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Support Digest Q3 - Q4 2021

Acronis Trainer
Posts: 5
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Hello colleagues,

Let me present a new issue of the Acronis Digest for Service providers. During the past quarters, we have received several exciting updates:

  • There were several updates during this period with platform improvements (21.07 – 21.12)
  • A new version of Cyber Protection agent is available for download – 15.0.28559
  • Acronis Cyber Infrastructure 4.6 Update2 
  • Acronis Cyber Infrastructure 4.6 Update 2 Hotfix 2
  • Acronis Cyber Infrastructure 4.7


Table of contents:


Do you know?

The Immutable Storage feature has been added recently in Acronis Cyber Protect Cloud. The Immutable Storage allows you to access deleted backups during a specified retention period. You can recover the content of these backups, but you cannot change the backup files or move them back to their original storage. When the retention period ends, the backups in immutable storage are permanently deleted. Refer to the user guide to get more information about the feature: 


Most frequently asked questions and reported problems

#1.    New Microsoft 365 licensing 

Changes in the Microsoft 365 licensing in Per Workload model in C21.10: Microsoft 365 resources require Seat quotas. 
The Microsoft 365 seats that are subject to a per-seat license are:

  • Mailbox 
  • OneDrive
  • Public folder
  • Mailbox and/or OneDrive with access to backed-up SharePoint sites and/or Microsoft Teams.

Please note: If a group has access to a SharePoint site, then all users of this group will be counted in the number of seats.

Question: What if the customer deletes or stops protecting a Microsoft 365 seat, but wants to keep the backup archives in the Acronis Cloud? Will it cost anything?

Answer: Partners can store the backup archives from all deleted or non-protected (i.e. with no protection plan) items in the Acronis Cloud, but they will be charged for the used cloud storage. The items subject to such charges are:

  • Mailbox
  • OneDrive
  • Public folder
  • Microsoft Teams
  • SharePoint sites
  • Shared mailboxes

Note: Seats quotas should be enabled in the Per GB model as well, but customers won’t be charged for them.
For more details refer to 


#2.    A quota was reverted back after manual change

An example of the problem may be the following: you changed any quota in the account management console, for simplicity, let’s say the Workstation quota from 10 to 20. After some time, you have noticed that the quota is changed back to 10 with no interaction from your side.
A root cause could be an integration system configured for the group.
You can confirm that the changes have been made by the integration system by looking at the Audit log:

  • Open the account management portal
  • Navigate to partner account where the problem appears
  • Open the Audit log tab
  • Filter events, select Event type equals to quota was updated and approximate time frame 
  • Look for such events, if it turns out that the quota is updated via API client then the changes are made by the integration system configured in the account


#3.    Legacy licensing End of Life

With legacy editions, you can assign only one edition per Customer group. As a result, your customers pay for all features that are included in an edition, even if they do not use some of them. Currently, we switched to another licensing model with billing modes and advanced packs, the functionality is split into multiple offering items and enables multiple offering items per workload. The licensing engine automatically acquires the offering items depending on what features are requested in protection plans. Users can optimize the level of protection and cost by customizing their protection plans.
There are two billing modes available:

  • Per workload — charged according to the number of protected machines, regardless of the size of backed-up data.
  • Per gigabyte — charged according to the combined size of data stored in all backup destinations, regardless of the number of protected machines.

By default, Acronis Cyber Protect Cloud includes features that cover most of the cyber security threats. You can use these features without an additional fee. In addition, it is possible to enable advanced features to boost the protection of the workloads. Check the following KB article to get more information about the features included in different advanced packs: 
The legacy licensing End of Life (EOL) was on October 1st, 2021. This means all customers and partners who were using the legacy editions were switched to the new licensing models. Here are the editions that are subject to EOL:

  • (Legacy) Cyber Backup - Standard
  • (Legacy) Cyber Backup - Advanced
  • (Legacy) Cyber Backup - Disaster Recovery
  • (Legacy) Cyber Protect - Standard
  • (Legacy) Cyber Protect - Advanced
  • (Legacy) Cyber Protect - Disaster Recovery
  • (Legacy) Cyber Protect (Per workload)
  • (Legacy) Cyber Backup (Per gigabyte)

You can read more about the switch process and mapping between legacy editions and new licensing here:


#4.    What are the “included features”?

When you enable a service in Cyber Protect Cloud, you enable a number of features that are included and available by default. In addition, you can enable advanced protection packs.

Users can use the included features at no additional charge. However, it is not possible to backup using including features quota, e.g. Virtual Machines (included features) quota.

Here are examples of included features:

  • #Cyber fit score
  • Vulnerability assessment
  • Anti-ransomware protection: Active protection
  • Antivirus and Antimalware protection: Cloud signature-based file detection (no real-time protection, only scheduled scanning)
  • Antivirus and Antimalware protection: Pre-execution AI-based file analyzer, behavior-based Cyber Engine
  • Microsoft Defender management

See the user guide, to get more infomration on the included features:


#5.    Agent registration fails with: “Failed to validate possible tenant change: unintended tenant change”

Here is an example of such an issue: you've attempted to register an agent and the registration process failed with the error: “Failed to validate possible tenant change: unintended tenant change”.

Such an issue appears when you re-register the agent without deleting it from the previous tenant (e.g. the original tenant was removed). In this situation the resource remains tied to the previous account and cannot be registered again.

There are two possible workarounds:

After applying one of the workarounds, reattempt the registration: see Registering backup client manually.


#6.    When a new version of Cyber Protection agent is released?

A new version of Acronis Cyber Protection agent becomes available after one or two weeks since the update of the particular data center. Don’t forget that agents can be updated automatically using the auto-update feature. It can be enabled from the account management portal then the setting will be applied to all sub-customers and sub-partners.

  • Settings > Agents update

Or from the Cyber Protection console:

  • Settings > Agents > Edit default agent update settings

Check more information in the user guide:


New KB articles:

Acronis Cyber Protect Cloud:

Acronis Cyber Infrastructure:

Acronis Cyber Files Cloud

Acronis Disaster Recovery Cloud

All other new KBs can be found here:

All available training and certification materials for all MSP products can be found at


Release notes and documentation:

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