61650: Acronis Backup: "The activity has failed due to a restart of the service" error

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Symptoms

An operation in Acronis Backup Cloud fails with:

Error 0x1350001: The activity has failed due to a restart of the service.
| line: 0x7564da35b0f1eaf2
| file: e:\219\enterprise\common\tol\activity_workshop.cpp:88
| function: Tol::BaseRepairConditions::Result
| $module: mms_vsa64_10170

Cause

The issue could be caused by:

  • Machine reboot during the operation
  • Service crash

To determine the exact root cause:

  1. Open Windows event viewer: Start -> in Search, type eventvwr.exe and press Enter.
  2. Navigate to Windows Logs -> System. Click Filter Current Log. In Includes/Excludes Event IDs specify 12, 13. Check whether there was a machine reboot at the time of the failed operation.
  3. Navigate to Windows Logs -> Application. Click Filter Current Log. In Event level, select Error. In Includes/Excludes Event IDs, specify 1000. Check whether there was an Acronis service crash at the time of the failed operation.

Solution

In Acronis Backup Cloud version 7.8 and Acronis Backup 12.5 Update 3.2, we have improved the root cause detection. Check the error message to find out whether the error is cause by a reboot or a service crash.

If the error was caused by a machine reboot, consider changing Acronis operations schedule or reboot schedule.

If the error was caused by a service crash, collect information as described in Acronis Software: Troubleshooting Application Crashes and contact Acronis Customer Central with reference to this article.

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