Knowledge Base

Scenario Machine already has been backed up several times. To check the recovery points, you go to All devices, select the machine, and click Recovery. You click Refresh (in the upper right corner of the list) to refresh the list of recovery points. In a minute, recovery points appear, but you notice that some or all of the recovery points are...

Symptoms Backup fails with the following error: Failed to establish connection with cloud storage <cloud storage address>. This may happen due to a blocked port or other network issue Example of full error log: click to expand Module: 309 LineInfo: 0x8D165E86FB81959B Fields: {"CommandID":"8F01AC13-F59E-4851-9204-...

Symptoms You have AdGuard installed on your computer. You open Acronis web console and notice some issues: list of backups and locations is empty; you cannot create a cleanup, validation, or replication plan. Cause The issue is caused by AdGuard. Solution Disable AdGuard for Acronis web console (in your browser, click the AdGuard extension icon...

事象 VMware または Hyper-V の仮想コンピュータのエージェントレス バックアップを作成します。 仮想コンピュータのバックアップから元の場所にファイルを復元しようとしますが、リカバリ ウィザードではカスタム ロケーションのみ使用できるようになっています:  原因 仮想コンピュータのエージェントレス バックアップのファイルは、バックアップされた仮想コンピュータのゲスト OS にある元のロケーションには復元できません。デフォルトで復元を実行するエージェント（エージェント for VMware / エージェント for Hyper-V）がゲースト OS 内のファイルにアクセスできないからです。 元の場所にファイルを復元するためには、復元先になるゲースト OS...

Symptoms You attempt to recover a virtual machine on Citrix XenServer 7.1 or 7.2 using bootable media or via Recovery option in Cyber Protection console. Backup is located in Acronis Cloud storage. Recovery from Cloud Storage hangs and does not continue. After media hangs, network on VM is disconnected (e.g. you are unable to connect to the...

Symptoms You have a backup plan of Microsoft SQL or Microsoft Exchange databases or mailboxes. Later, you have revoked and reapplied application backup quota from this machine or have changed the tenant licensing model. Now, these backup plans do not run on schedule, while other backup plans still run as scheduled. Cause Issue in...

Issue Error "Could not connect to remote file system" while performing website backup. Solution The cause for the DisconnectError received from the host could be that the connection to cloud storage is slow, and because of this the host closes the ssh session as it is considered "idle". If this is the problem, a workaround is...

Symptoms In service console, you open the Backup storage tab and notice that the backup location you want to view is not listed. Solution To add a location: Click Add location: Navigate to the location, select it and click Done. The location will be added to the list.

Symptoms After successful installation, the machine is shown as offline in the Cyber Protection console. Possible causes Managed Machine Service is not running. Device is in sleep mode. A connectivity issue between the backup agent and cloud servers. Registry keys "MMSCurrentMachineID" and "InstanceID" do not match with IDs on...

Instructions on how to troubleshoot and resolve vSphere snapshot issues in Acronis Cyber Backup products Expand All / Hide All This article applies to: Agentless backup using Agent for VMware or Virtual Appliance  Introduction This article provides instructions for troubleshooting vSphere snapshot issues in Acronis Cyber Backup...