Stuck at 15% during recovery: Acronis Build 15.0
Hello,
I have now just setup an Acronis server and I'm able to add templates, plans, and the devices. I've successfully created a backups for my devices. On MachineA(was successfully backed up), I've created new files and folders on the desktop and uninstalled some small programs just to test the recovery functionality. I proceeded with the recovery. MachineA reboots and the status shows at 15%. After a short moment, MachineA returns to Windows login screen. A minute or two later, Acronis then have a status of "Activity failed". I've check and unchecked the button for "automatically reboot if needed" option and see if I get different results but no luck.
Where is the disconnection after the client reboots and Acronis no longer able to ping/reach the device and how do I fix this?
04:25 PM — 04:25 PM (23 sec)
Recovering volumes
Status:Error
Device:*MachineA*
Started by:BRSYSTEM\*Admin person*
Start time:Jan 20, 2023, 04:25:00 PM
Finish time:Jan 20, 2023, 04:25:23 PM
Duration:23 sec
What to recover:Disk 1 -> Disk 1
Failed to resolve address.
All properties
Error
Failed to resolve address.
Additional error:
TOL: Failed to execute the command. Dms::Gst::RefreshRecoveryPointsCommandRequest timed outError code 0x01350016+0x01350016+0x0135002D+0x00000001
Jan 20, 2023, 02:45 PMMore details
Request timed out
DATE AND TIMEJan 20, 2023, 02:45:05 PM
CODE0x01350016+0x01350016+0x0135002D+0x00000001
MODULE309
MESSAGETOL: Failed to execute the command. Dms::Gst::RefreshRecoveryPointsCommand
Additional info:------------------------
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB8195BD
Fields: {"$module":"management_server_vsa64_27009","CommandID":"CF4A80C3-A7BA-4DD0-9491-1031E15E0731"}
Message: TOL: Failed to execute the command. Dms::Gst::RefreshRecoveryPointsCommand
------------------------
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB8195BD
Fields: {"$module":"ams_dms_vsa64_27009","CommandID":"CF4A80C3-A7BA-4DD0-9491-1031E15E0731"}
Message: TOL: Failed to execute the command. Dms::Gst::RefreshRecoveryPointsCommand
------------------------
Error code: 45
Module: 309
LineInfo: 0x2CD0A458D1CC3851
Fields: {"$module":"management_server_vsa64_27009","TraceLevel":"1"}
Message: TOL: Failed to send the command message for command with ID 'F5FDF498-8552-4485-974F-61D2E99F797F'.
------------------------
Error code: 1
LineInfo: 0xC1DABDBEB0642056
Fields: {"$module":"gw_infra_vsa64_27009"}
Message: Request timed out
I've checked the system settings in the Acronis Cyber Protect console and didn't find anything related to networking. At this point, we will disregard this. Thanks for the input.
Hello everyone,
Based on the error messages provided, it seems that there is a communication issue between the Acronis server and the client machine, which is causing the recovery process to fail. The "Failed to resolve address" error indicates that there may be a problem with the network connection or an incorrect IP address.
To resolve the issue, you can perform the following troubleshooting steps:
-
Check the network connection: Ensure that the client machine is connected to the network and that the network settings are correct. Verify that the IP address of the client machine matches the one configured in Acronis.
-
Check the firewall settings: Make sure that the firewall on the client machine is not blocking communication from the Acronis server. You may need to allow incoming traffic from the Acronis server in the firewall settings. You can also run the Acronis Connection Diagnostic Tool on the target machine to verify connectivity.
-
Restart the Acronis services: Try restarting the Acronis Managed Machine Service on the client machine by accessing the Windows Services app.
Alternatively, you can attempt to recover the machine using bootable media. Instructions on how to create and use bootable media can be found in the Acronis user guides.
1- https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect…
2- https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect…
3- https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect…
If the issue persists, please provide the results of the troubleshooting steps or contact Acronis support for further assistance. Unfortunately, file attachments are not currently available on the forum, so you can use a third-party sharing app to send us a link here.
I hope this helps!
Jose Pedro Magalhaes wrote:Hello everyone,
Based on the error messages provided, it seems that there is a communication issue between the Acronis server and the client machine, which is causing the recovery process to fail. The "Failed to resolve address" error indicates that there may be a problem with the network connection or an incorrect IP address.
To resolve the issue, you can perform the following troubleshooting steps:
Check the network connection: Ensure that the client machine is connected to the network and that the network settings are correct. Verify that the IP address of the client machine matches the one configured in Acronis. I checked and confirmed that the IP of the client matches in the Acronis Cyber Protect web console. I removed the agent on the client machine and reinstalled it by pushing the agent from the server. No issues. I can create a new backup of this client machine.
Check the firewall settings: Make sure that the firewall on the client machine is not blocking communication from the Acronis server. You may need to allow incoming traffic from the Acronis server in the firewall settings. You can also run the Acronis Connection Diagnostic Tool on the target machine to verify connectivity. These are the firewall on the client machine that are allowed both in Private and Public: Acronis Active Protection Service, Acronis Agent Core Service, Acronis Cyber Protection Service, Acronis Managed Machine Service, Acronis Python Launcher, Acronis Service Process, Acronis Task Activator.
Restart the Acronis services: Try restarting the Acronis Managed Machine Service on the client machine by accessing the Windows Services app. I restarted this service and will now try again.
Alternatively, you can attempt to recover the machine using bootable media. Instructions on how to create and use bootable media can be found in the Acronis user guides. Thank you. I know that this is an alternative and I'm also exploring how to get started on this. Thank you for the links.
1- https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect…
2- https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect…
3- https://www.acronis.com/en-us/support/documentation/AcronisCyberProtect…
If the issue persists, please provide the results of the troubleshooting steps or contact Acronis support for further assistance. Unfortunately, file attachments are not currently available on the forum, so you can use a third-party sharing app to send us a link here.
I hope this helps!
No luck at all :( with all the recommendations to take.
Symphony OfDestruction wrote:No luck at all :( with all the recommendations to take.
Thanks for the reply.
I would advise you to contact our support with the logs of the steps performed above. A further investigation is required here.
Please raise a ticket from this link: https://kb.acronis.com/content/8153
If you face any issues during the process, please let me know.
Thanks in advance.