When contacting Acronis Customer Central with a technical issue, it is recommended to have Acronis System Information at hand

Symptoms

Backup to Acronis Cloud fails with message:

Network connection failed due to timeout.

Symptoms

Backup fails with: 

"Windows error: (0x8007045D) The request could not be performed because of an I/O device error"

Symptoms

Operation (backup, recovery, cleanup) fails with the following error:

Windows error: (0x8007051F) There are currently no logon servers available to service the logon request

Symptoms

1. You save backups to an unmanaged location using Version 12 archive format 
2. Two or more backup archives have the same "Date modified" value

   

Symptoms

1. You are backing up a SharePoint Server.
2. Backup fails with:

Error code: 54
Module: 482
LineInfo: 5c71ebf434f0c47a
Fields: $module : disk_bundle_vs_38774
Message: Failed to collect all of the data required for single-pass backup of Microsoft SQL Server.
--------------------
Error code: 4354
Module: 87
LineInfo: e4fe5c9fd5e63de8
Fields: $module : aaib_mssql_backuper_vs_38774

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.

1. You create a backup using Version 12 format.
2. An operation with archive (e.g. applying retention rules) fails with the error message

   Failed to lock the file

This article applies to:

Symptoms

Backup fails with: 

Unknown status

Product may hang under specific circumstances.

There are 2 types of hanging:

• Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
• Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.

Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still it is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 5 dumps collected one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.

Please note that an application lockup does not necessarily mean the software is completely unresponsive. A process can hang (e.g. service_process.exe hangs and a backup is stuck), but you can still browse vaults, create new plans etc.

Define the hanging process using Windows Task Manager. In some cases multiple processes are involved in an operation. In this case the hang of 1 process can be caused by some operations in another process. In this case you need  to collect memory dumps of all processes involved in the operation. E.g. if a backup to Acronis Storage Node hangs, you need to collect a dump of service_process of the agent as well as StorageServer.exe process on ASN machine.

Symptoms

File-level backup fails with:

Fatal protocol error

Symptoms

1. You download a Bootable media and get a registration token for it
2. You boot a machine with the Bootable media and register the media on Management Server with the registration token
3. Go to Recovery and select Cloud vault. No backups are shown and the following message appears:

   The selected location does not contain backed up data

Cause

Issue in the product.

Solution

This issue has been fixed in Acronis Cyber Protect 21.10.

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.