60166: Acronis True Image: "An error occurred either during connection or on the server" when trying to access a Cloud backup

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Symptoms

  1. You have a backup stored in Acronis Cloud.
  2. When you click the Reconfigure, Recovery buttons or try to perform any other operation with the backup, a notification message appears, saying "An error occurred either during connection or on the server. Check your Internet connection, or try to sign out, restart the program and sign in again"

Description

The error message occurs when the program is synchronizing the Cloud backup's metadata (a catalogue, used for browsing backup contents and versions) with the local cache. It may take from a second up to an hour for extremely large backups and slower Internet connections.

Local backups are not affected and are fully accessible during that period.

Solution

Try again in a minute. If the issue persists, leave the program's window opened for a longer time, up to an hour. You can minimize it to the task bar (but not to the system tray though), but do not close the main program window.

If you cannot wait that long and need to recover a file or folder, use the web interface for that.

Further troubleshooting

Disable antivirus/firewall temporarily as they might be the cause. Then check again.

If the issue persists, verify the connection to Acronis servers using this tool. If the connection verification tool does not find any issues, follow https://kb.acronis.com/content/60915 to repair program's database and settings.

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