This document provides troubleshooting procedures for common backup failures and performance issues in Acronis Cyber Protect Cloud, helping administrators quickly identify and resolve backup-related problems.

1. Backup Failed Due to VSS Error

Resolution

1. Verify that the Volume Shadow Copy (VSS) service is running.
2. Check the status of VSS writers.
3. Restart the Volume Shadow Copy service if necessary.
4. Review Windows Event Viewer for VSS-related errors.
5. Retry the backup after resolving any VSS issues.

Note: VSS errors commonly occur during application-aware backups on Windows systems.

2. Backup Failed Due to Snapshot Error

Resolution

1. Verify sufficient free disk space for snapshot creation.
2. Check that no existing snapshots are locked or corrupted.
3. Restart the backup agent service.
4. Retry the backup.
5. Review the backup logs for detailed snapshot errors.

3. Backup Failed Due to Insufficient Disk Space

Resolution

1. Verify available space on the backup storage.
2. Remove obsolete recovery points if appropriate.
3. Increase storage capacity if required.
4. Review the backup retention policy to free storage automatically.
5. Run the backup again.

4. Backup Failed Due to Network Interruption

Resolution

1. Verify network connectivity between the protected device and backup storage.
2. Check internet connectivity for cloud backups.
3. Ensure firewall or proxy settings are not blocking communication.
4. Retry the backup after restoring network connectivity.

5. Backup Failed Due to Authentication Error

Resolution

1. Verify the backup account credentials.
2. Confirm the backup destination is accessible.
3. Update expired or changed credentials.
4. Save the updated settings.
5. Run the backup again.

6. Backup Is Running Slowly

Resolution

1. Check CPU, memory, and disk utilization on the protected device.
2. Verify available network bandwidth.
3. Review backup compression and encryption settings.
4. Schedule backups outside peak business hours.
5. Consider enabling bandwidth throttling if network congestion exists.

7. Backup Is Stuck in Queued Status

Resolution

1. Verify that no previous backup jobs are still running.
2. Check if backup agents are online.
3. Restart the Acronis Backup Agent service.
4. Confirm the backup storage is accessible.
5. Retry the backup.

8. Backup Is Stuck in Running Status

Resolution

1. Monitor system resource utilization.
2. Check network connectivity.
3. Review activity logs for stalled operations.
4. If the backup does not progress, stop the backup job.
5. Restart the backup and monitor its progress.

9. Backup Completed with Warnings

Resolution

1. Open Activities and review the backup details.
2. Identify the warning messages.
3. Verify whether any files or applications were skipped.
4. Resolve the reported issues.
5. Run the backup again if required.

10. Backup Storage Is Full

Resolution

1. Check the available backup storage capacity.
2. Remove outdated recovery points if no longer required.
3. Modify the retention policy to reduce storage consumption.
4. Expand the backup storage if necessary.
5. Run the backup after sufficient space becomes available.

11. Acronis Agent Is Not Communicating

Resolution

1. Verify the server is powered on.
2. Confirm internet connectivity.
3. Restart the Acronis Backup Agent service.
4. Check firewall or proxy settings.
5. Verify DNS resolution.
6. If communication is not restored, reinstall the Backup Agent.

12. Backup Plan Is Not Running as Scheduled

Resolution

1. Verify that the protection plan is enabled.
2. Review the configured backup schedule.
3. Confirm the device is online during the scheduled backup window.
4. Check for scheduling conflicts with other backup jobs.
5. Review activity logs for any scheduling errors.
6. Save any updated schedule settings and monitor the next scheduled backup.

13. Backup Is Consuming High CPU or RAM

Resolution

1. Monitor CPU and memory utilization during the backup.
2. Schedule backups during periods of low system activity.
3. Review compression and encryption settings, as higher levels may increase resource usage.
4. Configure bandwidth and performance settings if required.
5. Ensure the system meets the recommended hardware requirements.
6. Update the Acronis Backup Agent to the latest available version if necessary.