Issue Acronis casuing server crash after a few hours

[nickcarswell]

Server operating system version

22.04.4

Plesk version and microupdate number

Plesk Obsidian 18.0.60 Update #1

When installing Acronis onto a new server with Plesk installed I am running into an issue where Acronis backup leads to the eventual crashing of the server.

Usually after a few hours (Between 4 and 8 typically)

May 1 15:59:02 1F41B72 systemd[1]: Started Active Protection daemon.
May 1 15:59:02 1F41B72 active-protection.sh[66588]: ++ dirname /usr/lib/Acronis/APL/active-protection.sh
May 1 15:59:02 1F41B72 active-protection.sh[66587]: + DIRNAME=/usr/lib/Acronis/APL
May 1 15:59:02 1F41B72 active-protection.sh[66589]: ++ basename /usr/lib/Acronis/APL/active-protection.sh .sh
May 1 15:59:02 1F41B72 active-protection.sh[66587]: + BASENAME=active-protection
May 1 15:59:02 1F41B72 active-protection.sh[66587]: + CONFFILE=/etc/Acronis/APL/active-protection.conf
May 1 15:59:02 1F41B72 active-protection.sh[66587]: + exec /usr/lib/Acronis/APL/active-protection --conf_file=/etc/Acronis/APL/active-protection.conf
May 1 15:59:05 1F41B72 systemd[1]: Started Acronis Update Controller.
May 1 15:59:05 1F41B72 acp-update-controller[66688]: /usr/bin/lsb_release
May 1 15:59:05 1F41B72 acp-update-controller[66689]: No LSB modules are available.
May 1 15:59:05 1F41B72 active-protection.sh[66754]: error: cannot open Packages database in /nonexistent/.rpmdb
May 1 15:59:05 1F41B72 active-protection.sh[66762]: error: cannot open Packages database in /var/lib/Acronis/.rpmdb

Can provide full log if that helps but I assume this is the possible cause?

I have recreated this issue on both a MS Azure VM and a Fasthosts dedicated server. All parties, Microsoft, Fasthosts, Plesk and Acronis have not been able to provide any useful help after many weeks so i've just uninstalled and used an alternative solution but thought i'd throw it open to the user base to understand how this can be resolved.

 

[Kaspar@Plesk]

Are you using a server on Ionos by any chance?

 

[nickcarswell]

The log above is from a Fasthosts server. Fasthosts are part of united internet who also own Ionos. I think the server environment is unlikely to be the cause however as I have been able to replicate the same issue on a MS Azure instance running Ubuntu, Plesk and Acronis also .

 

[Kaspar@Plesk]

You mentioned that in your first post, sorry I missed that. The reason I was asking is because I found this forum thread (in German) describing a similar issue and pointing the possible cause to a specific server type on Ionos.

The "error: cannot open Packages database in /var/lib/Acronis/.rpmdb" can also be caused because the RPM database is corrupted as described in this knowledge base article from Acronis: https://kb.acronis.com/content/65210?ckattempt=1 But I am not sure why that would cause your server to freeze.

I suggest contact Acronis for further assistance on this issue:
Customer Service and Support

 

[nickcarswell]

You mentioned that in your first post, sorry I missed that. The reason I was asking is because I found this forum thread (in German) describing a similar issue and pointing the possible cause to a specific server type on Ionos.

The "error: cannot open Packages database in /var/lib/Acronis/.rpmdb" can also be caused because the RPM database is corrupted as described in this knowledge base article from Acronis: https://kb.acronis.com/content/65210?ckattempt=1 But I am not sure why that would cause your server to freeze.

I suggest contact Acronis for further assistance on this issue:
Customer Service and Support

Sadly Acronis will simply refer me back to the reseller. I had an open ticket with Plesk who were the reseller on the Azure instance and there was no response for over 3 weeks after chasing a few times.

 

[Kaspar@Plesk]

[...] I had an open ticket with Plesk who were the reseller on the Azure instance and there was no response for over 3 weeks after chasing a few times.

On the Plesk ticket? What's you ticket number? I'd be happy to have a look at the status for you.

 

[nickcarswell]

I can't find the original ticket number (Was probably on my work email) but here is one #95213137 I closed the ticket after 10 days when Acronis finally returned asking for access credentials to look at the issue. Clearly for such a mission critical issue such as the server crashing every few hours the expectation to wait 10 days before we even begin diagnosing is really poor!!

 

[Kaspar@Plesk]

I am really sorry that it took so long for a response on your support request with Acronis. That's far from ideal (to put it mildly), especially when needing to recover a backup. From what I can gather the issue described in ticket 95213137 is different from the one you posted here, is that correct?

 

[moashrafi]

I am also having the same problem that has not been solved yet.

 

[Kaspar@Plesk]

I am also having the same problem that has not been solved yet.

Did you reach out to Plesk support too?