How to switch from Acronis Backup 11.5 (Acronis Backup & Recovery 11.5 Stand-alone) to Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5 Advanced).

This article applies to:

• Acronis Backup 11.5 (Acronis Backup & Recovery 11.5) build 37975 or later

Introduction

Starting from build 37975 you can upgrade your Acronis Backup 11.5 (Acronis Backup & Recovery 11.5) from a stand-alone edition to an advanced edition without reistalling the software.

(!) You need a full license of Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5 Advanced) or an upgrade license and a full license of a previous advanced edition.

(!) You cannot upgrade from Acronis Backup & Recovery 10/11 (Stand-alone edition) to Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5 Advanced) having only an upgrade license without a full one.

Description

Do the following to perform the upgrade:

Change license

On each machine where you want to upgrade Acronis Backup Advanced, change a license as follows:

1. Run Acronis Backup. On the Help menu, click Change license. Click Change to the right of License for backup of disks/files:
   
2. Click Change and select Use the following license keys. Enter the new license keys for this machine.
   
3. Click OK to apply the new licenses:
   
4. The licenses previously assigned to the machine will be revoked and the management console will restart. Now, you can connect the console to a remote machine and connect to this machine from a remote location.

Install the Management server

1. Download the setup program of Acronis Backup Advanced from the Acronis website as described in Downloading the Latest Build of Acronis Software.
2. Install Acronis Backup Management Server on a machine running Windows. It is acceptable to install the management server on one of the machines where you have upgraded the product. Run the setup program, and then click Install Acronis Backup:
   
3. After accepting the terms of the license agreement, click Modify:
   
4. In the components tree, select Management Server:
   
   Follow the on-screen instructions. In most cases, you can leave the default settings.
   For detailed information see Acronis Backup Advanced: Installation.

Add the upgraded machines to the management server

1. On any machine where the product was upgraded, run Acronis Backup.
2. Click Connect to a management server and type the server name or IP address. If prompted for credentials, specify the user name and password of a user who is a member of the Acronis Centralized Admins and Acronis Remote Users groups on the management server. In the Navigation tree, select  Machines with agents:
   
3. Click Add a machine to AMS or Add multiple machines on the toolbar:
   
4. Add the upgraded machines.

More information

Now you can create centralized backup plans to backup data from multiple machines: Creating a centralized backup plan.

First you should upgrade the components for centralized management, then Acronis Agents if these are on separate machines

This article applies to:

• Acronis Backup 11.5 (Acronis Backup & Recovery 11.5)
• Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5 Advanced)

Introduction

Components of Acronis Backup 11.5 can only be installed over components of Acronis Backup & Recovery 11 or Acronis Backup & Recovery 10 Build 11639 (U2) or higher.

If you have all Acronis Backup & Recovery components on one machine, you can upgrade them all in one go - see:

• Acronis Backup & Recovery 11.5: Upgrading from Previous Editions

If you have Acronis Backup & Recovery components installed on separate machines, it is recommended to first upgrade the components for centralized management and only then Acronis Agents.

There may be a transition period where in the infrastructure you will have both Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5 Advanced) and components from previous versions, which is normal: Acronis Backup & Recovery 11 Agents and Acronis Backup & Recovery 10 (build 11639 or later) Agents are compatible with components for centralized management of the version 11.5.

Solution

If you have each of the components installed on a separate machine, the recommended Acronis Backup & Recovery 11 upgrade sequence is:

1. Upgrade Acronis Backup & Recovery Management Console.
2. Upgrade Acronis Backup & Recovery License Server.
3. Upgrade Acronis Backup & Recovery Management Server and Acronis Backup & Recovery Storage Node.
   All these components can be upgraded as described in Acronis Backup & Recovery 11.5: Upgrading from Previous Editions.
4. Upgrade Acronis Backup & Recovery Agents - both local and remote upgrade installation is supported:
   • Acronis Backup & Recovery: Preparing the Machine for Remote Installation
   • Acronis Backup & Recovery Advanced: Upgrading Acronis Agent Remotely (remote)
   • Acronis Backup & Recovery 11.5: Upgrading from Previous Editions (local)

More information

See also Acronis Backup & Recovery Is Now Acronis Backup: Renaming Table and Simplified Licensing Policy.

