internal error

When you press the Backup Monitor icon in the system tray, an error occurs: "An internal error has occurred".


1. Backup fails with "Internal error"


After applying Protection Plan with Disaster Recovery enabled, the following failed activity appears in Dashboard > Activities view.

Setting up disaster recovery infrastructure for protection plan <plan_name>
An internal error. Please contact the support team.

When pressing "All properties" under activity, the following error can be seen:


  • You have updated to the latest version of the Unified agent of Acronis Cyber Files Cloud.
  • The folders on the File server are shared with read-only permissions
  • Download of 'Sync down' read-only share prompts the following sync errors: "File permission error" or "Internal error"


  • You create C2C (Cloud-to-Cloud) backups on AU1 Datacenter, e.g. Microsoft 365
  • Backups fail with the error: "[Archive Server]: internal error"


Issue in the Product. 

The issue was fixed on the 9th of May.


  • Synchronization of files fails with "Internal error" (shown in Cyber Protection monitor)
  • At the same time, you can see errors "UNIQUE constraint failed:" in the sync-and-share-agent logs, location of the logs:

Windows: C:\ProgramData\Acronis\Agent\var\log

Mac: Library\Application Support\Acronis\Agent\var\log\


Upgrade issue from Legacy agent to the Unified agent.


  • File synchronization fails with "Internal error":

  • File in question has a Windows generated filesystem ID larger than 9223372036854775807


Issue in the product.

Acronis Development team is working on a fix.

In the meantime, you can follow the workaround below.

Scenario 1

  • You are attempting to run the 'Test Failover'
  • However, it fails with the error message "Failed to get an error message from the back-end service"