for Service Providers

Symptoms

You can see, that the amount of occupied space used on the storage servers is bigger than the amount of the backed up data.

Cause

During backup the software creates some temporary files. These files provide redundancy for an unlikely case of a storage hardware failure during a backup operation. When the backup completes the temporary files are marked for deletion and cleanup is performed several times a day. This is expected behaviour and does not affect the storage space that you are being charged for.

Do the following in case your Acronis Storage is running out of space.

Troubleshooting

1. Try to connect to the console using IP alias of the Management server, not the external IP of the node. The external IP may change in case MGMT role was migrated from one MDS node to another.

2. Check drive speed with this command (execute it several times):
hdparm -t <disk device, e.g. /dev/sdb>

Read speed should be about 100MB/sec. If the speed is lower, the hardware must be improved according to the hardware requirements.

Network issues

1. Make sure the node with MGMT role assigned has Internet access.

2. Make sure the registration portal is available on the MGMT node.

Execute this command:
ping baas.acronis.com

If command fails with an error, check DNS servers' names in /etc/resolv.conf file on the node:

a) if FES role is enabled on the node, the list of the DNS servers should be equal to the one specified in FES role settings.

Symptoms

  1. You have set up some backup plans.
  2. You start Backup Management Console on a remote machine. Time zone set on the remote machine differs from the one set on the Backup Client machine.
  3. Backup start time is displayed incorrectly on the remote machine.

Cause

Issue in the product caused by the difference in time zones.

Solution

Backups start according to the schedule and time specified on the Backup Client machine.

Starting with Acronis Backup Cloud v.7.7, you can delete storage from the Management Portal directly. See this guide for help.

In older versions, do the following to remove an Acronis Storage instance from Acronis Backup Cloud:

Do the following to modify quotas and overage:

Symptoms

You have successfully installed an Acronis Backup Agent, but registration failed and machine does not appear in Backup Management Console.

Or you need to re-register a client machine to another Backup Account.

Solution

Use this method to manually register a Backup Agent.

Note that account name and password used in the commands are for backup user account, not for Partner-level admin

Use quotation marks, if your password contains special characters or spaces.