Skip to main content

Cyber Protect 15 absolutely broken

Thread needs solution
Beginner
Posts: 2
Comments: 5

Hello. We have major problems trying to use Cyber Protect 15 on our server.

The backup is not working and we have a bunch of contradicting errors.

We have a "Protection plan conflict" though we have only one protection plan. At the same time Protect Monitor says "Protection plan not applied" and no action in control panel can change it.

The last backup job lasted ~1 month and failed with "The cloud storage quota is exceeded for 'account@server'. Further backups will fail.", though occupied storage is 0 bytes and backup storage is 1.95 TB.  Now the backup job cannot start at all, it just shows a spinner.

Even the control panel itself may not load from the first try.

How to resolve this situation?

0 Users found this helpful
Beginner
Posts: 2
Comments: 5

We have tried recreating the protection plan and still "The cloud storage quota is exceeded for" though no backups are available.

Forum Support specialist
Posts: 0
Comments: 2016

Hello behappy,

thank you for posting on Acronis forums!

We have a "Protection plan conflict" though we have only one protection plan. At the same time Protect Monitor says "Protection plan not applied" and no action in control panel can change it.

We are sorry to know that you've encountered this issue. We expect the fix for this issue to be released soon.

Please refer to the respective KB article for more details: https://kb.acronis.com/content/70241

failed with "The cloud storage quota is exceeded for 'account@server'. Further backups will fail.", though occupied storage is 0 bytes and backup storage is 1.95 TB.

Please follow instructions for the specified issue resolution from this KB article: https://kb.acronis.com/content/56376

Beginner
Posts: 2
Comments: 5

Hello. After some page refreshes one backup appeared in the list, I deleted it and the backup process goes on again, though I don't know if it will fail again.

Aside from that, the console sometimes fails to load with an error

Uncaught (in promise) Error: Cannot find module './en-us.js'

The service doesn't look reliable now, though it used to be.

Beginner
Posts: 2
Comments: 5

Well, after a month of waiting the backup job crashed again with "Access is denied" error. The backup storage looks occupied though no backups are there. How do we get assistance with this case?

Frequent Poster
Posts: 14
Comments: 572

Hello behappy!

Can you post the entire log of the failed activity where you have "Access is denied"?

-- Peter

Beginner
Posts: 2
Comments: 5

Hello! Here is the full error from the console. There is quite a lot  of logs under c:\ProgramData\Acronis\Agent\var , which one could contain the required information?

Message
Access is denied.
Additional info:
------------------------
Error code: 20250646
Fields: {"$module":"mms_vsa64_29051","CommandID":"D332948D-A7A9-4E07-B76C-253DCF6E17FB"}
Message: TOL: Failed to execute the command. Backup plan 'Plan 1'
------------------------
Error code: 20250646
Fields: {"$module":"agent_protection_addon_vsa64_29051","CommandID":"D332948D-A7A9-4E07-B76C-253DCF6E17FB"}
Message: TOL: Failed to execute the command. Backup plan 'Plan 1'
------------------------
Error code: 20119593
Fields: {"$module":"agent_protection_addon_vsa64_29051"}
Message: Failed to execute the command.
------------------------
Error code: 20250677
Fields: {"$module":"agent_protection_addon_vsa64_29051","FailCount":2}
Message: 2 activities have not succeeded. One of them is displayed.
------------------------
Error code: 20250646
Fields: {"$module":"service_process_vsa64_29051","CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4"}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 20250646
Fields: {"$module":"gtob_backup_command_addon_vsa64_29051","CommandID":"8F01AC13-F59E-4851-9204-DE1FD77E36B4"}
Message: TOL: Failed to execute the command. Backing up
------------------------
Error code: 10551548
Fields: {"$module":"disk_bundle_vsa64_29051","account":"******","tenantName":"********"}
Message: Stream name: 'WIN-14URC7HAC20-9404956B-6861-4FFA-832E-B51E7BD11D39-A6432A6E-3BD1-40D9-B62A-5FC25D045E95A.tibx'.
------------------------
Error code: 21561347
Fields: {"$module":"disk_bundle_vsa64_29051"}
Message: Backup has failed.
------------------------
Error code: 66596
Fields: {"$module":"disk_bundle_vsa64_29051"}
Message: Failed to commit operations.
------------------------
Error code: 262164
Fields: {"$module":"disk_bundle_vsa64_29051"}
Message: Access to the file is denied.
------------------------
Error code: 43717514
Fields: {"$module":"disk_bundle_vsa64_29051","function":"archive_stream_write_shbuf","path":"/1/WIN-14URC7HAC20-9404956B-6861-4FFA-832E-B51E7BD11D39-A6432A6E-3BD1-40D9-B62A-5FC25D045E95A.tibx"}
Message: No access/permissions
------------------------
Error code: 43712549
Fields: {"$module":"disk_bundle_vsa64_29051","function":"astor_file_append","path":"astor://acronis-sdi.us-slc.cloud.lstn.net:44445/2#2490695::/1/WIN-14URC7HAC20-9404956B-6861-4FFA-832E-B51E7BD11D39-A6432A6E-3BD1-40D9-B62A-5FC25D045E95A.tibx"}
Message: Permission denied
------------------------