アクロニス ウェブサイトからのサポートの利用方法

説明

サポートをご利用になる際には、まず、アクロニス ウェブサイトにアクセスしてください- 通常、お客様のロケーションに応じて、ローカルのアクロニス ウェブサイトに自動的にリダイレクトされます。リダイレクトされない場合には - ページトップにある[国 / 地域を選択してください] ドロップダウンメニューから該当するものをお選びください。その後、[サポート] タブに進みます。

ここでは、頻発する問題への対策が記載されたオンライントラブルシューターを利用したり、ナレッジベースの検索やソリューションの検索を実行することができます。

サポートへの連絡

オンライントラブルシューターやナレッジベースで解決策が見つからない場合には、[サポートへ連絡]をクリックして、カスタマーサポートページに進んでください。

最初に問題の種類をドロップダウンメニューから選択して、解決策や、利用可能なサポートオプションを表示します。

• 技術的な問題 / 質問 - 製品版および試用版の製品に関する技術サポートを利用することができます。サポートのご利用には、 マイアカウントへのプロダクトキーの登録が必要になります。
• 購入前 / ライセンスに関する質問 - ライセンスに関する質問や、どの製品を選択するべきか、また、ディスカウントやプロモーション、キャンペーンについてなど、技術面以外に関するご購入前の質問を受け付けます。
• マイアカウント / プロダクトキーに関する質問 - ウェブサイトやマイアカウント、プロダクトキーに関するご質問を受け付けます。

お客様がお持ちの製品やサポートプログラムによって、より適切なオプションが表示されますので、[お問い合わせ] のウィザードを実行する前に、マイ アカウントにログインなさることをお奨めします。マイアカウントをまだお持ちでない場合には、Registration at Acronis Websiteをご参照ください。

(!) 技術的問題に関するサポートをご利用いただく場合には、マイアカウントへの製品のプロダクトキーの登録が必須となりますので、ご注意ください。参照 Registering Acronis Products at the Website

より多くのサポートオプションをお求めの場合には、こちらから、「アクロニス サポートプログラムの購入」をご参照くださいPurchasing Acronis Support Program。

製品アップデート

製品アップデートページから、お使いのアクロニス製品の最新アップデートをダウンロードすることができます。

主要製品のアップデートが一覧表示されます。それ以外の製品のアップデートについては、もっと表示するをクリックしてください。

(!)最新アップデートにアクセスする場合には、マイアカウントにログインしてください。

ドキュメント

ユーザーガイド、インストールガイド、その他の製品関連資料はドキュメントページからダウンロードすることができます。

このページには、最新のアクロニス製品の資料が表示されます。その他の製品の資料につきましては、以前の製品に関する資料をクリックしてください。

追加情報

こちらの記事もご参照ください:

• Acronis Website User Guide
• Acronis Customer Support Handbook

Decrease HKEY_LOCAL_MACHINE\Software\Acronis\BackupAndRecovery\TapeLocation/WriteCacheSize by 2 (min.value 16384)

This article applies to:

• Acronis Backup Advanced (Acronis Backup & Recovery Advanced) 11.5

Symptoms

1. You create a backup plan and select to store your backup on tapes.
2. Alternatively you want to export a backup to tapes.
3. Operation fails with error:
   Error code: 3
   Module: 329
   LineInfo: 1cd98aae889424f9
   Fields: $module : disk_bundle_tape_off_glx_pic_38351
   Message: Backup has failed.
   --------------------
   Error code: 1060
   Module: 1
   LineInfo: b43e776571144dec
   Fields: $module : disk_bundle_tape_off_glx_pic_38351
   Message: Failed to commit operations.
   --------------------
   Error code: 4
   Module: 7
   LineInfo: 9d2de1f088cbc55a
   Fields: $module : disk_bundle_tape_off_glx_pic_38351
   Message: Write error.
   --------------------
   Error code: 3
   Module: 4
   LineInfo: c41defba28f4d16f
   Fields: $module : storage_server_vsa64_38351
   Message: Error occurred while writing the file.
   --------------------
   Error code: 65520
   Module: 0
   LineInfo: bd28fdbd64edb8e0
   Fields: code : 2147942401, $module : storage_server_vsa64_38351
   Message: Incorrect function

Cause

There are two possible causes for the issue:

• Default write operations cache set in Acronis Backup Advanced 11.5 is too large for some tape devices' drivers. See Solution 1.
• Tape device drivers were updated and the device needs to be recognised anew. See Solution 2.

Solution

Solution 1
Decrease write cache:

1. Open the Windows registry editor (Start -> Run -> regedit.exe) and navigate to HKEY_LOCAL_MACHINE\Software\Acronis\BackupAndRecovery\TapeLocation
2. Change value of DWORD WriteCacheSize to 131072.
3. Restart Acronis Removable Storage Management service.
4. Start backup.
5. If it fails, reduce the WriteCacheSize value by 2 (to 65536, to 32768, to 16384, but not lower than 16384), restart ARSM service, try backup.

Solution 2
Let Acronis Backup recognize the device anew:

1. In the tape management section select your machine.
2. Click on Detect tape devices.

More information

Please contact Acronis Customer Central if you need assistance.

Make sure you have sufficient free licenses, adjust deployment settings.

