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.
You have Agent for Linux with cPanel/Plesk integration. This Agent is an old build and you want to update it to the new build 22750.
It briefly changed status to Upgrading in Cyber Protect Console, then returned to previous state without producing any errors.
In installation logs, you can find this error:
Mount points of kernel module 'snumbd26' are detected. Unmount them manually, and then repeat the installation.
You attempt to recover an Entire Machine backup as a new Hyper-V VM: after selecting the necessary Hyper-V host, you select New VM.
After clicking OK you get one of the following errors:
POR: Property 'TargetLocation' cannot be found.
OR
Internal error: No available storage policies.
You are setting up Disk health status widget in Cyber Protection Console. The widget displays no information:
There are no items to show in this view
When upgrading WHMCS Module from https://marketplace.whmcs.com/product/1246-acronis-cyber-cloud you get this error:
Direct upgrade from the current version 1.0.0-171 to the new version 2.1.1-141 is not supported. Please upgrade the module to the version 1.0.0-177 first.
After Acronis Cyber Cloud Agent (9.0 version) is installed on the machine, Application event log is flooded by MsiInstaller 1035 events every hour.
Event text is similar to:
You have a machine with a local DNS server (such as unbound or named) in a network with DHCP.
Recovery (entire machine or disk-level that requires reboot) fails with this error:
Error:
{"domain":"Access","code":"InvalidGrant","debug":{"msg":"couldn't get upstream token, Post https://jp-cloud.acronis.com/bc/idp/token: dial tcp: lookup jp-cloud.acronis.com on 127.0.0.1:53: read udp 127.0.0.1:55705-\u003e127.0.0.1:53: read: connection refused"},"error":"invalid_grant","error_description":"couldn't get upstream token, Post https://jp-cloud.acronis.com/bc/idp/token: dial tcp: lookup jp-cloud.acronis.com on 127.0.0.1:53: read udp 127.0.0.1:55705-\u003e127.0.0.1:53: read: connection refused"}
You have updated Acronis Agent for Linux to build 22750 (version 9.0 update 2).
After update, you see these alerts in cyber Protection Console, even if scheduled backups completed successfully:
The backup did not start as scheduled. Either is was skipped automatically because the previous backup was still running, or a backup schedule error had occurred.
You changed time zone on your Virtual Appliance. After the change, you notice that backups do not start as scheduled according to the newly set time zone. You might get these alerts:
The backup did not start as scheduled. Either is was skipped automatically because the previous backup was still running, or a backup schedule error had occurred.
You have a machine with installed Acronis Agent registered in Acronis Cyber Cloud. You want to re-register this machine to another tenant and use this guide: Registering backup client manually.
When following the guide, you provide incorrect credentials, token or data center and command fails. After the failure, the Agent is unregistered from its current tenant (is not listed in Devices).
A SAP HANA backup fails with:
Executing pre-data capture command
------------------------
Error code: 1024
LineInfo: 0x858CC05F488A90B0
Fields: {"$module":"ms_lxa64_15300","$line":"897","ExitCode":"1","$func":"RunProcess","$file":"e:/612/processor/spawn_operation.cpp"}
Message: Child process has exited with code '1'.
------------------------
Error code: 3
Module: 167
LineInfo: 0x6BF76712D8340FC0
Fields: {"$module":"ms_lxa64_15300","$line":"119","$file":"e:/612/enterprise/mms/managers/cmdline/impl/manager.cpp","$func":"Execute"}
Message: Failed to execute command 'Starting Pre-Freeze
Instance Number: 10
HDBpath : /usr/sap/YKH/HDB10/exe
In SAP HANA logs, you see:
2020-02-27 16:57:26,631 - hana_pre.py - ERROR - main - * 2: general error: Backup error: A storage snapshot cannot be prepared because another storage snapshot has been already prepared or a data backup is running. SQLSTATE: HY000
