Backup Agent reports «Unknown Error»
Here’s the English translation while maintaining the HTML structure:
Problem Description
The agent on OS X or Windows reports «Internal Error» and the backup does not continue from that point:
Solution
Step 1 (approx. 3 minutes)
Please run the «Disk Utility» tool on your Mac and perform «First Aid» on the system disk (where the backup client is normally installed). Apple’s guide: https://support.apple.com/de-ch/guide/disk-utility/dskutl35916/mac
If no errors are detected on the disk, you can proceed with step 2. If the Disk Utility detects an error, the problem lies with the SSD or HDD, which must be repaired using software or, in rare cases, completely replaced.
Step 2 (approx. 5 minutes)
2.1.: Now you can open the downloaded image and first click «Uninstall». This will delete the current installation.
Complete uninstallation for Windows:
On Windows, make sure to check the box to delete all logs and databases, otherwise the database won’t be reinstalled.
Complete uninstallation on a Mac
Please open the Terminal and navigate to the highest folder level using the command «cd ../../../».
Now enter the command
/Library/Application\ Support/BackupClient/Acronis/BackupAndRecovery/uninstall.sh -a
to start the uninstallation. The parameter -a (stands for all) specifies that all logs and databases will be uninstalled as well.
2.2. Now please click on «Add» in the top right corner of the portal at https://portal.backup.ch and select the correct installer for your operating system. Install the client from the downloaded image and follow the on-screen instructions. After successful completion of the installation, the machine will reappear in the web portal and you can continue with the backup.
3. Done – You can now initiate the backup in the web portal by clicking «Run now».