This article applies to:

• Acronis Snap Deploy 4

Symptoms

1. You start a deployment using Acronis Snap Deploy 4.
2. Deployment fails with error "License not found".

Cause

Most probably there are not enough free licenses of the specified type on Acronis License Server.

Solution

Add free licenses to Acronis License Server so that there are enough licenses for all machines being deployed.

You can also change licensing options for deployment in deployment settings: select Action -> Configure default settings -> Licensing:

• if you have both machine licenses and deployment licenses, you can set to use a license of different type automatically in case you run out of licenses of one type.
• if Acronis License Server if out of Workstation licenses during deployment, you can choose to use Server licenses instead automatically.

More information

If you have checked there are enough free licenses available on the License server but the deployment still fails, please collect system information from the machine where License server is installed: Help > Collect system information.

If the License server is installed on the machine different to Snap Deploy Server, collect System information from that machine as well.

Please contact Acronis Customer Central with this information.

Acronis Backup Advanced frequently asked questions

This article applies to:

Acronis Backup Advanced

Change the name of your SQL server.

This article applies to:

• Acronis Backup Advanced 11.5 for SQL (Acronis Backup & Recovery)
• Acronis Backup Advanced 11.5 for SharePoint (Acronis Backup & Recovery)
• Acronis Backup 11.5 for Windows Server Essentials (Acronis Backup & Recovery)

Symptoms

1. You create a backup plan with single-pass enabled to backup SQL databases.
2. Backup fails with:
   Error code: 61 
   Module: 309 
   LineInfo: 4a8728dc8a1c950f 
   Fields: $module : service_process_vs_38350 
   Message: Command 'Backing up' has failed. 
   -------------------- 
   Error code: 54 
   Module: 482 
   LineInfo: 5c71ebf434f0c47a 
   Fields: $module : disk_bundle_vs_38350 
   Message: Failed to collect all of the data required for single-pass backup of Microsoft SQL Server. 
   -------------------- 
   Error code: 4353 
   Module: 87 
   LineInfo: e4fe5c9fd5e63dde 
   Fields: $module : aaib_mssql_backuper_vs_38350 
   Message: Cannot back up SQL Server databases of instance 'MSSQLSERVER'. 
   -------------------- 
   Error code: 27 
   Module: 87 
   LineInfo: b19b368b2754d504 
   Fields: $module : ArsAgentProvider_vs_38350 
   Message: Cannot get the instance path from Microsoft SQL Server.

Cause

It seems that the SQL Server machine name was changed and therefore we are unable to find the actual instance of SQL server.

You can verify it this way:

• Start SQL Server Management Studio and connect to the instance mentioned in the error message.
• Select New Query.
• Query "SELECT @@SERVERNAME AS Instance_Path".
• The Query will return NULL intead of actual server name.

Solution

Change the name of your SQL server to the current one.

1. Start SQL Server Management Studio and connect to the instance mentioned in the error message.
2. Select New Query.
3. Execute "select * from sys.servers where server_id=0" and see if it returns something. If the result is empty go to step 5.
4. Execute:
   USE master;
   EXEC sp_dropserver 'OLDSERVERNAME';
   (where OLDSERVERNAME is the server name as listed in the name column)
5. Execute:
   USE master;
   EXEC sp_addserver 'NEWNETWORKNAME','LOCAL';
   (where NEWNETWORKNAME is the new networkname you want to assign to the server)
6. Restart your SQL server instance (right-click on the instance -> restart).

More information

Please contact Acronis Customer Central if you need assistance.

To skip the warning create a DWORD value IgnoreDriverWarnings in HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\UniversalRestore\Settings and set it to 1.

This article applies to:

• Acronis Backup 11.5 (Acronis Backup & Recovery 11.5)

Symptoms

1. You have a Windows 2012 R2 machine, which you want to convert to VM.
2. Conversion task is interrupted with a user interaction required message “Device driver ‘PCI\VEN_1000&DEV0030&SUSSYS_00000000&REV_01’ for Windows Server 2012 R2 cannot be found”.

Cause

Standard supply of Wndows Server 2012 R2 does not provide a driver for VEN_1000&DEV0030, however you don't need this driver for a virtual machine.

Solution

As workaround use Acronis Universal Restore in a special mode that ignores missing drivers:

1. Open Windows Registry: Start -> Run -> regedit.exe
2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\UniversalRestore\Settings (create if it does not exist)
3. Create a DWORD value IgnoreDriverWarnings and set it to 1.
4. Restart Acronis managed machine service.
5. Perform conversion.

More information

Please contact Acronis Customer Central if you need assistance.

