62866: Acronis Cyber Cloud: Agent registration fails with "Client with same ID is already registered" and "Agent is already registered. Please, deregister Agent in Backup Console"

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Applies to: 

Symptoms

  1. You attempt to register an agent machine in the Cloud
  2. Registration fails (if you attempt to unregister the agent, it fails as well). When you check MMS log, you see the following error:
     [RestApi][AgentRegistration] status: manual unregister required, code: 409, reason: 'Registration of client failed: {"domain":"AccountServer","reason":"ReasonClientAlreadyRegistered","context":{"client_id":"A180B7F6-5E8D-4677-AB05-2586B3677590"},"debug":{"msg":"Client with same ID is already create"},"code":"ReasonClientAlreadyRegistered"}' 
  3. Attempt to register the Agent manually fails with "Agent is already registered. Please, deregister Agent in Backup Console"

Cause

Such issue may appear if the machine was migrated to another management server after registration. 
You have to completely delete it along with the machine ID (which is not deleted during general uninstall process). 

Solution:

1. Login to the problem machine

2. Uninstall the agent. Make sure to check "Remove the logs and configuration settings" checkbox during the uninstall process 

3. Remove old IDs from the machine:

Windows:

  • Open registry editor on the machine: Start > Run > regedit\
  • Navigate to the following key: 

HKEY_LOCAL_MACHINE\Software\Acronis\BackupAndRecovery\Settings\MachineManager

And delete the following subkeys

  • InstanceID
  • MMSCurrentMachineID

macOS

  • Remove InstanceID and MMSCurrentMachineID values from /Library/Application Support/Acronis/Registry/BackupAndRecovery.config

Linux

  • Remove InstanceID and MMSCurrentMachineID values from /etc/Acronis/BackupAndRecovery.config

4. Install the agent again, using the latest installer.

If this does not resolve the issue, collect a new system report from the affected Agent machine before contacting Acronis Customer Central. 

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