Install the Cloud Backup agent on Windows

  • Last updated on: 2016-07-12
  • Authored by: Megan Meza

This article describes how to install the Rackspace Cloud Backup agent on your Windows server. If you are using a Linux server, see Install the Cloud Backup Agent (Linux) for the parallel instructions.

To update the agent, see the instructions in Update the Rackspace Cloud Backup Agent.

Requirements

A new agent installation disconnects any previous registrations from that server. You must do a backup migration in order to re-associate the backup data from a disconnected registration. However, the old registration with its backup data remains attached to the customer account until it is deleted.

Note: The Rackspace Cloud Backup agent requires .NET 4.0 or higher.

Download the installer

Determine whether your Windows server architecture is 64-bit or 32-bit, and download the latest MSI installation file for that architecture from http://agentrepo.drivesrvr.com/.

Installation

You can choose one of the following methods of installation:

  • Interactive
  • Silent
  • Update agent

Interactive installation

Use the Windows package installer (msiexec.exe) to install the Cloud Backup agent in interactive mode. This command launches the Cloud Backup Setup Wizard. Enter this code at the Windows command line to begin interactive installation:

msiexec /i driveclient-1.18.007148-en-us.msi

You can also double-click on the MSI in order to start the interactive installation process. Follow the wizard instructions to complete the installation and configuration.

  1. Read and accept the terms of the End-User License Agreement.

  2. Start the Client Registration process by selecting the API Key or Password option. (For information about viewing your Rackspace API key, see View and reset your API key.)

    To use the API Key option, you must install the Cloud Backup agent as the administrator account of your cloud server. Attempting to use the API Key option as a non-administrator will result in installation failure.

    Enter the User ID and the API Key or Password, depending on which option you choose. Click Next.

  3. Select the Datacenter and Flavor for your server.

    If you are not sure which data center or flavor to select, accept the option that the installer chose for you. Doing so is almost always the correct action to take. An exception would be the case of an OnMetal server. In this case, you would need to look up the datacenter for that server (typically IAD). Click Next.

  4. Click OK when you see the SUCCESS! message.

  5. Click Finish to complete the interactive installation.

See the Test Windows installation or update section below for the verification steps to test the installation.

Silent installation

See Rackspace Cloud Backup - Install the agent on Windows by using silent installation to learn how to perform a silent installation.

Note: The silent installation works only when you run it from the administrator account of the server.

Update Cloud Backup agent on Windows

For instructions to update the agent on Windows, see Update the Rackspace Cloud Backup Agent.

Test the Windows installation or update

If you performed the silent or interactive installation, test the installation. If you performed the updated installation, test the update.

Verify that installation performed the following actions:

  1. Created the %programfiles%\driveclient path.

  2. Placed files in the Program Files\driveclient directory:

    C:\Program Files\Driveclient>dir
     Volume in drive C is System
     Volume Serial Number is 9A20-F50E
    
     Directory of C:\Program Files\Driveclient
    
    07/11/2016  03:39 PM    <DIR>          .
    07/11/2016  03:39 PM    <DIR>          ..
    09/22/2014  07:24 PM            15,226 3rd-party-licenses.zip
    06/17/2016  03:54 PM           386,560 AgentConfig.exe
    06/17/2016  03:54 PM           551,936 AgentReg.exe
    06/15/2016  04:34 PM        10,170,368 driveclient.exe
    11/28/2012  11:27 AM         1,693,696 icudt42.dll
    11/28/2012  11:27 AM         1,289,216 icuuc42.dll
    11/28/2012  11:27 AM         2,845,696 icuuc42d.dll
    04/20/2015  02:51 PM            35,840 librsync.dll
    06/01/2016  01:28 PM           827,728 msvcr100.dll
    06/17/2016  03:54 PM            32,256 UpdateSvc.exe
                 10 File(s)     17,848,522 bytes
                  2 Dir(s)   6,455,734,272 bytes free
    
  3. Created the %programdata%\driveclient path.

  4. Placed bootstrap.json in the %programdata%\driveclient path, which looks as follows.

    { 
        "AccountId" : “<your account ID>",
        "AgentFingerprint" : “<your encoded agent fingerprint ID>",
        "AgentFingerprintPlainText" : “<your plaintext agent fingerprint ID>",
        "AgentId" : <your machine agent ID>,
        "AgentIdV2" : "",
        "AgentKey" : “<your agent key>",
        "ApiHostName" : "api.drivesrvr.com",
        "ApiVersion" : 0,
        "IsRegistered" : true,
        "ProjectId" : "",
        "RsaKeyPair" : “<your RSA key-pair>”,
        "Username" : “<your account user name>",
        "VolumePasswords" : {
        }
    }
    

    Replace values in brackets with values that match your installation. The parameter provided with /type=install should be visible in the bootstrap.json file.

  5. Created a DriveClient service and an UpgradeRcbuSvc service:

    C:\ProgramData\Driveclient>sc query driveclient
    
    SERVICE_NAME: driveclient
            TYPE               : 10  WIN32_OWN_PROCESS
            STATE              : 4  RUNNING
                                    (STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
            WIN32_EXIT_CODE    : 0  (0x0)
            SERVICE_EXIT_CODE  : 0  (0x0)
            CHECKPOINT         : 0x0
            WAIT_HINT          : 0x0
    
    C:\ProgramData\Driveclient>sc query upgradercbusvc
    
    SERVICE_NAME: upgradercbusvc
            TYPE               : 10  WIN32_OWN_PROCESS
            STATE              : 4  RUNNING
                                    (STOPPABLE, NOT_PAUSABLE, ACCEPTS_SHUTDOWN)
            WIN32_EXIT_CODE    : 0  (0x0)
            SERVICE_EXIT_CODE  : 0  (0x0)
            CHECKPOINT         : 0x0
            WAIT_HINT          : 0x0
    
  6. Created the entry driveclient.exe in Control Panel > Programs > Programs and Features.

Test the Windows update

Run the following command from the command line:

reg export "hkey_local_machine\software\rackspace\cloudbackup" deleteme.txt & type deleteme.txt | findstr /i version & del deleteme.txt

Note the Product Version number.

