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Disk usage when recovering through WHM/cPanel

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Beginner
Posts: 1
Comments: 0

Hi,

We are testing Acronis Cloud with an Acronis Storage Gateway to replace our current backup system in our fleet.

All seems to be going well except we have found one issue when restoring via the cPanel or WHM plugin.

A folder is made in /tmp/Acronis that seems to have part of the restore mount, which takes up alot of room, and additional folders with data is created for each restore point opened.

Steps to reproduce
*Server being backed up must have WHM/cPanel installed with the Acronis cPanel plugin installed
*Backing up to an Acronis Storage gateway
*Backups are incremental, maintaining X hourly.

  1. Take a backup of the server, either via the Cloud portal or via WHM.
  2. Wait till it is complete and look in /tmp or /tmp/Acronis (if it is there), note the disk usage.
  3. Go to WHM or cPanel > Backups. This will show all the dates that a backup is availiable, again check /tmp to show that nothing has been brought across yet.
  4. Click on a date and watch a folder appear in /tmp/Acronis (such as .snumbdGsYDys)
    1. In here will be some files relating to the mount ending in TIB.XX.mount
  5. It will slowly fill up more more until it hits the amount of space has available (since the /tmp folder is 4GB on cPanel servers it will fill this up, forcing a larger /tmp shows that each mount uses between 10GB-30GB)
  6. This mount will stay around until some predefined time I can't find.

The issue we have is that every single time a backup date is opened, a new folder is made and the data fills up. Some of these servers have 100's of users, and if even 10 were trying to restore at once, this would be more data than the server sometimes has free.

Why are these files being created, and how can I stop them? 

I assume they are the backed up data for that time/date and that it starts copying it over to ensure a much faster experience for the end user. But for us it is leading to server crashes and it means we can't actually use the software, which given how amazing it is in every other way would be quite disappointing.

I hope this is something that can be disabled, or a work around found!

Thanks for your time and help,

Brad

0 Users found this helpful
Support Engineer
Posts: 3
Comments: 55

Hello Brad,

I will reply to the PM.

 

Evgeny Ryuntyu | Support Engineer

Acronis | Dolgoprudnenskoe shosse 3, Moscow, Russia 141700

 

Forum Moderator
Posts: 248
Comments: 7081

Hi Brad,

Please check your personal messages (go to My Account at the top of the page and then to Dialogs)

Forum Member
Posts: 21
Comments: 33

Hi

We have exactly the same problem. How can we fix this?

Regards
Michael

Forum Member
Posts: 21
Comments: 33

Hi

I have exactly the same problem, how can I fix this?

Regards
Michael

Forum Moderator
Posts: 248
Comments: 7081

Hi Michael!

 I've sent you the solution in a private message, please check (go to My Account at the top of the page and then to Dialogs).

Beginner
Posts: 0
Comments: 1

I am experiencing this issue as well. Could you shared the fix with me as well? It has crashed a number of our servers when clients are trying to restore. 

Forum Moderator
Posts: 248
Comments: 7081

Andrew, please check your direct messages

Thank you! 

Forum Member
Posts: 21
Comments: 33

Is it possible that this problem is still existing in version 12.0 4670? Because I just had yesterday this problem again on a cpanel server.

Support Engineer
Posts: 3
Comments: 55

Hello Michael,

 

The custom build was specifically compiled to include the fix and the number of the build was 4640. The permanent fix for the issue will be included in 7.7 Acronis Data Cloud which will have the Agent builds starting from 9940.

The build 12.0.4670 is a version which does not contain the particular custom fix. 

 

We have updated almost all the Datacenters to 7.7 Acronis Data Cloud, the only remaining one is EU2 (Frankfurt). 

It is expected to be updated during this month, we will keep the Partners updated. 

 

If you have the build 9940 or later and the issue persists somehow, please contact us via submitting a support ticket. 

 

Best regards,

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

Evgeny Ryuntyu | Senior Support Engineer

Acronis

 

Forum Member
Posts: 21
Comments: 33

Hi

We are using now 12.5 10170, but the problem is still existing. I just have a restore running, my temp partition is full.

My license Provider created already a ticket and I hope we get a fix asap.

Regards
Michael

Forum Moderator
Posts: 248
Comments: 7081

Hello Michael,

could you please share the ticket ID.

Forum Member
Posts: 21
Comments: 33

Hi

The ticket ID is 03391206.

Regards
Michael

Beginner
Posts: 1
Comments: 3

Hello,

I noticed this problem again today.

I'm trying to restore a cPanel account and the tmp folder is filling up on a dot folder inside /tmp/Acronis/ until tmp fills to 100% (in this case 4GB) and the restore fails.

Machine agent version is the latest version (15.0 29896)
Acronis plugin for cPanel is the latest (1.6.434)
Machine OS: CloudLinux 7.9
cPanel version: v104.0.6

Can you advise with a solution/fix for this?

 

Regards,
Emanuel

Regular Poster
Posts: 16
Comments: 118

I notice the same issue, and even when I try to select date/time in cPanel/WHM plugin, it is stuck on 

 

Backups  20 Jul 2022 23:13
Loading the backup. This may take a while.loading

 

This is why I use JetBackup for internal use for when Acronis plays up which seems to be every other week/month. When Acronis works properly, it's excellent, but my god, it does play up sometimes, doesn't it!?

 

And there is a price increase.

 

Dear Chris,

Over the last few years, we’ve worked together with you to offer customers better cyber protection for more workload types, to increase operational efficiency, and to help streamline your service delivery.

We’ve also responded to your feedback with new features in Acronis Cyber Protect Cloud, investments in over fifty 3rd party integrations, and the opening of over fifty new data centers worldwide. And we are proud of what we’ve accomplished with you - our partners.

But it’s no secret that costs are going up on just about everything – including technology infrastructure and the power to run it. While some vendors have quietly raised prices, trimmed services, or slowed down innovation to adjust, Acronis has done the opposite, and we’ve absorbed this cost for years.

Starting October 1, 2022, Acronis Cyber Protect Cloud prices will adjust to ensure the innovation you expect from Acronis continues to benefit you and your customers.

Here’s what’s changing:
•    Prices for servers, workstations, and virtual machines in the per-workload model and storage usage in the per-GB model will increase between 8 to 13%.
•    Prices for Azure and Google hosted storage in the per-workload model will increase 13% for commitment level 1 and more for other levels due to Google and Microsoft price increases for Acronis.
Here’s what’s staying the same:
•    Prices for Advanced Packs and other workload types, including Microsoft 365 seats.
•    Prices for cloud storage for the per-workload model.
•    Our licensing model.
We also understand that changes like these can have ripple effects on business, so we are communicating with you now so you may prepare. It is also important to us that you have all the information you need. FAQs with additional details and the updated price lists are now available in the Partner Portal. 

Moving forward, we’ll continue to build value by increasing investments in R&D, infrastructure, support, and demand generation for a strong roadmap, improved quality of service, and more customers for your services. 

Your Acronis Partner Success Manager will reach out to you soon to discuss these changes and answer any questions you may have. 

Best regards, 

 
JJ Jager 
Chief Revenue Officer, Acronis 

Regular Poster
Posts: 16
Comments: 118

The

 

Loading the backup. This may take a while.loading

Seems to have resolved itself.

 

I won't attempt to mass restore the reseller account in case it causes services to fail again. I used JetBackup instead. 

Support Engineer
Posts: 9
Comments: 49

Hi HostXNow. 

Thank you for the information.

Next time this occurs if you wish to find the root cause please open a case with our support team so we can investigate as the issue is happening. 

We will require some information like the logs from the integration and will happily investigate.

As for the pricing increase if you have any questions please refer to your account manager for assistance. 

Thank you for your time, 

Best regards.
 

Beginner
Posts: 1
Comments: 3

Georgi Dimitrov wrote:

Hi HostXNow. 

Thank you for the information.

Next time this occurs if you wish to find the root cause please open a case with our support team so we can investigate as the issue is happening. 

We will require some information like the logs from the integration and will happily investigate.

As for the pricing increase if you have any questions please refer to your account manager for assistance. 

Thank you for your time, 

Best regards.

 

--- 

Hello

Have you seen my post before? 

We are facing this problem again today on another cPanel machine, when we try to restore a full cPanel account.

This problem is real frustrating and I would like to know if you already acknowledge this situation and if you have any workaround or permanent fix for this.

Please give us some feedback.

Thanks

Kind regards 

 

 

Regular Poster
Posts: 16
Comments: 118

Emanuel Vicente wrote:
Georgi Dimitrov wrote:

Hi HostXNow. 

Thank you for the information.

Next time this occurs if you wish to find the root cause please open a case with our support team so we can investigate as the issue is happening. 

We will require some information like the logs from the integration and will happily investigate.

