ABR11 Software Quality

You mentioned (reboot of) Management Server and reinstallation of Agent. Do you need to reboot the whole machine, AMS service, MMS service (i.e. agent) or something else? What is your setup, tasks, schedules, backup locations? Do some Acronis services have 'stopped' (or some other than 'running') state when you have to reboot the machine?

i need to reboot the whole machine, none of the services have stopped.

i am sitting with another BIG problem, my backup tasks are configured to delete old backups.

IF i managed to get a backup to run it completes, however the task does not complete as the clean/replication does not start or finishes.

again Acronis support advise to reinstall the agent, which i have with the same result.

Hello JC Putter and dev-anon,

Thank you for your posts and your kind help dev-anon.

JS Putter, thank you for your feedback, I have forwarded it to our Program Management team via our Customer Listening System.

I also forwarded your comment about agent re-installation to the support professional working on this issue, I am certain that we will get this problem addressed.

If you need additional assistance or have any questions about the case please let me know.

Thank you.

I am having similar problems. I have a new machine and tried to move my Acronis 10 Backup to it and it failed with very similar errors to the one below which is from the Acronis 11 True Image upgrade. The only difference between my old machine and the new one is that the old one ran (successfully with Acronis 10) Windows 7 Professional 64bit. This one has Windows 7 Enterprise 64bit. Here is the error stream and I'm not at all happy that I've upgraded and that the version 10 also did not work without the upgrade as both are supposedly supported on Windows 7 all versions according to Acronis. It's as though it cannot see the backup plan at all.......?
--------------------
Log Entry Details
--------------------
Type: Error
Date and time: 8/8/2011 5:49:36 PM
Backup plan: [None]
Task: [None]
Code: 20,250,627(0x1350003)
Module: 309
Owner: Acronis
Message:
TOL: Command 'Running backup plan' has failed.
Additional info:
--------------------
Error code: 3
Module: 309
LineInfo: 4a8728dc8a1c94f8
Fields: $module : C:\Program Files (x86)\Acronis\BackupAndRecovery\mms.exe
Message: TOL: Command 'Running backup plan' has failed.
--------------------
Error code: 96
Module: 9
LineInfo: d6e6b1a4069ca504
Fields:
Message: Failed to run now: task timeout is over.
--------------------
Acronis Knowledge Base: http://kb.acronis.com/errorcode/

Event code: 0x01350003+0x00090060

--------------------

If I run the GFS scheme in the Acronis account I setup for the agent the failuer above occurs. If I run it in my personal account it works. Although I had separate account before for agent and backup run and it still failed. So perhaps there is an issue running a backup manually from a different account than you are logged into. Sorry if this has nothing to to do with the original issue, but something has definitely changed along the way and perhaps it is still a Windows professional/enterprise issue in my case. Something in the way they operate security. I have Administrator privileges to my machine as does the Acronis account.

Hello Paul,

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

Usually this error appears when Acronis Scheduler is busy and you need to decrease your system load, e.g. disable your antivirus software or close other running programs. You can also reboot the system and reattempt to run the operation after reboot. 

In case the issue remains, we will need more information about the problem, so please gather the following diagnostic data: 

1. Acronis Info from the problem machine
2. Exact sequence of steps performed

After that please submit a case with the information attached, and let us know its number.

If you have any questions or need any assistance, let us know, we will help you.

Thank you.

Thank you Anton please let me know if you have a solution.

Submitted case 01246829

Hi Paul!

Thank you for submitting the case. I've checked it, and can see that our support team is already working with it. I've sent a speed up request to the Team Manager. Rest assured we will do our best to localize and solve the issue as soon as it's possible.

Let us know in case of any procrastination with the reply from support side.

Thank you once again for cooperation!

The replacement of the scheduler has resolved the issue and the backup will now proceed successfully in the same account as the scheduler runs as well as my normal logon acccount. It is a puzzle to me why the updated scheduler is not in the installer for Acronis 11 or at least that no attempt is made to identify that an update exists during the installation process. This is pretty basic stuff with much software these days.

Yeah afraid to say I agree with original poster, ABR 11 is actually worse than 10 and I thought that was fairly dire!

Hello Paul and Adrian,

Thank you for your comments. Paul, thanks a lot for letting me know that the issue got solved, I'm glad to know it.

I must admit I share your opinion regarding the situation. ABR11 release build contains issues, and currently Development team is working on the upcoming Update 0 that it reported to have major flaws corrected. Rest assured I've forwarded your comments to the Management team, and they've been taken under consideration.

