macOS

When you contact Acronis Support, the support professionals will usually need information about your system in order to resolve your problem and will ask you to collect a system report from your computer.

(!) Please make sure to collect system report after you have gathered all the other requested information (Process Monitor Log, PCAP log, etc). This way system report will contain logs related to the issue.

Introduction

This article provides troubleshooting steps for issues with backup to Acronis Cloud storage using Acronis True Image and Acronis Cyber Protect Home Office

Symptoms

1. Backup to Acronis Cloud fails.

2. When you click on the red X or || icon to see details, one of the following messages is shown:

There is no recycle bin feature in Acronis Cloud storage at the moment.

Symptoms

An Acronis Cyber Protect Home Office/ Acronis True Image backup that you had in Acronis Cloud storage, was deleted, and you want to restore such backup.

Examples, when such situation can happen, include:

Symptoms

  • You have updated macOS to Mac OS 12.3
  • The Acronis Cyber Files agent doesn’t start anymore.

Cause

Compatibility issue.

Solution

Symptoms

When backing up a Mac with macOS Mojave (10.14), you receive a warning similar to the following one:

The 'Full Disk Access' permission was not granted to the app. To grant it, go to the 'Utilities' folder in Finder, click 'Cyber Protection Agent Assistant', and then follow the instructions from the app.

Language

Acronis Cyber Protect Home Office Beta is available in English and all the communication is performed in English language only. Other languages will become available in the release version of Acronis Cyber Protect Home Office, when the Beta campaign finishes.

Acronis Cyber Protect Home Office

Acronis Cyber Protect Home Office for Mac supports Parallels Desktop 16 and later.

Acronis Cyber Protect Home Office for Mac supports Parallels Desktop virtual machines configured to use the Boot Camp partition with these limitations. Virtual machines created by Parallels Desktop 16 will boot after recovery, for virtual machines created by earlier versions you need to run a special script to restore bootability.

Symptoms

Alert Cyber Protection (or Active Protection) service is not responding appears on macOS 10.12 or earlier.

This article applies only to macOS versions earlier than 10.13. If this alert appears on a different system, see Troubleshooting "Cyber Protection (or Active Protection) service is not responding" alerts

Cause

Issue in the product.

Introduction

This articles describes how to free up storage space in Acronis Cloud via web application, by deleting backups, their old versions and prevent reaching the quota limit again.

The option to delete individual files and folders from backups in Acronis Cloud has been removed because they would be re-uploaded on the next backup run, consuming your time, Internet traffic and occupying storage in Acronis Cloud again.

You can create a rescue bootable media - a standalone version of Acronis Cyber Protect Home Office(formerly Acronis True Image) that you can use to boot a crashed machine or a machine without any operating system and restore an image of your system. Follow the instructions below to create a bootable media.

Introduction

Using Acronis True Image 2019 and later you can duplicate all your data and make macOS bootable on your new hard drive via Disk Cloning. You can use this to migrate to a new Mac computer or to clone the system to an external HDD and have a bootable copy of the system.

Keep in mind the following limitations:

Acronis Cyber Protect Home Office
Acronis Cyber Protect Home Office supports High Sierra

Acronis True Image 2021
Acronis True Image 2021 supports High Sierra.

Acronis True Image 2020
Acronis True Image 2020 supports High Sierra.

Acronis True Image 2019
Acronis True Image 2019 supports High Sierra.

The table below summarizes similarities and differences between feature set in Acronis Cyber Protect Home Office (formerly Acronis True Image) in Windows and in macOS versions of the product.

Acronis Cyber Protect Home Office and Acronis True Image has been tested and is guaranteed to work with just one virtual machine format: Parallels Desktop 14. It is supported by Mac version of Acronis True Image 2019 and later.

Backup and recovery of Parallels Desktop 14 virtual machines

One of the unique features of Acronis Cyber Protect Home Office and Acronis True Image 2019/2020/2021 for Mac is its unrivaled support of Parallels Desktop 14 virtual machines backup, as part of disk backup on a Mac host:

Symptoms

Installation of Agent for Mac fails with the following warning:

Warning: Unsupported Platform

This distribution of Acronis Cyber Protect Agent can only be installed on Mac with Apple Silicon CPU

Cause

Incorrect installation file is used. 

OR

Multiple DMGs with Acronis installer are mounted on the system, and in this case, macOS may open the actual installer from the random DMG.

Solution

1) Make sure that the correct installation file is used

Expand All / Hide All

This article applies to:

  • Acronis Cyber Protect Home Office (formerly Acronis True Image).

Symptoms

  1. You have an Entire Mac backup created on macOS 13 Ventura
  2. You start full system recovery from this backup
  3. After recovery is complete, you're prompted to install macOS 12 Monterey
  4. Mac is unbootable after installing macOS 12 Monterey

Cause

System won't boot when the backed up macOS is newer than the one installed after restore.

Solution

Download the macOS Ventura installer manually using one of the below methods and run the recovery once again:

Introduction

Acronis Survival Kit is a simple all-in-one recovery tool for external drive backups based on Acronis Bootable Rescue Media. 

Introduction

You can transfer your existing Acronis True Image license to a new computer, if the previously used computer becomes retired and is no longer used. In other cases, a new Acronis license must be bought for the new computer.

macOS Big Sur (version 11.0) is the successor to macOS Catalina (version 10.15). It was officially released to the public on November 12, 2020.

This article applies to:

  • OS X Mavericks 10.9

  • OS X Yosemite 10.10

  • OS X El Capitan 10.11

Symptoms

After updating Agent to Build 26822 or later on macOS X 10.9 - 10.11, backups fail with the following error:

Failed to connect to the Agent Core service on this machine

Symptoms

  • You run backup of disks or files on Mac device
  • Backup randomly fails with “Operating system error: Illegal byte sequence”

Symptoms

  • You have updated macOS to Mac OS 12.3
  • The Cyber Files agent doesn’t start anymore

Cause

Compatibility issue.

Solution

The issue has been fixed in C22.02 release. Please update the unified agent to the latest build:

Follow the steps provided in the product documentation

 

Symptoms

  1. You open Acronis Cyber Protect Home Office (build 40106) on Mac.
  2. The message "Grant full disk access to Acronis Cyber Protect Home Office" pops up.
  3. Once you grant the access and relaunch Acronis Cyber Protect Home Office, you get the same message again.
  4. Giving access as described in the instructions provided here doesn't help.

Cause

The root cause is a crash in escyberprotect, a microservice used by Acronis to access and scan disks.

Introduction

Email notifications can be set up in two ways:

1) per backup task (Windows only)

and/or

2) universally for all existing and future backup tasks (Windows, Mac)

Per-backup notifications are more configurable, but are more complicated to set up.

Global notifications are easy to enable, but are less informative.

This article lists the third-party products supported by Vulnerability Assessment and Patch Management feature in Acronis Cyber Protect Cloud.

Windows

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Utilities for removing Acronis True Image and its components on Windows and Mac

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