62576: Acronis Backup Cloud: Live update does not start

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Applies to: 

Symptoms

  1. In the backup management console, you notice that a new product build is available and click Update to start installation.
  2. Message "Updating" is shown for about 30 minutes, but update does not happen.

Cause

Reasons may vary and require additional investigation. Most often, the issue is caused by connectivity problems between Acronis management server and Agent.

Solution

To identify possible connectivity issues, run the Cloud Connection Verification Tool on the affected machine and review its output. If required, open necessary ports.

If Cloud Connection Verification Tool does not show any errors, collect this information and contact Acronis Customer Central

  1. Output of Cloud Connection Verification Tool
  2. Acronis system report from the affected machine.
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