Unable to access Acronis Backup extension: The backup service is not available

Symptoms

• Plesk > Acronis Backup fails with the following error:

  The backup service is not available.
  Please contact your service provider.

  

• The following error can be found in /var/log/plesk/panel.log:

  # less /var/log/plesk/panel.log
  ERR [extension/acronis-backup] Response with error has been received. Request: {“jsonrpc”:”2.0″,”method”:”getPermissions”,”id”:”5c36464194a03″} Response: {“id”:”5c36464194a03″,”error”:{“message”:”Timeout exceeded (MMS)”,”code”:-32050}}

• The following error can be seen in /usr/local/psa/var/modules/acronis-backup/srv/log/main.log:

  # less /usr/local/psa/var/modules/acronis-backup/srv/log/main.log
  [INFO] SrvResponse: {“result”: {“isContainer”: true, “backupAgentRequiredPackages”: [“rpm”, “perl”, “linux-headers-3.16.0”, “linux-image-3.16.0”, “gcc”, “make”, “dmsetup”, “parted”], “needConfigureApparmorForMySql”: false, “linuxDistr”: “debian”, “isSupportedForBackupAgent”: true, “backupAgentExists”: false}, “jsonrpc”: “2.0”, “id”: “5c36492aada18”}

• Plesk is installed in a Virtuozzo/OpenVZ Container :

  # hostnamectl status | grep Virtualization
  Virtualization: openvz

Cause

Acronis Backup agent has to be deployed in the Virtuozzo/OpenVZ hardware node and not in the container as described here.

Resolution

Contact Acronis Support in order to install the Acronis Backup Agent in the hardware node: Installing Agents.

If it is not possible to manage the Virtuozzo host, check out other Plesk backup solutions available: What Plesk backup cloud solutions are available in Plesk and how to use them?