An operation fails with "
The activity has failed due to a restart of the service." or " The activity has failed due to an unexpected machine reboot or the backup process was terminated." Cause
The issue could be caused by:
Machine reboot during the operation
To determine the exact root cause, check logs on the machine where Agent is running:
Open Windows event viewer:
Start -> in Search, type and press Enter. eventvwr.exe 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.
If nothing is found, change conditions in filter: clear search by event ID, select Event Level: Critical and Error and then check entries related to Acronis Managed Machine Service or Service Process or any other process corresponding to the backup failure time. 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.
(!) In case of agentless backup, logs should be checked on the machine where Agent is installed, not on VMs.
/var/log/messages for segfault messages of mms process. For example:
Nov 22 08:39:32 localhost kernel:
mms: segfault at 0 ip 00007ffe6210fa79 sp 00007fff87d2a7e0 error 4 in libDiskBundle.so[7ffe6143c000+240f000]
Launch Console, located at
/Applications/Utilities. Navigate to
~/Library/Logs/DiagnosticReports/ Look for log files containing
mms and .crash in the file names. Solution
For VMware ESX(i) 6.5 users or users upgraded from VMware ESX(i) 6.5: follow
this VMware KB
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.