Device does not appear in backup management console after installation.

Symptoms

You have installed Guardian Neo Agent and registered it in your account, but when you open the backup management console, this device is not listed in Devices.

In mms log on the affected machine (located in C:\ProgramData\Acronis\BackupAndRecovery\MMS\), you see this error:

| error 0x1403f4: WMI 'ExecQuery' failed for query '%ls'.
| line: 0xc523d9a02d03d55c
| file: e:\310\core\winex\wmi_acc.cpp:305
| function: Windows::WMIClass::Select
| Query: SELECT * FROM Win32_OperatingSystem
| $module: mms_vs_12420

Cause

WMI is Windows Management Instrumentation, Guardian Neo uses its functionality on Windows machines to get information about disks, system and services.

The error indicates that Guardian Neo Agent had attempted a query via WMI tools and WMI tools failed to process it.

This is often caused by WMI repository issues in the Windows OS.

Solution

Diagnosis of WMI can be performed with a special Windows utility:
The WMI Diagnosis Utility

  • 0 Users Found This Useful
Was this answer helpful?

Related Articles

New Software 2018 - How to recover / restore files customer login

To Recover / restore files from customer login: When logged in, You will see you have an option...

New software 2018 - Initial setup + Installing Software and adding a backup

Installing Software - Initial Setup Initially as client/ customer you will get an activation...

Guardian Neo Backup of SQL instance fails with "There are no SQL writers"

Symptoms You have installed Guardian Neo Backup agent for SQL and created a backup plan for a...

New Software 2018 - Reseller Rebranding

Reseller BrandingOnce you have logged in, Go to Settings > Branding on the left side panel...