Knowledge Base

Symptoms You deleted a tenant (user, customer, folder, etc) from the Management portal After that, you still see agents that were registered under the removed tenant Attempt to delete them finishes with errors "Tenant with ID was deleted" or "Checking access to agents: no access to agent" Cause Issue in the product. This...

Symptoms Agent auto-update or remote update fails with the error "Fatal error during installation": Cause During agent installation, Acronis faced an error that couldn't be solved by the installer. Troubleshooting To find out the exact root cause and fix the problem, refer to the installation logs: On the agent...

Symptoms You log in to Cyber Protection console and navigate to Management> Script repository You create a new script and save it You Switch to the "Scripting plans" tab and start creating a new scripting plan In the "Script to run" field, you try to choose the script created in step 3 The Script is not available: the...

Symptoms Local update of agent, auto-update or remote update finishes with error "One or several critical issues are found" Cause The error appears if launch conditions (installation prerequisites) are not met. Troubleshooting To find out the exact root cause, refer to the Bootstrapper logs: Open ProgramData\...

Symptoms Local update of agent, auto-update or remote update finishes with error "One or several critical issues are found" In the Bootstrapper logs (C:\ProgramData\Acronis\InstallationLogs), you see the following message: "Folder C:\ProgramData\Acronis\ is created by non-administrator. Delete this folder manually, and then start...

Symptoms The Tenant is located on EU1 DC C2C backups are failing with “Cannot open or create backup file. [Archive Server]: internal error” starting with October 2022 Cause The issue is caused by an incorrect DNS configuration on DC. Solution This issue has been resolved.  

Symptoms You have added printers to a Hyper-V (Gen 2) Virtual Machine After installing Agent for Windows on the VM, you have created an entire machine backup. You restored the created backup using the agent for Hyper-V (installed on the host where the VM is located) to a new Hyper-V VM. The restored VM doesn't have the connected...

Symptoms A scheduled automatic update runs. The update fails with the following error: "Installation process failed. {"Result":"Failed", "Code":"6452571", "Description":"One or several critical issues are found:"}" In System information log the following errormessage is...

Symptoms Your Vmware Datacenter is placed in a folder. You run a VM from a backup on an ESXi registered in this Datacenter using a Vmware agent. The finalization of this VM fails with an error like this: "The link from 'xxx.vmdk' to parent file 'yyy.vmdk' is not found."  A full error text  ...

Symptoms Attempt to edit an existing protection plan finishes with "Failed to load the protection plan for editing" In HAR log (F12), you see the error "UnsupportedApplicationResourceOSTypeError" with response code 422 Example "link":"policy_enable", "severity":"error...