Symptoms

You are backing up a VMware vCenter environment with Acronis Cyber Backup.

You have upgraded from Acronis Cyber Backup 11.7 to Acronis Cyber Backup 12.5.

After upgrade, you cannot open the web console (the page stays blank) and Acronis Management Server Service does not start.

In logs, you see this error:

Error 0xb9000a: Failed to initialize server.
| trace level: error
| line: 0xb957662f70a232d
| file: k:\7048\enterprise\service\impl\server.cpp:420
| function: Core::ServerImpl::Start
| $module: management_server_vsa64_7048
|
| error 0xb9000a: Failed to initialize server.
| line: 0xb957662f70a24b7
| file: k:\7048\enterprise\service\impl\server.cpp:814
| function: Core::ServerImpl::Initialize
| $module: management_server_vsa64_7048
|
| error 0xb90010: Failed to start component 'VMwareManager'.
| line: 0x27fbb047d6ce05a3
| file: k:\7048\enterprise\service\impl\component_manager_impl.cpp:126
| function: Core::ComponentManager::Record::Start
| $module: management_server_vsa64_7048
|
| error 0xe08006: Failed to enumerate the registered VMware vCenters.
| line: 0xa20120e20d7da2a2
| file: k:\7048\enterprise\migration\vm_backup\virtual_center\managers\vmware_vcenter\impl\manager_impl.cpp:1375
| function: `anonymous-namespace'::ManagerImpl::GetServers
| $module: virtual_center_addon_vsa64_7048
|
| error 0x2760003: Cannot get access to the user profile.
| line: 0xa20120e20d7da704
| file: k:\7048\enterprise\migration\vm_backup\virtual_center\managers\vmware_vcenter\impl\manager_impl.cpp:2497
| function: `anonymous-namespace'::ManagerImpl::ResolveCredentials
| $module: virtual_center_addon_vsa64_7048
|
| error 0x273000d: Access violation in module 'virtual_center_addon.dll' at line '0xa20120e20d7da704', executable: 'ManagementServer.exe'.
| line: 0xe839411589f18b6e
| file: k:\7048\enterprise\managers\access\impl\profile_vault_component.cpp:1589
| function: AccessManagement::ProfileVaultComponent::LookupCredentialsInSystemProfile
| $module: access_manager_vsa64_7048
|
| error 0x273001c: Account spec for lookup is not valid.
| line: 0xe839411589f1879b
| file: k:\7048\enterprise\managers\access\impl\profile_vault_component.cpp:610
| function: AccessManagement::ProfileVaultComponent::VerifyLookupRequest
| $module: access_manager_vsa64_7048

Cause

Issue with upgrading the registry key holding the vCenter credentials.

Solution

This issue has been fixed in Update 4 (Build 14330), please update to the latest build.

To fix the issue without updatin, you can use the following workaround :

1. On the machine with Acronis Management Server installed, open Windows Registry: Start -> in search, type regedit.exe and press Enter.
2. Navigate to HKEY_LOCAL_MACHINE\Software\Acronis\AMS\Configuration\Virtual\EsxRegistry\VCenters.
3. Export and then delete the VCenters key.
4. Start Acronis Management Server service: Start -> in search, type services.msc and press Enter -> locate Acronis Management Server service and click Start service.
5. Re-register the Agent for VMware (for guidelines, see this article).

More information

You can also receive a similar error when trying to add a machine to Management Server.

Example of error on Agent: click to expand

 

{
"context" :
{
"$module" : "disk_bundle_vsa64_14330"
},
"domain" : "global",
"origin" :
{
"code" : 3,
"fields" :
{
"$module" : "disk_bundle_vsa64_14330"
},
"linetag" : "0xaea6a1d334fe6dce, e:\\528\\enterprise\\migration\\vm_manage
ment\\impl\\list_servers.cpp:58, VM::GetManagedVSpheres",
"module" : 630,
"suberror" :
{
"code" : 13,
"fields" :
{
"$module" : "access_manager_vsa64_14330"
},
"linetag" : "0xe839411589f18a13, e:\\528\\enterprise\\managers\\access\
\impl\\profile_vault_component.cpp:1242, AccessManagement::ProfileVaultComponent
::LookupCredentialsInSystemProfile",
"module" : 627,
"suberror" :
{
"code" : 28,
"fields" :
{
"$module" : "access_manager_vsa64_14330"
},
"linetag" : "0xe839411589f18692, e:\\528\\enterprise\\managers\\acce
ss\\impl\\profile_vault_component.cpp:345, AccessManagement::ProfileVaultCompone
nt::VerifyLookupRequest",
"module" : 627,
"suberror" : null,
"text" : "Account spec for lookup is not valid."
},
"text" : "Access violation in module 'DiskBundle.dll' at line '0xaea6a1
d334fe6dce', executable: 'mms.exe'."
},
"text" : "Cannot get access to the user profile."
},
"reason" : "internalError",
"serCode" : "0x02760003+0x0273000d+0x0273001c"
}

In this case, navigate to HKEY_LOCAL_MACHINE\Software\Acronis\MMS\Configuration\Virtual\EsxRegistry\Servers and delete all servers under this key, then restart Acronis Managed Machine Service.