59792: Acronis True Image: backup to Acronis Cloud fails with "Write error", "Error occurred while writing the file" or "FES request failed"

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Operating Systems: 


1. Backup to Acronis Cloud using Acronis True Image 2017 or 2018 fails.

2. When you click on the red X or || icon to see details, the error says "Write error", "Error occurred while writing the file" or "FES request failed":


Reattempt the backup in a few minutes. If it still fails, proceed with the instructions below.


The present instructions apply only if the backup goes to Acronis Cloud. If the backup is saved elsewhere (NAS, external USB disk, internal disk, FTP server etc), use KB49502 instead.

If the errors "Write error", "Error occurred while writing the file" and "FES request failed" are not resolved after reattempting the backup:

1. Make sure that no backups are currently running.

2. Close Acronis True Image window.

3. Open Windows Start menu, type cmd, right-click Command Prompt or cmd.exe and select Run as administrator. A black command-line window will open.

4. Copy the lines below one by one and paste them into the command-line window, pressing Enter after each line:

setx ASC_TRACE_LEVEL info /m

reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\TrueImageHome\Settings" /v TraceLevel /t REG_DWORD /d 0 /f

reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\TrueImageHome\Settings" /v TraceLevel /t REG_DWORD /d 0 /f

5. Reboot the computer for changes to take effect.

6. Open Acronis True Image.

7. Run the faulty backup and when it interrupts again, save a screenshot of the error message.

8. Switch to the Help tab of Acronis True Image.

9. Click Generate system report, wait until the report is created and save it.

10. Compress the folder C:\ProgramData\Acronis\TrueImageHome\OnlineBackup in zip or any other archive format.

11. Contact Acronis Customer Central with the screenshot of the error message, system report and compressed OnlineBackup folder.

12. After the investigation is finished, the issue root cause is found and fixed, disable the extra logging by running the commands below:

reg delete "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Environment" /v ASC_TRACE_LEVEL /f

reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Acronis\TrueImageHome\Settings" /v TraceLevel /t REG_DWORD /d 2 /f

reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Acronis\TrueImageHome\Settings" /v TraceLevel /t REG_DWORD /d 2 /f


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