Unable to see backups in Acronis extension: An error has occurred. Please try again later or contact your administrator.

Symptoms

• Unable to see backup in Acronis with the following error when going to Acronis > Backups:

  An error has occurred. Please try again later or contact your administrator.

• The following errors show up in /var/log/plesk/panel.log when plesk debug mode is enabled:

  PHP Warning: file_get_contents(/mnt/Acronis/c999dec7-10000000002_0_17000000000_9/opt/psa/var/modules/acronis-backup/metadata.json): Failed to open stream: No such file or directory in /opt/psa/admin/plib/modules/acronis-backup/library/Common/Lib/Helpers/Utils.php on line 28
  
  ERR [extension/acronis-backup] Unable to read or parse metadata: Can not get content of the "/mnt/Acronis/c999dec7-10000000002_0_17000000000_9/opt/psa/var/modules/acronis-backup/metadata.json"

Cause

This was identified as a bug by Acronis with ID ABR-384180

Resolution

1. Connect to the server via SSH

2. Go to the following location with command:

   # cd /var/lib/Acronis/AgentCommData/

3. Create a backup of post-capture-data.sh file with command:

   # cp -a post-capture-data.sh{,.bak}

4. Use any text editor like vi to edit the post-capture-data.sh file as below:

   #echo "$(date -Ins) - Removing file with metadata ..." >> "$LOGFILE"
   #plesk bin extension --exec $EXTENSION_ID remove-meta.php' > diff.patch

   Note: Both lines above must to be commented