How to remove completed activities and accepted alerts from database

This article applies to:

• Acronis Backup & Recovery 11
• Acronis Backup Advanced (Acronis Backup & Recovery) 11.5

Introduction

Acronis Storage Node database accumulates entries with completed activities and accepted alerts, and can reach considerable size because of this. To reduce the size of Acronis Storage Node database you can use a special script to clean up older entries.

Solution

1. Download the archive remove_history_asn.zip;
2. Make sure there are no backups running;
3. Unzip the archive and copy its contents to the Acronis Management Server folder:
   • Windows XP/2003: %ALLUSERSPROFILE%\Application Data\Acronis\BackupAndRecovery\ASN\DmlDatabase
   • Windows Vista/2008/7/2012/8/8.1: %ProgramData%\Acronis\BackupAndRecovery\ASN\DmlDatabase
4. Stop Acronis Storage Node service: 
   • Hit Win+R to open the Run window. Type in services.msc and click OK;
   • In the Services window locate Acronis Storage Node Service;
   • Right-click on the service and select Stop in the pop-up menu;
5. Execute the script remove_history_asn.bat from the folder to which you unpacked the downloaded archive;

   You can provide optional argument to the script in the YYYY-MM-DD [HH:MM:SS] format and in this case only activities and alerts older than specified date will be removed. Otherwise all completed activities and accepted alerts will be removed. 

6. Start Acronis Storage Node service.

More information

Please contact Acronis Customer Central if you need assistance.

This article provides instructions on how to troubleshoot issues with Acronis Agent for MS Exchange backup creation failures due to environment problems with Active Directory configuration

This article applies to:

• Acronis Backup Advanced 11.5 for Exchange

Introduction

This article  provide steps on how to troubleshoot issue of backup creation failure with the following error:

An error has occurred while getting the configuration of the Exchange organization

Symptoms

1. You installed an Agent for Exchange;
2. You configure a backup plan and choose Microsoft Exchange Information Store in Data to back up;
3. The process fails with the error message:
   Code: 5,965,077(0x005B0515)
   <u>LineInfo:</u> 0x43308C0AE1189F4;
   Module: arx_agent_vs_38573
   Message: A generic error of Microsoft Exchange Item Provider.
   Code: 5,963,806(0x005B001E)
   <u>LineInfo:</u> 0xE45D4302DE4B8928;
   Module: arx_agent_vs_38573
   Message: Failed to browse Microsoft Exchange Server.
   Code: 5,963,782(0x005B0006)
   <u>LineInfo:</u> 0x9F4D875A39EF5AB8;
    Module: arx_agent_vs_38573
   Message: Cannot connect to Microsoft Exchange Server.
   Code: 20,250,646(0x01350016)
   <u>LineInfo:</u> 0x8D165E86FB8195FF;
    Module: exchange_management_vsa64_38573
   Message: The Exchange management operation has failed.
   Code: 5,964,835(0x005B0423)
   <u>LineInfo:</u> 0xACF6DC4C960B8E2A;
   Module: exchange_management_vsa64_38573
   Message: The Exchange management operation has failed
   Code: 5,964,861(0x005B043D)
   <u>LineInfo:</u> 0x2A578575733B3128;
   Module: exchange_management_vsa64_38573
   Message: An error has occurred while getting the configuration of the Exchange organization.
   Code: 5,964,777(0x005B03E9)
   <u>LineInfo:</u> 0x8DE328702E57F908;
   Module: exchange_management_vsa64_38573
   Message: A generic COM error of the PowerShell adapter.
   Code: 5,964,778(0x005B03EA)
   <u>LineInfo:</u> 0x8DE328702E57F393;
   Module: exchange_management_vsa64_38573
   Message: PowerShell error details: Couldn't find the Enterprise Organization container.
      at Microsoft.Exchange.Configuration.Tasks.Task.ThrowTerminatingError(Exception exception, ErrorCategory category, Object target)
      at Microsoft.Exchange.Configuration.Tasks.Task.ProcessUnhandledException(Exception e)
      at Microsoft.Exchange.Configuration.Tasks.Task.BeginProcessing()
      at System.Management.Automation.Cmdlet.DoBeginProcessing()
      at System.Management.Automation.CommandProcessorBase.DoBegin()

Cause

There is a problem with the Active Directory configuration related to Microsoft Exchange. Microsoft Exchange System Objects container does not exist or it is invalid.

Solution

Please run Microsoft Exchange Best Practices Analyzer tool on the Exchange server machine.

This tool should be installed by default. If it is absent in the Exchange installation, you can download it from the Miscrosoft website: Microsoft Exchange Best Practices Analyzer.

Exchange Best Practices Analyzer shows the message: "No Exchange organization container was found in the domain".

Please contact Microsoft support to resolve the problem and refer to this article  for additional information. 

More information

See also Acronis Backup 11.5.

How-to install and use Acronis Backup in trial mode.

