59847: Acronis Backup 12.5: backup fails with "Cannot check the license due to a connection issue with the management server"

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Symptoms

Backup fails with:
Error code: 22
Module: 309
LineInfo: 0x8D165E86FB81959B
Fields: {"$module":"agent_protection_addon_vsa64_7002","CommandID":"D332948D-A7A9-4E07-B76C-253DCF6E17FB"}
Message: TOL: Failed to execute the command. Backup plan 'AAVB'
------------------------
Error code: 102
Module: 664
LineInfo: 0xBFC205B2F53C24E8
Fields: {"$module":"agent_protection_addon_vsa64_7002","FeatureID":"exchangeBackup"}
Message: Cannot check the license due to a connection issue with the management server.

Cause

Acronis Management Server host name cannot be resolved to IP from the machine where the agent is installed.

Solution

Solution 1

Update the product to the latest build (see https://kb.acronis.com/content/59131).  

If the issue still persists after upgrade, the error indicates a network issue. Check your network and make sure that Acronis Management Server is accessible from the agent machine.

Solution 2

Add the IP address of the management server to its configuration file:

  1. On the machine where Acronis Management Server is installed, open Windows Explorer and navigate to C:\Program Files\Acronis\AMS\
  2. Find the net.config file, right-click it and open in Notepad.
  3. Find this section:
    <public>
      <address>management server host name</address>
     </public>
     
    For example:
  4. Change the host name to the IP address of the management server:
    <public>
      <address>XXX.XXX.XXX.XXX</address>
     </public>
     
    For example:
  5. Save changes.
  6. Restart Acronis Management Server Service.

Retry backup. It should run successfully now.

Solution 3

If the steps above have not resolved the issue, add the IP address of the management server to the hosts file on the Agent machine:

  1. On the machine where Acronis Agent is installed, open Windows Explorer and navigate to C:\Windows\System32\Drivers\etc\
    On a Linux machine the directory would be /etc
  2. Find the hosts file, right-click it and open in Notepad.
  3. Add a line mapping the fully qualified domain name and the IP address of the management server:
    XXX.XXX.XXX.XXX hostname
    where XXX.XXX.XXX.XXX is the IP address of the machine where Acronis Management Server is installed and hostname is this machine's fully qualified domain name (click Start -> right-click Computer -> select Properties -> note Full computer name).
  4. Save changes.

On Acronis Virtual Appliance:

  1. Press Ctrl+Alt+F2 to open Virtual Appliance's console.
  2. To open the hosts file, issue:
    vi /etc/hosts
  3. To enter the editing mode, press the "O" key.
  4. Write the IP address and the name of the management server:
    XXX.XXX.XXX.XXX hostname
  5. To save changes, press Escape and type:
    :x
  6. Press Enter.
  7. To exit the console, press Ctrl+Alt+F1.

Retry backup. It should run successfully now.

Please note that you need to edit this file once the IP address or the host name of the machine with Acronis Management Server changes.

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