CloudBlue

Acronis Cyber Protect Cloud: Offering item is not turned off during subscription downgrade or plan switch in APS package

Applicable to:

  • Acronis Cyber Protect Cloud APS package 2.0

Symptoms

  1. You provision a subscription with a set of countable Acronis Cyber Protect Cloud resources (Workstations, Cloud storage etc.), with non-zero limit.
  2. You change subscription and decrease resource limit to 0.
  3. Quota for the offering item is set to 0. Offering item is not turned off.

Cause

This is expected behavior.

Acronis Cyber Protect Cloud: After APS package upgrade to 2.0, Web Hosting Servers quota is set to 0

Applicable to:

  • APS package 2.0

Symptoms

After upgrade to APS package 2.0 you receive notification from Acronis Cyber Protect Cloud that Web Hosting Servers quota is exceeded.

Quota on reseller level is set to 0.

Cause

Issue in product:

  • [APSOB-5452] After upgrade, WebHostingServers quota=0 for reseller even if embedded subscriptions exist where WebHostingServers quota > 0

Solution

Log in to Management Portal and increase quota on reseller level.

 

Acronis Cyber Protect Cloud: APS package compatibility table

APS package must be compatible with following software components:

Acronis Cyber Protect Cloud: Cannot connect to Acronis Cloud from CloudBlue integration with "SSL connect error"

Symptoms

  • APS package is installed on CentOS 6.x
  • When trying to connect to the Acronis Cloud from the APS endpoint, the following errors appear in /var/www/html/backupservice/log/Events

2019/04/30 10:54:17 5cc829584d633 Error Request error: SSL connect error File:'/var/www/html/backupservice/tenantBase.php' Line:'602'

Acronis Cyber Protect Cloud: CloudBlue subscription synchronization fails, usage is not updated

Applicable to:

  • Acronis Cyber Protect Cloud APS package 2.0

Sympthoms

CloudBlue Synchronize task fails with error message similar to:

Acronis Cyber Protect Cloud: Downgrading APS package

Overview

When running an upgrade of APS package for Acronis Cyber Protect Cloud, installation procedure fails and it is impossible to proceed with the upgrade procedure after eliminating the root cause.

In this case, you will need to downgrade the APS package following the instruction below, and reach out to Acronis support for further assistance.

Limitations

Downgrade should not be performed in following cases:

Acronis Cyber Protect Cloud: Downloading APS package

How to obtain a new version of Acronis Cyber Protect Cloud APS package?

Here you can download the last versions of Acronis Cyber Protect Cloud APS package:

Acronis Cyber Cloud: APS package upgrade path

Latest APS deployment guide is available at https://www.acronis.com/en-us/support/documentation/

Usage is empty after the upgrade to Acronis APS 2.6 (build 2708)

Symptoms

After the upgrade of Acronis Cyber Protect Cloud APS from a previous version to the latest version 2.6 (Build 2708) daily subscription usage reporting might fail. Usages in subscriptions are not updated and it results in incorrect billing of end customers.

The following error messages can be found in Events.log:

WARNING E_WARNING: Attempt to read property "subscriptionId" on null File: /var/www/html/backupservice/app/UsageReport/TenantsMap/TenantsMap.php Line: 83