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cPanel Plugin - Backups Operation log Loading the backup. This may take a while.

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Beginner
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Comments: 2

hello, I have problems restoring backup in acronis.
it's a long time loading, and then error.

I don't know what happens, I wonder if this is common or if I did something wrong.

thank you all!!

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Forum Moderator
Posts: 137
Comments: 5344

#1

Hello Felipe,

thank you for your posting! I'd strongly recommend raising a support ticket, as this kind of issue should be investigated with the help of the dedicated support engineers team.

Beginner
Posts: 1
Comments: 2

#2

we hire from a reseller in Brazil that does not respond.
how do I support directly?

Thank you very much!!

Forum Moderator
Posts: 137
Comments: 5344

#3
Felipe Gabriel wrote:

we hire from a reseller in Brazil that does not respond.
how do I support directly?

Thank you very much!!

 Dear Felipe,

sorry for the delayed response! Could you please share more details on your support contract in a personal message (click on Send message under my profile)? Who is your reseller? 

Forum Moderator
Posts: 137
Comments: 5344

#4

Update: my colleagues from the Service Provider support team found out how is your reseller and got in touch with them regarding your technical issues.

Forum Moderator
Posts: 137
Comments: 5344

#5

Felipe, would you mind sharing your contact details in PM? We'll pass them to the reseller, they are trying to get in touch with you

Forum Member
Posts: 4
Comments: 35

#6

This is also happening to us on several servers after the Acronis Cyber Cloud 8.0 rollout. In the past it used to happen when file excludes were used, but now it's happening on servers without any excludes at all.

Will open a ticket shortly, however it would be good to have the solution available publicly for other users who may be experiencing the same issue.

Forum Member
Posts: 6
Comments: 59

#7

Does the same on a server of mine

After about 5 minutes it said

"Failed to mount the recovery point."

But I can see it is still doing something on the backup server

10563 root      20   0   10.6g   7.5g   6064 S  17.9 24.1  46:50.95 /usr/bin/vstorage-abgw -D -c /etc/vstorage/abgw.config
 1765 root      20   0       0      0      0 S   0.3  0.0   0:14.76 [xfsaild/dm-2]
 2252 root      20   0  574200  17504   6092 S   0.3  0.1   0:05.84 /usr/bin/python2 -Es /usr/sbin/tuned -l -P
12681 root      20   0  162056   2420   1668 R   0.3  0.0   0:01.03 top -c

Is it just the WHM plugin timing out? This server has 200GiB local SSD drive and 800GiB drive attached to it as /home using OVH Public Cloud server.

Regards,

Chris

Forum Member
Posts: 6
Comments: 59

#8

I run it the second time and it worked so guess timeout issue.

 

Should try this

 

https://forum.acronis.com/comment/501242#comment-501242

 

?

 

There is no config file in /usr/lib/Acronis/system_libs/8.2.1

# cd /usr/lib/Acronis/system_libs/8.2.1
# ls
libgcc_s.so.1  libssp.so.0  libstdc++.so.6
#

 

Should I create an executable file /usr/lib/Acronis/system_libs/8.2.1/config with the following content:

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

restart the acronis_mms service and try again.

 

What is the default time of ACRONIS_MOUNT_DAEMON_TIMEOUT ?

Forum Member
Posts: 4
Comments: 35

#9

I already tried it and it didn't help. I have a ticket open with mspsupport (04248491) so if a solution is provided, I will share it here.

This is also happening for me on own backup servers (ie not Acronis Cloud). Have you tried contacting Cloudevo btw? Maybe they have a fix already.

Forum Member
Posts: 6
Comments: 59

#10
George_Fusioned wrote:

I already tried it and it didn't help. I have a ticket open with mspsupport (04248491) so if a solution is provided, I will share it here.

This is also happening for me on own backup servers (ie not Acronis Cloud). Have you tried contacting Cloudevo btw? Maybe they have a fix already.

Ok. I did contact CloudEVO about the API issue, but it never helped me, whereas your direct answer did. They offered to connect to the server to take a look. But GDPR is strict etc. and not good to give access out willy nilly no matter who it is. So hope Acronis makes the software stable and reliable or it will put many off using it.

 

I did create a ticket for this new issue. I will follow up the ticket now to explain what I mentioned regarding it working the second time I tried it, probably because there was already open connection from the first time I tried it? Not sure. I'll see what they say too.

Forum Member
Posts: 4
Comments: 35

#11

Most of their (CloudEVO's) customers use their own single backup servers AFAIK, so if it's related to that (ie not using Acronis Cloud or clusters based on Acronis Cyber Infrastructure) then I'm pretty sure they'll have a work-around.

Forum Member
Posts: 6
Comments: 59

#12
George_Fusioned wrote:

Most of their (CloudEVO's) customers use their own single backup servers AFAIK, so if it's related to that (ie not using Acronis Cloud or clusters based on Acronis Cyber Infrastructure) then I'm pretty sure they'll have a work-around.

The reply I got from CloudEVO was

This was most likely caused by the recent update to the agent/backup server. All quotas and stats were reset and may not have been updated on there own until you re-ran the backup. I doubt you will see the problem again but if you do please let me know. 

Forum Member
Posts: 4
Comments: 35

#13

That's regarding the stats. I'm talking about the "Failed to mount the recovery point." error when trying to restore files from within cPanel/WHM. Are you able to restore files/databases from within cPanel/WHM when using your own backup servers?

Forum Member
Posts: 6
Comments: 59

#14
George_Fusioned wrote:

That's regarding the stats. I'm talking about the "Failed to mount the recovery point." error when trying to restore files from within cPanel/WHM. Are you able to restore files/databases from within cPanel/WHM when using your own backup servers?

Yes it works.

Beginner
Posts: 1
Comments: 2

#15

I still have this problem in version 8.
my dealer in brazil also can't solve this problem.
I see that there is a mount on /var/lib/Acronis/mount/ on servers that works.
Most servers are not working.

Forum Member
Posts: 6
Comments: 59

#16

It stopped working. Recovery doesn't work at all. Acronis not reliable to use on cPanel servers anymore. Time to switch back to alternative solutions.

Forum Member
Posts: 6
Comments: 59

#17

If I try to disable Acronis using plugin it says "An error has occurred. Please try again later or contact your administrator."

 

It seems the last update from Acronis completely messed up the cPanel plugin. I'm surprised there isn't a flood of issue about it on the forum?

Forum Member
Posts: 4
Comments: 35

#18

Hi Felipe, this should be fixed if you install the latest agent version - 12.5.15300 (see https://kb.acronis.com/node/63866 )