PROBLEM
- Backups are reported as failed by Kaseya - "Backup process was interrupted and did not complete" - but Acronis log on the agent side (c:\koworking\volBackupLog.XML or folderBackupLog.XML) shows that backup completed normally
- The Kaseya Agent service log (usually C:\Program Files (x86)\Kaseya\<serverID>\agentmon.log) contains the below error message at the time the backup ran
2015/05/04 22:18:06.313 [3eec]: WMI WQL "SELECT Name, ProcessId FROM Win32_Process where Name="kaseyabackupcmd.exe"" failed with error 0x80041013.
- When running msinfo32.exe tool in Windows, it intermittently failed to list data including running tasks
- The problem was temporarily resolved by restarting WMI service in Windows
CAUSE
The error message comes from WMI, a Windows operating system component for which Kaseya agent has a dependency. The problem was found to be caused by a 3rd party network device flooding the WMI database with queries.
RESOLUTION
After stopping the 3rd party queries, the problem was resolved.
This Microsoft Technet thread has steps to trace incoming queries to WMI. This can be used to track down the source of the problem.
Further investigation
As WMI is a Windows operating system component, Kaseya cannot provide in-depth troubleshooting steps. Use Microsoft support resources to investigate further.
APPLIES TO
Kaseya VSA (Backup module) - all versions