Acronis Cyber Protect Cloud

Technical Questions & Known Solutions

Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software
Acronis Software: Troubleshooting application lockups
Acronis Cyber Protect: Alert "Protection plan has been revoked from device due to a licensing issue"
Acronis Cyber Backup: Activity fails with "The process cannot access the file because it is being used by another process" and "Failed to lock the file because it is opened in another program"
Acronis Cyber Protect Cloud: Protection plans can't be created and Activities tab is empty on US2 DC
Acronis Software: Troubleshooting Application Crashes
Acronis Cyber Protect Cloud: Troubleshooting "Cyber Protection (or Active Protection) service is not responding" and "Active Protection service is not running" alerts
Acronis Cyber Protect Cloud: machine is offline in Cyber Protection console
Acronis Cyber Protect: how to fix corrupted archives in network locations
Acronis Cyber Protect Cloud: Replication fails with “The password for the protected backup is incorrect” after C23.02 release
"Backup/Activity is not responding" alert
Acronis Cyber Protect: Acronis services are not running or connection to Acronis Agent fails with "Failed to establish local connection"
Acronis Cyber Protect Cloud: Backup deletion fails with "You try to delete an already deleted archive. Probably list of archives is outdated. Press refresh vault to get the actual archive list"
"Backup finished with warning", "Activity finished with warning", "Activity failed" alerts
Acronis Cyber Backup, Acronis Cyber Protect: Activity fails with "Windows error: (0x800704C8) The requested operation cannot be performed on a file with a user-mapped section open"
Spotting and fixing hardware I/O errors (disk errors) on Linux
Acronis software creates a temporary file during snapshot
Acronis Cyber Protect Cloud, Acronis Cyber Protect 15: Cyber Protection Monitor is started for each user session on Windows machine with multiple user accounts and Agent installed and causes resources overuse
Acronis Cyber Protect: Backup and other operations fail with "Request to cloud storage ':80/api/1/rpc/' has failed"
Acronis Backup: Troubleshooting Pre/Post Commands Issues
Acronis Cyber Protect Cloud: Backup succeeded with warning: "Windows error: (0x800700E1) The operation could not be completed because the file contains a virus or potentially unwanted software."
Acronis Cyber Protect Cloud: Grant the 'Full Disk Access' permission to the Cyber Protection agent
Acronis Cyber Protect, Acronis Cyber Backup: all or some VMware virtual machines do not appear in the console
Acronis Backup plugin for cPanel/WHM produces 404 Error and does not work on cPanel version 100 with the new default Jupiter theme
Acronis Cyber Protect Cloud, Acronis Cyber Backup: incorrect cloud storage usage
Acronis software: How to troubleshoot EWS connection by using EWSEditor
"Validation failed" alert
Acronis Cyber Protect Cloud: Agent is shown under Settings - Agents tab, but resource is not available under Devices
Acronis Cyber Protect, Acronis Cyber Backup: Operation fails with "Windows error: (0x8007051F) There are currently no logon servers available to service the logon request"
Acronis Bootable Media Does Not Detect HDD, RAID or NIC
Acronis Cyber Protect Cloud: "C:\System Volume Information\FileProtector\FileStorage\" consumes a lot of drive space
Acronis Cyber Protect Cloud: SharePoint site is not listed in Site collections section
Acronis Cyber Protect Cloud: 4 instances of mmsmonitor.exe
Acronis Cyber Protect Cloud: "Windows Defender preferences cannot be controlled because Tamper protection feature is enabled" alert
Acronis Cyber Protect Cloud: Alert "Authorized user access to partner tenant is not supported" in Cyber Protection console
Acronis Cyber Protect Cloud: Cyber Protect Monitor disappears on macOS after agent update to C23.02
Acronis Cyber Protect Cloud: Acronis task manager service is consuming high amount of CPU and multiple warnings are shown in Acronis Console.
