Rackspace Cloud Backup - Install the agent on Windows


The instructions in this article describe the procedure for a fresh installation or update of the Rackspace Cloud Backup agent on your Windows server. If you are using a Linux server, see Rackspace Cloud Backup  - Install the Agent (Linux) for the parallel instructions.

CONTENTS

 

Requirements

Before reinstalling the agent on a server a new agent installation disconnects any previous registrations from that server. You must do a backup migration in order to re-associate the backup data from a disconnected registration. However, the old registration with its backup data will remain attached to the customer account until it is deleted.

Note: The Rackspace Cloud Backup agent requires .NET 4.0 or higher.

Download the installer

Determine whether your Windows server architecture is 64-bit or 32-bit, and download the latest MSI install file for that architecture from http://agentrepo.drivesrvr.com/.

Installation

You can choose one of three different methods of installation:

 

Interactive installation

Use the Windows package installer (msiexec.exe) to install the Cloud Backup Agent in interactive mode. This command launches the Cloud Backup Setup Wizard. Enter this code at the Windows command line to begin interactive installation:

msiexec /i driveclient-1.18.007148-en-us.msi

You can also double-click on the MSI in order to start the interactive installation process. Follow the wizard instructions to complete the installation and configuration.

  1. Read and accept the terms of the End-User License Agreement.

  2. Start the Client Registration process by selecting API Key or Password option of registration.

    To use the API Key option, you must install the Cloud Backup agent as the administrator account of your cloud server. Attempting to use the API Key option as a non-administrator will result in installation failure.

    Enter the User ID and the API Key or Password, depending on which option you choose. Click Next.

  3. Select the Datacenter and Flavor for your server. If you are not sure which data center or flavor to select, accept the option the installer chose for you. This will almost always be the correct one. Click Next.

    The installation process will continue.

  4. Click OK when you see the SUCCESS! message.

  5. Click Finish to complete the interactive installation.

SeeTest Windows installation or update for the verification steps to test the installation.

Silent Installation

See Rackspace Cloud Backup - Install the agent on Windows by using silent installation to learn how to perform a silent installation.

Note: The silent installation works only when you run it from the administrator account of the server.

Update Cloud Backup agent on Windows

Because the Windows agent includes an automated updater, there should rarely be an occasion to update the Windows agent manually; however, there may be some rare need to do so. Here are a couple of different options that may be useful.

The preferred way to do a manual update is to download the latest wrapper app from the deployment server and simply run it.

driveclient-1.18.007148-setup.exe

You may even run it by simply executing the wrapper app from a Windows file browser.

Doing an upgrade by hand without messing up your agent registration can be tricky. Only attempt to do this if you know exactly what you are doing.

To update and existing agent from the command line with msiexec, you must first save the configuration files from %PROGRAMDATA%\Driveclient and uninstall the current agent. Then copy the saved configuration files back to their original locations in %PROGRAMDATA%\Driveclient. Finally, download the latest MSI from the deployment server and run the install without APIUSER and APIKEY.

msiexec /i driveclient-1.18.007148-en-us.msi /qn /l*v %tmp%\install-1.18.007148.log DEBUGHIGH=true

Otherwise, updating the agent using the MSI is the same as a fresh install. You have all the same MSI options available. See Test Windows installation or update for the verification steps to test the update.

Test Windows installation or update

If you performed the silent or interactive installation, test the installation. If you performed the updated installation, test the update.

Verify that installation performed the following actions:

  1. Created the %programfiles%\driveclient path.
  2. Placed files in the Program Files\driveclient directory:
    c:\>dir "%programfiles%\driveclient" /a-d
    Volume in drive C is OS
    Volume Serial Number is EE4C-78FC
    Directory of C:\Program Files\driveclient
    10/05/2011 12:24 PM 5,749,760 driveclient.exe
    03/01/2011 05:41 PM 1,693,696 icudt42.dll
    03/01/2011 05:39 PM 1,289,216 icuuc42.dll
    10/05/2011 01:37 PM 647,630 install.log
    10/05/2011 01:37 PM 58,384 uninst.exe
    5 File(s) 9,438,686 bytes
  3. Created the %programdata%\driveclient path.
  4. Placed bootstrap.json in the %programdata?%\driveclient path, which looks as follows.
    {
        "AccountId" : “991199”,
        "AgentId" : 119991,
        "AgentKey" : “ZLgIosvV558PXVlx+EKiT+2+sRtaSo+cI9BE1aY1W/73WRv8O8len56rjmeDoT0cnthAysW=",
        "ApiHostName" : "api.drivesrvr.com",
        "IsRegistered" : true,
        "Username" : “[yourusername]",
        "VolumePasswords" : [yourownveryverylongpasswordthatnoonecouldeverpossiblycrack]
    }
    	
    Replace values in brackets with values that match your installation. The parameter provided with /type=install should be visible in the bootstrap.json file.
  5. Created a DriveClientSvc service:
    c:\>sc query DriveClient
    SERVICE_NAME: DriveClientSvc
    TYPE : 10 WIN32_OWN_PROCESS
    STATE : 1 STOPPED
    WIN32_EXIT_CODE : 0 (0x0)
    SERVICE_EXIT_CODE : 0 (0x0)
    CHECKPOINT : 0x0
    WAIT_HINT : 0x0
  6. Created the entry driveclient.exe in Control Panel > Programs > Programs and Features.

