Agent Install Failure

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Posts: 1
Comments: 1

Windows 10 PC. 64bit. 

I am unable to register the agent.   The install hangs at 96% and when trying to register is locks up.  This lock up causes the internet on the entire PC to crash.  After about 5 mins it says it cant register and to do it manually.  After I hit ignore the agent install completes and the internet comes back online.   When trying to manual register using the command prompt I get:

 

Microsoft Windows [Version 10.0.14393]
(c) 2016 Microsoft Corporation. All rights reserved.

C:\Users\James>cd c:\program files\backupclient\backupandrecovery

c:\Program Files\BackupClient\BackupAndRecovery>register_msp_mms.exe register https://cloud.acronis.com XXXXX XXXXXXX
check credentials:  Root (Composite)
   [Is (Common::String) = Msp::Agent::Dto::CheckCredentialsResponse]
   IsValid (bool) = 1

Error 0x1350016: TOL: Failed to execute the command. Setting the registration server address in the backup service
| line: 0x8d165e86fb819595
| file: k:\3917\enterprise\common\tol\command\command.cpp:455
| function: Tol::`anonymous-namespace'::MakeFailResult
| CommandID: BD897884-9F47-4DC0-BC02-DA8DA2BBBD48
| $module: mms_vsa64_3917
|
| error 0x1350016: TOL: Failed to execute the command. Setting the registration server address in the backup service
| line: 0x8d165e86fb819595
| file: k:\3917\enterprise\common\tol\command\command.cpp:455
| function: Tol::`anonymous-namespace'::MakeFailResult
| CommandID: BD897884-9F47-4DC0-BC02-DA8DA2BBBD48
| $module: zmq_infra_vsa64_3917
|
| error 0x2760002: Cannot modify user profile.
| line: 0x8f84435ae6490414
| file: k:\3917\enterprise\msp\agent\commands\set_registration_server_address_logic.cpp:83
| function: Msp::Agent::Commands::SetRegistrationServerAddressLogic::RunLogic
| $module: zmq_infra_vsa64_3917
|
| error 0x273000d: Access violation in module 'zmq_infra.dll' at line '0x8f84435ae6490414', executable: 'mms.exe'.
| line: 0xe839411589f18a1f
| file: k:\3917\enterprise\managers\access\impl\profile_vault_component.cpp:1254
| function: AccessManagement::ProfileVaultComponent::AddAccountToSystemProfile
| $module: access_manager_vsa64_3917
|
| error 0x2730016: Failed to add account in user profile.
| line: 0x53cbdf900173a0cc
| file: k:\3917\enterprise\managers\access\impl\persistent_storage_logic.cpp:735
| function: AccessManagement::Impl::PersistentStorageLogic::AddAccount
| ResourceType: location
| ResourceAddress: jburns@mylitech.com
| ProfileID: 23002D64-E4A6-493D-AA18-BEC82B304E98
| $module: access_manager_vsa64_3917
|
| error 0x26a0014: Failed to encrypt data.
| line: 0x36e942e8021f4b68
| file: k:\3917\enterprise\common\security\core\impl\scrambler_winapi.cpp:61
| function: Scrambler::EncryptData
| CurrentUserName: Office-PC\Acronis Agent User 2
| CurrentUserSID: S-1-5-21-1429379698-1775114435-495884488-1016
| $module: security_core_vsa64_3917
|
| error 0xfff0: The system cannot find the file specified
| line: 0x36e942e8021f4b68
| file: k:\3917\enterprise\common\security\core\impl\scrambler_winapi.cpp:61
| function: Scrambler::EncryptData
| code: 0x80070002
| $module: security_core_vsa64_3917

 

When trying to manually register the agent with the app on the system tray the error is:  An Internal Error has occurred.

 

Please advise.  I have disabled firewall and antivirus ect.   Cant get it to go.

 

Thank you!

Sun, 03/26/2017 - 16:55
0 Users found this helpful
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frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 3
Comments: 55

Hello,

 

Thanks for contacting Acronis Support via our Forum.

 

It's Evgeny from Acronis Service Providers Support. Your ticket has been assigned to me and I will allocate the appropriate resources in order to lead the ticket to resolution. 

As far as I understand you are facing two issues with the installation of the Agent for Windows of Acronis Backup Cloud: the installation stalls at 96% and the manual registration of the agent is failing with an error.

I will be glad to provide a solution. If the solution below doesn't resolve the issues you observe, please feel free to submit a Support ticket for further investigation by sending an email to mspsupport@acronis.com

 

Based on the error message and internal research, the issue with the registration is related to the fact that WINAPI calls related to encryption doesn't work for the given Windows user in some specific environments. 