This article applies to:

• Acronis Backup 11.5
• Acronis Backup Advanced 11.5

Introduction

If you want to test Acronis Backup before purchase, you can download the trial version from Acronis website. 

You don't need a serial number for trial period. Trial mode is implemented in the product.

After purchasing a full license you will not need to reinstall Acronis Backup, only license change will be required. All settings will be kept (this means no need to recreate backup plans or vaults). Select licenses depending on the operating system the product is installed on and features you'll be using. For more information see Acronis Backup: Product Comparison and Acronis Backup: Licensing.

Limitations of the trial version are:

• Acronis Universal Restore is not available;
• Only recovery is available under bootable media;
• You cannot commit changes in Acronis Disk Director Light.

Description

1. Under Products select Acronis Backup (backup solution for small business) or Acronis Backup Advanced (for medium and large business) and click on Try now:
   
2. Select Download free trial: 
   
3. Fill out the form and click on Continue:
   
4. Download the installation file:
   
5. Start the installation file, after accepting License agreement select I want to start a free trial:
   
6. Install the product as described in these articles:
   Acronis Backup: Installation
   Acronis Backup for VMware: Installation
   Acronis Backup Advanced: Installation
7. Start the software when installation completes. You'll be prompted to register your trial license at Acronis website: 

Now you can use your 15-days free trial and 30-days free trial of Acronis Backup to Cloud.

More information

See also Acronis Backup Advanced: FAQ

Product documentation

During trial period you are eligible for e-mail and chat support. Please contact Acronis Customer Central if you need assistance.

This article applies to:

• Acronis Backup & Recovery
• Acronis Snap Deploy

Introduction

PXE (Preboot eXecution Environment) is a way to load a computer by means of network.

The boot process consists of several stages:

1. The PXE client sends a DHCP DISCOVER with the PXE options filled in.
2. The DHCP server responds with a DHCP OFFER with TCP/IP parameters.
3. The PXE client replies with a DHCP REQUEST
4. The DHCP server responds with a DHCP ACK.
5. If the DHCP server is also the PXE server, the DHCP ACK usually has the TFTP server name and boot file name. If the PXE server is a different system, there is a separate exchange of requests and replies between the PXE server and the PXE client following the initial DHCP process
6. Loader jumps to loaded image and execution started.

You can observe the booting process by capturing data transfer, e.g. with WireShark. Open Wireshark on machine with Acronis PXE and start capturing (optionally you can set to capture only UDP packets).

BIOS broadcasts DHCPDISCOVER over the network (255.255.255.255) with PXE specific options included: MAC address of the current network controller, IP address of the machine (always 0.0.0.0)

As you can see, boot agent requested DHCP lease and client's mac address is 00:50:56:ae:00:18. If there is no DHCP broadcast detected on server - please check that broadcast is enabled in firewall and on switch/router hardware. Ports 68 and 67 also should be opened.

Successful DHCP offer is on the picture. You can see that IP address, Next server (PXE server) and image file name is provided. Please note, that successful DHCP Offer not always goes after request. Check all DHCP offers until you find the successful one, where all field are filled in. For example on this screenshot only the third offer is OK:

After client received IP address of PXE server and filename, it has to download it in order to run. It starts from read request as shown on the screenshot:

The download process initialized via TFTP (Trivial File Transfer Protocol). Typical file transfer process is shown on the following pictures:

Troubleshooting

Prerequisites

1. In order to boot from network, the network card should have corresponding boot ROM (Read Only Memory). Please refer to manufacturer's to find out if your NIC support it.
2. Set up machines to boot from PXE.
3. Make sure ports 67 and 68 are open. See Using Telnet to Test Open Ports.

Troubleshooting

PXE-E32: No boot filename received

Collect wireshark in order to check that all PXE options are complete during PXE loading. 

If you use RIS/WDS server with Acronis components uploaded:

1. Check logs at C:\Program Files\Microsoft Configuration Manager\Logs\PXEsetup.log to verify that the role is installed successfully.
2. Update the PXE distribution points for the boot images now that the new role is installed.

PXE-E32: TFTP open timeout

If you use Acronis PXE Server:

1. Check that PXE server is turned on.
2. When the PXE service is running on a different machine than the DHCP or BOOTP service, you need to add option 066 (next-server) to the DHCP/BOOTP server configuration and set this option's value to the IP address or hostname of the TFTP server. When option 066 (next-server) is not defined, the PXE client assumes that the TFTP service is running on the same machine from which it received its DHCP/BOOTP configuration information.

