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You have installed an agent on a machine connected to a NAS device. In What to back up, you select a network share residing on this NAS device. Backup completes with warnings similar to: "The process cannot access the file because it is being used by another process".

Symptoms

You create a backup plan and set up encryption.
After a while, you change the user running Acronis Managed Machine Service on the protected machine.
Backup fails with:

| Error
| Backup failed

Backup of Office 365 mailboxes finishes with warning:

Exchange Web Services are not currently available for this request because none of the Client Access Servers in the destination site could process the request.

After you update Windows to version 10.0.17134, a backup that includes OneDrive folder fails with an error similar to the following:

(error might be different if version 11 archive format is used)

Error code: 12
Module: 4
LineInfo: 0xC8D8731CE106F9CA
Fields: {"$module":"archive3_adapter_vsa64_9940"}
Message: The file is read-only.

You log in to the Backup management console as a Partner administrator. In All devices, you click Add and look for Website under Applications.

Website backup is not available.

Will work better in 8.0 (from A.Berezin)

Machine already has been backed up several times. To check the recovery points, you go to All devices, select the machine, and click Recovery.

You click Refresh (in the upper right corner of the list) to refresh the list of recovery points. In a minute, recovery points appear, but you notice that some or all of the recovery points are now missing from the list.

You might see this message:

There are no backups of the selected devices in the known locations.

Symptoms

Browsing Account items inside a backup in WHM fails with:

An error has occured. Please try again later or contact your administrator.

In plugin error_log, you see this error:

2018-11-16 22:18:36 5beea78c01b3b ERROR Cannot obtain list of accounts. File: /usr/local/cpanel/base/3rdparty/acronisbackup/Application.php Line: 86

Solution

The issue has been fixed since build 253 of Acronis Backup plugin for WHM & cPanel. Please update to the latest build.

Non-ASCII characters like ä, ü, ó, ż, ę or others, Cyrillic letters, Japanese letters etc. are not displayed in usage reports.

When you open details of Acronis Product in WHMCS Client Area you see random symbols in place of backup status.

You do not receive notifications about successful or unseccessful backups of Office 365 items, although backup notifications are enabled for your user.

You are backing up to a network share.

When you check local storage usage, you notice that it shows double the amount of occupied local space.

Symptoms

You installed Acronis Backup 12.5 Build 12730 or higher. Acronis Backup 12.5 Standard license is assigned to the machine.
You create or edit a backup plan to back up a group of application items: mailboxes, SQL or Exchange databases.
A warning appears: An Advanced license is required

Cause

Issue in the product.

The table below shows which Acronis Data Cloud services are already or will be technically available in each specific data center after the 7.8 version rollout. Please note that these dates may be subject to change.

If you want to activate Acronis Disaster Recovery Cloud, Acronis Files Cloud, Acronis Notary Cloud, or the Physical Data Shipping service in your account and enable it for your customers:
1. Check if the service is deployed in your data center by using the table below as a reference.

Release notes for Acronis Data Cloud backup agent

Version

Backup
Management Server

Backup
Management Console

Using Acronis web console, you can update Acronis Agent on a remote machine or on up to 10 remote machine in one step.

If you need to update Acronis Agents on a large number of machine or/and do not want to use the web interface, use the script provided in this article.

This article provides troubleshooting steps for synchronization of licenses with Acronis account.

Prerequisites

Please note that only subscription licenses can be synchronized. If you have perpetual licenses, add them manually: Click Settings -> Licenses –> Add keys and paste the serial numbers.
To synchronize the subscription keys with keys registered under Acronis Account, go to Settings -> Licenses, click Sync and sign in to your Acronis account.

Use cases

Your company's network has tight security, that incorporates firewalls or deep packet inspection software which interferes only with encrypted traffic. In this case, Acronis Connection Verification Tool will report the connection to be successful, yet the backup will fail. Once an unknown certificate is present in the chain, Acronis Storage rejects the connection.
On MacOS, there is no Acronis Connection Verification Tool yet. OpenSSL can be used as a replacement for it.

About OpenSSL

Windows

The tool is integrated into Agent for Windows and is executed during installation. Follow these steps if you need to check connection later (for example, if you run a backup, but it fails with a connection error).

1. Download the Connection Verification Tool and unpack it.

Acronis offers technical product trainings to Service Providers as part of its on-boarding. Below you can find self-study material that will help you pass the Acronis Service Provider Support Certification in order to provide Level 1 (T1) technical support for Acronis products according to the Acronis Service Provider Support Guidelines.

What is Acronis Files Advanced?

Acronis Backup Cloud: 'The process cannot access the file because it is being used by another process' when backing up network shares on a NAS

[Fixed] Acronis Backup Cloud / Acronis Backup Service: Backup Fails with "Key not valid for use in specified state"

Symptoms

Acronis Backup Cloud: Office 365 mailboxes backup finishes with warning 'Exchange Web Services are not currently available for this request'

[Fixed] Acronis Backup Cloud: error "The file is read-only" when backing up OneDrive folder

Acronis Backup Cloud: website backup is not available in Backup management console for Partner administrators

Acronis Backup Cloud: recovery points displayed incorrectly after refresh

[Fixed] Acronis Backup plugin for WHM & cPanel: browsing Accounts within backups fails

Symptoms

Solution

[Fixed] Acronis Backup Cloud: Non-ASCII characters are not displayed in usage reports

Acronis Backup Cloud: Random symbols in WHMCS module

Acronis Backup Cloud: notifications for Office 365 backups are not available

Acronis Backup Cloud: local storage usage calculated twice

Acronis Backup 12.5: Warning "An advanced license is required" when creating group backup plan for Microsoft applications

Symptoms

Cause

Acronis Data Cloud services availability by data center

Acronis Backup Cloud: released builds

Acronis Backup Cloud: mass update of Acronis Agents

Acronis Backup 12.5: Troubleshooting license synchronization issues

Prerequisites

Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software

Use cases

About OpenSSL

Acronis Backup Cloud and Acronis Backup 12/12.5: Connection Verification Tool

Windows

Support Training and Certification for Service Providers

Acronis Files Advanced: FAQ