7921: Acronis Backup & Recovery 10: "Failed to parse the XML" or Similar Entries in the Log

This has been fxied

This article applies to:

  • Acronis Backup & Recovery 10 Advanced Server
  • Acronis Backup & Recovery 10 Server for Windows (Standalone)
  • Acronis Backup & Recovery 10 Advanced Server - Small Business Server Edition
  • Acronis Backup & Recovery 10 Advanced Workstation
  • Acronis Backup & Recovery 10 Workstation (Standalone)
  • Acronis Backup & Recovery 10 Advanced Server - Virtual Edition

Symptoms

  1. Using Acronis Backup & Recovery 10 you run a backup task in Windows;
  2. The backup is successful;
  3. In the operation log of the product, there are error entries such as:

    Failed to parse the XML
    XML analyze failed
    Unable to initialize the server

  4. Attempt to create a backup task fails with the same error messages.
  5. You try to go to Backup plans and tasks section in the Acronis Management Console, but GUI does not show this section at all.
  6. Or Managed Machine Service stops several seconds after the start.

Cause

An XML log inside the Acronis logs folder may have become corrupted. When parsing this log, the error occurs and it is written into the log.

Solution

(!) This has been fixed. The fix is available in the latest released build of the product. See Installation of the latest update of an Acronis product.

There are also two possible workarounds:

  1. Delete and regenerate special instances files, and clean up the logs from the machine where the Acronis Agent for Windows is installed:
    • On the machine with the Acronis Agent for Windows, go to Start-Run -> services.msc -> and stop Acronis Managed Machine Service;
    • Then delete all contents of the following folders:

      Windows 7/Vista/2008:

      \ProgramData\Acronis\BackupAndRecovery\MMS\Instances\

    • \ProgramData\Acronis\BackupAndRecovery\MMS\LogContexts\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\LogEvents\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\Outbox\
    • \ProgramData\Acronis\TrueImage\Logs\
    • Windows XP/2000/2003:

      \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Instances\

    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\LogContexts\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\LogEvents\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Outbox\
    • \Documents and Settings\All Users\Application Data\Acronis\TrueImage\Logs\
    • Again go to Start-Run -> services.msc -> and start Acronis Managed Machine Service.

  2. Check if the issue persists. If it does, then there is some corruption within backup policy or plan script files, and you will need to clean them up and then recreate all scheduled tasks on this machine:
    • If a problem machine is added to Acronis Management Server, temporarily delete it from there;
    • Then on the problem machine with the Acronis Agent for Windows, go to Start-Run -> services.msc -> and stop Acronis Managed Machine Service;
    • Delete all contents of the following folders:

      Windows 7/Vista/2008:

      \ProgramData\Acronis\BackupAndRecovery\MMS\Instances\

    • \ProgramData\Acronis\BackupAndRecovery\MMS\LogContexts\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\LogEvents\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\Outbox\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\Policies\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\PolicyStatistics\
    • \ProgramData\Acronis\BackupAndRecovery\MMS\TasksStorage\
    • \ProgramData\Acronis\TrueImage\Logs\
    • Windows XP/2000/2003:

      \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Instances\

    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\LogContexts\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\LogEvents\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Outbox\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\Policies\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\PolicyStatistics\
    • \Documents and Settings\All Users\Application Data\Acronis\BackupAndRecovery\MMS\TasksStorage\
    • \Documents and Settings\All Users\Application Data\Acronis\TrueImage\Logs
  3. Download Acronis Scheduler Manager, execute it and run task zap command;
  4. Finally, again go to Start-Run -> services.msc -> and start Acronis Managed Machine Service;
  5. Now you can add this machine back to the Acronis Management Server and apply backup policies or create backup plans afresh on this machine directly.

More information

If the issue still persists, please collect a fresh set of logs from the problem Acronis Agent machine using the AcronisInfo Utility, then contact Acronis Customer Central with the collected information and a reference to this article.

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