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Acronis 11.5 Backup (HyperV) - Acronis Management Server Service - Does not work

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Beginner
Posts: 5
Comments: 5

Good Morning, I hope somebody can urgently help !

Yesterday I received an email alert from Acronis "Warning alert: Failed to connect to license server".

When I tried to use my local client to connect to the server (AMS) then I received this error ;

"The required service on the remote machine is not started. Start the service and retry the connection."

I notice the service on the server was stopped, so I restarted it, but it still doesnt work and when I refresh the list of services it shows as stopped again (approx 1 minute later the service stops itself)

I have rebooted the server. I have ran the Web-update tool to update the software, and I have ran the update/repair tool. Nothing has worked and I cannot check or run any backups or list the jobs or anything.

Does anybody have any suggestions, please ?

Kind Regards,

Luke.

(Server is Windows 2008 R2 SP1 - 14GB RAM - 2TB HDD. Also running WSUS, unaffected)

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Acronis Program Manager
Posts: 22
Comments: 3120

Hi Luke,

It's hard to say what has caused the problem without the log files captured from the machine where Acronis Management Server (AMS) is installed. Typically the AMS logs are stored in C:\ProgramData\Acronis\AMS\Logs and they may contain some clues on what went wrong. If this doesn't help then please capture Acronis system report using AcronisInfo tool (see https://kb.acronis.com/content/2707) and contact our support team for assistance.

Thank you.

--

Best regards,

Vasily

Acronis Virtualization Program Manager

Beginner
Posts: 5
Comments: 5

Hi Vasily,

Two things are appearing in that log file, if this helps ?

<event id="2" level="4" module="185" code="15" time="1454489185" message="Failed to initialize component 'CentralizedMachineManager'." $module = "management_server_vs_43994" line_tag="0x27FBB047D6CE055B" hide="1" />
   <event id="3" level="4" module="127" code="16" time="1454489185" message="Can not open ADO connection 30 times" $module = "management_server_vs_43994" line_tag="0xC131F5921FF773F4" hide="1" />
    <event id="4" level="4" module="127" code="0" time="1454489185" message="[Microsoft][ODBC Driver Manager] Data source name not found and no default driver specified" $module = "management_server_vs_43994" line_tag="0xC131F5921FF773F0" hide="1" />
 

Kind Regards,

Luke.

---

I have now found the solution here :->  https://kb.acronis.com/content/47330

Many thanks for reminding me to check the log files ! :-)

 

Acronis Program Manager
Posts: 22
Comments: 3120

Hi Luke,

The problem is in connection to AMS database (by default there is SQL Express 2008 DB used) - either the paths to it are wrong in Windows registry, or the corresponding SQL database service is not started. Likely the problem is related to this KB, but to confirm please collect AcronisInfo tool outputs and attach here acro_reg.reg file from the generated .zip package - this .reg file contains Acronis-related entries from Windows registry which should help to track the problem down.

Thank you.

--

Best regards,

Vasily

Acronis Virtualization Program Manager

Acronis Program Manager
Posts: 22
Comments: 3120

See also https://kb.acronis.com/content/47330 - it specifically describes your particular error.

Beginner
Posts: 5
Comments: 5

Many thanks Vasily, I found that article as soon as I had posted the log deails here.

I should of checked the logs first but it's been about 4 years since I have had to, so I forgot all about them :-)

Thanks again for your help!