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


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.


Issue is caused by current limitations of the Backup Plan design. Current design makes the old backup plan invisible in the old tenant's Backup Console, but still sends commands to the machine to apply the backup plan.


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

2. 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.


There is an issue in the product that causes creation of a FULL backup, if the backup plan is run for the first time in the month.


The issue will be fixed in future updates of the product.

As workaround, create backup plan with a custom backup scheme.

"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:

"Logging on with the specified credentials is impossible, probably because the account does not exist or the password is invalid" error

You are backing up an entire machine with the Application-aware backup option enabled. You have selected SQL, Exchange, or both.

After some time, you change the password for the user that has been specified during activation of the feature.

The backup starts failing with the following error message:

Logging on with the specified credentials is impossible, probably because the account does not exist or the password is invalid.

"JWT is issued by unregistered issuer" error when browsing website and/or mobile backup

You are using a branded URL instead of the default or

You are backing up websites and/or mobile devices.

Once you log in to Backup Console to check the backups of your device/website or your Customers' devices/websites, you try to check the recovery points, but receive an error message similar to the following:

Archive server error" and "JWT is issued by unregistered issuer

"Failed to open the backup archive by the ID" error when attempting to browse recovery points of website of mobile backup

In the list of backups, you see one or more archives that have not user-fiendly names.

If you attempt to browse this archive, e.g. check the recovery points, you receive an error message:

Failed to resolve the backup.
Failed to open the backup archive by the ID.

"Volume Tracker has failed to open session" error

Backup finishes with warning:

Error 0x10c476: Volume Tracker has failed to open session '\Device\HarddiskVolume2' for volume 'C:'.

AdGuard causes issues with web console

You have AdGuard installed on your computer.

You open Acronis web console and notice some issues: list of backups and locations is empty; you cannot create a cleanup, validation, or replication plan.


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 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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