cPanel

Symptoms:

  • You configure a backup plan with Plesk/Cpanel extension
  • The backup plan is configured with file-filters in it and is working correctly
  • You try to mount the created backup from the Plesk/Cpanel management console
  • Mounting fails with the error message "failed to mount the recovery point"

Symptoms

You have installed the WHM/cPanel plugin for Acronis Cyber Cloud, and it fails to load with "Internal server error" (when you click on the plugin icon to open the plugin, it redirects to a white page with no data)

Troubleshooting

When checking the logs in /usr/local/cpanel/log/error_log you see the following error:

You have created a WebCP backu plan with an SMB share as destination. Later, you have changed destination to another SMB share and specified another credentials.

Mounting a recovery point in cPanel fails with:

Failed to mount the recovery point

When investigating issues related to Acronis Cyber Backup plugin for WHM and cPanel, you need to collect corresponding logs.

A set of basic logs for investigation can be collected from the plugin itself. We have added the Download log link for this purpose. Once you click the link, the logs are collected and saved into a zip-file that can be shared via e-mail attachments.