61967: Acronis Backup Integration with Plesk/cPanel: plugin fails with "An error had occurred" error

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Applies to: 

Symptoms

You have installed Acronis Agent and registered it in the management server with a registration token.

Plesk/cPanel plugin had been working for a while until the token expired. The software cannot update the token and fails with:

An error has occurred. Please try again later or contact your administrator.

In /var/lib/Acronis/BackupAndRecovery/MMS/mms.0.log, you can find these errors:

Error with updating credentials, http error code: 401

Error 0x2bf0010: Error. Empty ItemProtectionData
| trace level: error
| line: 0xa8d94240fce4561c
| file: e:/226/enterprise/applications/webcp/addon/addon.cpp:867
| function: GetBackupInfoFromItemProtection
| $module: webcp_agent_lxa64_10330

Error 0x2bf000c: There are no information about backups.
| trace level: error
| line: 0xa8d94240fce454d6
| file: e:/226/enterprise/applications/webcp/addon/addon.cpp:541
| function: GetBackupinfo
| $module: webcp_agent_lxa64_10330

Cause

Plesk/cPanel plug-in does not support OAuth 2.0 standard, which is used for agent registration with a registration token.

Solution

Uninstall Acronis Agent. Remove Acronis folders from /usr/lib/Acronis/, /var/lib/Acronis/, /etc/Acronis in Linux. Re-install Acronis Agent.

To keep the current backups and the backup plan the machine and the agent identifiers have to be retained. Please refer to this article on how to retain the identifiers.

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