Symptoms
- You want to install an agent in an environment with a proxy.
- You have configured proxy according to the user guide (Acronis Cyber Protect 15)
- Agent registration fails with the following error:
503 service unavailable
Failure
Cleanup Utility is a console application that removes all Acronis products and their components from Windows.
(!) Cleanup Utility should be used only in case the product fails to be uninstalled the usual way from Windows Control Panel or using the installation file.
Symptoms
Disk/partition backup fails with:
Windows error: (0x80070001) Incorrect function
Symptoms
Symptoms depend on the product version:
- Acronis Cyber Backup 12.5 builds 16180, 16318, 16327, 16342, 16343 contain build 0.7.127 – SnapAPI module will not compile on kernel 5.8 and later
- Acronis Cyber Protect 15 builds 24426, 24508, 24515 and later contain SnapAPI build 0.7.133 which imminently leads to kernel crash and the following error:
cannot execute binary file: Exec format error
when trying to execute any binary file.
Symptoms
Backup, replication or another activity fails with:
The path <path> does not exist.
For example: The path "F:/" does not exist.
Or, in older builds:
Windows error: (0x80070002) The system cannot find the file specified
Symptoms
- You enabled two-factor authentication in Cloud console
- Acronis Cyber Backup/Protect software is installed as on-premises deployment
- You configure backup to Cloud Storage. Backup fails with the following error:
The credentials for location <account> are not specified.
Failed to authorize the user.
OR
Symptoms
Activity fails with:
Windows error: (0x800704C8) The requested operation cannot be performed on a file with a user-mapped section open
Symptoms
You try to access the protection console by entering the login page address into the web browser address bar or by clicking on Acronis Cyber Backup shortcut.
After you specify the required credentials, web browser does not connect to Management Console. Possible errors are:
What should be checked if an Acronis Business product does not accept serial number
This article applies to:
- Acronis Cyber Protect 15
- Acronis Cyber Backup 12.5
- Acronis Snap Deploy 4/5/6
Symptoms
Activity fails with:
DNS hostname resolution error
Symptoms
1. Operation with a backup archive (backup, replication, recovery, etc.) fails with one of the following messages:
Data is corrupted: CRC mismatch or internal data structures mismatch
OR
The archive is corrupted
Symptoms
Backup fails with:
"Windows error: (0x8007045D) The request could not be performed because of an I/O device error"
Symptoms
Backup fails with:
Windows error: (0x800705AA) Insufficient system resources exist to complete the requested service
This article is for Acronis Cyber Backup 12.5, Acronis Cyber Protect 15 and Acronis Cyber Cloud. If you are using Acronis True Image see this article instead.
Symptoms
Backup to Acronis Cloud fails with message:
Network connection failed due to timeout.
You want to register a machine with Acronis Agent in the management server. Registration fails. You check Acronis Managed Machine service and notice that it is stopped.
When you try to start the service, you get this error (logged in Windows event logs):
Error 0xb9000b: Failed to initialize network module.
| trace level: error
| line: 0xb957662f70a242f
| file: e:\327\enterprise\service\impl\server.cpp:678
| function: Core::ServerImpl::StartNetworkServer
| $module: mms_vsa64_12420
|
| error 0x30002: CannotBind
| line: 0xe6f03fbb500414fa
| file: e:\327\enterprise\common\async_ipc\async\io_base_libevent.cpp:371
| function: AsyncIpc::Libevent::IoBase::Activate
| $module: asyncipc_vsa64_12420
Symptoms
Installation of Acronis Agent for Windows on a machine with ARM CPU architecture fails with:
This app can't run on your PC.
Cause
Acronis Cyber Backup 12.5, Acronis Cyber Protect 15 and Acronis Cyber Protect Cloud services (including Acronis Cyber Protect Cloud) do not support Windows-based machines with ARM and ARM64 CPU architecture.
These Acronis products cannot be installed on ARM-based machines.
While attempting to install LogMeIn Antivirus to a machine that has Acronis Cyber Protect Cloud (build 22210 or newer) already installed the installation fails with:
Installation failed! LogMeIn Antivirus cannot be successfully installed.
or
Bitdefender installation failed Bitdefender could not be installed because it is already existing security software is installed: Acronis Cyber Protect
Symptoms
You try to add a shared folder or NAS as a backup location or want to recover files from this location.
When specifying credentials for remote resource, you get the following error
External IDs conflict for >1 credentials objects
Cause
Issue in the product.
Solution
Acronis Cyber Protect Cloud: the issue is fixed in Agent build 26077.
Acronis Cyber Protect 15: the issue is fixed in Build 26172.
Acronis Cyber Backup, Acronis Cyber Protect: Backup fails with "POR: Element 'Name' cannot be found”
Symptoms
Backup fails with error message:
"POR: Element 'Name' cannot be found"
(note that 'Name' stands for element's name, e.g. "BackupType", "ApplicationName" etc.)
Example of full error log:
This article applies to:
Symptoms
Backup fails with:
Unknown status
Symptoms
Backup fails with:
Windows error: (0x8007001F) A device attached to the system is not functioning
Symptoms
Backup fails with:
Windows error: (0x80070015) The device is not ready
Acronis Cloud Connection Verification Tool helps you verify connection to Acronis Datacenters and verify the upload\download speed.
Originally the tool was designed as a bundle to replace the following tools:
- nslookup
- telnet
- ping
The tool has been improved and it now performs an embedded check of the read/write speed after the port verification.
Backup fails with one of these errors:
Windows error: (0x80070035) The network path was not found
or
Cannot connect to the machine where network share 'path' is located. The machine may be offline or is experiencing communication problems due to a network error or lock-up.
Backup fails with:
The backup has failed because 'VSS Writer' has timed out during snapshot creation
OR
Windows error: (0x800423F2) VSS writer 'System Writer' with class ID 'E8132975-6F93-4464-A53E-1050253AE220' has timed out. This may be caused by too intensive I/O on the machine at the backup start time. Try to re-schedule the backup to some different time. To troubleshoot VSS issues, download and run Acronis VSS Doctor available at https://www.acronis.com/en-us/personal/vss-diagnostic-free-tool/
You install an Acronis product in a Windows operating system. Installation fails with these messages in MSI log: "MainEngineThread is returning 1603" or "MainEngineThread is returning 1618" error in log