60886: Acronis Backup Cloud: Picked a gw server that has fewer capabilities than a previously selected one; refusing the connection

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Symptoms

You are backing up to the cloud storage.

Backups start failing with the following error message:

Picked a gw server that has fewer capabilities than a previously selected one; refusing the connection

Cause

The issue was caused by a network failure at the agent side, the connection was not re-tried. The issue occurred if a reconnect attempt successfully established a TLS connection, but then failed to do a FES handshake due to unstable network.

Solution

 The issue has been fixed in agent builds starting with 4492. Ensure that you are using the latest build of the agent.

More information 

If you still face this issue with the most recent build, please gather the following diagnostic information and contact the support team:

  1. Enable logs that capture requests to the storage, check here to learn how to enable this variable.
  2. Reproduce the issue with logs enabled.
  3. Gather a system information report. To gather the report, download the tool (as per this article) and run it as admin.

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