SCS KB 1053: Hyper-V Snapshot/Checkpoint error "Failed to process the call results."

Applies to:

Acronis SCS Cyber Backup 12.5 Hardened Edition

Acronis Cyber Backup 12.5

Acronis Cyber Protect 15

Use Case:

Backup failing due to "Failed to process the call results." error, alongside snapshot/checkpoint issues

Symptoms:

• error 0x8007: Failed to process the call results.
• error 0x53009a: Failed to process the call results.
• Failed to remove the virtual machine snapshot

Root Cause:

The host is in the same backup plan as VM(s) on this host.

Solution:

To avoid conflicts by snapshot creation, it is not recommended to back up physical host and virtual machines in the same backup plan on a permanent basis.

If the host does not exist in the same plan as the VM(s) and If all prerequisites are met but backup still fails with a snapshot-related error, test snapshot creation with the native Windows tools.

Hyper-V 2012 R2 or lower:

• Verify whether it is possible to successfully backup the VM using Windows Server Backup.
• To backup a VM with Windows Server Backup, run the following command in Command Prompt on Hyper-V Server:

wbadmin start backup -backuptarget:<location>: -hyperv:<VM_name>

• If backup with Windows Server backup fails, collect the output of Windows Server Backup operation as well as the diagnostic information described here and contact support.
• If backup with Windows Server is successful but backup operations in Acronis Cyber Backup still fails, collect the diagnostic information described here and contact support.

Hyper-V 2016 or higher:

• Verify whether it is possible to create a production checkpoint of this VM.
• In Hyper-V Manager open this VM settings, go to Management -> Checkpoints, and select Enable Checkpoints, then Production Checkpoints and unselect the checkbox Create standard checkpoints if it's not possible to create production checkpoint.
• After specifying these options, try to create a checkpoint of this virtual machine via Hyper-V Manager.

If creating a checkpoint fails:

• Investigate the issue with the VM by analyzing the Hyper-V logs in Windows Event Viewer. Acronis Backup relies on successful snapshot (checkpoint) creation for capturing data for backup.
• Make sure that Integration Tools are up to date: see Hyper-V integration components update for Windows virtual machines

If checkpoint is created successfully but backup still fails:

• Collect the diagnostic information described previously and reach out to support.