Applicable to:
- Plesk for Linux
Symptoms
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Creating a backup via Acronis Backup extension in Plesk fails:
PLESK_ERROR: Backup Failed: The SnapAPI kernel module is not loaded for the kernel 3.10.0.1062.1.2.el7.x86_64 currently running in this system. Install the module for this kernel version, and then retry the backup.
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The following error is shown when trying to access the extension menu Acronis Backup (in the left navigation pane):
PLESK_ERROR: Error: An error has occurred. One of the services may be stopped. Go to "Scheduled Tasks" and try to run the command of the "Acronis Backup" extension manually. If this issue persists, contact the support team.
Cause
The required kernel module is missing.
Resolution
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Connect to the server using SSH.
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Install the packages necessary for building kernel modules. E.g. on CentOS:
# yum install kernel-devel gcc make
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Reinstall the extension Acronis Backup.
Warning: Solution is not applicable for Ubuntu 20 (Kernel 5.8 and higher) and CentOS 8 (Kernel 4.18) as it not supported by Acronis yet.
Additional information
https://www.acronis.com/en-us/support/documentation/AcronisBackup_12.5/index.html#22619.html
Comments
6 comments
Doing this did not resolve my issue, I'm still receiving the following message:
The SnapAPI kernel module is not loaded for the kernel 3.10.0-1127.13.1.el7.x86_64 that is running in this system. Install the module for this kernel version, and then retry the backup.
I'm still having this issue. After performing the yum install of kernel-dev, the version installed is kernel-devel-3.10.0-1160.24.1.el7.x86_64. I'm unable to install the lower version.
How to fix this for Ubuntu 20.04LTS running on Google Cloud Platform?
Error code: 9764965Fields: {"$module":"disk_bundle_lxa64_26822"}Message: The SnapAPI kernel module is not loaded for the kernel 5.4.0-1042-gcp that is running in this system. Install the module for this kernel version, and then retry the backup.
It seems that the snapapi26 module is only compatible with 4.18.x kernels. So that means this won't run on Ubuntu 20.04LTS, since the minimum kernel version is 5.4.
Hello, it is very easy... You have the old Agent version, update it to the last version 15.0.26986, it's solved my problem, update it directly from your Acronis cloud.
(I had the same error: An error has occurred. One of the services may be stopped. Go to "Scheduled Tasks" and try to run the command of the "Acronis Backup" extension manually. If this issue persists, contact the support team.)
After spending a week with multiple people looking at this issue, Acronis took a look at the server and could not resolve the problem either.
Acronis said: "It appears that with the kernel version installed on the Cent OS 8.3 is not supported yet by Acronis Linux Agent (kernel-devel-4.18.0-240.22.1.el8_3.x86_64)
It's further mentioned in the KB below - https://kb.acronis.com/content/68870
This will be supported in our next release build that is C21.07 and there is no ETA at the moment.
Until the release the installed kernel version is not supported and as a workaround you can downgrade the kernel version."
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