Error Connecting to Snap Deploy 5 OS Server

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We run into a new issue today where only one specific client will connect to Snap Deploy 5 OS Deploy server. We can get to the client agent on all machines via PXE, but all other clients get stuck at "Connecting to Acronis Snap Deploy 5 OS Deploy Server. . ." They are receiving an IP Address and can ping to and from the server. But don't populate in the server to start a task.

Here is the error shown for the failing machines:

 

[394]<593288401486900> !!! ; #286 [2240] Deploy server: Failed to process the incoming connection request from client '   J†'. Error: { Code: 0x340020, Tag: 0x526425f06e2749e5, Text: "Failed to execute asynchronous action." { { Code: 0x1290004, Tag: 0xf3558890ad00ae7e, Text: "Statement cannot be executed." { { Code: 0x613, Tag: 0xf3558890ad00ae7e, Text: "PRIMARY KEY must be unique" } } } } }.
=================================== Wed Mar 15 10:57:49 2023
[446]<593348443652200> !!! ; #287 [2240] Deploy server: Failed to process the incoming connection request from client '   J‡'. Error: { Code: 0x340020, Tag: 0x526425f06e2749e5, Text: "Failed to execute asynchronous action." { { Code: 0x1290004, Tag: 0xf3558890ad00ae7e, Text: "Statement cannot be executed." { { Code: 0x613, Tag: 0xf3558890ad00ae7e, Text: "PRIMARY KEY must be unique" } } } } }.

Wed, 03/15/2023 - 18:47
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Posts: 2
Comments: 1727

Hello Max!

Usually that happens after changing the NIC.

I would request you to check MAC address from the location: msinfo32 > Components > Network > Adapter > Ethernet, in the agent machine. Also, please check the connection by ping from the agent to the OSD deploy server.

Please open the services.msc on the agent machine and check if the serveries are running.

If then, you can try the following troubleshooting steps:

- If the agent machine is listed under machines, please delete it
- Also verify the MAC address which is listed in OS Deploy server for that machine
- Compare it with current MAC address on the agent machine
- After deleting, uninstall the agent components on the target machine
- Make sure below folders are removed before installation
C:\Program Files\Acronis
C:\Program Files\Common Files\Acronis
C:\ProgramData\Acronis
- After these folders are removed, then perform installation again
- Add the machine using MAC address and check if it is showing machine 'Online'

If the issue persists I would advise you to contact our support with the feedback of this troubleshooting steps https://kb.acronis.com/content/8153

Hope this helps!

Thu, 03/16/2023 - 09:50
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