Cobra Forum

Question
Acronis Backup: Failed to install the backup agent. For details, see /var/log/trueimage-setup.log

Symptoms

• Acronis Backup fails to install with the following error in the UI:
  Failed to install the backup agent. For details, see "/var/log/trueimage-setup.log".
• Log file /var/log/trueimage-setup.log has the following messages:
  
  
  Code Select Expand
  Output 410;{"domain":"AGENT_CORE","code":"DEPENDENCY_ERROR","context":{"response":{"json":
{"domain":"Access","code":"TenantDisabled","error":"unauthorized_client","error_description":"tenant is
disabled"}}},"debug":{"msg":"ensure agent registration: deleting agent registration: setting up registration
state: set agent token: POST https://backup.1and1.com/bc/idp/token: Access.TenantDisabled: code 410,
body
{\"domain\":\"Access\",\"reason\":\"TenantDisabled\",\"error\":\"unauthorized_client\",\"error_description\
":\"tenant is disabled\"}"}}
  Code Select Expand
  The registration failed due to a problem on the Management Server.
Either the Cyber Protection service on this machine could not access the Management Server on
https://cloud.acronis.com or the server returned an error response.
Please make sure that the Management Server is accessible through the network and try again.
  Code Select Expand
  "error":"unauthorized_client","error_description":"tenant is disabled"}

Cause
The registration token is invalid due to a network unavailability or temporary failure.

Resolution

• Log in to Plesk.
• Reinstall the Acronis extension.
• Check if cloud.acronis .com is reachable to the server.
• Reauthenticate the Acronis user and password in Extensions > Acronis Backup