59581: Acronis Cyber Protect Home Office, Acronis True Image: troubleshooting mobile backup

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Applies to: 

Last update: 24-03-2023

Acronis Cyber Protect Home Office and Acronis True Image 2017-2021 allow users to back up their mobile device(s) not only to Acronis Cloud, but to a folder on a local computer. Details can be found in Acronis Mobile Help or in the product user guide here.

This article describes troubleshooting steps you need to take if you are experiencing issues with Acronis Cyber Protect Home Office, Acronis True Image mobile app.

Installation fails

Make sure the version of your iOS or Android is supported. Acronis Cyber Protect Home Office supports these mobile operating systems:

  • iOS 12.0 and later (iPhone, iPod)

  • Android 7.0 and later

If you are using an earlier version of the program e.g. Acronis True Image 2021, please check its product documentation to know the supported operating systems.

If none of the steps above helped, collect the information and contact Acronis Support.

Sign in fails
 

  1. Make sure you are using the mobile application of Acronis Cyber Protect Home office:

    If you have downloaded Acronis Backup, you need to delete this app and download Acronis Cyber Protect Home Office mobile app instead. Acronis Backup is the app for Acronis Backup 12.5 - a business backup solution by Acronis.

  2. Make sure you are using the latest version of the app.
  3. Change password for your account and try to sign in with the new password. You can change password as described in this article.
  4. If none of the steps above helped, collect the information and contact Acronis Support.

Connection to computer fails

  1. Make sure you are using the latest version of the app.
  2. Make sure your computer and mobile device are connected to the same local network.
  3. Reconnect to the network once again.
  4. Make sure ports 58082 and 58081 are open on your computer. On your mobile device, type this address in address line:

    https://<computer`s IP or name>:58082
    https://<computer`s IP or name>:58081

    where <computer`s IP or name> is the IP address or the name of your computer.

    If you see any error message, you need to open port 58082 or 58081 (depending on which one gives the error) on your computer. See this article from wikiHow for help.

    Examples of test backups from Acronis mobile to a Laptop for both ports:
             
    The resulting screenshots of the same ports when they are blocked:
           

  5. The connection is considered to be working if a json-containing page opens. If the page doesn't load with any kind of error ("address invalid", "server stopped respoding", etc.), the ports need to be checked.
  6. If the connection still cannot be established, find the IP address of the mobile device (usually can be found in connection properties) and check if the mobile device can be pinged from the computer. If ping does not go through, most likely the connection is blocked by firewall.
     
  7. Re-install the application.
  8. If none of the steps above helped, collect the information and contact Acronis Support.

Backup fails

  1. Make sure you are using the latest version of the app.
  2. Make sure the destination where you want to save your backups is supported. With Acronis mobile app you can back up to:
    • a folder on your PC or Mac
    • a NAS device
    • Acronis Cloud

    You cannot back up to:

    • a shared folder on your PC or Mac
    • a removable drive
    • third-party cloud storages like Google drive and others
  3. Make sure you are backing up over the network. The app cannot back up to a computer if your mobile device is connected by USB, but is not connected over the network.
  4. If backup is stopped once you lock your phone, change the Wi-Fi settings of your device and let it use Wi-Fi while locked. For detailed instructions see this article: mobile backup pauses when device is in sleep mode.
  5. If none of the steps above helped, collect the information and contact Acronis Support.

Issues after Mobile backup to the local computer:

1. After a successful mobile backup “Browse files” does not work

  • Check if Acronis Drive is mounted and visible in Windows Explorer
  • Try browsing it manually via Windows Explorer

2. There is no Acronis Drive in the windows explorer

  • Make sure that acronis_drive.exe (Acronis Drive Service process) is running
  • If not – try creating a new archive (mobile backup)

3. When opening Acronis Drive from explorer you don’t see any mobile backups

  • Make sure that processes TrueImageMonitor.exe and mobile_backup_server.exe are up and running
    • TrueImageMonitor.exe / CyberProtectHomeOfficeMonitor.exe recognizes mobile backup and initializes its mounting
    • mobile_backup_server.exe provides data for mobile backup

4. Reproduce the issue and ensure that settings.xml file contains the Location Device Id "80182384-C6A0-4C3D-9B65-0D52874666F4".

On your PC, locate the file in the following folder:

  • Acronis True Image 2017-2021: %ALLUSERSPROFILE%\Acronis\TrueImageHome\AcronisDrive\settings.xml
  • Acronis Cyber Protect Home Office: %ALLUSERSPROFILE%\Acronis\CyberProtectHomeOffice\AcronisDrive\settings.xml

    Before and after connecting a mobile backup to the computer:
       

5. If none of the steps above helped, collect the information and contact Acronis Support.

More information

It is expected behavior that the backup archives of mobile devices and the memory space used are not displayed  in Web Restore because mobile archives are different from computer archives. Acronis is working to make the two types of archives compatible and visible in Web Restore.