60112: Acronis Cyber Backup Cloud: 'An internal error has occurred' in Backup Monitor

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Symptoms

When you press the Backup Monitor icon in the system tray, an error occurs:

An internal error has occurred

In mms.log you can find this error:
2017-07-31 11:16:24:374 5048 E00000000: 1273911: Request error: Error 0x2900003: {
|    "domain" : "accounts",
|    "reason" : "",
|    "serCode" : ""
| }
|
| line: 0x4de0b9d07b9f2c0b
| file: k:\3917\enterprise\rest_api\common\impl\register_handler.cpp:49
| function: Http::`anonymous-namespace'::LogAndMakeResponse
| $module: mms_rest_api_vsa64_3917.

As a result, you cannot log in to the Cyber Protection console from the Backup Monitor, although the backups are running successfully.

Cause

Internal error of the Backup Monitor usually means one of the following:

  • some of the services are not running
  • connection to cloud components cannot be established
  • if you have changed the password for your Acronis Cyber Backup Cloud account, Backup Monitor is not updated with fresh values and fails to communicate with Cloud components. This is a known issue which will be fixed in future updates.

Solution

If you know, you have indeed resetted the password recently and the backups are working fine as before, run the manual agent registration command. This solution is not applicable for agent for VMware/Hyper-V.

If the issue persists after manual registration, ensure that the affected machine can communicate with cloud components. Verify connection with this tool.

Make sure Acronis Managed Machine service is running on the affected machine: Start -> Search -> type services.msc and press Enter -> locate Acronis Managed Machine service and make sure its status is Running.

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