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, the device is not listed in Devices.

In the 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 (Windows Management Instrumentation) is used by Guardian Neo on Windows machines to retrieve information about disks, system, and services. This error indicates that Guardian Neo Agent attempted a query via WMI tools, but WMI failed to process it. This is often caused by WMI repository issues in the Windows operating system.

Solution

Diagnosis of WMI can be performed using the Windows WMI Diagnosis Utility:

• Download the WMI Diagnosis Utility

Steps to Resolve

1. Download and run the WMI Diagnosis Utility

2. Follow the utility's recommendations to repair the WMI repository

3. Restart the affected machine

4. Verify that the device now appears in the backup management console