Issue with machine registration, can't get Acronis support
Our systems were preloaded with Acronis 10. After the server upgrade for our product, our servers are now Win2008 with Acronis 11. So, we uninstalled the unconfigured Acronis 10 agents, and then installed Acronis 11 agents.
Most of the agents will not register with the management server "machine already registered".
I go to the Acronis website. Hmm...can't get there from government unclass connection because too much of the code is blocked (way to use non-standard web design). I go to our corporate unclass connection, better. I download the docs, no useful information there. I find two KB articles on orphaned objects.
The script to delete orphaned systems for Acronis 11 runs, no output, same problem. Of course there are no real instructions on what to expect. I decide to try the Acronis 10 script to delete machines from SQL database. Error in line 84...the script won't even run.
I search the forums. Somebody else has the same issue. Acronis responds "forums are not for tech support". Wow...that is useful.
So, I'll need to call tech support. This is a challenge because am on a remote base in Afghanistan with horrible connectivity. I can't find a support number. To contact Acronis, you have to login first.
Okay, so I go to create an account. Nope, can't create one from our corporate unclass system. So, I try from my personal connection in my room. That works, but there are other issues with their website and Safari/Macs.
Back to work. I still can't get the support number without registering a product. Seriously?!?!?!?! What were you thinking? I'm an engineer, not a logistics/contracting officer or legal office handling paperwork.
Okay, that is lame, but I'll just register a license to my newly created account. Nope, they are already registered. I try several, they are all registered. Wow, the same issue with the Acronis agents!!!
So, my predecessor, who is long gone, probably went through the same goat rope and entered the licenses against his account. He no longer works here, and we can't get support. Brilliant. I'd call somebody to work it out, but your phone numbers are a better kept secret than the CIA memos on the Benghazi consulate attack or nuclear strike codes!
If you want your product to be accepted by enterprises, you might consider many of the people who need technical support in large organizations have never met, and don't know the person who purchased, received, and filed the actual product. They have input into product selection, but they are intentionally kept out of the acquisition process. Your support maze game is wholly imcompatible with many enterprise support operations.
Thanks for the quick response. I sent you the PM, and our technical issues follow…
Our management server is running Acronis 11 on Win2K8. SQL is also loaded on the server and it serves as the license server too.
Our rebuilt servers all had Acronis 10 as part of the image. The client machines (server OS Win28K) were not imported into the management server. I tried to import one, but it did not work.
A co-worker, using the same software on another network, was having the identical issue. So, I uninstalled the Acronis 10 Windows Agent and Agent core from the client. I installed the Agent Core using the webservice account used on the management server. That worked for all but one of the clients.
One client cannot be imported to the management server. I tried uninstalling and reinstalling the Agent Core and Windows agents multiple times. There are many more licenses which are not yet assigned. The ultimate error (see below for full context) is failure to connect.
Detailed errors:
Code: 18,087,955(0x1140013)
LineInfo:0x8FEADEA9B9A8827
Module: c:\program files (x86)\Acronis\BackupAndRecoveryConsole\ManagementConsole.exe
Message: Failed to connect to the agent on remote machine ‘x.x.x.66’.
Code: 18,087,955(0x1140013)
LineInfo:0xF1FAD8ACA4FAA53D
Message: Failed to connect to the agent on remote machine ‘x.x.x.66”.
Code: 11,337,731(0xAD0003)
LineInfo: 0x90FB8A255B1DF584
Message: Error: Failed to establish connection
Code: 262,164 (0x40014)
LineInfo: 0x4D55187F54ACFDAEF
Message: Authentication has failed.
Code: 197,686()x30436)
LineInfo: 0xA3CDB7A26E18C8D9
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Obviously, somewhere, authentication failed. …but where?
The Agent Core and Windows Agent were both installed under webservice account. The webservice account was used as the credentials during the Agent Core setup. The Acronis Managed Machine Service and Acronis Remote Agent Service are both running under webservice account and are started without error. So, the credentials on the client are OK, just like all the working clients.