If you use RIS/WDS server with Acronis components uploaded:
For Windows 2008R2 and higher: set HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\WDSServer\Parameters to 0 and reboot
For Windows 2008: In the navigation pane of the Windows Deployment Services MMC snap-in, expand the list of servers. Right-click the server for Windows Deployment Services, and then click Properties. Under Network, increase the UDP Port range. For example, if the current port range is 3,000 ports, increase the port range to 4,000 ports

PXE-E38: TFTP cannot open connection
Check your firewall settings, router

PXE-E39: TFTP cannot read from connection
Check your firewall settings, router

Invalid boot file received
If you are using WDS with Acronis components uploaded, please refer to this Microsoft KB.

Collecting information

If the steps above did not resolve the issue, please collect the following information and contact Acronis Customer Central:

1. Problem description and screenshot of the error message.
2. Wireshark log collected on the machine with Acronis PXE server while reproducing the problem.
3. System report from the machine with Acronis PXE server installed and from the Agent machines. See Collecting System Information or AcronisInfo Utility.
4. Description of the network infrastructure.

Start the backup again.

This article applies to:

• Acronis Backup Advanced 11.5 (Acronis Backup & Recovery 11.5)

Symptoms

1. You create a backup plan for a large amount of data and select a tape-based vault as backup destination. 
2. Backup fails with:
   Error code: 4
   Module: 7
   LineInfo: 9d2de1f088cbc4d8
   Fields: $module : disk_bundle_vs
   Message: Write error.
   --------------------
   Error code: 3
   Module: 4
   LineInfo: c41defba28f4d14a
   Fields: $module : storage_server_vsa64
   Message: Error occurred while writing the file.
   --------------------
   Error code: 65520
   Module: 0
   LineInfo: bd28fdbd64edb8e0
   Fields: code : 2147943511, $module : storage_server_vsa64
   Message: The I/O bus was reset

Cause

Windows operating system issue, see explanation in Microsoft KB.

Solution

Start the backup anew.

More information

Please contact Acronis Customer Central if you need assistance.

Run repair installation, make sure connection between Agents and License server is stable

This article applies to:

• Acronis Snap Deploy 4

Symptoms

You attempt the deployment, it fails with error similar to: “Failed to check license – License server unavailable".

Cause

1. Connection error
2. Software malfunctioning

Solution

Please connect directly to the machine where Acronis License server is installed. In most cases it will be installed along with Acronis Snap Deploy OS Deploy Server.

Make sure the License Server is accessible locally: if the OS Deploy Server and Management Console are installed on the same system as the License server, start the Console and go to “Licenses”, check if you can remove free licenses and add them back (have a text file with licenses ready to add them back).

If the License Server is not accessible locally, please go to “Software malfunctioning” section.

If the License server is available and can be managed locally proceed to the "Connection error" section.

1. Software malfunctioning.

Please go to Windows Control panel and start “Program and Features”. Check if “Acronis Snap Deploy License Server” is listed under installed software.

Start Acronis Backup installation file and choose “Install Acronis Snap Deploy” option.

If the Acronis License Server is NOT listed in “Program and Features”: choose “Modify” and make sure that the License Server is marked for installation in the next Window. Proceed with installation and reboot the machine at the end.

If the Acronis License Server IS listed in “Program and Features”: choose “Repair”. Proceed with repair and reboot the machine at the end. Please note that if you run installation of the new version (for example, if you have downloaded a newer version from the Acronis web site) “Repair” option is not available. You may run “Update” instead, but be advised, that it is recommended to update all components installed.

If installation or repair does not help to resolve the issue, please collect Acronis system report and contact Acronis Customer Central.

2. Connection error.

After you've made sure the local connection to the License server is successful, you should look for a connection issue.

Make sure there is a secure connection between Acronis Snap Deploy Agent and License server. On the Agent machine check if it has correct IP, DNS and Gateway are correct (consult with your network administrator, if necessary).

If those are correct, check whether the Agent can be pinged from machine with Acronis License Server (usually installed along with the Acronis OS Snap Deploy Server).

If these steps did not help to resolve the issue, please get PCAP (Wireshark) utility: start it on the Snap Deploy Server and reproduce the issue. Collect Acronis system report after reproducing the problem.

With Wireshark log and System report contact Acronis Customer Central.

More information

For more information on License Server functionality visit Web Help.

Setting up network for Acronis products.

This article applies to:

• Acronis Backup (Acronis Backup & Recovery, Acronis vmProtect)
• Acronis True Image
• Acronis Snap Deploy

Symptoms

Operation within Acronis product fails with errors similar to "Failed to establish connection".

Cause

Possible cause for such problems is that Acronis ports are blocked by Firewall on the backup agent or on any network gateway/router that exists between the backup agent and the destination to connect (e.g. Acronis Cloud Storage).

Firewall is a software that controls traffic flow. Firewalls can be installed on the computer itself or on any network router that is used. In order for Acronis to function correctly Firewall has to allow Acronis executables, Acronis ports, Acronis hostnames.

Troubleshooting

Verifying connection

To verify that the issue is in firewall, you can use Telnet or Acronis Cloud Verification tool.

Scenario 1
You have Acronis Backup Advanced and there are connection problems from Machine A to your Acronis Storage Node on Machine B the telnet command would be:
telnet <IP_of_Storage_Node_machine> 9876

Please see this article on more details about Telnet usage.

Scenario 2
Backup to Acronis Cloud fails with a connection error.
For verifying connection to Acronis Cloud Storage please use Acronis Cloud Verification tool.

Solution

• Make sure Acronis executables are allowed through firewall or antivirus software.
• Make sure Acronis ports are allowed through firewall or antivirus software.
• Make sure Acronis hosts are allowed through firewall or antivirus software (if you are using Acronis Cloud Storage)

Adding Acronis executables to the Allowed list:

For a tutorial on how to allow applications to communicate through Windows Firewall see:
Microsoft Windows: Allow a program to communicate through Windows Firewall

For other popular firewall and antivirus software see:
Acronis Software: Making Acronis Products Compatible with Third-Party Firewall Software
Acronis Software: Making Acronis Products Compatible with Antivirus Software

For a list of Acronis executables see:
Acronis Backup & Recovery 11.5: Windows Services and Processes
Acronis True Image 2014: Processes and Services
Acronis Snap Deploy 4: Processes and Services
Acronis vmProtect 9: Processes and Services

Adding Acronis ports and hosts to the Allowed list:

If you have a strict policy in your firewall to allow only specific traffic and deny all other traffic you need to add connection to our hosts on specific ports to the Allowed list. In order to get IP addresses from a host you can use nslookup command:
nslookup <Hostname>
Where <Hostname> is the name of the machine you need to find the IP address of.

For a list of Acronis ports and hosts see:
Firewall Settings for Acronis Products
Acronis Online Backup Access Ports and Hostnames

For a tutorial on how to open ports in Windows Firewall see this link:
Open a port in Windows Firewall

If the tools still show that the host is not reachable on specific port, then you might have specific rules set on your router to disallow our hosts or ports. You should check the rules on the router/gateway and follow the steps above. If everything is good on the router the ports might be blocked by your Internet Service Provider. In this case please contact your Internet Service Provider to open ports.

AcronisCloudUS1Check.exe

This article applies to:

• Acronis Cloud (Home and Enterprise)

Introduction:

Acronis Cloud Connection Verification Tool is designed as a bundle to replace the following tools:

• nslookup
• telnet
• ping

Supported Operating Systems

All Windows starting from Windows XP (windows 2000 is not supported)

How to use it:

1. Determine which cloud storage you are using:
1.1 Login to your Acronis Account.
1.2 Go to Cloud Backup menu on the left and choose Home for Acronis True Image Home or Business for Acronis Backup products.
1.3 Click "Recover files from Acronis Cloud":

1.4 You will be redirected to Acronis Web Restore. You need only the URL where you were redirected. In the example the URL is cloud-wr-eu1.acronis.com. EU1 stands for the Data Center. Acronis has 3 Data Centers: EU1, US1, US2.

2 Download respective tool from this KB.

3. Run it.

4. The tool will:
- check if DNS works correctly to resolve our hosts;
- check if required ports are opened;
- send 50 packets to test network stability;
- generate a report in text file with a report that contains the above information.

Errors

1. Name resolution fails:

2. Ports are closed:

3. DNS server resolves our DC hostname to wrong IP address:

As you can see on the picture above Name Resolution (DNS lookup) succeeded. However after that you see that port verification failed. This can be caused by DNS server resolving our hostname to a wrong IP address. You can verify if name resolution is correct by running the tool on a different machine. 

4. Connection is not stable but ports are opened:

As you can see on the picture connection on port 44445 succeed for all FES servers expect one. The problem can be the following:

- Port 44445 to that specific IP is really closed.
- Connection is not stable and the test connection failed. You should rerun the tool and see if connection works again.
- The server is currently on maintenance and connection will fail. You can verify it by running the tool on another machine or reruning it.

5. Connection is unstable.

If during packet sending procedure a packet will be lost you will see the following warning in yellow:

Packet loss was detected. Connection is not 100% stable.

LINUX

This is the same tool but for Linux OS. You can find attached 32 and 64 bit versions of the same tool. Normally you can run 32bit application on 64bit system but you can need to install noarch libraries.

