Symptoms

You install Acronis Management Server and Acronis Agent. Installation completes successfully

Despite successful Agent installation, machine is not visible in the list of Agents. 

The zmqgw logs (located at C:\ProgramData\Acronis\ZmqGw) contain the following error:

2018-01-02 10:53:22:357 [OnAmsRestart] agent : authenticated null

2018-01-02 10:53:22:640 [agbroker] got config={"auth": {"public":"(%(W-O#nimf1i6zVH17bmu$D4DwJ3wuJxcOWxUyh","secret":":t-:x7r/k}

9}+ZfDZpaO*:nsENM6-@W@DvOQ0q9#"},"backend":"tcp://:7756","frontend":"tcp://:7780"}

2018-01-02 10:53:22:641 Exception at RunBroker zmq::error_t(13): Permission denied

 

Cause

One of the ports used by Acronis ZeroMQ Gateway Service are blocked or occupied by different software: 7780, 7755, 7756, 7765. Acronis ZeroMQ Gateway Service serves for communication between Agents and management server.

Check the error message and note ports it mentions. In the example log above these are ports 7756 and 7780.

Then check occupied ports using the netstat output. This way you will find which port has conflict.

E.g. Cassini Web Server service UltiDevCassinWebServer2a.exe uses port 7756 by default. 

Solution

Change Management Server configuration to use a different port for communication.

See below example for port 7756.

1.  Open C:\Program Files\Acronis\zmqgw\net.config for editing and change the port for backend server to another port. The following line should be modified:

<backend>tcp://127.0.0.1:7756</backend> 

(!) Note that backend port and broker port must be different. If they are set to the same port, it will lead to connection errors and zmqgw.0.log will contain messages similar to "Exception at RunBroker zmq::error_t(100): Address in use".

2. Change the Acronis Management Server net.config settings at C:\Program Files\Acronis\AMS\net.config:

In the following lines, specify a new port to use instead of 7756:

<broker_port>7756</broker_port>

<agbroker>tcp://127.0.0.1:7756</agbroker>

3. After changing port numbers, restart Acronis ZeroMQ Gateway Service and Acronis Management Server service: go to Start -> Search -> type services.msc and press Enter. In Services window, locate Acronis ZeroMQ Gateway Service and Acronis Management Server service and click Restart. (Or restart the machine, if possible)

More information

See full list of ports used by Acronis Cyber Backup 12.5 Acronis Cyber Backup 12.5: Windows services and processes