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.

Most recent articles

Backup fails with "Internal error: An expression test has failed"

Backup fails with:

Internal error: An expression test has failed.

"The storage quota is exceeded. Further backups will fail." error

Backup fails with error:

The cloud storage quota is exceeded for 'User'. Further backups will fail.

"The activity has failed due to a restart of the service" error

An operation in Acronis Backup Cloud fails with:

Error 0x1350001: The activity has failed due to a restart of the service.
| line: 0x7564da35b0f1eaf2
| file: e:\219\enterprise\common\tol\activity_workshop.cpp:88
| function: Tol::BaseRepairConditions::Result
| $module: mms_vsa64_10170

Acronis Backup Cloud Integration with ConnectWise Automate: alerts and ticket creation frequency

You use Acronis Backup Cloud integrated with ConnectWise Automate.

An issue appears in Acronis Backup Cloud, which produces an alert in Acronis backup management console, an alert in ConnectWise Automate console and a new ticket in ConnectWise Automate. Within a day the issue is solved, the alerts are deactivated, and the ticket is closed.

Later that day, the same issue occurs again. A new alert appears and a new ticket is created. You expect the old ticket to be reopened rather than a new one created.

Linux Agent does not detect 'Version 12' backups

You store backups on an SMBv2 network share. You use a Linux Agent to browse backups (Web console -> Backups).

You notice, that backups of 'version 12' format are not listed.

Activities of host-level backup plans are not shown for protected VM

You have a Hyper-V or ESX(i) host and back up its virtual machines with agentless backup, using a Agent for VMware (Windows or Virtual Appliance) or Agent for Hyper-V.

You want to check backup activities. You find the protected virtual machine in the list of devices, but notice, that the list of activities is empty.

Acronis Backup module for WHMCS: Random symbols in WHMCS module

When you open details of Acronis Product in WHMCS Client Area you see random symbols in place of backup status.

Warning "There is a double slash in the path"
  1. You use Acronis Backup 12.5 Update 3 (Build 10130) 
  2. You run an application-aware backup of a disk with MS SQL database
  3. You receive a warning: Error: A double slash in the path. 

    and the following error in logs:Message: Problems detected that may cause a VSS snapshot failure.

(!) This article applies only to the case when you receive both the error and the warning specified above.

Status, last backup & next backup fields are displayed incorrectly for Application backup

You check Status, Next backup, Last backup in Microsoft SQL or Microsoft Exchange tab. Fields Status, Next backup, Last backup display incorrect information about SQL or Exchange instance backup.

For example, status of the machine is shown as "not protected" despite the fact that specific SQL or Exchange instance of the machine was backed up successfully.

Or  "Last backup" / "Next backup" columns on Microsoft SQL or Microsoft Exchange tabs display dates which do not match backup dates of specific SQL/Exchange instances.

Backup sporadically fails with "Can't connect to the mailbox of user Mailbox database guid"

Backup of Office 365 mailboxes sometimes fails with:

Error code: 3
Module: 91
LineInfo: 0x5B3CC972C81BD710
Fields: {"$module":"arx_agent_fork_vsa64_10170"}
Message: Cannot find email '{0}'.
Error code: 3118
Module: 91
LineInfo: 0x5B3CC972C81BD710
Fields: {"$module":"arx_agent_fork_vsa64_10170"}
Message: The EWS server has responded with error code 'ErrorItemNotFound'. Response message: The specified object was not found in the store., Can't connect to the mailbox of user Mailbox database guid: 20500020-662b-4995-a334-5071c5928146 because the ExchangePrincipal object contains outdated information. The mailbox may have been moved recently.


Most viewed articles

"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 failed" alert

A backup did not complete successfully.

"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.

"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 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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