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Unitrends Backup Portal Agent/Proxy Troubleshooting - Connect IT Community | Kaseya
<main> <article class="userContent"> <h2 id="h_01EQ18TTP2GFXGGRS61T8MV5ZK" data-id="backup-portal-agent-troubleshooting"><strong><u>Backup Portal Agent Troubleshooting</u></strong></h2> <p>The Backup Portal agent released in 2019 works off of Docker, which creates containers that the agent runs in independently.</p> <p>As of Backup Portal Agent 3.x docker images have been consolidated to appliance-agent</p> <p> </p> <h3 data-id="to-determine-if-the-unitrends-backup-portal-agent-is-online-you-can-run-docker-ps-example-below">To determine if the Unitrends Backup Portal agent is online, you can run: "docker ps". Example below:</h3> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# docker ps<br>CONTAINER ID IMAGE COMMAND CREATED STATUS PORTS NAMES<br>b6e8e5106144 kaseya/appliance-agent:stable.28.707b7d4 "dotnet ApplianceA..." 2 weeks ago Up 29 minutes appliance-agent<br>85bde26efa48 repo.unitrends.com/unitrends/repqueuer:10.5.1-1 "./repqueuer" 2 weeks ago Up 29 minutes repqueuer</pre> <h3 data-id="n-a"> </h3> <h3 data-id="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">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:<br> </h3> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# docker logs --tail 5 appliance-agent<br>at ApplianceAgent.Api.Common.ApiClientBase.MakeRequestAsync(String uri, HttpMethod method, NameValueCollection query, NameValueCollection headers, HttpContent body) in /src/ApplianceAgent.Api.Common/ApiClientBase.cs:line 70<br>at ApplianceAgent.Api.Common.ApiClientBase.Get[T](String uri, NameValueCollection query, NameValueCollection headers) in /src/ApplianceAgent.Api.Common/ApiClientBase.cs:line 31<br>at ApplianceAgent.PortalApi.Tasks.TasksApiClient.Get(String assetTag) in /src/ApplianceAgent.PortalApi/Tasks/TasksApiClient.cs:line 31<br>at ApplianceAgent.Jobs.DataCollector.Tasks.TasksJob.ExecuteAsync() in /src/ApplianceAgent/Jobs/DataCollector/Tasks/TasksJob.cs:line 44<br>at ApplianceAgent.Jobs.JobWrapper`1.ExecuteAsync() in /src/ApplianceAgent/Jobs/JobWrapper.cs:line 32<br><br></pre> <p>To pull AppID and Version of agent for Development</p> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# cat /usr/utmsp/version.json { "Version": "2.0.20", "Date": "20190206124418" } [root@UnitrendsMSP-608-800-50006 ~]# cat /usr/utmsp/output/reggen.json {"Ccid":"f4eb1510-ee60-41bb-86e5-dd7dc855fb08","AppId":"3ad99b2bf55144a3bdc63133c86cb0fa","Secret":"28d53e7ce81144c4be203fbbe6192c07a31a730e157a43b7901e76111d547be2"}[root@GSI-UMSP8012 utmsp]#</pre> <h3 data-id="to-restart-the-unitrends-backup-portal-agent-in-full"> <br>To restart the Unitrends Backup Portal agent in full:</h3> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# /usr/utmsp/start.sh root: Agent - Starting services<br>root: Agent - Starting Agent<br>root: Agent - Msp process is running </pre> <p>Running "docker ps" after this command will show the agent being restarted</p> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# docker ps CONTAINER ID IMAGE COMMAND CREATED STATUS PORTS NAMES b6e8e5106144 kaseya/appliance-agent:stable.28.707b7d4 "dotnet ApplianceA..." 2 weeks ago Up 31 minutes appliance-agent<br>85bde26efa48 repo.unitrends.com/unitrends/repqueuer:10.5.1-1 "./repqueuer" 2 weeks ago Up 31 minutes repqueuer</pre> <h3 data-id="to-restart-either-the-collector-or-the-proxy-agent-individually-run-the-following-commands-replacing-the-container-name-with-the-container-requiring-restart">To restart either the collector or the proxy agent individually, run the following commands, replacing the container name with the container requiring restart:</h3> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# docker restart appliance-agent<br>appliance-agent</pre> <p>Running "docker ps" after this command will show the agent being restarted</p> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# docker ps<br>CONTAINER ID IMAGE COMMAND CREATED STATUS PORTS NAMES<br>b6e8e5106144 kaseya/appliance-agent:stable.28.707b7d4 "dotnet ApplianceA..." 2 weeks ago Up 29 seconds appliance-agent<br>85bde26efa48 repo.unitrends.com/unitrends/repqueuer:10.5.1-1 "./repqueuer" 2 weeks ago Up 32 minutes repqueuer<br></pre> <h3 data-id="on-error-400-bad-request-uninstall-reinstall-agent-per-below">On error 400 Bad Request, uninstall/reinstall agent per below: </h3> <pre class="code codeBlock" spellcheck="false" tabindex="0">[root@UnitrendsMSP-608-800-50006 ~]# docker logs --tail 5 appliance-collector-unitrends<br>time="2019-04-16T16:21:58Z" level=error msg="400 Bad Request" time="2019-04-16T16:21:58Z" level=error msg="400 Bad Request"</pre> <p>Uninstall agent, remove appliance from Unitrends Backup Portal and re-add</p> <p>sudo /usr/utmsp/uninstall.sh</p> <p><a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/unitrends/hc/en-us/articles/360017205938" rel="undefined nofollow">Unitrends Backup Portal: Remove appliance</a></p> <p><a href="https://kaseya.vanillacommunities.com/kb/articles/aliases/unitrends/hc/en-us/articles/360013160337" rel="undefined nofollow">Unitrends Backup Portal: How to add a new Unitrends Asset</a></p> </article> </main>