Virtual Appliance

This article describes the troubleshooting steps in case of a Virtual Appliance installation failure

When troubleshooting LAN-free backup issues, you might be asked to collect VMware vddk logs.

Virtual Appliance

  1. Open appliance command line shell (Ctrl+Shift+F2 while appliance GUI console is opened) or connect to appliance via WinSCP

Backup of Virtual Appliance fails with the following error:

Cannot find GXT item type 'mms::disk::disk'.

You are backing up a virtual machine with Windows Server 2019 on ESXi 6.5 or 6.7 using Agent for VMware (Windows) or Virtual Appliance,
Agentless backup finishes with warning

Creating a crash-consistent snapshot of virtual machine because the creation of its application-consistent snapshot has failed. An error occurred while saving the snapshot: Failed to quiesce the virtual machine


Acronis Agent for Scale Computing HC3 may leave up to 3 "Acronis utility snapshots" after a backup of each Scale VM. These snapshots are required for getting CBT information for incremental backups.

You can configure the maximum number of utility snapshots in Virtual Appliance configuration file (e.g. if these snapshots consume too much space on Scale cluster).


  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 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...

How to install, configure and update Virtual Appliance

This article applies to:

  • Acronis Cyber Protect Cloud
  • Acronis Cyber Protect 15 - Cloud deployment

How to change keyboard layout in Virtual Appliance