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Acronis Backup extension in Plesk doesn't work: ERROR: Acronis\Common\Lib\JsonRpc\ErrorResponseException: Internal error (SocketClient.php:133)

Vincent Lauton
Updated

Symptoms

Opening Acronis Backup extension in Plesk returns an error:

ERROR: Acronis\Common\Lib\JsonRpc\ErrorResponseException: Internal error (SocketClient.php:133)

Cause

Acronis services/processes are stuck.

Resolution

  1. Connect to the server via SSH

  2. Restart the Acronis services:

    # systemctl restart acronis_*

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Comments

4 comments
Date Votes
  • Avatar
    Carles Alemany
    (Edited )

    We are experiencing this issue on multiple Plesk servers. Restarting the services or rebooting the server doesn't work.

    Logs show the local agent is responsive, but the error (SocketClient.php:133) happens exactly when Plesk calls getBackupPlanInfo(), causing a timeout.

    This started a few days ago. Could a recent Plesk update be the cause?

    2
  • Avatar
    Giannis Agathos

    We are facing the exact same thing, has any solution been found?

    0
  • Avatar
    Carles Alemany

    We're still having this problem. There's no way to perform recoveries from Plesk; they must be done manually from the Acronis console.

    1
  • Avatar
    Carles Alemany
    (Edited )

    We managed to solve it:

    Uninstall the extension:
    plesk bin extension --uninstall acronis-backup

    Install it again

    plesk bin extension --install acronis-backup

    After that, open the extension and select “I already have an account”.
    On the next screen, enter:

    Then, you’ll probably get this error:

    • “Connection error. Check the URL and try again.”

    In our case, after some digging, we found the problem was that the Acronis account had 2FA enabled.
    So basically, to make it work, you'll have to temporarily disable 2FA on the account. It doesn't look like there's an option to register using a token here.

    After connecting, you might get an error saying the plan couldn’t be applied, but if you check the Acronis console, the old plan should be there. In our case, we had to refresh the cloud backup storage in order for the old backups to show, but I guess if you do nothing it will eventually refresh by itself.

    Once everything is working, re-enable 2FA and you're good to go!

    Hope it helps.

    0

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