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Symptoms

You set up e-mail notifications to Gmail.
Sending e-mail notifications fails with:
Authentication failed

Solution

In your Gmail settings turn on Access for less secure apps:
In Acronis True Image settings specify in this order:

Sometimes the Acronis FTP site is not available for customers to upload files and logs necessary to troubleshoot cases. When this occurs, customers may use the Acronis public MassTransit server via HTTPs and a web browser as an alternative.

Customers can upload files for cases using the Acronis MassTransit website.

This site is https://mtweb.acronis.com

Username: AcronisFiles

Password: S3nd2*AAcr0nis

事象

1. 同じコンピュータに、Acronis Backup 12.5 の管理サーバーとエージェントをインストールしました。
2. [デバイス] タブの [追加] ボタンを使ってコンピュータを追加しようとします。しかし、以下のエラーメッセージが表示されます:

「リモートインストールを実行するコンピュータと同一のコンピュータには、エージェントをリモートでインストールできません。このコンピュータへのエージェントのインストールはローカルで行ってください。」

原因

この製品の既知の問題です。[追加] ボタンをクリックすると、管理サーバーはリモートインストールを実行しようとしています。しかし、管理サーバーを使って、その管理サーバーがインストールされているコンピュータには、リモートインストールができません。

ソリューション

現在このコンピュータにエージェントがインストールされているかどうかによって、適切な手順を選択してそれに従ってください:

Operating systems supported by various components of Acronis Backup 12

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. Agents on Windows machines can be updated remotely, Agents on Linux and Mac systems are updated by installing the new build locally.

Symptoms

Backup activity fails with the following error:

Operating system error: The shadow copy provider had an error. Check the System and Application event logs for more information.

Example of full error log: click to expand

This article provides instructions on how to troubleshoot and resolve issue with Online Dashboard (access, incorrect information displayed or other issues).

1. When you install Acronis True Image on a new device, you need to log in to your account for this device to appear in the Online dashboard.

2. Make sure your computer has Internet access (you can open other websites) and Acronis servers are available through specified ports, see this article for instructions.

With Acronis Universal Restore you can recover the image of your system to a machine with dissimilar hardware

Scenario

You want to know which major version is deployed in the data center you are using. For example, you want to know if the most recent version has already been released there.

You checked in About of the Management console, but couldn't find out.

Solution

Check it with an API call:

1. Log in at https://cloud.acronis.com

Using Wireshark you can collect network tracing logs

Acronis Backup 12.5 and Acronis Backup Cloud support Kernel-based virtual machines (KVM). Backup of KVMs can be done by installing Agent inside the guest OS of the virtual machine (agentless backup is not available). When an agent is installed in the guest system, the backup and recovery operations are the same as with a physical machine.

To protect KVMs with Acronis Backup 12.5, you need Acronis Backup Advanced Virtual Host license: with one license you can install an unlimited number of Agents inside virtual machines on a single host.

What is Acronis support program and how to purchase it

After update to Acronis Cyber Cloud 8.0, deleted archives become visible in the Backups tab and cannot be deleted. Refreshing the location (by clicking Refresh) does not help.

You open the Backup Management Console on All Devices or any other tab that lists devices. You click the Status column header to sort devices by status.

Devices are sorted in random order, mixing "Backing up", "OK", "Warning", "Idle" and "Scheduled" status in unpredicted manner.

Symptoms

You try to access the backup console by entering the login page address into the web browser address bar or by clicking on Acronis Backup shortcut.

After you specify the required credentials, web browser does not connect to Management Console. Possible errors are:

Introduction

Acronis True Image 2020 introduced a new backup format - .tibx, which is even more reliable and convenient. The .tibx format is used for disk backups created to internal drives, external drives, network storage.

One of the main changes in this new backup format is that the .tibx format saves full and differential backup versions as separate files, while incremental backup versions are automatically merged into their base full backups.

Description

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.

This article describes the new way of enabling debug logging. Debug logs are needed in rare occasions and must be gathered only if Acronis support representative explicitly asks to do it (basically, when the root cause of a warning or error cannot be discovered based on the existing errors). Do not enable debug logs by default - it will fill free space quickly, and troubleshooting usual problems will be almost impossible due to large amount of unnecessary data.

How to check if the installation file has been downloaded correctly

Disk/Volume backup fails with:

The SnapAPI kernel module is not loaded for the kernel currently running on the system.

Acronis True Image: E-mail Notifications to Gmail Fail with "Authentication failed"

Symptoms

Solution

Uploading Acronis Support Case Files Using MassTransit

事象

原因

ソリューション

Acronis Backup 12: Supported Operating Systems

Acronis Backup 12.5 and 12: updating to the latest build

On-premise deployment

Acronis Backup: Activity fails with "Operating system error: The shadow copy provider had an error"

Symptoms

Acronis True Image : Troubleshooting Online Dashboard

[dismissed]Acronis True Image Home 2011 Plus Pack: функция восстановления на машине с отличающимся оборудованием с помощью Acronis Universal Restore

Acronis Cyber Cloud: how to check major product version installed in your data center

Scenario

Solution

Collecting PCAP Logs with Wireshark

Acronis Backup: KVM support

Purchasing Acronis Pay-Per-Incident (PPI) Support Program

Acronis Backup Cloud: deleted archive re-appear in backup locations after update to 8.0

Acronis Backup Cloud: sorting devices by status sorts in random order

Acronis Backup 12.5: Troubleshooting login to web console issues

Symptoms

Acronis True Image 2020: Incremental backups do not create separate files when using new backup format

Introduction

Support Training and Certification for Service Providers

Acronis Backup 12.5 and 12: how to collect debug logs (Windows)

How to verify if Acronis installation file has been downloaded correctly

Acronis Backup: Disk/Volume level backup fails on Linux machine with more than one kernel