Acronis Cyber Backup 12.5: "Internal server error. Error code 100011"

60231: Acronis Cyber Backup 12.5: "Internal server error. Error code 100011" appears when accessing System Settings

Applies to:

Acronis Cyber Backup 12.5

Operating Systems:

Linux

Last update: Fri, 2020-05-01 06:16

Symptoms

You have Acronis Management Server installed on a Linux machine.

You open the management console and navigate to Settings -> System Settings.

"Internal server error. Error code 100011" appears.

In HAR log, you see these messages:

"startedDateTime": "2017-06-26T10:29:32.428Z",
        "time": 26.16399999897112,
        "request": {
          "method": "GET",
          "url": "http://backup.gbi.local:9877/api/ams/settings/email_notification",

"status": 500,
          "statusText": "Internal Server Error",
          "httpVersion": "HTTP/1.1",

In WebServer log (log can be found under /var/lib/Acronis/WebServer) you see this error message:

File "/usr/lib/Acronis/PyShell/stdlib.zip/socket.py", line 711, in create_connection
raise err
File "/usr/lib/Acronis/PyShell/stdlib.zip/socket.py", line 702, in create_connection
sock.connect(sa)
ConnectionRefusedError: [Errno 111] Connection refused

ShowFull error message

Cause

Acronis notification service fails to start.

Solution

Step 1:Check Acronis notification service status

Check whether Acronis notification service is running:
ps ax | grep –i notification_service

If the service is not running, check Acronis notification logs located in /var/lib/Acronis/NotificationService/notification_service.log

If you see the "[Errno 99] Cannot assign requested address" error, the service fails to start because the required port is not available or because of an address resolution issue (the issue might occur when IPv6 is disabled but localhost is still resolved to IPv6 instead of IPv4).

Step 2: Check port 30572

Using the netstat command, check whether port 30572 is busy:
netstat -a | grep 30572

If you do not get any output, the port is free. Proceed to the next step. Alternatively, you will see that the port is in use. If possible, set up another port for the software that uses 30572.

Step 3: check IPv6 settings

If the port is available, check address resolution. Issue:
ifconfig

Check the output for an IPv6 address. If the output does not contain an IPv6 address, IPv6 is disabled on the machine.

Now check /etc/hosts. If you see ::1 localhost ip6-localhost ip6-loopback, localhost is resolved into an IPv6 address instead of an IPv4 address.

Remove localhost from this line. Is should look like:
::1 ip6-localhost ip6-loopback

Restart Acronis Management Server service using one of the following commands (or reboot the machine if possible):
service acronis_ams restart
or
systemctl restart acronis_ams.service

After service restart the settings of Acronis Cyber Backup will be accessible.

If these steps have not resolved the issue, contact Acronis Customer Central.