57141: Acronis Files Connect: Connecting from a Mac

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Last update: 06-12-2018

How to connect from a Mac

  1. From the Finder, click on the Go menu and then Connect to Server.
  2. Type afp:// and then the name of the server. For example, afp://server.mycompany.com.
  3. Then select the volume you want to mount.


How to troubleshoot connection issues

1. First of all, make sure you are connecting with the afp:// prefix from the Finder. If you connect with smb:// you'll be connecting with the Windows SMB protocol and won't get the benefits of Acronis Files Connect.

Please note: Mac clients can connect via SMB as well (we don't change that) as longs as SMB shares are defined. However, it's really not recommended for a Mac client to connect to the same volume using both AFP and SMB at the same times as the Finder can get confused. If you really need to switch back and forth, then you should dismount the SMB volume before connecting via AFP (and vice versa).

2. Check the Acronis Files Connect Administrator console and make sure it shows «File Server services running normally». If you’re getting an error connecting to server it could be that the service is running but sharing has been suspended.

3. Try connecting to just the server address without specifying a share. For example, try afp://fileserver.mycompany.com rather than afp://fileserver.mycompany.com/Testing. If you try to specify a specific share name that isn't available you'll get a message «There was a problem connecting to the server. Check the server name or IP address, and then try again. If you continue to have problems, contact your system administrator» (see below for more details). You may also be able to see the server by clicking the «Browse» button.

4. If specifying a specific share, keep in mind that the name is case-sensitive. For example, a share named Marketing in the Acronis Files Connect Administrator would be accessible at afp://fileserver1.mycompany.com/Testing but not at afp://fileserver1.mycompany.com/testing.

5. Try connecting by IP address to rule out issues with DNS.

6. Make sure the server is bound to the domain if you're intending to use domain logins. If it's not bound it will only be able to authenticate local Windows accounts. Also Kerberos logins will not be supported if it's unbound.

7. Try restarting the Acronis Files Connect service. Note that if the IP address of the server was changed, Acronis Files Connect will not start using the new address until the service has restarted.

8. Check the Windows firewall. Is it allowing connecting to Acronis Files Connect on port 548?

9. Does the server have teamed NICs? Configuration issues with teamed NICs can prevent connections.

If you get the error «There was a problem connecting to the server. Check the server name or IP address, and then try again. If you continue to have problems, contact your administrator», then distinguish between these situations:

1. Do you get the error right after entering a username and password?
If so, try specifying the domain before the username, for example: mycompany\myusername

2. Does the error appear after about 20 seconds of «Connecting to [your server address]» with no login prompt at all?
If so, this can be a sign that a firewall is interfering with port 548 traffic. This can be the case even if a telnet session to port 548 on the server connects. A quick test in this situation is to change Acronis Files Connect to use another port, possibly a standard one like 443. Then try to connect by appending that non-standard port, e.g., afp://10.X.X.X:443. If it connects that is strong evidence that there’s a firewall in the middle. While you could continue to use a non-standard port, it would be very inconvent for users to have to append the port number for each connection, so it would be best to work with your network team to allow connections on port 548.

If you get the error «The version of the server you are trying to connect to is not supported»:

1. Test disabling Kerberos the setting Acronis Files Connect Administrator console > Settings > File Server > Login Methods > "Allow Kerberos Logins", leaving "Allow Encrypted Logins" enabled. If that works around the issue but you do want Kerberos logins enabled, proceed as follows:

– Make sure the server is bound to the domain. Kerberos logins will not work with local Windows accounts on servers not bound to a domain.
– For Files Connect deployments that use the network reshare feature, make sure all the steps at Network Reshare and Kerberos authentication have been followed.
– Confirm the setting at Acronis Files Connect Administrator console > Settings > File Server > Login Methods > "Allow Kerberos Logins" is enabled.
– Confirm the Mac is bound to the same domain as the server and the Mac operator is logging into the Mac with their domain account and they are getting a Kerberos ticket.
– Confirm that the Service Principal Name (SPN) entries for the server are set properly. The most common issue is duplicate SPNs in the domain, which will block Kerberos logins in Files Connect. Remove all "afpserver" SPNs for the server and restart the Files Connect service and test again.

Additional options

If these steps do not resolve, please contact Acronis Mobility Support