Acronis Cyber Protect: Attempt to remove backup or recover files fails with "The machine is offline or is not available"
Acronis Cyber Protect Cloud: "Some of selected files are located on NTFS deduped volume" error
Acronis Cyber Protect: VM backup or running VM from backup fails with "The specified module could not be found" if Microsoft Visual C++ 2017 Redistributable is not installed with VMware VDDK 7.0
Acronis Cyber Backup: troubleshooting synchronization issues between Agents and Management Server
Acronis Cyber Protect Home Office, Acronis Cyber Protect Cloud: Machine fails to boot because of missing ngelam.sys
Acronis Cyber Protect: file_protector.sys or file_tracker.sys consumes a lot of RAM
Acronis Cyber Protect Cloud: After changing user login some devices have not changed their Account Login ID
Acronis Cyber Protect: applying protection plan fails with "Protection plan conflict detected"
Acronis Cyber Protect, Acronis Cyber Backup: Installation of third-party Antivirus fails if Acronis Agent is installed
Acronis Cyber Protect: Catalog indexing activities for Cloud-to-Cloud items fail with "Internal error"
Acronis Cyber Infrastructure: "User is not allowed to register/unregister storages" error
Acronis Cyber Protect Cloud: atp_database_mirror.exe consumes a lot of network bandwith and disrupts network connectivity
Acronis Cyber Protect: Impossible to edit or apply protection plan, error "Cyber protection functionality is not fully available"
Acronis Cyber Protect Cloud: false disk health alerts about NVMe drive
Acronis Cyber Protect Cloud: Local Agent for Microsoft 365 does not support multi-factor authentication
Acronis Cyber Protect Cloud: No option to reset 2FA after C23.02 release
Acronis Cyber Protect: Adobe Acrobat does not start if Device Control is enabled in protection plan
Acronis Cyber Protect Cloud: "Please try to refresh the page. If the error persists, please contact support." error in Cyber Protection Console or Management Portal
Acronis Backup plugin for WHM and cPanel: an activity is stuck and cannot be cancelled
Acronis Cyber Protect Cloud: after update to WHMCS 7.2 the form in online store is not shown
Acronis software: 'Legacy system extension' message on macOS 10.15
Acronis Cyber Protect: Activities of refreshing or deleting C2C backups are getting stuck in Pending state
Acronis Cyber Protect: non-existing backup plans are still running on workloads after C22.04 release
Acronis Cyber Protect Cloud: Performance issues on US5 DC
Acronis Cyber Protect Cloud: email notification is not received
Acronis Cyber Protect Cloud: Agent update fails with "Task timeout expired. The agent that is responsible for processing the task is not accessible"
Acronis Cyber Protect Cloud: Activity fails with an error "invalid_grant", "couldn't get upstream token, failed to get upstream token provider" or "couldn't get upstream token, the agent is not registered with an upstream server"
Acronis Cyber Protect: Many "Running smart recommended actions" activities in pending or failed state
Acronis Cyber Infrastructure: ABGW setup fails with "Failed to create backup storage: Failed to verify the account server API version"
Acronis Cyber Protect Cloud: Upgrade of WHMCS plugin requires older version
Acronis Cyber Protect Cloud: Excessive RAM usage after Agent update to C22.10
Acronis Cyber Protect Cloud, Acronis Cyber Backup: how to set up a limited vSphere account
Acronis Cyber Protect Cloud, Acronis Cyber Backup: transaction logs are not truncated after a backup
Acronis Cyber Protect: C2C backup archive size is larger than expected
Acronis Cyber Protect Cloud: Message "Attempt to connect with ARSM" in MMS log
Acronis Cyber Protect: Difference between Bytes saved and Bytes processed in backup activities
Acronis Cyber Protect Cloud: Alerts "The backup agent was offline at a scheduled backup time" are generated although backups run correctly
Acronis Cyber Protect Cloud: Accepting Orders Fails in WHMCS Integration
Acronis Cyber Protect Cloud: Agent for Mac creates local folder as destination instead of unmounted external drive
Acronis Cyber Protect Cloud: Unable to install LogMeIn / Bitdefender AV after Agent update to 12.5.22210 and higher
Acronis Cyber Protect Cloud, Acronis Cyber Backup: specifying Exchange credentials fails with "The format of name is not supported"
Acronis Cyber Protect Cloud: collecting system information from v1 cloud Agent for Microsoft 365 fails with "Agent is not accessible"
Acronis Cyber Protect Cloud: An error "This account is temporarily disabled" appears in Integration plugins
Acronis Cyber Protect Cloud: BSOD caused by "Fltsrv.sys"
Acronis Cyber Protect, Acronis Cyber Backup: SnapAPI issues on Linux with kernel 5.8
Acronis Cyber Protect Cloud: Troubleshooting stuck "Updating Cyber Protect definitions" activities
Acronis Cyber Protect Cloud: Time settings on the Acronis Storage cause miscommunication with Agents
Acronis Cyber Protect Cloud: Troubleshooting login issues
Acronis Cyber Protect Cloud: retention rules generates warnings "Cannot free up space taken by the deleted backups. The operation will be retried during next backup deletion"
Acronis Cyber Protect: The confirmation window is not displayed on the agent machine when you try to connect to a mac device
Acronis Disaster Recovery Cloud: Failback fails with "Internal error. Please try again later or contact support."