As for the pricing increase if you have any questions please refer to your account manager for assistance. 

Thank you for your time, 

Best regards.

 

--- 

Hello

Have you seen my post before? 

We are facing this problem again today on another cPanel machine, when we try to restore a full cPanel account.

This problem is real frustrating and I would like to know if you already acknowledge this situation and if you have any workaround or permanent fix for this.

Please give us some feedback.

Thanks

Kind regards 

 

 

 

I noticed an update to the cPanel/WHM plugin where it asks you to reauthenticate by providing the login details again. I tried using the Client ID by generating the secret pass etc and entered those, but it did not accept it, so I used the same login details, which worked fine.

 

But after that, it seems to have changed the custom backup plan webcp to the default backup plan Acronis of Monday to Friday. It caused a fresh backup to be taken.

 

So I revoked the backup plan and reassign the existing one and let the backup resume, and refreshed the recovery points.

 

The day after, it seems to have sync changes and then restore worked fine again.

Acronis Support Engineer
Posts: 7
Comments: 19

Emanuel Vicente wrote:
Georgi Dimitrov wrote:

Hi HostXNow. 

Thank you for the information.

Next time this occurs if you wish to find the root cause please open a case with our support team so we can investigate as the issue is happening. 

We will require some information like the logs from the integration and will happily investigate.

As for the pricing increase if you have any questions please refer to your account manager for assistance. 

Thank you for your time, 

Best regards.

 

--- 

Hello

Have you seen my post before? 

We are facing this problem again today on another cPanel machine, when we try to restore a full cPanel account.

This problem is real frustrating and I would like to know if you already acknowledge this situation and if you have any workaround or permanent fix for this.

Please give us some feedback.

Thanks

Kind regards 

 

 Hello Emanuel,

Hope all is well.

Have you tried updating the cPanel/WHM plugin as mentioned by HostXNow to see if the issue will still reproduce?

If yes, I would advise opening a support case with us as this will need to be investigated further.

You can send an email to "mspsupport@acronis.com" along with the filled-out template https://www.acronis.com/en-eu/support/serviceprovidertemplate/

Or you can open a case through the portal https://kb.acronis.com/content/56079

Additionally, obtain the cPanel logs as per our KB https://kb.acronis.com/content/61940 and include them in the case.

 

Acronis Support Engineer
Posts: 7
Comments: 19

HostXNow wrote:
Emanuel Vicente wrote:
Georgi Dimitrov wrote:

Hi HostXNow. 

Thank you for the information.

Next time this occurs if you wish to find the root cause please open a case with our support team so we can investigate as the issue is happening. 

We will require some information like the logs from the integration and will happily investigate.

As for the pricing increase if you have any questions please refer to your account manager for assistance. 

Thank you for your time, 

Best regards.

 

--- 

Hello

Have you seen my post before? 

We are facing this problem again today on another cPanel machine, when we try to restore a full cPanel account.

This problem is real frustrating and I would like to know if you already acknowledge this situation and if you have any workaround or permanent fix for this.

Please give us some feedback.

Thanks

Kind regards 

 

 

 

I noticed an update to the cPanel/WHM plugin where it asks you to reauthenticate by providing the login details again. I tried using the Client ID by generating the secret pass etc and entered those, but it did not accept it, so I used the same login details, which worked fine.

 

But after that, it seems to have changed the custom backup plan webcp to the default backup plan Acronis of Monday to Friday. It caused a fresh backup to be taken.

 

So I revoked the backup plan and reassign the existing one and let the backup resume, and refreshed the recovery points.

 

The day after, it seems to have sync changes and then restore worked fine again.

Hello HostXNow,

As my colleague Georgi mentioned, in order for us to investigate more deeply, I would advise opening a support case with us and providing the logs as per our KB https://kb.acronis.com/content/61940.

To open a case you can either send an email to "mspsupport@acronis.com" along with the filled-out template https://www.acronis.com/en-eu/support/serviceprovidertemplate/ or you can open a case through the portal https://kb.acronis.com/content/56079.

Beginner
Posts: 0
Comments: 1

Hello,

We have this exact same problem restoring a backup is filling the /tmp folder and because of that reason the backup fails to restore. Can you DM me the solution swell? 

Forum Moderator
Posts: 248
Comments: 7081

Hello Danny,

thank you for your posting! Please open a support ticket for the issue. A custom build was provided years ago, it's not applicable anymore. Please let me know if you have any questions or concerns.