69573: Acronis Cyber Protect Cloud: Agent auto-update and Live update do not start

use Google Translate

Last update: 18-11-2022

Issue

Agents are not auto-updated to C21.09.

When you try to update agents from the service console and click on "Update", the agent status changes to “Updating” but the update is not running.

Cause

Issue in the product.

Improvements to platform behavior have been made in Acronis Cyber Protect Cloud 21.10, but the auto-update not working might still happen due to an open issue PLTFRM-33096. 

Live update requests are going to the same processing queue in the DC as Auto-update requests. Thus, the automatic update starts only when there is a free slot in the queue. The queue is processing slowly due to high demand.

Additional performance improvements have been implemented in Acronis Cyber Protect Cloud 21.11 release.

Workaround

As a workaround when live update is not working, in  Agent can be updated manually: download the installation file as described in Downloading agents and run it on the target machine.

More information

Generally, auto-update of agents will be completed in about a week after the DC update. It is expected behavior that not all agents are updated instantly, as the update requests are processed gradually to ensure stable DC performance.

Tags: