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Problems with XP-32bit

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Beginner
Posts: 2
Comments: 8

Hi all,
I have a new problem :( .
I am upgrading from Backup 11.7 to 12.5. We have more than 300 PC's. We have PC's with Win XP 32-bit, Win XP 64-bit, Win 7 32-bit, Win 7 64-bit and Win 10 64-bit.

There is no problem with the rest of the O.S, but Windows 32-bit .When I try to add a machine with Windows XP 32-bit (it does not matter the service pack) I get this Fail message:

"Error de Windows: (0x80070020) The process cannot access the file because it is being used by another process"

Here the complete description :

Información adicional:

------------------------
Código de error: 22
Módulo: 309
Información de línea: 0x8D165E86FB819597
Campos: {"CommandID":"F67F2F21-8511-438B-A4F4-80C250FAC590","$module":"management_server_vsa64_14330"}
Mensaje: TOL: Failed to execute the command. Adding agents to the management server
------------------------
Código de error: 22
Módulo: 309
Información de línea: 0x8D165E86FB819597
Campos: {"CommandID":"F67F2F21-8511-438B-A4F4-80C250FAC590","$module":"remote_installation_addon_vsa64_14330"}
Mensaje: TOL: Failed to execute the command. Adding agents to the management server
------------------------
Código de error: 22
Módulo: 309
Información de línea: 0x8D165E86FB819597
Campos: {"CommandID":"97362C4F-AF94-43BF-9EA7-4F8E01D90248","$module":"management_server_vsa64_14330"}
Mensaje: TOL: Failed to execute the command. Remote installation of agents
------------------------
Código de error: 22
Módulo: 309
Información de línea: 0x8D165E86FB819597
Campos: {"CommandID":"97362C4F-AF94-43BF-9EA7-4F8E01D90248","$module":"remote_installation_addon_vsa64_14330"}
Mensaje: TOL: Failed to execute the command. Remote installation of agents
------------------------
Código de error: 22
Módulo: 276
Información de línea: 0x67BE6875CD4600DD
Campos: {"$module":"remote_installation_addon_vsa64_14330"}
Mensaje: Failed to get information about remote machine '139.128.219.122' (Windows OS was expected).
------------------------
Código de error: 5
Módulo: 276
Información de línea: 0xAC0572B83EE95C0C
Campos: {"$module":"remote_installation_addon_vsa64_14330"}
Mensaje: Failed to connect to the service.
------------------------
Código de error: 31
Módulo: 69
Información de línea: 0xC616F73F9FAE95E9
Campos: {"$module":"remote_installation_addon_vsa64_14330"}
Mensaje: Failed to create file 'remote_installation_service.exe'.
------------------------
Código de error: 23
Módulo: 4
Información de línea: 0xF35F747B3B21F912
Campos: {"function":"CreateFileW","path":"\\\\?\\UNC\\139.128.219.122\\ADMIN$\\remote_installation_service.exe","$module":"remote_installation_addon_vsa64_14330"}
Mensaje: Failed to lock the file.
------------------------
Código de error: 65520
Módulo: 0
Información de línea: 0xBD28FDBD64EDB8F8
Campos: {"code":"2147942432","$module":"remote_installation_addon_vsa64_14330"}
Mensaje: The process cannot access the file because it is being used by another process

Could you help me with this issue?

0 Users found this helpful
Forum Member
Posts: 5
Comments: 66

#1

Hi!

Have you tried this KB? https://kb.acronis.com/content/49910

Also what is the version of XP? SP1,2 or 3?

-- Peter

Beginner
Posts: 2
Comments: 8

#2
Péter Szatmári wrote:

Hi!

Have you tried this KB? https://kb.acronis.com/content/49910

Also what is the version of XP? SP1,2 or 3?

-- Peter

It does not matter the service pack.

2. You can use Process Monitor to check which process is using the file:

  1. Download Process Monitor and run it.
  2. Go to Find, select Find handle or DLL.
  3. Enter the file name and press Search.

I run the Process Monitor, but, I don't know the file name Acronis has not access.

Could you help me?

 

 

Beginner
Posts: 2
Comments: 8

#3

Thaks for your ranswer.

 

  Does not matter the Service Pack, but the most of them have SP3.

After run Process monitor, I don't know which file is being used by another process. I don't know the file name.