Don't hesitate to share your concerns with us directly. Your opinion is important for us.

Let us know if you have any questions or concerns, we'll help you.

But why the huge step backwards in ABR11 - why have you not built the new version from all the lessons learnt from ABR10?

Can you please give us a timescale for the release of Update 0 ?

We have similar problems as JC, now for a month and a half.

As log size increases, on the Management Console:
(a) All log related functions, like "Dashboard", "Machines with agents", "Log" etc, either slow down or completely crash ManagementServer.exe
(b) All non-log related functions, like "Vaults", "Storage Nodes" work fine, albeit slow at times.

We've submitted a case 01241689 and we'd like to see this issue resolved asap. Thank you.

Hello Adrian and SL,

Thank you for your comments.

Adrian, the release of the update is planned on the end of August - beginning of September. Unfortunately no date is available at the moment. Regard your other question: unfortunately I don't have an answer for it, and would like to know it myself. I share your feelings regarding the situation. However I'm positive we'll have this problem fixed soon, and the upcoming update will contain fixes on the major issues.

SL, thank you for the case number. I've checked it and can see that the issue is already assigned to the responsible Developer. I cannot provide you with the particular time frame when this will be fixed, we'll need to wait for the news from the Developers.

Please let me know if you have any questions or concerns, I will be glad to help.

Thank you.

Still experiencing with same problem ;(

so Acronis support suggested that i remove ABR11 and remove all the agents and install a fresh copy; (according to them, this will resolve all my issue)

i am so fed up with Acronis support, they cant really provide you with a solution, its also "Please reinstall".

so i still have my old problem were the cleanup/replication case freezes at 0%, there are no errors in the job log.

i dont know what to do next, its really a joke!

Well it seesm to be fixed for now. I had to install various fixes but even after all of that, the original backup plan still errored. So I removed the backup plan, am using the Microsoft VSS, not Acronis VSS and the new backup plan has worked apart from one today that failed on automatic start but started manually OK. I'll keep an eye on it, but hopefully that will just have been a blip.

Is there a date now for the release of Update 0 at all?

It is failing again. It doesn't seem to be able to find its own DLLs and fails after a few minutes. I give in, I've asked for a full refund.

You'll be lucky!

i spend more than 200 hours to get BR11 stable at our customers... and i got 0 redress until now...

im using acrocmd to avoid some of the problems, powershell scripts, ArcServeR15 for tape backups...

Its absolutly unbelievable what acronis has done with their customers... we buy licences for xx.000€ for beeing beta testers? it cant be serious...

2-3 Months to get critical bug fixes? wtf???? im still waiting for the support to fix my problems... last message was: "we found the reason why appliance is crashing and it will be fixed in the next update..... - .... this will be released this week or next week or the week after next week..."

BR11 Beta1 (before it was alpha) was released as stable to the market.... and there is no apology for an action like this....
and if you call the support: "upload logs here, test this, try this and test this and upload logs...." - for nothing....

We are having numerous issues with upgrade to ABR 11. At this point, I stopped relying on Acronis and repointed all our backups to our Barracuda Backup Server (which was supposed to be a "backup backup" solution originally). We have nad multiple cases open, and the support engineers keep repeating the same mantra "worst release ever" and "update will be released tomorrow". Would somebody on this forum know when the udpate is really going to be released? I am not investing any more into trying to get this version to function.
Problems:
- Tasks and settings not retained during upgrade (most servers). Not practical, but OK - we can redo them.
- Existing vaults and backups not recognized after upgrade, had to be deleted (most servers). This is significant. Our capability to restore exisitng backup is highly questionable.
- Retention policies dont' work on existing vaults, need to be applied manually. (same servers as above). This is resource consuming, and I don't know if the old backups could be of any use anyway.
- Full backups work, but incrementals can't read the full and end up with "Invalid handle" error. This has happened at least once on all but one server. This is significant. I suspect the mechanism of reporting changed data has been modified and not perfected and makes me question the integrity of backup files that reproted Success in addition to the failed jobs.
- Validation failed on every single backup created with ABR 11 on one of our servers. This is the one server that seems to be running properly. Now I don't know if my backups are corrupt, or the validation process reports incorrectly.
- Agent disappears from Add/Remove programs. Service still exists. Support wanted us to reinstall the agent, but installation never finished (the bar goes all the way to 100%, but the next morning is still showing as "Please wait")
- Volumes and disks are not available for backup selection (one server)
- Tasks not running on schedule (at least one server). Reporting last status 'OK", but that was several day ago and additional backups should have been started since then.
- Cannot edit existing backup tasks. The 'Save" button is grayed out. We have to change our schedule from Custom to for instance Simple, make our changes, save them, then recreate Custom schedule. This has happened on two servers.
- File backup works, but volume backups fails with VSS error. At least one server.
- Backup tasks cannot be exported and imported on some servers (the support engineer mentioned he had not seen it actually work once so far and was very impressed that we could do it on some of the servers).
- Acronis agent service doesn't start after computer restart
- Management servers can't connect to the license server
- Information displayed on license server keeps changing on refresh

