from Windows Explorer
  • allows copy/paste of files or folders for restore

Kaseya Backup local UI

  • allows mounting of volume backups and restore of folder backups directly from Backup client computer (without using Kaseya web console)
  • useful when communication with the kserver is lost or the backup sets are no longer in the original image location

Explore Volumes

Using the Explore Volumes function from the Kaseya console, you can retrieve the required files from a disk/volume based backup without restoring the entire image. The Explore Volumes function mounts a volume backup as a new read-only drive letter on the same machine or on a different machine. The backup volume can be browsed, just like any other drive, with Windows Explorer. Individual files or folders can be copied from mounted backup volumes to any other folder on your local machine you have write access to. Mounted volume backups remain available for browsing.

  1. Go to the Backup Tab -> Explore Volumes. Click on the machine whose image you wish to mount.
  2. Select the machine where you want to mount the image. It can be the machine the backup was taken from, or another machine with the Kaseya Backup client installed which has access to the image location.
  3. Select the backup image you want to mount.
  4. Click “Mount”

When the operation completes, you can see the mounted drive(s) in Windows Explorer. It assigns a new drive letter for each drive. You can browse the volume to retrieve the required files. The first available drive letter will be used.

  1. To un-mount the drive, click “Unplug All”

Explore Folders

The Explore Folders function restores folder based backups to a specified directory on a target

machine, maintaining the same structure they had in the backup. Unlike Explore Volumes, this page does not mount the data as a new drive letter. Manually delete restored backup folders to remove them.

  1. Go to the Backup Tab -> Explore Folders.
  2. Click on the machine whose backup you want to restore.
  3. Select the machine where you want to restore the files.
  4. Select the backup instance you want to restore.
  5. Enter the folder path where you want to restore (this defaults to the agent working directory)

  1. Click on “Restore”.

The images are restored into the specified folder path on the specified machine. Note: Unlike Explore Volumes, these files are actually restored to the machine, they are not mounted a virtual disk. If the backup has a lot of files, or is large, this restore may take some time. Please ensure there is enough disk space to restore ALL the files in the backup archive.

Kaseya Backup local user interface

This tool allows you restore individual files from folder or volume based backups without using the Kaseya web UI. It is useful if communication has been lost with the Kaseya server or the backups are no longer in the original image location.

Restoring from disk/volume based backups with the local UI

  1. Browse to the “Backup” folder under the Kaseya agent install directory
  2. Run KaseyaBackupLocalUI.exe
  3. Click “Browse File” and browse to the archive (volbackupx.tib)
  4. Enter the image password (which can be obtained from Backup > Configure > Image Password function in Kaseya) and click “OK”
  5. Click on the Mount tab

  1. Select required drive(s) to mount and click “Mount” button

  1. When the operation completes, you can see the mounted drive(s) in Windows Explorer. It assigns a new drive letter for each drive. You can browse the volume to retrieve the required files. The first available drive letter will be used.

  1. Click “Unmount all” when finished

Restoring from folder based backups with the local UI

  1. Browse to the “Backup” folder under the Kaseya agent install directory
  2. Run KaseyaBackupLocalUI.exe
  3. Click “Browse File” and browse to the archive (FolderBackupx.tib)
  4. Enter the image password (which can be obtained from Backup > Configure > Image Password function in Kaseya) and click “OK”
  5. Click on the File Restore tab
  6. Select the destination folder (this is the folder you want the files to be restored to)

  1. Click the Restore button

  1. The files are restored into the specified folder path on the specified machine. Note: Unlike volume based backups, the files are actually restored to the machine, they are not mounted a virtual disk. If the backup has a lot of files, or is large, this restore may take some time. Please ensure there is enough disk space to restore ALL the files in the backup archive.

Using Windows Explorer

You may explore volume or folder based backups from Windows Explorer on any computer with the Kaseya Backup client installed with Acronis build 10.0 or later. Browse to the image location and double-click on the archive (volbackupx.tib or FolderBackup.tib). You will be prompted for the image password, which can be obtained from Backup > Configure > Image Password function in Kaseya. From here you can browse to the required files or folders and restore by copy/pasting to another location on the computer.

