Your Acronis Cyber Cloud quick troubleshooting kit. Below are the most recently published and the most popular articles. The solution you are looking for is most probably right here.
Issue in the product.
Acronis Development team is working on a fix.
In the meantime, please follow the workaround below:
Using the Search function in the top-right corner of the Management Portal does not show all the search results.
In the example image below, searching for the string "LDA" only returns four results, even though there are actually eight matches:
This is the result of a specific behavior of the full-text search in MySQL.
Issue in the product.
This issue is resolved in the upcoming release.
Issue on Microsoft side. More Information can be found here
Issue is caused by recent UI changes in cPanel.
The issue will be fixed in the next plugin update.
In the meantime, please follow the workaround below:
To resolve the issue, please do the following:
The machines have the same "MMSCurrentMachineID" and "InstanceID" values. This can happen if the machine was cloned or recovered to new hardware.
You can find the values in the following locations:
Password for the encrypted archive is missing.
Acronis Development team is preparing a workaround for this issue.
Issue in the product.
This issue is resolved in the upcoming release.
Using the Search function in the top-right corner of the Management Portal does not show all the search results.
In the example image below, searching for the string "LDA" only returns four results, even though there are actually eight matches:
This is the result of a specific behavior of the full-text search in MySQL.
You receive the following alert:
Cyber Protection (or Active Protection) service is not responding
OR
Active Protection service is not running
Alert is raised when Acronis Active Protection service or Acronis Cyber Protection service has been enabled for this machine, but is not started or does not respond.
When backing up to NAS or a network folder using Version 12 backup format, the archive may become corrupted and operations with the archive will fail with "data is corrupted: CRC mismatch or internal data structures mismatch".
Such errors are usually caused by hardware problems or file system issues on the backup destination.
Starting from Acronis Cyber Protect Cloud C20.12 (Build 26077) and Acronis Cyber Protect 15 Update 2 (Build 27009), you can create a system variable that enables the system to scan for the last good state of backup archive and attempt to repair it. After the repair, the backup archive should be accessible again.
Activity fails with the following error:
Failed to lock the file because it is opened in another program,
The process cannot access the file because it is being used by another process
This article applies to:
Alert "Protection plan <plan_name> has been revoked from <device> due to a licensing issue" appears when you try to create, edit, or apply a protection plan.
Quota assigned to the affected machine doesn't cover the functionality selected in the protection plan.
Product may hang under specific circumstances.
There are 2 types of hanging:
Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.
Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.
Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.
An operation finished with a warning message or failed.
After successful installation, the machine is offline in the Backup management console.
The software checks the progress of the backup task and other activities every hour. This alert is displayed anytime the software detects there has been no progress of any kind (bytes sent, disk activity etc.) for the past hour.