Please let me know when a properly QA'd version is released so that we can give Acronis another try. This has been a very unconfortable situation so far because backups are so crucial to the entire business. Had this been a desktop application like MS Office, I would be much less concerned, but really, this is supposed to be a softare providing mission critical function.

Thank you for trying to include all the features and really useful stuff in this release - it is going to be a great softare when it becomes stable and reliable.

Would somebody fro Acronis please post a date for the release of the update here now please.

Gentlemen start your download engines - latest build #17311 released today now available for download!

Hear is a copy of the release notes for the latest ABR11 build:
http://www.acronis.com.au/support/updates/changes.html?p=10387

installed latest build on one of my server, now it says if i want to create a backup of the disks that die disk location is unavailable i can only backup files and folder, Acronis does not detect the disks..???? anyone seen this,

Hi JC, I have not seen this in the latest build yet (but only have a hand full of servers upgraded so far)...

I have seen this on some customer’s sites before though with the initial ABR11 build... In most cases this was related to the Windows Agent not being installed or some Acronis services not being started...

It might be best to check that all Acronis services are running on the PC that is not displaying the HDD, you can also re-run the installer and do a modify to see what components are currently installed... Please ensure that you have the Agent Core as well as the Windows Agent installed..

If that all looks ok it might be best to check the permissions of the user that the Acronis service is running at and ensure it’s got adequate permissions.

All the best with it.

Hi,

Well i have the Windows Agent aswell as the Agent core software installed like before the update.

the service startup with my domain admin account so permissions can be ruled out.

if have uninstalled the agent software , rebooted the machine and installed it again and still cant see the disks it also gives me a error component not found (error 187) if i click on disk management in AMS.

Hi JC

Thanks for the update.. Unfortunately I'm not too sure what could be causing these issues especially as you tried an uninstall, reboot and install again which should have been a nice fresh start.

I've also connected to a few servers I've updated to the new build to look into the disk management but all the servers I have access to are loading up ok after the update so looks like there is definitely something not right..

It might be best to log this with Acronis support so they can start looking into it as it might help others in the long run as well... If you are in a hurry to get things working you can also try the uninstall again but also use the clean up utility this time round: http://kb.acronis.com/content/24952

If you don't mind letting us know how you go that would be appreciated. Cheers!

Wow.

We _were_ considering acronis.

Might have to re-think that.

Gotta give credit for having an open forum though!

Hi Patrick

If you are interested in in Acronis’s functions I would still suggest giving it a try, you can always download/install the trial version to see how it runs for you. The vast majority of Acronis customers do not have issues but as you can tell from the above, some do. Acronis generally always release what they call Update 0 after an initial launch of a new product (such as ABR11). This update generally tries to address any issues that are reported to support after the initial launch that were not caught in the Beta testing processes they go through.

The most common issues we had reported by customers with the initial release was related to VSS snapshots, some upgrade licenses and issues when upgrading from ABR10 to ABR11 which has been addressed in Update 0.

Also one thing to keep in mind about an open forum is you will find users will use it instead of referring to the product manual. So allot of ‘issues’ reported in the forum can be calls for help on how to correctly do something with the product and not a product bug/issues per say...

The forum is a great place for users to ask for help and share knowledge it’s not an official support process for Acronis so any user that has issues should log a support case with Acronis support so the issue can be address.

Update 0 has since been released for ABR11 so what you will find is most of the issues in the forum no longer apply to the new build/version so would suggest giving it a try. The current version is ABR11 Build 17318 so if you have already downloaded a previous build/trial in the past I would strongly suggest re-downloading the latest build mentioned above.

Hope you find some of those details useful :-)