Symptoms
The operation hangs on Adding the machine.: At the same time, on the machine where the Acronis Agent is installed and which you are trying to add to the Acronis Management Server, the MMS.exe process starts consuming CPU and memory.
You have updated your Windows 10 to build 1703 Creators Update (OS Build 15063.726). After update, Acronis services crash.
As a result, backup fails with this error:
The activity has failed due to a restart of the service.
In Windows event log, you see one of these errors:
Event ID: 1000
Description:
Faulting application name: mms.exe, version: 12.0.1.3689
Faulting module name: dbghelp.dll_unloaded, version: 10.0.15063.0
Exception code: 0xc0000005
Fault offset: 0x00000000000ff9d0
Faulting process ID: 0x2f8
Faulting application path: C:Program FilesAcronisBackupAndRecoverymms.exe
Faulting module path: dbghelp.dll
Report ID: f201fe31-5305-4385-adc9-7d5f8753e00a
Description:
Faulting application name: mms.exe, version: 12.0.1.3689
Faulting module name: dbghelp.dll_unloaded, version: 10.0.15063.0
Exception code: 0xc0000005
Fault offset: 0x00000000000ff9d0
Faulting process ID: 0x2f8
Faulting application path: C:Program FilesAcronisBackupAndRecoverymms.exe
Faulting module path: dbghelp.dll
Report ID: f201fe31-5305-4385-adc9-7d5f8753e00a
or
Faulting application name: ams_web_service.exe, version: 12.5.1.8461
Faulting module name: dbghelp.dll_unloaded, version: 10.0.15063.0
Exception code: 0xc0000005
Fault offset: 0x00000000000ff9d0
Faulting process id: 0x1644
Faulting application path: C:Program FilesAcronisWebServerams_web_service.exe
Faulting module path: dbghelp.dll
Report Id: 91b2f3e6-dc94-4b81-a5ad-eec9e9cae113
Faulting module name: dbghelp.dll_unloaded, version: 10.0.15063.0
Exception code: 0xc0000005
Fault offset: 0x00000000000ff9d0
Faulting process id: 0x1644
Faulting application path: C:Program FilesAcronisWebServerams_web_service.exe
Faulting module path: dbghelp.dll
Report Id: 91b2f3e6-dc94-4b81-a5ad-eec9e9cae113
Solution
Install Cumulative Update for Windows 10 Version 1703 for x64-based Systems (KB4048954).