Offline status on agent servers

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Please Help! Why the agent server status is still offline in my host server when I try to validate it in the vaults even though my services are up in all servers. I also tried to restart the "managed machine service and remote agent service"  even the server itself. and still same status appeared.

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Thu, 05/24/2018 - 12:23
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Hello Dan,

Thank you for your posting! Looks like something is blocking communication between Acronis Management Server and the Agent machine in question. 

First of all, make sure that the problem is  not with Agent itself:

  1. Make sure the agent is registered on AMS, otherwise no information about the agent machine or virtual machines on the host with installed agent will be submitted to AMS.
  2. Make sure the agent is responsive and not hanging (Connect to the agent directly and see if it is working.) If the agent does not respond please proceed to Acronis Software: Application lockup
  3. If you are not able to connect to the agent remotely but locally agent works fine please proceed to Acronis Backup Advanced: Connection to Remote Components Fails

Follow these steps to troubleshoot an issue of machine's data displayed incorrectly.

1. Check connection using telnet from Acronis Management Server to the Management Agent (agent machine) and from the Agent to AMS on port 9876, as described in this article.

If it does not work – you are facing a connection issue. Please refer to Acronis Backup Advanced: Connection to Remote Components Fails.
 

2. Check antivirus

Make sure the antivirus software does not block communication and data traffic between the Management Server and Management Agents (agent machines). Information is processed in “cards” stored in the Outbox folder on the agent machine.

Make sure that this folder is excluded from the antivirus check: 
Windows XP,2003 C:\Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Outbox 
Windows Vista,7,2008,2012,8 C:\ProgramData\Acronis\BackupAndRecovery\MMS\Outbox 

Acronis Software: Making Acronis Products Compatible with Antivirus Software will help to set up exclusions.

Hope this will help. Please share an outcome.

Tue, 05/29/2018 - 09:40
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