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Backup is missing (but it isn't)

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Forum Member
Posts: 12
Comments: 35

Hello. We have an acronis backup advanced 12.5 installation with 5 ESXi hosts (cluster). We get the error "Backup is missing. No successful backups have been performed by the backup plan for 17 days". Every day it is increased by one. But checking the backups, I realize that the backups complete successfully every day. This faulty error occur for 14 of 70 VMs that we backup. Not all of them.

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Acronis Program Manager
Posts: 22
Comments: 3741

Hi,

We are currently investigating similar issue with alerts reported by another customer (internal ID: TTASK-19300). It looks like not a common issue, but rather a problem specific to environment, so it makes sense for you to submit a new support ticket through our support team. Please refer to this thread in your request.

Thank you.

Beginner
Posts: 0
Comments: 4

We have the same problems.

Any news?

Forum Member
Posts: 12
Comments: 35

Not yet. Today I am going to send the logs that helpdesk asked me and if we find a solution I will inform you.

In reply to by Athanasios Pan…

Beginner
Posts: 0
Comments: 4

That would be great. Thanks!

I will also make a call.

Forum Member
Posts: 12
Comments: 35

Unfortunately, acronis systeminfo utility that generates the logs, includes clear text passwords !!! Be careful if they ask you to use it.

In reply to by Athanasios Pan…

Beginner
Posts: 0
Comments: 4

Wow... That is not ok!

Thank you for the tip!

Acronis Program Manager
Posts: 22
Comments: 3741

Hi,

The passwords are never supposed to be stored in clear text in the log files - they are always encrypted in both log files and in configuration data (for example in the backup plans). Please clarify which exact file (path + name) you're referring to, which contains the passwords in clear text - this is definitely something that we'll need to check.

Thank you.

Forum Member
Posts: 12
Comments: 35

Vasily, in log archive, the file \taskmanager\task_manager_db.sqlite3 you can see the administrator password of the machine running the acronis sevices as well as the administrator username and password of vcenter. This is an sqlite file that you can open with an sqlite browser.

Table Activites, Field Details ......

Acronis Program Manager
Posts: 22
Comments: 3741

Athanasios, thank you for the details - I've forwarded this problem for investigation to our development team. We will make sure it's fixed asap. So far looks like only this specific DB is affected.

Beginner
Posts: 0
Comments: 4

Any news?

In reply to by beheer@webinte…

Acronis Program Manager
Posts: 22
Comments: 3741

Hi, have you sumbmitted a ticket to Acronis support team? If yes, then please let me know the case ID. As mentioned in my first reply in this thread, the issue with incorrect alerts notifications is specific to particular environment, so each case should be investigated separately.

Forum Member
Posts: 12
Comments: 35

I submitted a ticket and I was told to install the update 1 that released before a few days. Ι have just installed it. Tomorrow I will know if the problem solver or persists.

Forum Member
Posts: 12
Comments: 35

Update 1 did not resolve the problem but I noticed that the false alarm occurs for VMs that the backup finishes with warnings (not errors). I sent all information and screenshots to the support and I wait for a new answer.

Acronis Program Manager
Posts: 22
Comments: 3741

Update: the problem with plain text passwords present in SQLite database files produced by Acronis Backup 12.5 was fixed in Update 1 which is available for download - the released build #7641 contains the fix.

Athanasios, (just as a thought) the warnings may be thrown if the application-consistent snapshot for VMs is failing on hypervisor side - in this case Acronis Backup automatically fails over to crash-consistent snapshot and puts corresponding warning into the log file. To get rid from the warnings you can enforce crash-consistent snapshots creation by disabling "Volume Shadow Copy for Virtual Machines" option in Backup Options settings in particular backup plan.

Thank you.

Forum Member
Posts: 12
Comments: 35

The answer from support team was:

The errors in the logs may appear when there was a backup or replication task which was interrupted and resumed later. The issue is known and being worked on in the RnD department; The fix will be included in one of the next updates.

I expect the errors to disappear if you create a new backup plan, apply it to each affected machine and revoke the old one from them. The new plan will backup the machines to new archives.

As the message is an error message (not a warning, see: 2017-08-26T10:30:16:562+02:00 139845527631616 E00004E25: Error 0x4e25), it may cause the alerts issue. Please clear all these alerts, create a new plan and let me know, if the issue could be resolved this way.

 

I just deleted the plans and created new. Plans are going to run during the weekend and I will inform you on Monday. Vasily, searching for the error in vmware forums I tend to believe that you may be right. It may has to do with ESXi hosts and the crash consistency backups. I will check if problem insists after the recreation of the plan and I will tell you.

Forum Member
Posts: 12
Comments: 35

Finally the problem has to do with CBT. The workaround can be found here:

https://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=2139574
 

Forum Member
Posts: 12
Comments: 35

Vasily,

I collected system info for a new problem that I have with v15 and I realized that there is clear text password again, in another file this time !!!!

./BackupAndRecovery/ASN/DmlDatabase/asn_dml_objects.db3

 

Acronis Program Manager
Posts: 22
Comments: 3741

Hi Athanasios,

This issue where credentials for Acronis Storage Node Managed Locations (vaults) could be stored improperly was fixed in v12.5 Update 1 (as noted above in this thread), however the fix is not reversible, e.g. it doesn't clear the credentials for the old vaults (if they are already present in the DML database then they won't be cleared), if these vaults were created before applying the fix. Therefore the same situation will be with version 15 if it was an upgrade from v12.5. For proper investigation of the exact scenario please contact our support team.

Thank you.

Forum Member
Posts: 12
Comments: 35

Hi Vasily,

The previous time I reported the problem the file containing the password was another one

\taskmanager\task_manager_db.sqlite3.

Now, this file is clear and the password appears to

./BackupAndRecovery/ASN/DmlDatabase/asn_dml_objects.db3

that was not appeared before.

Anyway, I will check it with support team.