Support Digest: June 2018

Hello dear colleagues,

Welcome to service providers’ digest June, 2018 edition. During the month we’ve finished the process of major upgrade of our Acronis Data Cloud’s data centers to v.7.7. Let’s review the most popular topics of this month (according to our Partners) and highlight the most important things.

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

Hot topics

All the top-3 questions are related to the release of latest version of backup agent, so here they are:

#1 ►Local backup

Starting from v.7.7, usage of local backup storage is reported to Acronis Data Cloud and the usage data is available for partners, the same way as for any other offering item. Now it is possible not only to allow or disallow the possibility to use local storage as backup destination, but also track its usage and charge for it. The following locations are treated as local: It includes the following backup destinations:

• Local folders
• Network folders
• NFS folders
• Secure Zone

Local backup usage is recalculated after each of the following operations: manual and scheduled backup, backup replication, backup retention, deletion of backup slice, deletion of archive, deletion of backup location from the management console.

There are some certain limitations that should be kept in mind:

• Manual deletion of backup files directly from file system won’t trigger recalculation
• Local usage numbers under management portal are updated daily at 5AM GMT
• Only soft quotas are supported for local backup offering item

If local storage usage is calculated twice, apply the following fix. In case for some reason it is impossible to choose local destination under new backup plan, though respective offering is present, refer to this solution.

#2 ►Microsoft One Drive backup

OneDrive is a file hosting service operated by Microsoft as part of its suite of Office Online services. OneDrive folder on machine’s local disk is not actually a directory with data, but rather a symbolic link to the files kept at Microsoft cloud servers. When Backup Agent tries to back up data inside OneDrive folder, it is unable to do so, since it sees no files to save. Therefore backup of OneDrive folder may fail.

The easiest way to deal with this issue is to exclude OneDrive folder from the list of items that will be backed up.  As an alternative method, you can also use disk-level backup plan, which works on a lower level than disk’s file system and thus not dependent on OneDrive’s design.

The entire list of all possible solutions for OneDrive backup issue is described here.

#3 ►Registration of backup agent

Upon successful installation of Acronis Backup Cloud’s backup agent, it is necessary to register it under Cloud Management server, otherwise it would be impossible to manage the device where the software was distributed. Registration can be performed 3 different ways:

1. If you have downloaded the installation .EXE file from the very same machine which you are going to protect, you just need to click “Register Now” button upon successful installation. After that you’re automatically redirected to backup console for the Customer group where you wanted the machine to belong to and confirm registration.
2. In case the machine where agent was installed temporary does not have access to internet, you may register it from another device which has. To do so, click “Show registration info” after successful installation of backup software and copy “registration code”. Next, on the machine which has internet connection open backup management console for the Customer you want your machine to be registered at and click “ADD” button and then choose “Registration via code” option. Specify the registration code obtained from the installed and confirm registration.
3. When necessary, a device can be registered manually using OS’ command line interface. See here for detailed instruction.

For the cases where agent’s registration fails with “Agent is already registered” error, please refer to known solutions section from this article. Entire process of agent's installation is described under Acronis Backup Cloud's user guide.

New KB articles

Acronis Backup Cloud

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

Did you know that training materials and certification exams for MSPs are now available not only in English, but also in French, Spanish, German and Japanese? Find the full list of learning documentation at https://kb.acronis.com/MSPtraining.

New training materials

• Acronis Data Cloud v.7.7 Account Management console
• Acronis Backup Cloud v.7.7 Support Q/A session - Webinar Recording
• Acronis Storage 2.4 Migration from Acronis Storage Gateway - Video

Training and certification materials for all MSP products can be found at: https://kb.acronis.com/MSPtraining

Did you know that Acronis Certified MSP partners’ revenue is 30% higher compared to non-certified ones? Pass the certification now and become certified: https://www.surveygizmo.com/s3/4306181/Service-Provider-Certification-Exam-Acronis-Backup-Cloud-v-7-7

Datacenter and agent updates

Current agent versions:

• Backup Agent for Windows (v.12.5.1.10170)
• Backup Agent for Mac (v.12.5.1.10170)
• Backup Agent for Linux (v.12.5.1.10170)

Release notes and documentation

• Release notes for Acronis Data Cloud 7.7
• Acronis Backup Cloud v 7.7 User Guide