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"

Example of backup log: click to expand

09/04/2018 12:33:03 :327 +00:00 6244 I00000000: License activator. License activated

09/04/2018 12:33:10 :438 +00:00 8712 E0098033D: Error 0x98033d: Failed to retrieve the backup list from Acronis Cloud.

| trace level: error

| line: 0x902d1a812521ebd0

| file: c:\bs_hudson\workspace\245\products\as\client\domain_model\impl\utils.cpp:545

| function: AStorage::GetStorageBoxesList

| line: 0x902d1a812521ebd0; c:\bs_hudson\workspace\245\products\as\client\domain_model\impl\utils.cpp:545; AStorage::GetStorageBoxesList

| $module: ti_managers_vs_10640

| error 0x980352: Failed to get the account information from database. Check if the account is registered and set up correctly.

| line: 0x6b2e054c8244345b

| file: c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:404

| function: AStorage::RegServerHandlerImpl::Execute

| line: 0x6b2e054c8244345b; c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:404; AStorage::RegServerHandlerImpl::Execute

| $module: ti_managers_vs_10640

| error 0x50: Database query 'SELECT quota FROM Accounts WHERE user = %0q' return null.

| line: 0x6b2e054c82443453

| file: c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:396

| function: AStorage::RegServerHandlerImpl::Execute

| line: 0x6b2e054c82443453; c:\bs_hudson\workspace\245\products\as\client\registration\impl\reg_server_handler_impl.cpp:396; AStorage::RegServerHandlerImpl::Execute

| RequestXml: CreateAccountCertificate ZD9tKRX7YerMHWtR/ns9c9+ld4Qmuz2j1TIHxpeYAcJ8zVeRbPrY+5Pj4geaw7F1Zl8iQOWmFIxd

dd259FL+z1ZN0CIPEwVcgAowN9MejbKyhZjxBDeEt5PkX6lTQVSpcr9Z+ui4URH30VrDKvO8Kdte

oxG2jayomG7I5mdxVSzZqZgnrfewjogks6G2XpLCWqpmxMcosGCRulh+zSDG+QzLGJK9TZ4Sqrm0

Y2CDXF5UMO3KEKZ/2mhZVgGi/wnRtby1oX3N3GW6wgy3ylhjVDW29Q5OLGnaIGkHamDnEsPL8MFE

yrs2522NVRCUFABj+FTVsrpNGTQGLaoTvs3BGNHtGVmp3WxndZiKotSEtwIrfvi4ioPtHfHVqWJP

SmHePv1Hj9NQY+oFEhYlM2blROLA838EqtPxjy5WHX0+ZVwsyLZ49AOtOSJAJL9XSyWoRTujfWVE

2qkCw448BtTlbT0Ohw7wxcmxfK2285s42212sWGwftPjNwSkJfxRzD9oyQ9KrIhu3SroaVrmxZXi

owz5o4Yy3eaM6+0KyitqzFd1hkhGjn04FHpShlfy5SedO95OZtMZbo9LvJxrg5aZbXR45B0wPOG3

DFqVDxRuS/CSqUeWCLKyQmyup/KDxTUvxgpv/mXK49dAoBe4aWu52jj2/aeuS8Y05s7IetSwc6Q=

MIICaTCCAVECAQAwJDEiMCAGCSqGSIb3DQEJARYTZHJveWxzQG50bHdvcmxkLmNvbTCCASIw

| DQYJKoZIhvcNAQEBBQADggEPADCCAQoCggEBAKC2SQY2/b7c0XdRvISrpTRYNMavplVx8bLn

| OWUsno0AzkYcp8B/PnlhiaKk5yV11dxvR1387QBiFXJmX1wS3cuj3+2bC7zBTUUY5F0vGaRe

| 03JgYaf9bkQuT2dt2KnKVuAmwcvd6KrnU3yaa7t+sYSmoyF8cn4HLzH/vGyk2Xv2l/Z+Bksv

| vnTlB2GjnyIplgVOafYhRg+IELyc6UwR8KQSAKTD9LQzCYHazuSBCTb+hUvz2ODkVIBFENTj

| EBlrQUMPjIRsnOp9ZEiZdwXwWJR/T7LBJAarULvsZ/rjTtwlXGWa1ep0NRisASVv3kBaB6cq

| YbuQU7uCJFZWVuEdOQMCAwEAAaAAMA0GCSqGSIb3DQEBBAUAA4IBAQAu/yEiFGeUM+CMfMVz

| oIwbE2ZZjHc4U3rKuwAgcIbAl+tPWfuWU1awvWwiTrH+heRv5ublu+v7Sg6JPzWG44Sl7Mi0

| yn5sm472xXeVaVtwaeitRYPGE9uvd3FJYLYuto7UQqSNqE3G0fmsFtRiRzlgVLE4aHvxQxN9

| AW415K0EVL/gpimN+yU9nnWiQm+EzhmBoiyWodVsG/rhA6QR5tJ4BuO+ZQRH8Cn/vWhBOa6g

| AjFOoFzI/ZtHbKWahwbT2o8l2UPb3u+sNO/8ypeeDByhNONX+V583xh7yL3AXlqBwP/kXwML

| +GJP7pSJs7ntF9D2APzFq0wOXWb9bf/uaBbh

| ResponseXml: faultCode 80 faultString Database query 'SELECT quota FROM Accounts WHERE user = %0q' return null.

| $module: ti_managers_vs_10640

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

Knowledge Base

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

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