60108: Acronis Backup 12.5: synchronization with Acronis account fails

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Applies to:

Symptoms

  1. You open Acronis Backup web console and navigate to Settings -> Licenses.
  2. You click Sync.
  3. The error appears:
    Acronis account xxx synchronization failed

Solution

  1. Open elevated command prompt: Start -> Search -> type cmd -> right-click cmd.exe and click Run as administrator.
  2. Start Acronis Shell by issuing:
    "C:\Program Files\Acronis\PyShell\bin\acropsh.exe"
  3. Run the following commands
    import socket
    s = socket.socket(socket.AF_INET, socket.SOCK_STREAM)
    s.connect(('69.20.59.103', 443))
     
    If you get no response, this means that the connection was established without issues:

    Otherwise, you see a connection error:
  4. Run the following commands to verify connection to the second IP address of Acronis account server 69.20.59.102:
    s = socket.socket(socket.AF_INET, socket.SOCK_STREAM)
    s.connect(('69.20.59.102', 443))

In most cases, if you see a connection error, you should check your firewall and make sure you can connect to Acronis account server using port 443. You can check open ports with the telnet command.

In case the connection can be established, contact Acronis Customer Central for further troubleshooting.

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