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  {
    "title": "Troubleshoot Azure Backup failures caused by agent or extension issues",
    "content": "# Troubleshoot Azure Backup failures caused by agent or extension issues\n## Step-by-step guide to troubleshoot backup failures\n5. **Ensure the VSS writer service is up and running**: Follow these steps To [Troubleshoot VSS writer issues](https://learn.microsoft.com/en-us/azure/backup/backup-azure-vms-troubleshoot#extensionfailedvsswriterinbadstate---snapshot-operation-failed-because-vss-writers-were-in-a-bad-state).\n6. **Follow backup best practice guidelines**: Review the [best practices to enable Azure VM backup](https://learn.microsoft.com/en-us/azure/backup/backup-azure-vms-introduction#best-practices).\n7. **Review guidelines for encrypted disks**: If you're enabling backup for VMs with encrypted disk, ensure you've provided all the required permissions. To learn more, see [Back up and restore encrypted Azure VM](https://learn.microsoft.com/en-us/azure/backup/backup-azure-vms-encryption).\n## UserErrorGuestAgentStatusUnavailable - VM agent unable to communicate with Azure Backup\n**Error code**: UserErrorGuestAgentStatusUnavailable **Error message**: VM Agent unable to communicate with Azure Backup\nThe Azure VM agent might be stopped, outdated, in an inconsistent state, or not installed. These states prevent the Azure Backup service from triggering snapshots.\n1. **Open Azure portal > VM > Settings > Properties pane** > ensure VM **Status** is **Running** and **Agent status** is **Ready**. If the VM agent is stopped or is in an inconsistent state, restart the agent\n1.1. For Windows VMs, follow these steps to restart the Guest Agent.\n1.2. For Linux VMs, follow these steps to restart the Guest Agent.\n2. **Open Azure portal > VM > Settings > Extensions** > Ensure all extensions are in **provisioning succeeded** state. If not, follow these steps to resolve the issue.",
    "contentUrl": "https://learn.microsoft.com/en-us/azure/backup/backup-azure-troubleshoot-vm-backup-fails-snapshot-timeout#step-by-step-guide-to-troubleshoot-backup-failures"
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  {
    "title": "Troubleshoot Azure Windows VM Agent issues",
    "content": "# Troubleshoot Azure Windows VM Agent issues\n## Troubleshooting checklist\nFor any VM extension to be able to run, Azure VM Guest Agent must be installed and working successfully. If you see that Guest Agent is reported as **Not ready**, or if an extension is failing and returning an error message such as `VMAgentStatusCommunicationError`, follow these steps to begin troubleshooting Guest Agent.\n### Step 1: Check whether the VM is started\nTo verify that the VM is started, follow these steps:\n1. In the [Azure portal](https://portal.azure.com), search for and select **Virtual machines**.\n2. In the list of VMs, select the name of your Azure VM.\n3. In the navigation pane of your Azure VM, select **Overview**.\n4. If the VM isn't turned on already, locate the list of actions at the top of the **Overview** page, and then select the **Start** link.\nAlso, verify that the operating system (OS) is started and running successfully.\n### Step 2: Check whether Guest Agent is ready\nWhile you're still on the VM overview page of the Azure portal, select the **Properties** tab. If the **Agent status** field has a value of **Ready**, verify that the **Agent version** field value satisfies the [minimum supported version](https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/windows/support-extensions-agent-version). The following screenshot shows where you can find these fields.\nIf the Guest Agent status is **Ready** but you have an issue that involves a VM extension, see [Azure virtual machine extensions and features](https://learn.microsoft.com/en-us/azure/virtual-machines/extensions/overview) to review troubleshooting suggestions.\nIf the Guest Agent status is **Not ready** or blank, then either Guest Agent isn't installed or it isn't working correctly.\n### Step 3: Check whether the Guest Agent services are running\n1. [Use Remote Desktop Protocol (RDP) to connect to your VM](https://learn.microsoft.com/en-us/azure/virtual-machines/windows/connect-rdp).\n Note\n The Guest Agent isn't necessary for RDP connectivity to work successfully. If you experience issues that affect RDP connectivity to your VM, see [Troubleshoot Remote Desktop connections to an Azure virtual machine](https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/windows/troubleshoot-rdp-connection).\n2. On your VM, select **Start**, search for *services.msc*, and then select the **Services** app.\n3. In the **Services** window, select the **RdAgent** service.",
    "contentUrl": "https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/windows/windows-azure-guest-agent#troubleshooting-checklist"
  },
  {
    "title": "Troubleshoot Azure Windows VM Agent issues",
    "content": "# Troubleshoot Azure Windows VM Agent issues\n## Troubleshooting checklist\n4. Select the **Action** menu, and then select **Properties**.\n5. On the **General** tab of the **Properties** dialog box, make sure that the following conditions are true, and then select the **OK** or **Cancel** button:\n5.1. The **Startup type** drop-down list is set to **Automatic**.\n5.2. The **Service status** field has a value of **Running**.\n6. In the **Services** window, select the **WindowsAzureGuestAgent** service.\n7. Repeat steps 4 and 5.\nIf the services don't exist, the Guest Agent probably isn't installed. In this case, you can [manually install the Guest Agent](https://learn.microsoft.com/en-us/azure/virtual-machines/extensions/agent-windows#manual-installation). Before you do a manual installation, [check the installation prerequisites](https://learn.microsoft.com/en-us/azure/virtual-machines/extensions/agent-windows#prerequisites).\n### Step 4: Test WireServer connectivity\nTo run successfully, Guest Agent requires connectivity to the WireServer IP (host IP) address `168.63.129.16` on ports `80` and `32526`. For instructions about how to test connectivity to this IP address, see the [Troubleshoot connectivity](https://learn.microsoft.com/en-us/azure/virtual-network/what-is-ip-address-168-63-129-16#troubleshoot-connectivity) section of [What is IP address 168.63.129.16?](https://learn.microsoft.com/en-us/azure/virtual-network/what-is-ip-address-168-63-129-16)\nIf any of the tests in that section don't connect, check for issues that might cause any of the following components to block access to IP address `168.63.129.16`:\n1. A firewall\n2. A proxy\n3. An application\n### Step 5: Review log files\nCheck the following log locations for any notable errors:\n1. *C:\\WindowsAzure\\Logs\\WaAppAgent.log*\n2. *C:\\WindowsAzure\\Logs\\TransparentInstaller.log*\nCompare any errors that you find to the following common scenarios that can cause the Azure VM Agent to show a **Not ready** status or stop working as expected.",
    "contentUrl": "https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-machines/windows/windows-azure-guest-agent#troubleshooting-checklist"
  }
  // ...
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