Symptoms

You back up VMware ESXi, Red Hat Virtualization (oVirt), Virtuozzo Hybrid Infrastructure or Scale Computing HC3 virtual machines using corresponding Agent deployed as Virtual Appliance VM onto the hypervisor host.

Backup fails with error:

The backup has failed due to an unexpected machine reboot or a termination of the cyber protection agent process.

Example of full error log: click to expand

Error code: 20250702
Fields: {"$module":"mms_bundle_glxa64_26172"}
Message: The activity has failed due to a restart of the service.
------------------------
Error code: 20250829
Fields: {"$module":"mms_bundle_glxa64_26172"}
Message: The activity has failed due to an unexpected machine reboot or the backup process was terminated.

Cause

The typical root cause is insufficient RAM assigned to the Virtual Appliance VM.

In the future versions of the product, the amount of RAM assigned to the Virtual Appliance VM by default will be increased.

Solution

Increase RAM on the Virtual Appliance VM via corresponding hypervisor management UI to meet recommended values:

Hypervisor host RAM	Recommended Virtual Appliance RAM
64 GB or less	4 GB
Between 64 GB and 128 GB	8 GB
More than 128 GB	16 GB