Failed to find handler of the card with object type '5'

Hello Jeremy,

Thank you for your post and welcome to the forum. I will definitely assist you with your question.

Could you provide additional information about this issue because the error Failed to get Disk manager is not very clear. Could you get back to us with this report?

In case you need immediate help you can always contact our Support team directly.

I can see that this is your first post in our forum so maybe you used a different account when you posted previously.

Please let me know if you need additional help.

Thank you.

Hi,

These are the reports for the 2 computers.

the errors i have are

--------------
Log Entry Details
----------------
Type: Warning
Date and time: 4/16/2011 9:30:55 AM
Backup plan: [None]
Task: [None]
Managed entity type: [None]
Managed entity: [None]
Machine: SLL2096.sherrylabs.com
Code: 11,665,415(0xB20007)
Module: 178
Owner: Acronis Agent User
Message:
Failed to process the synchronization data received from Acronis Backup & Recovery 10 Management Server.
Additional info:
--------------------
Error code: 7
Module: 178
LineInfo: 23383ec1b1074bda
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: Failed to process the synchronization data received from Acronis Backup & Recovery 10 Management Server.
--------------------
Error code: 9
Module: 178
LineInfo: ef33655f445685a6
Fields:
Message: Failed to find handler of the card with object type '5'.
--------------------
-----------------

Then

----------------
Log Entry Details
-----------------------------------------------------------
Type: Warning
Date and time: 4/16/2011 9:40:55 AM
Backup plan: [None]
Task: [None]
Managed entity type: [None]
Managed entity: [None]
Machine: SLL2096.sherrylabs.com
Code: 11,665,415(0xB20007)
Module: 178
Owner: Acronis Agent User
Message:
Failed to process the synchronization data received from Acronis Backup & Recovery 10 Management Server.
Additional info:
--------------------
Error code: 7
Module: 178
LineInfo: 23383ec1b1074bda
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: Failed to process the synchronization data received from Acronis Backup & Recovery 10 Management Server.
--------------------
Error code: 33
Module: 162
LineInfo: a9eb70aa1c10e9c5
Fields:
Message: Failed to create the backup plan.
--------------------
Error code: 15
Module: 162
LineInfo: 554ac68586049a6d
Fields:
Message: Failed to get Disk Manager.
--------------------
------------------------

This occurs every 10 minutes on both computers.

Any news?

Hello Jeremy,

Thank you for getting back to me.

I apologize for the inconvenience but this issue needs to be investigated.

I would really appreciate if you could contact our Support team with the same logs, I am certain that we can resolve this issue.

If you have additional questions please let me know.

Thank you.

Hi,

I contacted the support team but my problem hasn't been resolved. However, i have been asked if the computers had more than one NIC card which is the case.
One is used for the network and the other is connected to a test instrument. Of course we can't unplug it.

Could it be an issue? if yes how do i resolve it?

in 2096.zip\\BackupAndRecovery\MMS\LogEvents\00000000-0000-0000-0000-000000000000 there are complaints about

>Message: Not enough privileges to perform the operation with the disks. The 'Backup files and directories' (SeBackupPrivilege) and 'Restore files and >directories' (SeRestorePrivilege) privileges are required.

This may be an issue. Check if these privileges are assigned for the user under which Acronis Managed Machine Service is run - run gpedit.msc | Windows Settings | Security Settings | Local Policies | ( Or in case if these policies are propagated from domain group policy - check them)

And the same in 3001.zip

We indeed use the domain for policies and i use the same account everywhere, an account created especially for that and with admin rights.
The same configuration works on other computers that are part of the same subnet.

Can you perform disk backup if you connect directly to these machines?

Well right now i can't even reinstall the agent on them... i used ABR-cleanup and now it won't let me reinstall.

Hi all,

thank you for your comments. Dev-anon, thank you for your help.

Jeremy, could you please specify what exactly happens when you're trying to reinstall the software? Does it give you any error, or roll back? 

We would also appreciate if you could provide us with the MSI log from the problem machine.

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!

It just fails. I use remote install. Here is the log.

Thank you for the log, Jeremy!

I've checked it, and found the error:

1: MSIGEN:TimounterInstallOperation (Proceed): InstallDriver return error 1072.

The reason for this rollback can vary. In most cases, this is caused because the old True Image Mounter Driver cannot be unloaded from the memory. This can be fixed by performing a reboot.

In case a reboot does not resolve the issue, you need to:

• Delete Acronis Backup Archive Explorer manually as described in Removing Acronis Backup Archive Explorer;
• Reboot your system;
• Re-attempt the installation.

If the issue still occurs after the reboot, then you need to remove possible (old) traces of the driver as described in Acronis Backup & Recovery 10 Agent for Windows Installation Fails with "timntr_2k.sys/timntr_64.sys is missing".

Should the issue remain, please re-gather MSI log and Acronis Info, and send it to us directly.

Should you have any concerns, please, let us know, we will do our best to help you.

Thank you!

A reboot did the trick. However my first issue is still here...

When i connect directly to the computer and try to access the disk management it throws an error "Component not found"

I guess it explains why it can't accept a job. So to answer the question: no I cannot backup even connected directly because it "fails to obtain the list of disks and volumes".

I would nevertheless check that user that runs Acronis Managed Machine Service and the user that you use to connect to the machine have the privileges to 'backup files and folders', 'restore files and folders'

Just found that out yesterday, and just realized you gave me that answer already. I couldn't access the remote computer at that moment and i forgot about it.

Sorry about that. You can close the ticket, and thanks for your help.