36119: Acronis vmProtect: "Failed to refresh the MetaInfo cache" Error Troubleshooting

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Operating Systems: 

The article describes the reasons and possible solutions to archive browsing or backup failures related to particular locations

This article applies to:

  • Acronis vmProtect

Symptoms

The following errors (note the message in bold) can be seen in the log file or in a pop-up message when you try to browse through the backup locations (View -> Recovery Points), check the statistics of the location on the Dashboard or when running backup to some folder (either local or network share):

An error has occurred while executing command 'get_detailed_location_info'.
In Location Manager an error has occurred while getting location statistics.
Failed to get URI of the backup archives. Operation parameters: arl:/030658B2-C3C4-4E73-AD60-A6BF81EB2C8F/9C1D4075-54B3-4AB4-96A5-408EEB76B1A5;
Failed to refresh the MetaInfo cache.
Location URI: avfs:/local?D:/; Location login: .

Cause

This is an issue in the product. It starts when there is inconsistency between the .meta folder contents which contains high-level details of the archives stored in the parent folder (each backup location contains ".meta" folder inside) with the meta information stored in memory cache of Acronis vmProtect Agent.

This issue is fixed in Acronis vmProtect 8 where there is no .meta folder created in the backup location. Note however that if you continue backing up to the same location which was used before by Acronis vmProtect 7 then the issue may still persist.

See Acronis vmProtect 8.

Solution

In general the solution is to delete the .meta folder contents and retry the operation which failed before (browse location or backup). In case of easily accessible locations (for example network shares) the process is quite straightforward (just delete the .meta folder), while in case you are using Locally Attached Storage (a disk attached to Acronis vmProtect Virtual Appliance), you should follow the below procedure:

  1. Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows. Its main function is to secure file transfer between a local and a remote computer. Beyond this, WinSCP offers basic file manager and file synchronization functionality.
  2. Log in to vSphere Client and open the console of Acronis vmProtect Virtual Appliance. Write down or remember the IP address of it.
  3. Press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2 (this will bring you to the command line interface);
  4. In the console please type this command: /bin/sshd
  5. Launch the WinSCP utility on the machine where you installed it;
  6. In the host machine field type your Acronis vmProtect Virtual Appliance IP (recorded on Step 2), the same as in the vSphere console. The default login:password is root:root (the password may differ if you changed it via web console at Configure -> Agent Password).
  7. The protocol should be set to SCP and then click on log in.
  8. You will get a window with all the directories of the Appliance (Windows Commander-like interface). Here you should browse the /mnt/local_storages/ folder, find folders with names like "D:", "E:", etc. (depending on the drive letter which you assigned to Locally Attached Storage) and remove the .meta folder from it (F8).
  9. If the problem still persists then collect the contents /var/lib/Acronis/vmProtect/ folder from the same WinSCP tool connected to Virtual Appliance. Please copy the folder, pack them into .zip and contact Acronis Customer Central with the collected information and a reference to this article.

More information

See also Acronis vmProtect 8.