Test the Windows update

Run driveclient-setup-latest.exe to show any updated files in program files\driveclient.
This is the same as running the setup with no parameters.

c:\>dir "%programfiles%\driveclient\driveclient.exe"
Volume in drive C is OS
Volume Serial Number is EE4C-78FC
Directory of C:\Program Files\driveclient
10/05/2011 12:24 PM 5,749,760 driveclient.exe
1 File(s) 5,749,760 bytes
0 Dir(s) 449,822,932,992 bytes free

Troubleshooting installs, upgrades, and uninstalls

 

Note:The silent installation method will fail without a clear error message if it is run as a non-administrator. If the silent installation fails, run the interactive installation.

 

If the Cloud Backup agent installation is unsuccessful, look at the Windows Event log for any errors, or look at the msiexec installation log for diagnostics regarding an unsuccessful installation.

For details about an agent that fails to register or fails to start on installation, look at C:\ProgramData\Driveclient\log\driveclient.log.

We recommend that you enable TRACE logging as part of the troubleshooting process. Should you need to call the Support team, TRACE logging will help them identify the problem. For more information about TRACE logging, see Cloud Backup agent logging basics.

If the agent fails to start up, e.g., registration failure, etc., the most effective log setting is to directly edit the log4cxx.xml file .

A Cloud Backup connection error indicates that the agent is not running on your server. In this case, verify that your firewall isn't blocking outgoing connections on port 443.

Backup statuses - skipped, missed, errored, and failed

The backup statuses are defined below:

  • Skipped: The backup job was skipped because a backup job was already queued. A single backup job can be queued only once.
  • Missed: The backup job was missed because the agent did not respond. The agent was likely offline.
  • Errored: An error occurred during the backup. The backup job did run, but it needs to be investigated.
  • Failed: A serious problem occurred, and the backup job did not run.

Follow these procedures to troubleshoot the skipped, missed, errored, and failed statuses:

  • Skipped: This error likely occurs because the frequency of the backup job is set too high. Consider reducing the frequency of the job, or reducing the amount of data. If this is the initial job, then the subsequent jobs might finish faster.
  • Missed: Verify that the agent is running on the server. If the agent is not already running, then start it. Next, check the logs to determine why the backup job failed. An agent should never go offline by itself. Either a software exception occurred or the agent was manually terminated.
  • Errored: Look in the logs on the server. The agent stores all the logs in one location (see the following section). Review the logs line by line. If you cannot determine the cause of the error, raise a ticket with the SME group, and they can help you identify the problem.
  • Failed: As with the Errored status, check the logs on the server. A failed status is severe.

Uninstall Cloud Backup agent on Windows

To uninstall the Cloud Backup agent, the preferred method is to uninstall using the Windows Control Panel. However, you can also use msiexec from the command line.

msiexec /x driveclient-1.18.007148-en-us.msi /qn /l*v %tmp%\uninstall-1.18.007148.log
                

Run %programfiles%\driveclient\uninst.exe.
The following changes should occur:

  • The path %programfiles%\driveclient contains a single file: install.log
    c:\>dir "%programfiles%\driveclient" /a-d
    Volume in drive C is OS
    Volume Serial Number is EE4C-78FC
    Directory of C:\Program Files\driveclient
    10/05/2011 01:29 PM 607,013 install.log
    1 File(s) 607,013 bytes
    2 Dir(s) 449,805,914,112 bytes free
  • The %programdata%\driveclient path does not exist.
    c:\>dir "%programdata%\driveclient"
    Volume in drive C is OS
    Volume Serial Number is EE4C-78FC
    Directory of C:\ProgramData
    File Not Found
  • No driveclient.exe entry exists in Control Panel > Programs and Features.
  • No DriveClientSvc service is installed.
      • There should be no scheduled tasks to "check for driveclient update."
    c:\>sc query driveclientsvc
    [SC] EnumQueryServicesStatus:OpenService FAILED 1060:
    The specified service does not exist as an installed service.

>

Uninstall the agent from older versions of Windows

Note:Complete the following steps ONLY if unistalling the agent from Window's agent version 1.18 or lower. You can check your agent version by logging into your Cloud Control Panel, clicking on the "Backup" tab, and selecting your backup system. The version number is listed under System Details. If your version is higher than 1.18, see the previous section, Uninstall Cloud Backup Agent on Windows for your uninstall.

To proceed for versions 1.18 or lower, run %programfiles%\driveclient\uninst.exe.

The following changes should occur:

  • The path %programfiles%\driveclient contains a single file: install.log
c:\>dir %programfiles%\driveclient /a-d
 Volume in drive C is OS
 Volume Serial Number is EE4C-78FC
 Directory of C:\Program Files\driveclient
10/05/2011  01:29 PM           607,013 install.log
              1 File(s)        607,013 bytes
               2 Dir(s)  449,805,914,112 bytes free
  • The %programdata%\driveclient path does not exist.
c:\>dir "%programdata%\driveclient"
 Volume in drive C is OS
 Volume Serial Number is EE4C-78FC

 Directory of C:\ProgramData

File Not Found
  • No driveclient.exe entry exists in Control Panel > Programs and Features.
  • No DriveClientSvc service is installed.
  • There should be no scheduled tasks to "check for driveclient update".
    c:\>sc query driveclientsvc
    [SC] EnumQueryServicesStatus:OpenService FAILED 1060:
    
    The specified service does not exist as an installed service.

 



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