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Acronis VMware backup fails using the Acronis Appliance

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Beginner
Posts: 1
Comments: 2

Acronis Appliance was used to create VM backups of 3 VMs and it worked fine, now it fails with these entries and cannot determine what the problem is, what entry is it looking for and where?  Acronis tech said the Appliance may be corrupted and to deploy a new one, but the instructions don't tell you where to start the process to creat and deploy one; i don't want to go through reinstalling the software just to get to that point of creating the Appliance.  The Appliance is accessed through VMware vSphere Client, web console, from a Win10 PC as the interface.  Errors are:

"Task 'Back up to 'Network1'' failed: 'Failed to create a backup.

Additional info: ,--------------------

Error code: 3

Module: 435,LineInfo: 555b5abba0950340

Fields: ,Message: Failed to create a backup.

--------------------

Error code: 32786, Module: 114,LineInfo: 28314c961de7d337

Fields: , Message: Failed to prepare for backing up.

--------------------

Error code: 32778, Module: 248,LineInfo: c25b1498c08c3608

Fields: , Message: Failed to retrieve object access information.

--------------------

Error code: 32771, Module: 248, LineInfo: c25b1498c08c3603

Fields: , Message: Specified entry does not exists: 'c6bcd4cf-c483-fef7-6457-6dda0f95a0a2'."

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Acronis Program Manager
Posts: 22
Comments: 3742

Hi,

The error is referring to InstanceUUID (it's vSphere property) of VM which is no longer valid. Acronis Backup for VMware uses this property to identify the VMs and address them in vSphere. What happens in your case is that the InstanceUUID recorded in the backup task properties cannot be found and thus backup cannot proceed. It may be caused by InstanceUUID change on the VM and typically the problem can be solved by re-creating the backup task or by editing it and re-selecting VMs on the 1st step.

P.S. Appliance re-deployment would also eventually help (since you'll have to create new backup tasks), but it's of course not the most elegant solution.

Thank you.

Beginner
Posts: 1
Comments: 2

I tried creating new backup tasks, new name and valid locations to store, but same errors.  I found this info for a similar UUID problem; would editing the config file to correct the Instance UUID help? 

Says to regedit the HKLM\Software\Acronis\VirtualWare\VMwareESXServer entry, UseInstanceUuid, check the REG_DWORD value, 1 enables the instance UUID method. but would i need to find each VM and fix that?

If i have to deploy a new appliance, where in the install instructions do i start?  if i can find a TIB backup of the appliance, can i just restore that?  or an OVF version of the appliance?

 

Acronis Program Manager
Posts: 22
Comments: 3742

Hi,

If creation of new task doesn't help this may mean that there are some duplicate InstanceUUIDs for 2 or more VMs in the infrastructure, or that the VM included in the task has empty InstanceUUID. Instructions on how to check InstanceUUID are present under cut in https://kb.acronis.com/content/36100 , though I'd recommended to continue working with our support team to figure out the issue, since manipulations with InstanceUUID are not straightforward (even though in general they are harmless). If there are problems solving the issue with our support team please send me a private message with your ticket ID and I'll check it on our side.

The registry key you're referring to is changing the VM identification scheme between BIOS UUID and InstanceUUID. There are no changes to VMs configuration required after changing this key, but I'd not recommended changing it. It makes more sense to make it work with InstanceUUIDs (default).

A new appliance is unlikely to help, but if you want a fresh start then you can export the current appliance configuration from Configure->Agent Settings->Export/Import, after that run the base installation file of Acronis Backup for VMware (.exe one which can be downloaded from your Acronis account), then deploy the new appliance and then import back the exported configuration.

Thank you.

Beginner
Posts: 1
Comments: 2

We closed the ticket with Acronis.  We found the original OVF of the Appliance and were able to deploy that and got it to work.  We deduced that when the server motherboard was swapped out late October, the MAC address changed and maybe that caused the backups to not find the correct location.