Usage: obchecker [OPTIONS]

OPTIONS:

* [-s] - destination ip address or hostname
* [-z] - set zone [EU1, US1, or US2]
* [-p] - destination port [1-65535], if [-s] was not set, www.google.com uses instead
* [-t] - set port check timeout [default is 10secs]
* [-n] - set maximum number of ping tries [default is 5 times]
* [-h] - show help
* [-v] - show version information

This tool can also check destinations and ports for availability, may be usable in Acronis bootable media

Examples:
 - obchecker
 - obchecker -z us2
 - obchecker -p 80
 - obchecker -s 192.168.1.1 -p 55
 - obchecker -s 192.168.1.1 -p 8080 -t 15 -n 50

Acronis Backup Advanced oft gestellte Fragen

Dieser Artikel betrifft:

Acronis Backup Advanced

Mögliche Ursachen und Lösungen

Dieser Artikel betrifft:

• Acronis Backup 11.5
• Acronis Backup & Recovery 11.5/11/10
• Acronis True Image 9.1/Echo
• Acronis True Image 2014
• True Image 2013 by Acronis
• Acronis True Image Home 2012/2011/2010

Symptome

1. Sie starten das Wiederherstellungmenü, um ein Backup wiederherzustellen;
2. Acronis Universal Restore benutzen Option wird nicht angeboten.

Ursache

Mögliche Ursachen sind:

• Das Backup enthält kein Betriebssystem oder das Betriebssystem ist nicht unterstützt;
• Das Betriebssystem wurde nicht entdeckt;
• Das Dateisystem auf dem Qullelaufwerk ist beschädigt;
• Microsoft sysprep wurde benutzt, bevor das Backup erstellt wurde.

Lösung

1. Stellen Sie sicher, dass das Backup eine Partition mit einem unterstützten Windows oder Linux Betriebssystem enthält;

2. Stellen Sie sicher, dass diese Partition fürs Wiederherstellen gewählt ist;

3. Das Problem können auch beschädigte Sektoren auf dem Quellelaufwerk verursachen. Prüfen Sie das Dateisystem auf Beschädigungen:
   Öffen Sie die Eingabeaufforderung (Starten -> Ausführen -> cmd);
   Geben Sie diesen Befehl ein:
   chkdsk DISK: /r
   wo DISK der entsprechende Partitionsbuchstabe ist. Bitte beachten Sie, dass Prüfen der C-Partition einen Neustart der Maschine benötigt.
   Nachdem das Laufwerk auf Fehler geprüft ist, erstellen Sie bitte ein neues Backup und versuchen Sie Recovery mit Universal Restore.

Falls das Problem immer noch besteht, sammeln Sie bitte folgende Informationen und kontaktieren Sie Acronis Customer Central:

1. Systemberichte von dem Quelle- und Zielsystem, siehe AcronisInfo Utility. Falls Acronis Backup oder Acronis True Image auf der Maschine installiert ist, können Sie den Systembericht vom dem Produkt aus sammeln.
2. Systembericht von dem bootfähigen Medium nach der Wiederherstellung (Hilfe -> Systeminformationen sammeln).
3. Registryaufnahme von dem Quellesystem, siehe Capturing Windows Registry.
4. Ob das Backup im Betriebssystem oder unter dem bootfähigen Medium erstellt wurde, mit welcher Version und Build.

Mehr Informationen

• Acronis Backup & Recoverz 11.5: Restoring to Dissimilar Hardware with Universal Restore
• Acronis True Image 2014 Premium: Restoring to Dissimilar Hardware with Acronis Universal Restore

Recreate Connection Strings

This article applies to:

• Acronis Backup Advanced 11.5

Symptoms

1. You've updated Acronis Management Server.
2. After update Acronis Management Server service starts and stops after a while.
3. Connection to AMS is not possible.
4. Go to %allusersprofile%\Acronis\AMS\Logs and check a few latest logs for the following errors: 
   Module: 185
   Code: 15
   Module: management_server_vs_38774
   Line_tag: 0x27FBB047D6CE055B
   Message: Failed to initialize component 'CentralizedMachineManager'
   Module: 127
   Code: 16
   Module: management_server_vs_38774
   Line_tag: 0xC131F5921FF773F4
   Message: Can not open ADO connection 30 times
   Module: 127
   Code: 0
   Module: management_server_vs_38774
   Line_tag: 0xC131F5921FF773F0
   Message: [Microsoft][ODBC Driver Manager] Data source name not found and no default driver specified

Cause

Acronis Management Server cannot connect to its SQL instance. AMS uses Connection Strings stored in the Registry. Connection Strings might got invalidated during update. 

Solution

Acronis Management Server uses custom SQL server (specified manually during installation or later):

More information

Please contact Acronis Customer Central if you need assistance.

This article applies to:

• Acronis True Image
• Acronis Backup (Acronis Backup & Recovery)
• Acronis Backup for VMware (Acronis vmProtect)

Description

Acronis backup software does not support FTPS shares as backup destination. This is the current limitation.

More information

Acronis backup software supports FTP. Acronis Backup (including Acronis Backup for VMware) supports SFTP.