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Console keeps triggering "Running smart recommended actions" tasks for managed device

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Beginner
Posts: 3
Comments: 10

Hello.

I use Cyber Protect Cloud to protect a single remote device.
Recently I began receiving the notifications that backups were not being performed. It was odd because I was sure the device was online enough time for some megabytes to be backed up to the cloud.

Upon checking the console, under activities, I see that the device is receiving systematic run "smart recommended actions" once every 20 seconds or so.

I tried to update the agent to the latest version, deleting the device from console, remove the installed agent on the device, reboot, reinstall and re-associate to the console but as soon as it comes online, the tasks get triggered systematically.

I tried to cancel some of the tasks but they show up at such a rate that I cannot stop them before 2 new ones are generated. Also, after 1h these tasks show as failed and a new one i triggered in its place.

One thing I did notice, there are 2 tasks, on of this automated ones and a malware scan that I tried to cancel while testing and are not for more than 3h showing as "Canceling..."

Has anyone experienced a similar issue and knows how to stop this behaviour?
Any help would be appreciated.

Thank you.

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Beginner
Posts: 3
Comments: 10

Just realized the statistics dashboard also shows this huge amount of triggered tasks, and they are just for today after the computer agent reinstall.

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Beginner
Posts: 3
Comments: 10

Statistics dashboard show the tasks accumulating and afterwards failing.

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Frequent Poster
Posts: 14
Comments: 522

Hello AlexV!

I'd try two things:

  • Use the Scheduler Manager to check if there are more tasks scheduled on the target machine than it should be.
  • Try setting the state of the cancelled activity to finished. based on this KB. It's for 12.5, not sure if it's still applicable. Haven't found a similar one for 15.

In the meantime contact support, as this looks like a bug.

-- Peter

Forum Support specialist
Posts: 0
Comments: 2016

Hello AlexV,

Welcome to Acronis forums!

Smart recommended actions are a Smart protection part of your protection plan.

We recommend that you open a case with Acronis Support Team in order to reveal the cause of this issue.

As a temporary workaround, you can disable the Data protection map in a protection plan. 

Beginner
Posts: 3
Comments: 10

Hi.

Thank you both for the suggestions. I really appreciate it.
Unfortunately, the issue was not solved.

I ended up reaching out to the Support Team and it's indeed something not specific to the client. After some interactions they were able to reproduce the error on the console side and it will be fixed soon.

It was weird because it didn't matter if the computer was turned on or not, if the agent was reinstalled or the plan was revoked, the tasks just kept on being triggered. Even after turning off Data protection map on the plan.

Regards,
Alex

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Forum Support specialist
Posts: 0
Comments: 2016

Hello Alex,

thank you for your cooperation in revealing this problem.

The issue is in the product (ADP-16506). Development team is working on the issue. Thank you for your patience.