macOS

Symptoms

After updating to macOS 10.15.4 backups fail with the following error:

The last backup has failed. Failed to enumerate directory 'Macintosh HD — Data:/private/var/db/lockdown/'. It may be corrupted or does not exist. Please check the disk for errors.

Cause

Catalina update 10.15.4 restricted access to folder /private/var/db/lockdown/ for security reasons.

Symptoms

1) You are trying to install, update, uninstall, register or unregister Agent for Mac.

2) Agent registration on Management Server fails with the error message:

Could not resolve host: localhost; nodename nor servname provided, or not known

Symptoms

Replication fails with the following error:

The disk with your backup data is not connected. Connect the disk to replicate a backup in it.

Cause

Drive containing the backup is not accessible or the backup has been deleted.

Solution

1) Connect the external drive with the backup to your computer and reattempt replication.

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This article applies to:

  •  macOS 10.14 or newer

Symptoms

  1. You run Rescue Media Builder and select the disk that you want to make bootable.
  2. You get the following error:

    An error occurred while creating media. Failed to create bootable media by using Apple Software Restore

Cause

Most likely, access to removable volumes was explicitly denied by the user for Media Builder.

Fix the errors on Bootcamp partition

Symptoms

  1. You try to clone a Mac disk with a Bootcamp partition.
  2. Cloning fails with one the following errors:

    MFT bitmap corrupted

    A format/resize error

    The file is corrupted

Symptoms

You created Acronis Rescue media on a Mac.

When you attempt to back up the machine with macOS using rescue media, the Backup option is not available. Only recovery can be performed.

Cause

The current product design does not support backing up macOS using bootable media. 

This applies to all types of bootable media: ISO downloaded from the website, bootable media created under macOS, bootable media created under Windows or Linux.

Change the primary language of your Mac

Introduction

If your Mac includes the Apple T2 chip, then you need to modify Secure Boot settings in order to boot from Acronis Bootable Rescue Media and/or Acronis Survival Kit.

Solution

Secure Boot settings are available in Startup Security Utility:

This article describes how to boot from Acronis bootable media or Survival Kit.

Introduction

If your Mac includes the Apple T2 chip, then you need to modify Secure Boot settings in order to boot from Acronis Bootable Rescue Media and/or Acronis Survival Kit.

Solution

Secure Boot settings are available in Startup Security Utility:

We recommend keeping your Acronis True Image up to date. You are eligible to download and install any new build of Acronis True Image Essential, Advanced or Premium as long as your subscription is valid. if you have a perpetual or an upgrade license of Acronis True Image 2021 Standard you are eligible to download and install any new build (an update) of Acronis True Image 2021 for free.

macOS Catalina operating system fails to boot after bare-metal restore, if it is restored with a bootable media created in macOS Catalina 10.15.5 version.

Symptoms

 

  1. Your Mac is running macOS Mojave (10.14) or more recent version
  2. Backups fail with the following error:

     Failed to enumerate directory 'Macintosh HD:/Library/Application Support/com.apple.TCC/'. It may be corrupted or does not exist.

    OR

    You receive the following message:

    Grant full disk access to Acronis True Image

Cause

Acronis Cyber Protect Home Office (formerly Acronis True Image)

Acronis Cyber Protect Home Office supports macOS Catalina (10.15)

Acronis True Image 2021 (All editions)

Acronis True Image 2021 supports macOS Catalina (10.15)

Acronis True Image 2020

Acronis True Image 2020 supports macOS Catalina (10.15) starting from Update 1 (Build 21810). Update the product to the latest build.

Acronis True Image 2019

Acronis Cyber Protect Home Office (formerly Acronis True Image) 

Acronis Cyber Protect Home Office supports Mojave (10.14).

Acronis True Image 2021

Acronis True Image 2021 supports Mojave (10.14).

Acronis True Image 2020

Acronis True Image 2020 supports Mojave (10.14).

Acronis True Image 2019

Symptoms

  1. You have set up a Disks backup. The initial backup (and the following incremental backups, if any) worked correctly
  2. You install an upgrade to macOS.
  3. When you try to run an incremental backup after macOS upgrade, the operation fails with:

    The last backup has failed. No current partition

Cause

macOS upgrade changed the unique volume identifier for the source disk, while the backup task configuration still refers to the old volume identifier.

