46205: Acronis Software: Troubleshooting Scheduled Backup Issues

    Acronis Scheduler is a tool which is responsible for scheduled Acronis operations. If scheduled backups or other activities do not work as configured in backup plan or task, proceed with this article in order to identify the root cause and solve the issue if possible.

    Follow these steps to troubleshoot Acronis Scheduler issues:

    1. Get familiar with technology of Acronis Scheduler in the About part.
    2. Check for known issues in the Known issues part.
    3. Follow to Troubleshooting part to troubleshoot and resolve the issue.

    About

    Acronis Scheduler is a module for executing tasks on certain events (specific time, logon/logoff and others).

    Acronis Scheduler consists of two parts: service and helper.

    Service is executed on starting Windows and works till shutdown. Service keeps the scheduled tasks in registry and executes them:

    • Windows 32 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\Scheduler
    • Windows 64 bit: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\Scheduler

    Helper is executed as a separate process for any logon, works till logoff and notifies Scheduler service about logon and logoff events. Without helper it is impossible to run interactive tasks, tasks without user and password information (such as the Create Image operation in Acronis True Image) and to schedule any tasks on logon/logoff/shutdown events.

    The scheduling files are:

    • Windows 32bit: \Program Files\Common Files\Acronis\Schedule2\schedhlp.exe
    • Windows 32bit: \Program Files\Common Files\Acronis\Schedule2\schedul2.exe
    • Windows 64bit: \Program Files (x86)\Common Files\Acronis\Schedule2\schedhlp.exe
    • Windows 64bit: \Program Files (x86)\Common Files\Acronis\Schedule2\schedul2.exe

    In Linux cron is an internal scheduler tool which is also scheduling Acronis backups. Cron is driven by a crontab (cron table) file, a configuration file that specifies shell commands to run periodically on a given schedule. The crontab files are stored where the lists of jobs and other instructions to the cron daemon are kept. Users can have their own individual crontab files and often there is a system wide crontab file (usually in /etc or a subdirectory of /etc) that only system administrators can edit.

    Each line of a crontab file represents a job, and is composed of a CRON expression, followed by a shell command to execute.

    See more about Acronis Scheduler in following articles:

    Title

    Related to

    1859: Acronis Scheduler Manager

    Scheduler Manager

    2052: Scheduler2 Service

    Scheduler2 Service

    1621: Unregistering Acronis Scheduler Service

    Scheduler2 Service

    14233: Acronis Backup & Recovery 10: Scheduling Backups

    Scheduling Backups

    13506: Acronis True Image Home 2011: Scheduling a Backup

     

    40533: Acronis Small Office: Server Cloud Backup: Starting Acronis Scheduling Services

    Scheduler2 Service

    1739: Providing Credentials in Acronis True Image Schedule Task Wizard

    Backup

    1661: Scheduled Tasks Cannot be Set to be Executed at Shutdown/Logoff in Windows Vista, Windows Server 2008, or Windows 7

    Backup

    37574: True Image 2013 by Acronis: Creating a Backup Without a Schedule

    Backup

    2335: Analyzing Schedreport

     Logs

    Known Issues

    Title

    Error Message/Code

    Related to

    46275: Acronis Backup: Scheduled Backup Task Issues Caused by Antivirus Software  

    Tasks deleted by Antivirus Software

    1518: Acronis Backup Software Scheduled Tasks Do Not Run  

    Malfunction of Acronis Scheduler

    14932: Acronis Backup: Task With ID XXX Does Not Exist

    A task with ID '--' does not exist

    Backup

    2774: Scheduled Tasks Fail after Switching Target Hard Disks

     

    Backup

    3793: Acronis True Image Home: Scheduled E-Mail Backup Fails if the PST File is Password Protected

     

    MS Outlook

    26575: Acronis Backup: Scheduled Backup Plan Fails with "Logon failure: unknown user name or bad password"

    Logon failure: unknown user name or bad password

    Backup

    35933: Acronis Backup 11.5: Product Shows Incorrect Dates in Scheduler When Installed on Localized Windows

     

