60576: Acronis Cyber Backup 12.5: backup fails with “Failed to connect to the storage node. SocketError”

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Symptoms

Backup fails with this error:

Socket error 

Cause

Connectivity issue between Agent and Storage Node.

Troubleshooting

  1. Using the ping command, check connectivity from Storage Node to Agent machine (by name and by IP):
    ping <hostname>
    ping <IP address>
  2. Using the ping command, check connectivity from Agent machine to Storage node (by name and by IP);
  3. Make sure that the following ports are open on both Agent and Storage Node, they are required for connectivity: 7780, 9876, 9852, and 9877. This can be tested using telnet command
  4. Add Acronis Cyber Backup components to the exclusions/white list of your antivirus software: see this article for more information.

Collect information

If the above troubleshooting steps do not help, please collect System information from the affected Agent machine and from machine where Acronis Storage Node is installed and contact Acronis Customer Central.