Metrofile Cloud Backup & Protect - Backup Failures from Microsoft Update KB5083769

Incident Report for Metrofile Cloud

Resolved

VSS Writer issues have been resolved with the latest Microsoft Update, we are happy that client systems are backing up.

If you are still having issues backing up, please contact support@metrofilecloud.com to assist.

Posted May 27, 2026 - 16:11 SAST

Monitoring

Microsoft has confirm that their recent update has resolved the VSS issue affecting Windows 11 machines backing up with Acronis.

Please update your systems to KB5089549 released on the 12th of May, and run a test backup.

https://care.acronis.com/s/article/Acronis-Cyber-Protect-Cloud-Backup-fails-with-The-backup-has-failed-because-Microsoft-VSS-has-timed-out-during-the-snapshot-creation-after-installing-Windows-11-update-KB5083769?language=en_US

Please contact support@metrofilecloud.com for additional information or if the issue persists.

Posted May 18, 2026 - 12:21 SAST

Identified

Dear valued Resellers and Customers,

We are currently tracking a known issue following Microsoft’s April 2026 security update (KB5083769). This update is causing backup failures across multiple backup platforms.

THE ISSUE

The Microsoft update blocks a specific vulnerable kernel driver used for managing backup images. This results in Microsoft VSS timeouts during the snapshot process.
• Error Message: "The backup has failed because Microsoft VSS has timed out during the snapshot creation."
• Scope: This is a broad Windows 11 issue affecting multiple backup vendors; it is not a security vulnerability within Acronis itself.

CURRENT STATUS & WORKAROUNDS

• Official Guidance: Microsoft does not recommend a broad uninstallation of this security update.
• Risk-Based Decision: If backups are business-critical on an affected system, you may consider temporarily deferring or removing the update. This should be evaluated as a short-term, risk-based workaround until a permanent fix is released.
• Resources: Microsoft KB5083769
https://support.microsoft.com/en-us/topic/april-14-2026-kb5083769-os-builds-26200-8246-and-26100-82…
• Acronis Support KB Article
https://care.acronis.com/s/article/Acronis-Cyber-Protect-Cloud-Backup-fails-with-The-backup-has-fai…

OUR ACTION PLAN

Our team is actively monitoring backup statuses across all managed platforms. If you detect the VSS timeout error on your systems, please contact our support team immediately so we can document the impact and assist with manual remediation.

COMMUNICATION

We will revert with any feedback from Microsoft to install the new KB that gets released to fix the VSS timeout and backup failures.
Please reach out to support@metrofilecloud.com for any support or queries.

Posted May 06, 2026 - 12:54 SAST

This incident affected: Backup and Protect (Backup Storage).