61908: Acronis Cyber Backup: backup fails with "Network disconnected", "The network path was not found" or "Cannot connect to the machine where network share ' path' is located"

Symptoms

Backup fails with one of these errors:

Error 0x00040015: Network disconnected.

or

Windows error: (0x80070035) The network path was not found

or

Cannot connect to the machine where network share 'path' is located. The machine may be offline or is experiencing communication problems due to a network error or lock-up.

 

Cause

Acronis software cannot connect to the backup location.

Solution

  1. Make sure that the share was neither renamed nor removed. From the machine where Acronis Agent is installed, connect the backup location:
  • using Windows Explorer, open the network share where you save backups
  • using the ping command, check connectivity to the machine/device where you save backups:
    ping <hostname>
    ping <IP address>

If you cannot connect to this machine/storage, check whether the machine is up and running. Reboot if necessary.

If the machine/device responds to ping by IP, but doesn't respond to ping by hostname, there are DNS issues in the network.

  1. If you can connect to this machine/storage, check Windows event logs on the machine where Acronis Agent is installed and Windows event logs/system logs of the target machine/device at the time of the failure to find the root cause of the issue.
  2. If you are backing up to a NAS device, check logs on the device for errors.