    Dates

    19016: Acronis Backup Software: Slow Windows 7/2008 Shutdown or Restart with "Operations are in progress, please wait" on Splash Screen

     

    Scheduler

    44333: Acronis Backup: Shutdown Post-Backup Command Prevents Other Tasks in Plan from Executing

     

    Backup

    1785: Acronis True Image Shows "No Such Script" in Operation Log

    0x0001006C

    Backup

    40482: Acronis Small Office: Server Cloud Backup: "Wake up the sleeping/hibernating computer" Does Not Work on Windows 8

     

    Backup

    40457: Acronis Small Office: Cloud Server Backup: "Run at system startup" Does Not Work On Windows 8

     

    Backup

    16430: Acronis True Image Home 2011: Scheduled Task Does Not Wake Up the Sleeping Machine

     

    Backup

    19278: Acronis Backup & Recovery 10: Backup Task Scheduled for January 1 Midnight Does Not Run

     

    Backup

    7992: Acronis Backup & Recovery 10: Scheduled Backup Fails with "Cannot find the object's meta info" in the Log

    Cannot find the object's meta info.

    Backup

    19069: Acronis True Image Home 2011: "Wake up the sleeping/hibernating computer" Option Is Not Available in Scheduling Options

     

    Backup

    5139: Acronis True Image Home 2010: Scheduled Task Fails with "Logon failure: unknown user name or bad password (0xFFF0)"

    0x00640067+0x00090CFE

    Logon failure: unknown user name or bad password (0xFFF0)

    Backup

    4073: Acronis Backup & Recovery 10 Fails to Start a Scheduled Task On Wake-on-LAN

     

    Backup

    24156: Acronis True Image Home 2011: "Failed to create the scheduled task" Error Message

    Failed to create the scheduled task
    0x00640068+0x0009FFFF

    Tasks

    2855: Acronis Backup & Recovery 10 Task Scheduled on "When logging on" Does Not Start on RDP Connection

     

    Backup

    8223: Acronis True Image Home 2010: Scheduled E-Mail Backup Fails if Microsoft Outlook Is Running

     

    MS Outlook

    15189: Acronis True Image Home 2011: Scheduled E-Mail Backup Fails if Microsoft Outlook Is Running

     

    Ms Outlook

    4616: Acronis Backup & Recovery 10: Scheduled Backup to DVD Fails

     

    Backup

    5958: Acronis True Image Home 2010: "Failed to create the scheduled task" Error Message

     

    Backup

    10578: Acronis Backup & Recovery 10: Scheduled Backup to USB Fails with "Failed to open the backup location"

    Failed to open the backup location.

    Access to the file is denied.

    Backup

    21636: Acronis Backup & Recovery 11: Scheduled Backup to USB Fails with "Failed to open the backup location"

    Failed to open the backup location.

    Access to the file is denied.

    Backup

    11411: Acronis Backup & Recovery 10: Tasks Stay in "Waiting" Status

     

    Backup

    16136: Acronis True Image Home 2011: Post Commands Fail if You Run a Backup Task and Log Off before Completion

     

    Backup

    Troubleshooting steps

    Follow step-by-step instructions below to troubleshoot the issue. Complete prerequisites step before proceeding to error troubleshooting step.

    1. Prerequisites

     Complete all steps before proceeding to error troubleshooting step.

    1.1 Correct installation

    Acronis product should be installed without errors.

    You can also install Acronis Scheduler separately.

    See: 1518: Acronis Backup Software Scheduled Tasks Do Not Run.

    1.2. Check Scheduler2 Service

    Scheduled Backups are executed by Scheduler2 Service, hence open services.msc console (Start -> Run -> services.msc) and check that Acronis Scheduler2 Service is in the ‘started’ state and logs on as Local System.

    Note: Scheduler2 Service should be started also in case when no schedule in use. Manual task execution does not work without Acronis Scheduler.

    In Linux crontab is used by system default. If it is not working properly or not running at all, Acronis backups will fail too. To test if cron is running, go to a terminal and do

    ps -A | grep cron

    If it shows nothing, check cron status with ps -ef | grep cron 
    Also do:

    • chkconfig --list | grep cron
    • check for log file in /var/log/cron

    Please refer to technical support of the related Linux operating system.

