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Troubleshooting
Problem
AZURE VM Backup fails due to inability to communicate with the VM agent
Symptom
AZURE VM Backup fails with the following:
Could not communicate with the VM agent for snapshot status - Snapshot VM sub task timed out
"Sev: Critical | Alert: Backup Failure | Backip Items: “Server Name” | Description: Could not communicate with the VM agent for snapshot status | Recommended Action(s): Please retry the backup operation. If the issue repeats, follow the instructions at: http://go.microsoft.com/fwlink/?LinkId=800034 | Time: October 10, 2024 12:07 UTC | Vault: “Vault Name"
Cause
Corruption or missing VM Agent on VM
Environment
AZURE VM
Diagnosing The Problem
First make sure the issue is not addressed in the following document below:
Troubleshoot Azure Backup failures caused by agent or extension issues
https://learn.microsoft.com/en-us/azure/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout
Next if the above article does not apply, please proceed with the following:
Check the following and compare to a VM where backups are succeeding.
C:\Packages\Plugins\Microsoft.Azure.RecoveryServices.VMSnapshot found that required metadata and other files were removed.
Checking the following registry keys and values to see if they are not set to false
- REG ADD "HKLM\SOFTWARE\Microsoft\BcdrAgent IsProviderInstalled
- HKLM\SOFTWARE\Microsoft\BcdrAgentPersistentKeys IsCommonProviderInstalled
Resolving The Problem
If contents appear incorrect or missing in C:\Packages\Plugins\Microsoft.Azure.RecoveryServices.VMSnapshot
- Rename the Folder "Microsoft.Azure.RecoveryServices.VMSnapshot"
- Copy the "Microsoft.Azure.RecoveryServices.VMSnapshot" folder from a working VM
Note: If the contents Microsoft.Azure.RecoveryServices.VMSnapshot appear fine, you may simply proceed to the next section without the need to copy.
Note: Always consider backup the registry key before making changes
Next Run registry key command one by one from an elevated CMD prompt
- REG ADD "HKLM\SOFTWARE\Microsoft\BcdrAgent" /v IsProviderInstalled /t REG_SZ /d False /f
- REG ADD "HKLM\SOFTWARE\Microsoft\BcdrAgentPersistentKeys" /v IsCommonProviderInstalled /t REG_SZ /d False /f
Once the values are set to false, then perform the following:
- Restart Windows Azure guest agent service
- Trigger Backup in Azure Portal (Open VM --> Backup --> Backup Now)
Related Information
Document Location
Worldwide
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Document Information
Modified date:
15 July 2025
UID
ibm17239567
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