62047: Acronis True Image: backup to Cloud fails with "Failed to get the account information from database"

Symptoms

1) Backup to Cloud fails with error code 0x01900009+0x01900001 and the following message

An error occured either during connection or on the server. Check your Internet connection, or try to sign out, restart the program and sign in again.

2) Backup log at C:\ProgramData\Acronis\TrueImageHome\Logs\ti_demon contains the text "Failed to get the account information from database"

 

Cause

Issue with particular account's configuration on the server side.

Solution

Collect the following information and escalate the case to T2:

1) Screenshot of the error message

2) System report (we need it in order to check if there are potentially any other factors besides server-side problem)

3) Contents of the following folders:

C:\ProgramData\Acronis\TrueImageHome\OnlineBackup

C:\ProgramData\Acronis\TrueImageHome\Scripts

Tags: