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Title
Core does not auto resume protection after pausing it for X amount of time. -
Description
After pausing protection for X amount of time, Core will resume protection, however on the next license portal contact the protection will be paused again.
Events journal:"The snapshots for 'AgentName' have been paused on the license portal. To continue backing up this machine, please resume snapshots on the 'Machines' tab or log into the license portal." alert appears and snapshot is missed.
Server side logs:INFO 2020-03-26T10:55:14 [873] - Events.Licensing.AgentLicenseDeactivatedEvent (RequestUri=https://localhost:8006/apprecovery/api/core/license/phoneHome/force ClientAddress=::1:50364 Service=Replay.Core.Management.Licensing.LicenseManagement Method=ForcePhoneHome)The snapshots for 'AgentName' have been paused on the license portal. To continue backing up this machine, please resume snapshots on the 'Machines' tab or log into the license portal. -
Cause
This has been identified as product defect RR-108598
The defect RR-108598, will be evaluated by our Product team for inclusion in a future release.
A list of “Resolved Issues” is published in the product Release Notes accompanying new releases that can be referenced to identify if a fix for this defect has been implemented. Product Release Notes are available in the “release notes and guides” area of our Support Portal at https://support.quest.com
For more information on our Product Enhancements and Defects policy, see details published in our Global Support Guide available on the Support Portal. -
Resolution
Work Around 1:
- Manually resume protection of the machines from the core console or from the license portal
Work Around 2:
- Patches are available for the following builds. Download the appropriate patch and apply to Target Core(s) per KB How to apply updates to product software:
- Rapid Recovery 6.2.1, P-2508.msi
- Rapid Recovery 6.3.0, P-2573.msi
- Rapid Recovery 6.4.0, P-2576.msi
- If you have any questions or need assistance with a patch, please contact Support via Chat or by Service Request.
Patch Disclaimer:
- Patches are provided as is for the specific build listed.
- Active support is required to download a patch. If not already logged in @ https://support.quest.com, you will be prompted to do so before you may download.
- If you have an existing patch, open a service request with Support, to request a cumulative patch. Otherwise the previous patch will be over written.
- Follow best practice to install MSI patches per KB How to apply updates to product software.
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Defect ID
RR-108598