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Acronis Cyber Backup 12.5.16342 Agent HTTP-Status 500 MMS

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Beginner
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Hello,

I have the following problem. Since I updated from build 16327 to build 16342, I now have the problem that when I install a new agent (Windows or Linux) it cannot establish a connection to the MMS. Error: The connection to the machine 'http: // xxx: 9877' failed. HTTP status code: 500.

The existing agents with version 14330 and 16327 still work. Reinstalling and updating the agent does not work.

I have already put on a new Applaince but with the same result. This must be related to build 16342.

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Regular Poster
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#1

Hello Anton Lell!

Due to the nature of the error, I'd recommend contacting support and have them investigate this.

-- Peter

Regular Poster
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#2

У меня наблюдается аналогичная проблема.

После обновления сервера управления до версии 12.5.16342, я не могу обновить ни один агент.

Не работает также подключение без проверки подлинности при том, что значение параметра anonymous_role enabled = true (api_gateway.json).

Немного выдержек из логов:

Sep  2 20:33:07.499 |ERRO| ApiGateway.r: Request: GET /api/ams/status status: 500, response: '<nil>' int_request_id="JdbEsZq2KrngPrsNe9xrgE" request_id="8mRn3X6iYk2SkbEza2hEsp" source="api-gateway" token_uid="ab123bfa-6622-8912-af21-7212342d3123" session_uid="7ab3fb4b2bc18473627423472345872398457892374589734895738945783458" host="192.168.1.1" port="54067" method="GET" url="/api/ams/status" proto="HTTP/1.1" status=500 out=238 in=0 referer="" user-agent="" elapsed_ns=19077500

Sep  2 20:36:51.211 |INFO| ApiGateway: Session cleanup complete, no expiration bucket found bucketID=71

Beginner
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#3
Юрий wrote:

У меня наблюдается аналогичная проблема.

После обновления сервера управления до версии 12.5.16342, я не могу обновить ни один агент.

Не работает также подключение без проверки подлинности при том, что значение параметра anonymous_role enabled = true (api_gateway.json).

Немного выдержек из логов:

Sep  2 20:33:07.499 |ERRO| ApiGateway.r: Request: GET /api/ams/status status: 500, response: '<nil>' int_request_id="JdbEsZq2KrngPrsNe9xrgE" request_id="8mRn3X6iYk2SkbEza2hEsp" source="api-gateway" token_uid="ab123bfa-6622-8912-af21-7212342d3123" session_uid="7ab3fb4b2bc18473627423472345872398457892374589734895738945783458" host="192.168.1.1" port="54067" method="GET" url="/api/ams/status" proto="HTTP/1.1" status=500 out=238 in=0 referer="" user-agent="" elapsed_ns=19077500

Sep  2 20:36:51.211 |INFO| ApiGateway: Session cleanup complete, no expiration bucket found bucketID=71

Das ist das gleiche Problem wie bei mir. Scheint ein Bug zu sein in dem Build 16342. Ich werde jetzt auf das nächste Update warten. 

Support specialist
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#4

Hello Anton and Yuri.

If you already have open cases with Acronis Support Team, please share the case numbers here. 

Otherwise, please open a case with Acronis Support Team. Our engineers will need to analyze Acronis System Information gathered from the system with Acronis Management Server.

Beginner
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#5

Nice (not really at all...) to see that others are also experiencing this problem. Updated the AiO appliance (CentOS) from 14330 to 16342. Now none of the agents can be updated - always stating "failed to connect to machine ip:9877 http status error 500".

I already opened a ticket and the support asked for a lot of tests and logs etc. - which basically won't help as the appliance itself seems to have a bug in build 16342.

Fortunately backup jobs from 14330 agents to the 16342 appliance still work!

Support specialist
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#6

Hello Rintarou!

Sorry to know about this issue.

Could you please share with us your case number so that we could look into the situation?

Beginner
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#7

I had the same exact issue. Build 16342 is broken. I had to revert to the previous build and cleanup the mess again. This is the second build I have had issues with out of the last 4 builds. Before that I literally went a year or more installing updates on my Hyper-V servers, Domains, workgroups and even mixed environments without issue.

I always deploy in my lab before rolling out to clients and it is a good thing I do because quality control is really bad in recent months. Please test the software more extensively before release.

