Symptoms

After successful installation, the machine is shown as offline in the Cyber Protection console.

Possible causes

1. Managed Machine Service is not running.
2. Device is in sleep mode.
3. A connectivity issue between the backup agent and cloud servers.
4. Registry keys "MMSCurrentMachineID" and "InstanceID" do not match with IDs on the management server in Acronis cloud.

Solution 1

Make sure Acronis Managed Machine Service is running. If the service is stopped, the machine cannot communicate with the management server.

To check the status and start Acronis Managed Machine Service, do the following:

• Windows: navigate to Windows services and check whether the Managed Machine Service is running: Start -> Search -> services.msc
• Linux: open Terminal and execute under a superuser/root /etc/init.d/acronis_mms status 

• On Linux distributions using systemd, use the following commands to check the status of the MMS service:
  systemctl status acronis_mms

  service acronis_mms

• macOS: open Terminal and execute these commands to check services
  sudo launchctl list acronis_mms
  sudo launchctl list acronis_agent
  execute these commands to start services
  sudo launchctl start acronis_mms
  sudo launchctl start acronis_agent

If you see that the service was stopped or stops after restart, check system logs for service crashes. See more details in this article.

Solution 2

Check System event logs for Kernel-Power info events 42 and 107 to confirm.

Use the Wake up from the sleep or hibernate mode to start a scheduled backup in additional scheduling options to make sure backups are not skipped.

Solution 3

Make sure the affected machine has internet connection.

Make sure http://cloud.acronis.com is accessible from the affected machine.

Make sure all required ports are open. Otherwise, Acronis agent cannot communicate with the management server.

• Windows: use the Connection Verification Tool to check connectivity. Review the output. If the tool reports a port is closed, open this port.
• Linux: open Terminal and check whether required ports are open with the netcat command, for example:
  nc -zv baas.acronis.com 443
  If one or several of the listed ports are closed, open these ports.
• macOS: use the Network Utility to check whether required ports are open (if you need help using the utility, see this article).

Make sure Acronis Management Server can process Agent's requests. You can check it by creating and applying a test backup plan (you can revoke the plan afterwards).

Make sure the affected machine has received a correct token from the management server:

1. Issue:
   acropsh -m dmldump --service mms --viewspec-string Msp::Agent::Dto::Configuration
2. Make sure the Uplink line is filled:
       ('.Uplink.Address.Address', 'string', 'eu-baas.acronis.com'),
       ('.Uplink.Address.Alternatives', 'array', []),
       ('.Uplink.Address.Alternatives^Nil', 'nil', None),
       ('.Uplink.Address.Port', 'dword', 7787),
       ('.Uplink.Address^Is', 'string', 'Msp::Agent::Dto::ServerAddress'),
       ('.Uplink.IsSuspended', 'bool', 0),
       ('.Uplink.SessionType', 'string', 'ams'),
       ('.Uplink.ZmqPublicKey', 'string', 'y0Qd(6lPiJ2<)JkpXcmpITe8VhGQWh^*/HLQVZq#'),
       ('.Uplink^Is', 'string', 'Msp::Agent::Dto::UplinkInfo'),

Solution 4

1. Open the Cyber Protection console.

2. In the browser address field, remove everything after acronis.com/ and type bc/api/ams/resources so that the address looks like

https://<your_DC>.acronis.com/bc/api/ams/resources

3. On the page that opens, use page search (Ctrl+F) to search for title. Review all titles and find the machine name of the affected machine (a JSON formatter extension for your browser makes navigation easier).

4. The GUID displayed after hostId is the MMSCurrentMachineID for this machine. The GUID displayed after instanceId is the InstanceID.

5.  Note these IDs and compare the values to the values on the machine:

Windows: navigate to HKEY_LOCAL_MACHINE\Software\Acronis\BackupAndRecovery\Settings\MachineManager and note the values of  "MMSCurrentMachineID" and "InstanceID".
For example:
"InstanceID"="480D99EA-A79E-4FF0-9AF2-CDB6DD1D09CD"
"MMSCurrentMachineID"="6D4FDB37-5DE0-43BF-A499-B5076B44E1F6"

Linux: open /etc/Acronis/BackupAndRecovery.config and note the values of  "MMSCurrentMachineID" and "InstanceID".
For example:
<value name="InstanceID" type="TString">
                "C6C54E65-D328-4B2F-ABB4-37BA50E98CAA"
            </value>
...
<value name="MMSCurrentMachineID" type="TString">
                "B7B3DD56-2F64-4CF2-AB82-FA1D440730F8"
            </value>

macOS: open /Library/Application Support/Acronis/Registry/BackupAndRecovery.config and note the values of  "MMSCurrentMachineID" and "InstanceID".

If they don't match, change to registry values on the Agent machine to the ones you found in step 2

Collect information

If none of the solutions help, please collect the following information and contact Acronis Support:

• Collect System Report from the affected machine: see Acronis Agent is not installed or machine is offline
• Output of Connection Verification Tool