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Email notifications - Successful backup Acronic Backup 12.5

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Hello, I have a question about notifications. When any task is complete, no notification will be sent, but if there is any error, the notification will be sent. The "Successfull backup" checkboxes are checked. In version 12, everything was fine, but only after the update to version 12.5 only the wrong notifications were gone.

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Hello Jiri,

 

Could you clarify if you upgraded both the agent and the management server? Also, are you using just global settings for notifications or did you set them per plan as well. The per-plan settings override the global ones.

Hello Igor,

yes we have both server and console converted, all in version 12.5.7048.
Notifications are set as global as well as individual tasks, and neither option works, only errors are being sent.

Hello again,

Could you create a new test plan (backup of 1 file to local storage), set it to send on successful backup and run it. 

If the email is not sent, please check C:\ProgramData\Acronis\NotificaitonService\Logs\notification_service.log for the very last message and copy it here if you see an error.

Hi Igor,

I have the same issue.  Have upgraded from version 12 to 12.5 and redeployed the appliance so that all agent versions are 12.5 7048.  The backup server is running on Win 2012 R2.  Am backing up a VMware environment running ESXi version 6.

I have tried the following:

  • Created a new backup plan using global email settings
  • Used custom email settings
  • Restored back to version 12.0 and un-installed it then installed 12.5 with out removing logs

What does work:

  • Backups run successfully
  • Cancelled notifications work
  • Generate alerts on the following conditions (no successful backup) notification works

Have looked in "C:\Program Files\Acronis\NotificationService\" and could not find a directory called Logs.

I will try a clean installation and let you know if this is any different.

Hi Igor,

I completely un-installed Acronis and deleted the Acronis directory from Program Files.  Ran a fresh install and registered the existing appliance on the server.

Set up some global settings and created a new backup plan.  Ran the backup and the successful email was delivered. 

I will create more backup plans and run further testing and provide the results here.

I would suggest that this is not an effective fix.  I have a number of customers running AB12.0 and would not like recreating all the backup plans.

Please also note the new installation didn't create a "Logs" directory that I could find.

I've recreate the rest of my backup plans and tested some of them to confirm email notifications are working.  Please let me know if you find a better way to resolve this issue.

I had to uninstall Acronis AB12.5 and delete the Acronis directory from the Program Files directory.  I restarted the server and ran a fresh install.  Then recreated the backup plans.

When uninstalling make sure you tick the option to delete the logs and config.

You may also want to try backing up the backup plans in 12.5 before you uninstall it.  After reinstallation you shouldn't have any backup plans showing.  Try creating a fresh backup plan then test.  If this works OK maybe try importing the backup plans and see if this works too.

 

Seriously? Thats way too much effort for such a issue. But thank you Mark for the guidance!

Hope there will be an answer from the acronis team, how to solve this without reinstalling.

Hello Mark,

Thank you for the detailed troubleshooting. We were able to reproduce the issue (internal ID ABR-132350) and our developers are looking into it. I will update the thread when I have more news.

Hello everyone,

This will be fixed in a future update, but our developers have created a workaround in the meantime:

  1. Please download the script here: https://access.acronis.com/t/hmbjlnjn

  2. Then run it on your AMS installation with the below command:

  3. acropsh delete_counter.py

  4. Restart the Acronis Service Manager Service

Thank you.

Indeed, that workaround works, BUT:

The sys tray icon of Acronis 12.5 disappears. Now you can access Acronis web portal via Program Icon only.

Hello,

Edit: sorry, wrong thread reply.

But the workaround shouldn't effect the Backup Monitor in any case. What happens when you run it from the start menu?

Thanks!

Then it starts. But aber every reboot isn't any longer in the autostart group.

Very strange. The python script I provided works purely on some structures in our internal database to remove an incompatible legacy entry. I could maybe see this having some sort of effect on the internal service function (like if it started and then failed with an error), but our script cannot affect anything on the OS level like autostart menu items.

 

BTW, the script and instructions can now be found here: https://kb.acronis.com/content/59868

 

Thank you!