Applicable to:
- Plesk Onyx for Linux
- Plesk for Linux
Symptoms
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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 the extension's interface.
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Acronis backup log file
/usr/local/psa/var/modules/acronis-backup/srv/log/main.logcontains 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 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:
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Log in to Backup Console directly via cloud.acronis.com
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Delete the affected Plesk Server from the console (backups will not be deleted):
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Connect to the server via SSH
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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
Comments
8 comments
I dont have the AmsRegisterHelper in the files, how to retrieve that file?
Hi Bas Donjacour please open a support ticket with us so we can troubleshoot why you don't have the file: https://support.plesk.com/hc/en-us/articles/213608509-How-to-submit-a-request-to-Plesk-support-
This didn't solve the problem for me.
I have a similar issue.
Acronis won't start.
Cannot enable backup. Please try again later or enable backup from the backup console.
If I click on Go To Back Up Console I just get a log in but I have no log in details!
How are you actually supposed to use this!
Hello, Mark Priest
In this case you may want to restore the acronis password using the "Forgot password" feature:
https://account.acronis.com/#/auth/login
Note, that in case that'll not help, it will be needed to reach acronis in regards to this question.
I can log in there, but it says I don't have any products and if I try and add the license key from PLESK it says it's invalid.
I think I'll just delete the service and cancel the subscription. I shouldn't have to waste hours of my time getting something so simple to work!
I think I may have resolved it.
I unistalled the extension and then reinstalled it.
Upon opening the extension I was met with a registration screen which I didn't get last time.
Although I did get this error
Hello, Mark Priest
Glad it is resolved for you. You can test the connectivity with the mentioned port using the next command:
# nc -v 62.138.203.213 -v 44445
If it is blocked, use this one to trace on which hop the connection is blocked:
# tracepath -p 44445 62.138.203.213
Or this one in case "tracepath" is not installed:
# traceroute -T -p 44445 62.138.203.213
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