57137: Acronis Backup 11.7/11.5: Backup Plan Status Hangs at 100% When All Activities Are Complete

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Operating Systems: 

Symptoms

The solution is applicable only if all of the following symptoms are met:

  1. Machine is 64-bit.
  2. Backup plan(s) progress hangs at 100%.
  3. All activities in the Progress tab are marked as complete.
  4. There are constant messages in the agent's log:
    "Managed entity '{name}' was created."
    "Managed entity is about to be removed."

Cause

The issue is most probably caused by the empty InstanceID string in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\BackupAndRecovery\Settings\MachineManager

Solution

  1. On the Agent machine, check that string InstanceID in HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\BackupAndRecovery\Settings\MachineManager is present and NOT empty.
  2. On the Agent machine, check that string InstanceID in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\BackupAndRecovery\Settings\MachineManageris present and empty.
  3. Export and remove the key MachineManager from step 2 (Wow6432Node branch).
  4. Restart Acronis Managed Machine Service.