Tenant

Symptoms

Pop-up error "Tenant identifier not resolved" sporadically appears in Cyber Protection console:

It may be followed by "Internal server error" and "tenants: worker: request timed out"

Cause

Issue in the product.

Solution

A fix for this issue has been deployed on the server side.

Symptoms

The tenant has been deleted, but alerts/activities from this tenant are still present in widgets and/or reports.

Cause

Issue in the product.

The issue is resolved.

Introduction

In some cases, you may want to move a tenant from one parent tenant to another parent tenant. This article will provide you with needed information to move a tenant.

Requirements and limitations

Before attempting to move a tenant, please check the following requirements and restrictions:

Introduction

In some situations, you may need to know Tenant ID, e.g. when moving a tenant to another tenant or setting up custom URL branding.

Solution

You can find out the Tenant ID via the management portal:

Symptoms

You have recently disabled and then re-enabled a tenant.

Backup for that tenant fails with the following error:

Request to the cloud platform failed because the agent is not registered

Follow the step below if you need to link an existing Acronis Cyber Cloud tenant to a client in your WHMCS system.

1. Disable automatic provisioning for Acronis Cyber Cloud service. In WHMCS, go to Setup > Product/Services.

2. Open the Acronis product and switch to the Module Settings tab.

3. Make sure that the Do not automatically setup this product option is selected.

On March 31, 2021, Acronis introduced a new licensing model for Acronis Cyber Protect Cloud, which includes core cyber protection functionalities together with optional advanced protection packs that enable you to extend your services, offer greater security, and simplify management. 

As we continue transitioning to the new licensing model, we are gradually limiting the use of legacy licensing: starting with July 1st, 2021, the possibility to create new customers in legacy licensing is no longer available via Management Portal UI.