Restoring an entire disk image

Summary

Auto Recovery

  • Fully automated image restore initiated from Kaseya console requiring no end-user interaction
  • System is booted into recovery console located on disk which runs scripted restore
  • Can be used if operating system is still functioning and Kaseya agent is checking in (e.g. for restoring an earlier configuration or image refresh in a lab environment)

CD Recovery

  • Similar to Auto-Recovery but recovery console boots from a CD, so can be used when operating system cannot be started
  • no further end user interaction is needed once system has been booted from CD
  • requires that backup set is still available in the original image location
  • requires network connection to kserver to download configuration details (network configuration is automatic so it may fail if there is no DHCP server on the network or a proxy server is used for internet access)

Universal Restore

  • fully configurable Acronis recovery CD
  • can  restore image to dissimilar hardware (bare-metal recovery)
  • can be used when backup set is no longer in original image location
  • network can be configured manually if there is no DHCP server
  • requires detailed end-user interaction – user must select backup to restore from and partitions to restore to

Image to VM

  • allows conversion of backup to a virtual hard drive image (supports Microsoft, VMware and ESX virtual machine formats)

Auto Recovery

The Auto Recovery function restores any volume backup image to the same machine the backup was created on. It requires that the target machine's agent can still communicate with the KServer.

Secure Zone - For Backup clients installed prior to Kaseya Backup 4.0 the Backup > Secure Zone function installs a 56 Mb hidden boot partition on managed machines. For these earlier backup clients, secure zones are used by Auto Recovery to boot the managed machine and restore backup volume images without any user interaction. Installing or removing a secure zone requires a reboot of the machine. The Kaseya Backup 4.0 client (Acronis ABR10) does not require Secure Zone to perform an Auto Recovery. All machines installed with the ABR10 version of the Backup client display on the Automatic Recovery page. The Secure Zone page no longer allows installation of a Secure Zone on machines using the ABR10 version of the Backup client. Secure Zones are still required for machines using versions of the Backup client earlier than ABR10.

To restore a backup image using Auto Recovery: -

  1. if the Backup client is an Acronis build prior to ABR10, update to the latest client using Backup > Configure > Install/Remove function or go to Backup > Configure > Secure Zone function and install the secure zone partition (requires reboot)
  2. go to Backup tab > Secure Zone function and select the target agent(s) and the backup(s) to restore to
  3. click the Restore Now button or select time/date and click the Schedule button
  4. agent procedures will launch the restore, and the computer will be rebooted without any user prompting
  5. the agent will not check back in until after the restore, and there will be no further progress reported on the Kaseya console. On the target computer, the Acronis recovery console will load after the reboot and display progress of the restore.
  6. on completion, the computer will be automatically rebooted back to the operating system and the agent will check back in

CD Recovery

The Backup > Recovery > CD Recovery function restores volume backup images to the same machine that the backup was created on or another machine with identical hardware. CD Recovery requires the target machine be booted from a CD, but no further user interaction is needed.

Using CD Recovery we can restore the backup images if the target machine's operating system cannot be started or the agent cannot currently communicate with the kserver. (!) The target machine must be physically connected to a DHCP enabled network that provides access to the KServer without a proxy. Once the target machine boots up from the CD, no further user interaction is required. The network card is configured automatically. The KServer automatically downloads and restores a backup image to the target machine.

To Create an ISO for CD Recovery: -

  1. Go to Backup > Recovery > CD Recovery
  2. Click on “Create New ISO” button
  3. Enter the name for the ISO
  4. Click OK.
  5. Once the Image is created associate that image with the specific machine ID and image
  6. Click on “Unassigned” hyperlink
  7. select agent ID
  8. select backup date from from drop-down
  9. click link next to “Download ISO image at” to download ISO
  10. burn the ISO to a CD

After booting the target machine from the CD, the restore should progress in the same way as with Auto Recovery (no further user interaction needed).

Universal Restore / Manual Recovery

The Backup > Recovery > Universal Restore function includes download links and instructions for Manual Volume Recovery using the Acronis Recovery CD. This should be used if any of these conditions apply: -

Please note that Manual Recovery requires detailed end-user interaction. The user must connect to the network, navigate to the image location, select disks to restore from and to, etc.)

Image to VM

Converting a Backup to a Virtual Machine hard disk image

The Image to VM page converts an existing backup file to one of three types of virtual machine file formats: Virtual PC, VMware and ESX. This enables you to install a backup to a virtual machine environment. Any other machine with an agent can be used to perform the conversion of the backup file so long as the machine has read/access to the image location. Successful and failed Image to VM conversion log entries are listed in Backup Logs.

