62928: Acronis Cyber Protect Cloud, Acronis Cyber Backup: backup fails with "Could not connect"

Symptoms

Backup or replication to Cloud Storage fails with the following error:

Could not connect: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

 

Cause

Agent machine cannot reach registration server of Acronis Cloud due to network connection issues.

Solution

Verify connection to Acronis servers with Connection Verification Tool: see this article for instructions. If any problems are detected, the tool will tell which ports need to be opened (the full list of required ports can be found here)

If Connection Verification Tool does not find any issues, collect System Report from affected machine and the output of Connection Verification Tool, and contact Acronis Customer Central with reference to this article.

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