Acronis Cyber Protect Cloud, Acronis Cyber Backup: Activity fails with "Operation failed due to a temporary issue in the cloud storage" or "Misc error while local file io"

Symptoms

Operation (backup, replication) fails with the following error:

Operation failed due to a temporary issue in the cloud storage

Misc error while local file io

Example of error details: click to expand

Cause

This error might be caused by issue on storage or network connectivity problems between agent and storage.

Troubleshooting

Follow the steps below to troubleshoot the issue:

1. Download Cloud Connection Verification Tool and use it to identify possible network issues, such as closed ports;

You can also use OpenSSL for in-depth analysis, see Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software

2. If network connection is unstable, increase the number of attempts in Backup options > Error handling (see Error Handling in User Guide for more information)

3. If you are using Acronis Cyber Infrastructure, check the status of the Backup storage services, see 68726: Acronis Cyber Infrastructure: Backup Storage service status check for more details.

4. Check pcs logs around the time of failure for error messages, they can help pinpoint the root cause:

Windows: C:\ProgramData\Acronis\BackupAndRecovery\MMS\pcs.0.log.gz
Linux: /var/lib/Acronis/BackupAndRecovery/MMS/pcs.0.log.gz
macOS: /Library/Application Support/Acronis/BackupAndRecovery/MMS/pcs.0.log.gz

Examples of errors in psc log

1. The following errors appear when there is an issue on a storage side

2020-05-15T00:05:44:503+07:00 5244 E00000000: rq#103293: astor_connection 5401: gw responded with an error 0x980001 (ERROR_FILE_OPERATION)
2020-05-15T00:05:44:503+07:00 5244 W00000000: rq#103293: communicate_get_file_info: failed to send the request: -6 (Misc error while local file io)
2020-05-15T00:05:44:503+07:00 5244 I00000000: cl#3188.c#5401: msr_conn_abort

2020-04-17T15:47:22:460+02:00 123145542840320 E00000000: service_process(47233): rq#2: astor_connection 1: gw responded with an error 0x980062 (ERROR_FRONT_END_WRONG_CHUNK_INFO)
2020-04-17T15:47:22:460+02:00 123145542840320 W00000000: service_process(47233): rq#2: communicate_get_file_info: failed to send the request: -6 (Misc error while local file io)

astor_connection 1: gw responded with an error 0x980192 (ERROR_REQUEST_TIMEOUT_EXPIRED)

astor_connection 1: gw responded with an error 0x9802bd (ERROR_UNKNOWN_EXCEPTION)

| error 0x15d015a: Failed to find file '/1\test.vsphere.local-B4670762-F47C-4CEE-87C0-AF70DC4A94C5-503ECA9D-BADF-1676-A30B-A53C7B49C55CA.tibx'.
| line: 0x83a96f1940ad056d
| file: e:\241\enterprise\applications\common\src\file\does_file_exist.cpp:114
| function: `anonymous-namespace'::FindFileObject
| $module: disk_bundle_vsa64_22410
|
| error 0x15d0130: An invalid file has been detected.
| line: 0x83a96f1940ad0549
| file: e:\241\enterprise\applications\common\src\file\does_file_exist.cpp:78
| function: `anonymous-namespace'::FindFileObject
| $module: disk_bundle_vsa64_22410
|
| error 0x29b0006: Misc error while local file io
| line: 0x60ccac0523ac0df5
| file: e:\241\core\network\astorage\astor_client\dir.cpp:228
| function: AStorage::File::Dir::GetIterator
| function: stat
| path: Office-Infrastructure-vc.vsphere.local-B4670762-F47C-4CEE-87C0-AF70DC4A94C5-503ECA9D-BADF-1676-A30B-A53C7B49C55CA.tibx
| $module: disk_bundle_vsa64_22410

Contact the storage provider to investigate the issue with storage.

2. Error during certificate renewal: such error is likely caused by network or SSL issues

| trace level: error
| channel: pcs
| line: 0xa2edd1ff59994445
| file: e:\528\core\network\astorage\astor_client\client.cpp:174
| function: AStorage::`anonymous-namespace'::RenewCertificate
| $module: disk_bundle_vsa64_14330
|
| error 0x2720136: The certification server is unavailable.
| line: 0x16aca2f42bfbe33e
| file: e:\528\core\network\astorage\reg_server\lib\connection_with_retries.cpp:84
| function: AStorage::RegServer::ConnectionWithRetries::Execute
| $module: disk_bundle_vsa64_14330
|
| error 0x2720133: Could not connect: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.
|
| line: 0x50e61e3e2e723b9e
| file: e:\528\core\network\astorage\reg_server\lib\ssl_connection.cpp:153
| function: AStorage::RegServer::SslConnection::Execute
| $module: disk_bundle_vsa64_14330

If suggested steps did not help to resolve the issue, collect information for further investigation and contact Acronis Support:

If destination is Acronis Cloud Storage - collect output of Cloud Connection Verification Tool (take a screenshot or save as a text file)
If destination is Acronis Cyber Infrastructure - provide Acronis Backup Gateway logs: see How to open Acronis Backup Gateway log
Acronis system information from affected agent machine: Acronis Cyber Backup 12.5 - click here for instructions, Acronis Cyber Protect Cloud - click here

Knowledge Base

64988: Acronis Cyber Protect Cloud, Acronis Cyber Backup: Activity fails with "Operation failed due to a temporary issue in the cloud storage" or "Misc error while local file io"

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Troubleshooting