Contenu mis à jour

Updates within one version are free and do not require any license change.

On-premise deployment

In on-premise deployment, you need to update both management components and agents.

If you experience a technical issue, collect this diagnostic information.

In case the software crashed:

Step-by-step description of your issue with screenshots, if possible.
Copy of the crash report in a .txt-file.
System information using AcronisInfo Utility.

In case the software hangs up and doesn’t respond to mouse or keyboard commands:

Acronis Backup licensing policy

List of operating systems Acronis Backup 11.7 components support

Support for Windows 2000 (SP4) in Acronis Backup (Advanced) 11.7 is limited.

Acronis Backup (Advanced) 11.7 components cannot be installed on Windows 2000 (SP4). To back up a Windows 2000 (SP4) machine, you need to install Acronis Backup (Advanced) 11.5 Agent for Windows on it. Installation package is available on Acronis website: My account section -> My products and downloads -> Acronis Backup (Advanced) 11.7 -> Download older builds and read version history.

If you want to upgrade an Acronis Backup product to Acronis Backup 12, see this article.

You can receive upgrade licenses to Acronis Backup 11.7 if you have a valid Acronis Advantage Standard/Premier support program.

If you do not have a valid support program, you can purchase upgrade licenses for Acronis Backup 11.7.

Symptoms

Backup to Acronis Cloud fails with message:

Network disconnected by timeout

Example of error log: click to expand

Introduction

Acronis software may give errors, freeze or produce other undesired effects when there are issues with parts of the computer environment it operates in:

Hardware/Firmware

Disk partitions, file systems

Symptoms:

If there are issues with the file system on the backup source, exclusions configured in backup options may not take effect. Files and folders are not excluded from the backup.

Cause:

Issues with file system prevent Acronis and any other software from reading and processing files and folders properly.

Solution

Check if Windows reported issues with file system and then run a command to correct them.

Applies to:

Both Windows and Mac versions of Acronis True Image (any year edition).

Symptom

1. You try to run backup or recovery task in Acronis True Image, either automatically by schedule, or manually.

2. The task fails with the error message "Read error or data content is corrupted":

Mac:

Windows:

The utility removes Acronis True Image and its components on Windows and Mac

How to uninstall and cleanup machine from Acronis backup software

After running of uninstallation of Acronis Product the entry in software list remains. To fix this, run Cleanup utility or MS Fix-It utility.

You have an application-aware backup of an SQL instance.

After a while, you add another SQL instance to your SQL server.

Backup completes with warning, second instance is not backed up:

2019-03-26T13:20:05:728+03:00 2236 W02140000: service_process(2976): Failed to save the metadata for group 'mssql://INSTANCETWO/DB_ONE'. Reason: 'Error 0x571102: Cannot back up SQL Server database 'DB_ONE' of instance 'INSTANCETWO'.
| line: 0xec865955c73bb297
| file: e:\301\enterprise\applications\mssql\aavb\addon\src\aavb_progress_control.cpp:62
| function: MsSql::AavbProgressControl::OnDatabaseError
| $module: aavb_mssql_backuper_vsa64_12420
|
| error 0x570133: Account '' does not have enough privileges to access instance 'INSTANCETWO'. To be able to back up or recover the instance, the account must have the SQL Server sysadmin role in it.
| line: 0xa590150b0bc6beec
| file: e:\301\enterprise\applications\mssql\common\src\online_mssql_server_information.cpp:1213
| function: `anonymous-namespace'::OnlineInformationBuilder::CollectMetaWithOdbc
| $module: aavb_mssql_backuper_vsa64_12420'.

Backup fails with:

The backup has failed because 'VSS Writer' has timed out during snapshot creation

Windows error: (0x800423F2) VSS writer 'System Writer' with class ID 'E8132975-6F93-4464-A53E-1050253AE220' has timed out. This may be caused by too intensive I/O on the machine at the backup start time. Try to re-schedule the backup to some different time. To troubleshoot VSS issues, download and run Acronis VSS Doctor available at https://www.acronis.com/en-us/personal/vss-diagnostic-free-tool/

Symptoms

You have an HP computer in UEFI mode
You try to restore a system backup or perform a different operation with Acronis True Image that requires reboot
After reboot, the system boots directly to Windows. Acronis True Image does not start in boot mode and the recovery/other operation is not performed

Cause

HP computers in UEFI mode use a specific boot order that overrides Acronis Loader.

Solution

As a workaround, change the boot order manually:

Symptoms

Agentless backup of Hyper-V virtual machine(s) produces the following warning:

Changed Block Tracking (CBT) is not used because there are disk files that do not belong to any disk snapshot.

Cause

Possible causes are:

1. Issues with the checkpoint tree of the affected virtual machine.

Backup fails with error:

The cloud storage quota is exceeded for 'User'. Further backups will fail.

Symptoms

You have successfully installed an Acronis Backup Agent, but registration failed and machine does not appear in Backup Management Console.

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

Solution

Use this method to manually register a Backup Agent.

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

Windows OS

Acronis Backup Cloud 7.8 or 7.9

Manufacturer	Software	License
Microsoft	1.Windows Standard 2016 2. Windows Standard 2012R2 3. Windows Standard 2012 4. Microsoft Windows Standard 2008R2 Standard

Acronis Backup 12.5 and 12: updating to the latest build

On-premise deployment

Acronis Revive 2017 and 2019: how to collect diagnostic information and contact support

Acronis Backup 11.7: Licensing

Acronis Backup 11.7: Supported Operating Systems

Acronis Backup 11.7: Limited Support for Windows 2000

Acronis Backup Advanced 11.7: Downloading a Free Product Upgrade within Active Maintenance Period

Acronis Backup: backup to Acronis Cloud storage fails with "Network disconnected by timeout"

Symptoms

Checking Windows Event Log for issues with computer environment

Introduction

Acronis True Image 2019: files and folders are not excluded from backup if there are issues with file system on the backup source

Symptoms:

Cause:

Solution

Acronis True Image: Backup, recovery fail with error "Read error or data content is corrupted"

Applies to:

Symptom

Acronis True Image: Cleanup Utility

Acronis Cleanup Utility

Acronis Products: After uninstalling Acronis product the entry in software list remains.

Acronis Backup: application-aware backup fails on newly installed SQL instance with "Account does not have enough privileges to access instance"

Acronis Backup: backup fails with "VSS writer has timed out" or "The backup has failed because 'VSS Writer' has timed out during snapshot creation."

Acronis True Image 2019: Recovery does not start after reboot on HP machines

Symptoms

Cause

Solution

Acronis Backup: Hyper-V virtual machine backup produces warning "Changed Block Tracking (CBT) is not used because there are disk files that do not belong to any disk snapshot."

Acronis Backup Cloud: "The storage quota is exceeded. Further backups will fail." error

Acronis Backup Cloud: Registering Backup Client Manually

Symptoms

Solution

Windows OS

Third-party software used in Acronis Disaster Recovery Cloud