How to resolve the situation when Acronis True Image Management Console hangs when connecting to an Acronis Agent remotely

This article applies to:

• Acronis True Image 9.1 Workstation
• Acronis True Image 9.1 Enterprise Server
• Acronis True Image Echo Workstation
• Acronis True Image Echo Enterprise Server

For Acronis Recovery for Microsoft Exchange see Acronis Recovery for Microsoft Exchange Management Console Hangs or Errors Out When Connecting to Acronis Agent.

Symptoms

Acronis Management Console hangs when you are trying to connect to an Acronis Agent, which is installed on a remote machine.

Trying to connect to an Acronis Agent, which is installed on the same machine with Acronis Management Console, is successful.

Cause

Either Acronis Agent does not have certain privileges set, or this is an issue in the product.

Solution

1. On the machine where Acronis Agent is installed, do the following:
   1. Go to Control Panel -> Administrative Tools -> Local Security Policy;
   2. On the Local Security Settings screen select Local Policies -> User Rights Assignment;
   3. Make sure that the NETWORK SERVICE user is present in the following policies:
   • Adjust memory quotas for a process (or increase quotas in Windows 2000)
   • Replace a process level token

   

   

   (!) To add the NETWORK SERVICE user you will need to do the following:

   1. Right-click on the service and select Properties;
   2. Click Add User or Group;
   3. In the new window type in NETWORK SERVICE;
   4. Click OK.
2. Make sure that the Acronis Remote Agent service runs under NETWORK SERVICE (or LOCAL SERVICE in Windows 2000 or Windows Server 2008) and not under LocalSystem. To run the Acronis Remote Agent service under the account, do the following:
   1. Hit Start-Run;
   2. Type in services.msc and hit Enter;
   3. Double-click the Acronis Remote Agent service
   4. Click the Log On tab;
   5. Click This account and click Browse next to it;
   6. In the new windows type in NETWORK SERVICE (or LOCAL SERVICE in Windows 2000 and Windows Server 2008) and click OK;
   7. Leave the Password and Confirm password fields blank;
   8. Click OK.
3. If there is a Domain Controller, then the default domain controller security settings are to be changed:
   1. Go to Start -> All Programs -> Administrative Tools -> Domain Controller Security Policy -> Security Settings -> Local Policies -> User Rights Assignment
   2. Add the NETWORK SERVICE user as described above (if the user is not already there).
4. If the issue persists remove the ag_fconnect.dll file (Acronis True Image 9.1) or ag_echo_fconnect.dll (Acronis True Image Echo) from the remote machine where Acronis Agent is installed:
   
   • C:\Program Files\Common Files\Acronis\Agent

   After removing the file, restart the Acronis Agent service:

   • Click Start -> Run;
   • Type services.msc in the command prompt and hit Enter;
   • Right-click on the Acronis Remote Agent line and choose Restart in the pop-up menu.

(!) If the Acronis Remote Agent service does not start, see Acronis Agent Fails to Start.

More information

If there is Acronis Backup Server or Acronis Group Server installed on the same machine with the problematic Acronis Agent, then the described solution will prevent them from proper functioning.

It is better not to delete the ag_fconnect.dll or ag_echo_fconnect.dll file, but to move to a different location (i.e different folder).

You can also view the resulting effective policy in the following way:

• Start -> Run -> rsop.msc -> Computer Configuration -> Windows Settings -> Security Settings -> Local Policies -> User Rights Assignment