Symptoms
You successfully registered an Agent (any Agent - for Windows, for Mac, for VMware, etc)
After registration, Agent is shown under Settings - Agents tab, but the resource is not available under Devices .
Cause
Acronis Development Team is investigating the issue.
Troubleshooting
Check the connection from the Agent machine using Connection Verification Tool
Make sure that mms service is running:
Windows: Win+R -> services.msc, find Acronis Managed Machine Service in the list and check the status
Linux: run the following command to check the status: service acronis_mms status
OS X: use the following command to check the status: sudo launchctl list acronis_mms
In mms log (C:\ProgramData\Acronis\BackupAndRecovery\MMS\mms.0.log ), check that the agent is connected and authenticated, e.g.:
49696 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://au1-cloud.acronis.com:7788 ...
2020-03-21T19:49:46:253+11:00 140096704435968 I00000000: [RestApi][AgentRegistration] status: saving client info
2020-03-21T19:49:46:255+11:00 140096704435968 I00000000: [RestApi][AgentRegistration] status: saving refresh token
2020-03-21T19:49:46:257+11:00 140096704435968 I00000000: Using SecurePersistentCredentialStore.
2020-03-21T19:49:46:257+11:00 140096704435968 I00000000: Token provider enabled. IDP Address: https://au1.cloudlinuxbackup.com:443/bc
2020-03-21T19:49:46:258+11:00 140096704435968 I00000000: [RestApi][AgentRegistration] status: success.
2020-03-21T19:49:46:261+11:00 140096727549696 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTED+AUTHENTICATED
4. If the log shows that the connection isn't consistent (connecting, then connected, then disconnected), it mostly indicates a network issue with firewalls with traffic inspection such as Fortinet, etc.
Example of inconsistent connection shown in log:
2023-01-02T13:52:47:096+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T13:52:48:019+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTED+AUTHENTICATED
2023-01-02T13:57:48:350+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T13:57:48:362+04:00 14620 I00000000: SessionThread next try will be after 29s
2023-01-02T13:58:17:495+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T13:59:17:578+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T13:59:17:588+04:00 14620 I00000000: SessionThread next try will be after 64s
2023-01-02T14:00:21:729+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:01:21:810+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T14:01:21:815+04:00 14620 I00000000: SessionThread next try will be after 44s
2023-01-02T14:02:05:963+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:02:06:865+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTED+AUTHENTICATED
2023-01-02T14:07:07:193+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T14:07:07:203+04:00 14620 I00000000: SessionThread next try will be after 48s
2023-01-02T14:07:55:349+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:08:55:431+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T14:08:55:436+04:00 14620 I00000000: SessionThread next try will be after 32s
2023-01-02T14:09:27:579+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:10:27:653+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T14:10:27:667+04:00 14620 I00000000: SessionThread next try will be after 61s
2023-01-02T14:11:28:812+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:11:29:682+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTED+AUTHENTICATED
2023-01-02T14:16:30:202+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T14:16:30:216+04:00 14620 I00000000: SessionThread next try will be after 10s
2023-01-02T14:16:40:346+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:17:40:429+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
2023-01-02T14:17:40:435+04:00 14620 I00000000: SessionThread next try will be after 63s
2023-01-02T14:18:43:583+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTING TO tcp://eu2-cloud.acronis.com:7795 ...
2023-01-02T14:18:44:522+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] CONNECTED+AUTHENTICATED
2023-01-02T14:23:44:858+04:00 14620 I00000000: [ConfigMonitoringComponent][ZmqClient] DISCONNECTED
If there are errors on some of the above steps, troubleshoot accordingly.
If the issue persists, collect Connection Verification Tool output and System report and contact Acronis Support with reference to this article