55070: Acronis Cyber Backup: Backup fails with "Access to the file is denied"

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Applies to: 

Last update: 29-04-2021

Symptoms

Backup fails with error:

Error code: 58
Module: 307
LineInfo: c37471ceffa18278
Fields: $module : agent_protection_addon_vs_37607
Message: No backup items were resolved:
[PATH=<path>]
Access to the file is denied.
[PATH=<path>] 

and event code 0x0135003D+0x01330029+0x0133001D+0x0133003A or 0x01330029+0x0133001D+0x0133003A 

Cause

The items you are backing up are no longer accessible by Acronis agent, e.g.:

  • You have selected a network share but the location is not available anymore.
  • You have selected a network shares but you do not have permissions to go to that share.
  • You have selected a virtual machine but the VM was removed.
  • Your Acronis Virtual Appliance is attached to an ESX(i) host and you have created a plan to back up a VM. Then this VM was moved to another ESX(i) host.
  • You are doing a disk-level backup of a machine and your RAID controller does not provide a specific ID for the RAID disk but instead it is using IDs of each of your disks. Therefore when you create a backup plan your HHD has one ID, but when the backup runs the ID is different. This is a rare case.

Solution

You need to find out why Acronis agent cannot access the items you have selected to back up:

  1. Check access to the data you have selected.
  2. Provide correct credentials.

 

Should the issue still persist, please collect the following information:

  1. Process monitor log while backup fails.
  2. Acronis System Report from the machine is question.

And contact Acronis Support.