Workstations will not backup

I should note that while some workstation are not backing up, the majority of them are, and they all use the same backup job.

Hello Tim,

Thank you for your posting! There have been known issues on this build version, it's also pretty old . I would recommend updating to the latest build.

Thank you, 

Thank you.

Can you walk me through where I can go to obtain the latest build please?  

Hello Tim,

You can download an installation file under your account or provide the full name of the product you are using, I will send you a direct link to the installation file.

Thank you,

Thanks, I'm trying to get my products registered in my name, but they were initially installed by someone else, so I can't add the serial numbers to my account.  A link would be great.

I have two locations where I'm experiencing similar issues.

One is running Acronis Backup and Recovery Management Server 11.5 (build 11.5.37608)  Client licenses are Acronis Backup and Recovery 11.5 Advanced Workstation + Universal Restore.

Second installation is running the same version of the server (same build too) 

Thank you.

OK, I managed to locate the credentials of the guy who originally registered the products and I downloaded 11.7 build 44411, listed as the very latest.  Upgrade took a long time and a couple reboots but now it seems to be done.  Unfortunately I am now unable to access the Management Server through the Acronis Backup Management Console.  Its telling me the Management Server Service is either not installed or not running...however it appears to be installed and appears to be running.  I do note that if I try to restart the AMSS, it will hang on the stop process, claims to restart fine (shows it as running), but I still cannot access the server console.  When I try to access the local managment server I get the following error message:

I have rebooted the server and let it sit for more than 15 minutes in the hope that the service was simply starting very slowly.

Code: 11,337,731(0x00AD0003)
LineInfo: 0x90FB8A255B1DF67B;

Module: trueimg_remote_full_vs_44411
Message: Failed to establish the local connection with Acronis Management Server Service. Make sure that the service is installed and its status is Started.

Code: 196,610(0x00030002)
LineInfo: 0x37819FD1E1F7A64A;

Module: trueimg_remote_full_vs_44411
Module: trueimg_remote_full_vs_44411

Code: 65,520(0x0000FFF0)
LineInfo: 0xBD28FDBD64EDB8EE;

Module: trueimg_remote_full_vs_44411
Message: The system cannot find the file specified

Hello Tim,

This message means that the service executable (ManagementServer.exe) cannot be accessed - e.g. it has been deleted, moved, the disk with it has been taken offline etc. Right-click on the Acronis Management Server Service, click Properties and then the General tab. Check the path to the executable. Make sure the ManagementServer.exe file is in the location specified. If it is not, please put it there. You can also rerun the installation and select Repair. For more information please refer to the following article.

Thank you,

So my attempts at installing 11.7 went downhill very quickly, ultimately leading me to restore the server from the backup snapshot I made in VMWare just before I started meddling around.

Oddly enough, my weekly workstation backup job ran better than it has in a couple months.  Most of my workstations successfully backed up, only a few remain inaccessible to the software.

The dreaded Acronis Management Server Service message persisted however, but I just now managed to get back into it by stopping and the restarting all of the acronis service in reverse alphabetical order (leaving Acronis Management Server Service for last to stop and last to start.  I don't know why this worked, but everything stopped and started normally and I can now access the console.

So now I can get back to my original issues which were I have a few computers that simply refuse to backup at all.  When I try to run either my scheduled job or a custom job, they always fail.

Additionally I have a couple of computers that I am unable to add to AMS.  I've installed the client software on the computers, but I can't see them in AMS.  License server shows they are there and are taking up licenses however.

Any thoughts?

Hello Tim,

Thank you for additional information. Are you able to connect to these remote machines directly from the management console? I mean, is it a connection issue or only GUI issue with the representation in the AMS view. If the direct connection to the Agent works, could you please create a local backup plan and execute it. Is it successfull? if not, could you please post the whole error message.

Thank you,

I tried to run a workstation backup from the server, did not work.  The job started and then failed within a minute.  Error log is below.

ProtectCommand: Failed to execute the command.
Additional info: 
--------------------
Error code: 41
Module: 307
LineInfo: e6792a5ee190dda7
Fields:  $module : agent_protection_addon_vs_37608
Message: ProtectCommand: Failed to execute the command.
--------------------
Error code: 3
Module: 329
LineInfo: 1cd98aae889424f9
Fields:  $module : disk_bundle_vs_37608
Message: Backup has failed.
--------------------
Error code: 1060
Module: 1
LineInfo: 145a191bfe9050bf
Fields:  $module : disk_bundle_vs_37608
Message: No operation for executing.
--------------------

Connected directly and created a job and sent it to my central image archive and this configuration seems to work.

Hello Tim,

If the local backup works, the issue is more likely related to the communication between AMS and Agent. I see that the build version on this Agent is still 37608, which means that the remote update was not successfull too. It would be better to update the Agent locally, re-add the machine to AMS as follows and create a new centralized backup plan. 

Thank you,