Cyber Protect 15 cloud management console has removed all service quotas
Hi, All,
I've hit a major issue with the Cyber Protect cloud management portal and am struggling to resolve it or get any response at all from Acronis support. I'm hoping a friendly face he may have an answer for this one.
We are a user of Acronis CyberProtect 15. We have a mixture of Acronis Essentials, Server, Advanced workstation and Office 365 subscription licences. Our Account Management portal shows our licence count is fine and that we have current support until mid-2023.
As of 2:56PM GMT today, we noticed that our endpoint workstations started to complain that there were no service quotas on our tenant suitable for them. This issue spread across the entire enterprise until none of our workstations with either the advanced or the essentials service quota were showing their licence.
A quick look at the licence console showed that we still had our licences but now we had 0 licences in use.
Looking at our Audit logs, we can see that at 1:04UTC today, an account called SERVICE removed our tenant's ability to do backups. Now we can't see CyberFit scores, patch management details and we can antivirus scan or backup any of our workstations.
Any attempt to reapply a service quota to our endpoints is met with only one option - to apply NO QUOTA. It's like all of our licences are gone (only, they clearly aren't).
I've tried 6 times today to reach Acronis support, have raised multiple tickets (with no acknowledgements at all) and I've been waiting on the phone with them now for over an hour with nothing but silence from their phone system. IS Acronis having some sort of back-end service issue today or are some of you affected also?
has anyone seen this issue before and if so, were your workstations/endpoints actually protected during this issue? How did you manage to resolve this?
Understandably, I'm somewhat worried about this.
Thanks for your help
Hi Doug,
Did you manage to get anywhere with this?
We are experiencing the same problem, since 18th November. No back-ups have gone through, and we are unable to retreieve any backed-up data.
We also see all our licenses, but have "no quota" when we attempt to view or change the assigned quotas.
Been on the phone on and off with Acronis, but getting nowhere. Keep getting fobbed off, that they will call back, or they're too busy. Very, very poor service.
We use Acronis for business critical back-ups, and this has proven that Acronis just aren't capable of looking after such important information.
I am now hanging on the phone, endlessly waiting to speak to a management or supervisory team member... my Directors now want all our licenses cancelled and refunded.
Hello Elliot ,
thank you for your posting! Would you mind sharing the ticket ID, so that we can look into the situation?
Hello Ekaterina,
Our ticket ID is: 05223484
It seems that all of our quotas are now available again. We have assigned them back to all the devices and manually invoked all the back-up plans.
But, we still have a major problem, in that we have no acces to any of our previous back-ups. We are hoping that this part of the service will also get restored shortly?
Hello Elliot,
thank you for the additional details!
> a major problem, in that we have no access to any of our previous back-ups. We are hoping that this part of the service will also get restored shortly?
At first sight, the issue with recovery has likely a different root cause. I see that my colleagues has already opened a new ticket for investigation. Please let me know, if any assistance with the ticket is needed.