36410: Acronis Backup Advanced 11.5 for SQL: Single-Pass Backup Fails with “The Credentials are Invalid.”

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Applies to: 

A single-pass backup of an SQL instance will fail if the user does not have enough privileges to back up SQL databases

Symptoms

You attempt to run a single-pass backup with a user that does not have enough privileges to back up the SQL instances. You get an error similar to this:

Command 'Backing up' has failed.
Additional info:
--------------------
Error code: 61
Module: 309
LineInfo: 4a8728dc8a1c950f
Fields: $module : service_process_vs_35132
Message: Command 'Backing up' has failed.
--------------------
Error code: 309
Module: 87
LineInfo: a590150b0bc6bc5a
Fields: $module : ArsAgentProvider_vs_35132
Message: Instance 'SQL2008R2X64' is not backed up.
Account 'Acronis Agent User' cannot be found or is disabled in the instance.
--------------------
Error code: 11
Module: 87
LineInfo: b19b368b2754d39b
Fields: $module : ArsAgentProvider_vs_35132
Message: Ms SQL odbc connection error.
--------------------
Error code: 30
Module: 87
LineInfo: b19b368b2754d395
Fields: $module : ArsAgentProvider_vs_35132
Message: The credentials are invalid.
--------------------
Error code: 2048
Module: 87
LineInfo: b19b368b2754d372
Fields: $module : ArsAgentProvider_vs_35132
Message: 28000 (18456): [Microsoft][ODBC SQL Server Driver][SQL Server]Login failed for user 'WIN-OB3IKTP9J9J\Acronis Agent User'.
--------------------

Or an error similar to this:

Error code: 308
Module: 87
LineInfo: a590150b0bc6bc68
Fields: $module : ArsAgentProvider_vs_35163
Message: Account 'Acronis Agent User' does not have enough privileges to access instance 'ACRONIS'. To be able to backup or recover the instance, the account must have the 'sysadmin' role in it.

Cause

User which the Managed Machine Service service uses to start has no sysadmin role in the SQL server and the "Ignore application errors" checkbox is not checked.

Solution

  1. Check "Ignore application errors" checkbox. In this case the backup will not fail, but SQL contents are not backed up.
  2. Check which user MMS uses to start in Control Panel -> Administrative Tools -> Services.
    Start SQL Management studio, connect to the SQL instance in question, go to Security -> Logins.
    Either add the Managed Machine Service user to SQL logins if it does not exist or add sysadmin role to it.

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