    1.3 Check time settings on the machine

    Scheduler uses the local time of the machine. Before creating a schedule, be sure the machine’s date and time settings are correct. When configuring scheduled operations do not forget to ensure logical conditions for the related task. Scheduled operations are:

    • Backup
    • Validation
    • Replication
    • Conversion to a virtual machine

    Pre/post commands are also performed by Acronis Scheduler. Each task can be scheduled in format HH:MM:SS. Please ensure that correct time is set.

    If all steps above have been executed and issue still persists, go to error troubleshooting step.

    2. Error troubleshooting

    Complete all steps before proceeding to collect information step.

    2.1 Start Scheduler Service

    When troubleshooting issues with scheduled tasks or scheduler itself, ensure that Scheduler Service is up and running. Open services.msc console (Start -> Run -> services.msc) and check that Acronis Scheduler2 Service is in ‘started’ state and is running under Local System. If not, go to service properties, configure correct settings and start the service.

    You can also proceed as follows:

    • Start Acronis Scheduler Manager C:\Program Files (x86)\Acronis\BackupAndRecovery\schedmgr.exe
    • Issue service start
    • Close schedmgr.exe

    2.2 Antivirus

    A lot of scheduler issues may be caused by antivirus software. Please check if instructions from article 46275: Acronis Backup: Scheduled Backup Task Issues Caused by Antivirus Software help to resolve the problem.

    2.3 Analyze Logs

    Windows:

    Linux:  Ensure that the latest Acronis build is used. To test if cron is running, go to a terminal and do

    ps -A | grep cron

    If it shows nothing, check cron status with ps -ef|grep cron 
    Also do:

    chkconfig --list | grep cron

    Check for log file and errors in /var/log/cron. Please refer to technical support of the related Linux operating system.

    2.4 If Manual Tasks Work

    If you already checked all Acronis, Windows Event and Scheduler logs and still cannot find any reason for failure of scheduled tasks, but manual task execution works without problems, it is possible that scheduler malfunction is caused by a permanent change of the system time on the machine in question. In this case ProcessMonitor log would show this entry:
    schedul2.exe   HKLM\SOFTWARE\Acronis\Scheduler\LastTimeSecond      NAME NOT FOUND

    The change of system time is configured by system options or by a third party software and it is not possible to resolve scheduled tasks failure of Acronis Software. As workaround configure in task settings start time in format XX:XX:05 (avoid seconds to be ==0). It will help in this specified situation only.

    If all steps above have been executed and issue still persists, go to collect information step.

    3. Collect information

    Collect following information and contact Acronis Customer Central.

    3.1 Scheduler Log

    Activate Scheduler logging and reproduce the issue.

    • Windows: collect advanced scheduler log as described in 1859: Acronis Scheduler Manager.
    • Linux: collect crontab report via command
      crontab –l > /tmp/schedreport.txt
      root permissions required. Also provide /var/log/cron folder.

    3.2 Process Monitor Log

    If scheduled tasks do not start or produce a scheduler error, collect a Process Monitor log during reproducing the issue.

    3.3 Error Message

    Provide screen shot of the full error message text if Scheduler2 Service fails to start.

    3.4 System Report

    Collect System Report from the machine in question: see instruction for Acronis True Image 2016: Generating System Report or Acronis Backup 11.7/11.5 Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility (in Windows).

    In Linux also provide /usr/lib/Acronis/Schedule/ folder and output of sysinfo:acrocmd sysinfo --loc=c:\logs\sysinfo.zip

    3.5 Dump

    Provide a dump file for schedhlp.exe and schedul2.exe if any of these processes crashes. It is preferable that a ProcDump utility is used to create the dump: see Creating Process Dumps with ProcDump.

    To enable automatic core crash dump collection in Linux execute

    ulimit c unlimited

    The dump can be found in /var/crash.

    3.6 Task settings

    The better way to provide backup plan settings is to export the backup plan as .xml file. See Export and import of backup plans. For Acronis True Image and vmProtect create screen shots of the backup plan settings: Creating Screenshots.

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