Registration

Delete the Acronis Managed Machine Service (MMS) logs and Acronis Agent backup policies to resolve the issue

The issue is caused by the corruption in Acronis License Server database

This is due to the lack of permissions on the account specified when adding the machine

Adding a machine to the Acronis Management Server fails with "The machine has already been registered". However the machine is not in the Acronis Management Server

Registrierung auf der offiziellen Acronis Website

Vergewissern Sie sich, dass Sie auf der Acronis-Website ein Konto haben, und melden Sie sich über das Produkt in Ihrem Konto an

Dieser Artikel bezieht sich auf:

Introduction

To use Acronis True Image on a Windows computer or a Mac, you need to activate it via the Internet. Without activation the fully functional product works for 30 days. If you do not activate it during that period, all the program functions become unavailable except the recovery.

You can activate Acronis True Image either on your computer or from another computer, if your computer is not connected to the Internet.

Introduction

To use Acronis True Image on a Windows computer or a Mac, you need to activate it via the Internet. Without activation the fully functional product works for 30 days. If you do not activate it during that period, all the program functions become unavailable except the recovery.

You can activate Acronis True Image either on your computer or from another computer, if your computer is not connected to the Internet.

Symptoms

You try to install Acronis Cyber Backup 12.5 or Acronis Cyber Protect 15 on a machine where a NIC is disconnected or missing. Both Management Server and Agent are selected for installation.

At 99% of installation progress you get an error:

Registration failed.

Backup agent: "Failed to connect to the management server"

Manual registration fails with an error: ZmqGW return empty AMS addresses list

Cause

Issue in the product.

Symptoms

  1. You want to install an agent in an environment with a proxy.
  2. You have configured proxy according to the user guide (Acronis Cyber Protect 15
  3. Agent registration fails with the following error:

    503 service unavailable

Symptoms

Agent registration fails with the following error:

Failed to validate possible tenant change: unintended tenant change

This error usually occurs when re-registering the Agent, e.g. to a different tenant. 

Cause

Issue in the product: resource remains tied to the previous tenant and cannot be registered to a new tenant.

Solution

There are 2 possible workarounds:

Symptoms

  • You have re-registered Management Server in Cloud platform for some reason, e.g. as a workaround for any issue,
  • After that, all licenses disappeared from the on-premises Management Server despite successful activation,
  • In Cloud console, Management Server is present, and all licenses are allocated and displayed correctly

Cause

Issue in the product.

Solution

This issue has been fixed in Build 28503. Please follow the steps below to resolve the issue:

This article applies to: Acronis Cyber Protect 15 Update 3 (Build 28035)

Symptoms

  1. Two-factor authentication is enabled in Cloud console.
  2. Attempt to activate management server fails with:

    An error occurred during registration. Please try to register the Management Server again

Cause

Two-factor authentication is not yet supported by online management server activation mechanism.

This feature will be implemented in future versions or the product.

Symptoms

  • Management Server activation fails with the following error:

    Login to this Acronis account failed. Verify that this account exists and your credentials are correct

How to change the registration e-mail on Acronis website

Symptoms

1. You have done one of the following:

  • Renamed the Management Server machine (AMS).
  • Reinstalled Management Server machine before unregistring it from the Cloud Backup Console.
  • Clicked on “I don’t have access to the management server” button in the Cloud Backup Console.
  • Unregistered an offline Management Server via cloud console: Settings -> License usage -> Unregister

 

Symptoms

You have successfully installed an Acronis Backup Agent, but registration failed and machine does not appear in Cyber Protection console.

Or you need to re-register a client machine to another Backup Account.

Solution

There are 2 methods

Method 1

Acronis Cyber Protect Cloud has introduced a new option to register/ re-register the installed Backup Agent using the installer. The registration or re-registration can be done both on the Machine where the Backup Agent is installed or on a different machine.

Symptoms

  1. You are trying to register offline Management Server in Cloud account
  2. When you upload the registration file, a message appears:

    "Registration file is already in use.
    This offline management server is already registered"

 

This article applies to:

  • OS X Mavericks 10.9

  • OS X Yosemite 10.10

  • OS X El Capitan 10.11

Symptoms

After updating Agent to Build 26822 or later on macOS X 10.9 - 10.11, backups fail with the following error:

Failed to connect to the Agent Core service on this machine

Symptoms

  1. You attempt to register an agent machine in the Cloud
  2. Registration fails (if you attempt to unregister the agent, it fails as well). When you check MMS log, you see the following error:

Symptoms

You have recently disabled and then re-enabled a tenant.

Backup for that tenant fails with the following error:

Request to the cloud platform failed because the agent is not registered

The article describes step-by-step how to register new Acronis Backup Gateway with existing ID remained from the previous installation of Acronis Backup Gateway.

Symptoms

  • You updated the software to Acronis Cyber Protect 15 Update 3 or newer version from an older build or from Acronis Cyber Backup 12.5
  • Every day, the following alert appears:

    This management server has been offline for X days. Fix the Internet connection issue and ensure that your license is up to date.

Symptoms

On attempt to create Backup storage the following error is being observed:

Offering items required for infra component registration are not available.

Cause

Error may be caused by one of the following: