59359: Acronis True Image 2017: troubleshooting Acronis Notary

Also read in:

use Google Translate

Operating Systems: 

    Last update: 08-05-2020

    Acronis Notary is a service available in Acronis True Image 2017 New Generation.

    What is Acronis Notary

    Acronis Notary is a universal solution based on Blockchain technology and used for timestamping and fingerprinting any data objects and streams. After a backup, Acronis True Image 2017 New Generation calculates and sends file hash codes to the Acronis Notary service. A hash code is a unique number of fixed size that is produced by a hash function. The code mathematically defines an arbitrary set of data, for example, a backup file. Any change of the backup file leads to a change of its hash code. When Acronis Notary receives hash codes of your files, it calculates a new single hash code and sends it to the Ethereum Blockchain-based database. See more information about Ethereum at https://www.ethereum.org/.

    For Ethereum nodes, Acronis Notary uses Chainstack as a managed blockchain services provider.

    Every notarized file has a notarization certificate, which is documentary proof that the file is protected with the Blockchain technology. A certificate contains general information about the file and technical details that allow you to manually verify the file authenticity.

    What to do, if the notarization certificate is not created

    1. Check whether the affected file has a digital signature. These files are excluded from notarization.
      1. Right-click the file.
      2. Navigate to Digital Signatures.
      3. If the file has a digital signature, it will not be notarized:
    2. Check whether notary.acronis.com is available either by opening notary.acronis.com in a web browser or by using the ping command:
      1. Open Command prompt: Start -> search -> type cmd and press Enter.
      2. Issue:
        ping notary.acronis.com

      If you see this error message, either you are experiencing a network issues or Acronis Notary service is temporary unavailable and cannot accept requests (it could be due to maintenance procedures). Make sure connection to the Internet is stable and you can access other websites. Reattempt notarizing files later.

      If you see the message stating the packages have been successfully received, Acronis Notary service is available. Continue with steps below.

    3. Check if Acronis Managed Machine Service Mini is running. If it is not, please start it and retry your backup attempt.
      On Windows:

      1. Open Windows Services: Start -> search -> type services.msc and press Enter.
      2. Locate Acronis Managed Machine Service Mini.
      3. Check the Status column. If the service is not started, start it:

      On macOS it is a plain process: 

      1. Open Terminal.: open Finder -> Applications -> Utilities -> Terminal
      2. Issue:
        ps -ax | grep mms_mini
      3. If it is not running, restart your Mac.
    4. Make sure that Acronis Managed Machine Service Mini is ready to accept connections.
      In Windows use the telnet command on port 58091. For detailed instructions see this article.
      telnet localhost 58091
      In MacOS you can perform the following command in the terminal: 
      telnet localhost 58091
    5. Check atih_services_addon logs.
      Windows: %ProgramData%\Acronis\TrueImageHome\Logs
      Mac: /Library/Logs/Acronis
      Every time a file or a group of files are notarized, there should be a respective line in logs, like:

      2016-11-21T19:29:32.236 | 2 | 0x001 | 0x0000 | Notarization: processed 3 files


      The first column is a timestamp. If your files are notarized, but there is still no certificate in 10-20 minutes, the issue is on the Notary side. If such line for your files is missing, the issue is on the Acronis True Image side. Collect system report and contact Acronis Support.