Symptoms

Upgrading resources of application 'Acronis Backup Cloud' task fails with the following error:

Internal error: APSC: Upgrade to ver. 2.0-1028 : resource b8038a03-8328-4c47-9c71-711c5ce35081 of type 'globals' (http://acronis.com/aps/cloud-backup-v1/globals/6.5) for APS application 'Acronis Backup Cloud-2.0-1028' : Not Found: The service is currently not available. Please try again later.

The following messages can be found in /var/www/html/backupservice/log/Events_YYYY_MM_DD.log on the Acronis APS endpoint server:

Request:'56e5a52e5d0a0' Time:'2016/03/13 17:37:09' Message:'Tenant (c0a9fe11-a9a4-4b20-86bd-b7dd2e6e1e42) upgrade was called' Type:'Information' File:'/var/www/html/backupservice/tenant.php' Line:'61'
...
Request:'56e5a52e5d0a0' Time:'2016/03/13 17:37:10' Message:'--debug Request GET to https://eu-baas.acronis.com/api/1/groups/37042 request body: ()' Type:'Information' File:'/var/www/html/backupservice/app/Service/BaseClient/RestTransport.php' Line:'117'
Request:'56e5a52e5d0a0' Time:'2016/03/13 17:37:10' Message:'--debug Response GET from https://eu-baas.acronis.com/api/1/groups/37042 code 404 resp_body: (<html><body><h1>404 No items found.</h1></body></html>)' Type:'Information' File:'/var/www/html/backupservice/app/Service/BaseClient/RestTransport.php' Line:'152'

Cause

There's one or several incompletely provisioned Acronis subscriptions on OA side, missing in Acronis portal. The upgrade procedure tries to fetch details about these subscriptions from Acronis and fails with 'Not Found' message.

Resolution

  1. Get the tenant ID from the Acronis log file above: c0a9fe11-a9a4-4b20-86bd-b7dd2e6e1e42

  2. Get the information about this tenant from APS controller on OA Management Node:

    # curl-ksS -E /usr/local/pem/APS/certificates/poa.pem https://localhost:6308/aps/2/resources/c0a9fe11-a9a4-4b20-86bd-b7dd2e6e1e42
# curl-ksS -E /usr/local/pem/APS/certificates/poa.pem https://localhost:6308/aps/2/resources/c0a9fe11-a9a4-4b20-86bd-b7dd2e6e1e42/subscription
  3. Find failed/canceled tasks related to this subscription provisioning and run them. In case the subscriptions are not required, cancel and destroy them. Make sure all tasks related to these subscriptions have finished successfully.
  4. In case there are no tasks found on step 3, contact Technical Support to remove these APS resources manually.

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