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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  1. You log in to the Backup Console of Acronis Data Cloud 7.7.
  2. You create a backup plan for the Agent that is still is of the old build 4670.
  3. With the default Entire machine plan, the Backup Option of Physical Data Shipping is missing. The option might be present for Disks or Files/Folders backup plan, but disappears while the plan is created.


This article is applicable to Acronis Backup Cloud and it's Web Restore Console


In Acronis Backup Cloud 7.0 and earlier, it was possible to check the size of backup slices. A backup slice is created during a backup operation and includes both new data (data changes since last backup) and links to old data (data that has not been changed since last backup) while the actual old data is stored in previous slices. In GUI, each backup slice is represented by a recovery point.

Backup fails with "Failed to parse the XML"

The backup of any kind fails with the following error message:

Failed to parse the XML.

| error 0x3b0001: Failed to parse the XML.
| line: 0x9a79f20828bcab0
| file: e:\72\enterprise\mms\managers\location\impl\manager.cpp:832
| function: LocationManagement::LocationManagerImpl::AddLocation
| IsReturnCode: 0x1
| $module: disk_bundle_vsa64_4670

Application backup (SQL and/or Exchange) fails with "Failed to resolve item by its reference"

You are backing up SQL or Exchange DBs by application backup with an always-incremental archive type ('version 11 backup format' in Acronis Backup 12.5).

Backups, validation or replication fails with the following error message:

Failed to resolve item by its reference.

"The credentials for Exchange server are incorrect. Error code 1802." error

You have an Office 365 account in the German data center ( You have Acronis Agent for Office 365 installed, but Office 365 tab is not available in the web console.

Backup plan runs on the machine after registering it to a different user (tenant)

You have a machine with a backup plan. In a while, you re-register the machine to a different user, but the backup plan still runs although it is not listed among backup plans for this device. If you delete entries about this backup plan via acrocmd, they return in a while.

Full backup is created on the first day of each month with "Weekly full, Daily incremental" scheme

You create a backup plan with a pre-set template for schedule - "Weekly full, Daily incremental"

You expect to have only the set amount of full backups, but in fact each month one extra is generated on the first day of the month.

Acronis Backup Cloud 7.7 Beta: recovery of mailboxes fails with "The account does not have permission to impersonate the requested user"

You are recovering Exchange data: mailboxes or emails.

Recovery fails with:

Error code: 3
Module: 349
LineInfo: 0x5B3CC972C81BD710
Fields: {"$module":"arx_agent_fork_vsa64_9058"}
Message: The account does not have permission to impersonate the requested user.

Error code: 3126
Module: 91
LineInfo: 0x5B3CC972C81BD701
Fields: {"$module":"arx_agent_vsa64_8477"}
Message: SOAP protocol error has occurred while accessing the EWS server. SOAP code: ErrorImpersonateUserDenied. SOAP message: The account does not have permission to impersonate the requested user.

"The security database on the server does not have a computer account for this workstation trust relationship" error


You are backing up application data, for example, SQL or Exchange databases, as part of an entire machine backup plan (application-aware backup).

You migrate the machine into another domain.

The next backup fails with an error message:


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"Failed to Connect to the Process" error

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.

"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.

"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."

"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 failed" alert

A backup did not complete successfully.

"Link target was not backed up" or "The file is out of backup scope" warnings

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.

"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.

"VSS writer 'SqlServerWriter' with class ID 'A65FAA63-5EA8-4EBC-9DBD-A0C4DB26912A' has failed to process the snapshot"


Backup fails with the following message:

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