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 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

Note: For any of these modes of installation or uninstallation, you can put the agent in debug or trace mode by setting the following registry value to true: HKLM\SOFTWARE\Rackspace\CloudBackup\Debug. The log file name for the installer is located in the %TMP% folder, and the name is similar to driveclient-2.27.009073-en-us.msi.install.log for the installer and driveclient-2.27.009073-en-us.msi.uninstall.log for the uninstaller.

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 to start the interactive installation process. Follow the wizard instructions to complete the installation and configuration.

Read and accept the terms of the End-User License Agreement.
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. If you use the API Key option as a non-administrator, the installation fails.

Enter the User ID and the API Key or Password, depending on which option you choose. Click Next.
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 data center for that server (typically IAD). Click Next.

Note: It is possible to install Rackspace Cloud Backup on non-Rackspace assets, as long as the server has access to the public Internet, and the Cloud Backup agent supports the operating system. These kinds of assets might include servers that run on other clouds, such as AWS EC2, Azure®, or Google®. They might also include personal laptops, desktops, or servers running in your own company’s data center. For any asset outside of Rackspace infrastructure, you must use the dedicated flavor when registering the agent.
Click OK when you see the SUCCESS! message.
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 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#

Verify that the installation performed the following actions:

Created the %programfiles%\driveclient path.

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

Created the %programdata%\driveclient path.

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>",
    "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.

Note: For ApiHostName for API servers in the US, use api.drivesrvr.com for the value of <api drivesrvr>. For ApiHostName for API servers in the UK, use api.drivesrvr.co.uk for the value of <api drivesrvr>.

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

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.

Agent file locations on Windows#

Finding the driveclient files under various flavors of Windows is a little complicated. In general, you can find these files under the folder to which CSIDL_COMMON_APPDATA points.

For more information about this location on Windows versions starting with Vista, see KNOWNFOLDERID.
For more information about this location on earlier versions of Windows, see CSIDL.

In a typical installation, the files are located in the following folders:

Configuration files: %ProgramData%\Driveclient
Logs: %ProgramData%\Driveclient\logs (This value might be different on your server, depending on your settings in the log4cxx.xml file under Configuration files.)
Application: %ProgramFiles%\Driveclient
Database: Search for a *.db file under %ProgramData%\Driveclient.

Troubleshooting installs, upgrades, and uninstalls#

Note: The silent installation method fails without a clear error message if you run it 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. If you need to call the Support team, TRACE logging helps 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 edit the log4cxx.xml file directly.

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 statuses, see Cloud Backup Troubleshooting.

Uninstall Cloud Backup agent on Windows#

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

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 MSI version must match the version of your currently installed agent, or the uninstall fails. Your current agent version displays 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, you can delete these files and folders.

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 using the following steps:

Log in to the Cloud Control Panel.
In the top navigation bar, click Select a Product > Rackspace Cloud.
Select Backups.
Select your backup system.

The version number appears under System Details. If your version is higher than 1.18, see the previous section for instructions about 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