[SOLVED] Missing computers in the dashboard

Are your computers connected via homegroup or workgroup? Do you have credentials set in Windows for access to these devices? Are any of them using CIFS/SMB for connection?

Well this is a complicated matter. Some of the computers that are missing are not at the same site, means they are outside the same LAN and so completely singular computers
Some of the missing computers are members of a homegroup, while all of them are naturally part of a workgroup as I don't have a Windows AD domain.

I am not sure how to understand the credentials thing. If the computers are in the same LAN of course I would need credentials to access them via SMB. On the other hand on any of the missing computers there is a full installment of Acronis TIH 2016 in place, that is registered to my Acronis account.

Does this answer your questions Enchantech?

Karl,

To a certain degree yes your response answers my questions. I am trying to understand the relationship between a local network (LAN) and a wide area network (WAN) and the Dashboard feature of the product.

From your response you obviously have one or more LANs which are all connected to a WAN which in this case I think is safe to say is Internet based. The Cloud function of the application is internet based so is part of the WAN.

These off site computers, are they locally attached to each other through a common connection such as a router/switch in another physical location or, are there multiple single computers that exist that are singularly connected through an independent connection to the internet or WAN?

Your LAN, which I am going to assume is either at your place of business or in your home, are these setup using Windows Homegroup? You can check this by viewing the Network and Sharing Center in Windows. Under "View your active networks" look for Access type (should be internet), Homegroup (should read either Joined or Ready to create), and Connections (should read Local Area Connection). If the homegroup entry reads "Joined" on all computers in the LAN then they all are a part of the Windows Homegroup. If that entry reads (Ready to create) then a Windows Homegroup has not been created and your LAN is using a Workgroup as a common connection. Either of these setups work essentially the same except a Homegroup makes it easier to share things like specific folders for music, photos, etc. and control access to them but the one major difference is that creating a Homegoup in Windows generates a Homegroup password that is the same on all computer members of the homegroup. You are correct that this homegroup is a part of Workgroup.

The Workgroup members are discovered on a network by host name/IP address. Since names are a common usage way of connecting to network locations, names are the standard way for users to connect to such locations. Thus when a users wants to connect to eBay typing in www.eBay.com takes the user to that location on the network (WAN). In order for that to happen the network must be able to translate the host name into an IP address which is performed by a service called DNS (Domain Name Service).

I am convinced that there exists some deficiencies in DNS functions within the TI 2016 product. I believe that these problems are present due to the applications reliance on Windows Account Credentials as those credentials relate to host name resolution. I have no idea how that all is programmed in the application but I am convinced that the current release version of the product changed something that has caused this name resolution issue. I first detected this problem in the last BETA release prior to the 5518 release.

I think the Dashboard in all likelihood uses the same Windows Account method of connection as does the application for connection to computers on a Network. In the application when you create a backup and that backup destination is to a network attached location, which you must Browse to to locate in the application, under what folder in the directory tree do such locations appear? If all members of your LAN are in a homegroup then you should find those members under the Homegroup folder. If all members are not in a homegroup but are instead a Workgroup then those members should appear under the Network folder.

I would think that there may be some network relationship issues that might exist in members of a homegroup depending on the Windows version installed on the member if such member is running certain versions of Win 7. If some of your members are running Win 7 Basic for example those members only have the ability to join a homegroup but cannot create a homegroup. I am not sure if that fact makes visibility on a network more problematic or not as I do not use Homegroup but there may exist some problem there.

As far as credentials go, what I have discovered is that in order to get the current TI 2016 application to show certain devices on my network it was necessary for me to setup host name/logon credentials in Windows Credentials Manager for each member on which a TI 2016 installation exists for problem devices. You may find that you must do the same for problem members in your network. Once host name resolution problems are overcome your issues should be corrected.

Hi Enchantech I will read through your whole post later on, promised. But taken a flight read over it I don't think that the matter is / or at least should be that complex.

Imho I was convinced that any ATIH 2016 installation that is activated by a key, and where I individually have to login with my Acronis account, and which product is then also registered to this very same account should appear in the dashboard.

I think Anna or anyone else from the Acronis team should be able to tell us if my theory explains the intended function.