Acronis Cyber Protect: Cyber Protection Monitor shows "Protection plan not applied" status when protection plan without backup is applied to device
Acronis Software: Troubleshooting Windows Operating System Lockup
Acronis Cyber Protect Cloud: local storage usage calculated twice
Acronis Cyber Protect Cloud: User gets sporadically logged out from the Cyber Protection console
Acronis Cyber Protect Cloud: Errors "Tenant identifier not resolved" sporadically appear in console
Acronis Cyber Protect Cloud: Connection to Cyber Protection console fails with “wcsServiceUnavailable”
Acronis Cyber Protect Cloud: Login to Cyber Protection console fails with "The Cyber protection console is not available" after C22.01 release
Acronis Cyber Protect Cloud, Acronis Cyber Backup: "Lost connection to the back-end service" error when working in Cyber Protection console
Acronis Cyber Protect Cloud: Incorrect protected devices count in Account management console after C21.01 release
Acronis Cyber Protect: troubleshooting performance issues in Microsoft Office software when Agent is installed
Acronis Cyber Protect Cloud: Service consoles are inaccessible after enabling self-service
Acronis Cyber Protect: C2C activity fails with "A backup agent error: 'nothing is processed in protection applying'"
Acronis Cyber Protect Cloud: New group "Cyber Operators" is created after C21.09 release
Acronis Cyber Protect Cloud: mmsmonitor.exe crashes on a Citrix VM
Acronis Cyber Protect Cloud: 7-day history for Microsoft 365 backups is not available
Acronis Cyber Protect Cloud: Total run and number of successful run is zero for Microsoft 365 resources and ESXi VMs
Acronis Cyber Protect Cloud: Activity widgets are empty on EU8 DC
Acronis Cyber Protect Cloud: Empty activity widgets on EU1, EU2, US2, US5, SG1 DCs
Acronis Cyber Protect Cloud, Acronis Cyber Backup 12.5: attempt to browse or delete mobile device backup fails with "Internal error: An expression test has failed."
Acronis Cyber Protect Cloud: Account with 2FA enabled cannot authenticate to the PDS Creation Tool (crash)
Acronis Cyber Protect Cloud: Troubleshooting web console issues
Acronis Cyber Protect Cloud: "Cyber Protection (or Active Protection) service is not responding" alerts on macOS older than 10.11
Acronis Cyber Protect Cloud: which URL to choose for login
Acronis software: operation Fails with "The activity state has been repaired after unexpected failure"
Acronis Cyber Protect Cloud, Acronis Cyber Backup 12.5: Attempt to manually modify Acronis files fails with "Access denied" error
Acronis Cyber Protect Cloud: Random symbols in WHMCS module
Acronis Cyber Protect Cloud: Device or plan has a Warning or Failed status although there are no alerts in console
Acronis Cyber Protect Cloud: Configuring Google Workspace account fails with "ExternalRequestFailedError"
Acronis Cyber Protect Cloud: Microsoft 365 "Users" tab is missing
Acronis Cyber Protect: incremental disk backup size exceeds the size of changed files
Acronis Cyber Protect Cloud: Printers from the original device do not appear when the same device is restored
Acronis Cyber Protect Cloud: Attempt to refresh vault content errors out with HTTP request "/api/vault_manager_insecure/v1/sync/archives" failed: 500 - Internal Server Error
Acronis Cyber Protect Cloud: printer issues when Agent is installed
Acronis Cyber Protect Cloud: Activities and alerts from deleted tenant appear in Dashboard and reports
Acronis Cyber Protect: Backup to Acronis Cloud fails with "Access to Cloud storage is denied", "Request to cloud storage has failed with code 504", and "The request failed: Status 503"
Acronis Cyber Protect Cloud: Troubleshooting Acronis Storage Registration Issues
Acronis Cyber Protect Cloud: Login to Web Restore console fails with "Whitelabel Error Page"
Acronis Cyber Protect Cloud: cloned machine is not listed in Devices
Acronis Cyber Protect Cloud Integration with ConnectWise Automate: alerts and ticket creation frequency
Acronis Cyber Protect Cloud Omnivoice integration: Omnivoice service usage reported incorrectly
