Symptoms

• You cannot open Cyber Protect Console.
• Both Acronis Management Server Service and ZeroMQ Gateway Service are not getting started.
• After checking the zmq and api-gateway logs, the following error messages can be found:
  
  Example of error message in zmq log:

  2022-12-02 10:58:40:613 Failed to register ZMQGW in ApiGateway. Error: Error 0xb90001: Registration in ApiGateway failed

  line: 0x8e0ed504b106a81c
  file: e:\jenkins_agent\workspace\common\abm-zmqgw\20549\product\zmqgw\main.cpp:216
  function: Detail::RegisterService
  $module: zmqgw_vsa64_20549
  error 0x2b10008: Failed to register in ApiGateway
  line: 0x4e3de39696b1a5ee
  file: e:\jenkins_agent\workspace\common\abm-zmqgw\20549\product\enterprise\common\interprocess\api_gateway.cpp:241
  function: ApiGateway::RegisterOAuth2Client
  $module: zmqgw_vsa64_20549
  error 0x2b10006: Request failed, HTTP status: 500
  line: 0x4e3de39696b1a54c
  file: e:\jenkins_agent\workspace\common\abm-zmqgw\20549\product\enterprise\common\interprocess\api_gateway.cpp:79
  function: `anonymous-namespace'::ValidateResponse
  $module: zmqgw_vsa64_20549

  Example of error message in api-gateway log:

  Dec 7 13:20:23.022 |ERRO| ApiGateway.r: Request: build="967" int_request_id="mrkz7pAAETjRYAQXXFAG4B" request_id="SwxW4p9DBNmzbFxV2JT32n" source="api-gateway" token_uid="147c6524-084d-433b-8fc0-8e1546d4716b" session_id_hash="22279bb1d34b98484f64c4d73e6a4a0bb5e10db7570df016ac67b9122d6779c3" host=".." http_method="GET" url="/api/policy_management/v2/applications" original_uri="" proto="HTTP/1.1" http_code=500 size_outgoing=0 size_incoming=0 referer="" user_agent="sync-unit" elapsed_ns=2073100 err_msg="Auth: fill tenant.: fetch tenant c4e64c9c-273a-11ec-8b77-78ac4432e586 info from account-server: getTenant: failed to make HTTP request: code 401, response: {\"domain\":\"General\",\"code\":\"UnauthorizedRequest\",\"reason\":\"UnauthorizedRequest\",\"debug\":Unknown macro: {"msg"},\"message\":\"Invalid authorization header: 'token contains an invalid number of segments'\"}" @"middleware/logger.go:120"
Dec 7 13:20:23.166 |ERRO| ApiGateway: ensureToken: failed to issue token. Error: %v build="967" field_0="Status code 403 Forbidden received instead of 200 OK"
Dec 7 13:20:23.166 |ERRO| ApiGateway.dsc: DiscoveryUpdate: failed to register OAuth2 client in BAS build="967" error="failed to register service: BAS returned empty access token"

   

Cause

Issue with api-gateway OAuth2 credentials.

Solution

To resolve the issue, account_server.db should be fixed:

1. Open https://www.sqlite.org/download.html and download "command-line tools for managing SQLite database files" for the system, unpack them
2. Download and unpack update_allowed_grant_types.zip to the folder where sqlite3.exe is located
3. Stop Acronis Service Manager Service
4. Make a backup copy of C:\ProgramData\Acronis\AccountServer\account_server.db (e.g. zip it and copy to another folder)
5. Open cmd and change the directory to the directory with sqlite3.exe: cd path_to_sqlite3.exe
6. Run the command: sqlite3 C:\ProgramData\Acronis\AccountServer\account_server.db < update_allowed_grant_types.sql
7. Start Acronis Service Manager Service again