[RESOLVED] ABR 11.5 - Tray Icon showing backups are running after all scheduled backups have completed

I have had this happen occasionally as well, I think another process is involved which confuses tray monitor, I've yet to work out what on my system attempts to run during an imaging session to cause this. I do know this happens sometimes if the task pauses due to an error such as full destination drive.

I am having this problem as well and I would like to see it resolved. I use external drives for my daily full backup images and due to our rotation schedule, I have to swap drives about once or twice a month. However, since ABR 11.5 Managed Machine Service thinks the backup is still in progress, I cannot safely disconnect the drive even after stopping ALL Acronis services. So, Colin B, I think you are right that another service is being triggered that confuses the ABR Managed service and hooks onto my external drive. I checked to see if there were any open sessions and/or files on the backup drive but did not find any. In order to safely remove the external drive, I have to restart my server and disconnect the drive before the scheduled backup occurs. Not the end of the world, just a pain in the butt and something I shouldn't have to do.

Enviornment Info:
ABR 11.5 build: 11.5.32256
Server 1: Dell PowerEdge T310, RAID 5, 8GB's RAM, 64bit. Running Windows Server 2008 R2 Std. Ed. - all recent MS updates applied.
Server 2: Dell PowerEdge 1500SC, RAID 5, 3GB's RAM, 32bit. Running Windows Server 2003 Std. Ed. - all recent MS updates applied.
Please let me know if you need any additional information.
The exact same problem appears on both of these servers. However, I am not having the problem of my scheduled tasks not running because ABR "thinks" a task is still running. My daily backups are occuring without interuption. I just have the annoying system tray icon telling me a task is running when it is not.
Remember everyone, no one is perfect and there is no such thing as a bug free program. There have been several occasions where ABR has saved my butt and countless hours of rebuild time. That, in itself, makes this software invaluable... at least to me. Patience.

I am having the same problem. After all my jobs have completed the notification area says "current progress 76%" but when I check any activities in progress nothing is running. There are some serious bugs in the notification area. I currently have build 11.5.32308. I have seen this problem since I downloaded the first build of 11.5. There should at least be an option to clear it or something. When I click on it nothing happens. The only way to get rid of it is to restart the services.

I want to add my two cents here as well. The standard answer has been to disable the tray icon altogether, but on individual workstations is serves a dual purpose. Besides letting us know that a backup is in progress or has been completed it also alerts us as to whether the mms service has been properly started. This is indeed something they must fix. Never had this problem with the tray icon in version 10, only since version 11.

How about some official feedback from Acronis on this :(

I'm also seeing this problem with Acronis Backup And Recovery v11.5. How about a fix for this?

Alexey Makhov wrote:

Hello,
We are working on reproducing the issues specified in this thread. Hopefully the fix will appear in the next public release.
Thanks!

Thank you for looking into this. I'll be glad to help in any way that I can.

I'd like to add more to this thread:

1) This is not limited to the system tray icon. It also happens on the console window > "Backup plans and tasks".

2) This is more than just a reporting issue. The job shows "running" while the log shows "completed". When the job is still "running" the scheduled tasks won't run.

For example, I have a daily backup scheduled at 9PM. However the job stuck in "running" mode two days ago (it's actually completed per the log). Since the job is still "running", the software won't start a new job per the schedule. The result is: the daily backup didn't run for the past two days (and it won't run in the coming days unless I can get the stuck job out of "running" state). This is really a big problem.

By the way, you CANNOT stop the job from console window. I don't know how we can get the job out of "running" state without a reboot.

If the job can't be stopped via the GUI, it can be stopped by killing the process in TaskManager, you might need to restart the MMSAgent Service in Services if you do this.

That's interesting. If we cannot stop the job from console, why they built the 'stop' button on the console?

I understand we are all frustrated but in order to help get these problems solved and to make sure we are all talking about the same version please post your environment information along with the exact version of Acronis used.

Same issue here.

While investigating this issue, I found that the "Acronis Managed Machine service" was stuck. i.e. if you try to stop/restart it with services.msc, it'll be stuck in "Stopping" state.

The only way to "fix" it is to restart the computer.

Add me to the list. It was fine with BR11 but I upgraded 7 servers to BR11.5 last weekend and all seven have this tray icon issue. Come on Acronis this can't be that hard to re-create.

My guess is this buglet, if the fix is found, will make its way into the main ABR11.5 update that makes it compatible with Server 2012 and Windows 8.

I have just noticed that the tray monitor also exists whilst cataloguing is taking place. This happens 'behind the scenes' , so ABR11.5 will have sent a task successful email (if enabled) and the task will show it has finished, only looking at the log will tell you that the cataloguing is taking place.

Hello all!

