31348: Acronis vmProtect: Backup Fails with "Awaiting task 'CreateSnapshot' has failed. Reason: Response timed out"

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Please contact Acronis Customer Central to get a special build with the timeout increased

This article applies to:

  • Acronis vmProtect 6
  • Acronis vmProtect 7 (prior to build #5173)

Symptoms

  1. Ten minutes after the backup star it fails with the following error:

    --------------------
    Error code: 13
    Module: 149
    LineInfo: d1ab7fa1e56ec8b7
    Fields:
    Message: Failed to perform the requested operation.
    --------------------
    Error code: 103
    Module: 83
    LineInfo: a859dd78cc91de7b
    Fields:
    Message: Failed to open the virtual machine ([DATASTORE] VM Name/VM Name.vmx).
    --------------------
    Error code: 148
    Module: 83
    LineInfo: c7610e0a857bede7
    Fields:
    Message: Awaiting task 'CreateSnapshot' has failed. Reason: Response timed out

  2. The snapshot itself is created and remains in the system even though the backup task has failed;
  3. The snapshot of the VM is created properly from vSphere Infrastructure Client.

Cause

The vCenter/ESX(i) host has not returned any reply to Acronis vmProtect Agent within 10 minutes timeout since the snapshot creation start.

Solution

This problem is fixed in Acronis vmProtect 7 Update 2 (build #5173) and higher versions where timeout is increased up to 1 hour. Please update to resolve the issue.

More information

It could be a good thing to investigate why the quiesced snapshots of the VMs are taking that long to complete. Snapshots without memory:

This usually indicates that there is a too high load on the ESX(i) host and/or vCenter. Normally the snapshots (even of large VMs) are created within 1-2 minutes period, so it may be the case that your virtual infrastructure needs to be optimized and speed up.

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