Troubleshoot Issues With Backup Software Applications

Products

• Carbon Black Cloud Endpoint Standard

Issue/Introduction

Carbon Black Cloud Sensor causes a backup job to fail

Environment

• Carbon Black Cloud Windows Sensor: All Supported Versions
• Microsoft Windows: All Supported Versions

Resolution

• Verify the integrity of the system:

1. Verify the Application and System logs of the impacted systems are free of [Disk Failures, Device Disconnections / Time Outs, Performance Issues, Permission Issues]
2. Verify system has appropriate amount of resources [CPU, Memory, Disk Space] as outlined by vendor
   • For instance, MS DPM requires enough space for a full copy of a protected volume

• Put the sensor in bypass and attempt the same failed backup procedure:

1. If the issue persists with the sensor in bypass then the sensor is likely not at fault
2. The sensor can be removed to fully validate this.

Note :  A reinstall of the sensor will incur background scan time penalties

• If the backup procedure was successful with sensor removed or in bypass:

1. Verify the sensor is up-to-date and using the latest available sensor
2. If you are running another AV or DLP application ensure exclusions have been created within those applications for Carbon Black Cloud Sensor
3. Verify those AV or DLP applications have been excluded within your policy in the Carbon Black Cloud Console
4. Create a separate test policy for the impacted systems and within this policy:
   1. Verify vendor recommended exclusions have been implemented for:
      • Processes / Drivers
      • Program file locations
      • DB locations
      • Log locations
      • Network storage locations
      • To avoid potential Ransomware alerts / blocks based on Canary file modification ensure exclusions for the backup process
   2. Evaluate disabling the following Carbon Black Cloud Settings in a stair-step approach based on your security posture: [Hash MD5, Scan Files On Network Drives, Scan Execute on Network Drives, Delay Execute For Cloud Scan]

Additional Information

External Vendor Resources:

• MS DPM:https://docs.microsoft.com/en-us/previous-versions/system-center/system-center-2012-R2/hh757911(v=sc.12)
• Commvault:http://documentation.commvault.com/commvault/v11/article?p=8665.htm
• Veeam: https://www.veeam.com/kb1999
• Actifio:  http://docs.actifio.com/9.0/PDFs/Hosts.pdf