Guys, we are trying to reproduce this issue. Can you please provide us some details about your backup plans?

1. What backup scheme do you use? (please see http://screencast.com/t/LajSpGdUjGW);
2. Do you use some retention rules? (like "On cleanup, delete the backups older than 30 days", please see http://screencast.com/t/KSC7qOupzg7);
3. Do you use any 2nd backup locations in your backup plan?
4. Do you use post-backup validation?

Thank you for your help!

Hello.

1. Manual start on all backup schemes except one that is a custom scheme.
2. Yes, on the one with the custom scheme (see screenshot)
3. No.
4. Yes, on all plans.

Thanks for details, Forellenblau!

We'll try to reproduce with your backup scheme and options.

Roman,

1.  I use a simple, scheduled backup plan.  Full backup on Saturday, incremental backup every other day.
2.  No.
3.  No.
4.  No.

The only reason I am trying to use ABR 11.5 is that TI Echo isn't compatible with Windows 7.  Maybe this has something to do with Windows 7?

Craig

@Roman

1. Custom backup scheme. Scheduled full backup every day.
2. Retention rule: After backup delete oldest backups if number exceeds 7.
3. No
4. No

I'll be glad to send you an export of the plan if you need it.

FlyingHorse wrote:

@Roman

1. Custom backup scheme. Scheduled full backup every day.
2. Retention rule: After backup delete oldest backups if number exceeds 7.
3. No
4. No

I'll be glad to send you an export of the plan if you need it.

Yes, please send us exported plan if you can. It will give us additional information to investigate.

Craig Stevenson wrote:

Roman,

1.  I use a simple, scheduled backup plan.  Full backup on Saturday, incremental backup every other day.
2.  No.
3.  No.
4.  No.

The only reason I am trying to use ABR 11.5 is that TI Echo isn't compatible with Windows 7.  Maybe this has something to do with Windows 7?

Craig

Thanks, Craig! Yes, we will also try to reproduce this on the Windows 7. But it seems that problem is reproduced not only on Windows 7.

I have two tasks.

1. GFS.

2. Custom, 1 full and everything else a daily incremental.

No validation.

A further observation.

This morning the GFS task had the tray icon showing whilst performing the image and when completed the tray icon closed. Straight afterwards the custom task began, the balloon text appeared to notify this, but the tray icon did not appear, on completion of the task the tray monitor icon appeared straight after the balloon text that says completed, with the text message, 'Task xxx started'. The task finished and the tray icon text immediately changed to "Task 'Incremental backup' is running. The current progress is 100%" and has stayed active.

1. Full backup type with custom backup scheme listed as On schedule.
2. No retention plans. - Use 3rd party app to copy off on schedule to 2nd external NAS.
3. NO 2nd backup locations.
4. No post backup validations.

Windows 7 Ultimate SP1 32bit
ABR11.5 Workstation b.32308

Only workarounds seem to be to reboot or restart the Acronis Managed Machine Service.

1. Custom backup scheme.
2. Yes. I have 3 backup schemes & each one has a different retention rule - see below.
3. No 2nd backup location.
4. No validation.
Windows Server 2008 R2 Std. Ed. with latest service packs, updates, and patches.

More info on my backup schemes: I have Daily, Weekly, & Monthly backup schemes. All of these are Full backups. The backups are stored on external USB drives. The Daily HD stays in the office and the Weekly & Monthly HD's are rotated off-site per their schedule. The retention rule for the Daily scheme is to delete the backup if it's older than 5 days. The retention rule for the Weekly scheme is to delete the backup if it's older than 3 weeks. Finally, the retention rule for the Monthly scheme is to delete the backup if it's older than 12 weeks.

Let me know if you need any additional information.

I have the same Problem in BuR 11.5 Server and Workstation!
(and all other new installed or updated BuR 11.5)

a) Server with 2008R2, Task Backup to RDX Drive (named like TIE)
b) Workstation with Windows 7 Ultimate SP1, Task > Backup to Synology NAS, Monthly 1x full, daily diff.

I have 97 licences !! registered (from TIE Server 9, Acronis Home and
many Workstation and Server Licences) and i do not have the time to solve your problems!

Its very easy to reproduce the problem, install BuR 11.5 on a new Server!

Hope problem will solved soon ...

Thanks to all who commented in this thread and helped us! But we can't reproduce the problem in our lab. We will keep trying.

Hello, guys!

It seems that we found the cause of this problem with Tray Monitor.

Do you use e-mail notifications in your backup plans?

Thanks for your help!

Roman,

Yes, I use email notification.

Craig

Roman,

Yes I use email on all backup jobs.

Felix.

Yes

Yes, on all plans.

Yes. Email notifications on all backup plans.

Yes, as well, on all tasks.

