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Acronis Backup Cloud is not as fast as it used to be!?

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I think ever since Acronis supported DirectAdmin; it now takes cPanel servers ages to backup. It's like the servers are fighting for some bandwidth, and/or network speed from Acronis is limited!?

Sometimes a backup can complete in 10-40 minutes, and other times 3 hours plus with the message even showing

"Backup is not responding
The running backup has not shown any progress for some time and may be frozen."

07:19 PM • 26% completed • More than one hour left

Protection plan 'webcp'

Start time:Aug 18, 2022, 07:19:09 PM

Duration:3 hrs, 27 min

When I check network stats, it isn't sending/receiving anything! So no idea what Acronis is waiting on exactly?

I am guessing Acronis have had an influx of new customers using Acronis with DirectAdmin servers etc, and it's causing backups to take a lot longer!?

Has anyone else noticed cPanel servers seem to take a lot longer to backup than they used to!?

 

 

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Dear HostXNow,
Thank you for the question, we have forwarded it to MSP support engineers and will keep you posted as soon as they respond. 

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Hello HostXNow,

In order for us to investigate further, we will require that you obtain the logs listed below and then open a support ticket:

1) System information logs generated from the affected machine - https://kb.acronis.com/content/54608

2) Speed test results obtained from running our CVT tool - https://kb.acronis.com/content/47678

3) cPanel logs - https://kb.acronis.com/content/61940

4) Affected machine name

Once the logs have been collected, you can send an email to "mspsupport@acronis.com" along with the filled-out template https://www.acronis.com/en-eu/support/serviceprovidertemplate/

Or you can open a case through the portal https://kb.acronis.com/content/56079

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Dear HostXNow,
It seems like the problem is unusual and we would love to investigate it in order to help you as soon as possible of course if have to for the investigation.
 

Ok. I'll submit a ticket next week.

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HostXNow wrote:

Ok. I'll submit a ticket next week.

Thank you Chris! Please let us know the ticket ID, so that we can keep an eye on the investigation process 🙂

The speed seems ok again now, so not submitted the ticket.

 

Can I make a request? When we disable/reenable Acronis from within the Acronis cPanel/WHM plugin, that it resumes backup using the same 'webcp' backup plan? 

 

I have noticed when turn off the service using the On/Off button in the plugin and enable it again, it assigns a different 'webcp' plan with a different schedule, and I guess that causes an issue because it applies retention stuff etc. I have to remember to go in and revoke the backup plan and assign the correct one.

 

Acronis plugin should remember the backup plan after disable/renable.

 

Thank you.

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Dear HostXNow,
We have forwarded your message to the product manager and gonna answer you as soon as he responds.

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Dear HostXNow,

Sorry for the delay in response. Our manager suggests if you claim that our plugin is not working as expected, then it is better to create a support ticket, collect all necessary information, logs, etc. And if they cannot resolve it, then a TTASK should be opened.

This is very basic functionality and we don’t have a bug opened for this, moreover we don’t have similar complains from other customers. The root cause can be in the environment, configuration, etc.

Thank you in advance.