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Agent not showing up in cloud

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Hi!

I am an MSP that is taking my first steps using Acronis.

Have problems with customers servers not showing up in the dashboard under devices.

Have installed the software on the clients windows-server, and registrered correctly, but the devices does not show up in the dashboard. When i try to "Apply protection plan" in the Windows-agent it says "Cannot connect to server"

I have used the "Connection verification tool"  to test Connection and all is ok.

I have disabled antivirus webroot that i use, and even uninstalled it without solution.

I have uninstalled and reinstalled the agent and reregistered without luck.

I have  tried at different customers (separate tenants) with different servers but get the same problem.

I can see the agents under Settings, Agents, but not under devices.

 

Does anyone have any suggestion about how to move on?

The strange thing is that i have managed to get two servers running (two different tenants), and i can´t see what i did differently with them. 

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Hello Tomas,

thank you for your posting! I'd start with instructions from the article https://kb.acronis.com/content/62569

The general troubleshooting\localization steps also include:

  1. Check for firewalls or anti-virus software
  2. Check connectivity to DC with msp_port_checker.
  3. Try telnet to AMS (Acronis Management Server) port received on previous step (e.g. telnet us-cloud.acronis.com 7780).
  4. . If everything is OK, collect Acronis system info report and check MMS log for errors about registration.

You can also check the troubleshooting between the Agent and the Cloud Management Server https://kb.acronis.com/content/59057

6. Check activities in Cyber Protection console to see if the "Adding machine" events were successful. 

If the above steps don't give any clue about the root cause, I'd recommend raising a support ticket, so that our engineers can assist you right away.  

Thank you.

All steps seem ok in your tips, but the error remains.

but i see this in the mms-log that i cant seem to figure out why i get?

Can this be the problem?

2020-07-15T23:12:28:533+02:00 16672 I00000000: Using SecurePersistentCredentialStore.
2020-07-15T23:12:30:790+02:00 16672 I00000000: Request to AMS failed with status: 400, body: {"troubleshoot":null,"kb_link":"https://kb.acronis.com/errorcode?ser=0x01350016%2B0x01350016%2B0x00FC00…","origin":{"fields":{"$module":"management_server_lxa64_15900","CommandID":"6D9472EE-5D47-4107-9C6F-43A4273D2EA7"},"suberror":{"fields":{"$module":"ams_backup_assistant_addon_lxa64_15900","CommandID":"6D9472EE-5D47-4107-9C6F-43A4273D2EA7"},"suberror":{"fields":{"$module":"ams_backup_assistant_addon_lxa64_15900","TraceLevel":"4"},"suberror":null,"module":252,"linetag":"0x5B0018A6E6937F50","code":56,"text":"Cannot find an object by the following criteria: ' Root (Composite)\n   [Is (Common::String) = InstanceManagement::Instance]\n   ID (Common::Guid) = E6381DD3-4537-4243-B892-1A07103E29B4\n   Type (j) = 1\n'."},"module":309,"linetag":"0x8D165E86FB8196E0","code":22,"text":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan"},"module":309,"linetag":"0x8D165E86FB8196E0","code":22,"text":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan"},"stacktrace":null,"cause":"Cannot find an object by the following criteria: ' Root (Composite)\n   [Is (Common::String) = InstanceManagement::Instance]\n   ID (Common::Guid) = E6381DD3-4537-4243-B892-1A07103E29B4\n   Type (j) = 1\n'.","context":{"operation":"unknown","cause_str":"Cannot find an object by the following criteria: ' Root (Composite)\n   [Is (Common::String) = InstanceManagement::Instance]\n   ID (Common::Guid) = E6381DD3-4537-4243-B892-1A07103E29B4\n   Type (j) = 1\n'.","_internal":"0:0:-1","effect_str":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan"},"reason":"internalError","effect":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan","date":"2020-07-15T21:12:31.140792+00:00","serCode":"0x01350016+0x01350016+0x00FC0038"}

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Hello Tomas,

I would suggest opening a Support case as it requires deeper investigation, collection of system information logs and read-only access to your Backup Console from a Support engineer. Provide your Acronis Cyber Cloud account login name, DC of your account, affected tenant group, affected machine, and our Support engineers will investigate it.

We need to take a look on the complete system report from the affected machines, checking the full set of logs.

Thank you.