Registration

Delete the Acronis Managed Machine Service (MMS) logs and Acronis Agent backup policies to resolve the issue

The issue is caused by the corruption in Acronis License Server database

This is due to the lack of permissions on the account specified when adding the machine

Adding a machine to the Acronis Management Server fails with "The machine has already been registered". However the machine is not in the Acronis Management Server

Make sure you have an account at the Acronis website, then log into your account through the product

Introduction

To use Acronis True Image on a Windows computer or a Mac, you need to activate it via the Internet. Without activation the fully functional product works for 30 days. If you do not activate it during that period, all the program functions become unavailable except the recovery.

You can activate Acronis True Image either on your computer or from another computer, if your computer is not connected to the Internet.

Introduction

To use Acronis True Image on a Windows computer or a Mac, you need to activate it via the Internet. Without activation the fully functional product works for 30 days. If you do not activate it during that period, all the program functions become unavailable except the recovery.

You can activate Acronis True Image either on your computer or from another computer, if your computer is not connected to the Internet.

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 try to install Acronis Cyber Backup 12.5 or Acronis Cyber Protect 15 on a machine where a NIC is disconnected or missing. Both Management Server and Agent are selected for installation.

At 99% of installation progress you get an error:

Registration failed.

Backup agent: "Failed to connect to the management server"

Manual registration fails with an error: ZmqGW return empty AMS addresses list

Cause

Issue in the product.

Symptoms

You have recently disabled and then re-enabled a tenant.

Backup for that tenant fails with the following error:

Request to the cloud platform failed because the agent is not registered

Symptoms

  1. You want to install an agent in an environment with a proxy.
  2. You have configured proxy according to the user guide (Acronis Cyber Protect 15
  3. Agent registration fails with the following error:

    503 service unavailable

Symptoms

  1. You attempt to register an agent machine in the Cloud
  2. Registration fails (if you attempt to unregister the agent, it fails as well). When you check MMS log, you see the following error:

Symptoms

Agent registration fails with the following error:

Failed to validate possible tenant change: unintended tenant change

This error usually occurs when re-registering the Agent, e.g. to a different tenant. 

Cause

Issue in the product: resource remains tied to the previous tenant and cannot be registered to a new tenant.

Solution

There are 2 possible workarounds:

The article describes step-by-step how to register new Acronis Backup Gateway with existing ID remained from the previous installation of Acronis Backup Gateway.

Symptoms

You have successfully installed an Acronis Backup Agent, but registration failed and machine does not appear in Cyber Protection console.

Or you need to re-register a client machine to another Backup Account.

Solution

Use this method to manually register a Backup Agent.

Note that account name and password used in the commands are for backup user account, not for Partner-level admin

Use quotation marks, if your password contains special characters or spaces.

Symptoms

  • You updated the software to Acronis Cyber Protect 15 Update 3 from an older build or from Acronis Cyber Backup 12.5
  • Every day the following alert appears:

    This management server has been offline for X days. Fix the Internet connection issue and ensure that your license is up to date.

Cause

Starting with Update 3, on-premises Management Server requires activation. You have 30 days of grace period to do it.

Symptoms

  • You have re-registered Management Server in Cloud platform for some reason, e.g. as a workaround for any issue,
  • After that, all licenses disappeared from the on-premises Management Server despite successful activation,
  • In Cloud console, Management Server is present, and all licenses are allocated and displayed correctly

Cause

Issue in the product.

Solution

This issue has been fixed in Build 28503. Please follow the steps below to resolve the issue:

This article applies to: Acronis Cyber Protect 15 Update 3 (Build 28035)

Symptoms

  1. Two-factor authentication is enabled in Cloud console.
  2. Attempt to activate management server fails with:

    An error occurred during registration. Please try to register the Management Server again

Cause

Two-factor authentication is not yet supported by online management server activation mechanism.

This feature will be implemented in future versions or the product.

Symptoms

  • Management Server activation fails with the following error:

    Login to this Acronis account failed. Verify that this account exists and your credentials are correct

Symptoms

On attempt to create Backup storage the following error is being observed:

Offering items required for infra component registration are not available.

Cause

Error may be caused by one of the following:

How to change the registration e-mail on Acronis website

Symptoms

You attempt to activate a management server for the first time. Management Server has never been registered before, neither under a different account, nor before OS reinstall.

Offline activation fails with the following error:

Registration file is already in use.

This offline management server is already registered. Unregister it first and then you will be able to register it in a new account

In case of online activation, Management Server does not appear in Cloud, but no error message is shown.

Symptoms

You unregistered an offline Management Server via cloud console: Settings -> License usage -> Unregister

When you try to register this Management Server again, registration fails with:

Management server blocked

Cause

This Management Server is marked as deprecated and is thus banned.