61480: Acronis Cyber Protect 15, Acronis Cyber Backup 12.5: Troubleshooting login to web console issues

Also read in:

use Google Translate

Last update: 24-08-2021

Symptoms

You try to access the protection console by entering the login page address into the web browser address bar or by clicking on Acronis Cyber Backup shortcut.

After you specify the required credentials, web browser does not connect to Management Console. Possible errors are:

  • Message Data loading appears, and then login page is shown again
  • Login fails with: The credentials are incorrect.
  • Login fails with: Service is offline
  • Blank screen instead of login
  • Message Internal Server Error
  • Message Connection to the back-end service is lost

Known issues

Title Error message/code
Acronis Cyber Backup 12.5 and 12: logging in to the backup console fails for a user without a password The credentials are incorrect
Acronis Cyber Backup 12.5: Cannot log to backup console via user and password after "Sign in as current Windows user" User name or password is incorrect
Acronis Cyber Backup 12.5: opening web console fails with "Bad gateway" Bad gateway
Acronis Cyber Backup: "Lost connection to the back-end service" error when working in Backup Console Lost connection to the back-end service

Troubleshooting

Check the following: 

  1. On the machine where Acronis Management Server is installed check that Acronis services are running: see 60085: Acronis Cyber Backup 12.5: Windows services and processes If some service is not running, start it.

    Check under which user the services are running. If it does not match 60085: Acronis Cyber Backup 12.5: Windows services and processes, change the user in accordance with the article.

    If a default user (AMS User, ASN user etc) is used for some services, and the password for such user was changed, go to services.msc, open the properties of the service -> Log on tab and specify the new password.

  2. If one or more Acronis services cannot be started, investigate the crash (collect crash dump, Process Monitor log and system information). If there is no crash, check the logs of the service for errors: see Acronis Cyber Backup 12.5 logs locations

  3. Verify that user account has required privileges to access Acronis Management Server: see product documentation for details,
  4. Check that firewall is not blocking the connection: if possible, disable the firewall temporarily and try to connect. Make sure the necessary ports are open: see 1711: Firewall settings for Acronis products This applies even in the case when Management Server is installed locally.
  5. Add Acronis processes to antivirus software exclusions: see Acronis Software: exclude program folders and executables from antivirus and other security programs

    If possible, disable antivirus, restart Acronis Management Server service and Acronis Service Manager service and check connection.

  6. Check that a supported web browser is used: see product documentation for Acronis Cyber Backup 12.5 or for Acronis Cyber Protect 15 for a list of supported web browsers. Check if the issue reproduces when using a different browser. 
  7. If the browser that is used for connection has any extensions/add-ons/plugins such as AdBlock, disable them and check if the issue reproduces. If the connection works fine when extensions are disabled, enable them one by one to localize the conflict.
  8. If you are connecting using a desktop shortcut, check its properties, whether the specified target address is correct - e.g it may link to a different management server.
  9. Install the latest product build (if applicable)
  10. When specifying management server address try specifying machine name instead of IP address and vice versa. If you are trying to connect locally, change localhost to 127.0.0.1

Collect information

If the above steps do not resolve the issue, collect the following information and contact Acronis Customer Central:

  1. Exact error message/product behavior
  2. HAR log
  3. Collect Process Monitor log on the machine with Management Server
  4. System Information from the machine with Management Server

Tags: