4956: Connection to Acronis Backup & Recovery 10 Agent Fails with 'The server has refused connection'

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Operating Systems:

This is an issue with SSL authentication

  • Acronis Backup & Recovery 10 Advanced Workstation
  • Acronis Backup & Recovery 10 Advanced Server
  • Acronis Backup & Recovery 10 Advanced Server - Virtual Edition
  • Acronis Backup & Recovery 10 Advanced Server - Small Business Server Edition

Symptoms

  1. In Acronis Backup & Recovery 10 Management Console you select Manage a remote machine to connect to Acronis Remote Agent, or attempt to add a machine to Acronis Management Server
  2. The connection fails with an error message similar to the following one:

    Cannot connect to <machine name>
    The server has refused connection

Cause

This is an issue with SSL authentication between Acronis Remote Agent and Acronis Management Console or Acronis Mangement Server.

Solution

  • Make sure you specify a fully qualified domain name (e.g. mymachine,mydomain.com) when connecting to the remote machine and provide the credentials in the domain\username format;
  • On the machine with the Acronis Agent reinstall the self-signed certificate:
    • Hit Start-Run -> cmd;
    • Navigate to:
        Windows 32 bit: C:\Program Files\Common Files\Acronis\Utils
        Windows 64 bit: C:\Program Files (x86)\Common Files\Acronis\Utils
    • Issue the following command:

      acroniscert.exe --reinstall

  • On the machine with the Acronis Agent restart the Acronis services:
    • Hit Start-Run -> services.msc;
    • Right-click on the following services and click Restart:
        Acronis Managed Machine Service
        Acronis Remote Agent

More information

If the issue persists, please contact Acronis Customer Central with a reference to this article and the following information:

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