Automatic installation of the kernel module has failed

Hello,

I'm also having problems installing the Linux Agent on CentOS 7.

This is the command I'm running:

dkms build -m snapapi26 -v 0.7.95 --config /boot/config-3.10.0-693.2.2.el7.x86_64 --arch x86_64 --kernelsourcedir /usr/src/kernels/3.10.0-693.2.2.el7.x86_64

And this is the output:

Preparing kernel 3.10.0-693.2.2.el7.x86_64 for module build:
(This is not compiling a kernel, just preparing kernel symbols)
Storing current .config to be restored when complete
Storing current Module.symvers to be restored when complete
Running Generic preparation routine
make mrproper....(bad exit status: 2)
using /boot/config-3.10.0-693.2.2.el7.x86_64
make oldconfig....
make prepare....(bad exit status: 2)

Building module:
cleaning build area....
make KERNELRELEASE=3.10.0-693.2.2.el7.x86_64 -C /usr/src/kernels/3.10.0-693.2.2.el7.x86_64 SUBDIRS=/var/lib/dkms/snapapi26/0.7.95/build modules....(bad exit status: 2)
Error! Bad return status for module build on kernel: 3.10.0-693.2.2.el7.x86_64 (x86_64)
Consult /var/lib/dkms/snapapi26/0.7.95/build/make.log for more information. 

I've attached the contents of "/var/lib/dkms/snapapi26/0.7.95/build/make.log".

Anyone??

Hello Everyone,

I've checked our internal sources for similar errors and found the following information:

If you're attempting to install the Agent for Linux onto CentOS 7.4, then you'll need to install the updated snapapi module first.  The reason why compilation fails is the fact that snapapi26, 0.7.95 - the one integrated into the product's installer - does not support Centos 7.4. 

You can find an updated SnapAPI rpm here.

Do the following to install:

• service acronis_mms stop
• rpm -i snapapi26_modules-0.7.103-1.noarch.rpm
• dkms ldtarball --archive /usr/lib/Acronis/kernel_modules/snapapi26-0.7.103-all.tar.gz
• dkms {build,install} -m snapapi26 -v 0.7.103
• service acronis_mms  start

Should you have any questions, please let me know.
Thank you!

It seems that the new installer also works with CentOS 7.4

Greetings Leslie

Thank you for confirmation!

Hi there!

I have the same problem, but the Workaround did not work for me.

My steps:

1. Normal install of Backup Agent

-> Automatic installation of the kernel module has failed

2.Install updated SnapApi

3. -> Agent doesn't work

4. Uninstall old version of SnapApi and install new version again

5. -> Agent doesn't work

Result of service status:

● acronis_mms.service - Acronis machine management service
   Loaded: loaded (/etc/systemd/system/acronis_mms.service; enabled; vendor preset: disabled)
   Active: active (running) since Wed 2018-01-10 14:07:23 GMT; 19s ago
 Main PID: 19350 (mms)
   CGroup: /system.slice/acronis_mms.service
           └─19350 /usr/lib/Acronis/BackupAndRecovery/mms

Jan 10 14:07:24 *server* acronis_mms[19350]: 2018-01-10 14:07:24:353 140105946904384 I00390000: Detected GRUB 2 loader on disk '\local\hd_gpt(38CDCA8741944ADB0C4461AE4E1EFA28)'. Activated on volume '\local\hd_ev\vol_guid(182B4FE92FB715459AAD0EFD65C1BD50)'.
Jan 10 14:07:24 *server* acronis_mms[19350]: 2018-01-10 14:07:24:361 140105946904384 I00390000: Detected GRUB 2 loader on disk '\local\hd_gpt(6780DD454D22FB82B4BE91B8AD3317DA)'. Activated on volume '\local\hd_ev\vol_guid(182B4FE92FB715459AAD0EFD65C1BD50)'.
Jan 10 14:07:24 *server* acronis_mms[19350]: 2018-01-10 14:07:24:365 140105946904384 I0039000F: Error 0x39000f
Jan 10 14:07:24 *server* acronis_mms[19350]: | trace level: information
Jan 10 14:07:24 *server* acronis_mms[19350]: | line: 0xf5e7a8267198524d
Jan 10 14:07:24 *server* acronis_mms[19350]: | file: d:/3957/products/oss/os_enum/common.cpp:358
Jan 10 14:07:24 *server* acronis_mms[19350]: | function: CheckBootType
Jan 10 14:07:24 *server* acronis_mms[19350]: | $module: disk_bundle_lxa64_3957
Jan 10 14:07:24 *server* acronis_mms[19350]: 2018-01-10 14:07:24:369 140105946904384 I00000000: -- Server 35 start time: 598 (init time: 481), status: done --
Jan 10 14:07:24 *server* acronis_mms[19350]: 2018-01-10 14:07:24:370 140103630423808 I00000001: Webcp addon stoped