Acronis Cyber Protect Cloud: Cloud Storage usage values are not updated on US5 DC
Acronis Cyber Protect: VM Replication plan does not start after the first run
[Fixed] Acronis Cyber Protect Cloud: "GXT: The item provider has skipped the report of an item with key" error
Acronis Cyber Protect Cloud: Attempt to browse archive finishes with "Server encountered an unexpected condition that prevented it from fulfilling the request" or "403 - Forbidden: Policy does not allow current user to do this operation"
Acronis Cyber Protect Cloud: "Address is in the forbidden list" error
Acronis Cyber Protect Cloud: Your own scripts cannot be chosen in Scripting plans
Acronis Cyber Protect: Impossible to enable Local backup for a customer if it was not enabled during tenant creation
Acronis Cyber Protect Cloud Integration with ConnectWise Automate: Acronis plugin for ConnectWise Automate doesn't work with the latest Automate 2021.1 patch
Acronis Cyber Backup for Plesk: single sign-on does not work
Acronis Cyber Protect: Agent update hangs or fails if DeviceLock service cannot be stopped during installation
Acronis Cyber Protect Cloud Omnivoice integration: Omnivoice user cannot login to Acronis web interface
Acronis Cyber Platform: Saving data while configuring N-able N-Central integration fails with "Something went wrong" error
Acronis Cyber Protect Cloud: Email notifications are not sent: “SMTPServerDisconnected: Connection unexpectedly closed”
Acronis Cyber Protect Cloud: After selecting the location "Temporary registration: do not enable for any tenants", Disaster Recovery and other services are not available.
Acronis Cyber Protect Cloud: incorrect value of location capacity shown in Cyber Protection console
Acronis Cyber Protect Cloud: Updating offering items via Rest API fails with "Status code 426 Upgrade Required"
Acronis Cyber Protect Cloud: Windows Explorer Cannot Open File-Level Backup of a Mac
Acronis Cyber Protect Cloud, Acronis Cyber Backup: activity fails with "Instance '<name>' is skipped because it is already being backed up." or "The backup of database <name>' located on Exchange server <name> was skipped."
Acronis Cyber Protect Cloud: Operation reports and widgets showing n/a device status
Acronis Cyber Protect Cloud: Changes in protection plan are not applied after clicking "Save"
Acronis Cyber Protect Cloud: Activity widgets are empty on EU1 DC
Acronis Cyber Protect Cloud: Microsoft 365 public folders are not visible in Cyber Protection Console
Acronis Cyber Protect Cloud: Performance issues on EU data centers
Acronis Cyber Protect: Activity fails with "An internal error. Please contact the support team"
Acronis Cyber Protect: Alert "Applying protection or VM replication plans to virtual machines is not possible on the parent unit level. Switch to the corresponding child unit where the protection agent is registered" when applying protection plan
Acronis Cyber Protect Cloud: deleting archives from cloud storage fails with "The file is read-only"
Acronis Cyber Protect Cloud: saving protection plan hangs with "Optimizing plan for device"
Acronis Cyber Protect Cloud: It is not possible to delete agents after tenant deletion
Acronis Cyber Protect Cloud: Agents offline and slow performance on US5 DC
Acronis Cyber Protect Cloud, Acronis Cyber Backup: hidden partitions become visible after installing Acronis Agent in macOS
Acronis Cyber Protect Cloud: Users tab shows previous tenant when moved to the current one through search
Acronis Cyber Protect Cloud Omnivoice integration: Administrator cannot manage Omnivoice users
Acronis Cyber Protect Cloud: management console hangs when browsing Clients tab
Acronis Cyber Protect Cloud: Login to web interface fails with "Access from your IP address is not allowed"
Acronis Cyber Protect Cloud: missing dates in widgets and reports
Acronis Cyber Protect Cloud: Acronis Managed Machine service fails to start due to crashes
Acronis Cyber Protect Cloud: How to Change UEFI bootable media locale
Acronis Cyber Protect: Cloud storage usage doesn't update in Management portal
Acronis Cyber Protect Cloud: Activity details for virtual machines are "Loading" endlessly
