The Backup Console displays an error in the backup activity: The SnapAPI kernel module is not loaded for the kernel 4.18.0-305.10.2.2.lve.el7h.x86_64 that is running in this system. Install the module for this kernel version, and then retry the backup.
Affected environment
CloudLinux 7-series (most typically this is CloudLinux release 7.9 (Boris Yegorov) using a so-called "hybrid kernel".
Cause
Bug in CloudLinux. The DKMS version "dkms-2.8.4-1.el7.noarch", which is currently provided out-of-the-box as part of CloudLinux 7.9 , does not pull the required versions of gcc + kernel-devel modules, which are required to build kernel modules such as snapapi for the hybrid kernel.
For example, the hybrid kernel requires GCC version 8.2.1, while CloudLinux 7 currently only provides GCC version 4.8.5
Solution
Acronis Cyber Protect Cloud: the issue was fixed in C22.01. Please use the latest version of Agent.
Workaround
For Acronis Cyber Protect 15 and for older versions of Acronis Cyber Protect Cloud:
Validate the DKMS version used on your CloudLinux host via: rpm -qa | grep dkms
If it is "dkms-2.8.4-1.el7.noarch" or some other, different from "dkms-2.8.4-1.el7h.noarch" , then uninstall the current DKMS version via "rpm -e [dkms version]", for example "rpm -e dkms-2.8.4-1.el7.noarch"
