Symptoms

1. Backup to Acronis Cloud fails.

2. When you click on X to check the error details, one of the following messages is displayed:

1. The last backup has failed

   The server rejected the renewed certificate

   

2. Failed to renew certificate, reason is "certificate expired"

   

3. Bad certificate request

   

Cause

The software was unable to update the file used as a key in secure communication with Acronis servers, called certificate file. Please note that this file and the error itself are completely unrelated to your subscription software license. The error does not represent any issue with the license.

Solution

1. Click on the Account tab in the software

2. Click on your email address in the upper part of the window

3. Select "Sign out" option

4. Close Acronis True Image window

5. Rename C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder to OnlineBackup.bak. The folder C:\ProgramData is hidden by default. To be able to see it you need to enable displaying hidden files and folders in Windows Explorer's menu View - Hidden items, or through the Control Panel - Appearance and Personalization - Folder options - View - Show hidden files, folders, and drives.

6. Launch Acronis True Image

7. Sign into your Acronis account

8. Launch the backup task, see it now succeeds

9. If the issue persists, verify that there are no blocking rules for Acronis in your firewall software.

Follow the steps below to check Windows Firewall settings. If you have a third-party firewall running, consult its documentation on how to remove a block rule.

Click to expand/collapse the instructions

1. Open Windows Control Panel:

Windows 8/8.1 and Windows 10 users: right-click on Windows Start menu button and select Control panel:

Windows 7 users: Open Windows Start menu and select Control Panel:

2. Click System and Security:

3. Click Windows Firewall:

4. Click Advanced settings:

5. Windows Firewall with Advanced Security window will open in a few seconds. Click Outbound Rules:

6. See if there are any lines marked with a crossed circle icon - these are Windows Firewall block rules:

7. If you have found a block rule that has "Acronis" in its name, right-click it and select Delete.

8. Click Yes to confirm the operation:

9. Keep removing the lines marked with the crossed circles until there are no block rules referencing Acronis:

10. Make sure that Acronis servers are not blocked in the "hosts" configuration file

Click to expand/collapse the instructions

1. Copy the file C:\Windows\System32\drivers\etc\hosts to your Desktop folder:

2. Right-click the hosts file on your Desktop and select Open with:

3. Select Notepad from the list and click OK:

4. Check if there are any lines containing "acronis":

5. Delete all the lines with "acronis":

6. Click File -> Save, then close Notepad:

7. Drag and drop the edited file "hosts" from Desktop to C:\Windows\System32\drivers\etc:

8. Choose the Replace option:

9. Click Continue to confirm the operation:

10. If the replacement has succeeded, the file "hosts" will disappear from the Desktop:

11. Verify the connection to Acronis servers as per https://kb.acronis.com/content/47145

If the checking tool displays any text in red color, it means the access to Acronis servers is still blocked in your environment. See what address and/or port are marked with red and make sure that other software, your router and Internet service provider are not blocking them.

If the verification tool does not produce any red-colored messages, proceed to the next step below.

Further troubleshooting

If the issue persists, collect the following diagnostic information and contact Acronis Support:

• C:\ProgramData\Acronis\TrueImageHome\OnlineBackup folder 
• Output (text or screenshots) of the connection verification tool https://kb.acronis.com/content/47145, 
•  Wireshark log
• system report with debug logs