Acronis Backup 12.5 Known Solutions

Your Acronis Backup 12.5 quick troubleshooting kit. Below are the most recently published and the most popular articles. The solution you are looking for is most probably right here.

Most recent articles

Device does not appear in backup management console after installation

You have installed Acronis 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


You install Acronis Agent on macOS 10.13 with HFS+ on FusionDrive.

During Installation the (otherwise invisible) partitions „Recovery HD“ and „Boot X“ appear and stay visible after installation.


Acronis Agent detects file systems on all partitions of the Mac. To be able to read the file system on those hidden partitions, Acronis Agent needs to mount them and thus they become visible.


Product behavior will be improved in future versions.


Backup to Acronis Cloud Storage fails with "Network disconnected by timeout"


Backup to Acronis Cloud fails with message:

Network disconnected by timeout

Backup fails with "The management server is not available for more than 30 days"


Backup fails with the following message

The management server is not available for more than 30 days

Backup of Hyper-V 2019 machine finishes with warning 'Catastrophic failure'


1. You have Hyper-V 2019 environment with Acronis Backup Agent for Hyper-V installed,
2. Backup finishes with the following warning

'Windows error: (0x8000FFFF) Catastrophic failure'

Replication fails with "Cannot use this type of backup archive"


  1. You have a backup plan with replication. Backup format is set to Automatic selection in Backup options.
  2. The resulting archive is in Version 11 format as the original archive was created by older product version
  3. After the archive is deleted in original location, replication fails with the following error:

    Cannot use this type of backup archive.

Multiple "Error 0xfff0: The specified domain either does not exist or could not be contacted" messages in log


You have Acronis Agent installed on a machine, which belongs to a domain.

Acronis Managed Machine Service is running under a local user of this machine: .\acronis agent user or any other user that is not a domain user.

In mms log (C:\ProgramData\Acronis\BackupAndRecovery\MMS\mms.0.log), you notice multiple messages:

SMTP settings are lost after update


  1. You used Acronis Backup 11.7 and specified email settings in Default backup options
  2. You upgraded from Acronis Backup 11.7 to Acronis Backup 12.5 Build 9010
  3. After updating to newer builds of Acronis Backup 12.5(10130, 10330 etc), SMTP settings in System settings -> Email server are empty and need to be specified again.


Issue in the product.


Specify SMTP settings again after update.

Backup of a Linux machine fails with "No volumes have been found while processing the XXX template"


  1. You make an entire machine backup or disks/volumes backup of a machine with Agent for Linux
  2. Backup fails with the following error:

    No volumes have been found while processing the 'All Volumes' template.


    No volumes have been found while processing the 'Fixed Volumes' template.

VM replication fails with "Failed to upload file '404'"


VM replication task fails with the following error message:

| error 0x194: Failed to upload file '404'.
| line: 0x7fe2b27b4a169899
| file: e:/212/enterprise/migration/vm_backup/http_file/impl/uploader.cpp:241
| function: Upload
| $module: disk_bundle_tape_off_glxa64_10130


Most viewed articles

"Failed to Connect to the Process" error

You may get the error as a result of exceeded timeout for disk system initialization. Disk system initialization is executed during backup. To fix it, add a value StartTimeout in Windows registry.

"The shadow copy provider had an unexpected error while trying to process the specified operation"

VSS-Backup fails with "The shadow copy provider had an unexpected error while trying to process the specified operation". To solve this issue, troubleshoot the VSS provider mentioned in the message.

"Backup failed" alert

A backup did not complete successfully.

"Failed to read the snapshot"

You attempt to perform a disk or partition backup that fails with the following error: "Failed to read the snapshot."

Linux-based bootable media does not support PERC RAID controllers

The RAID array is seen as separate drives

"Backup finished with warning", "Activity finished with warning", "Activity failed" alerts

An operation in Acronis Backup 12.5/12, Acronis Backup Cloud, or a customized backup solution based on Acronis Backup Cloud finished with a warning message or failed.

"Backup did not start" alert

This alert is displayed when our product detects that a backup activity was not started at the scheduled time. For example, if a machine was turned off during scheduled backup time, this alert will be displayed the next time it is connected to the Management Server.

Machine is offline in Backup Management Console

After successful installation, the machine is offline in the Backup management console.

"Backup status is unknown" alert

This alert appears when the agent machine is offline during a scheduled backup. In this case, our Management Server has not received information whether the backup is running successfully or failed.

How to delete incomplete backups

You start a backup plan for the first time. After the first backup has not completed (for any reason), you want to delete this incomplete archive, but cannot find it under Backups. Or you notice, that space used in Acronis Cloud is larger than your backups occupy.

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