59247: Acronis Backup 12: backup of virtual machines fails with "The management server is not available for more than 30 days"

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Applies to: 

Last update: 29-04-2021

Symptoms

  1. You are backing up VMware virtual machines with Acronis Virtual Appliance.
  2. After a while, backups start failing with this error:
    Error code: 150
    Module: 664
    LineInfo: 0x2D3A16DFCF3A644E
    Fields:{"TimeoutSeconds":"3048294","$module":"agent_protection_addon_glxa64_3602"}
    Message: The management server is not available for more than 30 days.

Cause

Virtual Appliance cannot resolve the hostname of the machine where Acronis Management Server is installed and thus cannot check license.

Solution

The issue has been fixed in Acronis Backup 12 Update 3 (build 3689 or later), please update to the latest build.

As workaround, please add a string mapping the IP address and the hostname of Acronis Management Server into the hosts file on Acronis Virtual Appliance:

  1. Press Ctrl+Shift+F2 to open Virtual Appliance's console.
  2. To open the hosts file, issue:
    vi /etc/hosts
  3. To enter the editing mode, press the "O" key.
  4. Write the IP address and the name of the machine where Acronis Management Server is installed:
    XXX.XXX.XXX.XXX machinename
  5. To save changes, press Escape and type:
    :x
  6. Press Enter.
  7. To exit the console, press Ctrl+Shift+F1.