I mean, let's compare the situation to MS Office 365 where you also have one activation, bind to a Microsoft account and can also see all activations and computers in a dashboard. ATIH 2016's dashboard should work the same way.

the situation has improved
There are now more computers listed but still some are missing on my account and my relatives account.

I am not quite sure if this solved itself due to the b5576 client update, but rather has been solved on the backend of the webserver / dashboard.

Dear Acronis I still have missing computers in the dashboard. What is the cause? All of them are correctly activated now and also are properly able to login to my Acronis account. I am willing to solve this but I need help in the first place to understand the reason for this problem.

Hello, Karl!

Please try doing this on one of the machines that do not appear in the Dashboard, and see if it helps:

1. Stop the Acronis Managed Machine Service Mini
2. Delete everything in the directory %ProgramData%\Acronis\BackupAndRecovery\MMSData\DML\
3. Start the service
4. Wait some time and see if the machine appears in the Dashboard

Hello Dmitry,
that worked.

In den DML path there were only 2 files, now there are three files.
I have another computer where I can test it and report the results and post a screenshot of the situation prior deleting the files.

I think it would be great idea if you could release "fix-it" packages like MS does it, these apps will carry out all necessary steps automatically (scripted).

Karl, I have attached a Batch script that automates these steps, it is called clear_registration_data.bat

Note that it has to be executed with elevated privileges ("Run as administrator")

I should also note that this script shall only be used on those machines that do not appear in the dashboard.

I can confirm again that this fix works (either the manual method or the scripted one) tested each on affected computers!

Thank you very much for your help.

@Dmitiry I dont know if this is a very common problem but it might be a good idea to execute this script along with the next ATIH 2016 update, so in this case it will be applied to all installations automatically and fixes any possible dashboard issues by default.

As promised here is the comparison of the old folder before I have deleted the files and the view on it after the deletion.

Karl, thank you for your suggestion.
However, this issue is already being investigated by the development team, and hopefully they will come up with a better fix, and this script will simply not be needed.

Sounds great, I am looking forward to the next patch!

Looks like problem still exists with TIH 2017. My laptop registered onto the dashboard once about a year ago, where it hasn't reported online since, though I've been backing up regularly about once a week. Had to do a complete restore after Asus Support wiped my drive to factory after a MB replacement. I subsequently decided to wipe and reinstall Win 10, set it up the way I want it and also reinstall Acronis 2016. Just upgraded to 2017 but still laptop never showed as online since last year.
I removed the offline version from the dashboard thinking it had "serialized" against the previous Windows instll but haven't been able to get it to register in the dashboard since.
I am trying the method of clearing that folder but after 10 minutes of doing so, still not seeing the laptop there.
Can't use the Add method, as that tries to download 2016web install, where I already have 2017 installed.

This problem still exist i TIH 2017 build 5554.
I have three computers with backup running fine but none of them will add to Online Dashboard.
clear_registration_data.bat does not solve the problem.
Also Add method downloads 2016 web install and will not install.
The reason I upgraded to TIH 2017 was just to have a working web console.

Hello Daniel, hello Ove,

I understand your issues, but for the matter of consistency I would like to encourage you to repost your issues in the thread below, and consider to create an official support ticket for ATIH 2017. Imho the dashboard has still some flaws, that should be addressed. I really liked the introduction of the dashboard capability but on the other hand it has downsides at some certain points, that are potentially not related to Acronis True Image 2016 / 2017 but merely the interface / web application that is used on for the frontend.

I've gathered some dashboard issue that still happens - at least for me - but due to your reports I believe there are more customers affected. I've also received a report via PM for this matter.

here is a dashboard thread for ATIH 2017
https://forum.acronis.com/forum/125258

Please note that also routing issues on your side (CPE) or firewall settings can prevent the registration or update of the dashboard.

Thank you very much!

Daniel, Ove,

Don't hesitate to contact Support Team about the issue. We would be happy to help on on getting the machines online in Dashboard.

Regards,

Slava

I'm having this same issue, except it's my mac laptop that's not showing up in the dashboard.  My other computer is windows 10.  Both on TI 2017 New Generation.  Could anyone with more know-how than I walk me through the steps to do the mac analog of the steps included in the batch above?  Or should it work if I just do the batch from my windows machine?  If so, I guess my issue is something different.. 

Rob, welcome to these user forums.

I would recommend following the advice from Slava and raising this issue with support directly - see post #16.