45626: Acronis Backup to Cloud: Troubleshooting Subscription Activation Issues

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    Last update: Wed, 2019-09-04 22:33

    To be able to back up a machine to the online storage, you need to purchase and activate a subscription to the Acronis Backup to Cloud (Acronis Backup & Recovery Online) service.

    Follow these steps to troubleshoot Subscription Activation Issues:

    1. Prerequisites

    Complete all steps before proceeding to error troubleshooting step.

    1.1. Product matches subscription

    To be able to use Acronis Backup to Cloud (Acronis Backup & Recovery Online) subscription Acronis software should be installed.

    1.2. Acronis Backup to Cloud is available

    Make sure Acronis Backup to Cloud (Acronis Backup & Recovery Online) is available in your country. See Acronis Cloud Storage: list of supported countries

    1.3. Operating system matches subscription

    Choose a subscription based on the operating system your machine is running. See: Web-Help: Choosing a subscription

    1.4. E-mail contains basic latin letters only

    E-mail address the subscription is registered under should contain basic latin letters only. Other symbols are not accepted.

    1.5. Ports are open

    Make sure that necessary ports are open. Check ports as described in Acronis Online Backup Access Ports and Hostnames

    If all steps above have been executed and issue still persists, go to collect information step.

    2. Collect information

    Collect following information and contact Acronis Customer Central.

    3.1. Acronis Online Backup Account E-mail

     Note the E-mail tied to Acronis Online Backup account.

    3.2. System Report

    Collect System Report from the machine in question: see instruction for Acronis Backup 11.7/11.5 Generating System Report, if this fails for any reason, you can use this AcronisInfo Utility

    3.3. Network Tracing Log

    If this does not help, or if the certificate is not downloaded automatically, ask to close Acronis Backup to Cloud (Acronis Backup & Recovery Online), then reproduce the issue and get Wireshark log. Note that for issues related to Acronis Backup to Cloud (Acronis Backup & Recovery Online) the WireShark (general instructions Collecting PCAP Logs) should be collected in a particular manner. The correct way to collect the WireShark log is the following:
    - start WireShark utility
    - go to I nterfaces - Capture
    - select the necessary interface from the list
    - go to Options

    - in the options, tick "Limit each packet to" and type in 64
    - in Capture Filter type tcp port 443 or tcp port 44445
    - in case you know that backup will not fail immediately, it means WireShark should be executed during some extended time (20 minutes +) it is a good idea to write the information to a file right after start. For this, use the option Capture File (select destination and type in a name of the file)

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