Yes, emails on all tasks.

Hello Everyone,

Thank you very much for confirming, we will get back to you with an update.

Thank you.

I'm also experiencing the same problem and yes, I also use email notification on the two jobs running on the system. Any idea when a fix will be released? - Thanks

I have same issue (tray icon freeze with "current progress 76%"). I don't have email notification. In my case there is no progress bar update when backup consolidation or backup verify are in progress.
My testcase is simple - only shedule backup verify. I can see I/O many operations for Acronis process in Process Explorere but "0%" in GUI and backup verify ends succesfully after cca 15 minuts.

See attachments (I'm sorry for Czech version)

Well it's been over three months and still no resolution... last Acronis update was on 12/14/12.

Anyone hear from Acronis on this?

I have noted another possible scenario in which the tray monitor stays on the system tray, and i would be interested to know if anyone else can confirm.

My setup:

Two tasks both run daily. Task 1 is a GFS of the OS drive, task 2 Is customised incremental of 3 partitions of a 5 partition drive. Email notification i used.

Task 1 runs at 4:30 am and task 2 at 5:00 am.

The problem seems to be most repeatable if task 2 runs before task 1 via the scheduler.

As an example of how this could happen, I switch the PC on at 5:10 am, this means task 2 runs first, with task 1 later. Interestingly ABR11.5 behaves differently when this occurs.

1. With task 2 running first, no tray icon appears, when this happens on my system I get ABR11.5 taking up 66% plus CPU time on all four cores via the service_process.exe (as seen in Resource Monitor).

2. Logging onto the console shows both tasks as running - note task 1 is not showed as queued but as running at 0% completed, normally a blocked task shows as queued.

3. Something causes task 2 to make a full size incremental when this happens.

4. When task 2 finishes, task one immediately completes and it is at this point the tray monitor appears stuck on 76% completed.

I haven't checked to see if perhaps service_process.exe stays in RAM or if it gets released.

The only other programs that seem particularly active during this time are Firefox (as I'm normally using it at this time) and Rapport.

When ABR 11.5 is running a task under these conditions there is a total of 4GB of RAM active out of a physical 12GB.

In my case, I have three two laptops and one workstation...all run a full backup around 11pm to a network drive on a server (2003). The tasks complete without incident but the tray monitor shows 0%. The schedule only has 1 single event in it...a FULL backup without validation. The entire tasks take about 1 hr to complete on each machine.

On the server side of things I have 1 SBS 2003 SP2 and 1 Server 2003 SP2 Standard.

ALL systems will complete the backup at night successfully but the TrayMonitor32.exe still shows in the Task Manager and with a 0%.

Ending the task in the task manager removes the tray monitor.

Very annoying that software doesn't work reliably 100%!

I should have added. I haven't seen this problem with ABR11.5 SQL beta, so perhaps when that is released (if the problem really has been fixed) it will then be in any update for all the ABR11.5 products.

Hello,

This problem exists in my environment on a fresh ABR11.5 installation on Server 2003 R2 32bit.

I typically have to restart all Acronis services (with the exception of Acronis Web Server); in doing this, "Acronis Managed Machine Service" hangs and I have to terminate "mms.exe" process and stop this service again.

After restarting services, the status shows an "Error" and in the details I receive:

Error code: 1
Module: 309
LineInfo: 7564da35b0f1eaf8
Fields: $module : mms_vs_32308
Message: The activity state has been repaired after unexpected failure. The server was probably unavailable.

I can go and verify the backup that ran over night and it verifies successfully so I know this above error is not entirely true in the sense the backup failed.

I do use the "email" notification as well.

These are scheduled jobs.

Hello Everyone,

Thank you for your posts.

This issue has been fixed and the fix will be available in the next update of our software.

We would appreciate if you could submit your feedback to our Customer listening system available here.

Please let me know if you need additional help.

Thank you.

When do you estimate the next update coming out?

i also having the same problem. When i try to restart the services hang at "stoping services.." and cause me to force restrat the server.
please inform for the updates.

I'm also having this problem with ABR 11.5 Workstation, latest release, on both Windows 7 and Windows XP. My users are complaining about this after every backup.

Acronis support: when do you estimate the next update coming out?

Hello All,

Thank you for your feedbacks in this thread.

I first want to thank Colin B. supporting you.

This issue has been fixed in the next upcoming update of Acronis Backup & Recovery 11.5. The next update is coming soon. However, we cannot provide an exact ETA (Estimated time of arrival) because the release date is subject to change.

Like Anton already posted, you are invited to give us your feedback once you have installed the next update. If you have any support related issues, please use this email for your feedback: managers@acronis.com.

I will close this thread and if you need additional information or assistance you can reach me at any time via a private message.

Thank you.