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cPanel Plugin "Failed to mount the recovery point."

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Beginner
Posts: 4
Comments: 8

Hello,

When I'm trying to restore files or databases through the Acronis cPanel plugin, I get the following error after selecting the date/time of the recovery point. 

Failed to mount the recovery point.

This error comes up after 5 minutes of "Loading the backup. This may take a while."

While I can restore individual files/folders from the Acronis Backup Cloud web interface, the same doesn't apply for databases for example, which can only be restored from the cPanel plugin interface.

Any ideas?

Thanks in advance,
George

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Forum Moderator
Posts: 122
Comments: 4633

#1

Hello George,

I see the issue has been already forwarded to the RnD for investigation. We'd appreciate if you could share the results of the investigation with the community. 

Thank you in advance! 

Beginner
Posts: 0
Comments: 1

#2

We're experiencing the same problem here. Have you had any update from Acronis, George?

Beginner
Posts: 4
Comments: 8

#3

We were told that this can be solved by not excluding any files in the backup job, however I'm still evaluating this. Can't call it a solution either tbh...

BTW I was excluding:

error_log
debug.log
/home/*/lscache/*

Do you also use exclude files from your backups via Backup Options -> File Filters?

Beginner
Posts: 0
Comments: 1

#4

Any news on this subject ?

Beginner
Posts: 4
Comments: 8

#5

This issue was assigned ABR-210974 which was fixed in v7.9 but it turns out the fix was not for the problem itself (being able to exclude files without breaking the cPanel plugin functionality), but to allow the user to increase the timeout using ACRONIS_MOUNT_DAEMON_TIMEOUT environment variable.

Now there's ABR-222940 which should resolve the issue with excludes, that is going to be fixed in v8.0 (no ETA).

A KB article has been posted as well: https://kb.acronis.com/content/62899

For now, the only solution in order for the cPanel plugin to work and for your customers to be able to use the cPanel plugin and restore files, databases etc themselves, is not to use excludes in your backup jobs.

Beginner
Posts: 0
Comments: 5

#6

Hi there,

We are using the Acronis Cyber Cloud, along with the cPanel plugin and also get this issue on a few of our servers. 

We aren't excluding any files, however, but get the same error...
 

Failed to mount the recovery point.

Beginner
Posts: 4
Comments: 8

#7

Hi Dennis,

How large are your drives? Our cPanel servers are around 600-800GB large (SSD storage) and we haven't experienced this (when not using file excludes). If you have larger volumes, you might need to use the ACRONIS_MOUNT_DAEMON_TIMEOUT environmental variable.

Please create an executalbe file /usr/lib/Acronis/system_libs/7.2.0/config with the following content:

#!/bin/bash
export ACRONIS_MOUNT_DAEMON_TIMEOUT="1800"

restart the acronis_mms service and try again.

Beginner
Posts: 0
Comments: 5

#8

Hi there,

Thank you for the reply. I have tried this, but unfortunately it hasn't helped. 

We do have fairly large servers, the majority are 6x 1TB SSDs in raid10, so closer to 3TB.

Should we increase the timeout further?

The strange thing is, it doesn't seem to hang for all that long - the message appears after only a few seconds. 

Many thanks

Beginner
Posts: 0
Comments: 5

#9

Thanks for the additional information

I have tried this however, but unfortunately it still isn't working and is failing with the same error.

The servers are fairly large, with around 3TB usable space.

The strange thing, is the fact that the error appears after only a few seconds as opposed to a long delay, then the failure taking place. 

Has anyone else experienced this at all?

 

Beginner
Posts: 4
Comments: 8

#10

If the error shows up immediately then it's probably an already (failed) open mount. Normally, restarting acronis_mms should fix this, but in some cases, a server reboot might be necessary.

Beginner
Posts: 0
Comments: 5

#11

I have tried to restart acronis_mms but that hasn't helped unfortunately.

Can you advise if there is a way around the reboot? It's a production server, so it's tricky scheduling in downtime

I checked /var/lib/Acronis/mount but this is empty also, and checked the Linux mounts and saw nothing relating to Acronis also.

I tried mount | grep Acronis but there was nothing there. I was hoping to somehow force it to unmount.

Appreciate your help on this!