On the server, the management server is running under the webservice account and the webservice account was provided when trying to add the machine. The password might have been entered incorrectly, but I tried to add the client at least 20 times over ~7 days. I have to enter the same password to logon and I haven’t made a mistake with it.
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Issue #2
This is actually more disconcerting because it about 10 servers are suffering this. The environment is as per above, but a separate network. The management server runs Acronis 11, we 3-4 clients working successfullly.
The clients were installed with Acronis 10. My co-worker (explained above) worked on this, and I am not sure what he did or tried. The clients currently are running Acronis 11 Agent Core and Windows Agent, but they cannot be imported into the management server. I tried uninstalling the Agent Core and Windows agent, then reinstalling. All components use the same webservice account (different domain/network from above). The services are running on the clients, but the management server refuses to add them because “The machine has already been registered” (details below).
I tried uninstalling, and reinstalling the client components. I tried running the delete_orphan_machines script provided by Acronis in the KB on orphaned objects. The script runs from administrative command prompt and returns to cursor with no output. The error adding the machines persists “The machine has already been registered.” I tried running the delete_machine_by_name script provided by Acronis for the V10 KB article, but the script errors out (error, line 84, unexpected…).
The same issue is afflicting most of our clients on this network.
The detailed error message is:
Code: 20,250,646(0x1350016)
LineInfo: 0x8D165E86FB81961C;
Module: C:\Program Files (x86)\Common files\Acronis\BackupAndRecovery\Common\Service_Process.exe
Message: TOL: Failed to execute the command. Adding machine ‘x.x.x.148’ to the management server.
Code: 24,641,537(0x1780001)
LineInfo: 0x3EAC2BD32D84C040;
Message: Failed to add machine ‘x.x.x.148’ to the management server.
Code: 24,641,537(0x1780001)
LineInfo: 0x3EAC2BD32D84C012;
Message: Failed to add machine ‘x.x.x.148’ to the management server.
Code: 8,585,218(0x830002)
LineInfo: 0x808BD79B98AFEEBA;
Module: C:\Program Files (x86)\ Acronis\AMS\ManagementServer.exe
Message: The machine has already been registered.
Any help is greatly appreciated.
V/r
Brian Carter
Hello Brian,
Thank you for responding.
I will get back to you in a moment and respond to your private message.
For the first issue that you reported, please take a look at this article from our Knowledge Base.
For the second issue please check that the instance IDs for the affected machines is not identical. The instructions for finding instance IDs and how to change them can be found here.
Please let me know if you have additional questions.
Thank you.
Anton:
Thanks for the links.
Issue 1: authentication failure (still an issue)
I followed KB 12114. The webservice account is in the proper groups on the local station. There is no associated audit/access failure in the windows security log on the DC, the Acronis Management Server, and the target Acronis client.
I logged onto the target Acronis client using webservice. The Acronis services run under the same account. The other ~10 systems on this network run using the webservie account and connected without issue.
The target Acronis is part of the same domainas the target Acronis client.
This still needs to be resolved.
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Issue 2: registration failure, already registered (resolved)
Following the KB11265, I stopped the service on the target Acronis client. There were no files in the c:\programdata\Acronis\...\instances folder to delete.
In the registry key, I changed the last 4 digits of the MMScurrentMachineID. This is a 64 bit Win2K8 R2, but I made the identical change to the key referenced for 32 bit OSs (second attempt on different machine, on first machine I followed the instructions and only did it on the 64 bit key, but failed) and changed the Instance ID too.
After restarting MMS, I was able to register the systems.
This issue is resolved. Thanks.
Hello Brian,
Thank you for responding.
I am glad that second issue has been resolved. Did you get my private message about your support options?
For the first issue that is still occurring I would recommend the following to understand more about it.
Please connect to the affected machine manually, this way we will be able to know if there is an issue with the Acronis Agent on that machine.
In addition, please check the Acronis Managed Machine service on the local machine, it is possible it is crashing.
Please let me know if you have additional questions.
Thank you.