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After update to 15.0.26172 I can't navigate to Backup Store nor the updating of revovery points works any longer

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Beginner
Posts: 4
Comments: 9

After the last update to Acronis Cyber Protect 15.0.26172 I wasn't able to navigate to the backup storage locations any longer. If I click backup storage Acronis says 'Loading...' and nothing happens. At the same time the issue starts that Acronis isn't able to update the recovery points.

If I check the error it says there are no valid credentials for the NAS folder. But the mentioned NAS folder was deleted 1.5 years before. It just doesn't exist.

If I wanna re-create a backup folder with an existing name Acronis says

CODE0x01350016+0x01350016+0x02900003+0x0247000D
MODUL309
NACHRICHTTOL: Failed to execute the command. Dms::BackupLocation::CreateBackupLocationCommand
Zusätzliche Informationen:------------------------
Fehlercode: 22
Modul: 309
Zeileninfo: 0x8D165E86FB8195BD
Felder: {"CommandID":"09C910EE-4C13-445A-AE55-8C0EF5C7336E","$module":"management_server_vsa64_26172"}
Nachricht: TOL: Failed to execute the command. Dms::BackupLocation::CreateBackupLocationCommand
------------------------
Fehlercode: 22
Modul: 309
Zeileninfo: 0x8D165E86FB8195BD
Felder: {"CommandID":"09C910EE-4C13-445A-AE55-8C0EF5C7336E","$module":"ams_dms_vsa64_26172"}
Nachricht: TOL: Failed to execute the command. Dms::BackupLocation::CreateBackupLocationCommand
------------------------
Fehlercode: 3
Modul: 656
Zeileninfo: 0x125EC1CCDA84BC7C
Felder: {"$module":"ams_dms_vsa64_26172"}
Nachricht: Failed to register vault '8ACFA990-342D-1740-BDD5-F4DD2E9C4110' with VDM.
------------------------
Fehlercode: 13
Modul: 583
Zeileninfo: 0x5B89CDE5313BD14E
Felder: {"$module":"ams_dms_vsa64_26172","uri":"/api/vault_manager/v1/sync/vaults/8ACFA990-342D-1740-BDD5-F4DD2E9C4110","status":"404"}
Nachricht: HTTP request failure for URL "/api/vault_manager/v1/sync/vaults/8ACFA990-342D-1740-BDD5-F4DD2E9C4110".
Server response code: "404 - Not Found: The requested resource could not be found".

By the way, the backup plans which uses the same NAS are working fine.

Any idea what's the matter?

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Forum Member
Posts: 24
Comments: 55

I had similar issues with 12 / 12.5.  I did get a response from support telling me how I could go in and manually kill off the network locations within Acronis (we use the All-in-One Appliance), but what I ended up doing was removing all backup locations within Acronis, rebooting the All-in-One Appliance, then removing all backup locations again, then rebooting, etc. until all backup locations were actually removed.

Then I added the backup locations again.  I only had to go through that process once.  It seems like copies of backup locations (and credentials) were getting stuck in some config, and when there are too many it makes browsing the valid backup locations slow, buggy, or outright broken.

This was all on older versions of 12 / 12.5.  I believe our invalid / old backup locations essentially built up over time starting while we were on 12.  We haven't had the issue crop up again.

Forum Moderator
Posts: 186
Comments: 6067

Hello dk-one,

if re-adding locations didn't help, please open a support ticket for investigation - this might be the vault manager being broken, so my colleagues would need to check the logs and find the cause of the issue. 

Beginner
Posts: 4
Comments: 9

Thank you, Ekaterina and Brian. Finally I opened a ticket.

Forum Moderator
Posts: 186
Comments: 6067

dk-one wrote:

Thank you, Ekaterina and Brian. Finally I opened a ticket.

Great! Please let us know the outcome once the investigation is over! 
 

Beginner
Posts: 4
Comments: 9

Ekaterina, do you know what's going on?

 

Ivan Nakev asked for log files and more diagnostic informations which I delivered him three weeks ago (FTP-Upload, case #04859382) . Since them I nothing heard from him. Is he sick?

Forum Support specialist
Posts: 0
Comments: 1735

Hello dk-one!

Sorry for this situation. Your case has been raised. You should get a response shortly.