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Acronis VMWare vCenter intergration not working anymore

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Good morning everyone, I’m looking for some advice on what might be causing my issue regarding integration using the below products, I’m struggling to find anything on the net that exactly relates to my problem so have resorted to the forums to see if anyone has any advice or ideas, as im fresh out of them now!

• VMware Client & Server Version 5.5.0 – (VMware vCentre Server Build 1476327)
• Acronis Backup Advanced (Version 11.5 – Update 5)

Since November the synchronisation / VMware vCenter integration between the 2 above products appears to have stopped working properly, meaning that any changes regarding the location of VM machines in the VMware client environment are not being reflected in Acronis anymore.
For instance when moving a VM within a folder on a particular Datacentre to another folder within the same Datacentre, this change should be then reflected within the Acronis, this is no longer happening.
In addition to this, When a brand new VM is created in vSphere and is placed in the appropriate datacentre/folder structure, this should (and has been working properly up until November) populate itself with Acronis’s ‘vcentre’ Host group which has the equivalent folder structure to pick up the appropriate backup plans etc, but this is no longer occurring, instead the only way you can see this new VM is under ‘All Virtual Machines’.
In addition to this, when deleting VM’s from vSphere, this is also not being properly reflected in Acronis anymore, when going into ‘All Virtual machines’ these deleted machines are still showing albeit greyed out. But these machines do not exist in vSphere anymore, this should not be showing in Acronis anymore. Presumably this is related to the vCenter integration issues.

The steps I have taken in order to try and resolve this issue are as follows

• Disabling/Re-enabling Integration with the vCentre Server.
• Restart of the Acronis Server Service on the Acronis License Management server
• Rebooting all offload engines and Virtual machine appliances.
• Reboot of Acronis and vCentre servers.
• A complete rebuild of Acronis server and all subsequent config, backup plans etc.

After the last bullet point (rebuild of Acronis) the integration worked for a few days, then stopped working again!

If anyone has any ideas or possible causes could you please let me know .

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Hi Terry,

The symptoms look like a possible Acronis Management Server (AMS) database corruption or missing synchronization between the appliances and AMS due to network connection problems (like DNS resolution issues). It makes sense to collect system report (https://kb.acronis.com/content/36248 ) from the AMS machine and contact our support team for assistance with reference to this thread.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

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Thanks Vasily, i will try this, i do already have a call raised with Acronis currently that has been with them for a number of weeks but they have been unable to provide much in the way of ideas or possible causes as yet other than restarting the AMS Server Service. I will try and extract this system report and contact the support team unless you wanted to look at it first?

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Hi Terry,

It makes sense to continue working with our support team in this case (likely the database will have to be transferred over to our developers). Please let me know the case ID you've got with our support, so that I can follow up with it and ensure proper processing.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

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Hi Vasily,

Acronis Ticket Ref 02362628 - currently exchanging emails with Andrey Vislyaev, the latest request from him yesterday:

"1. Login to AMS stop Acronis Management Server Service 2. Login to SQL DB machine 3. Put all the files which contain "acronis" in the name from the folder C:\Program Files (x86)\Microsoft SQL Server\MSSQL.1\MSSQL\Data into a zip file "

However from our AMS server this location does not currently exist, nor do the files with ext. .ldf seem to exist either which he quoted he would need.....

I have responded to this effect but no reply just yet.

Best regards

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SysinfoOutput.zip has been generated. I will send these to support.

Regards

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Still no update on this Vasily other than I provided the above output.zip and also providing a number of database related files from our db server.

Are there any easy ways of telling if we have any apparent database corruptions or would it be scripts?

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Hi Terry,

In your case it is definitely some kind of Acronis Management Server (AMS) database corruption. The symptoms of incorrect presentation of some elements in the GUI are typical for such problems. There is likely some inconsistency in the database records, but to confirm what it is exactly we need the database dumps.

