A push install of the remote agent fails with: "Error connecting to the remote computer. Ensure that the computer is available, has WMI enabled and is not blocked by a firewall"

  • Article ID:100007707
  • Last Published:
  • Product(s):Backup Exec

Problem

Push install of the Backup Exec Remote Agent to a Remote Windows Server fails with error: "Error connecting to the remote computer. Ensure that the computer is available, has WMI enabled and is not blocked by a firewall"

Error Message

Error connecting to the remote computer. Ensure that the computer is available, has WMI enabled, and is not blocked by a firewall.

Please refer "C:\ProgramData\Veritas\Backup Exec\Logs\RAWSINSTXX.HTM" on the remote server and

"C:\ProgramData\Veritas\Backup Exec\PushLogs\Remoteserver_name_Push.log" in the Backup Exec server for more detailed error codes or messages.

Solution

Solution 1: NDMP using different ports on media server and remote server  (Applicable when remote agent is already installed on remote server and push update fails)

NDMP (Network Data Management Protocol) is the protocol used by Backup Exec Remote Agent.

  1. NDMP by default runs on port 10000.
  2. If the media server is running on port 10000 and if the remote server has NDMP running on any port other than 10000, then this can also cause the failure.
  3. To check which port NDMP is using, follow the article: www.veritas.com/docs/000025898
  4. If there is no entry in the services file (located at C:\Windows\System32\Drivers\etc) for NDMP, means its using the default port 10000.
  5. If the ports are different on both, the media server and remote server, then make them use the same port and then try the push installation again.

Note: Avoid changing NDMP port on media server, if media server have many other working Remote Agents on port 10000 then all will drop the connection immediately after the NDMP port on media server changed. 


Solution 2: Remote Registry Service

On the remote server, check the Windows Services and verify the Remote Registry Service is running.
 

If detailed error codes or messages are seen in the install logs mentioned above, please use those to search here for accurate solution.

Workaround :  Manually install the remote agent

  1. Copy the RAWS32/RAWS64 (from X:\Program Files\Symantec\Backup Exec\Agents) and the MSXML folders on the particular remote server where you want to install Remote Agent.
  2. On the remote server, run setup.exe from the RAWS32/RAWS64 folder and complete the install.
  3. Make sure to enable "Publishing" on the remote agent. For that launch Remote Agent Utility from Programs list or double click on the Remote Agent icon in the system tray.

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