Cloud Backup and MyBackup: Help in Case of Problems

For Cloud Backup and MyBackup

Below are frequently asked questions and solutions to problems that may arise.

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Lost Encryption Password

Encrypted backups can only be decrypted with an encryption password that is typically known only to you. A lost or forgotten password cannot be recovered.

If you lose the encryption password, you cannot use your previous backups without the encryption password. Therefore, create a new backup plan immediately to create new backups that you can access.

Used Storage Space Displayed Incorrectly

If your storage space continues to show as used even though you have deleted backups, see the following article for more information about how to resolve this issue:

Used Space is Not Displayed Correctly

Cyber Protection Agent Installation Does Not Complete (Linux)

The packages rpm, gcc and make are required to install the Cyber Protection Agent. Make sure that these packages are installed. Information on installing these packages can be found here:

https://kb.acronis.com/content/55052

Server Does Not Appear in the Backup Console Despite Successful Installation of Cyber Protection Agent

In some cases, the server does not appear in the Backup Console after the Cyber Protection Agent is successfully installed. To display the server in the Backup Console, delete the existing registration, if any, and perform a manual registration of the server.

Please Note

The registration will fail if the Cyber Protection Agent has already been registered.

Guided Steps
Microsoft Windows 10 and Microsoft Windows Server 2012, 2016, and 2019
  • Log in to the server as an administrator.

  • To open the Run window, press the key combination [Windows key] + [R].

  • To open the Command Prompt, type cmd and click OK.

  • Change to the folder C:\Program Files\BackupClient\BackupAndRecovery. To do this, type the following command:
    cd C:\Program Files\BackupClient\BackupAndRecovery

  • To delete the existing registry, enter the following command:
    C:\Program Files\BackupClient\RegisterAgentTool\register_agent.exe" -o unregister

  • To start the manual registration, enter the command below and replace the wildcards with the backup console username and password.
    C:\Program Files\BackupClient\RegisterAgentTool\register_agent.exe -o register -t cloud -a https://backup.ionos.com -u USERNAME -PASSWORD


Linux
  • Log in to the server as an administrator.

  • To unregister the existing registry, enter the following command:
    /usr/lib/Acronis/RegisterAgentTool/RegisterAgent -o unregister

  • To start the manual registration, enter the following command and replace the wildcards with the backup console username and password.
    sudo usr/lib/Acronis/RegisterAgentTool/RegisterAgent -o register -t cloud -a https://backup.ionos.com -u USERNAME -p PASSWORD

Server is Displayed with the Status Offline in the Backup Console

If your server appears in the Backup Console with the status Offline, you need to check the backup service on the server.

Microsoft Windows 10 and Microsoft Windows Server 2012, 2016, and 2019.
  • Log in to the server as an administrator.

  • To open the Run window, press the key combination [Windows key] + [R].

  • To start Computer Management, type the command compmgmt.msc and click OK.

  • Click Services and Applications.

  • Double-click Services.

  • Check whether the Acronis Managed Machine Service is running.

  • If the service is not running, right-click the service.

  • Click Start.


Linux
  • Log in to the server as an administrator.

  • To check the status of the backup service, enter the following command:
    sudo /etc/init.d/acronis_mms status

Connection Problems Between Your Server and the Backup Console

If connection problems occur between your server and the Backup Console, you can check the availability of the backup platform with the Connection Verification Tool.

The tool checks all required connections between the Backup Console and your servers and generates a report. If a problem is encountered, the tool will advise which ports may need to be opened.

The following explains how to run the Connection Verification Tool.

Running the Connection Verification Tool on a Windows server:
  • Log in to the server as an administrator.

  • Download the Connection Verification Tool from the following page:

    https://kb.acronis.com/content/47678

  • Unzip the file in the C:\Program Files\BackupClient directory.

  • To open the Run window, press [Windows key] + [R].

  • To open the command prompt, type cmd and click OK.

  • To run the Connection Verification Tool, type the command below and replace the placeholder text with the username and password for the backup console:
    port_checker_en-US_x86.exe -u=USERNAME -p=PASSWORD


Installing and running the Connection Verification Tool on a Linux server
  • Log in to the server as an administrator.

  • Download the Connection Verification Tool from the following page:

    https://kb.acronis.com/content/47678

  • Unzip the file. Example:
    unzip linux_connection_verification_tool.zip

  • To make the program executable, enter the following command:
    chmod +x ./linux_port_checker_en-US_x86_64

  • To run the program, enter the following command after replacing the placeholder text with the username and password for the Backup Console:
    sudo ./linux_port_checker_en-US_x86_64 -u=USERNAME -p=PASSWORD


For more information on the Connection Verification Tool, click here:

https://kb.acronis.com/content/47678

Uninstalling the Cyber Protection Agent for Reinstallation

A simple troubleshooting option is to reinstall the Cyber Protection Agent. This is necessary, for example, if the Cyber Protection Agent cannot be updated. Instructions for reinstalling Cyber Protection Agent can be found here:

Uninstalling the Cyber Protection Agent for a New Installation

Cyber Protection Agent Cannot Be Uninstalled

If the Cyber Protection Agent cannot be installed, use the Acronis Cleanup Utility to uninstall it. You can download this utility from the following page:

https://kb.acronis.com/content/40366

Backing Up MySQL Databases on Linux

To back up MySQL databases in a consistent state on Linux with your managed backup account, you can pause the databases with a script for the time of snapshot creation. Snapshot creation usually takes only a few seconds within the backup process. A tutorial describing how to do this can be found here:

Backing Up MySQL Databases on Linux

Restoring from a Backup