37112: Acronis Backup: backup fails with "Failed to Connect to the Process"


You create a backup plan with destination to SAN, complex RAID or dynamic disk arrangements, or Cloud storage and get this error:

Log Entry Details
Type: Error
Date and time: 11/8/2012 11:04:21 AM
Backup plan: StartTimeout
Task: Full backup ('once later' scheme)
Code: 20,250,685(0x135003D)
Module: 309
Owner: Administrator@WIN2K8
Command 'Running backup plan 'StartTimeout'' has failed.
Additional info:
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c950f
Fields: $module : mms_vs_32308
Message: Command 'Running backup plan 'StartTimeout'' has failed.
Error code: 41
Module: 307
LineInfo: e6792a5ee190dda7
Fields: $module : agent_protection_addon_vs_32308
Message: ProtectCommand: Failed to execute the command.
Error code: 11
Module: 300
LineInfo: 2a46340236902166
Fields: $module : mms_vs_32308
Message: Failed to connect to the process.
Error code: 12
Module: 300
LineInfo: 2a46340236902167
Fields: $module : mms_vs_32308
Message: The operation has timed out.
Acronis Knowledge Base: http://kb.acronis.com/errorcode/
Event code: 0x0135003D+0x01330029+0x012C000B+0x012C000C


This error occurs if the backup destination has long initialization time. That can be in environments like SAN or complex RAID or dynamic disk configurations. Or Cloud storage, if internet connection is slow.

If the initialization time for this target is longer than the default time out for backup start (defined for service_process.exe), you will receive this error. The service_process.exe expires and exits, so it can no longer connect to start the backup task.

Solution #1

The solution in such environments is to increase the time out for service_process.exe. Its default value is one minute.

  1. On the Windows machine with an Acronis Agent installed go to Start -> Search -> type regedit.exe and press Enter.
    1. Navigate to this key:
    2. Create a new DWORD, 32-bit, named StartTimeout, value e.g. 300000, base: decimal
      (!) The name is key-sensitive. Take care about upper and lower case. The name is StartTimeout;
      (!) The value is in milliseconds. E.g. 5 minutes are 300000 (5 * 60 * 1000 = 300000);
  2. For Linux systems, open /etc/Acronis/BackupAndRecovery.config.
    1. Find 
      <key name="ServiceProcess">
      <key name="Settings>
    2. Add following value in Settings section:
      <value name="StartTimeout" type="Tdword">

This value can also be higher than 5 minutes, depending on disk configuration.

Solution #2

Check if there is any USB drive attached to machine and unplug it.

A situation is possible when the USB drive was not unmounted correctly, and the operating system behaves as though it is still attached (thus causing the issue to reproduce). Do the following to check that the disk was unplugged correctly:

  1. Open Disk Management (press Win+R, type diskmgmt.msc and click OK) and check for any unplugged disks that are still shown as attached.
  2. Run Acronis Disk Report and check it to see if any USB disk is still detected. See example below:



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