Console Related

The File System Catalog job status does not appear under the Most Recent Jobs by Task and Recent Events sections in the right pane.
Symptom
Although the File System Catalog job is triggered and completes successfully, it does not appear in the Most Recent Jobs by Task and Recent Events sections in the right pane. This issue occurs on random servers.
Solution
As a workaround, restart the Agent service on RPS and Agent machine.
Arcserve UDP Management Service may go down due to the installation of Arcserve Backup 18.0 post UDP 8.1
Symptom
On the same server after upgrading to UDP 8.1, when you install Arcserve Backup 18.0, the Arcserve UDP Management Service may go down.
Solution
As a workaround, to manually start Arcserve UDP Management Service, follow these steps:

Open the Run window, type services.msc, and then click OK.
The Services window appears.
From the list of services, right-click Arcserve UDP Management Service, and then click Start.
The Arcserve UDP Management Service starts.
Log into UDP Console.

Logged out of Arcserve UDP Console automatically.
Symptom
When not in use for a long time, Arcserve UDP Console session expires and automatically logs out.
Solution
As a workaround, avoid leaving the session idle for days. If you leave the Console open for days, next time you may need to login twice.
The Plan count for SharedFolder as Destination is not updating.

Symptom

When you navigate to the Destination: SharedFolders under the Resources Tab, the plan count value is 0 and not updated.

Solution

No solution is currently available.

Arcserve UDP Local Agent node status displays error icon after installation.
Symptom
Arcserve UDP Local Agent node status on Console shows error icon after installation if Arcserve Backup is installed before on the node.
Solution
As a workaround, update the node.
The Console prompts to enter password again.
Symptom
The console UI prompts to enter the credentials for the second time.
Solution
As a workaround, you can either add the URL to the trusted sites of Internet Explorer or set the status as off for IE Enhanced Security Configuration.
The Filter option is not displayed in Node view.
Symptom
In the Nodes view if the screen width of the browser is less, the Filter combo box is not displayed for selecting the pre-defined filter and the Filter text box on the browser.
Solution
As a workaround, hide the right pane or enlarge the browser to see the Filter combo box and Filter text box.
When you use the Arcserve UDP Console to manage multiple sites, then to receive the email alerts ensure that the communication works on the same email server between the gateway servers in all sites and the Console works.
When the auto discovery is running, the VM information in the Hypervisor column keeps on changing.
Symptom
If two virtual machines, VM1 and VM2 with the same GUID are present in the ESXi hosts managed by different vCenters VC1 and VC2 respectively, then importing VM1 into the Console and VMs from the VC2 enables auto discovery to connect with VC1 first. This symptom detects the VM1 by GUID and the Hypervisor column is updated with the information of VC1. Later, the VC2 detects the VM2 by GUID, and the Hypervisor column is updated with the information of VC2.
Note: You cannot import both the VMs because the Console does not allow different nodes with same GUID.
Solution
If the two VMs have the same GUID, the Host-based Agentless backup may back up the wrong VM because Arcserve UDP uses GUID to identify a VM. To resolve the problem, you can manually change the GUID of one of the VMs. For details, see link.
Unable to log into the Arcserve UDP Console.
Symptom
After login, the Arcserve UDP Console displays the following message:
Identity Service is starting
Solution
Follow these steps to resolve the issue:

Open the Windows Service Console and restart Arcserve UDP Console Service and Arcserve UDP Management Service.
If the issue is not resolved, verify that the following directory is added into the Path environment variable:
UDP_HOME\Management\Bin\
If not added already, add manually and then restart the Arcserve UDP Identity Service.

Jumpstart job fails for multiple nodes.
Symptom
Jumpstart job fails for multiple nodes if one of the nodes has a replication job running.
Solution
You can either wait for that replication job to complete before submitting the Jumpstart job, or submit Jumpstart job for other nodes.
Unexpected NAT device setting is displayed on modifying the Replicate from a remotely-managed RPS task in the NAT environment.
Symptom
You can notice that the NAT device setting is redundant on the Replicate from a remotely-managed RPS task. When you need to modify the plan in the NAT environment, the plan contains the following tasks:

Task 1: Replicate from remote managed RPS. The NAT router is enabled and IP/port is set.
Task 2: Replicate to remote site is configured based on Task 1. The NAT device is enabled and IP/port is set.

You need to modify the plan and view Task 1 configuration. The option Server is behind NAT device is redundant, when the option Server is behind NAT router is configured. The replication job can succeed if the NAT router information is provided correctly.
Solution
Ignore the Server is behind NAT device field on the Replicate from a remotely-managed RPS task when you modify the redundant plan. Use the Server is behind NAT router field to ensure that the replication job is completed successfully.
When you browse files in the Restore wizard, the wizard takes more time than expected.
Symptom
If you have large numbers of files / folders in a single folder and you try to browse the folder from Arcserve UDP Agent UI, Console may time out and is unable to list out all files / folders.
Solution
As a workaround, use Mount To Recovery Point as local volumes and access the files from Windows Explorer instead.
Collecting diagnostic information from agent may fail at times while creating the new folder as the dialog for new folder is behind the main window of diagnostic information collections.
Symptom
The dialog for new folder is behind the main window of diagnostic information collections.
Solution
As a workaround, press F5 to refresh the Console and try again.
Cloud Bucket/Container creation fails.
Symptom
Cloud Bucket/Container creation may fail and the cause is recorded in the activity log through log files.
Solution
As a workaround, you can verify the log file for the exact issue using the following path:
For Amazon:
C:\Program Files\Arcserve\Unified Data Protection\Engine\Logs\Amazon-XXX.log
For Azure:
C:\Program Files\Arcserve\Unified Data Protection\Engine\Logs\Azure-XXX.log
Arcserve UDP Console crashes when the Console and Agent have version 6.5.

