All Systems grayed out in ams

Thread needs solution
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 3

Hello Forum

since several days, all systems in ams are grayed out. i tried to delete them and readd them to ams with no luck. they appear for half a day and then suddenly gray out again.

next thing i did, was to reinstall the whole management server (build 10.0.13545) and recreate the database. (cleaned out everything) and then take all the systems back into management server. first everithing was fine. the systems made their backups and all the agents synchronised from time to time.
next day at work.... everything grayed out again. synchronisation does not do anything.

we are using a windwos w2k3 server as management server and the databases are on a mssql server 2005.

what shall i do next?

any suggestions or help?

thanks a lot

Phil

Attachment Size
grayed_out_systems.jpg 277.1 KB
Fri, 08/12/2011 - 08:30
0 Users found this helpful
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 24
Comments: 3268

Hello Philipp,

Thank you for reporting about the issue, I will be glad to help you with it.

There can be various different reasons for this issue. It looks like there is a connectivity problem between AMS and Agents. Looking at the screenshot, we can see that all machines were last synchronized with AMS at the same time. Something has happened "19 hours 16 minutes ago", which made synchronization fail. Most probably, the issue is on AMS side, as it affects all Agents.

I would suggest you to look into network connectivity between AMS and Agents (maybe AMS is in a different subnet, or even in a different location, which is connected to Agents location via VPN, etc.)

If you can't get to the root cause of the issue on your own, please gather Acronis Info from AMS and one of the Agents, describe your setup in details (e.g., where is AMS and where are Agents) and submit a case with the information attached.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Sun, 08/14/2011 - 20:10
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 24
Comments: 3268

Short update: 

we were contacted by the Development team with the information regarding this problem. Apparently when AMS starts it reads its ID from registry and if it fails to do so it creates new ID and writes it back to the registry and the database. It seems that in our case, for some reason AMS failed to read its ID.

Currently the Development team is working on this issue. Philipp, I have opened a case for you and sent you a message from it. Please let me know if you haven't received it.

Don't hesitate to share your questions with us, we will be glad to address them.

Thank you.

Mon, 08/15/2011 - 18:53
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 3

Hello Yana

Thanks for your reply and the case you opened. i recieved the email.

It must be this problem. if i delete the machines from ams an readd them, after deleting the .meta folder, they appear in ams.

We now wait for an update.

thank you in advance for your work.

philipp

Tue, 08/16/2011 - 07:17
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Forum Star
Posts: 24
Comments: 3268

Hello Philipp,

Thank you for your comment, and keeping me posted, I really appreciate it.

I've forwarded the details you've specified to the Development team. This information is useful for us, and might help us to get a deeper insight on the problem and to avoid such situation in future.

Thank you once again for your help!

Wed, 08/17/2011 - 15:50
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 2
Comments: 3

Hello Yana

Unfortunately the Problem reappeard after few days... So our AMS still shows all Systems grayed out.
I cannot tell what was the issue or event that caused the systems to dissappear. one morning, startin up the ams gui, the systems where grayed out again...

regards

phil

Tue, 08/30/2011 - 08:22
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 1
Comments: 2

Sorry for reactivate this old topic.

But I want to know, if there is a resolve of this problem? Because I have the same problem with my AMS...

Wed, 05/16/2012 - 13:45
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Posts: 3
Comments: 4

Well I fixed this by doing a repair of my installation. After that all the machine were available again.

Thu, 05/24/2012 - 13:48