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Rapid Recovery Product Notification

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Critical Alerts

As communicated on Wednesday August 14, an issue was identified pertaining to Rapid Recovery 6.2.0 and later Windows agent upgrade. The issue may cause backups to be invalid after upgrade. This notification supersedes the August 14 email and contains a link to an updated Knowledge Base article and script. If you have already contacted support regarding this notification and your issue has been resolved, there is no need to contact support again. 

As a reminder, here is a knowledge base article which describes the issue and the known workaround.

How does this affect me?

If you are using Rapid Recovery with the Windows agent and have upgraded your Windows agent from version 6.1.3 or older to version 6.2.0 or newer, this issue may impact you.

This issue doesn't affect:

  • Agentlessly protected Hyper-V or VMware virtual machines
  • Machines protected with the Linux agent
  • Machines protected with a fresh install of the Windows agent

During the upgrade process, a log file of changes is converted into a bitmap. If the log file was larger than 1MB it was not fully converted. This leads to the next incremental backup being incomplete.  Since the incremental backups form a chain, future incremental backups will also be incomplete until the same areas on the protected volume change or a base image is taken.

NOTE: It's difficult to determine whether you are vulnerable to this problem based on the size of the backups. The size of the backup image is not directly related to the size of the log file.

To determine whether you are affected by this issue, we've created a diagnostic script. Download this script from the following knowledge base article and run for all potentially impacted agents. Detailed instructions are at the top of the script. 

The script will test three recovery points: the last recovery point that was taken with a pre-6.2 agent, the first one taken with 6.2.0, 6.2.1 or 6.3.0 agent, and the most recent recovery point.

Workaround

If you have upgraded some agents to one of the affected versions, we advise to run the script described above.  After you've run the script, follow these steps depending on the results: 

  • If none of the recovery points are damaged, you do not have this issue.
  • If any of the recovery points shows an error, then identify the recovery point chain of failing recovery points and remove them.
  • If the chain of failing recovery points includes the last recovery point, take a base image.

If you are considering upgrading to one of the affected versions, we advise these steps to avoid the issue:

  • Take an incremental backup immediately before upgrading the Rapid Recovery agent to version 6.3.0 or 6.2.1,
  • Upgrade the agent, rebooting immediately when prompted

Status

Please review the knowledge base article for further details on this issue.

We apologize for any inconvenience this issue may have caused and we are working quickly to correct it.

Thank You,

The Rapid Recovery Team