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 are backing up virtual machines by an Agent for VMware or Hyper-V (agentless backup).
  2. Backup notifications are enabled.
  3. Notifications contain only the name of the host machine or the name of Agent for VMware (Virtual Appliance or Windows Agent) machine name in the e-mail subject and body.


This happens when the same backup plan is applied to several VMs while backup is performed by a single Agent for VMware or Agent for Hyper-V due to a known issue in Acronis Backup.


  1. You are backing up data to a network share, and Validation is enabled in the backup plan.
  2. A recovery point is created, however, during the validation operation the target network share became temporary unavailable.
  3. The process hangs at 89% and you see an "Interaction required" message in the Status column:


You have removed several backup archives or have backed up a significant amount of data to the Cloud, but the Storage Usage still displays old values.


Currently, statistics are recalculated every 4-6 hours; then the new values are displayed in the Management Console and Backup Management Console (both for Acronis Cloud and Service Provider hosted storage based on Acronis Storage or Acronis Storage Gateway).

Other possible cause is that some old or incomplete backups occupy storage.

Applies to:

Acronis Backup 12.5 build 7048 and earlier (Windows).

Acronis Backup 11.7 build 50220/50064 and earlier (Windows)

Acronis Backup Cloud 7.0 Agent build 3917 and earlier (Windows)

Acronis Snap Deploy 5 build 1660 and earlier (Windows)

Why this alert is displayed:
Active Protection protects a system from malicious software known as ransomware, which encrypts files and demands a ransom for the encryption key. This alert appears when Acronis Active Protection service has been enabled for this machine, but is not started or is disabled.

When the alert is deactivated:
This alert is deactivated once Active Protection service started successfully and driver is enabled

Why this alert is displayed:
This alert appears when the validation operation has successfully complited and identified backup as corrupted (unrestorable).

When the alert is deactivated:
This alert is deactivated once validation starts again.

How to troubleshoot:
If you need assistance with identifying the root cause for archive corruption, contact Acronis Customer Central.

Why this alert is displayed:
Validation is an operation that checks the possibility of data recovery from a backup. You have specified this option in a backup plan or created a separate validation plan, and this operation failed. The alert drives your attention to this issue, because successful validation ensures that your backup will be restorable and a missed validation might put your data protection plan at risk.

When the alert is deactivated:
This alert is deactivated once validation is started again.

Why this alert is displayed:
A backup was manually canceled by a user. This alert notifies you that the last backup of this machine was not completed and your data was not protected at the expected time.

When the alert is deactivated:
This alert is deactivated once this backup is started again.


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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."

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.

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.

An operation in Acronis Backup 12, Acronis Backup Cloud, or a customized backup solution based on Acronis Backup Cloud finished with a warning message or failed.

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.

Every time an Agent is installed, a new entity is created in Acronis software and the machine is displayed in the Backup management console. When the Agent is reinstalled, a second entry might appear for the same machine and new backup archives for this machine will be created once old backup plans are applied. To prevent these duplicates from appearing, leave Remove the logs and configuration settings (Windows) or Clean up all product traces (Linux) cleared.

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