Knowledge Base

Symptoms When attempting to browse data using the Web Restore console, the user receives an error message stating that access is denied because "The user does not belong to the group ancestors": As a result, the user is unable to reach the data they are attempting to access. Cause This error occurs if the user attempting to browse the...

Symptoms After performing V2V restore (VMWare backed-up machine to Scale HC3), you are facing the following issues: 1. The VM runs normally, but cumulative updates failing with the error "0x8007054f" 2. Not possible to replace the VirtIO Red Hat SCSI controller driver with a new version. Cause Issue in the product....

Symptoms You are using cPanel plugin and you have registered the agent using the branded URL. After the update to the latest version 15.0.31285, Cyber Protect Console shows the message: "The backup agent is not available": Full error message in mms.log: click to expand 2023-01-02T14:12:28:272-05:00 139690723976960 E02BF0015:...

Symptoms You are creating a full backup of your machine The Backup operation is successful with the warning "No mounted partitions were found in the operating system information". Example of full warning message: 2022-11-26T20:45:14:906+01:00 7200 W000B0471: service_process(9424): Error 0xb0471: No mounted partitions were found in...

Symptoms Customer cannot open Cyber Protect Console. Both Acronis Management Server Service and ZeroMQ Gateway Service are not getting started. After checking the 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:...

Symptoms You are trying to perform an Agent update to the build 30948 Updating fails with uninformative error "The installation failed" in wizard The bootstrapper.log is 0KB. Cause Compatibility issue between the old and the new Active Protection mechanism. Solution Apply one of the following solutions: 1. Update to Acronis Cyber...

Symptoms You are using EU1 DC and EU7 (baas-fes-eu7.acronis.com) storage Starting from 29th of December 2022, you experienced performance issues like slow backup, recovery and other operations to or from Acronis Cloud. You may receive the following alert: “The running backup has not shown any progress for some...

Symptoms Starting from 26th of December 2022, backups to Acronis Cloud fail with errors like: “[Archive Server]: storage request timeout”, “Input/output error”, “Operation failed due to a temporary issue in the cloud storage” In case of local, non-C2C backup, you can see the following messages in pcs...

Symptoms You are running a Microsoft 365 backup  Starting from December 2022, backups fail with “'[Microsoft][ews-code=ErrorInternalServerError]: An internal server error occurred. The operation failed'” All Data centers and both local and C2C backups are affected Cause The issue is caused by a global incident on...

Symptoms You've performed the entire PC recovery to the same PC. The recovery has been successful. You're trying to start the computer but it fails with "Stop code: BAD_SYSTEM_CONFIG_INFO". The validation of the backup used for recovery is successful.  Cause The Intel Optane memory system acceleration module...