Could you please remove the product from the PC, run the executable as administrator and also specify the Administrator in the acccount to run the service (this can be done on the step prior to the actual installation)?

The issue with the installation hanging at 96% is known and will be fixed in one of the next build versions. 

For the moment, I would like to suggest you use the following workaround:

 

  • Before starting installation create SYSTEM (  IMPORTANT to create system variable, not user one) environment variable EV_BYPASS_ACCEPT_PORT_SANITY_CHECK and set is to any value (eg. "1")
  • You may create it by running the following command in PowerShell window running with elevated privileges (for example when dealing with core-mode windows with no GUI installed
 [Environment]::SetEnvironmentVariable("EV_BYPASS_ACCEPT_PORT_SANITY_CHECK", "1", "Machine")
  • Start setup

Please apply the solution and confirm that the issue is resolved. 

If the issue persists, please submit the support request while attaching the logs of the installation.

 

With warm regards,

Evgeny Ryuntyu

Senior Support Specialist – Service Provider Support team | Acronis

Office: +1 781 79 14 486

 

Mon, 03/27/2017 - 12:31
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 1

Thank you for the reply.  

I was able to complete the install by running the exe as Administrator and in the install settings I selected "Use Local Account" to register the service.   

With the above settings I was able to complete the install.   I did not have to use Power Shell or any commands to get passed the 96%.  It went to 100% and completed on its own.

 

Thanks again,

 

Jim

 

Mon, 03/27/2017 - 13:31
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 2

I am still having this same issue. I ran the powershell command but got no where. Running the service as domain admin but it still wont process.

Fri, 10/20/2017 - 03:05
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Member
Posts: 3
Comments: 95
mvp

Hi James,

If you are using Acronis Backup Cloud you can always try to manually register the account:

Windows OS

1.

Open Command prompt and navigate to C:\Program Files\BackupClient\BackupAndRecovery: 
cd "C:\Program Files\BackupClient\BackupAndRecovery"

2.

Issue this command to register the client machine: 
register_msp_mms.exe register https://cloud.acronis.com <account> <password>

(Please note to change the values of the "https://cloud.acronis.com, account and password to match what you are using)

If you are using Linux OS:

1.

Open terminal as root user

2.

Type in the following command to register the agent:
/usr/lib/Acronis/BackupAndRecovery/AmsRegisterHelper register https://cloud.acronis.com <username> <password>

(Please note to change the values of the "https://cloud.acronis.com, account and password to match what you are using)

If you are using  OS X:

1.

Open terminal.

2.

Execute:
sudo -u root "/Library/Application Support/BackupClient/Acronis/BackupAndRecovery/AmsRegisterHelper" register https://cloud.acronis.com <login> <password>

(Please note to change the values of the "https://cloud.acronis.com, account and password to match what you are using)

I do hope that this helps you.

Regards

Wed, 10/25/2017 - 14:55
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 2

Hello

 

I have got the same issue.

I want to install the "Cloud Agent for Windows Server Backup" or "Cloud Backup Agent for ESX" on Windows 2008R2.

First i got error with Port 443:

Acronis fehlermeldung.PNG

When i press 'sign in' the installation starts until 97%.

Then the following error occurs:

 

Acronis fehlermeldung 2.PNG

I tried both agents with the same error.

I opened the firewall, but this does not worked.

I tried to register manualy, but the same error as of the treatstarter accurs.

I tried telnet connection to some servers with port 4445, that worked.  

I also set the system variable as mentioned above. That didn't helped.

 

Could you please open a ticket and provide a solution ? 

 

kind regards and greetings from Germany.

Stephan Gaspary

 

 

 

 

Thu, 11/02/2017 - 17:02
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 0
Comments: 2

Hello

 

>>>>>>>>>>>>>> I solved this problem !!! <<<<<<<<<<<<<<

 

The problem was, that i configured a 'client' but not a corresponding 'user' in the client section.

I tried to install an agent of a client configuration with the 'superadmin' credentials. That doesen't worked.

 

So i am lucky and my client has a working cloud backup solution.

 

so long....

