62421: Acronis Backup 12.5: Agent for Hyper-V sporadically loses license on Hyper-V 2019

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Symptoms

  1. You have Hyper-V 2019 environment with Acronis Backup Agent for Hyper-V installed
  2. Agent for Hyper-V sometimes loses assigned license and backups fail with an error similar to the following one:

    Functionality 'pcBackup' is not available. Please use the appropriate license

  3. If you reassign the license from Settings->Licenses, after several days the license assignment may be lost again (possibly after a machine reboot) and future backups would fail with the same error

 

 

If you check mms log under C:\ProgramData\Acronis\BackupAndRecovery\MMS\mms.0.log, you see a warning similar to the following one:

| error 0x1403f4: WMI 'ExecQuery' failed for query '%ls'.
| line: 0xc523d9a02d03d56e
| file: d:\1164\core\winex\wmi_acc.cpp:323
| function: Windows::WMIClass::Select
| Query: SELECT * FROM Win32_OptionalFeature WHERE InstallState=1 and Name='Microsoft-Hyper-V'
| $module: hv_srv_vsa64_12422
|
| error 0xfff0: Catastrophic failure
| line: 0xbd28fdbd64edb8fb
| file: d:\1164\core\common\error.cpp:317
| function: Common::Error::AddHResult
| code: 0x8000ffff
| $module: hv_srv_vsa64_12422

Cause

Issue in the product.
It is connected with WMI failure, which causes incorrect enumeration of Hyper-V instances after Hyper-V host restart. As the result the Hyper-V host instance is deleted from MMS database and the license for it is dropped. 

Solution

This issue has been fixed in Update 4 (Build 12730), please update to the latest build.

To work around the issue without updating, manually reassign the license to the Agent for Hyper-V (from Settings->Licenses section of web console) when you encounter such errors.

 

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