Scheduled tasks - using agent not running

Dear Shane!

Thank you for reporting about the issue! I understand the issue and will do my best to help you with it.

We do really have Scheduler updated in the latest 12457 build, so in case it's not working we need to find out why. Could you please gather the following data Acronis Info from the AMS and Agent machine and submit it alongside with the support request. Keep in mind that should there be any procrastination with the reply, you can always specify us the case number. We will do our best to speed up the process.

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!

Please find attached files using AcronisInfo.exe

AcronisInfo_hryfs01 :- AMS/Licence Server/Management Console - SRV2003R2/DC/DNS/DHCP/AD
192.168.70.1 (Static IP)
AcronisInfo_logger :- Client PC where acronis agent is installed - WIN XP SP3 (Domain PC)
192.168.70.4 (Static IP)

Many thanks
Shane

Dear Shane!

Thank you for your cooperation and for the information attached!

We've checked the logs and here what we have: 

 <event id="2" level="2" module="9" code="109" time="1285153201" message="Failed to run the task: conditions are not met." line_tag="0x652A61E599F14D5E">
  <field name="$module" type="TString">

Unfortunately we do not have the screenshots of the policy settings, but this error allows us to assume that either you've set the conditions that doesn't match the reality (or chosen the option "Not to start the task until conditions are met") and the backup doesn't start.

We would suggest you to do the following: 

1. Delete the policy entirely
2. Go to the Agent machine
3. Download Acronis Scheduler Manager. Open command prompt (Start -> Run -> cmd); run schedmgr.exe and issue the following command:
   task zap
   This will erase all traces of the tasks.
4. Recreate the policy checking all the options
5. Redeploy the policy

This should solve the issue and the task should run upon schedule.

I would appreciate if you could try this soltuion and check whether the issue persists. Should it remain, please regather the info and send it to us again.

Should you have any additional concerns or questions - let me know, I will be glad to address them!

Thank you!

Thank you for the quick reply.

I have followed the steps and done the above. I have now re-created the scheduled task.

I have created a schedule to backup every two hours so will monitor this today. Any further failures i'll post back.

Many thanks
Shane

The same again:-

I can connect via AMS to the remote machine, so this rules out mms.exe. I can remotely run the task on the logger - Full backup, this also works. I can again run commandline and backup to the network Path on HRYFS01, this also works so not a credentials problem. I have checked the endpoint firewall, both agent.exe and mms.exe are allowed on the network, TCP ports have also been opened up. I have checked the group policies on SVR2003R2, RADIOYARE\Acronis, NETWORK are allowed to run as service on the network. I have run zap task on the client. The scheduling running via the agent is still not working. Incase of any GPO not applying for RADIOYARE\Acronis to logon as a service I have run gpupdate /force on the Sever and Client machines. I'll grab the logs again and re-send.

The network has been off for a week. Will re-look at this again...

Please find the attached log files. I have run taskzap on the client and re-created the backup task. If I force run it via AMS to the logger pc and list tasks run, it will work. Still not running on schedule though?

Looks like scheduler has started to list some errors!!