As far as I can see in the correspondence with our development you have AMS database located on separate server and therefore this SQL database didn't get into the system report. In the latest comment (from yesterday) our developer asked for the AMS database dump captured from the machine where SQL database is running on. Here's the script to be used (copy to .bat file and execute on SQL server machine) unless you've already run it:

mkdir C:\DB_AMS

osql -E -S .\acronis -Q "BACKUP DATABASE [acronis_cms] TO DISK = N'C:\DB_AMS\acronis_cms.bak' WITH NOFORMAT, NOINIT, NAME = N'acronis_cms-Full Database Backup', SKIP, NOREWIND, NOUNLOAD, STATS = 10"
osql -E -S .\acronis -Q "BACKUP DATABASE [acronis_cms_logs] TO DISK = N'C:\DB_AMS\acronis_cms_logs.bak' WITH NOFORMAT, NOINIT, NAME = N'acronis_cms_logs-Full Database Backup', SKIP, NOREWIND, NOUNLOAD, STATS = 10"
osql -E -S .\acronis -Q "BACKUP DATABASE [acronis_cms_cards] TO DISK = N'C:\DB_AMS\acronis_cms_cards.bak' WITH NOFORMAT, NOINIT, NAME = N'acronis_cms_cards-Full Database Backup', SKIP, NOREWIND, NOUNLOAD, STATS = 10"
osql -E -S .\acronis -Q "BACKUP DATABASE [acronis_cms_archives] TO DISK = N'C:\DB_AMS\acronis_cms_archives.bak' WITH NOFORMAT, NOINIT, NAME = N'acronis_cms_archives-Full Database Backup', SKIP, NOREWIND, NOUNLOAD, STATS = 10"
osql -E -S .\acronis -Q "BACKUP DATABASE [acronis_cms_stats] TO DISK = N'C:\DB_AMS\acronis_cms_stats.bak' WITH NOFORMAT, NOINIT, NAME = N'acronis_cms_stats-Full Database Backup', SKIP, NOREWIND, NOUNLOAD, STATS = 10"

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

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Hi Terry,

A quick update: there was some miscommunication on our side and apparently Andrey has captured the databases already, so the ball is on our side now. There is no need in additional actions from you.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

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Hi Vasily, i had a dial in from Acronis yesterday and they managed to resolve the issue:

Here are some detailes of what was the root cause of the problem:

Each VM in vSphere contains a list of parameters like:

InstanceUUID
locationID
guestFullName

The problem appears because some of the Virtual Machines contains duplicated values of such parameters (name, value). So, in order to update AMS database, we execute SQL query with these parameters, however when 2 or more virtual machines contains the same parameters, the SQL query fails > that is why the changes were not reflected and it was not possible to update vCenter folder structure.

The developer removed duplicated values then enable and disable vCenter integration, by doing this he was able to resolve the problem.

Many thanks for your assistance.

Regards

Terry

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Hi Terry,

Thank you for the summary! I was also in that session for some time and saw the problems on my own. I then talked to developer who inspected the database - really that was quite a tricky case and I'm really glad we managed to solve it.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

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Hi Vasily
I am a colleague of Terry.

We have a similar issue from the one we experienced last time in that vcentre is not integrating properly with Acronis. I have a case logged [02459024] RE: [02362628] Acronis vcentre integration not updating. So far i have submitted logs but no one has looked at the database and the call is quite urgent now, i suspect again DB corruption as the symptoms are:

1 Vcentre is not integrating properly with Acronis so is unable to see new vms or vm movements.
2 Acronis vm bindings are not available as it states ' The group of managed entities is in an inconsistent state'
3 Deleted vm's are still showing (although greyed out) in the 'All Virtual Machines tab' and do not appear to be deleted when they get moved from vcentre.

I would appreciate if you could channel this call to the appropriate DB developer as so far no one has investigated the DB or requested logs for it.

Best Regards
Tristan

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Hi Tristan,

I've checked the 02459024 case and it had been escalated 2 days ago (on 26th of May), so we should be looking at it in the nearest time. I've also contacted our support managers to ensure proper escalation procedure and to check what could take so long.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Ron
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Hi All,

Is there any updates on this matter?

I have the same issue with

Acronis vm bindings are not available as it states ' The group of managed entities is in an inconsistent state'

Regards,

Ron

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Ron,

Such problems should be handled with help from our support team, since each case is specific to particular environment. Please submit a support ticket, so that we can check it and address the issue.

Thank you.