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Unable to access Acronis Backup extension in Plesk: An error has occurred. Please try again later or contact support

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Marc Vidal
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Plesk Onyx for Linux kb: technical ABT: Group A

Applicable to:

  • Plesk Onyx for Linux

Symptoms

  • Unable to access Acronis Backup extension in Extension > Acronis Backup. The following error is shown in Plesk UI:

    PLESK_ERROR: Error: An error has occurred. Please try again later or contact support.


    Access to the extension is possible, but no data is shown and the same error appears when trying to access the backup console from extension interface.

  • Acronis backup log file /usr/local/psa/var/modules/acronis-backup/srv/log/main.log contains following records:

    CONFIG_TEXT: [INFO] MmsResponse: {"error":{"code":-32000,"message":"Can not found backup plan: "},"id":3969,"jsonrpc":"2.0"} /var/lib/Acronis/AgentCommData/mms-comm/out/a34cb12e-2f3a-4f23-b21f-c0bd08e000ec
    [INFO] SrvResponse: {"error": {"code": -32059, "message": "Backup plan is not found."}, "id": "5a5ce6644adc1", "jsonrpc": "2.0"}
    [INFO] MmsResponse: {"error":{"code":-32603,"message":"Error code 401 and raw message

  • The following error occurs on attempt to start a backup from the Backup Console directly:

    CONFIG_TEXT: Backup doesn't start:
    Backup failed
    None of the items selected for backup were found.
    Device example.com
    Plan name webcp
    What to back up Entire machine
    Where to back up

  • Log in to cloud.acronis.com works correctly

Cause

The issue happens because of a token used for communication with Acronis cloud was marked as 'expired' and then revoked on the cloud side.
This happened because there were no calls from the extension UI to the cloud for a week.

Resolution

Register the server once again with the following steps:

  1. Log in to Backup Console directly via cloud.acronis.com

  2. Delete the affected Plesk Server from the console (backups will not be deleted):

  3. Connect to the server via SSH

  4. Execute the following command and type the Acronis username and password when requested:

    # printf "ACRONIS LOGIN\nUser: "; read USER; printf "Password: \n"; read -s PASS; /usr/lib/Acronis/RegisterAgentTool/RegisterAgent -o register -t cloud -a https://cloud.acronis.com -u $USER -p $PASS

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