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

To resolve the issue, use the following workaround:        

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 Cyber Backup: operations with a virtual machine fail with "NBD_ERR_NETWORK_CONNECT"