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Article ID: 1771, created on Mar 29, 2007, last review on May 10, 2014

  • Applies to:
  • Plesk for Linux/Unix


Both Acronis True Image Server itself and Plesk ATIS modules are installed, however when accessing page Server > Modules > Acronis True Image Server module, the following error is returned:

Error: Please check that TrueImage Server is properly installed and configured. Check also that serial number is valid


First of all please follow KB article #1749 to make sure that ATIS, Plesk ATIS module and ATIS license are installed.

Examine /var/log/messages for errors which can be reported for 'snapapi' or 'snapapi26' kernel module, this is kernel module which is needed for TrueImage Server work.

If you find that the module reports errors, for example:

kernel: snapapi26: disagrees about version of symbol struct_module

Then it either does not match your kernel or was compiled with errors. You need to install appropriate kernel sources and follow Acronis KnowledgeBase for details how the module should be compiled:

If you have difficulties with module compilation, please contact Acronis support team for further details.

For further diagnostics you can execute the command:

# trueimagecmd --help

If it returns the "Serial number is incorrect." error, make sure that the following file exists:

# ls -la `cat /etc/Acronis/TrueImage/.plesk_key_dir`key.plk

If not, you should install the key into this location. 

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