Support Digest: September 2017

Hello Colleagues!

In September we had a number of new product features and updates that brought a lot of questions. The biggest change is the new Acronis Data Cloud 7.5, which now supports multiple cloud services, and Acronis Backup Cloud becomes one of them. Let's go one by one through most popular questions and new materials to get you ready for support in October:

• Hot topics
• New KB articles
• New training materials
• New features
• Datacenter and agent updates
• Release notes

Hot topics

Here are the top 3 questions regarding Acronis Data Cloud in September:

  #1 ► New Management Portal is totally different from the previous version. Where to start?

Management Portal in Acronis Data Cloud 7.5 replaces the Account Management Console of Acronis Backup Cloud. Get familiar with the UI changes and new features to be prepared:

• All changes in UI layout and functionality are explained in detail in KB60464
• New documentation is available on our support page
• Full list of changes and new features is available in the release notes
• API v.1 is fully supported in new Management Portal. New features are available with API v.2. See more in KB60486

  #2 ► How do I get through with notifications setup: branding, multiple email addresses, correct level of information etc.?

Every cloud service in Acronis Data Cloud has its own notification settings, and you have to be specific when you decide what and how you want to be notified of. Here are the ground rules:

• Notifications from Management Portal and Backup Service are enabled in the Management Portal. Modify user account settings to manage notifications
• Branding notifications is part of Management Portal functionality, and applies to underlying partners and customers, but not to immediate users of the partner group where branding is configured. See more here
• To send notifications to multiple addresses, create multiple users with different emails, or a user with an alias (a distribution list) where you can include multiple recipients. Partner users will receive business and backup notifications for all underlying partners and customers
• Business notifications are sent when quota is exceeded or when datacenter maintenance is planned
• Backup notifications are sent immediately after a backup activity finishes
• Daily recap emails are sent once a day (at 10:00 am local DC time) and include only alerts that are currently active in the Backup Console. If there are no problems by this moment, the recap is not sent
• In case you don't receive a business or backup notification, check that you enabled correct level and specified the right address. See more in KB49778
• Notifications from Files Cloud are managed in Files Cloud Administrators console. See more here

  #3 ► I understand how quotas work. But how do I actually delete backups when I need to free up some space? What if I only delete a backup plan?

Backup plan is only a setting that defines how, where and how often backups are created and how they are retained. When it comes to actually deleting backups, here is what you need to know:

• Deleting a backup plan will not remove backups. See more about backup plans here
• Deleting a machine from backup console or uninstalling the agent software will not remove backups. See more about deleting machine here
• Automatic retention of backups runs as part of the backup plan and is unique for every location. See more about retention rules here
• To delete one recovery point, select the Device > Recover > click on Recycle. This will not free up space in the cloud storage or in Always-incremental archive
• To delete the entire archive, go to Backups > select the location > select the group name by Machine and Plan name > Delete. See more on how to delete backups here
• To free up Cloud Storage space, remove incomplete backups or delete the entire archive from Backups tab or Web Restore console
• Deleting the user account will remove all backups from Cloud Storage. Local backups will not be affected

New KB articles

Acronis Data Cloud

• KB60464: Acronis Data Cloud: Management portal changes in version 7.5

Acronis Backup Cloud

• KB60265: Acronis Backup Cloud: browsing a 1TB+ GPT partition in cloud backup fails with "Server is not available at the moment"
• KB60241: Acronis Backup Cloud: Backup of SQL instance fails with "There are no SQL writers"
• KB60216: Acronis Backup Cloud: backup of Hyper-V VM fails with "Failed to obtain an instance of service class 'Msvm_VirtualSystemManagementService"
• KB60157: Acronis Backup Cloud: "GXT: The item provider has skipped the report of an item with key" error
• KB60443: Acronis Backup: you receive "Quota exceeded" error, but do not use cloud storage
• KB60311: Acronis Backup: "Resource quota exceeded" alert
• KB60309: Acronis Backup: "Backup failed" alert
• KB60264: Acronis Backup: backup fails with "WMI 'ExecQuery' failed"
• KB60253: Acronis Backup: recovery of a Windows Server 2008 hangs at 88%
• KB60226: Acronis Backup: backup fails with "The shadow copy provider had an unexpected error"

Acronis Storage

• KB60214: Acronis Storage Gateway: Data migration to Acronis Storage 2.x
• KB60331: Acronis Storage: "Free storage space check result: -5 (No space/quota exceeded while local file io)" error
• KB60223: Acronis Storage and Acronis Storage Gateway: how to clear FES address from Agent's cache

Acronis Backup Advanced for vCloud

• KB60261: Acronis Backup Advanced for vCloud: how to improve vCDA web console's performance
• KB60258: Acronis Backup Advanced for vCloud: attempt to log in to vCDA fails with "Credentials are incorrect" error if you have vCloud Director v 8.2
• KB60244: Acronis Backup Advanced for vCloud: how to change time zone on vCDA

See all new KB articles here: https://kb.acronis.com/new

 Did you know that most Frequently Asked Questions on Acronis Backup Cloud are already covered in one single place? Follow this link to find more: https://kb.acronis.com/content/49028

New training materials

• Acronis Data Cloud in Acronis Backup Cloud Product Training
• Active Protection in Acronis Backup Cloud Product Training
• Acronis Files Cloud - coming soon!

See all training materials here: https://kb.acronis.com/MSPtraining

 Did you know that during support technical webinar you can actually try how product works and experience the support process? Attend one of our webinars and become a skilled support professional for Acronis Cloud Products!

New features

Acronis Data Cloud

• Fully redesigned user interface
• Improved reporting functionality
• Average usage calculation mode (can be set through API)
• Offering items—an improved and extended version of the quotas existing in Acronis Backup Cloud 7.0 
• Integration with Autotask PSA. Provisioning, tickets, quota setup

Removed features:

• The Pricing parameters section was removed from the user interface.
• The Agent auto update switch was removed from the user interface.

File Sync&Share service

• Acronis Files Cloud integration with the Cloud Platform
• Office Online web editing integration
• Multi-select in the web UI
• Sharing of File Sync & Share nested subfolders
• Syncing of subfolders

Backup Service

• Active Protection. Protects your data from ransomware and other threats. This feature is available only in Agent for Windows. Learn more about it in KB60452
• Acronis Asign. Allows a backed-up file to be signed by several people
• O365 cloud-to-cloud. Backup of Microsoft Office 365 mailboxes without the need to install Agent for Office365 on premises
• VMware vSphere 6.5 support
• Multiple selection of backup agents for update

 Did you know that to enable Active Protection you must make sure you update the agent to the latest build (12.0.4290).

Datacenter and agent updates

Current agent version: 12.0.4290

Release notes:

• Acronis Data Cloud 7.5

Share your experience!

• What do you think about new Acronis Data Cloud interface, did you have any issues working with it?
• Did Acronis Active Protection already save your data from ransomware?
• Share below your experience and your questions.