The logs from nightly backups have started randomly not syncing back to site manager. This creates a false backup summary email after the backups:

Here you see that the log says two of my servers did not backup.
If you look at site manager under computers it shows that the computers are connected and that the backup ran:

If you look at the log files, the logs for the two computers in question are missing:

You then have to go to the computers section, open the computer in question and click tools and resync logs
After you do this, you can look in the logs section and the missing logs are there:

If you force a new summary email, you don't see the results of these backups because it only shows you since the last summary email:

This clearly is a problem when you have the burden of proof for a client that their backups are running successfully. If the client doesn't get a successful backup notification they call us and we have to investigate the issue. This costs us time and money that we can not recover.
THIS NEEDS FIXED!

+x

 

TurskRO - 17 August 2022 11:30 AM

The logs from nightly backups have started randomly not syncing back to site manager. This creates a false backup summary email after the backups:

Here you see that the log says two of my servers did not backup.
If you look at site manager under computers it shows that the computers are connected and that the backup ran:

If you look at the log files, the logs for the two computers in question are missing:

You then have to go to the computers section, open the computer in question and click tools and resync logs
After you do this, you can look in the logs section and the missing logs are there:

If you force a new summary email, you don't see the results of these backups because it only shows you since the last summary email:

This clearly is a problem when you have the burden of proof for a client that their backups are running successfully. If the client doesn't get a successful backup notification they call us and we have to investigate the issue. This costs us time and money that we can not recover.
THIS NEEDS FIXED!

Hi,

This is not something which has been reported from other customers, we will need to investigate. Can you contact our support team ( https://macrium.com/support ) and create a ticket so that we can arrange to get logs and investigate?

Kind Regards,

Alex

Macrium Development

See our reviews on

+x

 

Alex - 17 August 2022 1:44 PM

+x

 

TurskRO - 17 August 2022 11:30 AM

The logs from nightly backups have started randomly not syncing back to site manager. This creates a false backup summary email after the backups:

Here you see that the log says two of my servers did not backup.
If you look at site manager under computers it shows that the computers are connected and that the backup ran:

If you look at the log files, the logs for the two computers in question are missing:

You then have to go to the computers section, open the computer in question and click tools and resync logs
After you do this, you can look in the logs section and the missing logs are there:

If you force a new summary email, you don't see the results of these backups because it only shows you since the last summary email:

This clearly is a problem when you have the burden of proof for a client that their backups are running successfully. If the client doesn't get a successful backup notification they call us and we have to investigate the issue. This costs us time and money that we can not recover.
THIS NEEDS FIXED!

Hi,

This is not something which has been reported from other customers, we will need to investigate. Can you contact our support team ( https://macrium.com/support ) and create a ticket so that we can arrange to get logs and investigate?

Hello,
we have exactly the same problem since the update. The logs of all computers except one are in the Site Manager. To get the logs into the site manager, a resync for the corresponding computer in the site manager is required. I also note that the Site Manager is installed on the relevant computer.
We tested various solutions. uninstalling and reinstalling the agent, and so on. All without result.

Thank you for a solution in advance

Glad to know I'm not the only case of this. Support had me thinking it was just me. I still have the issue, but it's so sporadic that I've been dealing with it. I'd say it happens about once a week.

I have logged a case for this issue.

Hi All,

I've been looking into this - the logs not appearing in the logs view isn't related to transferring the log data across - we create an entry as soon as we get a backup finished notification for the backup. That's the same event that triggers the backup finished notification in the dashboard, so I assume those are still happening. In this case, it may be that there's some contention in the databases that causes the database insert to take longer than 2 minutes - that's our internal timeout for it. I have identified an unrelated issue that might be slowing the system down in times of high backup activity, so it may be related. 

I'd encourage you all to  submit support tickets so we can compare logs and circumstances. We are also looking at supplying a build which will provide additional logs / data in those situations. 

Kind Regards,

Alex

Macrium Development

See our reviews on

Next time it happens I'll submit a ticket.

Ticket open - 8797215738 Support information uploaded. This time it was BCUDC03 that showed no backup in the summary email. Per the notifications on the dashboard, the backup was successful.