The SnapAPI kernel module is not loaded for the kernel

Symptoms

• The backup storage cannot be activated (Acronis or CloudLinux backup) on the server due to the error:

  The SnapAPI kernel module is not loaded for the kernel 3.10.0-962.3.2.lve1.5.44.2.el7.x86_64 that is running in this system. Install the module for this kernel version, and then retry the backup.

• In some cases we also can find a second error:

  Your kernel headers for kernel 4.18.0-147.8.1.el7h.lve.1.x86_64 cannot be found at
  /lib/modules/4.18.0-147.8.1.el7h.lve.1.x86_64/build or /lib/modules/4.18.0-147.8.1.el7h.lve.1.x86_64/source. 
  You can use the --kernelsourcedir option to tell DKMS where it's located.

• Kernel version may be different on different servers.

Cause

The server does not have the header and devel packages for its current kernel version installed. This issue will be fixed from Acronis side in the future.

Resolution

The module should be installed manually according to the following guide:

1. Install headers, devel, and necessary packages:

   # yum install kernel-devel kernel-headers elfutils-libelf-devel

2. Check the current SnapAPI version. The latest version installed on the server should be used. In this case, it is 0.8.4.

   # ls /usr/src
   file_protector-1.1-1485 snapapi26-0.7.135 snapapi26-0.7.142 
   file_protector-1.1-1487 snapapi26-0.7.139 snapapi26-0.8.4

   Note: If the directory with the necessary version is missing, e.g.:

   Directory: /usr/src/snapapi26-0.8.8 does not exist.

   Unpack the archive as follows:

   # cd /usr/lib/Acronis/kernel_modules/
   # tar xvfz snapapi26-0.8.8-all.tar.gz
   # mkdir /usr/src/snapapi26-0.8.8
   # mv /usr/lib/Acronis/kernel_modules/dkms_source_tree/* /usr/src/snapapi26-0.8.8/
   # sed 's/REMAKE_INITRD/#REMAKE_INITRD/' -i /usr/src/snapapi26-0.8.8/dkms.conf

3. Install and load the module manually:

   # dkms build -m snapapi26 -v 0.8.4 --config /boot/config-$(uname -r) --arch $(uname -p) --kernelsourcedir /usr/src/kernels/$(uname -r)
   # dkms install -m snapapi26 -v 0.8.4
   # modprobe snapapi26 
   # systemctl restart acronis_mms

4. Verify, that everything works as expected:

   # dkms status snapapi26 |grep installed
   snapapi26/0.8.4, 3.10.0-962.3.2.lve1.5.63.el7.x86_64, x86_64: installed 
   
   # lsmod | grep snap 
   snapapi26 50066 3 
   
   # systemctl status acronis_mms 
   ● acronis_mms.service - Acronis machine management service 
   Loaded: loaded (/etc/systemd/system/acronis_mms.service; enabled; vendor preset: disabled) 
   Active: active (running) since Tue 2021-12-23 10:40:52 -03; 8s ago 
   Main PID: 923109 (mms) 
   CGroup: /system.slice/acronis_mms.service 
   └─923109 /usr/lib/Acronis/BackupAndRecovery/mms 
   
   Dec 23 10:40:52 srv.wcorp53.com systemd[1]: Starting Acronis machine management service... 
   Dec 23 10:40:52 srv.wcorp53.com systemd[1]: Started Acronis machine management service.

After that, the backup can be reactivated again.

Useful links

Acronis Cyber Protect Cloud: installation or backup fails with C21.11 or C21.12 agent on CloudLinux7.9 or CloudLinux8.5 (8.x) due to REMAKE_INITRD in the dkms.conf file