Log Entry Details
Type: Warning
Date and time: 04/10/2010 12:49:08
Backup plan: [None]
Task: [None]
Managed entity type: [None]
Managed entity: [None]
Machine: hryfs01.hospitalradioyare.com
Code: 10,747,923(0xA40013)
Module: 164
Owner:
Message:
During update of backup policy 'logger_c_', the agent on managed entity 'logger.hospitalradioyare.com' has failed to update the backup plan.
Additional info:
--------------------
Error code: 19
Module: 164
LineInfo: 98e4081e93d41a80
Fields:
Message: During update of backup policy 'logger_c_', the agent on managed entity 'logger.hospitalradioyare.com' has failed to update the backup plan.
--------------------
Error code: 37
Module: 162
LineInfo: a9eb70aa1c10ea4d
Fields: $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: Failed to update the backup plan.
--------------------
Error code: 34
Module: 162
LineInfo: 5ff111dc99e03d81
Fields:
Message: Failed to create the archive.
--------------------
Error code: 640
Module: 64
LineInfo: a1d3981537c6870c
Fields: IsReturnCode : 1, $module : C:\Program Files\Acronis\BackupAndRecovery\mms.exe
Message: Failed to open the metadata directory.
--------------------
Error code: 36
Module: 64
LineInfo: 97675718d2b52ce2
Fields: path : RADIOYARE\Acronis
Message: Failed to set the logon information for the backup location.
--------------------
Error code: 20
Module: 4
LineInfo: f35f747b3b21faee
Fields: function : WNetAddConnection3W, filename : \\hryfs01\acronis
Message: Access to the file is denied.
--------------------
Error code: 65520
Module: 0
LineInfo: bd28fdbd64edb8bc
Fields: code : 2147943726
Message: Logon failure: unknown user name or bad password

Dear Shane,

Thank you for your comments and for keeping me posted, I appreciate it.

It looks like the Scheduler got messy (and quarreled with AMS), but we can clear it out. Let's try the following: 

1. Revoke the backup policy from the problem machine via AMS
2. We've updated today the Scheduler, so we'd appreciate if you could install the newer version (458) as mentioned here
3. Perform task zap once again
4. Stop MMS services and delete or rename to MMS_old the following folder: \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\
5. Make sure that the proper credentials are provided for the target machine
6. Restart MSS and apply the backup policy

This should help to resolve the issue. Please kindly try the solution and let me know the result. I'd like to guide the issue till its complete resolution.

Thank you once again for your cooperation and patience.

Thanks for the reply.

I have installed the new version of the scheduler on both the client and server, have restarted MMS and Acronis Agent.

I have created a backup task and have successfuly applied it. This was scheduled to back up after deployment and this worked!!! All good so far. I'm now going to ammend the backup policy and schedule this to back up every three hours. I'll post the results......

Many thanks
Shane

No backups were created between the hours of 00:00 and 06:00, there should a least have been three as these were set as a custom task to backup every three hours from 00:00 effective from 04/10/10. I have checked in AMS and there are no log warnings for a failure of a task. I have also checked in AMS for the logger and no errors either? This is a little frustrating! Next backup is scheduled for 09:00.... let's see what happens.

I'll send AcronisInfo logs again.......

Many thanks
Shane

Please find the attached logs:-

Many thanks
Shane

Dear Shane!

Thank you for your comments and for the information attached.

I completely share your concern and understand that the situation can be very frustrating. I've carefully checked the logs and found no indication of the error, so I had to forward the case to the Development team. Currently they are reproducing the issue. It may take a while, but they will definitely contact you as soon as they have any news.

I will keep tracking the case and notify you if I have any news. I'm really very sorry for you've faced this issue, and I'll do my best to speed up the process of resolution.

Thank you once again for your cooperation and patience.

Let me know in case there's anything else I can help you with.

After some further testing I can confirm the following:-

1/ I can connect to logger pc via the Management Console (AMS)
2/ I can create a local backup task on the logger pc and schedule this to run at a specific time and it works
3/ The back is created on a server share :- hryfs01\Acronis\logger\.....

The issue I appear to be having is when I create a central backup task on HRYFS01 and apply it to an individual machine (logger). The Policy deploys without error but the scheduled tasks doesn't run or error.

Hope this helps your developers further:-

HRYFS01 - Windows Server 2003R2 32bit Std, DNS, DHCP, AD, Symantec Endpoint 11.
logger - Windows XP SP3 32bit

Credentials on the logger for the backup plan don't appear to be sticking?

I have now added to our Windows Server2003R2 32bit in the control panel\stored user names and password - User name and password for RADIOYARE\Acronis for both hryfs01 and logger.

I will monitor the backups to see if the credentials drop off. My current backup plan should run every three hours.... but stopped this morning at 6am after completing and never restarted. The previous backup to that I started at 6pm ish????

