VM

Acronis Cyber Protect: Application-aware backup fails with "Failed to get the metadata from the 'VMware Snapshot Provider' extension library" or "VSS metadata is missing or corrupt"

Symptoms

Application-aware backup fails with one of these errors:

Error 1

Error code: 34865165
Fields: {"$module":"aavb_backup_command_addon_vsa64_23140"}
Message: Failed to get the metadata from the 'VMware Snapshot Provider' extension library.
------------------------
Error code: 65520
Fields: {"$module":"aavb_backup_command_addon_vsa64_23140","code":2147942402}
Message: The system cannot find the file specified

Acronis Cyber Backup 12.5 and Acronis Cyber Protect 15: how to collect system information

When contacting Acronis Support with a technical issue, it is recommended to have Acronis System Information at hand

Acronis Cyber Protect Cloud, Acronis Cyber Backup: Impossible to recover files to the original VM in case of agentless backup

You create an agentless backup of VMware or Hyper-V virtual machine. 

When you try to recover files from a virtual machine backup to original location, only custom location is available in the recovery wizard.

Acronis Cyber Backup: incorrect drive letters in virtual machine backup
  1. You have a Windows VM with dynamic disks.
  2. You create an agentless backup of this VM using Virtual Appliance.
  3. When you check the backup archive contents, you notice that drive letters are displayed incorrectly.
Acronis Cyber Protect 15: boot order of a recovered VMware VM cannot be modified

Symptoms

  1. You created a backup of a VMware VM using Acronis Cyber Protect 12.5 Virtual appliance.
  2. You recover the backed up VM to the same host with Acronis Cyber Protect 15.
  3. When you boot the VM, it is not possible to change the boot order. The message is:
    All items on this menu cannot be modified in user mode. If any items require change, please consult your systems Supervisor.

Acronis Cyber Protect Cloud, Acronis Cyber Protect: "More than one Agent for Hyper-V is selected. Simultaneous update of multiple Agents for Hyper-V is not possible" error when attempting to update several Hyper-V agents at the same time

Symptoms

  1. You want to update several Hyper-V agents at once under Settings - Agents,
  2. When you select required agent machines, the following error is displayed:

More than one Agent for Hyper-V is selected. Simultaneous update of multiple Agents for Hyper-V is not possible. Please update these agents one by one.

Acronis Cyber Protect 15: Deployment of Agent for Scale Computing HC3 fails with "Failed to download the virtual appliance. Check the internet connection on host or download the file."

Symptoms

You have installed Acronis Cyber Protect 15 software and attempt to deploy Agent for Scale Computing HC3 (Virtual Appliance);

Deployment of the Agent for Scale Computing HC3 (Virtual Appliance) instantly fails with the following error:

Failed to download the virtual appliance. Check the Internet connection on host <hostname> or download the file...

Acronis Cyber Backup: P2V and V2P migration of machines with LVM

Introduction

The P2V migration or V2P migration of the machines with LVM can be performed only if the backup was created using the agent installed inside the virtual machine (or on physical machine) and the restore operation should be performed using Acronis Bootable Media.

If a machine has LVM volumes, keep in mind the following limitations for restoring to a different platform:

Acronis Cyber Protect 15: Virtual Host license assigned to virtual machine in "License usage"

Symptoms

You have a virtual host with VMs, and licenses for Virtual Host workload (such license can be used to back up 1 Hypervisor Host Server and up to an unlimited number of virtual machines that are residing on the Hypervisor Host Server).

When you check the details of host and VMs with applied plans, license assignment is correct.

However, if you look under Settings -> License usage, one or more of Virtual Host licenses are assigned to VMs without Agent, or the licenses are shown as "not assigned".

Acronis Cyber Protect, Acronis Cyber Backup: all or some VMware virtual machines do not appear in the console

Symptoms

  1. You have set up some Agents for VMware (Windows or Virtual Appliance) connected to a vCenter/ESX(i) host.
  2. Some virtual machines do not appear in Cyber Protection console after recovery or physical to virtual conversion

Cause

Current Acronis Cyber Protect products use VMware "InstanceUUID" property in order to identify each virtual machine. If one or more machines use the same InstanceUUID then only one machine will appear in the console.

Acronis Cyber Protect, Acronis Cyber Backup: Recovery to Gen2 Azure VM stuck on 15%

Symptoms

  1. You install Agent for Windows into a Gen 2 Azure VM and perform recovery as described in Windows Azure and Amazon EC2 virtual machines

Acronis Cyber Protect: VM backup or running VM from backup fails with "The specified module could not be found" if Microsoft Visual C++ 2017 Redistributable is not installed with VMware VDDK 7.0

This article applies to: