Wondering how to fix Acronis cyber backup extension error in Plesk? We can help you.

Often while accessing Acronis backup extension from Plesk we may end up with the error “Error: An error has occurred. Please try again later or contact support.”

Here at Bobcares, we get requests from our customers to handle similar Acronis issues as a part of our Server Management Services. Today we will see how our Support Engineers do this for our customers.

What Causes Acronis cyber backup extension error in Plesk

Sometimes, access to the extension will be possible. However, no data will be shown and the same error may appear while trying to access the backup console from the extension interface.

The following error appears in the /usr/local/psa/var/modules/acronis-backup/srv/log/main.log:

[ERROR] Unable to open file /var/lib/Acronis/AgentCommData/mms-comm/in/

From the error in the log we can find the following:

[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

And when we try to start a backup from the Backup Console directly gives the following  error:

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

However, the log-in to cloud.acronis.com works correctly.

Common Causes for this error

1. The error occurs when a token used for communication with Acronis cloud is marked as ‘expired’ and then revoked on the cloud side.

2. At times this error may occur when the backup agent is uninstalled and then re-installed on the server.

Methods to fix Acronis cyber backup extension error in Plesk

Following are the methods that our Support Engineers use to fix this error for our customers.

1. Re-register the server

We can fix this error by registering the server once again using the following steps:

1. Firstly, we have to log in to Backup Console directly via cloud.acronis.com

2. Then delete the affected Plesk Server from the console.

3. Now, connect to the server via SSH

4. And execute the following command:

# 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

We must provide the Acronis username and password when prompted.

2. Restart the service

Another way to fix this error is to restart the python service:

We can do this by connecting to the Plesk server via ssh and running the following command:

plesk bin extension --exec acronis-backup srv.php restart

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Conclusion

In short, we saw how our Support Techs fix Acronis backup extension errors in Plesk for our customers.