Stephan Gaspary

 

Fri, 11/03/2017 - 15:22
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Posts: 250
Comments: 7092

Stephan, thank you for posting back with the solution, this might help other users 

Tue, 11/07/2017 - 12:12
Abigo autem causa dolore scisco. Conventio defui dolor elit feugiat lucidus natu populus praemitto. Abbas ad facilisi. Defui ea gemino suscipere. Consectetuer eros interdico minim. Esse incassum plaga. Caecus decet dolore ille iriure neque. Gilvus letalis mauris paratus quis tego. Brevitas capto erat gemino loquor ratis tincidunt vulpes. Appellatio haero humo iustum luctus natu similis. Conventio decet eros humo praemitto ratis ullamcorper virtus. Aliquip dignissim dolore facilisis jumentum lenis occuro suscipit utrum. Esca gilvus haero ideo nutus persto quidne refoveo usitas. Adipiscing cui nisl odio paulatim quadrum qui venio virtus. Caecus letalis natu nunc pertineo praesent utinam. Caecus eligo jugis nimis tamen te. Ad diam dignissim gravis iusto magna praemitto. Augue gravis magna obruo plaga valde. Et humo molior saepius. Adipiscing aliquip lenis paulatim quadrum wisi. Duis in voco. Consectetuer gravis plaga populus quia. Commoveo consequat distineo exputo iustum nisl saepius. Appellatio genitus ille melior mos nisl odio torqueo velit vindico. Abico comis iustum minim nobis oppeto pecus vero. Abico ex exerci haero iusto quia sed typicus. Abigo camur lobortis pneum tincidunt turpis vel. Abbas acsi dignissim ea suscipere. Eros iustum lobortis nobis probo quadrum qui velit verto vulpes. Importunus iustum magna modo nimis nunc sit vel vulputate. Blandit commodo dolus facilisi pertineo voco vulpes. Iriure loquor venio. Cogo ea esse gravis huic imputo odio refero similis ut. Aliquam autem conventio ibidem paulatim quia sagaciter vereor wisi. Adipiscing enim esca et olim sino vulpes. At iusto scisco vulputate. Ad ex ille secundum utinam valde verto vulputate. Erat molior nibh turpis. Importunus pala utinam. Causa conventio nulla quidem secundum tation verto. Camur conventio eros importunus iustum. Consequat dolore immitto iriure luptatum nostrud ulciscor ut. Distineo enim iusto torqueo utinam. Brevitas natu pala vereor. Abigo decet ea proprius typicus uxor volutpat. Causa iusto quae sit suscipere torqueo ut vulputate. Magna occuro pneum. Abbas blandit dolus paulatim. Adipiscing caecus jugis nibh obruo premo. Augue causa eu laoreet lenis mauris premo suscipit vero. At damnum exputo ideo immitto pala vereor. Eum jugis utinam velit wisi. Augue cogo ratis suscipere vereor. Diam ille incassum persto saluto. Abluo blandit fere molior. Caecus erat magna mauris praemitto saluto vero. Qui singularis tincidunt valde. Minim qui similis ut. Ex exerci lenis nimis ratis sagaciter volutpat. Abigo aliquam lenis loquor nulla pala similis vel velit vero. Aliquip defui erat letalis paulatim utinam. At nutus occuro. Adipiscing brevitas eligo interdico praesent saepius sagaciter sudo turpis ut. Accumsan dolus eu pertineo refero verto. Imputo meus vereor wisi. Bene commodo diam illum laoreet paulatim populus uxor. Caecus commodo inhibeo jus nulla nunc ulciscor valetudo. Consectetuer defui iaceo iustum nibh te vel. Facilisis loquor ratis tum vicis. Capto luptatum pala sudo torqueo. Antehabeo caecus dolus ea gravis illum molior vulputate. Abdo adipiscing iaceo jugis pertineo te ullamcorper. Abico erat ideo os turpis. Dolore facilisis metuo nibh occuro pecus volutpat. Acsi antehabeo damnum defui ex lucidus nulla ymo. Fere pecus sudo. Camur dolore illum loquor qui quia. Brevitas camur dignissim dolor duis obruo plaga quae veniam volutpat. Dignissim loquor olim te vereor. At cui dolore erat eros jumentum ludus nibh vereor. At dolor eros huic suscipit te typicus voco. Appellatio autem defui in neque nisl proprius qui tation. Eros quae refero. Aptent bene dolor minim. Abdo cui importunus oppeto utrum. Commodo erat ludus olim vel. Commodo iustum laoreet nisl. Abico os tincidunt tum. Damnum enim fere sit suscipere tego turpis typicus usitas virtus.
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Posts: 0
Comments: 0

Hello,

we get the same Port error like Stephan Gaspary

Acronis Fehler02.PNG

After "Sign in" the Installation is Hanging on 97 %
The Error Massege is:

lost Ceonection to Backup Service

 Acronis 3.PNG

We used the Domain Admin as Service User and even the Local Admin User.
Nothing would Change the Problem.

 

Wed, 03/28/2018 - 10:05