Acronis Backup Cloud: Restoring Connection to Acronis Backup Cloud Management Console

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Symptoms

You have Backup Client installed on your machine, but the machine is shown as offline in Backup Management Console and can’t be managed. Backups do not run.

Cause

Backup Client lost connection to Cloud servers due to expired or lost encryption keys.

NOTE: All the configuration information and existing cloud backups are stored safely on the Cloud servers even if the connection between Backup Client and Cloud servers is lost.

Solution

Use this method to re-establish secure connection between Backup Client and Cloud servers:

Windows OS

  1. Download CloudConnector utility and save it on the machine where Backup Client is installed:

Windows 8
Windows 10
Windows 2012
Windows 2012R2

    Download link
    Note: .Net framework 4.0 required.

    Windows 2008R2
    Windows SPS 2011
    Windows 7
    Windows XP (install .NET framework 2.0 manually beforehand)
    Windows 2003 (install .NET framework 2.0 manually beforehand)

    Download link
    Note: .Net framework 2.0 required.

    1. Run CloudConnector utility under Administrator account. If you are logged in under a non-administrator account, you need to select Run as Administrator from the context menu:
    1. If CloudConnector utility prompts for your login and password – you need to enter credentials for your Acronis Backup Cloud account:
    1. If you want to automate execution of the utility on several machines, you can run CloudConnector utility in non-interactive mode by specifying “/silent” command line option, e.g:
      C:\CloudConnector.exe /silent
    1. Alternatively, if you have any problem running CloudConnector utility (or when Backup Client is running on Microsoft Windows XP or Microsoft Windows Server 2003 and you don’t want to install .Net 2.0 framework), you can do manual re-registration:
      1. Press Win-R and type ‘cmd’ to open Command Prompt.
      2. Navigate to C:\Program Files\BackupClient\BackupAndRecovery:
        cd "C:\Program Files\BackupClient\BackupAndRecovery"
      3. Run following command using your Acronis Backup Cloud account credentials:
        register_msp_mms.exe register https://cloud.acronis.com <cloud account> <password>

    Linux OS

    1. Download CloudConnector utility and run it on the machine where Backup Client is installed under root user:
      # wget http://dl2.acronis.com/u/tools/CloudConnector/cloud_connector.py
      # sudo su
      # acropsh cloud_connector.py
    1. In case CloudConnector utility failed for any reason, open Terminal and run the following command under user root:
      # sudo –u root /usr/lib/Acronis/BackupAndRecovery/AmsRegisterHelper register https://cloud.acronis.com <cloud account> <password>
      where <cloud account> and <password> are credentials for your Acronis Backup Cloud account.

    OS X

    1. Download CloudConnector utility and run it under root user on the machine where Backup Client is installed:
      # wget http://dl2.acronis.com/u/tools/CloudConnector/cloud_connector.py
      # sudo -u root acropsh cloud_connector.py
    1. In case CloudConnector utility failed for any reason – open terminal window and execute the following command under user root:
      # sudo -u root "/Library/Application Support/BackupClient/Acronis/BackupAndRecovery/AmsRegisterHelper" register https://cloud.acronis.com <cloud account> <password>
      where <cloud account> and <password> are credentials for your Acronis Backup Cloud account.
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