I will un-install acronis on both the server and client and re-install this afternoon. I'll also use the updated scheduler....

I'll let you know the results and what I done...

Same issue as first reported, this time on another PC. Same symptoms?

This time Acronis was fully uninstalled and re-installed. I can again connect to AMS then to the library PC and fire off the backup but running via a scheduled task with a central backup policy applied to an individual machine doesn't appear to work. There are no errors listed in the log on our library PC or in the central console.

All PC's - Windows XP SP3 with Symantec Endpoint 11 AV/FW protection.

I have now re-checked the server share where the backup's should be written to and I can see that the library pc DID write a LCK file after the re-install yesterday. I have checked the library PC's agent status and it is stuck at 0% Pending? - operation 147 ' creating partition image' code 66,040 (0x101F8) module 1.

Just adding to my post again :-(

When arconis is uninstalledusing add/remove the following files/folder/logon/services were left behind. So not really a clean uninstaller.

1/ Add/remove programs ->
Acronis Wake-On-LAN Proxy -> remove -> yes
Acronis Licence Server -> Remove -> Yes
Acronis Management Console -> Remove -> Yes
Acronis Management Server -> Remove-> Yes

2/ At no stage was there a prompt to reboot the server?

3/ Check Window Services related to Acronis -?
SQL Server (ACRONIS) -> Stop

4/ Run - Microsoft SQL Management Studio Express 2005 -> check for databases?
Databases ->
acronis_cms
acronis_cms_archives
acronis_cms_cards
acronis_cms_logs
acronis_cms_stats
acronis_reports

These need to be deleted and old info-removed

5/ Check Server/PC for remaining Acronis folders/components, these were not removed
C:\Program Files\Common Files\Acronis
C:\Documents and Settings\All Users\Application Data\Acronis

6/ Check SQL for Acronis instance and remove it? Have used InstallUtil.exe

7/ Check registry for Acronis comonents

8/ remove Active Directory user info -> these account still listed
Acronis Agent User
ASN User
AMS User
Acronis (Service account)
SQLServer2005$MSSQLUser$HRYFS01$ACRONIS

7/ reboot Server/PC

The uninstall/remove from the add/remove programs isn't very clean!!!

I have now re-installed Acrois B&R10 Adv Workstation. This fault is somthing to do with the full installer and SQL accounts.

I have installed the compontents using their own installers and added Acronis to an existing instance of SQL. An issue I have now is that when a scheduled backup tries to run it writes a LCK file to the network share and then fails to write an image. As this process never finishes no futher backups are created. I have checked all PORTS are open including SQL Ports from Client machines.

I have one error in the event log when Acronis tries to fire off, this looks like it is related as it's the time the backup starts:-

Event ID:4163
=============
MS DTC log file not found. After ensuring that all Resource Managers coordinated by MS DTC have no indoubt transactions, please run msdtc -resetlog to create the log file.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

Event:4185
==========
MS DTC Transaction Manager start failed. LogInit returned error 0x5.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

I will also install the latest version of snapapi and see what happens.

I have just connected to the Agent via AMS and have run a manual backup the client PC run without any issue.

Now waiting to see if a scheduled backup will start......

No... missed the scheduled backup again however the .meta folder has an access time of 18:05 but no LCK file visiable or .tib.

Please find the attached Acronis Logs:-

I'll run process explorer on the next scheduled backup and supply the logs

Many thanks
Shane

After deleting the tasks and re-creating them instead of amending them, a scheduled backup worked as a once only.

I have now created the task that fails on our client PC. Image the PC every 3 hrs from 00:00 to 23:59.
I also have allowed the following two applications\service through the firewall, these appeared in process monitor whilst acronis was starting. act.exe is the Acronis Task Activator.

act.exe - C:\Program Files\Common Files\Acronis\BackupAndRecovery\Common\act.exe
BackupAndRecoveryService.exe - C:\Program Files\Common Files\Acronis\BackupAndRecoveryAgent\BackupAndRecoveryService.exe

Let's see what happens now.....

