Managed Machine Service

I found these two logs as well.

<?xml version="1.0" encoding="UTF-8" ?>

AcronisSDK.dll

C:\Program Files (x86)\Acronis\BackupAndRecovery\mms.exe

2147942526

C:\Program Files (x86)\Acronis\BackupAndRecovery\mms.exe

<?xml version="1.0" encoding="UTF-8" ?>

<?xml version="1.0" encoding="UTF-8" ?>
<log uuid="E93928C6-4AED-4EEC-B84D-5CBC1D5437CE" product="Acronis Backup &amp; Recovery 10 Management Console" version="10.0" build="11345" >
    <event id="1" level="4" module="193" code="3" time="1267579363" message="The configuration file is invalid.: C:\Program Files (x86)\Acronis\BackupAndRecoveryConsole\TrueImageRemoteConsoleFull.config" line_tag="0x4859897186CAF484"/>
</log>

<?xml version="1.0" encoding="UTF-8" ?>
<log uuid="41ED91FA-FA06-47AB-AAD2-9730514C603B" product="Acronis Backup &amp; Recovery 10" version="10.0" build="11345" >
    <event id="1" level="4" module="0" code="1" time="1267575649" message="Cannot load the dynamic library." line_tag="0x384A6390DFD2E5D9">
        <field name="token" type="TString">
            AcronisSDK.dll
        </field>
        <field name="$module" type="TString">
            C:\Program Files (x86)\Acronis\BackupAndRecovery\mms.exe
        </field>
        <event id="2" level="4" module="0" code="65520" time="1267575649" message="The specified module could not be found" line_tag="0xBD28FDBD64EDB8BC">
            <field name="code" type="TULong64">
                2147942526
            </field>
        </event>
    </event>
    <event id="3" level="4" module="185" code="10" time="1267575833" message="Error: Failed to initialize server." line_tag="0xB957662F70A226A">
        <field name="$module" type="TString">
            C:\Program Files (x86)\Acronis\BackupAndRecovery\mms.exe
        </field>
    </event>
</log>

Hello Keith.

We're really sorry for the delays with the response and for the level of support you got. We'll do our best to prevent such situation from happening in future.

I've contacted the responsible manager and notified him about your case #00507026, so it will be handled as soon as possible.

Once again, please accept our profound apologies for the inconvenience you experienced.

Please let me know if you have any additional questions.

Thank you.

I'm having the exact same symptoms, can anyone post a resolution on here?

Thanks

Mike

I would love to post a resolution but I still do not have one. The case was escalated to tier-2 support on 3-17-10 but I've yet to get a response. If you don't mind what type of system are you running it on? I am using an HP EliteBook 8530w running Windows 7 Pro 64bit. I am just curious to see if you might be running a similar system.

Thanks for the reply,

This customer is running Vista x32 desktop on clone hardware.

Maybe I'll open a case of my own on Monday.

I have this very same issue ---------------------------------------------------------------------------------------------------------------------------------------------------------------
Error
---------------------------------------------------------------------------------------------------------------------------------------------------------------
Cannot connect to 'localhost'.
---------------------------------------------------------------------------------------------------------------------------------------------------------------
Details
Code: 11,337,731(0xAD0003)
Message: Error: Failed to establish local connection to Acronis Managed Machine Service. Make sure that the service is installed and its status is Started.

Code: 196,610(0x30002)
Message:

Code: 65,520(0xFFF0)
Message: The system cannot find the file specified

---------------------------------------------------------------------------------------------------------------------------------------------------------------
Please post a resolve, thanks!

I am running hp win 7 premium 64bit

Found that if I manually install the Acronis Windows Agent, the problem got fixed.

Hello all,

I am terribly sorry for the inconvenience, but I will do my best to get this issue resolved for all of you.

As I mentioned in one of my previous posts, the most common cause of this specific problem is the following:

1. The Acronis Managed Machine server did not install/update properly, to fix this issue, I would recommend running the installation file and update the Windows agent component. That is why Tim Uckotter's installation of the agent fixed this problem. The necessary components were updated and started working properly.

2. Another reason for this problem could be, that the Acronis Managed Machine service needs some time to start. Sometimes it can be up to 5 minutes depending on specific software configuration. We are currently investigating why this issue occurs sometimes.

