47168: Acronis True Image: Troubleshooting Sync

    The Sync feature allows you to synchronize your data between multiple computers and with Acronis Cloud.

    Prerequisites

    1. Make sure the data and storage types you are trying to synchronize are supported. See product documentation.
    2. Computer, where you want to use synchronization, should have an Internet connection. It is required for registering synchronization tasks, regardless of whether they use Acronis Cloud or not. For those that use Acronis Cloud broadband is recommended, although slower links will also work with increased time of the first synchronization run.

    3. Internet connection must not use proxy (user guideKB article).
    4. Acronis processes and server addresses must not be blocked in firewall settings, in the system file "hosts" and by any other security-related software.
    5. The required ports TCP 443, 44445, 55556 must be opened.
    6. The product must be installed and activated.
    7. Acronis account must exist and the product should be signed into that account. Check if the email address of your Acronis account is displayed under Account tab in the product. If you accidentally or intentionally indicated a different email address during purchase, the purchased license was automatically registered to that address. Either sign into that Acronis account or move the license between accounts at account.acronis.com as explained here.
    8. If synchronization task uses Acronis Cloud, there must be enough free space in your Acronis Cloud to accommodate the data you want to synchronize. See your Acronis Cloud status under the Account tab. To buy more Cloud storage, click "Upgrade" under Account tab. More on expanding Cloud storage here.
      Users of the Standard license ("Perpetual", "One-Time Purchase") who didn't inherit Cloud storage from earlier versions of Acronis True Image, should upgrade to Advanced or Premium editions to be able to use Acronis Cloud. Both are subscriptions. Acronis Cloud cannot be purchased separately for Standard license, without moving to a subscription edition. Click "Upgrade" under Account to upgrade. See more here.

    Troubleshooting

    1. Log out from your account in Acronis True Image, close the program, start Acronis True Image, log in again
    2. Issues with the Sync feature can be workarounded by recreating the Sync:
      • Remove old sync task.
      • Create new sync task with same settings as in the original sync-task.
      If you have a sync with Acronis Cloud from only one computer, deleting a sync task will remove associated sync data from Acronis Cloud. To keep the data already synced to Cloud, it is recommended to join the sync task from another computer before deleting sync task
    3. If simple removal of sync task does not resolve the issue, remove old sync task and delete .sync folder:
      • Delete old sync task
      • Stop Acronis Sync Agent Service: press the key combination Ctrl+Shift+Esc on the keyboard to open Windows Task Manager. Go to Services tab. Right-click on Acronis Sync Agent Service and select Stop in the drop-down menu:

      • Delete the hidden .sync folder in the folder that you are trying to synchronize. To be able to see hidden folders, follow these instructions;

      • Rename the following folder C:\ProgramData\Acronis\SyncAgent to "SyncAgent_old"
      • Start Acronis Sync Agent Service: press the key combination Ctrl+Shift+Esc on the keyboard to open Windows Task Manager. Go to Services tab. Right-click on Acronis Sync Agent Service and select Start in the drop-down menu:

      • Create new sync task with the same settings as the original task
    4. This step is recommended for advanced users: open Event Viewer from Windows Start menu, navigate to Windows Logs - Application and look for "Application Error" events mentioning Acronis in the text body of the message. They indicate an application crash and could be investigated by Acronis using the corresponding application dumps - see Acronis Software: Troubleshooting Application Crashes

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