Symptoms

An activity (remote installation, tape management, recovery and others) is still displayed as running, although the activity is already completed.

If you try to cancel this activity manually, you receive this error:

Error code: 13
Module: 309
Lineinfo: 0xFADBAB355CC2CC2E
Fields: {"$module":"management_server_vsa64_7970"}
An activity with ID = 'XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' cannot be found.

OR

"Activity with ID... is not found"

Cause

Issue in the product.

Solution

Acronis development is working on the issue. Meanwhile please follow the instructions below.

Acronis Management Server is on a Windows machine

Acronis Cyber Backup 12.5: click to expand

As a workaround, set the activity into the 'completed' state manually:

If you use the default built-in SQLite database for management server data, see Instructions for SQLite

If you use your own Microsoft SQL Server for management server data see Instructions for SQL Server

Instructions for SQLite

1. Note the ID of the faulty activity from the error message.
2. Install DB browser for SQLite.
3. Run DB browser.
4. Press Open Database:
   
5. Navigate to C:\ProgramData\Acronis\TaskManager\
6. Select task_manager_db.sqlite3 and press Open:
   
7. Switch to the Browse data tab:
   
8. In the Filter field of the id column, input the ID of the activity that cannot be canceled:
   
   
9. Scroll to the state column:
   
10. Change its value from "running" to "completed" in the right pane and press Apply:
    
11. Press Write changes:
    

Instructions for SQL  Server

1. Note the ID of the faulty activity from the error message.
2. Download SQLite.
3. Run Command Prompt as Administrator: Start -> in search, type cmd.exe, right-click on it and select Run as administrator.
4. Using the cd command, navigate to the folder where you saved the tool:

   cd <path_to_sqlite>

5. Issue:

   sqlite3.exe C:\ProgramData\Acronis\TaskManager\task_manager_db.sqlite3

6. Sqlite shell opens. Issue:

   update activities set state="completed" where id ="XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX";

   where XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX is the ID of the faulty activity specified in the error message

Acronis Cyber Protect 15: click to expand

 

 

As a workaround, set the activity state to "completed" manually:

1. Download the Bundle of command-line tools for managing SQLite database files, including the command-line shell program for Windows from the website https://sqlite.org/download.html
2. Extract contents of the archive to the folder where the TaskManager database is located: C:\ProgramData\Acronis\TaskManager
3. Stop all Acronis Service Manager service on the Management Server: (to open Services window, press Win+R > type services.msc)
4. [Optional] As a precaution, create a copy of Task Manager database in a different location
5. Run Command Prompt as Administrator: Start -> in search, type cmd.exe, right-click on it and select Run as administrator.
6. Navigate to the folder with TaskManager database:

   cd C:\ProgramData\Acronis\TaskManager

7. Run the following commands:

   sqlite3 task-manager.sqlite "UPDATE activities SET state = 4, result_code = 0, result_payload = '{}', completion_time_str = '2021-01-13 00:00:00 +0000 UTC', completion_time_ns = 1610496000000000000 WHERE state < 4;

   sqlite3 task-manager.sqlite "UPDATE tasks SET state = 4, result_code = 0, result_payload = '{}', completion_time_str = '2021-01-13 00:00:00 +0000 UTC', completion_time_ns = 1610496000000000000 WHERE state < 4;

8. Start Acronis Service Manager service.

 

Acronis Management Server is on a Linux machine

This includes Acronis Cyber Backup Appliance (All-in-One Appliance)

Scenario 1

Use this workaround to delete all activities including hanging backups:

1. Open Terminal.
   For All-in-One Appliance, open the CentOS Terminal of the All-in-One Appliance using PuTTY. You need to provide the IP address of the All-In-One Appliance. Then you'll need to enter the root username and your password that used to enter Acronis Management Console (that is root by default).
2. Stop Service Manager:
   systemctl stop acronis_asm.service
3. Create a new folder to move the old databases of Acronis Task Manager:
   mkdir /var/lib/Acronis/TaskManager/old
4. Move the old DBs to the new folder:
   mv /var/lib/Acronis/TaskManager/task_manager_db.sqlite* /var/lib/Acronis/TaskManager/old/
5. Start Service Manager:
   systemctl start acronis_asm.service

There are no more activities in the web console; all activities are deleted and no “hanging” backups are shown.

Scenario 2

If you want to remove one particular activity:

1. Check the Activity`s StringID from the error message.
2. Install sqlite for Linux i.e: apt install sqlite
3. Stop Acronis Service Manager Service by issuing the command (as sudo): systemctl stop acronis_asm.service
4. go to /var/lib/Acronis/TaskMananger and open the tasks manager database by issuing the command (as sudo): sqlite task_manager_db.sqlite
5. Run a database query: delete from activities where ID = 'XXXXXXXXXXXXX' 
   (where XXXXXXXXXXXXX is the mentoned IDString of the Activity taken from the error message)
6. Start Acronis Service Manager Service by issuing the command (as sudo): systemctl start acronis_asm.service

Scenario 3

If you want to remove all activities that are completed, yet falsely displayed as "running":

1. Install sqlite for Linux i.e on Ubuntu 20.X: apt install sqlite
2. Stop Acronis Service Manager Service by issuing the command (as sudo): systemctl stop acronis_asm.service
3. Go to /var/lib/Acronis/TaskMananger and open the tasks manager database by issuing the command (as sudo): sqlite task_manager_db.sqlite
4. Run a database query: delete from activities where state = 'running'
5. Start Acronis Service Manager Service by issuing the command (as sudo): systemctl start acronis_asm.service