61217: Acronis Backup 12.5: ESXi Virtual Machine backup fails with error "You do not have access rights to this file" if agent is installed on Windows with non-English localization

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Applies to: 

Symptoms

1. You installed Agent for VMware(Windows) on a Windows machine with non-English localization

2. The user account used to run Acronis services includes non-English characters in its name.

3. Backup job for ESXi virtual machine fails with with the following error:

Error code: 32771
Module: 114
LineInfo: 0xF56319586DEDC182
Fields: {"$module":"disk_bundle_tape_off_glxa64_7970"}
Message: Failed to prepare for backup.

------------------------

Error code: 94
Module: 83
LineInfo: 0xC61573F663F5D8EE

Fields: {"$module":"esx_srv_glxa64_7970"}
Message: Failed to open virtual disk file '[Datastore] VMname/VMname.vmdk'.

------------------------
Error code: 13
Module: 0
LineInfo: 0xC61573F663F5D7CA
Fields: {"$module":"esx_srv_glxa64_7970"}
Message: You do not have access rights to this file

Cause

This issue is caused by a VMware problem using UTF-16 characters in pathnames. When VixDiskLib_Open() is given a pathname containing UTF-16 characters, the virtual disk library fails to find the file. On Windows 2008 for example, the pathname Temp\vmware-système\*vm* contains è as a UTF-16 character, whereas VixDiskLib expects UTF-8.  

The root of the problem is in VMware - VDDK has a problem while opening a temporary directory on non-English Windows version because of the non-UTF8 characters in the path

Solution

The issue has been fixed in Update 3, please update the product to the latest build.

To resolve the issue without updating the product, use the following workaroud:        

1. Override the Temp pathname in the configuration file by setting the tmpDirectory key, using a non-UTF-16 pathname. For this, create a file, or edit the existing file:

C:\Program Files\Common Files\Acronis\VirtualWare\VixDiskLib\vixDiskLib.config

2. Add a single line to this file

tmpDirectory = "<temp path>"

Replace temp path with a path to an existing empty directory with no UTF-16 characters, e.g. D:\Temp

3. Save changes and close the file

4. Restart Acronis Managed Machine Service service.

More information

See also Acronis Backup: operations with a virtual machine fail with "NBD_ERR_NETWORK_CONNECT"

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