Runtime Error opening Management Console with different administrator account

This has happened on two different servers, one we were still in the intial stages of setting up the Acronis application and we just wiped clean the box an reinstalled. However this other box now has backups and we can't wipe this one clean.

I see the exact same error in the exact same circumstances.
I made a second administrative account, and this works.

both administrator and the 2 admin accounts have the same group memberships
acronis remote users, acronis centralized users and administrator.

the machine is not in a domain. only local users.

Hello Aisha and Sep,

Please accept our apologies for the delay with the response. Let me assist you to get this issue resolved.

I have analyzed the information you provided and found the following:

This crash is related to C++ library (according to log from dump).

The most probable cause of this issue:

-Administrator account you're logged under does not have necessary rights (it does not matter if you included it to Administrator group or not).

So I would recommend you to do the following to resolve this situation:

Log to some Administrator account and follow to Start -> Run -> compmgmt.msc

In the opened window please expand System Tools -> Local Users and Groups -> Groups; find Acronis Remote Users, double click on it and make sure that your second account is added there. This should help.

If your account is there already, please let me investigate the issue and collect the following information:

Screenshots of:

-System Tools -> Local Users and Groups -> Users -> [your primary account] -> Member Of;

-System Tools -> Local Users and Groups -> Users -> [your second account name] -> Member Of;

Could you please make screenshot with the error and send it to us?

- Get to the window which you want to make a screen shot of;
- Hit the (Alt+)PrintScreen button on your keyboard;
- Run Paint usually available in Start\Programs\Accessories or another graphics application;
- Choose Paste command in Edit menu;
- Save the result picture in JPEG format being preferable.

Process Monitor log: 

- Download the Process Monitor;

- Run it and agree with the license agreement.

- Log your system to second account and reproduct the issue;

- Open File->Save and save log file (Logfile.PML), compress it;

NOTE: please open the application *right before* reproducing the issue, and close it as soon as it's reproduced and log is saved, it will help us to collect log without useless information.

Acronis Information:

- Download the file;
- Run the downloaded file
- Send us the files created.
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

Full dump file from crash:

- Reproduce the issue (application crash);
- Do not close the "Application has stopped working" window;
- Run Task Manager (press Ctrl-Shift-Esc buttons);
- Go to "Processes" tab and right-click on the crashed process;
- Select "Create Dump File" item from the menu;
- Pick up the .DMP file created and send it to us;
- Open Start->Run (or press Windows-R buttons) type "%USERPROFILE%\AppData\Local\Microsoft\Windows\WER\ReportArchive" string without quotes and hit Enter key
- After that you will see a folder (or a few folders), the name of which starts with "Report"
- Please send us Report.wer file from the last created folder
Please note that you may add the two collected files into rar or zip archive file.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Alexander wrote:

Hello Aisha and Sep,

Please accept our apologies for the delay with the response. Let me assist you to get this issue resolved.

I have analyzed the information you provided and found the following:

This crash is related to C++ library (according to log from dump).

The most probable of this issue:

-Administrator account you're logged under does not have necessary rights (it does not matter if you included it to Administrator group or not).

So I would recommend you to do the following to resolve this situation:

Log to some Administrator account and follow to Start -> Run -> compmgmt.msc

In the opened window please expand System Tools -> Local Users and Groups -> Groups; find Acronis Users, double click on it and make sure that your second account is added there. This should help.

I can not find any group with the name "Acronis Users" I can only find the groups named "Acronis Centralized Users" and "Acronis Remote Users"

Alexander wrote:

If your account is there already, please let me investigate the issue and collect the following information:

Screenshots of:

-System Tools -> Local Users and Groups -> Users -> [your primary account] -> Member Of;

-System Tools -> Local Users and Groups -> Users -> [your second account name] -> Member Of;

Both my primary and secondary users have the same entries in the "member of" tab. the entries are
"Acronis Centralized Users"
"Acronis Remote Users"
"Administrators"

Alexander wrote:

Could you please make screenshot with the error and send it to us?

- Get to the window which you want to make a screen shot of;
- Hit the (Alt+)PrintScreen button on your keyboard;
- Run Paint usually available in Start\Programs\Accessories or another graphics application;
- Choose Paste command in Edit menu;
- Save the result picture in JPEG format being preferable.

screen shot of error (top right) and the memeberlists of the 2 users. are attached

Alexander wrote:

Process Monitor log: 

- Download the Process Monitor;

- Run it and agree with the license agreement.

- Log your system to second account and reproduct the issue;

- Open File->Save and save log file (Logfile.PML), compress it;

NOTE: please open the application *right before* reproducing the issue, and close it as soon as it's reproduced and log is saved, it will help us to collect log without useless information.

Acronis Information:

- Download the file;
- Run the downloaded file
- Send us the files created.
The gathered information will be put in adv_report.zip in the same folder, where the AcronisInfo was saved.
Running AcronisInfo may take up to 5 minutes.

Full dump file from crash:

- Reproduce the issue (application crash);
- Do not close the "Application has stopped working" window;
- Run Task Manager (press Ctrl-Shift-Esc buttons);
- Go to "Processes" tab and right-click on the crashed process;
- Select "Create Dump File" item from the menu;
- Pick up the .DMP file created and send it to us;
- Open Start->Run (or press Windows-R buttons) type "%USERPROFILE%\AppData\Local\Microsoft\Windows\WER\ReportArchive" string without quotes and hit Enter key
- After that you will see a folder (or a few folders), the name of which starts with "Report"
- Please send us Report.wer file from the last created folder
Please note that you may add the two collected files into rar or zip archive file.

We are looking forward to hearing back from you at your earliest convenience.

Thank you.

Since the group mentioned is missing i assume the rest is not needed and the fix is simple ? how can we create the "Acronis Users" group correctly ?

I will provide the dumps if that is still nessecary

sep.

Hello Sep,

Thank you very much for clarification. Sorry for the unclear instructions, there's no Acronis Users group actually. You should check Acronis Remote Users group instead.

Please collect all other information as I described (I have modified the previous reply with correct group name).

Thank you for the cooperation!

unfortunatly we had to reinstall the server last week (for other reasons) 

and now the console works fine on both users! The only difference from the first install is that this time we installed directly to 11354 instead of installing and upgrading over the old a few times.

sep

Hello all,

Please accept our apologies for the delay with the response and for the difficulties you've experienced.

Our QA Team was able to reproduce the issue and now developers are working to fix it.

As a quick workaround you may try the below solution:

1. Start Windows Registry Editor (Start -> Run -> regedit)
2. Navigate to the following branch: HKEY_CURRENT_USER\Software\Acronis\CredStorage
3. Delete the problem keys: Acronis_<remote machine IP address>_<connection login name>

After that issue should be fixed.

Please reply to this thread if the issue still persists.

Thank you.