Acronis 11.7 backups fail to run randomly

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Posts: 2
Comments: 2

On several servers, all with Windows Server 2008 R2 x64 and Acronis 11.7, we have recently issues with Acronis backups. We already updated the Acronis installations to the latest build (50073), but this doesn't fix the problems.

Sometimes one day the backup won't run (it stops within 10 seconds) and the next day it runs without any problem, without editing the job and/or settings. But several days later the backup fails again with always this same errors:

Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c9510
Fields:  $module : mms_vs_50073
Message: Command 'Running backup plan Daily Backup'' has failed.
--------------------
Error code: 41
Module: 307
LineInfo: e6792a5ee190de98
Fields:  $module : agent_protection_addon_vs_50073
Message: Failed to execute the command.
--------------------
Error code: 2
Module: 329
LineInfo: 8edc81ea38faba0a
Fields:  TraceLevel : 1, $module : gtob_backup_command_addon_vs_50073
Message: Step 'Backup' has failed.
--------------------
Error code: 1
Module: 309
LineInfo: 997a6f2085ead06c
Fields:  $module : mms_vs_50073
Message: TOL: Process 'service_process.exe' has failed.
--------------------

Event code: 0x0135003D+0x01330029+0x01490002+0x01350001

Searching for this event code doesn't give me any information for a solution.

 

Please help.

 

 

Mon, 09/18/2017 - 13:15
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Posts: 250
Comments: 7092

Hello ICTaurus,

welcome to Acronis forums!

According to error message 'service_process.exe' crashes and in Windows Event Log you'll find related application errors. For more information please refer to the article Acronis Software: Troubleshooting Application Crashes.

We'll need to collect additional information for investigation of this issue because they are usually system-specific and cannot be reproduced on our environment. Please raise a support ticket, so that our engineers can investigate the issue. 

 

Mon, 09/25/2017 - 15:43
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 2

Thans for your reply! This is what I find in the Windows Event Log:

 

Faulting application name: service_process.exe, version: 11.7.0.50073, time stamp: 0x599dd14b

Faulting module name: mswsock.dll, version: 6.1.7601.23451, time stamp: 0x57334da8

Exception code: 0xc0000005

Fault offset: 0x00001390

Faulting process id: 0x121c

Faulting application start time: 0x01d3389461858eae

Faulting application path: C:\Program Files (x86)\Common Files\Acronis\BackupAndRecovery\Common\service_process.exe

Faulting module path: C:\Windows\system32\mswsock.dll

Report Id: 9ff38261-a487-11e7-b60d-e0db55237790

Mon, 10/02/2017 - 15:12