Physical Agent backups fail after upgrading to vRanger 7.8.4 or 7.8.5. (4372679)

Physical Agent backups fail after upgrading to vRanger 7.8.4 or 7.8.5.

The vRanger Server and the Physical Agents were upgraded to versions 7.8.4 or 7.8.5.
In the Physical server, the VSS snapshot is not created when vRanger requests it.
New and Existing Backup Jobs are failing with any of the following behaviors:

Error 1: 
[DATE TIME]: An existing vRanger VSS snapshot was detected. The snapshot will now be removed.
[DATE TIME]: Creating snapshot failed.
[DATE TIME]: Error: Failed to remove a pre-existing vRanger VSS snapshot from the target machine.

Error 2:
[DATE TIME]: Creating snapshot failed.
[DATE TIME]: Error: Failed to create VSS snapshot on the target machine (CREATE_SNAP_SET_ERR).

Error 3:
The job just waits for 20 minutes and times out, at the 10 minute mark a retry is observed.
 

A Defect was identidied with the Physical Agents on version 7.8.4 and 7.8.5.
It has been identified with ID: VR-1478

This is currently being investigated by our Development team, this KB article will be updated in the future with an expected release date or version with the fix when available.

Workaround:
Downgrade the Physical Agent to version 7.8.3.

1. To downgrade, please download the Agent from the Attachments section in this article.
2. Using File Explorer, open the vRanger installation folder, the default path is: "C:\Program Files\Quest\vRanger"
3. Rename the existing vRangerPhysicalClient.exe file, for example, add a suffix like '-785' to easily identify it.
4. Paste the Agent version 7.8.3 file and rename it to the default file name.
5. In the vRanger UI | My Inventory | Physical tab | right-click a server and select "Reinstall Agent".

vRanger will uninstall the existing agent and push the installation of the vRangerPhysicalClient.exe file, which is now a 7.8.3 version.
Backup Jobs can be re-run afterwards and they are expected to execute correctly.

 

VR-1478

vRangerPhysicalClient-783