Issue with backup job in my server Faulting application service_process.exe
Hi i have a job in my server and was working fine, the last week i got 2 issues with job with the same error. After restart i was able to run job perfect but the next day i got the same error. I got whole machiche to a NAS server with shared folder. I've created a new user with new credentials thinking maybe something going worng with user but i got error again.
The activity has failed due to a restart of the service.
Faulting application service_process.exe, version 12.5.1.12110, time stamp 0x5bb627c7, faulting module MSVCR120.dll, version 12.0.21005.1, time stamp 0x524f83ff, exception code 0x40000015, fault offset 0x0000000000074a46, process id 0x4844, application start time 0x01d4781437b87816.
Error code 0x0135004E+0x00142711+0x00142711
Log 1 is with previus NAS user.
I've attached the logs also
Thank you in advaced.
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Same problem here.
Done so far to try and resolve it:
- Removed and reinstalled Acronis client
- Downloaded and reinstalled Visual C++ 2013 (32 and 64 bit)
- Restarted server (of course)
- Copied msvcr120.dll from another server (made sure it is the same version)
No luck so far.
I expect a Windows update has knocked something over.
Updates installed just before the backups started to fail:
KB4457044
KB4457055
KB4457145
KB4457426
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Hello Everyone,
Build 12110 has a known issue with the following symptoms:
- The affected job is making disk-level backups to archive3 (format 12).
- The archive size is over ~500Gb.
- Product has been updated to 7.8 (build 12110).
Please confirm that all of the above conditions are met and I'll send you the download links to a custom build with the fix.
If any of conditions are not met, please contact Acronis support team to investigate the issue. The support engineers would need the diagnostic information from https://kb.acronis.com/content/45631
Thank you!
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Hello Ekaterina.
Thank you for your reply.
My client involved is indeed using the product version and archive format you describe.
The archive size however is about 200GB in size (compressed).
Nevertheless I would be more then happy to try a fix to see if it resolves the issue.
Thank you.
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Ivo ITC wrote:Hello Ekaterina.
Thank you for your reply.
My client involved is indeed using the product version and archive format you describe.
The archive size however is about 200GB in size (compressed).
Nevertheless I would be more then happy to try a fix to see if it resolves the issue.Thank you.
Thank you for providing details! My colleague has published the links HERE
Please let us know if the fix worked for you.
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Thank you Ekaterina.
And thank you Acronis team.
The latest version appears to have fixed the issue.
I now have a backup running.
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Hi i was disapointed from Acronis support with no answer, and came here to post a unorthodoxy solution. That i did is to delete or move backups and everything works fine. But now i saw that is a bug. Also this problem started in my server after 2 weeks or more and in a laptop the second try.
Im posting a SS from agent's version.
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Hi Stilianos.
I can confirm the exact same situation at my client. Started about 2 weeks ago.
First I thought it was a system error, moving backups, reinstalling Acronis etc.
I think (just a guess) it is a bug in combination with a certain patch level with either Frameworks or a Windows security patch.
Nevertheless please install the latest version of Acronis, posted in the links that Ekaterina provided.
This should bring Acronis up to version 12.5.12210
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Hi Ivo
Yes i noticed the new version.
Im thinking thah im lucky because we are in test mode in our office as IT with Acronis and this problem did not happend on one of my clients.
Think a plan that these days that the Acronis did not took back ups a Server crash or virus?!!
Big mistake for a backup program :(
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Hi Stilianos,
Have you opened a support ticket for this issue? Would you mind sharing a ticket ID? Initial response in the service provider support teams is normally very fast, so it shouldn't take weeks to resolve a critical issue.
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Hi Αικατερίνα
No i did, i though that i will got support via forum. I did'nt knew that exist support ticket! Where is that?
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Stilianos wrote:Hi Αικατερίνα
No i did, i though that i will got support via forum. I did'nt knew that exist support ticket! Where is that?
The support options very depending on the type of contract you have. If you are a Service provider, who sells Acronis Backup Cloud as a service to other companies, you can raise a support ticket with Acronis support team at https://www.acronis.com/support/contact-us/. If you've purchased Acronis Backup Cloud from one of the Service providers (Cloud reseller), you normally should contact them to report a technical issue and receive support. More details should be reflected in your contract.
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We are IT company were we bought service from https://resellers.interworks.cloud/home/
In wich of "plans" am i, 1 or 2?
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Stilianos wrote:We are IT company were we bought service from https://resellers.interworks.cloud/home/
In wich of "plans" am i, 1 or 2?
You'll need to clarify with https://resellers.interworks.cloud which support options you're eligible to receive from them.
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Okay. Thank you for your time.
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Stilianos wrote:Okay. Thank you for your time.
You're always welcome to write here as well! But for any urgent critical issues it's worth raising a direct ticket with support.
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Good day Ekaterina
I have a similar issue with Backup 12.5 Advanced Agent build (12.5.1.10330) it's a completely on-prem deployment. The problem caused a machine in a processing plant to reboot. I am busy gathering logs and sysinfo to contact support.
I have seen this issue with Data Cloud customers and have a fix from acronis for it but this is the first instance with 12.5 on-premise.
Is this a know problem with the on-premise agent? And is the a solution as I do not see the update available.
Thanks,
Nick
-Edited: I see that 11010 is out and hopefully resolves the issue - although if you could confirm as well I would appreciate it.
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Nick wrote:Good day Ekaterina
I have a similar issue with Backup 12.5 Advanced Agent build (12.5.1.10330) it's a completely on-prem deployment. The problem caused a machine in a processing plant to reboot. I am busy gathering logs and sysinfo to contact support.
I have seen this issue with Data Cloud customers and have a fix from acronis for it but this is the first instance with 12.5 on-premise.
Is this a know problem with the on-premise agent? And is the a solution as I do not see the update available.
Hello Nick,
this very fix is for Acronis Backup Cloud only, if you experience crashes in the on-premise environment, please open a support ticket for investigation.
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