60586: [Fixed] Acronis Backup Cloud: backup fails with "The user name or password is incorrect"

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Applies to: 

Symptoms

After update to Acronis Backup Cloud 7.5, backup starts failing with:

| error 0x 2710001: Front end server to enable account can not be found.
| Row: 0x6592a83aa4ae5cdd
| File: d: / 3957 / network / pastorage / cert_storage / cached_setup.cpp: 128
| Function: DiscoverFesUri
| $ module: disk_bundle_lxa64_3957
|
| error 0x12700a7: Failed to get address of registration server.
| Row: 0xcfda 2680 d 185 4 164
| File: d: /3957/enterprise/backup/online/account/impl/account_server_impl.cpp: 84
| Function: GetRedirect
| $ module: disk_bundle_lxa64_3957
|
| error 0x40014: Access to the file has been denied.
| Line: 0x78eaa8ce283ee068
| File: d: /3957/enterprise/backup/online/account/impl/response_status.cpp: 47
| Function: MakeErrorForStatus
| $ module: disk_bundle_lxa64_3957
|
| error 0x1270003: The user name or password is incorrect.
| Row: 0x5 dba 3 f 1 baa 5 e 6438
| File: d: /3957/enterprise/backup/online/account/impl/user_account_impl.cpp: 436
| Function: PerformRequest
| $ module: disk_bundle_lxa64_3957

In logs on the agent machine, you also see this error:

Error:
Traceback (most recent call last):
  File "/usr/share/python/account-server/lib/python3.5/site-packages/account_server/handlers/v1/rpc/rpc.py", line 389, in authenticate
    agent_id, secret = token.split('::')
ValueError: too many values to unpack (expected 2)

When you navigate to Backups and try to access archives in this location, you are prompted for credentials.

Cause

Issue in the product.

Solution

The issue is fixed in Acronis Backup Cloud 7.5 Hotfix 1. The fix is already available for users of RU2, AU1, JP1, EU1, EU2, EU3, EU4, EU5, SG1, US2, US3, US4, and US5 data centers and will be released in other data centers soon.

As workaround, please re-register the affected agent as described in this article.

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