Acronis Cyber Protect Cloud: Backup fails with "Failed to parse the XML"

Symptoms

The backup of any kind fails with the following error message:

Failed to parse the XML.

Full Text

2018-04-16 09:35:14:552 5036 I0135003A: User '' (clientProfileID=''; clientSessionID='') is running command 'Backup plan 'Plan''.
2018-04-16 09:35:14:573 5036 I00000000: I00000000: GTOB: acquiring root item

2018-04-16 09:35:14:575 5036 I00000000: I00000000: GTOB: root item acquired successfully

2018-04-16 09:35:14:669 5036 W003B0001: Error 0x3b0001: Failed to parse the XML.
| trace level: warning
| channel: tol-activity#9D8C0604-12BD-43F8-A250-CC6AA9164165
| line: 0x9a79f20828bcb69
| file: e:\72\enterprise\mms\managers\location\impl\manager.cpp:1017
| function: LocationManagement::LocationManagerImpl::FindLocation
| IsReturnCode: 0x1
| $module: disk_bundle_vsa64_4670
|
| error 0x3b0001: Failed to parse the XML.
| line: 0x7679e7b9a7eb67f2
| file: e:\72\enterprise\mms\managers\db\cmsdb_xml.cpp:496
| function: `anonymous-namespace'::RecordsetImpl::InitRecord
| line: 0x1
| column: 0x1
| $module: disk_bundle_vsa64_4670
2018-04-16 09:35:14:755 5036 E0135003D: Error 0x135003d: Command 'Backup plan 'Plan'' has failed.
| trace level: error
| channel: tol-activity#9D8C0604-12BD-43F8-A250-CC6AA9164165
| line: 0x4a8728dc8a1c9534
| file: e:\72\enterprise\common\tol\gating_activity.cpp:142
| function: Tol::`anonymous-namespace'::BusinessActivityTracker::OnCompleted
| $module: mms_vsa64_4670
|
| error 0x1350016: TOL: Failed to execute the command. Backup plan 'Plan'
| line: 0x8d165e86fb819595
| file: e:\72\enterprise\common\tol\command\command.cpp:455
| function: Tol::`anonymous-namespace'::MakeFailResult
| CommandID: D332948D-A7A9-4E07-B76C-253DCF6E17FB
| $module: mms_vsa64_4670
|
| error 0x1350016: TOL: Failed to execute the command. Backup plan 'Plan'
| line: 0x8d165e86fb819595
| file: e:\72\enterprise\common\tol\command\command.cpp:455
| function: Tol::`anonymous-namespace'::MakeFailResult
| CommandID: D332948D-A7A9-4E07-B76C-253DCF6E17FB
| $module: agent_protection_addon_vsa64_4670
|
| error 0x1330029: Failed to execute the command.
| line: 0xe6792a5ee190dde7
| file: e:\72\enterprise\managers\gtob\protection\agent_engine\protect_command.cpp:149
| function: `anonymous-namespace'::ProtectCommand::SafeExecute
| $module: agent_protection_addon_vsa64_4670
|
| error 0x1350016: TOL: Failed to execute the command. Checking sources and vault in backup plan
| line: 0x8d165e86fb819595
| file: e:\72\enterprise\common\tol\command\command.cpp:455
| function: Tol::`anonymous-namespace'::MakeFailResult
| CommandID: 6F33AD8F-B487-4B18-87A3-C5DBD7B77B95
| $module: mms_vsa64_4670
|
| error 0x1350016: TOL: Failed to execute the command. Checking sources and vault in backup plan
| line: 0x8d165e86fb819595
| file: e:\72\enterprise\common\tol\command\command.cpp:455
| function: Tol::`anonymous-namespace'::MakeFailResult
| CommandID: 6F33AD8F-B487-4B18-87A3-C5DBD7B77B95
| $module: gtob_ensure_backup_invariants_command_addon_vsa64_4670
|
| error 0x1330021: EnsureBackupInvariantsCommand: Failed to prepare the location for the backup archive.
| line: 0x5d2a9295cc9442e7
| file: e:\72\enterprise\managers\gtob\backupers\ensure_backup_invariants_command\impl\command.cpp:145
| function: `anonymous-namespace'::EnsureBackupInvariantsCommand::SafeExecute
| $module: gtob_ensure_backup_invariants_command_addon_vsa64_4670
|
| error 0x3b0001: Failed to parse the XML.
| line: 0x9a79f20828bcab0
| file: e:\72\enterprise\mms\managers\location\impl\manager.cpp:832
| function: LocationManagement::LocationManagerImpl::AddLocation
| IsReturnCode: 0x1
| $module: disk_bundle_vsa64_4670
|
| error 0x3b0001: Failed to parse the XML.
| line: 0x7679e7b9a7eb67f2
| file: e:\72\enterprise\mms\managers\db\cmsdb_xml.cpp:496
| function: `anonymous-namespace'::RecordsetImpl::InitRecord
| line: 0x1
| column: 0x1
| $module: disk_bundle_vsa64_4670

Cause

Make sure that the error message states the following faulty function: LocationManagement.

The issue happens when the backup process cannot parse the XML file that is used to store information about Location (destination of the backup).

Solution

The issue can be solved by generating a new "locations" file.

Open C:\ProgramData\Acronis\BackupAndRecovery\MMS\Locations. If you have more than one destination, you would have several files in this folder. Each file stores information about one destination. Open them one by one in a text editor. If a file is an unreadable set of symbols, it is damaged:

To regenerate the file:

Stop Acronis Managed Machine Service: Win+R -> type services.msc -> locate Acronis Managed Machine service and click Stop service.
Delete the C:\ProgramData\Acronis\BackupAndRecovery\MMS\Locations\<name of the damaged file>
Start Acronis Managed Machine service.

Retry backup, a new XML file will be generated.

More information

Possible causes of the damage could be:

malware such as scanners, viruses, cryptolockers
bad blocks of the HDD
unexpected power outages
faulty hardware such as connectors, ports, jacks etc.

Knowledge Base

61267: Acronis Cyber Protect Cloud: Backup fails with "Failed to parse the XML"

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