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Cannot Connect To The Backup Agent

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This is the first test install of Acronis Backup 12 and the Backup Monitor is showing, "Cannot connect to the backup agent. Reconnecting..."  Any help? Version 12 is already looking like a headache.  May have to stay with version 11.7.

Thanks,

mux

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Hi,

Backup Monitor component is an optional component (not required for any backup operations) designed to track status of locally installed Agent for Windows component. Probably there is something wrong with this component state on particular system (may be some services were not started or something else). To investigate the issue we'll need to check Acronis system information report from the machine: log into Acronis Backup web console -> select the machine from Devices list -> go to Activities tab -> "Collect system information" in the right bottom part of the screen; then contact our support team for assistance.

Thank you.

Unfortunately, I am not able to login to the web console. I just spent an hour on the phone with support and they could not figure it out either.  They took a bunch of logs and will hopefully have a solution soon.  Thanks for your response.

mux

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Hello mux,

did the support team manage to resolve the reported connection issue? If yes, would you kindly share the solution with the Community? It might help other users who faced similar issues. Thank you!

Support techs connected twice via Teamviewer and were not able to figure out why this was occuring.  Attempting to login to the web console kept showing, "The service is offline," no matter what they tried.  They instructed me to try a couple of things, but before trying their suggestions I thought I would try a NIC reset using the following commands in a file called NIC_Reset.cmd :

@Echo on
pushd\windows\system32\drivers\etc
attrib -h -s -r hosts
echo 127.0.0.1 localhost>HOSTS
attrib +r +h +s hosts
popd
ipconfig /release
ipconfig /renew
ipconfig /flushdns
netsh winsock reset all
netsh int ip reset all

After rebooting and bringing up the web console I was able to login and the backup monitor worked.  I am not sure what the actual problem was and neither was the Acronis tech I was working with.  But, at least the problem is resolved.

mux

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Thank you for feeding back with details, mux!

Regular Poster
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My backup does not take place on scheduled time as these 2 services are disabled whenever i check the backup.

i enable these services then after few hours these services are disabled automatically. 

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Hello Sumit,

welcome to Acronis forums!

Acronis Active Protection service is not capable of performing backups. It is disabled because your Active Protection plan is not applied to this machine.

Acronis Managed Machine service failure needs to be investigated: please collect Acronis System Information from Agent and share it with Acronis Support Team