Knowledge Base

Symptoms You have configured a backup plan to protect a website. The website contains a symbolic link. The contents of the symbolic link are not included in the backup, instead the link presented as a file. Cause Our software does not back up the content that a symbolic link is linked to (unless the content is also in the SSH user’s home...

Symptoms You attempt to refresh content of vault in Cyber Protection console by pressing Refresh button. Operation fails with error message similar to (Vault ID and archive ID will be different): HTTP request "/api/vault_manager_insecure/v1/sync/archives" failed: 500 - Internal Server Error: server returned: {"created...

Symptoms You have a Windows VM with dynamic disks. You create an agentless backup of this VM using Virtual Appliance. When you check the backup archive contents, you notice that drive letters are displayed incorrectly. Cause Acronis Agent cannot enumerate drive letters for agentless backups of machines which contain Windows dynamic disks....

Symptoms You are using Acronis Cyber Cloud 7.8 Your Customers are registered in JP1 data center. Since update to 7.8, you noticed that the Space usage CSV report contains the below details: "Project-Id-Version: PACKAGE VERSION Report-Msgid-Bugs-To: POT-Creation-Date: 2016-01-01 01:01+0100 PO-Revision-Date: 2015-11-13 10:42+0300 Last-Translator:...

Symptoms This article applies only to backups of clustered SQL Databases. You have successfully backed up an SQL cluster to Cloud storage. You browse the backup in the web console but no items are displayed (the attempt to browse the archive leads to a long "Loading" spinning wheel but even after 1 minute no items are displayed)....

Symptoms Acronis Cyber Cloud 8.0 Advanced edition and Acronis Cyber Backup Advanced 12.5 introduced Dynamic group feature (see details here). You may face situation when content of dynamic group is not populated correctly (for example, you register a device that matches search criteria, but it is not added to the group). Cause Issue in the product...

Symptoms You have a local backup file and you want to mount it in read-only mode as a local drive to browse the archive or to restore the data from it. After you mount the volume, you go to browse it. Contents of the Volume are not what you have expected but some system files. Cause This is a known issue with the backups that contain partitions...

Symptoms You have existing backup created with Agent build 12960 or older version Data center is updated to Acronis Cyber Cloud 8.0 (list of released versions - https://kb.acronis.com/content/56310) You go to "Backup" tab, choose location and see "unknown" value in "Backup format" column Cause Starting from...

Symptoms Backup of Office 365 or Exchange public folders fails with an 'access denied' error or completes with warning. For example: Cannot retrieve the contents of Office 365 mailbox folder 'MyFolder': '[Microsoft][ews-code=ErrorAccessDenied]: Access is denied. Check credentials and try again. Solution Verify that your...

Symptoms Quota for Cloud resources is disabled for Customer tenant (group) There are existing backups stored in local or network location in Customer group Installed Agents build is 12960 or older Attempt to browse recovery points finishes with "There are no backups of the selected devices in the known locations." message ...