45527: Acronis True Image: Troubleshooting Network Connection Issues

    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
    • Try to use THIS SCHEME to troubleshoot the issue (scheme in .htm format; contains clickable links)
    • 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:

    If the above steps does not help, collect the following infromation while reproducing the problem and contact Acronis Customer Central:

    1. Acronis System Report.
    2. WireShark log (PCAP log) - How to collect it, see ( http://kb.acronis.com/content/1763).  Provide IP addresses of the source and the target.
    3. If Antivirus is not removed from system, Process monitor log (PML) has to be collected, too. (http://kb.acronis.com/content/2295).


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