Acronis Backup and Recovery 10 for SBS has stopped working

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I have been using Acronis Backup and Recovery 10 for SBS for over one year now without any troubles. All of a sudden, every backup now fails with the following error message:

Error occurred while running the backup and recovery engine.
Additional info:
--------------------
Error code: 2
Module: 218
LineInfo: 600f7166ce397e28
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: Error occurred while running the backup and recovery engine.
--------------------

I have not been able to find an explanation for what this error means. Furthermore, my support contract has expired and I cannot find an option to purchase a new support contract, so I am unable to get support for this problem.

Can someone tell me what I should do to resolve this issue? Thank you.

Rick Hogan

Sab, 07/30/2011 - 19:50
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Hello Rick!

Thank you for your post! I will be glad to assist you.

Unfortunately the error you've specified is too common, and we cannot localize the issue. We'll need additional diagnostic info. Could you please send me Acronis Info? It contains all the logs we need for successful investigation. 

If you would like to purchase support program in order to contact us via phone, please follow the instructions mentioned in this KB article.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you!

Lun, 08/01/2011 - 10:54
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Regarding purchasing a new support program, when I go to the Support tab, it just tells me my support program has expired. It gives no option to purchase a new one.

Rick

Lun, 08/01/2011 - 16:45
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There are a lot of messages like
===
Feature is disabled.
Error code: 0x640012
FeatureName = "FEATURE_ATIE10_COMMAND_LINE_TOOLS"
Tag: 0x9418A040040A4D43
====
in recent logs - check if the license is not expired on the license server and it's assigned to the proper server, check that there are no warnings on dashboard about 'failed to check license'

Lun, 08/01/2011 - 17:10
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In the License Server, it shows a "Renew Date" of 11.07.2011. I assume this means July 11, 2011 (in the US, we would write the date as mm/dd/yyyy, not dd/mm/yyyy).

Unfortunately, I find no option anywhere to renew the license.

Rick

Lun, 08/01/2011 - 17:21
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A source of confusion - it's not a renewal due date, for time-limited licenses there is 'expires' field that is empty for perpetual license.
'Renew date' column is the last time when agent contacted License Server to verify license, and it looks like it stopped 15 days after it was unable to do it. If LS can be pinged from agent (and there are no apparent firewall issues too) I'd revoke the license and then use help->change license to acquire the license on the agent.

Lun, 08/01/2011 - 19:43
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Everything is all on one physical server running one instance of Windows SBS 2003. The License Server is not on a separate box or anything.

I will try deleting the license key and adding it back.

Lun, 08/01/2011 - 23:09
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After deleting the license and adding it back, I am able to run my backups without error again.

Thanks for your help.

Rick

Mer, 08/03/2011 - 03:52