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Agent is not registered

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Beginner
Messaggi: 2
Commenti: 3

Over the weekend one of our backups failed on friday saturday and sunday with the error Request to the cloud platform failed because the agent is not registered.

This then pointed us to the troubleshooter which I can't link

However on trying this we got

Failed.
500

{
   "context" :
   {
      "$module" : "mms_vsa64_22530",
      "Domain" : "aakore",
      "HttpStatus" : "0x1f4",
      "Reason" : "internalError",
      "code" : "0x3"
   },
   "domain" : "global",
   "origin" :
   {
      "code" : 4,
      "fields" :
      {
         "$module" : "mms_vsa64_22530",
         "Domain" : "aakore",
         "HttpStatus" : "",
         "Reason" : "internalError",
         "code" : ""
      },
      "linetag" : "0x644c32798ed56809, e:\\253\\enterprise\\common\\aakore_clien
t\\impl\\akk_client.cpp:185, AakoreClient::AkkClient::Register",
      "module" : 722,
      "suberror" :
      {
         "code" : 23,
         "fields" :
         {
            "$module" : "mms_vsa64_22530",
            "status" : ""
         },
         "linetag" : "0x5b89cde5313bd154, e:\\253\\enterprise\\common\\http\\err
or.cpp:99, Http::CreateError",
         "module" : 583,
         "suberror" : null,
         "text" : "{\"domain\":\"aakore\",\"code\":\"internalError\",\"debug\":{
\"msg\":\"Get *link removed*:443/api/1/accounts?login=*email removed*: net/http: request canceled while waiting for connection
 (Client.Timeout exceeded while awaiting headers)\"}}"
      },
      "text" : "{\"domain\":\"aakore\",\"code\":\"internalError\",\"debug\":{\"m
sg\":\"Get *link removed*/api/1/accounts?login=*email removed*: net/http: request canceled while waiting for connection (C
lient.Timeout exceeded while awaiting headers)\"}}"
   },
   "reason" : "internalError",
   "serCode" : "0x02d20004+0x02470017"
}

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Support specialist
Messaggi: 0
Commenti: 1456

#1

Hello Kieran.

Based on this error, I suggest that you restart aakore (Acronis Agent Core Service) on the questioned device and then try to re-register the Agent again and re-run the backup.

Otherwise, please register this backup client manually as described in this KB article: https://kb.acronis.com/content/55244

If it does not help, please contact Connectwise for support. If you cannot reach them, please notify us. We will try to get in touch with their support department and ask to contact you in order to solve the issue.

 

Beginner
Messaggi: 2
Commenti: 3

#2

Restarting the service and then re-registering worked thank you