39220: True Image 2013 by Acronis: Backup of Big Files to Online Storage Fails with "Failed to Upload Data to Data Server. Check Your Internet Connection or Try Again Later"

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Backup of big files to online storage fails with "Failed to upload data to Data server. Check your Internet connection or try again later".

This article applies to:

  • True Image 2013 by Acronis: Only German (DE) and French (FR) versions are affected

Symptoms

When using Acronis Online Backup with True Image 2013 by Acronis and:

  • You are using True Image 2013 by Acronis and Acronis Online Backup subscription in German or French language;
  • The data to back up online contains one or more files with a size greater than 10000 KB (10 GB);
  • The backup operation fails with:

    Failed to upload data to Data server. Check your Internet connection or try again later

Cause

This is an issue in product.

This has been fixed. You can download the hotfix as described below.

The fix will also be included in the next officially released build of True Image 2013.

Solution

To use the hotfix:

  1. Make sure that build 5551 is installed;
  2. Close True Image 2013 by Acronis if running;
  3. Download, unpack and install this hotfix for the used language:
    1. For the German version, please use this hotfix: atihsoho_hotfix_32015_de-de.zip;
    2. For the French version, please use this hotfix: atihsoho_hotfix_32015_fr-fr.zip;
  4. Apply the following changes in the config.xml file:
    1. Open Windows Explorer and navigate to following folder (where you have to use your email address from the used account on Acronis website): 

      Users\Acronis\TrueImageHome\OnlineBackup\your_email@mail.com\

    2. Open the file config.xml with an text editor (e.g. notepad) and apply following changes:
      1. Change field RequestTimeout to 300;
      2. Change field MaxReconnectTries to 10;
      3. Change field ReconnectDelayInSeconds to 30;
        The modified file should look like this:
        <RequestTimeout>
        300
        </RequestTimeout>
        <MaxReconnectTries>
        10
        </MaxReconnectTries>
        <ReconnectDelayInSeconds>
        30
        </ReconnectDelayInSeconds>
      4. Save the file.

More information

See True Image 2013 by Acronis.

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