device does not appear in backup management console after installation


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


The device appears in Management Console after installation but appears offline. Registration fails with: 

"The confirmation is timed out. Check if the device is online, connected to the network, and the agent setup program displays the registration window. I this is the case, and the device has not appeared under 'Devices', repeat the registration."

2) 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 


WMI is Windows Management Instrumentation, The backup agent uses its functionality on Windows machines to get information about disks, systems and services. 

The error indicates that the Backup 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. 


Issues with WMI must be fixed in order for the backup products to work. We recommend contacting Microsoft support for assistance with WMI errors. 

A general article on WMI troubleshooting: Microsoft Technet: WMI isn't working. 



  • 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...