Acronis Backup Cloud Known Solutions

Your Acronis Backup Cloud 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.

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You have created a new administrator in an existing group or you have created a new group and an administrator.

With this new administrator account, you try to log in from the management portal to the backup management console by clicking Manage service, but login fails.

Your Acronis agent build is 4290; either you have just updated from the previous build or made a fresh installation.

Backup fails when the retention rules are applied with the following error message: "Internal error in library. The linked position is unknown."


You have installed Acronis Storage and registered it in Acronis Data Cloud.

You try to register Backup Agent in Acronis Backup Cloud, but registration fails with:

"Outgoing connections are not available for the following ports: hostname:44445"


For a successful agent registration, the following prerequisites must be met:

1. All required Acronis Backup Cloud hostnames are accessible through respective ports:

After update to Acronis Backup Cloud 7.5, backup starts failing with "The user name or password is incorrect." In logs on the agent machine, you also see this error: "ValueError: too many values to unpack (expected 2)".

When you navigate to Backups and try to access archives in this location, you are prompted for credentials.

You have a backup plan with retention rules. Retention task fails with:

Error: An unsupported URI is specified: 'F:\Acronis\#arl:/B0FA4D42-6C34-4261-9A13-00731960BE51/74695400-3457-465B-BA6A-6BE8FAC21BCF/96D11AB5-FF69-4B4C-9884-4BE8778AAECB'.

You log in to the Backup management console as a Partner administrator. In All devices, you click Add and look for Website under Applications.

Website backup is not available.

You receive an alert (and possibly an email) stating that your quota for the cloud storage is exceeded, but you do not use cloud.


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You may get the error when starting a backup plan destination to SAN, complex RAID or dynamic disk arrangements, or Cloud storage. To fix it, add a value StartTimeout in Windows registry.

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.

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

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.

You create a backup. Backup completes with warning "Link target was not backed up" or "File {1} pointed by symlink {0} will not be backed up because the file is out of backup scope." Warning notifies that symbolic link target is not included in the backup.

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

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.

You are using Microsoft Outlook and set it to keep a local copy of your items on your computer (Offline Outlook Data File *.ost). You create a backup of your machine using VSS. Backup completes successfully, but the *.ost-file is not present in the backup.

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.

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