Run the following command from the command line:

powershell -command "& { (New-Object Net.WebClient).DownloadFile('http://agentrepo.drivesrvr.com/version.txt', 'deleteme.txt') }" & type deleteme.txt & del deleteme.txt

View the version number and make sure that it matches the Product Version number in the registry.

Troubleshooting installs, upgrades, and uninstalls

Note: The silent installation method will fail without a clear error message if it is run as a non-administrator. If the silent installation fails, run the interactive installation.

If the Cloud Backup agent installation is unsuccessful, look at the Windows Event log for any errors, or look at the msiexec installation log for diagnostics regarding an unsuccessful installation.

For details about an agent that fails to register or fails to start on installation, look at C:\ProgramData\Driveclient\log\driveclient.log.

We recommend that you enable TRACE logging as part of the troubleshooting process. Should you need to call the Support team, TRACE logging will help them identify the problem. For more information about TRACE logging, see Cloud Backup agent logging basics.

If the agent fails to start up, due to registration failure, for example, the most effective log setting is to directly edit the log4cxx.xml file .

A Cloud Backup connection error indicates that the agent is not running on your server. In this case, verify that your firewall isn’t blocking outgoing connections on port 443.

Backup statuses - Skipped, Missed, Errored, and Failed

The backup statuses are defined below:

  • Skipped: The backup job was skipped because a backup job was already queued. A single backup job can be queued only once.
  • Missed: The backup job was missed because the agent did not respond. The agent was likely offline.
  • Errored: An error occurred during the backup. The backup job did run, but it needs to be investigated.
  • Failed: A serious problem occurred, and the backup job did not run.

To troubleshoot these error status, see Cloud Backup Troubleshooting.

Uninstall Cloud Backup agent on Windows

To uninstall the Cloud Backup agent, the preferred method is to use Add/Remove Programs in the Windows Control Panel. However, in cases where the Rackspace Cloud Backup entry does not exist there, you use the command line to uninstall.

msiexec /x driveclient-latest.msi /qb /l*v %tmp%\uninstall.log

Note: If the agent installed on your server is not the latest agent, you can download the corresponding old MSI file to use it to uninstall the outdated agent. The version of the MSI must match the version of your currently installed agent or the uninstall fails. Your current agent version is displayed as Agent Version: on the Backups System Details page. You can find and download the MSI for this version at http://agentrepo.drivesrvr.com/win64/old_msi/.

The following changes should occur:

  • The %programdata%\driveclient path contains files and folders that you can use to reinstall the agent without re-registering, if desired. If you are sure that you will not reinstall the agent, these files and folders may be deleted.

    C:\>dir %programdata%\driveclient
    Volume in drive C is System
    Volume Serial Number is 9A20-F50E
    
    Directory of C:\ProgramData\driveclient
    
    06/17/2016  04:00 PM    <DIR>          .
    06/17/2016  04:00 PM    <DIR>          ..
    05/27/2016  02:16 PM                 0 backup-running.lock
    06/17/2016  03:54 PM             3,720 bootstrap.json
    04/01/2016  07:25 PM             3,801 bootstrap.json.20160426102748
    04/01/2016  07:25 PM    <DIR>          log
    06/17/2016  03:58 PM               827 log4cxx.xml
    05/27/2016  02:16 PM    <DIR>          MossoCloudFS_ede95edd-78f8-4097-82de-5dfa7941b7c7
    06/17/2016  03:54 PM               451 public-key.pem
    05/27/2016  02:19 PM               305 rse-client-state.json
    05/27/2016  02:16 PM    <DIR>          vss
                  10 File(s)         23,984 bytes
                   5 Dir(s)   6,035,111,936 bytes free
    
  • No driveclient.exe entry exists in Control Panel > Programs and Features.

  • No DriveClientSvc service is installed.

    C:\>sc query driveclient
    [SC] EnumQueryServicesStatus:OpenService FAILED 1060:
        
    The specified service does not exist as an installed service.              
    

Uninstall the agent from older versions of Windows

Note: Complete the following steps ONLY if uninstalling the agent from Window’s agent version 1.18 or lower. You can check your agent version by logging into your Cloud Control Panel, clicking on the “Backup” tab, and selecting your backup system. The version number is listed under System Details. If your version is higher than 1.18, see the previous section for instructions on how to uninstall.

To proceed for versions 1.18 or lower, run %programfiles%\driveclient\uninst.exe.

The following changes should occur:

  • The path %programfiles%\driveclient contains a single file: install.log

    C:>dir %programfiles%\driveclient /a-d Volume in drive C is OS Volume Serial Number is EE4C-78FC Directory of C:\Program Files\driveclient 10/05/2011 01:29 PM 607,013 install.log 1 File(s) 607,013 bytes 2 Dir(s) 449,805,914,112 bytes free

  • The %programdata%\driveclient path does not exist.

    C:>dir “%programdata%\driveclient” Volume in drive C is OS Volume Serial Number is EE4C-78FC

    Directory of C:\ProgramData

    File Not Found

  • No driveclient.exe entry exists in Control Panel > Programs and Features.

  • No DriveClientSvc service is installed.

  • There should be no scheduled tasks to “check for driveclient update”.

    C:\>sc query driveclientsvc
    [SC] EnumQueryServicesStatus:OpenService FAILED 1060:
    
    The specified service does not exist as an installed service.
    

Next steps: Create a backup

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