How to solve Acronis Backup 12.5 Offline Alarm In SCADA Server
Deall all:
Good morning.
There are three SCADA servers, all of them were installed Acronis Backup 12.5 software, Acronis Backup 12.5 software is just used to backup local disks. Two servers have no this problem, just one server's Acronis Backup 12.5 software seems has the problem--offline (please see attached first picture).
My question is how to set this server as online ?
Checked servers.msc and found Acronis Managed Machine Service is running, please see attached last picture.
Thanks!
Hello Mr. Zhang.
The issue you report seems related with this KB: https://kb.acronis.com/content/59752
Please also check:
In order to troubleshoot the connection issue, please follow the steps below. It is recommended to take a screenshot with output of each executed command, as they will be needed for further troubleshooting in case this guide does not help pinpoint the cause of the issue.
These instructions can also be adapted to verifying connection on a different port or between other components
2) Verify that Management Server is accessible from the Agent side. Look in Windows System Information file (Start -> Run -> msinfo32.exe), section Components - Network - Adapter, and note Management Server's local IP address in IP Address line
2.1) Launch Command Prompt on the Agent side and run the following command:
ping <AMS_name>
(replace <AMS_name> with name of Management Server)
2.2) look at the output of the ping command
- If the output contains IP address of the Management Server and there are no errors in the text body of the output, connection succeeded, it means that this test was passed successfully and you can proceed with step 3
- If the output does not contain the IP address of the Management Server or if there are any errors or warnings in the output, it means that connection failed and the very next troubleshooting step is to check that both Agent and Management Server are connected to the same network and the domain name resolution (DNS) works fine. Proceed to the next step only after successfully passing the ping test
3) The most important ports for connection between Management Server and Agent are ports 9877 and 7780. Instructions below use port 9877 as example, repeat the same troubleshooting steps for port 7780 as well.
Check the connection to the port 9877 using Windows native tool telnet:
3.1) Make sure Telnet client is enable on the Agent side
Windows 7, 8. 10: go to Control Panel - Programs - Turn Windows features on or off , make sure Telnet component is selected and click OK
Windows Server 2008: Open “Server Manager” > Features > click “Add Features” > enable “Telnet Client” checkbox > click “Next” > click “Install” > when the feature installation finishes, click “Close”
Windows Server 2012, 2016: Open “Server Manager” > “Add roles and features” > click “Next” until reaching the “Features” step > tick “Telnet Client” > click “Install” > when the feature installation finishes, click “Close”.
3.2) Launch Command Prompt as Administrator on the Agent side: Start -> in search, type cmd -> right-click cmd.exe and select Run as administrator.
3.3) Run the following command:
telnet <AMS_name> 9877
4) Look at the output of the telnet command.
4.1) If the cmd screen becomes empty, it means that the connection succeeded.
4.2) If the output of the telnet command is not an empty black screen, and there are any error messages, it means that either the connection is blocked by firewall or other security software, or Acronis services on AMS are not running properly. In such case disable the firewall temporarily, restart Acronis services on Management Server and re-try telnet command on the Agent side.
(!) Disabling the firewall is not a solution, this is only required for issue localization.
If connection works when the firewall is disabled, check firewall settings. See Firewall settings for Acronis products. Depending on firewall software, other changes may also be needed, like adding Acronis processes to the trusted processes list.
5) If telnet connection succeeds with the enabled firewall but the issue persists, proceed with verifying that the process that is listening on port 9877 is Acronis process, and not a third-party process:
5.1) Launch Command Prompt as Administrator on the Agent side: Start -> in search, type cmd -> right-click cmd.exe and select Run as administrator.
5.2) Run the following command:
netstat -a -b -n -o
(to make the search easier you can write the command output to a .txt file, e.g netstat -a -b -n -o >C:\netstat.txt and then use the Find function in any text editor)
5.3) Look for line with the following parameters:
First column (Protocol): TCP
Second column (Local address): the IP address of AMS that is accessible to the Agent, and the port 9877
<AMS_IP_address>:9877
Third column (Foreign address): could be anything
Fourth column (State): LISTENING or ESTABLISHED
Fifth column(PID)
5.4) After finding that line, look at the value of the fifth column (PID). It is the ID of the process that is listening or established connection on that port
5.5) Find out the process name by its process identifier (PID) by running the following command in Command Prompt:
tasklist /fi "pid eq PID"
In this command replace PID with the actual number, found at step 5.4: e.g. if the PID was 3932 the command would look like:
tasklist /fi "pid eq 3932"
5.6.2) If it is not Acronis process, the cause of the problem has been found: a third party process is blocking Acronis from listening on port 9877. Try terminating this process, restart Acronis services on the AMS side and start over from step 5.
Also:
One of the ports used by Acronis ZeroMQ Gateway Service are blocked or occupied by different software: 7780, 7755, 7756, 7765. Acronis ZeroMQ Gateway Service serves for communication between Agents and management server.
Check the error message and note ports it mentions. In the example log above these are ports 7756 and 7780.
Then check occupied ports using the netstat output. This way you will find which port has conflict.
E.g. Cassini Web Server service UltiDevCassinWebServer2a.exe uses port 7756 by default.
Solution
Change Management Server configuration to use a different port for communication.
See below example for port 7756.
1. Open C:\Program Files\Acronis\zmqgw\net.config for editing and change the port for backend server to another port. The following line should be modified:
<backend>tcp://127.0.0.1:7756</backend>
(!) Note that backend port and broker port must be different. If they are set to the same port, it will lead to connection errors and zmqgw.0.log will contain messages similar to "Exception at RunBroker zmq::error_t(100): Address in use".
2. Change the Acronis Management Server net.config settings at C:\Program Files\Acronis\AMS\net.config:
In the following lines, specify a new port to use instead of 7756:
<broker_port>7756</broker_port>
<agbroker>tcp://127.0.0.1:7756</agbroker>
3. After changing port numbers, restart Acronis ZeroMQ Gateway Service and Acronis Management Server service: go to Start -> Search -> type services.msc and press Enter. In Services window, locate Acronis ZeroMQ Gateway Service and Acronis Management Server service and click Restart. (Or restart the machine, if possible)
Thanks in advance!