If none of my solutions work then this will require additional investigation from our side. Please submit a support request with the AcronisInfo report. Please ask for this issue to be escalated to our Expert Team and mention this forum thread.

Thank you all very much for your patience.

Please let me know if you have any other questions.

Thank you.

I will try to manual install of the agent and post the results. So far I have installed the complete package about 5 times and used the backup and recover clean-up tool from Acronis the last few attempts. I received a email this morning from Tier 2 askign the following:

"Could you please check the following folders?

C:\ProgramData\Acronis\BackupAndRecovery\MMS\LogEvents
C:\ProgramData\Acronis\BackupAndRecovery\MMS\LogContexts

Please let me know how many files you have in those folders and the amount of disk space they use. If there are more than 100 Mb, please delete all files from that folders leaving the folders themselves and try to restart MMS service."

I did not have these folders but others of you might.

Hello all!

Thank you for your comments and your patience, we really appreciate that.

I just wanted to add, that "Failed to establish local connection ..." error is a generic one, and will always appear in case something's wrong with the service. Thus it doesn't give much information, since it may have been caused by several different issues. So in such cases we would appreciate if you could kindly collect the following information: 

1. Acronis Info (as mentioned by Anton)
2. Windows Event Logs

This information will allow us to identify the exact cause of the problem and find an approriate solution. Please submit a support request, as Anton suggested, and let us know the case numbers (this will allow us to make sure that it is handled in a proper way).

I would also like to add that solution, posted by Keith, will only work in case the problem was caused by high RAM overuse (over 2 gb) by mms.exe service and will not help in any other case.

We'd also like to mention that we are about to release the new update for Acronis Backup and Recovery product line, which will address majority of issues reported by our customers.

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!

Same problem here. Have case open with Acronis support. Windows 2008 x64 Enterprise servers. Had this happen so far on 6 machines.

1) Reinstall Agent as suggested above - did not fix the problem
2) Opened the logs folder mentioned above and found huge 700 MB log file. Delete the file and tried to restart the service - problem fixed!
3) Repeated step 2 on second machine - problem fixed!
4) Rebooted both machines, just as a double-check, and problem is still gone.

So the question is, what is causing this log file to be so big, and how do we prevent it from happening again? Is this something I am going to have to monitor and manage every couple of weeks?

Nelson

The problem came back after starting a job (which had not run for about a month becasue of this problem) - so I guess the problem is not fixed and I am back at square one.

Nelson

How much memory is your mms.exe process using? Mine worked its way up to a 1GB in about 3 minutes and then crashed. I am hoping the new release coming out shortly will fix this for everyone.

Checking into if further, I found the huge log file was back again. After deleting it a second time, it starting working again. So something, perhaps the backup job, it creating this huge log file (in less than an hours time) causing the MMS service to starting failing.

Nelson

I am running a backup now on a second machine and it is growing - good catch Keith. Can you say "memory leak"! Mine is now at 475 MB and still growing. Checking the log file, it is growing too. Does Aconis even have a QA department? I mean this is pretty bad to have such visible bug and not catch it before releasing it to the public.

Nelson

 Hello all,

My log, from the backup I ran yesterday, has nothing in it. All it says is:

----------------------------------------------------------------
Message:
Task 'Full backup' changed its state from 'idle' to 'running'.
----------------------------------------------------------------

When I export to XML - same thing. The XML file just states the above message.

Nelson

Thank you.

Turns out in our case, it was the XML parser that was causing the problems, re-installing it fixed Acronis.

However, it caused many other problems in the system, such as MS office was damaged to where it wouldn't open, IE would have problems rendering pages, and just other system oddness. We ended up wiping the system after that.

Hope your results are better.

Hello all,

Thank you for posting. 

Nelson and Keith,

Are you able to provide us with the appropriate log files of huge size (please see post #17)? Your attention in this matter will be greatly appreciated. 

Mike,

Thank you for your notes. 

We are looking forward to hearing back from you. If the provided information is not clear or if you have any other questions do not hesitate to post them and we will be glad to answer.

Thank you.

Sorry, no I have not. However I did call technical support and here is what we determined:

Because of some problem with my Backup job, in this case we believe the secure zone was full, the backup eventually "fails" and fills up the log file mentioned previously in this post (instead of just cancelling the job). Additionally the MMS service grows in memory size usage (near 1 GB or more) when this happens. I deleted all archives in my secure zone and deleted my backup job and recreated it and everything is working correctly again.

