Why this alert is displayed:
This alert appears when the agent machine is offline during a scheduled backup. In this case, our Management Server has not received information whether the backup is running successfully or failed.
When the alert is deactivated:
This alert is deactivated as soon as the agent comes online or is removed from the management server (and the list of devices).
If backups did not start or failed while the agent machine was offline, respective alerts will be triggered while the 'Backup status is unknown' alert will be deactivated.
How to troubleshoot:
- Check if the agent is expected to be offline (for example, it is a notebook that is outside the Management Server network).
- If the agent should not be offline, make sure Acronis Managed Machine Service is running: Start -> Search -> services.msc -> locate Acronis Managed Machine Service and check its status. Start the service, if it is stopped.
- Contact Acronis Customer Central, if you need assistance.