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    Symptoms

    1. You have set up some Agents for VMware (Windows or Virtual Appliance) connected to a vCenter/ESX(i) host.
    2. Some virtual machines do not appear in Management Console after recovery or physical to virtual conversion

    Cause

    Current Acronis Backup products use VMware "InstanceUUID" property in order to identify each virtual machine. If one or more machines use the same InstanceUUID then only one machine will appear in the console.

    This applies to the following products:

    • Acronis Backup Cloud
    • Acronis Backup 12/12.5
    • Acronis Backup 11.5/11.7
    • Acronis Backup for VMware (former Acronis vmProtect)

    If Acronis product was upgraded from an older version, it may be using BIOS UUID for VM identification. You can change the BIOS UUID method of identification to InstanceUUID method: see this article for instructions.

    Solution

    Change InstanceUUID of one of the machines to make it appear in the backup console. This can be done either by connecting directly to the host or via vCenter

    Connecting directly to the host:

    1. Open vSphere
    2. Go to Help -> Tools and links -> Managed object browser (press Enable if needed)
    3. Then in address put: https://<host IP>/mob and log in with with host root credentials
    4. Find ServiceContent and press content

    5. Find rootFolder and press ha-folder-root

    6. Find childEntity and press ha-datacenter​

    7. Find datastoreFolder and press ha-folder-datastore

    8. Find childEntity and press "<GUID>" (<datastorename>)
    9. Find vm and check virtual machines list with names
    10. Find the necessary virtual machine and press the <number> assigned

    11. Find config and press config

    12. Find instanceUuid parameter and check the string:
      • If the string does not have any value, put a random unique GUID.
      • If the string has a value, but the VM is still not visible in Console, change the GUID to any other value.

    13. Follow the steps below to change GUID or specify a new GUID if the value is empty:

      • Go back

      • Find ReconfigVM_Task and run the following query:

        <spec>

        <InstanceUUID>[GUID]</InstanceUUID>

        </spec>

        Instead of GUID place the ID in the following manner: abcdefgh-1234-ijkl-5678-mnopqrstuvws

        Example:

        <spec>

        <InstanceUUID>529853de-346c-6685-496e-6b6a9f61c57b</InstanceUUID>

        </spec>

      • Press Invoke Method to set the new UUID

    Connecting via vCenter:

    1. Open a web browser and enter https://<IP of vCenter>/mob and log in with Administrator credentials
    2. Find ServiceContent and press content

    3. Find rootFolder and press <datacenter name>

    4. Find childEntity and press <datacenter name>

    5. Find datastoreFolder and press <datastore name>

    6. Find vm and check virtual machines list with names

    7. Find the necessary virtual machine and press the <number> assigned
    8. Find config and press config

    9. Find instanceUuid parameter and check the string:
      • If the string does not have any value, put a random unique GUID.
      • If the string has a value, but the VM is still not visible in Console, change the GUID to any other value.

    10. Follow the steps below to change GUID or specify a new GUID if the value is empty:
      • Go back

      • Find ReconfigVM_Task and run the following query:

        <spec>

        <InstanceUUID>[GUID]</InstanceUUID>

        </spec>

        Instead of GUID place the ID in the following manner: abcdefgh-1234-ijkl-5678-mnopqrstuvws

        Example:

        <spec>

        <InstanceUUID>529853de-346c-6685-496e-6b6a9f61c57b</InstanceUUID>

        </spec>

      • Press Invoke Method

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