Symptoms:

Following a successful installation, the machine appears as offline in the Backup management console.


Potential Causes:

  • The Managed Machine Service is not operational.
  • There may be a connectivity issue between the backup agent and the cloud servers.
  • The registry keys "MMSCurrentMachineID" and "InstanceID" do not correspond with the IDs on the management server in Acronis cloud.

Solution 1

For Windows: Access Windows services and verify if the Managed Machine Service is active: 

Start -> Search -> services.msc


Locate the acronis managed machine service and restart it.

For Linux: Open Terminal and execute the following command as a superuser/root: /etc/init.d/acronis_mms status, then restart the service:


#/etc/init.d/acronis_mms restart

Solution 2

For Windows: Utilize the Connection Verification Tool to assess network connectivity. The tool can be accessed at 

https://kb.acronis.com/content/47678


For Linux: Open Terminal and verify that the necessary firewall ports (80, 443, 8443, 7770-7800, and 44445) are 

open using the netcat command, for instance:


nc -zv backup.exabytes.my 443

Solution 3

1. Access the backup management console, select the machine by clicking on it, and examine the browser's address bar.


2. Record the InstanceID and MMSCurrentMachineID. The GUID located between "phm." and "%40" represents the InstanceID, while the value following "%40" is the MMSCurrentMachineID:

    

3. Compare these values with those on the machine:


For Windows: Navigate to HKEY_LOCAL_MACHINE\Software\Acronis\BackupAndRecovery\Settings\MachineManager and note the values of "MMSCurrentMachineID" and "InstanceID".
For example:
"InstanceID"="480D99EA-A79E-4FF0-9AF2-CDB6DD1D09CD" 
"MMSCurrentMachineID"="6D4FDB37-5DE0-43BF-A499-B5076B44E1F6"
If they do not match, update the registry values on the Agent machine to align with those found in step 2.

For Linux: Open /etc/Acronis/BackupAndRecovery.config and note the values of "MMSCurrentMachineID" and "InstanceID".
For example:
<value name="InstanceID" type="TString">
 "C6C54E65-D328-4B2F-ABB4-37BA50E98CAA"
 </value>
...
<value name="MMSCurrentMachineID" type="TString">
 "B7B3DD56-2F64-4CF2-AB82-FA1D440730F8"
 </value>

If they do not match, update the registry values on the Agent machine to correspond with those identified in step 2.