I have taken to not using Acronis support any longer because they lack the technical skill to know what is "not necessary to fool with" and rarely if ever solve any but the most rudimentary issue after consuming an excessive amount of time. It almost always ends in the next build being the resolution to the issue which of course means that it was the problem in the first place. 

Very frustrating.

~Paul

Beginner
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#8

Newest quote from support:

As per the recent update from the RnD team, this is a known issue. As a workaround, please extract the .msi files for Agent from the setup file and perform unattended installation using Windows Installer.

Please refer these articles:

-Acronis Cyber Backup 12.5 unattended installation: https://kb.acronis.com/content/59780

-Failed to connect to machine. HTTP status code: 500: https://kb.acronis.com/content/67058

 

The second link officially confirms the problem with Build 16342. Creating the MSI means selecting all software options appropriately that apply for this installation. Not what I expect - it may be a workaround but a need bugfixed setup is necessary.

Regular Poster
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#9

Hello Rintarou!

The latter KB also mentions there is a new release (16343) that fixes this issue. I checked that this is indeed the version you can download right now.

-- Peter

EDIT: The article was last edited at "Mon, 2020-09-07 12:25" , so you may have not seen this part.

Beginner
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#10

EDIT: The bugfix build 16343 seems to work; I updated the AiO appliance and now the first agent is updating.

----------------------------

Yes, thanks, the KB entry was edited after my last visit. I'll check it out!

Issues fixed in build 16343 (September 7, 2020)

Installation and upgrade

  • [ABR-287680] In some cases, the installation of Agent build 16342 fails with the error "Failed to connect to machine. HTTP status code: 500" when you try to connect to the Acronis Management Server.
Beginner
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#11

Hello Acronis-Team,

please check our issue in Acronis ticket 04590330

The issue (html error 500) still exists after update 16343

Only the agent of the MMS (Managed Machine Server) is affected

Other agents are updated correctly

Manual registration also fails

Hostmachine for Acronis is Windows10

Some Screenshots enclosed

Thank you in advance

Achim Diehl

 

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Support specialist
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#12

Hello Achim,

thank you for posting on Acronis forums!

First of all, please check if all the components of Acronis Cyber Backup 12.5 are updated to the same latest build.

Then please exclude connectivity issues:

  • Make sure you have all required ports open, see Using telnet to Test Open Ports
  • Make sure the specified machine address and credentials are correct and the machine is available (try RDP connection under the same user for check).
  • Disable Simple file sharing on the remote machine;
  • Enable File and Printer Sharing on the remote machine;
  • Make sure that the user whose credentials you use for remote installation is a member of Local administrators group on the target machine;
  • Make sure that the administrative share on the target machine is accessible from the source machine:
    Go to Start -> Run and type \\Target_machine_name\admin$\ (or \\Target_machine_IP\admin$\). If the share opens correctly, check if the user under whom you are trying to install the software can copy and paste files to and from this location. 
  • Disable User Account Control (UAC) if the remote machine is not a member of an Active Directory domain.
  • Try using the machine IP address instead of name.

If nothing helps, please continue investigation with Acronis Support Engineers and send them the logs they requested from you.

 

Beginner
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#13

Hello Maria,

the connectivity isues are already successfully verified.

So we have to wait for the response of the Acronis-Support...

 

 

Support specialist
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#14

Hello Achim.

I will look through your logs and get back to you with the results.

Beginner
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#15

Ok, here is one(!) solution to fix the update issue in build 16342\3

FOR TECHNICAL PROFFESIONS ONLY!!!

During the update process several paths of Acronis services (eg. Managed Machine Service, Storage Node ...) changed. Which is a normal technical process and should be replaced to the correct path if the update finished properly(!!) 

But during the update process the wrong executable of the service is called and the corresponding service can`t be started. Thats it!!

Change the settings of the service(s) back to the correct executable and fell free to run acronis

For example a "dummysrv.exe" in the path of a service is definitely the wrong exe...

Some Screenshots enclosed

 

Your are of course the responsible of the changes....

 

 

 

 

 

 

 

 

 

 

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Support specialist
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#16

Hello Achim.

Glad to know that the root cause is found.

Thank you for sharing the solution.

The cause of this issue (ABR-195239) is a sudden failure of the Windows Installer service (e.g. due to power outage or any other external interferences). We are sorry to know that you've encountered this problem. However, it is not of Acronis nature.