Rackspace Cloud Backup - Install the agent (Windows)


Getting started with Rackspace Cloud Backup - Part 1

The following instructions are 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.

Before you install

Note that the Rackspace Cloud Backup agent requires .NET 4.0 or higher.

Before reinstalling the agent on a server, note that a new agent installation disconnects any previous registrations from that server. The only way to re-associate the backup data from a disconnected registration is to do a backup migration; however, the old registration with its backup data will remain attached to the customer account until it is deleted.

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/.

You can choose one of three different methods of installation: Silent, Interactive, or Update.

Silent installation

Use the Windows package installer (msiexec.exe) to install the Cloud Backup agent.

A typical installation from the command line or a batch file would be run as Administrator:

msiexec /i driveclient-1.18.007148-en-us.msi /qn /l*v %tmp%\install-1.18.007148.log APIUSER=myuser APIKEY=abcdef1234567890abcdef1234567890 APIHOSTNAME=region.backup.api.rackspacecloud.com DATACENTER=IAD DEBUGHIGH=true

Change the APIUSER, APIKEY, APIHOSTNAME, and DATACENTER values to match your installation.

During a fresh installation, the following options are used:

  • APIUSER (required for new installation): The username that you use to log in to Cloud Management.
  • APIKEY (required for new installation): Your Rackspace Cloud API key.
  • APIHOSTNAME: The host address where the Cloud Backup API endpoints reside. Host addresses for various data centers can be found in Service access endpoints in the API documentation.
  • DEBUGHIGH (default false): Turns on debug-level logging in the MSI custom actions and in the agent Updater service. For debug options for the MSI installer itself, see the following section.
  • DATACENTER (required for new installation): This specifies the datacenter associated with this server. Possible values are: ORD, DFW, SYD, IAD, HKG, and LON.

Following are less-frequently used (expert) installation options that you can use:

  • APIHOSTURL: The URL that is used for registration. Host addresses for various data centers can be found in Service access endpoints in the API documentation.
  • FLAVOR (default raxcloudserver): Possible values are: privatecloud, raxcloudserver, and personalmachine.
  • INSTALLDIR (default %ProgramFiles%\Driveclient): The installation directory for agent executables.
  • UPGRADEARCH (default win64 or win32 depending on the MSI agent type): The folder on the download server where you find the MSI for the architecture you want.
  • UPGRADEBASEURL (default http://agentrepo.drivesrvr.com/): The URL for the download server where the setup MSIs are stored.

For more options installing MSI packages, see msiexec command line options.

A successful installation results in two running services, the Driveclient and the Updater. You can see these via services.msc. See Test Windows installation or update for the verification steps to test the installation.

Test Windows installation or update

Interactive installation

Use the Windows package installer (msiexec.exe) to install the Cloud Backup Agent in interactive mode. For example:

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

which will launch the Cloud Backup Setup Wizard. Or you can just double-click on the MSI.

Follow the wizard instructions to complete the installation and configuration giving the User ID, API Key, Datacenter, and Flavor. If you are not sure which data center or flavor to select, accept the one the installer chose for you. This will almost always be the correct one. See Test Windows installation or update for the verification steps to test the installation.

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.
    {
    "ApiHostName" : "[region].backup.api.rackspacecloud.com",
    "Https" : true,
    "IsRegistered" : false,
    "Username" : "[yourusername]",
    "Password" : "[myownveryverylongpasswordthatnoonecouldeverpossiblycrack]"
    }

    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 DriveClientSvc
    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 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

If the 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 install, look at C:\ProgramData\Driveclient\log\driveclient.log. For details about how to get the most out of agent logging, see Agent Logging Basics.

The most useful log settings in a case that the agent fails to start up (e.g., registration failure, etc.) is directly editing the log4cxx.xml file.

Connection error: If Cloud Backup indicates that the agent is not running on your server, ensure that your firewall isn't blocking outgoing connections on port 443.

What do the backup statuses Skipped, Missed, Errored, and Failed mean?

  • 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.

How do I 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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