Failure

Symptoms

Application-aware backup fails with one of these errors:

Error 1

Error code: 34865165
Fields: {"$module":"aavb_backup_command_addon_vsa64_23140"}
Message: Failed to get the metadata from the 'VMware Snapshot Provider' extension library.
------------------------
Error code: 65520
Fields: {"$module":"aavb_backup_command_addon_vsa64_23140","code":2147942402}
Message: The system cannot find the file specified

When contacting Acronis Support with a technical issue, it is recommended to have Acronis System Information at hand

Symptoms

Backup of a Windows machine fails with error:
Logon failure: unknown user name or bad password.

Cause

Acronis Cyber Backup agent receives this error from Windows while trying to access backup source or target.

Symptoms

Operation (backup, recovery, cleanup) fails with the following error:

Windows error: (0x8007051F) There are currently no logon servers available to service the logon request

Symptoms

You get errors when you use Acronis software to connect to  a mailbox or public folder via the Exchange Web Services (EWS) protocol.

Troubleshooting

To verify if an error is related to Acronis software or to the environment, you can use a tool called EWSEditor to connect to the mailbox or public folder that causes errors and check if the error appears. This can be very useful in scenarios when:

Symptoms

Backup to NAS or a different activity(replication, validation) fails with:

 Windows error: (0x80070544) The validation information class requested was invalid

Symptoms

User wants to manually delete a .tib/.tibx backup archive in Explorer, or to modify Acronis configuration files, e.g. to adjust settings of alerts or change default ports for services.

Operation fails with “Access denied” error:

Folder access denied
You need permission to perform this action

Cause

Access to Acronis files may be denied by Acronis Self-Protection.

Symptoms

  1. You try to install Acronis Backup on your Debian machine.
  2. You cannot install neither 64-bit version, nor 32-bit version of Acronis Backup.
  3. Installation fails with :

    Please use installer compatible with x86_64 OS.

Symptoms

You try to install Acronis Cyber Backup 12.5 or Acronis Cyber Protect 15 on a machine where a NIC is disconnected or missing. Both Management Server and Agent are selected for installation.

At 99% of installation progress you get an error:

Registration failed.

Backup agent: "Failed to connect to the management server"

Manual registration fails with an error: ZmqGW return empty AMS addresses list

Cause

Issue in the product.

The recovery of an Exchange database to original location fails with:

Error code: 254
Module: 91
LineInfo: 0x7A0C574AD2E3F5C3
Fields: {"$module":"arx_agent_fork_vsa64_12960"}
Message: It is not allowed to overwrite database <database> during recovery.

Symptoms

You upgraded from Acronis Backup Advanced 11.7 to Acronis Cyber Backup Advanced 12.5 and then to Acronis Cyber Protect 15.

When you try to create or edit a protection plan, the operation fails with the following error:

POR: cannot assign units of different types

Cause

Issue in the product.

Solution

The issue has been fixed in Build 25729. Please download and install the latest build.

Symptoms

  1. You created a backup of a VMware VM using Acronis Cyber Protect 12.5 Virtual appliance.
  2. You recover the backed up VM to the same host with Acronis Cyber Protect 15.
  3. When you boot the VM, it is not possible to change the boot order. The message is:
    All items on this menu cannot be modified in user mode. If any items require change, please consult your systems Supervisor.

Symptoms

  1. You want to update several Hyper-V agents at once under Settings - Agents,
  2. When you select required agent machines, the following error is displayed:

More than one Agent for Hyper-V is selected. Simultaneous update of multiple Agents for Hyper-V is not possible. Please update these agents one by one.

You install Acronis Agent on a Linux machine. Installation completes with this error:

Failed to build the SnapAPI kernel module. Operations with disk-level backups will not be available.

Symptoms

  1. You are backing up a SharePoint Server.
  2. Backup fails with:

Error code: 54
Module: 482
LineInfo: 5c71ebf434f0c47a
Fields: $module : disk_bundle_vs_38774
Message: Failed to collect all of the data required for single-pass backup of Microsoft SQL Server.
--------------------
Error code: 4354
Module: 87
LineInfo: e4fe5c9fd5e63de8
Fields: $module : aaib_mssql_backuper_vs_38774

Symptoms

You have installed Acronis Cyber Protect 15 software and attempt to deploy Agent for Scale Computing HC3 (Virtual Appliance);

Deployment of the Agent for Scale Computing HC3 (Virtual Appliance) instantly fails with the following error:

Failed to download the virtual appliance. Check the Internet connection on host <hostname> or download the file...

You set up a backup plan of Windows machine(s) with Policy Rules: [Disk 0] in Items for backup.

Backup fails with errors similar to:

Cannot resolve inclusion rule '[Disk 0]'.

Disk 0 has not been found while processing the 'Disk by number' template

Introduction

The P2V migration or V2P migration of the machines with LVM can be performed only if the backup was created using the agent installed inside the virtual machine (or on physical machine) and the restore operation should be performed using Acronis Bootable Media.

If a machine has LVM volumes, keep in mind the following limitations for restoring to a different platform:

  1. You create a backup using Version 12 format.
  2. An operation with archive (e.g. applying retention rules) fails with the error message

    Failed to lock the file

Symptoms

  • You have upgraded your system from Acronis Cyber Backup 12.5 to Acronis Cyber Protect 15. 
  • After the upgrade, you created new protection plans. When you try to edit a newly created protection plan, there is a spinning loading circle with Reconnecting... message.

This article applies to:

  • All Acronis software

Symptoms

  1. You are installing Acronis software in Windows
  2. Installation fails with:
    The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed. Contact your support personnel for assistance.

Cause

Issue in the Windows Installer.

Symptoms

You are backing up data to QNAP NAS.

When the activity is almost complete, it fails with:

The credentials for location are not specified

Cause

Outdated NAS firmware.

Solution

Update NAS firmware to the latest version.

If the issue reproduces with the latest version of firmware, collect system information from the affected agent machine, details about NAS(model, firmware version) and contact Acronis Support.

 

You have installed Acronis Backup Cloud agent for SQL and created a backup plan for a SQL instance.

Backup task fails with this error: "There are no SQL writers." or "The backup of this SQL Server has failed because of a VSS snapshot failure: No SQL writers are found in the operating system."

You have upgraded from Acronis Backup Advanced 12.5 Update 5 (build 16386) to Acronis Backup Advanced 15.

After each reboot, you get multiple alerts:

Cyber Protection (or Active Protection) service is not responding

Symptoms

After agent update to Build 24600 or 24476, Acronis Scheduler randomly generates errors in Windows Event log:

Scheduler failed to run task with GUID '15C608E6-C6BD-4C21-B41C-E10368FDACD8' because of error 2 (Failed to find the file (folder) or the key (value) in the registry.)

GUID is different on each device.

Cause

Issue in the product. Obsolete service tasks are not deleted automatically during update.

Solution

This issue is fixed in Build 26172, please update to the latest build.

Symptoms

File-level backup fails with:

Fatal protocol error

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