Agent registration fails

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

  • C22.02 Agent, build 29051 was successfully installed.
  • By attempt to register Agent with correct customer credentials, the following errors appear: "Access to the Management Server was denied" or "Registration Timed out"
  • Manual registration fails with "Access denied. Not allowed for non-privileged users. Domain: AGENT_CORE"

Cause

The article describes two issues that have a common cause.

On September 30, 2021, the Let's Encrypt old root certificate [DST Root CA X3] expired. 

Let's Encrypt introduced a new root certificate [ISRG Root X1] in advance, but for compatibility with the old devices that don't receive updates anymore they also implemented a cross-signature for the old root certificate [DST Root CA X3].

Symptoms

  • Agent registration fails with "The requested service is not available for your account" or "A device cannot be registered for a partner account"

Cause

Agent cannot be registered with partner credentials.

Solution

Issue has been resolved. A partner account can register workloads.