Description

The M1 is Apple’s new silicon system on a chip using ARM64 architecture. The new chip was designed to work with macOS Big Sur and it is used inside MacBook Air with M1, Apple Silicon MacBook Pro and Mac mini with M1.

Acronis Cyber Protect Home Office supports Macs running on Apple silicon processors.

Acronis True Image 2021 supports Macs running on Apple silicon processor starting from Update 5 (Build 39229).

Symptoms

  1. You try to clone a disk on a Mac with Apple silicon processor while booted from Acronis Bootable Media;
  2. Disk cloning fails with the following error:

    Unable to create partitions

This article applies only to Macs with Apple silicon processors. If you encountered this error on different hardware, the issue is not covered in this article and requires investigation

Cause

Issue in the product.

Symptoms

  1. You attempt to create Acronis Bootable Media on a Mac with Apple silicon processor
  2. Bootable media creation fails with:

    An error occurred while creating media. Cannot format the destination disk

This article applies only to Macs with Apple silicon processors. If you encountered this error on different hardware, the issue is not covered in this article and requires investigation

Cause

Issue in the product.

Symptoms

Acronis True Image 2021 repeatedly asks for a restart after installation on macOS 11 Big Sur:

To run Acronis True Image, you must restart your Mac.

Cause

macOS prevents one of Acronis True Image kernel extensions from loading.

One restart is required for loading drivers. If Acronis True Image is requesting restart over and over, please follow the solution below.

We recommend keeping your Acronis Cyber Protect Home Office (formerly Acronis True Image) up to date. You are eligible to download and install any new build of the software as long as your Essentials, Advanced or Premium subscription is valid. 

Acronis System Report is a script that collects diagnostic information about the Mac and installed Acronis products (if any).

If Acronis product is installed on your system, see appropriate article for instructions:

Symptoms

  1. You created a backup of Mac with Acronis Cyber Protect Home Office;
  2. You boot from bootable media, erase system disk and choose Restore data option;
  3. After recovering data, you attempt to reinstall macOS. Installation fails.

Cause

After data restore, the system volume gets assigned the Data role and macOS cannot be installed on a volume with this role.

Solution

Perform the following steps via the recovery menu to enable macOS reinstallation over a restored Data volume:

Symptoms

You start a backup of a disk or of the entire Mac, but if fails with the following errors:

  • CreateSnapshot function failed
  • Failed to create volume snapshot

Cause

By default Boot Camp partition is mounted in read-only mode. If Boot Camp partition is mounted in read-write mode by a third-party tool, Acronis software cannot lock this partition for backup.

Solution

As a workaround, mount the Boot Camp partition in read-only mode before running the backup.

Using Wireshark you can collect network tracing logs

Acronis Cyber Protect Home Office(formerly Acronis True Image) is available in three packs (tiers): 1 computer, 3 computers, 5 computers.

If you have a 1-computer subscription, you can upgrade to a 3-computer or a 5-computer subscription. A 3-computer subscription can be upgraded to a 5-computer subscription.

To upgrade to a 3-computer subscription, you need to purchase an Acronis Cyber Protect Home Office (Essentials, Advanced or Premium) for 3 computers. Three 1-computer subscriptions cannot be automatically summed up into a 3-computer subscription.

Symptoms

You create any backup on Windows or Mac, which involves WD My Cloud Home or WD My Cloud Home Duo NAS as source or destination, but it fails with any error message straight away or after some time. 

Possible error messages are:

Symptoms

Entire Mac backup or Disks backup fails with the following error in log:

 error 0xfff1: Resource deadlock avoided

Path mentioned in error log is similar to:

path: /System/Volumes/Data/Users/<username>/Library/CloudStorage/...

Cause

The folder /Users/[username]/Library/CloudStorage/<XXXXXX> is the folder for iCloud files on Mac. These files are stored on the cloud rather than on the local machine.

Solution

Add CloudStorage folder to exclusions: 

Symptoms

You are creating a protection plan for multiple Mac machines and are looking for the rules to select the source folders.

When the rules are specified manually (like ~/Library, $home/desktop, $user/desktop, /Users/$USER/Desktop, $logname/desktop, /desktop/, or /Users/*/Desktop), backup fails with one of the following messages as the path cannot be resolved:

None of the items selected for the backup were found

OR

Could not resolve the "/Users/*/Desktop/" include rule

OR

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