Symptom

If the Console or Agent is installed with v6.5, the Console or Agent configures the update from a staging server, and the server protocol is HTTPS, then the following issues occur:

On the Console home page, navigate to settings, Update Configuration, and click Test Connection button, the Console / Agent Web Service may crash.
Navigate to Help and click Check for Updates, the Console fails to verify the updates.
After the Update Job runs, the job may crash.

Solution

As a workaround, upgrade the Console or Agent to v6.5 Update 4.

Arcserve UDP Console does not support vCenter as host for Hypervisor Type ESX in Agent-based backup.

Symptom

When vCenter is selected as the host and ESX is selected as the Hypervisor type in the Specify Hypervisor dialog, Arcserve UDP Console does not support license activation in the Agent-based backup.

Solution

The issue occurs when for agent-based backups, license activation is performed on the sockets of hypervisor although the agents are deployed inside VMs. Even if the VM with an Agent inside later moves to another ESX, the Arcserve UDP Console continues to count the VM under the previous host until the Specify Hypervisor action is invoked again for that node.

To resolve the issue, we recommend to use only ESX Host, not vCenter when ESX is selected as the Hypervisor type.

Arcserve UDP Console displays the Upgrade Time Out error message.

Symptom

After upgrading the Arcserve UDP Console, the Upgrade Time Out error message appears in the Sites view that indicates errors during the automatic upgrade of gateway.

This issue occurs due to many reasons. For example, the network connectivity issue that fails the gateway to report the upgrade progress or the gateway fails to download the upgrade package.

Solution

As a workaround, right click on the site, and select Upgrade Gateway to launch the upgrade again manually, or log into the Gateway machine and restart the gateway service.

Arcserve UDP Console displays two license related duplicate error messages in the activity log.
Symptom
When the Console manages an agent-based node and if license failure occurs, then the Console prints the following duplicate error message twice in the activity log:
License failure. The required license for this node is Arcserve UDP v6.5 Standard Edition - Socket. For more information, navigate to Help->Activation and Licensing.
Solution
You can just ignore the duplicate message.
Arcserve UDP Console login fails when using Integrated Windows Authentication (IWA) credentials.
Symptom
If the Windows account and local account has the same account name and the Windows account is used as the domain account. Then, logging into Arcserve UDP Console is possible only when using the local account.
Solution
As a workaround, use one of the following solutions:

Remove the local account.
Assign the same roles to both the accounts: local account and Windows account.

The Existing Node Number field displays incorrect information.
Symptom
The Existing Node Number field available in the Node Discovery Configuration tab does not display the exact number of nodes discovered if different hostname formats are used for node discovery and for importing VMs.
Solution
As a workaround, use the same hostname formats for node discovery and importing VMs.
Unable to browse the backup session.
Symptom
If the administrator modifies password for Arcserve UDP Windows Agent or Proxy, then cannot browse the backup session.
Solution
Update the node using modified credentials. To modify the credentials in the Arcserve UDP Console or Standalone Agent, navigate to the following path mentioned below based on requirement:

For Arcserve UDP Console:
Navigate to Resources, All nodes, and select the related agent /proxy machine.
For Standalone Agent:
Navigate to Settings, Advanced, and select Administrator Account.

Unable to create new plan or modify existing plan to add or modify Replicate to a remotely-managed RPS task on On-Premise when existing on a lower version of Arcserve UDP Console.
Symptom
The issue occurs when the version of Remote Console is 7.0.x but the On-Premise Console is existing on 6.5 version, an error message appears when you create plan or modify existing plan to add or modify Replicate to a remotely-managed RPS task on On-Premise. The message displays: The version of Console is lower, please upgrade your console and try again.
Solution
Apply Patch P00001738 on On-Premise Console side for v6.5 Update 4, then plan can be saved.
After performing "Update vCenter/ESX" for one node under "resources > Nodes > vCenter/ESX Groups", the information does not get synced to the vCenter/ESX information of Virtual Standby Task and Assured Recovery Test Task in all Plans even though they use the same vCenter/ESX. The customers must manually modify the Tasks in the Plans.
After updating the vCenter/ESX information of Virtual Standby Task and Assured Recovery Test Task in a Plan, the vCenter/ESX node under "resources > Nodes > vCenter/ESX Groups" does not sync up the information automatically. Additionally, the vCenter/ESX information of Virtual Standby Task and Assured Recovery Test Task in all other Plans does not get synced up automatically even when they use the same vCenter/ESX. The customers must manually perform "Update vCenter/ESX" for the node under "resources > Nodes > vCenter/ESX Groups".