Backup failed with message "Configuration version mismatch" -- does anyone know what this means?
My cloud backup hasn't succeeded for several days -- somewhat suspiciously, it has not worked since I upgraded to Windows 11. I have version 39709 of Acronis Cyber Protect Home Office -- there is a pinned post in the forum saying this version added support for Windows 11.
Has anyone else encountered this message, and knows what it means? Thanks!
Thanks for responding, Steve!
Whoops, sorry, typo, version is 39703. (The version info on the "about" page in the UI is not copyable...)
For the original backup and the new backup, I let it use the default source selection. Once the backup is created, I don't see a way to re-select what is being backed up. Also, the *filesystem* names have not changed. The selection of what to exclude, at least, is via filesystem paths. Since I let the backups use the default, I had not seen the other options for selecting the source. I'm assuming that the default was equivalent to selecting "Entire PC". So whether it's fooled by partition label changes might depend on how the default selection is defined, filesystem paths or partitions. And whether the local software is caching the old partition labels, rather than reading fresh information when one asks to create a new backup. Because now we have some new information...
The new backup that the support agent asked me to create now has the same "Configuration version mismatch" error, and that backup was created after the upgrade. I should note that the "Configuration version mismatch" error appears on the web dashboard, not in the UI's Activity tab. And if I select that new backup in the list of backups in the web dashboard, no backup sessions are shown.
Don't know if this is related: The amount of cloud storage shown as in use is inconsistent between the desktop UI and web dashboard. The UI says that no cloud storage is in use -- that changed some while after I chatted with support and created the new backup, not immediately after creating the new backup. The dashboard shows cloud storage in use for the old backup, and a little for the new backup, but does not show any files for the new backup.
I'm wondering if the "mismatch" could have something to do with the account information or identity after the Windows 11 upgrade, and the attempts to send the backup are being (quietly) denied at the cloud end. That is, could this be a security issue relating to *account* identity, not about product versions or disk identity. If the local software's identity isn't being accepted by the cloud service, or some part thereof, that might also explain why the local software doesn't know how much cloud storage is in use.
Something is being transmitted over the network. But it could be that the local side is doing retries, and not progressing. I was assuming it's just a slow connection.
Here's the only other post I found referencing the "Configuration version mismatch" error -- it is on a different product (ATI 2020), which hints that the error message is not from the local end, but on the cloud end (also hinted by the fact that the error only appears in the web dashboard). The discussion there is instructive, and the poster also worries about a Windows update, but there wasn't a conclusion -- the last post there said it was time to open a support request. It might be useful to find out how to get the same logs as are mentioned here, to see if the same "Lease request conflicts with another lease" message, that they saw just before "Configuration version mismatch", is present.
https://forum.acronis.com/forum/acronis-true-image-2020-forum/resp-err-…
Let's not close this discussion in case other people who upgraded to Windows 11 are having a similar issue and haven't noticed yet. From the UI side, it looks like something is happening -- the "progress" animation is shown. And there's network traffic. But over on the dashboard side...that's where the error is. So if folks aren't logging in to their dashboard, they may not have seen the message.
Really, the main thing we need to find out is what condition triggers the "Configuration version mismatch" error message. Until we know that, we're just guessing and poking random buttons. :D :D :D
In any case, it's time to contact support again, since we have the info that the new backup was intended to provide, namely, it failed the same way.
Oooh, a new wrinkle. Now I'm getting a 401 error from the backend. In the dashboard, when I click "Backups", it goes to this URL:
https://us4-cloud.acronis.com/bc/api/ams/links/webrestore
And I get this JSON response:
{"origin":{"error":{"code":401,"context":{},"message":"OK","domain":"PlatformAccountServer","details":{}}}}This is new -- it wasn't happening yesterday. And it's not a momentary network failure -- it's consistent over about 5 minutes. No info as to whether the 401 refers to the http error 401, i.e. page not found.
A little follow-up to the saga: I cleared the browser cache, in case the dashboard page included an obsolete URL, reloaded the page. That required logging in again (I did not clear cookies). The dashboard URL included an extra path segment -- a long sequence of letters and numbers. The "Backup failed", "Configuration version mismatch" is still there, with the new backup name, and a timestamp that is updating to the current time at short intervals.
This time, clicking Backups first went to the same URL as before:
https://us4-cloud.acronis.com/bc/api/ams/links/webrestore
but after that redirected to a different URL.
https://cloud-wr-us2.acronis.com/#/
That did two more redirects, to that URL followed by login, then followed by dashboard. After that, it did show a list with the old and new backup names. The new backup shows a non-zero amount, but clicking it still says "this folder is empty".
Note the difference in the URLs -- us4-cloud versus cloud-wr-us2. Maybe the "management console" runs in one place, and the backups are hosted elsewhere...
The 401 error may be irrelevant to the "Configuration version mismatch"...unless it means some account-related information (possibly related to the Windows 11 upgrade) has not propagated to all the places it needs to get to.
Again, finding out what "Configuration version mismatch" is triggered by is the key...the rest is all speculation.
Found notes from when I installed True Image initially -- the us4 vs. us2 URLs are a red herring -- the management console and backups URL domains were the same then, i.e. the former had us4, the latter had us2.
Went looking for the current "connection verification tool". The kb page about this that I'd gotten the tool from before (https://kb.acronis.com/content/47145) does not list ACPHO. It points to an alternate (https://kb.acronis.com/content/47678) for Acronis Cyber Protect 15, but that looks like it is for a different service.
Anyhow, I ran the us2 version of the connection verification tool from the first kb page above. It got to the section where it checks for packet loss, and after about a minute, the window closed. Hmm. But this isn't likely to be the problem -- the error message isn't what one gets for a network problem.
Had a brief look at log files, but didn't see anything relevant. Not expected since the errors appear to be from the server side.