A little strange :-(

The task I am creating is a custom full backup scheduled to backup every three hours from midnight 24/10/2010. I applied this policy to the client PC via a central backup task in AMS. This said it had deployed and this was done complete by 20:56 before the 21:00 backup windows. So I expected a backup to start at 21:00 as the windows should have been, ie 00:00 03:00 06:00 09:00 12:00 15:00 18:00 21:00. I have checked the plan and it expecting to backup at 00:00 on the 25/10/2010 which is correct by why did it miss the 21:00 backup?

As a recap things I have done:-

1/ Not used the created SQL instance in the full Acronis Installer but instead installed the Managed Machine Service as a stand alone and linked to a current instance.
2/ Edited group policies for DC Policy and Domain Policy so that the Acronis can log on as a Service. If upgrading re-check this as Acronis user account names as these do change. (They did for me!)
3/ Opened up MS-SQL,SQL ports and all Acronis ports
4/ Added act.exe - C:\Program Files\Common Files\Acronis\BackupAndRecovery\Common\act.exe
BackupAndRecoveryService.exe - C:\Program Files\Common Files\Acronis\BackupAndRecoveryAgent\BackupAndRecoveryService.exe to the Firewall policy along with the other mentioned Acronis apps.
5/ Installed the latest scheduler2 update.

I am expecting several backups to happen tomorrow, let's wait and see.......................

No backups again or errors logged?

Any suggestions...... this is testing my patience!!

Acronis support - if you would like to remote connect to our server and client PC you are more than welcome....

I have once again deleted the task and re-created, this shows as deployed. When accessing the Client PC via AMS this shows as the task is there and ready to crate a backup at 15:00 (Today).

So I would now expect a backup at 15:00, 18:00, 21:00, 03:00, 06:00 ect. Another issue that I have noticed is then when connected to the Client PC via AMS and using the Personal Vaults (network share) it asks for the user id and password x3 before it can get connect to get the information.... Could be a timing issue if it can't connect? Is there a setting for this??

Many thanks
Shane

No backups again or errors logged! It says the next backup is scheduled for 18:00....

Once again the scheduled backup has been missed but the .meta folder has an access time of 18:05 but no LCK file visiable or .tib.
The back up is set to run every three hours........... again manual backups are fine but scheduled backups appear to be problematic with no errors in MMS or on the client machine being listed when the backup fails, so where are the errors going????

Hello Shane!

Thank you for keeping the Community posted even while working with the Experts team! We really appreciate it!

We have logged to your machine remotely today, and currently we're monitoring the backup states. So far it looks like being fixed, but we would appreciate if you could kindly confirm it or let us know current issue state.

For the rest of Community: 

Unfortunately we cannot specify here the solution since each scheduler issue is unique one and should be investigated separately.

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!

So far so good. The 21:00 backup worked, next backups should be 00:00 03:00 06:00 09:00 12:00 ect...

If the remaining backups work, then we have a theory why they were failing. I'll post back in the moring at 09:00am UK time.

Many thanks
Shane

All backups now working fine.

As a note to all readers of this post, my issue was found out to be a scheduled task on the PC using net time running at the same time the acronis backup kicked off this prevented my backups from running. As a second point to my post acronis accounts should be created in lowercase characters as i've had authenciation issues with Active Directory when looking at a personal vault, this also proves the same with subdirectories that backups are pointed to.

I'd like to thank Acronis support for fixing my problem...... Think we can close this one now!!

Dear Shane!

You're more than welcome, it's been a pleasure! Thank you for your cooperation, and for keeping the rest of the Community posted, we really appreciate it!

We're sure that from now on everything will be working fine, but should you encounter any issue or have any new questions - don't hesitate to contact us again, we will be happy to assist you!

Thank you!