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

Alert "Backup is missing: No successful backups for XX days" is raised when plan is revoked from all devices

Symptoms

Your Acronis data center is updated to Acronis Cyber Cloud 8.0.

You receive a "Backup is missing: No successful backups have been performed by the backup plan more than for XX days" alert from a backup plan that is not applied to any device (was revoked from ALL resources but not deleted). 

Cause

Issue in the product.

Solution

Acronis development team is working on the issue.

Website backup fails with "Could not connect to remote file system"

Error "Could not connect to remote file system" while performing website backup.

Dynamic groups are not populated correctly

Acronis Cyber Cloud 8.0 Advanced edition and Acronis Backup Advanced 12.5 introduced Dynamic group feature (see details here).

You may face situation when content of dynamic group is not populated correctly (for example, you register a device that matches search criteria, but it is not added to the group).

Agent for MAC on OS X Catalina produces a security warning that Apple can not search for malware

In Mac OS X Catalina, Apple introduced a Notarization of software requirement. More details can be read here.

Even though the Backup Agent for MAC should install and function properly on build 12.5.14800 , the OS would still produce a warning that the software could not be checked for malware:

"X can't be opened because Apple cannot check it for malicious software.
This software needs to be updated. Contact the developer for more information."

Attempt to enable application-aware backup of a virtual machine fails with "Failed to get the object's property 'disk.EnableUUID'"

Symptoms

  1. You try to enable application-aware backup of ESXi virtual machine,
  2. Operation fails with the following error:

Failed to get the object's property 'disk.EnableUUID'

Backup format is shown as "unknown" in Backups tab after Datacenter is updated to Acronis Cyber Cloud 8.0

You have existing backup created with Agent build 12960 or older version. Data center is updated to Acronis Cyber Cloud 8.0 (list of released versions - https://kb.acronis.com/content/56310)

You go to "Backup" tab, choose location and see "unknown" value in "Backup format" column.

Recovery points from local or network destinations are not loading if Quota for Cloud resources is disabled

Quota for Cloud resources is disabled for Customer tenant (group)

There are existing backups stored in local or network location in Customer group

Installed Agents build is 12960 or older

Attempt to browse recovery points finishes with "There are no backups of the selected devices in the known locations." message. An attempt to refresh recovery points result into "An HTTP request to cloud storage 'https://dc-cloud.acronis.com:443/api/1/rpc/' has failed with code '400' (Bad Request). Please try again later." in activities.

Quiesced snapshot creation fails for Windows Server 2019 VMs on ESXi 6.5 or 6.7

You are backing up a virtual machine with Windows Server 2019 on ESXi 6.5 or 6.7 using Agent for VMware (Windows) or Virtual Appliance,
Agentless backup finishes with warning

Creating a crash-consistent snapshot of virtual machine because the creation of its application-consistent snapshot has failed. An error occurred while saving the snapshot: Failed to quiesce the virtual machine

Virtual Appliance backup fails with "Cannot find GXT item type 'mms::disk::disk'."

1. You deploy Acronis Virtual Appliance to a ESXi host and it appears in the Devices list in backup console.

2. You apply a backup plan to Acronis Virtual Appliance. 

3. Backup of Virtual Appliance fails with a 'Failed to execute the command. Resolving items to back up' error containing these messages:

| error 0x14b0015: Cannot find GXT item type 'mms::disk::disk'.
| line: 0xc8f602c2d30777ab
| file: k:/3602/enterprise/managers/gtob/gxt/common/items_by_type.cpp:95
| function: GetTypeInfo
| $module: agent_protection_addon_glxa64_3602

Backup of macOS Catalina (10.15) fails with "Internal error: mount point required for file-level backup"

After an update to macOS Catalina (10.15) Acronis backups instantly fail with the following error:

Internal error: mount point required for file-level backup

 

Most popular articles

"Failed to obtain an instance of service class 'Msvm_VirtualSystemSettingData'" and "Failed to obtain an instance of service class 'Msvm_ComputerSystem'" errors

Backup of Hyper-V virtual machines fails or completes with these warnings:

Error code: 310
Module: 83
LineInfo: 0xFB98212D12086800
Fields: {"$module":"hv_srv_vsa64_8494"}
Message: Failed to obtain an instance of service class 'Msvm_VirtualSystemSettingData'.

or

Error code: 310
Module: 83
LineInfo: 0xFB98212D12086775
Fields: {"$module":"hv_srv_vsa64_8494"}
Message: Failed to obtain an instance of service class 'Msvm_ComputerSystem'.

or

Error 0x530016: Failed to find registered virtual machine '87A898FE-9749-4643-A47B-A69E24093218'.

Operation fails with "data is corrupted: CRC mismatch or internal data structures mismatch"

Symptoms

1.  Operation with a backup archive (backup, replication, validation, etc.) fails with the following message:

Data is corrupted: CRC mismatch or internal data structures mismatch

Backup fails with "VSS writer 'System Writer' with class ID 'E8132975-6F93-4464-A53E-1050253AE220' has timed out" error"

Backup fails with:

The backup has failed because 'VSS Writer' has timed out during snapshot creation

 

OR

Windows error: (0x800423F2) VSS writer 'System Writer' with class ID 'E8132975-6F93-4464-A53E-1050253AE220' has timed out. This may be caused by too intensive I/O on the machine at the backup start time. Try to re-schedule the backup to some different time. To troubleshoot VSS issues, download and run Acronis VSS Doctor available at https://www.acronis.com/en-us/personal/vss-diagnostic-free-tool/

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

Symptoms

Backup fails with the following message:

"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 fails with "One or more machines are not assigned a license" or "Functionality 'XX' is not available. Please use the appropriate license."

Symptoms

Agent version is 9940 or newer is installed. Backup fails with an error message inapplicable to Acronis Backup Cloud:"One or more machines are not assigned a license" or "Functionality 'XX' is not available. Please use the appropriate license."

"Backup failed" alert

A backup did not complete successfully.

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

Symptoms

Backup to Acronis Cloud fails with message:

Network disconnected by timeout
 

Backup finishes with warning "Creating a crash-consistent snapshot of virtual machine because the creation of its application-consistent snapshot has failed"

Backup of virtual machines finishes with warnings:

Creating a crash-consistent snapshot of virtual machine 'XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX' because the creation of its application-consistent snapshot has failed. Failed to create the virtual machine snapshot.

"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."

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