57394: Acronis Storage Gateway: Troubleshooting Backup Issues

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Applies to: 

    Follow these steps to troubleshoot and resolve backup issues in Acronis Storage Gateway.


    Operating systems

    Acronis Storage Gateway can be installed on:

    • RedHatEnterpriseLinux
    • CentOS7



    Check whether all packages required for your configuration of Acronis Backup Gateway are installed by issuing this command:
    rpm -qa | grep acronis

    Correct output:

    You can use only 1 configuration of Acronis Gateway Storage (while multiple can be installed, thus you don't need to remove installed packages).

    If a package is missing, install it. Otherwise proceed to the next section.

    Acronis services

    Check the state of Acronis services by issuing this command:
    service <service name> status

    Acronis Storage Gateway has two services:

    • acronis-storage-gateway
    • acronis-storage-mds

    Normally, the services should be in active (running) state, in this case proceed to the next section.

    If acronis-storage-gateway is in active (exited) state, it indicates that the service crashed shortly after start. It mostly happens when the Deployment Guide was not followed thoroughly or Acronis Storage Gateway configuration was not completed.

    Check whether the required backend library is present by issuing this command:
    ls -l /usr/lib/Acronis

    You will see one of these files in the output or all three (depends on how many backend packages are installed):

    acronis-storage-backend-s3.so if you have Amazon S3 storage
    acronis-storage-backend-azure.so if you have Microsoft Azure storage
    acronis-storage-backuend-swift.so if you have OpenStack Swift storage
    acronis-storage-backend-local.so if you have a local storage

    If the required library is not present, please contact Acronis Customer Central to obtain the file. Otherwise run and monitor the service under root by issuing this command:
    service acronis-storage-gateway stop
    /usr/sbin/acronis-storage-gateway --config-file=/etc/Acronis/acronis-storage-gateway.xml &

    If there is an issue with the service, you will see an error. Note this information and troubleshoot accordingly.

    In the vast majority of cases the problem is caused by a wrong /etc/Acronis/acronis-storage-gateway.xml setup. Check the configuration files as described in the next section.


    Configuration files

    Check configuration files:



    Make sure the specified DNS name is resolved into the correct external Acronis Storage Gateway IP Interface. Run this command on the agent's side:
    nslookup <dnsname> 

    Check whether TCP 44445 is openned by Acronis Storage Gateway service:
    #netstat -nlp | grep 44445
    If the output is empty, check acronis-storage-mds and acronis-storage-gateway services status.

    Make sure that FES tcp port 44445 is open on the Acronis Storage Gateway side and accepts incoming connections. Run this command on the agent's side:
    telnet <DNS name or Storage Gateway WAN IP> 44445
    If a black window appears, the connection is successful. If not, then the connection to Acronis Storage Gateway service is blocked. Possible solution is to disable integrated firewall service. Check its status:
    #service firewalld status
    If it is running (active), then disable it:
    #service firewalld stop



    Additionally, check ports specified in the configuration files:

    • port 44445 should be specified in InternetInterface in /etc/Acronis/acronis-storage-gateway.xml
    • should be specified for MDS in /etc/Acronis/acronis-storage-gateway.xml
    • should be specified in all strings where an IP is required in /etc/Acronis/acronis-storage-mds.xml
    • no ports should be specified in /etc/Acronis/acronis-storage-backend-s3.xml, /etc/Acronis/acronis-storage-backend-azure.xml or /etc/Acronis/acronis-storage-backend-swift.xml


    If all these steps have not resolved the issue, then please contact Acronis Customer Central and provide:

    1. SSH with root privileges to Acronis Storage Gateway machine.
    2. Detailed desired backend description.