Server is offline after a couple of day

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Beginner
Messaggi: 5
Commenti: 6

I have a problem with one Windows 2012 R2 server, after I install the Acronis backup client the server is going offline after a few weeks in the Baas overview. And its stopping making backups. Solution is to remove the client and install again, how can I solve this problem? (This happens only on one server, all other windows machines are working fine).

What I did

- Uninstall and remove all in program files and program data

- Check firewall connectioin

Best regards,

Eric

Mar, 11/03/2015 - 18:45
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Messaggi: 7
Commenti: 166

Hi Eric,

There can be 2 major reasons why the agent is shown as offline in the console:

 

  1. Agent registration parameters changed, old machine ID does not sync anymore

In this case when you re-install the agent, you assign a new ID to this machine and then register it anew. Then after a few weeks something happens on the machine locally that changes these settings and it is not synced anymore.

You can check whether it is true by re-registering the agent with the same ID in Acronis Backup Cloud following https://kb.acronis.com/content/55244.

 

  2. Sync between the agent and the Backup Management Server is blocked

Agent pings the Backup Management Server once in a while and sends statistics about completed actions. If there is something blocking these statistics and connections on the machine, it will go offline.

Here please check that when the machine is already offline:

  • it can reach out to all necessary servers: https://kb.acronis.com/content/47678
  • all necessary ports are open at all times: https://kb.acronis.com/content/47189
  • no antivirus software blocks the folder C:\ProgramData\Acronis\ and it's subdirectories (temporary files will be created in C:\ProgramData\Acronis\BackupAndRecovery\Temp, C:\ProgramData\Acronis\BackupAndRecovery\MMS\Outbox and C:\ProgramData\Acronis\BackupAndRecovery\MMS\Inbox)

 

If it is not the second case and you don't manage to identify the root cause, please create 2 system reports from the machine: one when the machine is offline and one when you re-register or re-install it and it is online, so that support team can compare the two and localize the problem, and submit a new case.

Thank you,

Mer, 11/04/2015 - 08:39
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
Beginner
Messaggi: 5
Commenti: 6

Hi Dmitry,

Thanks for your reply. Solution was to reregister the client by using https://kb.acronis.com/content/55244. What can I do to prevent that this will happen again?

Best regards,

Eric

Lun, 11/09/2015 - 08:25
truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
frestogaslorastaswastavewroviwroclolacorashibushurutraciwrubrishabenichikucrijorejenufrilomuwrigaslowrikejawrachosleratiswurelaseriprouobrunoviswosuthitribrepakotritopislivadrauibretisetewrapenuwrapi
Messaggi: 7
Commenti: 166

Hi Eric,

The fact that you managed to bring the client online simply by re-registering it in Acronis Backup Cloud means that the overall setup on it is correct and the problem is not trivial. Please submit a support case with a system information from this client. We would need to first localize what causes it to go offline to fix it for good, support team will assist you with that.

Thank you,

P.S. If the agent is not up to date, it makes sense to reproduce the issue first, then update and reproduce it again to make sure whether the issue is gone. If you update immediately then you'd have to wait another month before you are sure.

Lun, 11/09/2015 - 09:06
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