Had someone a simliar problem?

Hi Dennis,

Follow instructions from this KB article https://kb.acronis.com/node/60852 , and if the problem remains, open a support ticket.

Thank you

Hi,

I'm struggling with setting up Backup_Agent_for_Linux_x86_64.bin on my CentOS 7 (centos-release-7-7.1908.0.el7.centos.x86_64.bin).

The product was purchased via Home.pl (management console accessible via acronis.homebackup.pl).

So, after installing the centos-release-7-7.1908.0.el7.centos.x86_64.bin (after some preparations the installation went fine, and I was able to activate the product via the management console), I tried to run the first backup, which failed with the following error:

The SnapAPI kernel module is not loaded for the kernel 3.10.0 that is running in this system. Install the module for this kernel version, and then retry the backup.

Error code 0x01350016+0x01350016+0x01330029+0x01350016+0x01350016+0x0133002B+0x00F90004+0x00F90004+0x00F90004+0x00F90004+0x00F90004+0x00F90004+0x00950065

I spent a lot of time trying to install (also built from source, installed/reinstalled etc.) the SnapAPI (snapapi26/0.7.126) module via DKMS. It seems to be installed correctly:
[root@server-XXXXXXX-1 ~]# dkms status
snapapi26, 0.7.126, 3.10.0, x86_64: installed

But I still get the same error trying to run backup...

I am a little bit confused by the firewall setup that needs to be done (ref. https://kb.acronis.com/brandmauer). Can this issue be related to firewall issues?

Best regards,

Marek

Hello Marek,

thank you for posting on Acronis forums!

As I understood, you have updated CentOS. Thus, snapapi module of Acronis Agent for Linux needs to be re-compiled with the new OS kernel.

You can either reinstall Acronis Agent for Linux on this system or re-compile Acronis snapapi module manually:

1. Stop Acronis processes:

   # /etc/init.d/acronis_mms stop  (alternatively, use # systemctl stop acronis_mms)

2. Remove SnapAPI module from the kernel:

   # rmmod snapapi26

3. Check SnapAPI version in the dkms tree:

   # dkms status

   => check for the "snapapi" entry similar to:

   snapapi26, 0.7.51, 2.6.31-gentoo-r6, x86_64: installed

   (0.7.51 is the version of the SnapAPI module in this example)

4. Remove SnapAPI from the dkms tree using the respective version:

   # dkms remove -m snapapi26 -v [VERSION] --all

5. Build and install SnapAPI module:

   # dkms build -m snapapi26 -v [VERSION]
   # dkms install -m snapapi26 -v [VERSION]

Hi all,

just an FYI - if you purchased Acronis as an extension in Plesk then Acronis support will not support you.

We have this exact issue and raising a case with Plesk support twice now has resulted in them saying we have to contact Plesk.

Given we need the SnapAPI module from Acronis this makes the process infinitely more difficult.  It's made more so when Plesk support says that SnapAPI is an Acronis product and we need to contact them directly.

Neither side wants to own this and given the inability to publically access the SnapAPI module has left us a service provider out in the cold.

Hello Aaron,

Welcome to Acronis forums!

Plesk Support provides direct support to their customers, including those who purchased Acronis extension to Plesk panel. If Plesk Support is not able to resolve an issue, needs a consultation or suspects that it is caused by Acronis code flaw, they create a case at Acronis from their side.

Please share with us your Acronis/Pleask support IDs so that we could look into the situation and help you to sort it out.