In order to investigate the problem accessing Acronis Online Storage the following steps should be performed:

1. First of all please check that the problem is not related to a connection issues to Acronis Online Storage servers. The ports and addresses that are use can be found in the Acronis Backup to Cloud Access Ports and Hostnames article. The connection should be checked from the server where the Acronis Backup for VMware Agent is installed or from the Virtual Appliance. If Virtual Appliance is used then the commands should be executed from the commane line (log in to vSphere Client, open the console of Acronis Backup for VMware Virtual Appliance, press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2 to switch to the command line interface);
2. Check if there is the correct Acronis Online Backup subscription is activated. More information can be found on the Web Help on Acronis web-site. 
3. If the connection is OK and the Acronis Online Backup subscription is activated then the debug logs of failed operation are required. To capture these logs the steps described in Acronis vmProtect: Collecting Debug Logs for Virtual Appliance and Windows Agent article can be used.
4. Reproduce the problem and capture screenshots with all the steps performed and the error message received during the attempts to access the Acronis Online Storage.
5. In addition to the debug logs and the screenshots the Acronis Online Backup certificate is required. If Windows Agent is used then the certificate is stored on the Windows server:
6. Windows Vista, Windows 7, Windows 8, Windows Server 2008, Windows Server 2012: C:\ProgramData\Acronis\vmProtect\OnlineBackup\<user_email>
7. Windows XP, Windows 2003: C:\Documents and Settings\All Users\Application Data\Acronis\vmProtect\OnlineBackup\<user_email>

     If the Virtual Appliance is used then the following steps should help to get that information:

• Install the WinSCP utility which you can get from http://winscp.net/eng/download.php. WinSCP (Windows Secure CoPy) is a free and open source SFTP, SCP, and FTP client for Microsoft Windows. Its main function is to secure file transfer between a local and a remote computer. Beyond this, WinSCP offers basic file manager and file synchronization functionality.
• Log in to vSphere Client and open the console of Acronis Backup for VMware Virtual Appliance. Write down or remember the IP address of it.
• Press CTRL-SHIFT-ALT-SPACE-F1 and then ALT-F2 (this will bring you to the command line interface);
• In the console please type this command: /bin/sshd
• Launch the WinSCP utility on the machine where you installed it;
• In the host machine field type your Acronis Backup for VMware Virtual Appliance IP (recorded on Step 2), the same as in the vSphere console. The default login:password is root:root (the password may differ if you changed it via web console at Configure -> Agent Password).
• The protocol should be set to SCP and then click on log in;
• You will get a window with all the directories of the Appliance (Windows Commander-like interface). Here you should browse the /Var/Lib/Acronis/vmProtect/OnlineBackup/email folder and download the Cetrificate (.crt-file).

  In order to investigate the issue accessing the network shared folders the following steps should be performed 

1. First of all please try to access the network share using its IP address. If there are DNS issues and the share cannot be accessed using the DNS name of the NAS or the server with the share then accessing it via the IP address should resolve the problem.
2. Disable the Firewall on the server with the network shared folder and on the Windows Server with Acronis Backup for VMware Agent installed and check the behavior. 
3. If the problem accessing the share using its IP address and when the Firewalls are disabled still persists then check if the server can be accessed from the Windows Server with Acronis Backup for VMware Agent installed or from the Virtual Appliance using "ping IP_ADDRESS_OF_NETWORK_SHARE_SERVER" command. If the Server cannot be accessed using the ping command then the issue is related to the environmnet. Please check the network connections can be performed between the subnet where the network shared folder is located and the subnet with the Virtual Appliance or the Window Server with Acronis Backup for VMware Agent is installed.
4. If the Server with the network share can be accessed using the "ping" command from the Virtual Appliance or the Windows Server with Acronis Backup for VMware Agent installed then try to access the share from any Windows servers to check if the share can be accessed from another machines. Please also try to use the administrator's account to access the share.
5. If the problem still persists (when the server or NAS with the share can be pinged and the share can be properly opened on other Windows servers but it cannot be accessed using Acronis software) the following information should be captured:

• Reproduce the issue and capture the debug logs of failed operation. To capture these logs the steps described in Acronis vmProtect: Collecting Debug Logs for Virtual Appliance and Windows Agent article can be used.
• If Acronis Backup for VMware Agent installed on Windows Server is used then the Wireshark logs should be captured. The inforamtion how to capture these logs can be found in Collecting PCAP Logs article.
• Provide the detailed decription about the network share that is used to access 

1. First of all please try to access the FTP/SFTP server using its IP address. If there are DNS issues and the FTP/SFTP share cannot be accessed using the DNS name of the NAS or the server then accessing it via the IP address should resolve the problem.
2. Disable the Firewall on the server with the FTP/SFTP share and on the Windows Server with Acronis Backup for VMware Agent installed and check the behavior.
3. If the problem accessing the FTP/SFTP server using its IP address and when the Firewalls are disabled still persists then check if the server can be accessed from the Windows Server with Acronis Backup for VMware Agent installed or from the Virtual Appliance using "ping IP_ADDRESS_NETWORK_SHARE_SERVER" command. If the Server cannot be accessed using the ping command then the issue is related to the environmnet. Please check the network connections between the subnet where the FTP server is running and the subnet with the Virtual Appliance or the Window server with Acronis Backup for VMware Agent is installed.
4. If the FTP server can be accessed using the "ping" command from the Virtual Appliance or the Windows Server with Acronis Backup for VMware Agent installed then try to access the FTP share from any Windows servers to check if the share can be accessed from another machines. Please also try to use the administrator's account to access the share.
5. If the problem accessing the FTP server still persists but it can been pinged from the server with Acronis Backup for VMware Agent or Virtual appliance then the following information should be captured:

• Reproduce the issue and capture FTP Log
• Provide the detailed information about FTP server that is used (FTP client, the NAS model, if Active/Passive FTP mode is used)