61359: Acronis Backup 12.5: Troubleshooting "Internal Server Error" message

Also read in:

use Google Translate

Applies to: 

    Symptoms

    You try to add a machine to Management Server or switch between tabs in web console. You receive the following message:

    Internal Server Error

    Code: 100011

    You can also check the message in the error details to get more information about the issue.

    Cause

    This is a generic error message that can be caused by various environment issues.

    Solution

    This error message usually appears when connection between Acronis Backup components could not be established for some reason. Follow instructions below to eliminate the most common causes for this error:

    1. In some situations, a security program like virus scanner or other security suites blocks the functionality of the product. Make sure Acronis Backup 12.5 is whitelisted in your security software: see this article for instructions
    2. Check that your web browser is supported: see product documentation for the list of supported web browsers
    3. Check that ports that Acronis Backup uses for communication are not blocked by firewall: see Firewall settings for Acronis products for the full list of ports used by Acronis Backup. Usually Acronis Backup opens the necessary ports during installation, but it is possible that some ports are used by a different software or blocked by firewall.
    4. Check Windows Event Log for crashes of Acronis Backup services mms and service_process (full list of services can be found in this article.) If one of these services crashes, collect a system report, log of the operation that caused the crash and gather a crash dump as described in Acronis Software: Troubleshooting Application Crashes . Contact Acronis Customer Central with the collected information

     If the issue persists after verifying all points listed above, please collect the following information and contact Acronis Customer Central with a reference to this article:

    1. Collect a HAR log with the issue reproduced
    2. Process Monitor log
    3. System information from the machine where the issue occurs: see this article for instructions

     More information

    See also:

    Tags: 

    You are reporting a typo in the following text:
    Simply click the "Send typo report" button to complete the report. You can also include a comment.
    CAPTCHA
    This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
    1 + 0 =
    Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.