62241: Acronis Cyber Backup: backup fails with "The password for the protected backup is incorrect"

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Last update: Fri, 2020-05-01 06:16

Symptoms

You are using Acronis Cyber Backup Cloud or the cloud deployment of Acronis Cyber Backup 12.5.

Backup fails with:
The password for the protected backup is incorrect.

You check pcs log (in C:\ProgramData\Acronis\BackupAndRecovery\MMS\) and see these errors:

2018-08-21T20:05:37:454-04:00 2804 W00000000: cl#21: TLS connect failed with error 'error:14094412:SSL routines:ssl3_read_bytes:sslv3 alert bad certificate'
2018-08-21T20:05:37:454-04:00 2804 W00000000: cl#21: connected to XXX.XXX.XXX.XXX:44445, but failed to start a session with a gateway: -3 (Authentication failure due to wrong credentials)

Cause

A network issue prevented establishing TLS-secured connection between Acronis Agent and Acronis Cloud.

If the problem recurs, the possible causes could be firewall interfering with certificates exchange between Acronis Agent installed on the affected machine and Acronis Management Server in Acronis cloud or an attempt of a man-in-the-middle attack.

Solution

Exclude Acronis folders and executables from antivirus and other security programs: see KB36429.

See also: Using OpenSSL to troubleshoot connection issues caused by firewalls and DPI software.

More information

If the problem persists, collect Acronis System report and contact Acronis Customer Central.