Access credentials

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Hi All
I have just downloaded a 14 day trial of Backup & recovery 10 to run on a new server 2008R2 to take over from the old 2k DC (the new server is in the domain) to test if works the way I want. The server is fitted with 3 HDD's & a HP (tanburg Dat320 USB tape drive. I am using one hdd to hold full system images from MON to Sat and set that up OK no drama works fine. The problem is when I go to set up the daily data to the tape drive I get a Access Credentials pop up window & no matter what I put in it will not acept it. I am logged on as the administrator; I install it under the administrator account, I have tried to set the Plan's credential & Access credentials to administrator before I select the tape drive but it still pops up and asks for name and password. Is this a fault, am I missing something, I have through different solutions no luck. If I can not get this sorted out with in the 14 day I will not be buying the full copy & will look else were for different software.

Tue, 07/13/2010 - 00:08
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Hello Kevin!

Welcome to our Forum, we're glad you joined us! Thank you for choosing our product! I entirely understand your concern and will be glad to help you!

Usually such issue happens when credentials on MMS are changed. In order to resolve it I would suggest you to try the following: 

  1. Remove current version entirely with the help of Acronis Backup and Recovery CleanUp utility
  2. Install onto the cleared machine and check, whether the issue persists

This should help to fix the issue. In case the problem persists, let me know, we will find another solution.

Please also keep in mind that unfortunately we cannot guarantee immediate response time on Forum, so in case of emergency you can always contact out Technical support directly.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you.

Tue, 07/13/2010 - 14:39
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Hi Yana, Thanks for your support what you suggested worked fine so I will test it for a few more days & if still working OK I shall purchase full license for client. Cheers Kevin

Fri, 07/16/2010 - 07:37
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Dear Kevin!

Thank you for your comment and for keeping me posted, I really appreciate it.

I'm very glad to know that the solution worked fine for you. I'm quite positive that you won't face any issues with it, but should any problem occur: don't hesitate to let me know, I'll be glad to help.

Thank you!

Fri, 07/16/2010 - 10:51
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Hello Support Team,
I have the same problem with tape credentials. Is there any way to resolve this problem without uninstall and reinstall the product?
Thank you
Paul Simionescu

Thu, 11/04/2010 - 18:00
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Hi Paul,
Sorry to let you no that it soveled the problem for one run & then cam up with the same fault as the first time. I have not re posted the problem at this point as I am not happy & at least I have a full system backup going to a seperate drive were I have created 5 folders Mon - Fri with it holding at least 2 days in each giving me a total of 10 days. To get the tape working proply would be great as it would allow of premises data backup.
So if the experts at Acronis can come up with a solution it would be great as a wipe & reload of acronis each time takes out all the backup tasks and inturn time spent setting them all up again.

Fri, 11/05/2010 - 02:05
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Hello Kevin and Paul,

Thank you for your comments. I will certainly take care of this issue for you.

The most likely reason for this problem is that the user that is used to run the Acronis Managed Machine Service does not have enough permissions to access the tape drive. However, without additional information it is difficult to determine the cause of this credentials issue.

I would recommend to collect the following report and contact our Support team so that we can troubleshoot and resolve this problem.

Let me know if you have additional questions.

Thank you.

Mon, 11/08/2010 - 13:34
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Yana wrote:

Hello Kevin!

Welcome to our Forum, we're glad you joined us! Thank you for choosing our product! I entirely understand your concern and will be glad to help you!

Usually such issue happens when credentials on MMS are changed. In order to resolve it I would suggest you to try the following: 

Hello Yana, I have the same issue. It woked for some months, now it ask me for a password. In any case it sounds very strange because no one in my server changed intentionally MMS credential (I changed admin password of course!). How can it be possible?

In any case: have I to uninstall and then launch cleanup utility, or uninstall only using cleanup utility?

Thanks
Fabio

Mon, 04/16/2012 - 14:37
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Hi Fabio,

Thank you for sharing your concerns with us.

The issue could have also been cased by the password change, if it hadn't been stored.

Regarding the Cleanup Utility (I'll leave a link to it here once again for those who might come across this thread later): 

in general, you need to start it right away, it will clear most of the traces.

Then - and do not reboot before the following operation - you need to go to Start -> Run -> regedit, and verify that there are no snapman*, tdrpman*, timounter strings in the following keys:

  • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318} -> UpperFilters and LowerFilters
  • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{71A27CDD-812A-11D0-BEC7-08002BE2092F} -> UpperFilters and LowerFilters

If there are any, please remove them. Then you may reboot the machine.

And that's it.

Let us know if something still seems confusing, I will be glad to clarify.

Thank you.

Tue, 04/17/2012 - 13:53