Knowledge Base

Symptoms You have been receiving multiple alert messages with: "VPN gateway is not reachable. Please contact the support team" When you check, there are no issues with VPN. Cause Issue in product. This issue will be fixed in the upcoming update. This article will be updated as soon as the issue is resolved.  

Symptoms After updating AMS to v15 b30984, in big environments (e.g. 500+ agents) you are facing the following issues: 1. Task Manager Logs are occupying more space than normal (rapidly increasing and even exhausting the server's storage in a couple of days) 2. Task Manager process is having high CPU and/or network usage. Cause A security...

Symptoms You have created an entire-machine/disk level backup of your machine You have updated the agent to build 31286 or build 31477 You are trying to restore files/ folders using the Protection Console Recovery gets stuck at 6% Cause The issue is caused by hang of service_process. Solution The issue was fixed in the C23.01...

Symptoms After updating to the build 30984, you can no longer run/apply the plan, there is the error message: "The protection plan cannot be applied or updated as the existing license of the device does not allow the requested functionality". Cause Acronis is currently investigating the issue to find the root cause. Solution Make...

Symptoms You're trying to create a backup to Acronis Cloud, but it fails with the following error message: "To enable backup to the cloud storage, disable the two-factor authentication for your tenant". Cause You've activated the 2FA in your Cloud account. You've changed the credentials for your Acronis account...

Symptoms The Tenant is located on US5 DC Management portal doesn’t load or takes too much time to load Random errors appear in the console, e.g. “Authorization timeout”: Solution DC team has applied a workaround to mitigate the symptoms. Permanent fix is in progress.  This article will be updated once the...

Introduction Starting from C23.01, Acronis Cyber Protect Cloud introduces the new feature "Group management for Microsoft 365/Google Workspace". This feature improves the quality of the partner experience by saving time and effort with streamlined protection management for multiple Microsoft 365 and Google Workspace workloads....

Introduction In C23.01, a new Datto RMM integration 2.0 is introduced. The new integration reduces cost of onboarding for Customer tenants by provisioning Datto RMM managed sites. What's new Provision all/ selected sites from Datto RMM as new Customer tenants in Acronis. Map Datto RMM sites to existing Acronis...

Symptoms You are using the storage abgw-phx1-arp2.acronis.com Since 26th of January, Cloud backups have been failing with “Storage request timeout”, “Operation failed due to temporary issues in the cloud storage” and similar errors. Cause Issue on the storage side. Acronis Development team is investigating the issue...

Symptoms When a user attempts to perform a backup of Microsoft Teams, the backup succeeds with the following error message: "Could not get Channel Messages: Error: 403 GET" Example of the full error message: "message": "Could not get Channel Messages: Error: 403 GET https://graph.microsoft.com/beta/teams/4158ff42-1bdb...