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acronis - backups was deleted from vault

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hi,

I don't know what happend, but strangely 90% of the archives in the vault were deleted and also the FDB file was missing in the folder C:\ProgramData\Acronis\BackupAndRecovery\ASN\VaultMetadataDatabases
Do you know what can cause this issue?
The storage is QNAP turbo NAS version 3.8.1 Build 20121205 (RAID 5)

Thanks
Ido

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Hello IT Team,

Thank you for posting this question in our forum. I am happy to assist you. 

To identify the root cause, it is necessary to have more information about the environment:

  • What Build of Acronis Software you currently using on the affected system?
  • How is the backup plan defined? What are the retention rules?
  • What are the logs in Acronis Management Server showing? Warnings or Errors?
  • Is it possible that the deleted archives were already marked as ready for deletion?
  • Are the archives deleted physical or only in GUI of Acronis Management Console?

I look forward to your answers.

Thank you.

Hi Peter,
Thank you for your help.

1. Acronis Backup & Recovery 11 Management Server (build 11.0.017440) .

2. Full backup ones a week

3. --------------------
Log Entry Details
--------------------
Type: Error
Backup plan: [None]
Task: [None]
Managed entity type: [None]
Managed entity: [None]
Code: 2,555,912(0x270008)
Module: 39
Message:
Cannot index archive 'arl:/EC58A54C-7D98-4498-8030-098F775E4D4F/4CCC3215-D244-4C90-8210-04713D594885/C9C1DDF3-E338-4886-9FB8-CC054748B06B' because it is corrupted.
Additional info:
--------------------
Error code: 8
Module: 39
LineInfo: 2fd9b95053909fba
Fields: $module : storage_server_vsa64
Message: Cannot index archive 'arl:/EC58A54C-7D98-4498-8030-098F775E4D4F/4CCC3215-D244-4C90-8210-04713D594885/C9C1DDF3-E338-4886-9FB8-CC054748B06B' because it is corrupted.
--------------------
Error code: 1
Module: 64
LineInfo: 98130db273d2480
Fields: $module : storage_server_vsa64
Message: The archive is invalid or its type is unsupported.
--------------------
Error code: 9
Module: 64
LineInfo: 95962d9a14426d2d
Fields: $module : storage_server_vsa64
Message: Failed to find the backup.
--------------------
Error code: 9
Module: 64
LineInfo: 95962d9a14426d2d
Fields: $module : storage_server_vsa64
Message: Failed to find the backup.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/
Event code: 0x00270008+0x00400001+0x00400009+0x00400009

-------------------
FDB file was missing in the folder C:\ProgramData\Acronis\BackupAndRecovery\ASN\VaultMetadataDatabases
how it's possible?? how the file can be deleted?

3. Retention rules : On cleanup, delete the older than 30 days. if the backup has dependencies,wait until they because subject for deletion (movement). Apply retention rules:After backup,Validate:Never.

4. no, because of the retention rules.

5. the archives were deleted physical .

Thanks!
Ido.

Hello IT-Team,

Thank you for your reply.

I asked for the used version, as I could see the version 11.5 as well in your account. Is there a specific reason, why the Acronis Backup & Recovery 11.5 version is currently not used?

However, you can do following:

  1. Let our troubleshooting script run, to ensure that the Acronis Management Server databases are all in a valid status. See Acronis Backup & Recovery 11 and 11.5: Troubleshooting Script for Acronis Management Server. You can first run the script without any correction to see, if there is a problem or not.
  2. You can disconnect the vault (deny the question for cleanup of the data) and re-connect it again. If the vault is a deduplication storage, this operation might take long time. 

If this issue is solved, I recommend updating to version 11.5. See Acronis Backup & Recovery 11.5: Upgrading from Previous Editions.

If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.

If there is anything else we can do for you, please let me know.

Thank you.

Hi,

1. There was an error when I ran the script - I checked in the registry and there is no key "AmsDmlDbProtocol"

C:\prog\acronis>cscript /nologo ams.js
Checking number of unprocessed events
> OK
Checking event processing speed
> OK
Checking sync database size
> OK
Checking DML database size
> Checking whether DML database exceeds 2GB
> undefined
C:\prog\acronis\ams.js(11, 5) WshShell.RegRead: Unable to open registry key "HKL
M\SOFTWARE\Acronis\AMS\Settings\AmsDmlDbProtocol" for reading.

CScript Error: Execution of the Windows Script Host failed. (0x80020102)

2. I already did detach and attach because I wanted to start to backup again.
The result was that a new FDB file was created and the vault was almost empty (90 machines backup was deleted).
But it's important for me to know why this problem happened because I afraid that it will happen again.

3. I will consider updating to version 11.5 . There are new features? Or bug fixes?

4. I tried to create a system report.
It's hung on "processing, please wait" and after 10 mins this error appears
Code: 11,337,729(0xAD0001)
LineInfo: 0xF0CCA54483BE1F54;

Module: trueimg_remote_full_vs
Message: Failed to process the request.

Code: 11,403,267(0xAE0003)
LineInfo: 0x4A62D31A8B629384;

Module: trueimg_remote_full_vs
Message: Error: An underlying layer has disconnected from the peer.

in the event log -
Faulting application name: ManagementServer.exe, version: 11.0.0.17440, time stamp: 0x500500f1
Faulting module name: MSVCR80.dll, version: 8.0.50727.4940, time stamp: 0x4ca2b271
Exception code: 0x40000015
Fault offset: 0x000046b4
Faulting process id: 0x1970
Faulting application start time: 0x01ce379540adc94f
Faulting application path: C:\Program Files (x86)\Acronis\AMS\ManagementServer.exe
Faulting module path: C:\Windows\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.4940_none_d08cc06a442b34fc\MSVCR80.dll
Report Id: d54de0e8-a5bf-11e2-9f0d-00155db9df17

Hello IT-Team,

Thank you for your reply.

Please see this post with latest information about Update 1 for Acronis Backup & Recovery 11.5. This version contains many fixes and new features. 

In order to let the script run without this message, please

  1. Open the Windows registry (Win+R -> regedit -> Enter);
  2. Navigate to the Key: HKLM\SOFTWARE\Acronis\AMS\Settings
  3. Create a new string with the
    name: AmsDmlDbProtocol and
    value: filteredv1://C:\ProgramData\Acronis\AMS\dml_objects.db3
  4. Restart the troubleshooting script.

If you need additional assistance, please create a system report of the affected machine and contact support. You will find all available support options in our Customer handbook.

If there is anything else we can do for you, please let me know.

Thank you.

hi,

1. I ran the script and there is an error "WARNING: The size of 1938MB exceeds critical value. You may experience perform
ance issues". should I choose "yes" to fix the problem?

C:\prog\acronis>cscript /nologo ams.js
Checking number of unprocessed events
> OK
Checking event processing speed
> OK
Checking sync database size
> OK
Checking DML database size
> WARNING: The size of 1938MB exceeds critical value. You may experience perform
ance issues.
> Fix the problem? (Y(es)/N(no)): n
> Ignoring the problem
Checking recent errors
> WARNING: There are '615' error(s) in AMS log for past week.
Checking withdrawn machines
0
> WARNING: There are 1 withdrawn machines in AMS database: XXXXX(Agent)
Checking orphan machines
> OK
Checking orphan instance aspects
> OK

2. I wrote in the post that I can't create a system report . can you help me please to solve the problem or I need to contact support?

Thanks
Ido

Hi IT Team,

Thank you for your reply.

  1. Please chose 'yes' to fix this.
  2. If the creation of system report fails in Windows, you may find more problems on the machine. Please check the application log (eventvwr.exe) for warnings and errors. Also check if you can clear the Windows logs (delete very old entries) to make the system report creation faster. 

    You also can use the Acronis Info Utility. At the bottom of the article you will find all information, that is gathered. As a very last option, you can collect all information manually or use the switches to find the component, that fails during collecting the information.

If there is anything else we can do for you, please let me know.

Thank you.