Issues connecting to AMS after Upgrading to Acronis Backup 11.5.43994

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Hi,

I updated my Acronis Backup & Recovery 11.5 from 11.5.38350 to 11.5.43994 on the PC with the Acronis Backup Management Server installed on it. Now almost every time that I try to connect to the Acronis Management Server I get the following error message:

Code: 11,337,731(0x00AD0003)
LineInfo: 0x90FB8A255B1DF67B;

Module: trueimg_remote_full_vs_43994
Message: Failed to establish the local connection with Acronis Management Server Service. Make sure that the service is installed and its status is Started.

Code: 196,610(0x00030002)
LineInfo: 0x37819FD1E1F7A64A;

Module: trueimg_remote_full_vs_43994
Module: trueimg_remote_full_vs_43994

Code: 65,520(0x0000FFF0)
LineInfo: 0xBD28FDBD64EDB8EE;

Module: trueimg_remote_full_vs_43994
Message: The system cannot find the file specified

For some reason the Acronis Management Server Service keeps stopping and I have to go back into services.msc and start the service. Once I start the service again I can usually connect to the management server, but it’s very unstable. It will work fine for a few minutes then it will say connecting to (the PC name with AMS installed on it) and then it will say waiting for reconnection, but it never reconnects.
I never had any issues like this before upgrading.

I can connect to all of the remote machines that I’m backing up individually from the Acronis Backup Management Console, but when I try to connect to the Management server I’m getting the error that I have listed above.

Does anyone know what could be causing this?

Any help would be greatly appreciated.

Thanks!

Fr, 09/04/2015 - 14:06
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Hello Kyle,

This can happen if there is a corruption (or something else that blocks correct reading) in one of the databases used by the AMS server. It can also be a crash.

First, check you Windows Event logs -> Application after this happens to see if there is an application crash on ManagementServer.exe

If there is not, the service isn't really crashing but rather terminating after encountering an unexpected problem. In this case, I suggest checking out the C:\ProgramData\Acronis\AMS\Logs folder to see the latest message in the log. This should give a clue on the problem.

Thank you.

Fr, 09/04/2015 - 15:30
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Hi Igor,

Thanks for your quick response!

I checked in event viewer and this is what showed up:

Error - Event ID 65522 Acronis Backup Agent Core

The description for Event ID 65522 from source Acronis Backup Agent Core cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Not enough memory.

the message resource is present but the message is not found in the string/message table

I have 4gb of memory, so that shouldn’t be an issue. Only about 1.4gb of the memory is in use.

Here is what showed up in the log file:

?xml version="1.0" encoding="UTF-8" ?
log uuid="9D10F21B-63C9-4E65-B84E-2762583CEAB5" product="Acronis Backup Management Server" version="11.5" build="43994" >
event id="1" level="4" module="249" code="6" time="1441392733" message="ASYNC: Exception has occurred during operation 'Perform'." TraceLevel = "1" $module = "management_server_vs_43994" line_tag="0x1CE6880AFC17C82"
AQYA+QCCfMGvgGjOAUFTWU5DOiBFeGNlcHRpb24gaGFzIG9jY3VycmVkIGR1cmluZyBvcGVyYXRpb24gJ1BlcmZvcm0nLgBUcmFjZUxldmVsAE4BAAAAAAAAACRtb2R1bGUAQW1hbmFnZW1lbnRfc2VydmVyX3ZzXzQzOTk0AAANAPoA/yIkneOKjLJQT1I6IFByb3BlcnR5ICdFbnZpcm9ubWVudCcgY2Fubm90IGJlIGZvdW5kLgBUcmFjZUxldmVsAE4BAAAAAAAAACRtb2R1bGUAQW1hbmFnZW1lbnRfc2VydmVyX3ZzXzQzOTk0AAA=

event id="2" level="4" module="250" code="13" time="1441392733" message="POR: Property 'Environment' cannot be found." TraceLevel = "1" $module = "management_server_vs_43994" line_tag="0xB28C8AE39D2422FF" hide="1" />

event id="10" level="4" module="250" code="13" time="1441392733" message="POR: Property 'Environment' cannot be found." TraceLevel = "1" $module = "management_server_vs_43994" line_tag="0xB28C8AE39D2422FF" hide="1"
event id="11" level="3" module="249" code="6" time="1441392734" message="ASYNC: Exception has occurred during operation 'Perform'." TraceLevel = "1" $module = "management_server_vs_43994" line_tag="0x1CE6880AFC17C82"
AQYA+QCCfMGvgGjOAUFTWU5DOiBFeGNlcHRpb24gaGFzIG9jY3VycmVkIGR1cmluZyBvcGVyYXRpb24gJ1BlcmZvcm0nLgBUcmFjZUxldmVsAE4BAAAAAAAAACRtb2R1bGUAQW1hbmFnZW1lbnRfc2VydmVyX3ZzXzQzOTk0AAANAPoA/yIkneOKjLJQT1I6IFByb3BlcnR5ICdFbnZpcm9ubWVudCcgY2Fubm90IGJlIGZvdW5kLgBUcmFjZUxldmVsAE4BAAAAAAAAACRtb2R1bGUAQW1hbmFnZW1lbnRfc2VydmVyX3ZzXzQzOTk0AAA=

event id="12" level="3" module="250" code="13" time="1441392734" message="POR: Property 'Environment' cannot be found." TraceLevel = "1" $module = "management_server_vs_43994" line_tag="0xB28C8AE39D2422FF" hide="1"

Here is another error that has been sometimes coming up when trying to connect to the AMS:

Code: 11,337,729(0x00AD0001)
LineInfo: 0xF0CCA54483BE1F6E;

Module: trueimg_remote_full_vs_43994
Message: Failed to process the request.

Code: 11,403,267(0x00AE0003)
LineInfo: 0x4A62D31A8B629384;

Module: trueimg_remote_full_vs_43994
Message: Internal error: An underlying layer has disconnected from the peer.

Do you have any idea's of what I could try to do to fix the issues?

Fr, 09/04/2015 - 19:18
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Hello,

I've upgrated ABR this morning to the last version and I have exactly the same problem as you.
Have it been resolved or do you still have the same problem ?

Please let me know.

Thanks

Edit : After intervention from the tech support, I don't have this problem anymore. It seems one of ABR database was too big. Applying the solution found in this article https://kb.acronis.com/content/31547 seems to have resolved the problem.

Do, 09/24/2015 - 14:22
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Hello all,

The issue is rather strange and requires a deeper investigation, which cannot be help on the forum. Please create a support ticket.

Thank you,

Mo, 10/05/2015 - 11:11
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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.
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@Kyle250, @Marc Toralba, I just went through a very similar experience with a management server that had been in service several years. The management server console had grown increasingly sluggish, taking 10's of minutes to open the dashboard, or to view a log.

After upgrading the management server from 11.5.38573 to 11.5.43994, the management service would start and run for about 10 minutes, consume almost 4 gb of ram, and then crash.

Log messages were similar to those posted by Marc.

After reading this message thread I investigated the article referenced by Marc ( https://kb.acronis.com/content/31547 ) and found that the dml_objects.db3 file in the %ProgramData%/Acronis/AMS directory exceeded 2.5 gb.

I applied the solution referenced in the article; this shrank the dml_objects.db3 file to about 20 mb. The management service now starts; memory consumption does not exceed 100 mb; and the management server console is very fast to open the dashboard, and all interactions are now very fast.

I do not know how to prevent future recurrence.

Mi, 10/14/2015 - 21:51
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