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

Incorrect value of location capacity shown in Web Console

Incorrect value of location capacity is shown in location properties in Backup Management Console.

Installation on ARM-powered PC fails with "This app can't run on your PC"

Symptoms

Installation of Acronis Agent for Windows on a machine with ARM CPU architecture fails with:

This app can't run on your PC.

Cause

Acronis Backup 11.7, 12 and 12.5 and Acronis Cyber Cloud services (including Acronis Backup Cloud) do not support ARM and ARM64 CPU architecture.

These Acronis products cannot be installed on ARM-based machines.

Update permissions for Acronis Agent for Linux files to prevent unprivileged users accessing the files

We have recently identified a security issue within Acronis Agent for Linux installations that may potentially allow unprivileged users to access Agent logs and backup data.

We have identified that these files and directories have excessive read permissions (allowing users who are not functioning as backup operators read the files) and recommend to deny read permissions to all users other than 'acronis' group members to these files:

/var/lib/Acronis/BackupAndRecovery/OnlineBackup/Default/username.crt
/var/lib/Acronis/BackupAndRecovery/MMS/user.config
/var/lib/Acronis/BackupAndRecovery/MMS/AccessVault/raw/*

Symptoms

Agent for VMware (Virtual Appliance) deployment via web console (Devices->Add->VMware ESXi) OR VMware ESXi VM backup fails with:

Symptoms

Fresh installation or upgrade of Backup Agent for Windows build 12.5.14800 fails with return value 1603. In MSI installation log, you see this error:

Office 365 cloud-to-cloud backup is in 'backing up' status for many hours

You have created a backup plan of Office 365 data to be performed by a cloud agent (cloud-to-cloud backup).

You notice that backup is in the 'backing up' status for many hours.

Symptoms

Activity fails with the following error:

The process cannot access the file because it is being used by another process

Editing Exchange backup plan fails with "The backup file name does not contain required variables: 'database name'"

Attempt to edit Exchange DB backup plan fails with this error:

Error code: 62
Module: 617
LineInfo: 0x22279C6A61B80C0D
Fields: {"$module":"ams_backup_assistant_addon_lxa64_12676","notExistingTemplates":"database name"}
Message: The backup file name does not contain required variables: 'database name'

Symptoms

Attempting to mount recovery points from cPanel WebCP since the update to 14800 (verxion 8.0) is failing with a timeout.

Warning "Failed to get the lists" during SharePoint site backup

Cloud to cloud backup of a SharePoint site ends with warning:

Failed to get the lists.

 

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/

Symptoms

You have installed Acronis Cyber Infrastructure (Acronis Storage) and registered it in Acronis Cyber Cloud.

You try to register Backup Agent in Acronis Backup Cloud, but registration fails with:

"Outgoing connections are not available for the following ports: hostname:44445"

Prerequisites

For a successful agent registration, the following prerequisites must be met:

1. All required Acronis Backup Cloud hostnames are accessible through respective ports:

Error "A device has no quota to apply a backup plan" appears for device with Workstation OS and enabled application backup

You have a device with Workstation OS protected by a backup plan with enabled application backup.

After data center is updated to Acronis Cyber Cloud 8.0, the backup plan cannot be run or applied due to error "Device has no quota to apply backup plan"

You check the type of service quota assigned to the device (Device -> Details -> Service quota -> Change) and see that no quota is assigned.

"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. 

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

Symptoms

Backup to Acronis Cloud fails with message:

Network disconnected by timeout
 

The software checks the progress of the backup task and other activities every hour. This alert is displayed anytime the software detects there has been no progress of any kind (bytes sent, disk activity etc.) for the past hour.

"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.