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

Dmitry Bystrov

10 months ago

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

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

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?

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