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VMware Data Recovery 2.0 (Failed to create snapshot for WSUS, error -3960 ( cannot quiesce virtual machine)

Posted on 2012-04-12
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Last Modified: 2012-04-18
We have VMware Data Recovery 2.0 backing up about 40 virtual servers every night. And all of them work but three. The only way to get them to work is to shut them down and backup them up manually. We think there might be a service or something running causing it to fail.
The error is:
4/12/2012 10:31:48 AM: Failed to create snapshot for WSUS, error -3960 ( cannot quiesce virtual machine)
4/12/2012 10:31:51 AM: Task incomplete

Server1 Wsus server
MS Windows Server 2008 R2 (64Bit)

Server2 Microsoft file server
MS Windows Server 2008 R2 (64Bit)

Server3 MSSQL 2008 server
MS Windows Server 2008 (64Bit)
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Question by:CityInfoSys
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Expert Comment

by:Andrew Hancock (VMware vExpert / EE MVE)
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Un-install and Re-install VMware Tools (it make take as many as six times!)

1. Un-install VMware Tools.
2. Restart
3. Re-Install VMware Tools.
4. Restart
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dainjah earned 100 total points
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1) Do you have independent disks configured for these VMs?
If yes, you cannot take live snapshots from such VMs. The solution is either taking snapshots in powered off state or disabling independent disk mode.

2) Please refer to these KBs for troubleshooting quiesced snapshots problem:
http://kb.vmware.com/selfservice/search.do?cmd=displayKC&docType=kc&externalId=1028881&sliceId=1&docTypeID=DT_KB_1_1&dialogID=294356221&stateId=1%200%20296540321
http://kb.vmware.com/selfservice/search.do?cmd=displayKC&docType=kc&externalId=1031298&sliceId=1&docTypeID=DT_KB_1_1&dialogID=294356221&stateId=1%200%20296540321
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by:CityInfoSys
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Hanccocka, I tried Un-installing and Re-installing VMware Tools around eight times with restarts still not working.
Dainjah, We aren't using independent disks on any of the failing VMs.
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by:Andrew Hancock (VMware vExpert / EE MVE)
Andrew Hancock (VMware vExpert / EE MVE) earned 400 total points
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can you confirm the following, Create a Snapshot for the VM, wait 60 seconds and delete the snapshot.

when creating the snapshot, Tick Quiecse the Virtual Machine,

do you get the same error?

is this error on ALL VMs?

what Os?

Services hooked into VSS can also cause this failure.
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by:CityInfoSys
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The snapshot worked fine. All the error and OS info is on my first post.

I snapshot-ed this server.
Server1 Wsus server
MS Windows Server 2008 R2 (64Bit)
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by:Andrew Hancock (VMware vExpert / EE MVE)
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okay, please confirm if this is how you setup the Snapshot?

Snapshot
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by:CityInfoSys
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I checked both boxes.
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by:Andrew Hancock (VMware vExpert / EE MVE)
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please complete as in the screen shot. This is the Snapshot which VMware Data Recovery Manager tries to complete before the backup via the API. It will gives us information as to whether there are issues with the VSS driver in the VM.
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by:CityInfoSys
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Ok, following your screen shot the snap shot failed. I tried this on the same server as before.

The guest OS has reported an error during quiescing. The error code was: 5 The error message was: 'VssSyncStart' operation failed: IDispatch error #8449 (0x80042301)
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by:Andrew Hancock (VMware vExpert / EE MVE)
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okay so this confirms VSS issue in the guest, any other errors at time of snapshot.
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by:Andrew Hancock (VMware vExpert / EE MVE)
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have you tried the VMware KB workaround as stated in the links above?
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by:CityInfoSys
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It's working now it ended up being the Add or modify the row disk.enableUUID with the value FALSE worked. Will this have any effect on the backup?
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by:Andrew Hancock (VMware vExpert / EE MVE)
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this is a workaround. Should not affect backups.
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