Click a machine ID to select a volume backup to convert. The list of machine IDs you can select depends on the Machine ID / Group ID filter. To display on this page, machine IDs must have backup software installed on the managed machine using the Backup > Install/Remove page.

Adding a VHD file to a Virtual PC or Virtual Server

You can use the following process to add a virtual hard disk (.vhd file) to a Virtual PC or Virtual Server: -

  1. Open the Virtual PC or Virtual Server Console and ensure that your Virtual Machine is not running.
  2. Select the virtual machine you wish to add the .vhd file to and choose Action > Settings.
  3. Choose Edit an existing virtual disk.
  4. Click on the Hard disk entry you wish to modify.
  5. Click Browse and select the .vhd file you converted the .tib file to.
  6. Click OK.

Adding a VMDK file to a Vmware Workstation or Server

You can use the following process to add a virtual hard disk (.vmdk file) to a VMware workstation or server: -

  1. Open your VMware virtual machine and make sure it is powered off.
  2. Choose VM -> Settings.
  3. On the Hardware tab, click Add to start the Add Hardware wizard, select Hard Disk and click Next.
  4. On the Select a Disk page, select Use an existing virtual disk and click Next.
  5. On the Select an Existing Disk page, enter the path name and filename for the existing disk file, or browse to the file and click OK. Even if the converted virtual disk consists of several .vmdk files, you will need to pick only one .vmdk file at the last page of the wizard. This will add the whole virtual disk.

Troubleshooting

Here are some common causes of restore failures: -

Explore Volumes

If the mount fails you will see this message reported on the Explore Volumes page

Troubleshooting steps: -

  1. Check the “agent procedure log” and ensure the below procedures ran without errors. If they have not yet ran, look at the pending procedures and check if they are stuck behind another procedure.
  2. Review the Acronis log from the mount operation – this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupMountLog.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789
  3. Attempt to access the backup using Windows Explorer (see separate section below)
  4. Attempt to mount the backup using the Kaseya Backup local UI (see separate section below)
  5. Attempt to verify the backup using the Kaseya web or local UI
  6. If the image location is on a network share, copy the backup set to a locally attached drive and attempt to mount using the Kaseya Backup local UI

Further investigation

If the issue is unresolved, please submit the following information to Kaseya Support: -

  1. log from failed operation (see step 2 above)
  2. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml
  3. Acronis Info tool output from source machine - see KKB000732
  4. outcome of test steps 3-6 above

Explore Folders

  1. Check agent procedure log and ensure these procedures have completed without error
  2. Ensure the logged in user can access the image location and belongs to the local “administrators” group
  3. Ensure the correct user name is reported on the Explore Volumes page (it will normally display the user who is logged onto the console)
  4. Review the Acronis log from the mount operation – this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\fileRestoreLog.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789
  5. Attempt to access the backup using Windows Explorer (see separate section below)
  6. Attempt to restore the backup using the Kaseya Backup local UI (see separate section below)
  7. Attempt to verify the backup using the Kaseya web or local UI
  8. If the image location is on a network share, copy the backup set to a locally attached drive and attempt to mount using the Kaseya Backup local UI

Further investigation

If the issue is unresolved, please submit the following information to Kaseya Support: -

  1. log from failed operation (see step 4 above)
  2. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\fileRestoreLog.xml
  3. Acronis Info tool output from source machine - see KKB000732
  4. outcome of test steps 5-8 above

Kaseya Backup local UI

Acronis logs from local UI operations are saved to the agent working directory with these names: -

Unlike Explore Volumes or Explore Folders, the local UI can mount backups when the files are no longer in the original image location. If the failure occurs for a backup set which is on a network drive, copy the set to a locally attached drive and try the operation again.

Further investigation

If the issue is unresolved, please submit the following information to Kaseya Support: -

  1. local UI logs (see above)
  2. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml
  3. Acronis Info tool output from source machine - see KKB000732
  4. Has the operation has been tested after copying the backup set to another location?
  5. Can the backup be accessed by double-clicking from Windows Explorer?
  6. Can the backup be verified (from local or web UI)?

