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

Local Agent for Office 365 does not support two-factor authentication

Symptoms

You use locally installed Agent for Office 365. After enabling multi-factor authentication(MFA) for your Office 365 organization, global administrator credentials are not accepted by Agent for Office 365.

Either the credentials are incorrect or the specified user is not an administrator in Microsoft Office 365

Installation on CentOS 5.x fails with "Cannot find package dkms"

Symptoms

Agent installation or update on CentOS 5.x fails with:

Cannot find package dkms

Cause

Issue in the product, caused by RPM signing/signatures checking issues in RHEL/CentOS5 version.

Solution

This issue is fixed in Acronis Cyber Cloud 9.0.

Browsing recovery points in Web Restore console fails with "The server is not available at the moment. Please try again later"

Symptoms

User tries to browse recovery points via Web Restore (https://<your_datacenter>.acronis.com/wr/)

The system message is displayed:

The server is not available at the moment. Please try again later.

OR

the Web restore page is empty or loads indefinitely.

Cause

Issue in the product.

G Suite backup completes with warning "This file has been identified as malware or spam and cannot be downloaded"

Symptoms

Backup of G Suite items completed with warning:

Activity fails with "Misc network error"

Symptoms

Backup, replication or a different activity fails with the following error:

Misc network error

Alert "The running backup has not shown any progress for some time and may be frozen" during backup of virtual environment

Symptoms

The following critical alert is displayed when backing up Hyper-V host and virtual machine(s) on it:

The running backup has not shown any progress for some time and may be frozen

Cause

Most likely cause for this alert is that VM backup is queued as it is waiting for host backup to be completed.

Error message text will be improved in the future product releases.

Website backup does not backup content of a symbolic link

Symptoms

You have configured a backup plan to protect a website. The website contains a symbolic link.

The contents of the symbolic link are not included in the backup, instead the link presented as a file.

Cause

Our software does not back up the content that a symbolic link is linked to (unless the content is also in the SSH user’s home directory). Instead, we back up the symbolic link itself.

Workstation icon is shown for server in backup management console

Wrong computer icon is shown in the backup management console: device with Server operation system may have icon for physical workstation.

"Failed to read from sector" warning during backup

Symptoms

Backup of a VMware virtual machine completes with warning:

After changing the archive format from 11 to 12 the replication to cloud starts failing

You have a backup plan with 1st location in a local storage and 2nd location in the cloud. Format 11 is selected in the backup plan options.

After you have changed backup format from 11 to 12, replication to cloud starts failing with this error message:

| error 0x400001: The archive is invalid or its type is unsupported.
| line: 0x98130db273d2482
| file: e:\381\enterprise\backup\archivers\is\archive.cpp:153
| function: Backup::ISArchive::Open
| $module: disk_bundle_vsa64_12960

 

Most popular articles

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/

Activity fails with "Misc network error"

Symptoms

Backup, replication or a different activity fails with the following error:

Misc network error

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.

Machine is offline in Backup Management Console

After successful installation, the machine is offline in the Backup management console.

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

An operation in Acronis Backup 12.5 or Acronis Backup Cloud fails with "The activity has failed due to a restart of the service." or "The activity has failed due to an unexpected machine reboot or the backup process was terminated."

"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."

"Failed to Connect to the Process" error

You may get the error as a result of exceeded timeout for disk system initialization. Disk system initialization is executed during backup. To fix it, add a value StartTimeout in Windows registry.

Incomplete backups occupy space; how to delete

You start a backup plan for the first time. After the first backup has not completed (for any reason), you want to delete this incomplete archive, but cannot find it under Backups. Or you notice, that space used in Acronis Cloud is larger than your backups occupy.

Backup to Acronis Cloud Storage fails with "Network disconnected by timeout"
This article is for Acronis Cyber Backup 12.5 and Acronis Backup Cloud. If you are using Acronis True Image see this article instead.

Symptoms

Backup to Acronis Cloud fails with message:

Network disconnected by timeout