64848: Acronis Cyber Protect Cloud: 'Full Disk Access' permission lost after agent update to or from build 15300

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Operating Systems: 

Last update: Mon, 2020-07-13 09:30

Symptoms

You have previously granted full disk access to Backup Agent/Cyber Protection Agent. 

After updating to Agent 15300 or updating from Agent 15300 to a later build, backups on Mac produce the following warning:

The 'Full Disk Access' permission was not granted to the app. To grant it, go to the 'Utilities' folder in Finder, click 'Cyber Protection Agent Assistant', and then follow the instructions from the app.

When you check system preferences, you see that Full disk access is granted to Cyber Protection Agent. 

OR

After updating to Agent 15300 or updating from Agent 15300 to a later build, backups to SMB share start failing with:

The credentials for location '//<server>/<folder>/' are not specified

Credentials are correct and backups worked correctly before the update.

Cause

Issue in the product.

Build 15300 was signed with incorrect certificate (certificate itself is valid and belongs to Acronis, but it is different from the certificate that was used for signing older and newer builds).
The different certificate causes Full Disk Access to be lost both during upgrade from older builds to 15300 and during upgrade from 15300 to newer builds.

Direct upgrade skipping build 15300 (e.g. from 14330 to 22210) will not have such an issue.

Solution

Re-add the Cyber Protection Agent to the "Full disk access": 

  1. Go to Utilities folder in Finder
  2. Find Backup Agent Assistant and click it:

  3. In the window that opens, click Open Security&Privacy:

  4. Click the "lock" button to allow changes and provide your password when prompted:

  5. Drag the application icon from the window requesting to grant Full Disk Access to the Full Disk Access table.

Note that the list in full disk access will not change after these steps. Please run a backup to verify that full disk access was granted successfully.

If the issue persists after applying this solution, please collect Acronis System Information from the affected machine and a screenshot of the Full Disk Access window, and contact Acronis Customer Central with reference to this article.

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