Browsing backups from Windows Explorer

Follow the process outlined below to diagnose problems with browsing backups from Windows Explorer: -

  1. Ensure the logged in user has full access the image location and belongs to the local “administrators” group
  2. Attempt to restore the backup using the Kaseya Backup web or local UI
  3. Attempt to verify the backup using the Kaseya web or local UI

Further investigation

If the issue is unresolved, open a ticket with Kaseya support and state the outcome of steps 1-3. Also please provide screenshots of any on-screen errors that occur during the operation.

Auto Recovery

Follow the process outlined below to diagnose problems with the Auto Recovery process: -

  1. ensure these agent procedures have completed without error. If they have not yet executed, check if they are stuck behind another procedure
  2. the Auto Recovery log is created in the image location under <agentguid>\VolBackup\deployLog.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789
  3. if this does not reveal the cause of the problem, check if there are any errors displayed on the target machine

Further investigation

If the issue is unresolved, please submit the following details to Kaseya support: -

  1. recovery log (if one has been created)
  2. screenshot or photo of Acronis recovery console on the target machine at the point of failure
  3. screenshots of any errors displayed on Kaseya console or Acronis recovery console on the target machine
  1. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789
  1. Acronis Info tool output from source machine (if still available) - see KKB000732

CD Recovery

(!) The target machine must be physically connected to a DHCP enabled network that provides access to the KServer without a proxy.

Follow the process outlined below to diagnose problems with the CD recovery process: -

  1. Ensure that you have set up a recovery disk for the machine. Go to the Backup tab -> CD recovery. Ensure that there is a CD created for the machine in question, if no, click the Create New ISO button.
  2. Ensure that the ISO is associated with the correct machine, you can click the word "unassigned" and select a machine from the list. Please note, CD Recovery can only be used for restoring to the same hardware the backup was taken from.
  3. Ensure that an archive has been set for this machine
  4. Once complete, download the ISO and burn it to CD
  5. Boot the machine with the CD in the drive. From this point on everything is in automatic mode.
  6. If the CD Recovery boot environment has write access to the Image Location, you will see a log file created in this path: -
  1. if an error message is displayed by the recovery console, take a screenshot or digital camera photo
  2. press CTRL+ALT+F2 to get to the recovery CD command prompt
  3. run ifconfig (Linux equivalent of Windows “ipconfig” command) to check that the correct network details have been picked up (IP, DNS servers etc). Please note that the boot CD must have direct network access to the Kaseya web server - it cannot connect through a proxy.
  4. try to ping the Kaseya server by IP and by DNS name. If both pings fail, try to ping other locations in the network, to make sure that NIC itself was detected properly. If you can ping the IP but not the DNS name, check the DNS server on the network is resolving the name correctly
  5. if the backup you are trying to restore from is on a network share, try to ping the server or NAS device hosting the share by IP and DNS name
  6. use this procedure to collect a System Info Report from the recovery CD command prompt: -

a. insert a Flash disk to a USB port and issue the following commands: -

# cat /proc/partitions

This will give you the list of partitions/drives available in your system. For example: -

8 0 127744 sda

8 1 127744 sda1

3 0 80417183 hda

3 1 10241406 hda1

Flash drive's partition is visible as 'sdXY' (X - disk letter, Y - partition number). You may find your flash by partition/drive size. For example the line "8 0 127744 sda" in this example means that 'sda' size is 128Mb. If the flash is partitioned it will bring the list of its partitions as well.

b. create a mount point for your flash and mount it: -

# mkdir /mnt/tmp

# mount -t vfat /dev/sda1 /mnt/tmp

There can be some warning messages but it is safe to ignore them.

c. make a directory on your flash drive to save files to it: -

# mkdir /mnt/tmp/sysinfo

Check whether the drive is mounted correctly for writing access: -

# ls /mnt/tmp

This will give a list of files/folders located on the drive.

d. save 'sysinfo' and unmount the flash drive: -

# sysinfo > /mnt/tmp/sysinfo/sysinfo.txt

# umount /mnt/tmp

Further investigation

If the issue is unresolved, please submit the following details to Kaseya support: -

  1. recovery log (if one has been created)
  2. screenshot or photo of Acronis recovery console on the target machine at the point of failure
  3. screenshots of any errors displayed on Kaseya console or Acronis recovery console on the target machine
  4. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789
  5. ipconfig output and ping test results from recovery CD command prompt (as per steps 8-11 above)
  6. System Info Report from recovery CD (see step 13 above)
  7. Acronis Info tool output from source machine (if still available) - see KKB000732

***WORKAROUND***

If restore cannot be completed using the CD Recovery process, use the Manual Recovery process instead (details below). This does not require that the recovery CD connects to the Kaseya server, but does require user interaction.

