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Progress bar stuck up. No change for any task from AMS

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Beginner
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Please help

Acronis V11.7

Unable to perform any task from AMs. Connectivity to agent with server is ok but AMS progress or status doesn't change whatever you try to do

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Forum Moderator
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#1

Hi! 
First of all, please make sure all components are of the same build (note, a new build 50230 is available https://forum.acronis.com/forum/acronis-backup-117/acronis-backup-117-update-1-hf5-available We'd recommend updating to this version). 

In many cases where in AMS you see incorrect machine data display you are really facing a problem with the agent itself not sending information to AMS. So before proceeding:

  1. Make sure the agent is registered on AMS, otherwise no information about the agent machine or virtual machines on the host with installed agent will be submitted to AMS.
  2. Make sure the agent is responsive and not hanging (Connect to the agent directly and see if it is working.) If the agent does not respond please proceed to Acronis Software: Application lockup
  3. If you are not able to connect to the agent remotely but locally agent works fine please proceed to Acronis Backup Advanced: Connection to Remote Components Fails

If any of the agent machines' data is displayed incorrectly on the Management Server, it usually caused by a desynchronization between Acronis Management Server and Management agents (agent machines). Follow this steps to find the root cause and to resolve the issue.

1. Check connection

Check connection using telnet from Acronis Management Server to the Management Agent (agent machine) and from the Agent to AMS on port 9876, as described in this article.

If it does not work – you are facing a connection issue. Please refer to Acronis Backup Advanced: Connection to Remote Components Fails.

2. Check antivirus

Make sure the antivirus software does not block communication and data traffic between the Management Server and Management Agents (agent machines). Information is processed in “cards” stored in the Outbox folder on the agent machine.

Make sure that this folder is excluded from the antivirus check:
Windows XP,2003 C:\Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Outbox
Windows Vista,7,2008,2012,8 C:\ProgramData\Acronis\BackupAndRecovery\MMS\Outbox 

Acronis Software: Making Acronis Products Compatible with Antivirus Software will help to set up exclusions.

If all steps above have been executed and issue still persists, deeper investigation with the help of Acronis support team is needed.