Acronis backup 12.5 - problem

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Hello,

 

dear support I have got problem with backup two computers. I receive this information:

 

Code 0x01350001

 

Modle 309

Comunicate Error

Informacje dodatkowe:

------------------------
Kod błędu: 1
Moduł: 309
LineInfo: 0x7564DA35B0F1EAF2
Pola: {"$module":"mms_vsa64_10330"}
Komunikat: Działanie nie powiodło się z powodu ponownego uruchomienia usługi.     (="Working do not finish successfully because of the service restart").

 

I verified Windows logs - there is no information about problems with process 'service_process.exe'. What could cause the problem on this 2 computers?(rest computers is working fine).

 

 

 

Best regards

Dominik

Di, 10/09/2018 - 09:37
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Beginner
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Kommentare: 5

Hello, Dominik!

Such issue is mostly often caused by Antivirus software.
This happens because Acronis software works with disk on low-level and many antiviruses treat it as ransomware and protect data.

To exclude the potential root cause of the issue could you please add Acronis folders and executables to Antivirus exclusions lists or create centralized exclusion policy to prevent Antivirus software to inject into Acronis processes and interfere with the program.
What should be added to Antivirus exclusions you can find following the Acronis KB article: https://kb.acronis.com/content/36429 

Fr, 10/12/2018 - 20:15
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Dominik, welcome to the Acronis Forum!

If the answer above does not help, could you please describe your environment so that we could understand your configuration? What is the source and destination for the backups? Do the backups always fail with this error? Do manual backups work? Which agent does the backup (Agent for Windows, Agent for VMware, Virtual Appliance)?

Also could you please gather a system report from both the management server and an agent machine so that I could analyze the logs?

Please download the logs to the FTP server. I will send you the link via private messages. To find them, navigate to the upper right corner – My account – Inbox.

Thank you!

Mo, 10/15/2018 - 11:30
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