I am now waiting to see if the Secure Zone fills up again and eventually causes this to problem to happen again. My understanding is that previous versions of TrueImage automatically overwrote the secure zone when it filled up. The new version does not do this.

Nelson

I just recieved this from technical support this morning:

"...The clean up "when there is insufficient space" option has been added just recently to support cases when the backup is saved to some external drives and for Acronis Secure Zone this option may not work, so you should change it to "Clean up using retention rules" and set it up accordingly."

I was using the "when there is insufficient space" for my job which may explain why the secure zone filling up an eventually causing the MMS service to hang due to large log files. I am going to change it to "Clean up using retention rules".

Nelson

Here is a detailed solution to the problem (for my particular problem):

Acronis Secure Zone had filled up and was not deleting older archives that I had thought it would do. When a job would run, it would hang because the SZ was full. This created a very large log file in the "\ProgramData\Acronis\BackupAndRecovery\MMS\LogEvents" and/or "\ProgramData\Acronis\BackupAndRecovery\MMS\LogContexts" folder (I forget which one). This huge log file causes the MMS service to hang up and give you the "Cannot connect to 'localhost'" error. Deleting this log file allows the service to start normally, but eventually the problem will happen again if the the SZ problem is not fixed.

The overall cause of my problem was several things:
1) My job option "Error handling" was set to "Do not show messages and dialog boxes while processing (silent mode)"
2) My job option "Clean up archive" was set to "When there is insuffiecent space while backing up"

This combination causes it to fail. Apparently there is a "bug" that if you are running with Error Handling set to silent mode, it never kicks off a notification to the Clean up archive task and hence the job just sits sitting filling up the log file and eventually killing the MMS service. Alternatively, you can leave silent mode on but set the "Clean up archive" to "Use retention rules" which uses a scheduled task to clean the archive instead of relying on a notfication from the job.

I hope this helps others. I found this solution by gathering information from a few posts other people had made and eventually calling and working with Acronis Tier-2 support.

Nelson

Hello Nelson,

Thank you very much for the provided information, it is very useful. Our QA Team is working on the issue, we are trying to reproduce it for a further troubleshooting. 

Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Hello Nelson,

Our QA Team requested some additional information. 

Could you please run AcronisInfo file on the computer on which you have experienced the issue? Please send me the gathered file via  Private Message. 

We are looking forward to hearing back from you.

Thank you for your consideration.

Hello all,

I would like to update this thread.

Our QA Team was able to reproduce the issue with build #11345. We tried to reproduce it under the same conditions using the latest build available for now # 11639 with no luck. 

Therefore, should you experience the same issue (Acronis Backup & Recovery 10 produces log files of enormous size and then the error "The managed machine service is unavailable" appears), please update the program to the latest build. You can learn more on how to download the latest build in this article. 

See if the issue remains. If the issue still persists, please obtain the required files (the description  on how to obtain them is available in post#17 of this thread) and attach to your post.

 Please do not hesitate to ask additional questions if the provided information is not clear or you need a further assistance. 

Thank you.

Hi All,

I had the exact same error this morning. I browsed around the forums as there are several threads that discuss this issue, and I was able to track down what my issue was.

There was discussion about log files being too large and services / processes taking up over 1GB of memory (mms.exe).

There was also discussion about a missing "Acronis Managed Machine" service, which was indeed missing in my case.

Following the suggested instructions worked for me:

1. I extracted the *.msi file for the Windows Agent from the Acronis installation package
2. I then ran the installation for the Windows Agent. I took note of where it was installing to, and I noticed that the installation planned on creating a new folder within Program Files\Acronis, which bascially let me know that something did not get installed when I did my original setup.
3. I successfully installed the Windows Agent, and when I go back into Acronis I can now connect to my local machine ("manage local machine" button) with no error popups.

I am running Windows Server 2003.

Hello Jeremy!

Welcome to Acronis Forum, we are glad to greet you here!

Thank you for finding time to leave a comment and share your experience with us! The information you have kindly specified is very useful and, I'm sure, will help a lot of other Forum Members. We really appreciate your cooperation.

Please don't hesitate to let us know in case you need any assistance or have any questions - we will be glad to help!

Thank you.