Return
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Title
Adding Agent to protection is timing out or failing credentials validation -
Description
When adding a system for protection, the wizard might display an error message after clicking the [Next] button on the screen where credentials were entered. This could happen when protecting a new system or re-adding a machine to protection. The error message looks similar to the following:Service Host Error: Service error while handling request
Network communication between the Core and the Agent can be confirmed by requesting the AgentID on a browser:
Call to service method https://localhost:8006/apprecovery/api/agent/metadata/summaryMetadata PUT failed: Service method call timed out after 00:05:00
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Service Host Error: Service error while handling request [POST https://localhost:8006/apprecovery/api/core/agents/validateAgentProtectionAbility]: Failed to connect to remote machine using provided credentials.
Request Uri: https://localhost:8006/apprecovery/api/core/agents/validateAgentProtectionAbility
Service: Replay.Core.Management.Agents.AgentsManagement
Method: ValidateAgentProtectionAbility
https://<AgentIP>:8006/apprecovery/api/agent/pair/connect/?useNtlmOnly=True -
Cause
Aside from invalid credentials, issue could be caused when the Windows system is verifying the VSS capabilities and there is an external disk plugged to the server. Disks with inappropriate sector size are unsupported by VSS causing the validation process to timeout or fail. -
Resolution
Disconnect any external disk from the system that is being added to protection and retry the process; storage devices might include USB thumbdrives, external drives connected to a RAID/SCSI/SATA controller, etc. If the device needs to be connected to the system, exclude them from VSS.
If the issue persist, follow the recommended steps listed with the error message:- Destination host name is incorrect or host is offline.
- Destination host is behind firewall or similar protection software, that prevents connection
- If you are trying to connect to Windows machine
- WMI service is not started or blocked by firewall
- If you are trying to connect to Linux machine
- SSH service is not started or blocked by firewall
- Provided SSH port is incorrect