Agent not showing up in cloud
Hi!
I am an MSP that is taking my first steps using Acronis.
Have problems with customers servers not showing up in the dashboard under devices.
Have installed the software on the clients windows-server, and registrered correctly, but the devices does not show up in the dashboard. When i try to "Apply protection plan" in the Windows-agent it says "Cannot connect to server"
I have used the "Connection verification tool" to test Connection and all is ok.
I have disabled antivirus webroot that i use, and even uninstalled it without solution.
I have uninstalled and reinstalled the agent and reregistered without luck.
I have tried at different customers (separate tenants) with different servers but get the same problem.
I can see the agents under Settings, Agents, but not under devices.
Does anyone have any suggestion about how to move on?
The strange thing is that i have managed to get two servers running (two different tenants), and i can´t see what i did differently with them.

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Thank you.
All steps seem ok in your tips, but the error remains.
but i see this in the mms-log that i cant seem to figure out why i get?
Can this be the problem?
2020-07-15T23:12:28:533+02:00 16672 I00000000: Using SecurePersistentCredentialStore.
2020-07-15T23:12:30:790+02:00 16672 I00000000: Request to AMS failed with status: 400, body: {"troubleshoot":null,"kb_link":"https://kb.acronis.com/errorcode?ser=0x01350016%2B0x01350016%2B0x00FC00…","origin":{"fields":{"$module":"management_server_lxa64_15900","CommandID":"6D9472EE-5D47-4107-9C6F-43A4273D2EA7"},"suberror":{"fields":{"$module":"ams_backup_assistant_addon_lxa64_15900","CommandID":"6D9472EE-5D47-4107-9C6F-43A4273D2EA7"},"suberror":{"fields":{"$module":"ams_backup_assistant_addon_lxa64_15900","TraceLevel":"4"},"suberror":null,"module":252,"linetag":"0x5B0018A6E6937F50","code":56,"text":"Cannot find an object by the following criteria: ' Root (Composite)\n [Is (Common::String) = InstanceManagement::Instance]\n ID (Common::Guid) = E6381DD3-4537-4243-B892-1A07103E29B4\n Type (j) = 1\n'."},"module":309,"linetag":"0x8D165E86FB8196E0","code":22,"text":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan"},"module":309,"linetag":"0x8D165E86FB8196E0","code":22,"text":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan"},"stacktrace":null,"cause":"Cannot find an object by the following criteria: ' Root (Composite)\n [Is (Common::String) = InstanceManagement::Instance]\n ID (Common::Guid) = E6381DD3-4537-4243-B892-1A07103E29B4\n Type (j) = 1\n'.","context":{"operation":"unknown","cause_str":"Cannot find an object by the following criteria: ' Root (Composite)\n [Is (Common::String) = InstanceManagement::Instance]\n ID (Common::Guid) = E6381DD3-4537-4243-B892-1A07103E29B4\n Type (j) = 1\n'.","_internal":"0:0:-1","effect_str":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan"},"reason":"internalError","effect":"TOL: Failed to execute the command. Backup::Assistant::Commands::ApplyDefaultPlan","date":"2020-07-15T21:12:31.140792+00:00","serCode":"0x01350016+0x01350016+0x00FC0038"}
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Hello Tomas,
I would suggest opening a Support case as it requires deeper investigation, collection of system information logs and read-only access to your Backup Console from a Support engineer. Provide your Acronis Cyber Cloud account login name, DC of your account, affected tenant group, affected machine, and our Support engineers will investigate it.
We need to take a look on the complete system report from the affected machines, checking the full set of logs.
Thank you.
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