62939: Acronis Cyber Protect Cloud, Acronis Cyber Backup: Backup of Hyper-V machines fails with "Disk is not found"

    Symptoms

    You back up Hyper-V virtual machines using Agent for Hyper-V. Agentless backup fails with error:

    Disk '<...>.vhdx' is not found.

     

    Troubleshooting

    1. Verify that virtual disk that is mentioned in the error message exists and was not renamed or moved. 
    2. Verify that snapshot creation in Hyper-V works properly. Refer to Acronis Cyber Backup: Troubleshooting Hyper-V snapshot issues

    If suggested steps did not resolve the issue and Hyper-V snapshots are created correctly, collect diagnostic information and contact Acronis Customer Central with reference to this article.

    Collect information

    1) System information from the affected Agent for Hyper-V

    • Acronis Cyber Backup 12.5: see this article for instructions
    • Acronis Cyber Protect Cloud: see this article for instructions

    2) Logs with information about VM checkpoints operations and failures related to Hyper-V VMs snapshots/checkpoint creation failure.

    On Hyper-V server, open Windows Event Viewer (press Win+R to open the Run dialog, enter eventvwr.msc and hit OK). You need the following logs:

    • Event Viewer > Applications and Services Logs > Microsoft > Windows > Hyper-V worker -> Admin
    • Event Viewer > Applications and Services Logs > Microsoft > Windows > Hyper-V-VMMS > Admin + Operational

    Right-click on the log and select Save all events as, and save the log as .evtx file

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