Introduction

This article provides troubleshooting steps for issues with backup to Acronis Cloud storage using Acronis True Image and Acronis Cyber Protect Home Office

Symptoms

1. Backup to Acronis Cloud fails.

2. When you click on the red X or || icon to see details, one of the following messages is shown:

• Your subscription has expired
• You have entered an incorrect email or password
• Acronis Cloud is full*
• Bad certificate request
• Failed to create the certificate
• Failed to renew certificate
• SSL connection to … has failed
• Failed to connect to ...
• No Internet connection
• The backup to Acronis Cloud cannot be started. Check your Internet connection
• Network disconnected
• Network disconnected by timeout
• The specified file does not exist

*For the error message "Cloud is full", please also check this article.
For error message "The account is disabled or or inactive. Contact your service provider", check KB 58740: Acronis products: Account conflict.

Prerequisites

Certain pre-requirements must be met to use Acronis Cloud successfully:

1. Computer, where you want to use Acronis Cloud, should have an Internet connection. Broadband is recommended, although slower links will also work with increased time to seed the initial backup.
2. Internet connection must not use proxy (user guide, KB article).
3. Acronis processes and server addresses must not be blocked in firewall settings, in the system file "hosts" and by any other security-related software.
4. The required ports TCP 443, 44445, 55556 must be opened.
5. The product must be installed and activated.
6. Acronis account must exist and the product should be signed into that account. Check if the email address of your Acronis account is displayed under Account tab in the product. If you accidentally or intentionally indicated a different email address during purchase, the purchased license was automatically registered to that address. Either sign into that Acronis account or move the license between accounts at account.acronis.com as explained here.
7. There must be enough free space in your Acronis Cloud to accommodate the data you want to backup. See your Acronis Cloud status under the Account tab. To buy more Cloud storage, click "Upgrade" under Account tab. More on expanding Cloud storage here.

   Users of the Standard license ("Perpetual", "One-Time Purchase") who didn't inherit Cloud storage from earlier versions of Acronis True Image, should upgrade to Advanced or Premium editions to be able to use Acronis Cloud. Both are subscriptions. Acronis Cloud cannot be purchased separately for Standard license, without moving to a subscription edition. Click "Upgrade" under Account to upgrade. See more here.

Troubleshooting

1. Update the Program to the latest build
2. Reboot your computer, then launch the software, click Backup now to see if backup starts successfully
3. If rebooting didn't help, refresh the cache used for backup to Cloud:
   1. Click on your email address under Account tab and click Sign out
   2. Close the program's window
   3. Rename the cache folder from OnlineBackup to OnlineBackup.bak:
      
      Location of the folder in Acronis Cyber Protect Home Office 

      Windows: C:\ProgramData\Acronis\CyberProtectHomeOffice\OnlineBackup
      Mac: /Library/Application Support/Acronis/CyberProtectHomeOffice/OnlineBackup

      Temporarily disable the self protection feature of Acronis Active Protection before renaming the cache folder. Click here to see how.

      Location of the folder in Acronis True Image 

      Windows: C:\ProgramData\Acronis\TrueImageHome\OnlineBackup
      Mac: /Library/Application Support/Acronis/TrueImageHome/OnlineBackup  

       

   4. Reboot the computer
   5. Launch Acronis True Image
   6. Open Account tab
   7. Click Sign in
   8. Sign into Acronis account again
   9. Click Backup now button to run the backup. See if it now succeeds
4. Click on the backup source rectangle and re-select what you would like to backup to Acronis Cloud, then click the green button Backup now to see if the backup started working again
5. Check this article for solution: Acronis Cyber Protect Home Office, Acronis True Image: Common backup errors
6. NAS users: If you are trying to backup data from a NAS to Acronis Cloud, data might be locked by other applications installed on your computer or other computers that use the NAS. Because Acronis Cyber Protect Home Office, Acronis True Image is accessing the NAS not through a native NAS application, but as a share, it does not have exclusive level of access required for backup purposes and will fail if other application locked the data on NAS. Please make sure that when backup runs, no other application from any computer and from the NAS itself is using (cataloguing, syncing, copying, moving or processing anyhow) the data that you try to backup
7. Check whether the issue is specific to a particular backup task. For that, create a new backup task by clicking Add backup in the left bottom corner and run a backup of a small file or folder to Acronis Cloud. If it succeeds, and you have a fast Internet connection, you can delete not working backup and create a new backup. It is not obligatory, but a technical possibility to resolve the issue.
8. If you have enough disk space on external USB drive or NAS, check if a backup of the same data, that fails to upload to Cloud, succeeds to that USB or to NAS. This will help determine whether the issue is specific to Acronis Cloud backup destination.

Further investigation

If the issue persists after the troubleshooting steps above, collect the following information and contact Acronis Support for further investigation.

1) Screenshots of the error message, Account tab in the product and web console

2) OnlineBackup folder:

3) Scripts folder:

Location in Acronis Cyber Protect Home Office:

• Windows: C:\ProgramData\Acronis\CyberProtectHomeOffice\Scripts
• Mac: /Library/Application Support/Acronis/CyberProtectHomeOffice/Scripts

Location in Acronis True Image:

• Windows: C:\ProgramData\Acronis\CyberProtectHomeOffice\Scripts
• Mac: /Library/Application Support/Acronis/CyberProtectHomeOffice/Scripts

4) Cloud connection verification tool's output: https://kb.acronis.com/content/47145

5) System Report

More information

If the backup fails with one of the following errors:

• Remote server returned error ...
• Write error
• Error occurred while writing the file
• FES request failed
• Failed to lock the file

Then please follow KB instructions at https://kb.acronis.com/content/59792