Acronis Storage 1.x: ABGW storage registration fails with "HTTP Error 409: Conflict"
Acronis Cyber Protect Cloud: how to change port 9999
Acronis Cyber Protect Cloud: CheckPoint Sand Blast extention for Google Chrome causes issues with web console
Acronis Cyber Protect Cloud: MySQL databases don't load by attempt to browse backup
Acronis Cyber Protect Cloud: Tenant filter does not work for 'Backup status' widget
Acronis Cyber Protect Cloud: CBT does not work properly for Hyper-V VM if multiple plans are applied to the machine
Acronis Cyber Protect Cloud: Hyper-V host does not appear in "Machines with agent" group
Acronis Cyber Protect Cloud: No data related to Microsoft 365 backups in the Operation reports
Acronis backup products: Slow detection of some USB drives
Acronis Cyber Protect Cloud Omnivoice integration: Omnivoice service cannot be enabled for user
Acronis Cyber Protect Cloud: Creating a new customer group fails with "Cannot read property 'code' of undefined"
Acronis Cyber Protect: VM name is not displayed in email notifications for VM backup
Acronis Cyber Protect Cloud: Devices disappear from console after tenant move
Acronis Cyber Protect Cloud: Cleared alerts appear in Partner reports and widgets
Microsoft VDI collection creation does not work if Agent for Hyper-V is installed
Acronis Cyber Protect Cloud: 'Backup status' widget is empty after C21.01 release
Acronis Cyber Protect Cloud: Operations reports are generated in English instead of the selected language
Acronis Cyber Protect: Warning "user was blocked due to ten failed sign-in attempts. User agent: 'Faraday v0.9.2" in Audit log
Acronis Cyber Protect Cloud, Acronis Cyber Backup: AdGuard causes issues with web console
Acronis Cyber Protect Cloud: Error “List index is out of range” is shown on US2 or US5 DCs
Acronis Cyber Protect Cloud: Backup export fails with "Failed to get archive_replication draft from session" or "This action is not available with the current license"
Acronis Cyber Protect Cloud: How to whitelist Acronis traffic in Fortinet FortiGuard Application Control Service
Acronis Cyber Protect Cloud: False alerts about missed backups if plan was applied to All Microsoft Exchange mailboxes
Acronis Cyber Protect: Backups are not available after deleting the location and re-adding it in Management Portal
Acronis Cyber Protect Cloud: Agent uninstallation creates a registry record in PendingFileRenameOperations preventing installation of other software
Acronis Backup for Plesk/cPanel: mounting time increases for a backup with file filters
Acronis Cyber Protect Cloud: Acronis Agent Core service fails to start due to corrupted .yaml file
Acronis Cyber Protect Cloud Omnivoice integration: User cannot use Omnivoice service
Acronis Cyber Protect Cloud: URL Branding certificate is not updated after successful upload
Acronis Cyber Protect: Recovery from Acronis Cloud with bootable media cannot be started with "The selected location does not have any backup data" message when using registration token
Acronis Cyber Protect Cloud: cannot open Cyber Protection console for different customers at once
Acronis Cyber Protect Cloud: Machine status is "Not protected" although protection plan is applied
Acronis Cyber Protect Cloud: Disk health status widget shows 'There are no items to show in this view' message
Acronis Cyber Protect Cloud Omnivoice integration: User cannot log in with Acronis account credentials to Omnivoice
Acronis Cyber Protect Cloud: Multiple activities like "Secure session was started" appear in the "Activities" tab in Cyber Protection console
Acronis Backup extension for Plesk: Dashboard is not loading
Acronis Cyber Protect Cloud: Management portal issues on US5 DC
Acronis Cyber Protect Cloud: Active protection alerts show device names in capital letters
Acronis Cyber Protect Cloud: Deleting backups from Cloud fail with the error "Internal server error"
Acronis Cyber Protect Cloud, Acronis Cyber Backup: update permissions for Acronis Agent for Linux files to prevent unprivileged users accessing the files