You see this alert in WebCP > Monitoring > Alerts:

No internet connection on the node <node>.

The following requirements must be met before installing upgrade to Acronis Cyber Infrastructure 3.0:


The following type of alert is being observed in WebCP > Monitoring > Alerts:

Network interface “<iface_name>” on node “<hostname>” is missing important features (or has them disabled): “<feature_name>”.


Acronis Cyber Infrastructure periodically checks each network interface for features that are important from performance point of view and shows the corresponding alert warning about missing features.


1. Backup storage was created with Acronis Cyber Infrastructure (ACI) and registered in Acronis Management Server (AMS) with some DNS name specified during configuration, e.g.:

2. Registered Acronis Cyber Infrastructure backup storage is listed in AMS > Settings > Storage Node tab:

ACI node was deployed in Azure VM per documentation "Backup Gateway Quick Start Guide for Microsoft Azure" with version less then 3.5. azure-cli package in version less than 2.0.77-1 is installed.

Attempt to perform cluster update or check updates via WebCP fails without specific error, manual attempt to update azure-cli package separately fails due to dependency issue.


After Acronis Cyber Infrastructure update to version 4.0, disk blink option became not available - greyed out, although this funcion was working well before update, e.g.:


After initiation of storage disk "Release" operation one of the following situations occurred causing disk release interruption:

1. CS located on the releasing disk failed, checked and recovered;

2. The node where releasing disk located was entered into Maintenance mode and exited from Maintenance afterwards.


WebCP and Grafana monitoring dashboards do not reflect performance information on any of the monitoring charts e.g:



The following situation is being observed:

1. ABGW with NFS backend is deployed, node connects to NFS share IP via interface which does not have any ACI networks assigned;

2. After update from ACI 4.5 to 4.6 vstorage-abgw service started to fail with "failed to mount" error in /var/log/vstorage/abgw.log.zst log:


1. On multi-node Acronis Cyber Infrastructure cluster after downloading updates via WebCP > Settings > Updates > Download there is no Install button:

2. Manual check of update status via CLI shows that one of the nodes has status uptodate while another ones are in download_completed status:


The following behavior is observed in Acronis Cyber Infrastructure (ACI) cluster:

1. Alerts "Node is offline" suddenly appear for all nodes in a cluster for a short period of time. During this time, status of the Storage is displayed as 'Unavailable' per WebCP dashboard.


Backup Gateway on Microsoft Azure to store backups in the Azure cloud is being deployed per Acronis Cyber Infrastructure Backup Gateway Quick Start Guide for Microsoft Azure.

This troubleshooting guide is applicable in cases when deployment failed on the InitializeStorage step:


1. Backup storage was registered initially with ACI version 4.5 and below;

2. Attempt to update ABGW certificate via WebCP > Storage Services > Backup Storage > Settings > Certificate or via CLI in ACI 4.6/4.7/5.0 fails with error like the following:

You get this error message on attempt to check cluster updates or start updates via WebCP -> Settings -> Updates:

Failed to start update check
Yum repository is inaccessible on <node_name>

Yum repository is accessible from the affected node, however, the log /var/log/vstorage-ui-agent/software-updates.log contains the following messages:

error: cannot open Packages database in /var/lib/rpm


On attempt to perform cluster update the following error message appears as result of eligibility check:

There are inactive nodes. Check "shaman stat -j"

Manual check of shaman stat -j shows inactive node(s):


Depending on the version of Acronis Cyber Infrastracture one of the following alerts may be observed in WebCP > Monitoring > Alerts:

1. With ACI version 4.0 and lower:

Disk write cache disabled for disk <disk_name> on node "<node_name>"

2. With ACI version 4.5 and higher:


1. Backup storage was registered initially with ACI version 4.5 and below;

2. Attempt to update ABGW certificate via WebCP > Storage Services > Backup Storage > Settings > Certificate or via CLI in ACI 4.6/4.7.0 fails with error like the following:

Cloud installation setup id '1549158355606fa6e94ef55b33886b73-1637911640' does not match the response of account server '7907a68a-af39-45b2-af96-d0971ec7e544'

On July 16, 2019, Acronis released a new version of Acronis Software-Defined Infrastructure and the product was renamed into Acronis Cyber Infrastructure (ACI), starting since 3.0 version.

More information regarding the exact software versions may be found in Acronis Cyber Infrastructure Release Notes.

The documentation to the latest version of the product may be found in the  Product Documentation page.

As a service provider using Acronis Backup Cloud solution you can have a Backups storage based on Acronis Cyber Infrastructure/Acronis Software-Defined Infrastructure/Acronis Storage) registered in Acronis Cyber Protect Cloud. In case if change of backup storage address is required, the approach below may be used.


1. Prior to change of storage address it is required to configure new appropriate DNS records using a new domain name;

As a service provider using Acronis Cyber Protect Cloud solution you have a hybrid storage organized for storing backups such as Acronis Cyber Infrastructure. After update of ACI cluster to the version 3.5.4 (24) you started to observe failing backups with Network connection failed due to timeout error.


1. ACI cluster is updated to 3.5.4-24 version:


You have Acronis Cyber Infrastructure rolled out in VMware environment.

You want to create VMware native snapshots of virtual machines serving as Acronis Cyber Infrastructure (ACI) cluster nodes and be able to restore from these snapshots.


When setting up snapshots, take the following into consideration:


1. Manual ACI Backup Gateway registration in Acronis Cyber Protect Cloud per Administration Guide or attempt to update the certificate for backup storage fails with one of the following errors in UI:


You want to register or remove an ABGW storage in Acronis Cyber Protect Cloud. You get this error:

User is not allowed to register/unregister storages.


Partner-owned storage offering item is not enabled.


Enable Partner-owned backup storage offering item:


You try to set up a Backup Gateway. In the service console, you navigate to Storage services > Backup storage screen and click Create backup storage.

When you fill all the fields and click Create, you get this error:

Failed to create backup storage. Change the input data and try again.

Acronis Cyber Infrastructure represents a new generation of the so-called Hyper-Converged Infrastructure targeted at both managed service providers and end customers. It represents a sophisticated platform bringing various heterogeneous hardware and software components together to create a homogeneous software-defined hyper-converged system.


1. Attempt to download update of Acronis Cyber Infrastructure (ACI) 5.3.0-130 per Administrator Guide - Installing updates fails with the error message:


This article describes the items to check and basic troubleshooting of Backup Storage service (ABGW) in Acronis Cyber Infrastructure (ACI).