Virtual machines that run VMware 6.5 VMware tools and the Backup Exec Agent for Windows causes a quiesce error

Problem

This issue occurs if you use a virtual machine that has an older version of the VMware tools installed and then migrate to VMware 6.5. If you upgrade the VMware tools, both virtual GRT-enabled backups and agent backups for the virtual machine fail.

Error Message

0xe000959a - An attempt to take a snapshot of a virtual machine failed because it was unable to quiesce an application. A quiesced snapshot could not be created for the virtual machine…

Cause

If you use VMware 6.5 VMware tools and the Backup Exec Agent for Windows, Backup Exec does not remove the VMware VSS provider. However, it does disable the EnableVSS parameter in the file tools.conf located in the \ProgramData\VMWare\VMware Tools\tools.conf directory.

Solution

To resolve this issue, you must install Backup Exec 16 on virtual machines that already have VMware 6.5 VMware tools installed. If the virtual machine already uses VMware 6.5 VMware tools and runs an earlier version of Backup Exec, do one of the following:

• Remove and perform a fresh install of the Backup Exec Agent for Windows.
• Use Backup Exec 16 to perform a repair of the Backup Exec Agent for Windows.

Upgrading or updating the Backup Exec Agent for Windows will not resolve the problem.

Etrack : 3897725