 

 

Support specialist
Posts: 0
Comments: 801

#4

Hello Encarna,

thanks for posting on Acronis forums!

You need to download a special installation package in order to add a 32-bit machine to the 64-bit management server. Please see the detailed instructions here: https://www.acronis.com/en-us/support/documentation/AcronisBackup_12.5/index.html#36533.html

 

Forum Member
Posts: 5
Comments: 66

#5

Hi Maria!

Is the error Encarna posted directly related to a missing 32bit installation package? Because I seem to remember that when I had missing 32bit packages I specifically got an error along the lines of "Missing the appropriate installation package".

Would be helpful to know that this situation can present itself with this error as well

Thanks,

-- Peter

Beginner
Posts: 2
Comments: 8

#6
Maria Belinskaya wrote:

Hello Encarna,

thanks for posting on Acronis forums!

You need to download a special installation package in order to add a 32-bit machine to the 64-bit management server. Please see the detailed instructions here: https://www.acronis.com/en-us/support/documentation/AcronisBackup_12.5/index.html#36533.html

 

Hi and thanks for your response. I have the pakage. And I have no problem with W7 32-bit. My problem is with all machines with Windows XP 32-bit. 

Support specialist
Posts: 0
Comments: 801

#7

Hello.

Peter, thank you for your leading questions.

Encarna,

After run Process monitor, I don't know which file is being used by another process. I don't know the file name.

According to your log file, this is remote_installation_service.exe on 139.128.219.122 machine.

Please make sure that you followed these preparation steps for successful installation on a remote machine: https://www.acronis.com/en-us/support/documentation/AcronisBackup_12.5/index.html#36533.html 

Beginner
Posts: 2
Comments: 8

#8
Maria Belinskaya wrote:

Hello.

Peter, thank you for your leading questions.

Encarna,

After run Process monitor, I don't know which file is being used by another process. I don't know the file name.

According to your log file, this is remote_installation_service.exe on 139.128.219.122 machine.

Hi again,

that is the point...this file it doesn't exist!! .

The only way I have found to install the agent is manually, but before, deleting completly the old agent version. Quite job todo to more than 50 PC's... .

I can not believe I be the only one with this problems, because it is with all my Win XP-32bit and different PC's.

 

Regards.

 

Forum Member
Posts: 5
Comments: 66

#9

Hi Encarna!

This file should be at C:\Program Files\Acronis\AMS\remote_installation_service.exe on the AMS machine. If it's not there either I really suggests you to contact Acronis Support

Not sure why only XP machines are affected, but the error log still suggests accessibility or permission related errors to me.

-- Peter

Support specialist
Posts: 0
Comments: 801

#10

Hello Peter.

Could you please confirm that you made all preparation steps as described here https://www.acronis.com/en-us/support/documentation/AcronisBackup_12.5/index.html#36533.html ?

If yes and it still did not help, please open a case with Acronis Support Team, share a link to this forum thread and request a remote session so that support engineers could help you to solve the issue.

 

Beginner
Posts: 2
Comments: 8

#11
Maria Belinskaya wrote:

Hello Peter.

Could you please confirm that you made all preparation steps as described here https://www.acronis.com/en-us/support/documentation/AcronisBackup_12.5/index.html#36533.html ?

If yes and it still did not help, please open a case with Acronis Support Team, share a link to this forum thread and request a remote session so that support engineers could help you to solve the issue.

 

Yes, I did all the steps. The only way I have found to install the 12.5 agent is uninstallinl the 11.7 version, delete all files with "Acronis" word in the PC, and then Install locally the 12.5 version. Quite painfull all together. 

The problem is that I have more than 50 pc's with XP 32bit. It is extrange, there is no problem with XP 64bit .

I'm now in contact with Support Team, but... at the moment they have tell me the same than in this forum. 

 

Support specialist
Posts: 0
Comments: 801

#12

Hello Encarna.

I'm sorry to know that this issue has not been resolved yet. I advise that you collect and upload all the diagnostic information that a support engineer requested from you. I also strongly recommend that you request a remote session if you need help in collecting all these logs:

-Step by step screenshot of the error
-Process monitor logs by reproducing the issue: https://kb.acronis.com/content/2295
-Wireshark logs: https://kb.acronis.com/content/1763
-Acronis info from the Management Server and the Agent machine: https://kb.acronis.com/acroinfo