ABR 11.5 hanging at 6%
I currently have 5 servers running ABR 11.5 and they all store their backups on an external drive which is attached to one of the servers. Recently, a couple of the servers haven't been completing their backups. I've tried multiple times to stop and restart the backups, but each time, they hang at 6%.
To try and troubleshoot this, I ran a packet capture to see what was happening once it started to hang and I found that as I've been watching it, the problem has been revolving around the .lck file. There is a 'Create Request' for the .lck file and then the 'Create Response' has an Error of: STATUS_OBJECT_NAME_NOT_FOUND. There is then a 'Tree Disconnect Response' and the whole process starts all over again. The error message states "Locking of the backup archive has been cancelled".
I had a similar problem with another server and a restart of that server solved the problem, but I would like to know what the cause of this is because I can't afford to take down a server every time a backup fails.
Any help anyone can provide in solving this problem would be greatly appreciated.
Thanks!
Hello TDent,
thank you for your postings!
To find out, what can cause such behavior we need an investigation.
Please collect the following information
1) process monitor log
2) several dumps
3) system report
Thank you.
I'm having the same problem with a server using B & R 11.5. The backup is hanging at 6%. The backup destination directory has a couple of lock files in it from a week ago.
Frank
I was able to get the backup working again without restarting the server. This is what I did:
Stopped all the Acronis Services
Ended/Killed a process called "service_process.exe" (this is the key I believe)
deleted two .lck files that were in the backup destination directory (may or may not have been necessary)
Started the Acronis Services
Ran the Backup
This isn't the first time I've run into this problem so I'm happy to have found a work around. The problem seems to be with service_process.exe the process hangs and never gets cleaned up / removed. Maybe this is a clue that Acronis can use to implement a proper fix.
Frank
Hey Frank -
Thanks for the feedback on this. I haven't tried stopping that particular process, but will try it the next time I encounter the issue. I was always trying to stop the mms.exe process, but even though that stopped Acronis, it would stop the constant activity to the .lck files. Acronis has asked me to provide some information to further troubleshoot the problem, but I haven't had a chance to gather that information and needed to restart the server, so I'm not seeing the problem at the moment, though I expect to see it happening again soon because it's happened to me more than once.
I'm definitely going to try stopping/starting the 'service_process.exe' process next time to see if that also solves my problem. Hopefully Acronis can use that information to look into the problem a little more.
Tyler
Tyler,
Yeah, give it a try and please let me know how it goes. This has been coming up periodically for me (every several months). I used task manager to end "service_process.exe". A new instance should get created the next time a backup runs.
Frank