Universal Restore / Manual Recovery

Follow the process outlined below to diagnose problems with the Manual Restore process: -

  1. use the most recent version of the Acronis Recovery CD, which you can download from here
  2. Go to the target hardware vendor's website and download all motherboard, chipset, RAID, SAS, SCSI and network drivers available for the particular machine model. (!) Make sure that you download drivers for the OS that will be restored to the target machine and also that drivers fit with the architecture of the OS (x32, x64)
  3. Save all downloaded files in one folder. Make sure that drivers are in SYS, OEM or INF format - these are the only formats that Acronis Universal Restore recognizes. (!) If drivers are delivered in .EXE packages, they can be extracted to SYS, OEM, or INF usually. If necessary, please contact hardware vendor support to get drivers in  SYS, OEM or INF extension.
  4. if you are restoring from an offsite replicated image, go to Backup > Offsite Replication > Schedule and suspend replication for the source local server OR copy the backup set out of the offsite server directory (the offsite replication process can interfere with the restore by deleting temporary files)
  5. if the CD does not boot, check that the machine is set to boot from CD. You can change this setting in the BIOS. You may have to "press a key to boot from CD". If the CD still doesn't boot, check the process in another machine, the ISO image may not have been burnt correctly.
  6. Confirm that you can navigate to the backup (*.tib) files and that they are valid. In the GUI you can use the "Validate" option to achieve this. You can browse either the network or the local disks to find the TIB files.
  7. If the network is not available, check the Network settings in the Tools Menu to make sure that your network card has been detected. You will see the cards listed as "eth0", "eth1", etc. Select the card and check the IP settings. If a DHCP server is available on the network, this should have been detected and used. If there is no DHCP on the network, you will need to manually supply the IP settings.
  8. If you cannot see any network interface cards, then it is likely that the NIC is not supported by the Linux based Acronis boot environment. In this case, please refer to KKB000868
  9. If you are able to browse to the image location but no backup archives are displayed, please refer to KKB000869
  10. Go to Help > Collect System Information in the menu and save the output to a local or USB attached drive
  11. If the network is not available, you can work around this by copying the backup files from the network location to a USB disk, or to a local disk (via windows) and restoring from this location.
  12. Should the problem be that the local disks are not being detected, please refer to KKB000868
  13. if Universal Restore detects unsupported devices (i.e. devices critical for booting - mass storage devices, the drivers for which are missing), it will ask for the necessary drivers. Please specify the folder created in step 3. (!) To identify the device by its PCI ID, refer to http://pciids.sourceforge.net/pci.ids - if the driver is still not accepted, it should be checked if it is the correct one by using a Windows installation CD and hitting F6. See Microsoft Knowledge Base Article 314859.
  14. go to Navigation > View Log and click “Save all to file” (collect this before reboot if the restore appeared to complete OK, in case there is a problem booting the system)
  15. If the machine does not boot correctly after successful restore, refer to KKB000817

***WORKAROUND***

If restore cannot be completed using the the latest version of  the standard Acronis recovery CD, you may download a WinPE based recovery CD from here

Further investigation

If the issue is unresolved, open a ticket with Kaseya support and include the following information: -

  1. Logs from recovery CD (see step 14 above)
  2. System information file from recovery CD (see step 10 above)
  3. If the operating system is still available on the computer the backup was taken from, run the Acronis Info tool and include the output file (AcronisInfo.zip)
  4. Screenshot or photo of any on-screen error messages displayed by the Acronis recovery console
  5. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789

Image to VM

The conversion is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupConvertLog.xml (!) agentguid is the unique ID for the Kaseya agent, e.g 123456789

The best work-around for any problems converting to VM is: -

  1. create blank VM
  2. restore image to it using the Acronis Recovery CD (see Universal Restore / Manual Restore section)

Further investigation

If the issue is unresolved, please submit the following information to Kaseya Support: -

  1. log from failed operation (see above)
  2. Acronis disk audit from source machine - this is saved to the kserver as C:\Kaseya\UserProfiles\<agentguid>\Audit\backupList.xml
  3. Acronis Info tool output from source machine (if still available) - see KKB000732