60665: Acronis Cyber Backup 12.5: "There are no items to show in this view" error when browsing large backups

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Last update: Fri, 2020-05-01 06:16

Symptoms

You try to browse a large backup or restore files from it.

The contents of the backup file are not displayed and you see this message:

There are no items to show in this view.

Cause

Large number of folder and files within the backup causes a timeout while enumerating them.

Solution

Product behaviour has been improved in Update 2. Please update to the latest build.

As a workaround without updating, you can increase timeout manually. See instructions below.

If Acronis Management Server is installed on a Windows machine:

  1. Open C:\Program Files\Acronis\AMS\net.config in an editor.
  2. Find <request_timeout>60000</request_timeout> and change 60000 to 6000000.
  3. Open C:\Program Files\Acronis\ZmqGw\net.config in an editor.
  4. Find <request>60000</request> and change 60000 to 6000000.
  5. On the machine with Acronis Management Server, restart Acronis Management Server Service and Acronis ZeroMQ Gateway Service. On the machine with Acronis Storage Node, restart Acronis Storage Node Service and Acronis Managed Machine Service.

If Acronis Management Server is installed on a Linux machine:

  1. Open /usr/lib/Acronis/AMS/net.config in an editor.
  2. Find <request_timeout>60000</request_timeout> and change 60000 to 6000000.
  3. Open usr/lib/Acronis/ZmqGw/net.config in an editor.
  4. Find <request>60000</request> and change 60000 to 6000000.
  5. On the machine with Acronis Management Server, restart Acronis Management Server Service and Acronis ZeroMQ Gateway Service: see this article for more information. On the machine where Acronis Storage Node is installed, restart Acronis Storage Node Service and Acronis Managed Machine Service.

More information

If the issue still persists, collect the following information and contact Acronis Customer Central:

  1. Screenshots illustating the issue.
  2. System information from Acronis Management Server and the affected machine.
  3. HAR log.