Network issues

1. Make sure the node with MGMT role assigned has Internet access.

2. Make sure the registration portal is available on the MGMT node.

Execute this command:
ping baas.acronis.com

If command fails with an error, check DNS servers' names in /etc/resolv.conf file on the node:

a) if FES role is enabled on the node, the list of the DNS servers should be equal to the one specified in FES role settings.

Backup may fail due to a variety of reasons. This article contains instructions on how to localize the root cause of the issue and how to troubleshoot it as well as links to other troubleshooting articles.

About backup process

Backup process can be divided into several stages:

Troubleshooting issues with Wake-on-LAN in Acronis Backup Advanced

Troubelshoot tape usage issues

This article applies to:

  • Acronis Backup Advanced


Acronis Backup Advanced provides advanced capabilities in setting up tape storage and using it for backup and replication. Incorrect settings and usage may lead to unexpected results and problems. This article describes the Tape Management functionality, settings, contains correct and incorrect usage examples and provides troubleshooting steps for issue resolution.

This article describes what to check first when facing connection or authentication problems during site/document recovery in Acronis SharePoint Explorer

This article describes what is needed for successfull installation of Acronis SharePoint Explorer

This article provides information on troubleshooting possible failures during Deduplication.

Deduplication is a complex process involving many operations and components and thus has a number of possible points of failure. In order to properly troubleshoot and resolve such issues, the first step is to find the exact point of failure. Once this clear, we have to collect the proper diagnostic information. Please follow the guide below in order to do this.

Select the situation that applies:

This article describes what to check first when unable to recover Site or Document using Acronis SharePoint Explorer

This article describes what steps should be taken when unable to retrieve SharePoint data from backup, while database is visible in backup.

In case if unable to find SharePoint data in backup, please refer to following article: Acronis SharePoint Explorer: Unable to find SharePoint data in backup

Microsoft SharePoint uses Microsoft SQL server to keep its data in SQL databases.

This article will be updated with known issues and troubleshooting information. For now, if you are facing any incorrect or incomplete results of SharePoint data recovery, please collect the following information and contact Acronis Customer Central.

Errors during recovery can happen for a number of different reasons and this article will help troubleshoot and resolve such issues. 


If you are having any sort of issue during recovery, always validate the archive as the first step. If validation find a problem with your archive please follow the instructions in this article.

Collect information for investigation of operating system lockups

If there are problems reaching the Acronis Files Advanced Gateway service from the Acronis Files Advanced web admin, please use the following troubleshooting approach:

Issue description

In rare cases after the Acronis True Image installation, you may notice that your Windows system started taking more time to boot. This article helps you to find out what slows Windows boot, provides steps to solve the issue and describes the information to collect for further investigation if need be.


To troubleshoot the issue you need to understand which service or process causes slower boot.

Anweisungen zur Analyse und Lösung von Problemen mit beschädigten Backups

Dieser Artikel gilt für:

  • Acronis Backup (Acronis Backup & Recovery)
  • Acronis True Image
  • Acronis Snap Deploy


(!) Beachten Sie: wenn Sie das Kennwort für das Archiv verlieren, sind wir nicht in der Lage, dieses wiederherzustellen. Es ist weder möglich, ein verlorenes Kennwort noch ein kennwortgeschütztes Archiv ohne dessen Kennwort wiederherzustellen.

Instructions on how to troubleshoot and resolve issues with tape devices.

This article applies to:

  • Acronis Backup Advanced (Acronis Backup & Recovery)


When backing up to a magnetic tape media, you may encounter issues with device detection or read/write operations. This article provides instructions on how to troubleshoot and resolve such issues.


Follow these steps to troubleshoot issues with backing up to magnetic tape media:

This article looks at troubleshooting performance problems of the different sub-tasks and operations involved in running a backup plan: backup, replication, validation, recovery etc. 

Performance depends on a lot of factors. For example, it could be hardware limitations that cannot be fixed without changing the hardware or the product under-performing due to conflicts with the system which have to be fixed by Acronis development. So it is important to make sure the performance bottleneck is understood exactly. This article aims to help you do just that. 

Schnelle Hilfe

In seltenen Fällen kann ein Problem bei der Installation von Acronis True Image auftretten. Dafür haben wir die schnellen Lösungen gesammelt: 

Installation Fails with "An error occurred during the installation of assembly" "Microsoft.VC80.CRT,publicKeyToken"

Installation Fails with "The Windows Installer Service could not be accessed"

Mailbox-level backup - is a type of backup that stores contents of Exchange mailboxes and/or public folders.

Acronis Backup accesses the contents using Messaging Application Programming Interface (MAPI), so backing up multiple mailboxes may take a long time.  Backing up at a mailbox level makes sense when you need to frequently back up a small number of mailboxes. Otherwise, consider a database-level backup (Information Store backup).

When you disable automatic switch to DST (Daylight Saving Time) in Windows on a machine where Acronis Management Server is installed, Virtual Appliance deployed from this management server still switches to Daylight Saving Time and runs scheduled tasks based on this time.

This article describes how to proceed if you have faced a problem with building WinPE-based bootable media with Acronis Backup and Recovery and Acronis Disk Director.

Acronis Software is not always able to detect storage hardware correctly in the backup source selection or Disk Management components. This is often caused by a conflict with hardware, its drivers or third-party software. There is a huge number of possible storage configurations, and we cannot test every single one beforehand.

This issue can also be caused by an incorrect or unfinished installation of the product.

Follow step-by-step instructions below to troubleshoot the issue. Choose Windows or Linux depending on what operating system you are using.

When backing up to a magnetic tape media, you may encounter issues with device detection or read/write operations. This article provides instructions on how to troubleshoot and resolve such issues.

Follow these steps to troubleshoot issues with backing up to magnetic tape media:

Acronis Scheduler is a tool which is responsible for scheduled Acronis operations. If scheduled backups or other activities do not work as configured in backup plan or task, proceed with this article in order to identify the root cause and solve the issue if possible.

Follow these steps to troubleshoot Acronis Scheduler issues:

Dieser Artikel beschäftigt sich mit der Lösung von Performance-Problemen in Acronis True Image.

Grundsätzlich wird die Performance des Produktes von uns konstant optimiert. Wir empfehlen daher, dass Sie immer auf das neueste Build aktualisieren, um die beste Performance bei Backups und anderen Aktione zu erreichen. Stellen Sie sicher, dass Sie zur Lösung von Performance-Problemen immer das neueste Build des jeweiligen Produktes verwenden (sofern möglich).

Follow these steps to troubleshoot Email Notification Issue

  1. Get familiar with technology in the About part.
  2. Check for known issues in the Known issues part.
  3. Follow to Troubleshooting part to troubleshoot and resolve the issue.

About Email notifications

Email notifications are used to send emails about operations results, interactions, alerts:

This article provides instruction for troubleshooting virtual machine backup failures in Acronis Backup virtualization solutions.


Follow these steps to troubleshoot virtual machine backup failures:

This article describes how to proceed if you have faced an issue with creating WinPE-based bootable media with Acronis True Image.

Make sure you are following instructions from the user guide on creating bootable media based on Windows Preinstallation Environment: Web Help: Creating WinPE-based rescue media.

This article is about troubleshooting different deployment failures for Acronis Snap Deploy

This article applies to: