Cloud Backup and MyDefender: Help in Case of Problems
For Cloud Backup and MyDefender
Below are frequently asked questions and solutions to problems that may arise.
Having trouble finding the right solution, or do you have additional questions?
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.
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\BackupAndRecoveryTo delete the existing registry, enter the following command:
C:\Program Files\BackupClient\RegisterAgentTool\register_agent.exe -o unregisterTo 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 unregisterTo 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/47678Unzip 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/47678Unzip the file. Example:
unzip linux_connection_verification_tool.zipTo make the program executable, enter the following command:
chmod +x ./linux_port_checker_en-US_x86_64To 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
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:
Restoring from a Backup
You can find how to restore a backup in the following articles:
Restoring Backups on an iPhone or iPad
Content
- Lost Encryption Password
- Used Storage Space Displayed Incorrectly
- Cyber Protection Agent Installation Does Not Complete (Linux)
- Server Does Not Appear in the Backup Console Despite Successful Installation of Cyber Protection Agent
- Server is Displayed with the Status Offline in the Backup Console
- Connection Problems Between Your Server and the Backup Console
- Uninstalling the Cyber Protection Agent for Reinstallation
- Cyber Protection Agent Cannot Be Uninstalled
- Backing Up MySQL Databases on Linux
- Restoring from a Backup
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