## Error message

Message logs in the Management Console of the cloud failover appliance (CFA) show the following DR image backup error:

DR Image Backup Failure: Failed to create SuperAgent remote proxy


## Error description

The error refers to miscommunication between the backup agent installed on the client and the associated CFA.

It can show after updating the backup agent, that is when the previous backup service had not stop before the new one started.

## Steps to resolve

Tip

If the error relates to a VM client, perform the steps for the associated host.

### Uninstall backup agent and install it again

1. Stop all Infrascale services running on the client:

• Infrascale Backup and Restore Agent (64-bit)

• Infrascale Installation Client

• Infrascale Remote Management

Tip

If a service got stuck in the Stopping state, this indicates possible issues with the operating system. Restart the client and try stopping the service again.
2. Uninstall all Infrascale software from the client.

3. Make sure the following folders were deleted, or delete them manually:

• C:\Program Files\Infrascale

• C:\Program Files\RVX-Backup

• C:\Program Files (x86)\Infrascale

• C:\Program Files (x86)\RVX-Backup

5. Run the installer and follow the on-screen instructions to install the latest version of the backup agent.

6. Restart the client, and then check if all Infrascale services you stopped earlier are running again on the client.

### Change client operating system

1. In the CFA Management Console, go to ClientsEdit.

2. Select the client with the error.

3. In the General group, change the operating system to any other.

4. Click Apply to save changes, and then click Activate Configuration on the upper right.

5. Change the operating system back again.

6. Click Apply, and then click Activate Configuration again.