Network connectivity problem can take place if any antivirus is working on source or/and target computers. Beside that, the antivirus software may have its own firewall that can block the traffic even if real-time shields are stopped.

If you have any problem with network connection (e.g. you are not able to back up onto NAS or any other network share), follow these steps.

• First of all, try to use ping command to check if the network share is reachable: Go to Start -> cmd -> type ping XXX.XXX.XXX.XXX (where "XXX.XXX.XXX.XXX" - IP address of the target). For more information, see http://technet.microsoft.com/en-us/library/bb490968.aspx
  
• If Antivirus is installed, make sure that the antivirus shields are disabled. Also, all Acronis-related files and source/target  IP addresses should be added in the exclusion list of the antivirus/firewall. How to add them to the exception list on the most common antivirus software, see below:

Settings of the most common antiviruses:

AVAST! Free Antivirus:

1. Double-click on the tray icon of AVAST;
2. Click “REAL-TIME SHIELDS” on the left side menu to expand the list of shields;
3. Select “File System Shield” and then click “Expert Settings” button;
   
4. From the left side menu of the “File System Shield Setting” window, select “Exclusions”;
5. Move the mouse cursor onto the “Browse” button and click it;
   
6. Tick the following folders:
   Windows x86:
   C:\Program Files\Acronis\
   C:\Program Files\Common Files\Acronis\

   Windows x64:
   C:\Program Files (x86)\Acronis\
   C:\Program Files (x86)\Common Files\Acronis\
   and click “OK” button;
   

7. “R”, “W”, “X” (“Read”, “Write”, “Execute”) options should be checked -> click “OK” button;

   

AVAST! Internet Security:

1. To add the Acronis-related folders to exclusions in this antivirus, double-click on the tray icon of AVAST -> select “SECURITY” tab -> select “ANTIVIRUS” from the navigation pane (the left side menu) -> then see the above description (from step 3);
2. Click “FIREWALL” on the left side menu of the “Security” tab to expand the list of options;
3. Select “Firewall Settings” -> Click “Settings” button and select “Friends” option from left side menu of the “Settings” window;
   
4. Check if IP addresses of your network are in the range of trusted IP addresses that presented in the list. If so, just click “OK” (“Cancel”) button. If not, specify a new range of IP addresses of your network and then click “OK” button;
   
5. On the main screen, select “Application Rules” and allow all connections for all Acronis components:
   

Avira 2013 Free Antivirus:

1. Double-click on the tray icon of the antivirus;
2. Select “Real-Time Protection” option from the navigation pane and click “Configuration” button:
   
3. Expand “Scan” option and select “Exceptions”:
4. Click browse button and add the following folders, one by one:
   Windows x86:
   C:\Program Files\Acronis\
   C:\Program Files\Common Files\Acronis\

   Windows x64:
   C:\Program Files (x86)\Acronis\
   C:\Program Files (x86)\Common Files\Acronis\
   

5. Click “OK” button:>
6. Paid version of the antivirus (Avira Internet Security) has a firewall: select “FireWall” from the navigation pane of the main screen and click “Configuration” button;
   
7. Select “Application rules” and make sure that all components of Acronis True Image have “Allow” value in the “Actions” column. If not, just click on the value several times to set the appropriate value. Click “OK” button to save the changes.
   

Microsoft Security Essentials

1. Double-click on the tray icon of the antivirus;
2. Open “Settings” tab;
3. Choose “Excluded files and locations”;
4. Click “Browse” button and select the following folders:
   Windows x86:
   C:\Program Files\Acronis\
   C:\Program Files\Common Files\Acronis\

   Windows x64:
   C:\Program Files (x86)\Acronis\
   C:\Program Files (x86)\Common Files\Acronis\
   

5. Click “Add” button:
   
6. Click “Save changes” button:
   

Norton 360 (v.20.4):

1. Double-click on the tray icon of the antivirus;
2. Select “Settings” tab;
   
3. Select “Firewall”;
   
4. Select “Traffic Rules” tab and click “Add” button;
   
5. Select “Allow” option and click “Next” button;
   
6. Select “Connections to and from other computers” option and click “Next” button;
   
7. Select an appropriate option that you wish to use. If you want to allow access to specific computers, select “Only the computers and sites listed below” option and click “Add” button to add them in the list. You can add: computers or sites by name or IP; a range of IP addresses; IP address of one PC you want to allow access to.
   
   Click “OK” button after selecting the appropriate option and then click “Next” button;
   
8. Select “TCP and UPD” protocol, “All type of communications” option and click “Next” button;
   
9. Click ”Next” -> “Next” -> “Finish” buttons to finish the adding of the new rule;
10. Click “Apply” and “Back” buttons:
    
11. Select “Antivirus”;
    
12. Go to “Scans and Risks” tab;
13. By clicking “Configure” links, add the following folders:
    Windows x86:
    C:\Program Files\Acronis\
    C:\Program Files\Common Files\Acronis\

    Windows x64:
    C:\Program Files (x86)\Acronis\
    C:\Program Files (x86)\Common Files\Acronis\
    

14. Close the settings window and close the main console of antivirus.

 

If the above steps does not help, collect the following information while reproducing the problem and contact Acronis Support:

1. Acronis System Report.
2. If Antivirus is not removed from system, Process monitor log (PML) has to be collected, too. (http://kb.acronis.com/content/2295).